Zia Actions: AI-powered Workflow Automation for Faster and Smarter Execution

Zia Actions: AI-powered Workflow Automation for Faster and Smarter Execution

Hello everyone,

Workflows got a notch better with AI-based actions.

Actions such as field extraction, prediction, auto reply, and content generation facilitate quick execution with improved speed and accuracy. Zia can intercept useful details in newly created tickets and accelerate the automation flow.

A typical support ticket contains essential details of the customer, issue they are reporting about, sometimes transaction details and previous conversation with support agents. AI-powered actions can analyze the ticket content and extract the necessary field values, predict severity, and also draft a suitable response for the email and send it to the customer.

This kind of orchestration aims to improve process and team efficiency at a granular level which eventually impacts the overall support quality.

Some common advantages are:
  1. The speed at which things are done is significantly higher.
  2. Accuracy of the resultant actions is better.
  3. FRT and ticket reopening rates are considerably low.
  4. Consistent replies that follow business guidelines.
  5. Agent efficiency is improved as much of the routine work is taken care of by Zia.
  6. Improved CSAT with customers getting quick, accurate replies instantly.
  7. Better business outcome with processes becoming more agile and efficient.
Field extraction
Zia can extract values such as email, phone number, due date, case type, product code, order number etc. from the ticket conversation and autopopulate them in the ticket.

For example, educational institutions or insurance companies can benefit from this as students or customers usually share essential information in their email. It's quick and error-free when the information is taken directly from the email, reducing inadvertent manual errors.
The image below shows an email from a student seeking assistance for a study material. Zia identifies and extracts the exam code, student ID, contact number, registration date and admission follow-up date from the email and fills the values in the relevant fields.



Field prediction
Zia can analyze the email content, thread replies, subject, description, and several other fields available in the layout to predict values for specific fields. It evaluates the content and automatically maps the values to the most relevant field.

For example, it can analyze the description and the thread replies in the ticket to predict when the student would opt for an admission and fill the correct value in the field Admission on: "Autumn 2025 batch". Likewise, it can predict the VISA status and update the field to"Awaited" or "Delayed". If an email notification is sent to the VISA handling team, they can reach out and provide the necessary assistance.


Content generation
Zia can summarize the customer requirement and highlight the main points discussed in the email in a concise, easy-to-consume text for the agents to take quick appropriate actions. The summary is auto- populated in the private comment, public comment or in a multi-line text field as configured in the workflow.

For example, if a customer sends an email for onboarding with an on-site implementation request and enquiring about a long-term facility to provide a continuous training certification to its employees, Zia can analyze the thread content, ticket subject, description, and prompt, such as: "Summarize the ticket conversation, highlight the list of requirements, and mention the urgency of the request" to generate a summary which can be added as a private comment for the concerned stakeholders to refer.


Auto email reply
Using workflow, automatic emails replies can be sent to customers' tickets with answers that are generated by the Answer Bot along with related article links from the knowledge base.

For example, enquiries about product installation, issues with setting up accounts, and password retrievals can be auto-resolved using Answer Bot's information retrieval and Zia's email composing capabilities.

This significantly reduces the number of tickets that agents handle manually. Smart routing and auto-resolving of tickets can improve agent productivity and overall process efficiency. A wide-range of technical problems, IT related issues, and maintenance glitches can be categorized and easily resolved by AI using the company's troubleshooting tips, user manuals, or best practice guides that are cost-effective ways to improve support operations across the company.


These features are now available for all users in the following DCs: US, EU, IN, and AU.
For information regarding configuration and other details kindly refer to the help doc.

Regards,
Anumita Gupta
Desk User Education

    • Sticky Posts

    • Using Agent Email Address as From Address

      Currently, while replying to a ticket, it is possible for agents to choose their own email addresses as 'from' addresses. Although we built this just for that little extra flexibility, in hindsight, it hasn't figured much in conventional usage.  Almost all businesses prefer that responses to their customers' tickets be sent from the common support/service email address and NOT from those of individual agents. During personal interactions at events, some of you have even made passing mentions about

    • Edit and Delete options in Comments

      A lot of teams have been using ticket comments extensively to collaborate everyday. Notification Center further improved this experience by bringing real-time updates. As we continue to build more improvements to this experience, we've shipped a small-yet-important

    • Webinar 2: Supercharged customer support for growing business

      Join us for this webinar and learn how to step up your support game using a real-time communication platform to generate happier, more successful customers. In this live webinar, we will will discuss the importance of SalesIQ for your support team and how it can help you:  Understand your customers better and their journeys to proactively support and engage them even before they ask for help.  Integrating real time conversations into Zoho Desk’s Support, providing a conversational customer service

    • Customize Colors of your Customer Self Service Portal

      You asked for it. We heard you. We're happy to roll out the most sought after feature request, Customizing the Colors of your Customer Self-service Portal. Now you can set the color of your customer portal to mimic your company's web site, so that your customers visiting the portal will not feel alienated by the default theme.  Go ahead and configure the color of the header, tabs, fonts and background according to your needs. You can either choose between default color themes like Blue, Grey, Green

    • 2024 Email Authentication Standards: Elevating Security with Google and Yahoo

      In contemporary email communication, email authentication plays a pivotal role in mitigating email fraud, spam, and phishing attacks. Brace yourself for a new level of security. Starting February 2024, Gmail and Yahoo will be implementing robust email

    • Recent Topics

    • Important Features Missing

      Hey all I love linkthread, but i am missing some important features. I want to be able to include my Google Tag Manager. I have all the important stuff in my GTM Container: Facebook Pixel, LinkIn Pixel, Zoho Pagesense and so on. So i am able to do retargeting

    • Zoho SignForms: Prefill parameters with spaces render as “+” in the document (even when using %20)

      Hello Zoho Sign team, we are using SignForms with prefill parameters passed via URL. Spaces in parameter values are being rendered as “+” in the finalized document—even when we URL-encode spaces as %20. This is critical for us because we prefill addresses

    • Currency selector (based on variable) usage in comparsion

      Hi, I've developed a currency selector based on the following topic, and it's working well in pivot tables and charts: https://help.zoho.com/portal/en/community/topic/how-can-i-allow-my-users-to-choose-a-currency-for-the-dashboard I also have a comparison

    • Customize Column in Projects - Default View for Template?

      Is there a way to have the columns you'd like to see added to a template? I want my customized columns to show up every single time I create a project from that template. It appears I can customize them in the template but when I create the project they do not transfer over.  Template: See below how the columns in order are : Task, Owner, Status, Assigned, Website URL, Blog H1..etc. When I create a project from that same template it comes out as: Task, Owner, Status, Tags, Start Date, End Date, etc

    • Ask the Experts 24: Analytics, data administration, and mobile experience with Zoho Desk

      Hello Everyone! Welcome back to the Ask the Experts(ATE) series! We were so focused on our Autumn 2025 release that we didn't host an ATE session last month. In this month's ATE, we'd like to expand our areas for discussion: we'd like to listen to your

    • Multi-Page Forms in Zoho Creator!

      Let’s make long applications easier to handle by dividing them into pages, adding a progress bar, and guiding users step by step through complex data entry. This would be a total game-changer for the user experience and could significantly boost completion

    • Email login error

      Login successfully but email page error

    • Shared Mailboxes Disappeared

      Zoho Mail users in our company haven't been able to see their Shared Mailboxes for the past few hours. I've checked with App and Web Access, but they can't access them. When I send emails to their addresses, I get no error messages. They're still visible

    • Remote Server is misconfigured

      Dear Team, I am unable to use email id as remote server is misconfigured. It would be really great if you could help on this and get this resolved. Thanks & Regard Rohit Gupta

    • why cant i access my email account. it keeps asking me for reverifiying my account by entering my password.

      I cant access my account. it keeps asking me for reverifcaton by entering my password. once its entered it asks for it over and over.

    • Free webinar alert on October 16 - Less Complexity, More Security: Workplace + Directory

      Hello Zoho Workplace Community! Security and productivity shouldn't be at odds—and with Zoho, they're not. Discover how Zoho Workplace + Directory delivers seamless collaboration with enterprise-grade security, all in one integrated ecosystem. Join our

    • Email Recall Feature In Zoho Mail Which Should Also Work For Outside Organisation Members

      Add a feature to recall or undo sending an email within a configurable short time window (e.g., 30 seconds to 2 minutes) after hitting send, similar to Gmail’s undo send. Currently the sent email can not be recall If the recipient is not from within your

    • Workdrive and ChatGPT Team Synced Connectors

      Hi, we want to be able to integrate Zoho Workdrive with OpenAI’s ChatGPT Team plan. Google Drive and OneDrive both offer this, zoho please catch up asap. We dont want to have to put our company files in google drive, we want to allow chatgpt Team edition

    • Alias Name (on items) use case in Zoho inventory

      Hey, Hope everyone is well. Wondering if anyone can shed some light on the use case of Alias Names on Products in Zoho Inventory? Cheers, Chris

    • Updating an Invoice Line Item's Discount Account via API Call / Deluge Custom Function

      I need help updating an invoice line item's discount account via API. Below is a screenshot of the line item field I am referring to. Now the field to the left of the highlighted field (discount account) is the sales income account. I am able to modify

    • Send e-mail with attachments

      Dear Zoho, How is that possible in Zoho Flow to send an e-mail with attachment?  Just a simple example: Zoho Flow checks my Zoho mails and if the conditions starts the trigger then I would like to send an email with the original email's attachment. Any idea? BR, Adam

    • How to I get checkboxes on a subform to update via deluge

      Hello, would someone be able to tell me what I'm doing wrong here? I am trying to take the contents of a Deals subform and add them to an invoice then update the checkbox on each row so that 'add to invoice' is unticked and 'invoiced' is ticked. The output

    • Your bot just got smarter: AI-Powered routing that reads between the lines

      What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

    • Urgent Security Feature Request – Add MFA to Zoho Projects Client Portal Hello Zoho Projects Team,

      Hello Zoho Projects Team, We hope you are doing well. We would like to submit an urgent security enhancement request regarding the Zoho Projects Client Portal. At this time, as far as we are aware, there is no Multi-Factor Authentication (MFA) available

    • Unified customer portal login

      As I'm a Zoho One subscriber I can provide my customers with portal access to many of the Zoho apps. However, the customer must have a separate login for each app, which may be difficult for them to manage and frustrating as all they understand is that

    • Zoho Projects - Task Owner filter at Project level

      Hi Projects Team, The feature requests I would like to raise is the ability to create a custom view at the project level for projects with tasks owned by a user or users. For example "Ashley's Projects" custom view might contain a list of project in which

    • Cadences

      I have just started using Cadences for follow-up up email pipeline. Is it just me or do you find the functionality very basic? For example, it will tell me (if I go looking for it) if someone has replied to a follow-up and been unenrolled; but it won't

    • Zoho Books-Accounting on the Go Series!

      Dear users, Continuing in the spirit of our 'Function Fridays' series, where we've been sharing custom function scripts to automate your back office operations, we're thrilled to introduce our latest initiative – the 'Zoho Books-Accounting on the Go Series'.

    • Custom Fonts in Zoho CRM Template Builder

      Hi, I am currently creating a new template for our quotes using the Zoho CRM template builder. However, I noticed that there is no option to add custom fonts to the template builder. It would greatly enhance the flexibility and branding capabilities if

    • Would be really awesome to have Created Time and Modified Time showing for custom functions list

      It would be SO HELPFUL to be able to sort custom functions by created time/ modified time. Also seeing a created by/ modified by with the little profile picture would be supremely helpful as well. Just really hard sometimes to find a function you were

    • Ticket Export Does Not Include Ticket Threads

      Dear Zoho Desk Support Team, I hope you’re doing well. I would like to report an issue regarding the ticket export functionality in Zoho Desk. Currently, when exporting tickets, the ticket threads or conversation history are not included — only the ticket

    • Payments made notification

      This is a really wonderful feature but we can only use it for about 50% of payments made & have to revert to sending statements which is a real chore. Credits applied to the bills paid in the notification aren't included & this causes great confusion in the accounts receivable departments. Please, please add this required feature asap ! .....

    • Ability to add VAT to Retainer Invoices

      Hello, I've had a telephone conversation a month ago with Dinesh on this topic and my request to allow for the addition of VAT on Retainer Invoices.  It's currently not possible to add VAT to Retainer Invoices and it was mutually agreed that there is absolutely no reason why there shouldn't be, especially as TAX LAW makes VAT mandatory on each invoice in Europe!   So basically, what i'm saying is that if you don't allow us to add VAT to Retainer Invoices, than the whole Retainer Invoices becomes

    • ZOHO DESK link with Power BI

      HI, I am using ZOHO Desk for last two years and now my client is asking to integrate ZOHO desk data to Power BI so that they can use Data for reporting. Kindly guide in details so that i can give access to ZOHO desk export data for more visibility.

    • URLs being masked despite disabling tracking

      Hey, We had disabled click tracking from an email update we are sharing with our users. Despite this, the URL the end user is receiving is masked, and looks like "https://qksyl-cmpzourl.maillist-manage.net/click/1d8e72714515cda6/1d8e72714515ca70" instead

    • Dashboard Autorefesh

      Good day, I am a dashboard that displays the number of tickets based on "Product Name". This dashboard is displayed on a big TV for the team to monitor. Can the dashboard auto-refresh every few minutes to display the new values? Currently, we have closed

    • Deferred/ Unearned revenue

      Dear Zoho Team, Just in case you have missed out my query posted few days ago: We issue invoices relating to 12-month web hosting service. When we issue the invoice, we should record the entire amount of the invoice as DEFERRED/UNEARNED REVENUE (ie. $10

    • Report Hover Setting

      Would be great if we will able to show information to the user while hovering a record in a report.

    • Bigin Android app update: Zoho Books integration

      Hello everyone! We’re excited to introduce Zoho Books integration on the latest version(v1.8.5) Bigin Android app. Once the integration is completed in the web(bigin.zoho.com), the Zoho Books tab will be visible in detail View of Contacts, Companies,

    • Audit Log enhancements: Increased retention period, better user visibility, and more

      Hello everyone, The Audit Log brings in the following enhancements which improve the overall ability to manage data. Why did we make these updates? Extended Data Retention: Audit data can now be filtered and exported for a 60-day period, doubling the

    • Question Regarding Managing Sale Items in Zoho Books

      Good day, I was wondering about something. Right now, Zoho Books doesn’t seem to have a way to flag certain items as being on sale. For example, if I want a list of specific items to be on sale from October 1 to October 12, the user would have to export

    • [WEBINAR] Smooth year-end closure with Zoho Books (KENYA)

      Hello there, This webinar is for all Kenyan businesses looking to wrap up their financial year smoothly! Join our free session to learn how Zoho Books can simplify your year-end process. What to expect from this webinar: - All the latest updates in Zoho

    • System flaws and lack of response from Zoho

      I have had to go on here as no-one is replying to my emails regarding my problem (been 10 days and no email reply) and your chat facility online through your Zoho Books software opens and closes immediately, so not functioning properly. I actually called

    • Customer Grouping

      Hi, how can I group multiple customers into single group. So that I can have idea of accounts receivables of all the customers in single group. Like if there are multiple subsidiaries of same company we have having a business with, and want to view the

    • Two currencies

      More and more I am finding that internattional payments' fees are unpredictable. I would like, on my invoices that are in a foreign currency (eg. USD$ or EUR€) for there to be a GBP£ TOTAL display alongside the invoice's currency total. This would make

    • Next Page