Introducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk

Hello everyone,

Note: We have updated this announcement on 13th March 2025.

As of 7th March 2025, the following name changes are made with respect to Zia. 

• Zia GenAI is updated as Zia 
• Zia Powered by GPT is updated as Generative AI
• Native Generative AI is updated as Open Source Models 

Zia is available on Early Access for Zoho Desk Enterprise subscribers. Kindly fill out this Registration Form to request early access.

We are excited to announce the Beta release of Zia Native Generative AI in Zoho Desk, now available through our Early Access program. This model is designed to enhance the efficiency and quality of customer support, and we are inviting you to experience it firsthand. 

Important notes

• Zia is currently available in AU, EU, US, and India data centers.
• Zia currently supports 13 languages - English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, Hebrew. We are actively working on expanding language support even further.

In the fast-paced world of customer support, efficiency, accuracy, and personalization are crucial. With this in mind, we're introducing Zia GenAI in Zoho Desk. While AI is already a key player in the service industry, Zia stands out by leveraging native genAI models to address specific challenges, such as:

• High response times
• Repetitive nature of routine queries
• Inconsistent responses across agents
• Limited contextual understanding of customer issues
• Difficulty of extracting actionable insights from vast amounts of customer data
  
  

By tackling these challenges, Zia helps support teams deliver faster, accurate, and personalized customer experiences.

Zia's advanced AI capabilities

Building on the foundation of Zia’s earlier tools—such as sentiment analysis for understanding customer emotions, keyword tagging for better ticket organization, and anomaly prediction for identifying irregular patterns—Zia takes these capabilities to the next level. It offers a more sophisticated contextual grasp of customer interactions, enabling it to provide highly relevant and actionable responses. By streamlining routine tasks and enhancing response quality, Zia empowers agents to focus on more complex customer needs and elevate the overall support experience.

Zia's generative skills

• Contextual ticket summaries
  
  Zia provides concise summaries of incoming inquiries and previous conversations within a ticket. Agents can choose from different options, including recent, initial, or multiple ticket conversations (up to five), which cover all types of interactions—such as incoming, outgoing, forwarded, and public comments. This enables agents to quickly grasp the context and history of complex tickets, which ensures they can deliver informed, relevant, and efficient responses without having to read through lengthy ticket histories.
  
  For example, if an agent is handling a long-running issue, Zia can generate a summary of the latest ticket conversations or earlier interactions within the same ticket, helping the agent provide a more precise response while saving time.
  
  
  
  
  

• Efficient responses with AI assistance
  
  Zia analyzes customer inquiries and drafts responses based on the information available in the knowledge base articles. Whether it’s addressing policy-related questions or providing troubleshooting guides, agents can resolve issues faster.
  
  For example, a ticket enquiring about a refund for a recently purchased item can be answered without an agent's intervention. Zia can analyze the tone of the email and draft a formal response with details on how to go about with the refund based on its analysis of the KB articles. It can also include the links to the company's refund policy and commonly asked questions related to the customer's request.
  
  
  

• Personalized and empathetic interactions
  
  By analyzing the tone and sentiment, Zia helps agents draft responses that align with the emotional context of the conversation. Whether the situation requires an apology for a delay or a friendly response to a simple query, Zia ensures every interaction feels personalized.
  
  For example, a customer reporting a delayed refund should receive an empathetic and prompt response. For routine inquiries, Zia will be more likely to suggest a friendly, concise reply.
  
  
  
  
  

• Customizable response lengths
  
  Zia enable agents to tailor the length of responses to suit customer needs. Whether a customer requires an in-depth explanation or a brief summary, agents can choose the most appropriate format to ensure clarity and efficiency.
  
  For example, when a customer reports a technical error in the software, Zia can generate a detailed explanation to help resolve the issue or provide a concise troubleshooting guide based on the severity of the problem.
  
  
  
  
• Proactive knowledge base growth
  
  Zia flags gaps in the knowledge base by identifying customer issues without documented solutions. This helps organizations continuously improve their knowledge repository, equipping teams to address similar issues more effectively in the future.
  
  For example, if an agent encounters a unique issue without an existing solution, Zia notifies the team to create a new knowledge base article, helping future agents resolve similar problems more effectively.
  
  
  

• Data privacy and security
  
  Zia adheres to strict GDPR guidelines to ensure customer information remains secure. All responses are generated solely from the company’s knowledge base, and ticket data is not used for training purposes.

For more information on Zia and how to configure them, please refer to the detailed help documentation on 

Redefining Self-Service for the Customer Service Industry with Zia (Powered by Open Source Language Models)

To enable this feature in your Zoho Desk account, please don't forget to fill out the registration form to request access. We look forward to empowering your support team with the power of AI.

For any questions or assistance, the support team is available via email at support@zohodesk.com, or queries and feedback can be left in the comment section below.

Thank you, and have a great day!

Regards,

Varsha P

Zoho Desk - User Education

• Topic Participants

• Varsha P

  

• Zohoboy

  

• Shivani | Zoho Desk

  

• as

• Alhatab Admin

• Sticky Posts

• 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

• 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

• Recent Topics

• Improved Contact Sync flow in Google Integration with Zoho CRM

  Hello Everyone, Your contact sync in Google integration just got revamped! We have redesigned the sync process to give users more control over what data flows into Google and ensure that this data flows effortlessly between Zoho CRM and Google. With this

• Pro Lite Upgrade - Quick Access Tray

  Hello, I was going to upgrade to Pro Lite but the Quick Access Tray feature isn't available for Windows. Of the four features not available for Windows, the QAT is what I'm most interested in. Are there plans to add this feature for Windows anytime soon?

• 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

• Improved Functionality PO Bill SO Invoice

  Hello, I need to enter over 100 items, it's frustrating to scroll a few item rows and wait for more to load, then scroll again. It would be nice to have buttons that scroll to the top or bottom with one click. Furthermore, these items I'm adding are VAT

• Wishes for 2026

  Hello, and a happy new year 2026! Let's hope it's better for everyone. I'd like to share some thoughts on Zoho One and what could be useful in the short, medium, and long term. Some things are already there, but not applied to Zoho One. Others seem like

• How to Integrate Zoho Books with Xero (No Native Connection Available)

  Hi everyone, I’m currently facing an issue with integrating Zoho Books invoices with Xero, as I’ve noticed Zoho does not provide a native integration with Xero at this time. I would like to ask: What are the common or recommended solutions for syncing

• How to install Widget in inventory module

  Hi， I am trying to install a app into Sales Order Module related list, however there is no button allow me to do that. May I ask how to install widget to inventory module related list?

• Add specific field value to URL

  Hi Everyone. I have the following code which is set to run from a subform when the user selects a value from a lookup field "Plant_Key" the URL opens a report but i want the report to be filtered on the matching field/value. so in the report there is

• error while listing mails

  I can't access email in any of my folders: Oops, an error occurred - retry produces the second error response: error while listing mails (cannot parse null string). I've signed in and out of Zoho, restarted my iMac.

• Unlocking New Levels: Zoho Payroll's Journey in 2025

  Every year brings its own set of challenges and opportunities to rethink how payroll works across regulations and teams. In 2025, Zoho Payroll continued to evolve with one clear focus: giving businesses more flexibility, clarity, and control as they grow.

• Introducing Connected Records to bring business context to every aspect of your work in Zoho CRM for Everyone

  Hello Everyone, We are excited to unveil phase one of a powerful enhancement to CRM for Everyone - Connected Records, available only in CRM's Nextgen UI. With CRM for Everyone, businesses can onboard all customer-facing teams onto the CRM platform to

• Send Supervisor Rule Emails Within Ticket Context in Zoho Desk

  Dear Zoho Desk Team, I hope this message finds you well. Currently, emails sent via Supervisor Rules in Zoho Desk are sent outside of the ticket context. As a result, if a client replies to such emails, their response creates a new ticket instead of appending

• form data load issue when saving as duplicate record is made

  Hello. I have a form with a lookup when a value is selected the data from the corresponding record is filled into all of the fields in the form. But the form is loaded in such a state that if any value is changed it will take all of the values pre loaded

• CRM project association via deluge

  I have created a workflow in my Zoho CRM for closing a deal. Part of this workflow leverages a deluge script to create a project for our delivery team. Creating the project works great however, after or during the project creation, I would like to associate

• Zoho Browser??

  hai guys, this sounds awkward but can v get a ZOHO BROWSER same as zoho writer, etc. where i can browse websites @ home and continue browsing the same websites @ my office, as v have the option in Firefox, once i save and close the browser and again when i open it i will be getting the same sites. If u people r not clear with my explanation, plz let me know. Thanks, Sandeep  

• Where can we specify custom CSS in Zoho Forms custom theme ?

  I'm using a form with a dark theme. The OTP popup window is unreadable, because for some reason, the OTP popup background fixes color to white, but still takes the font color specified in the custom theme. This ends up as white on white for me, rendering

• MCP no longer works with Claude

  Anyone else notice Zoho MCP no longer works with Claude? I'm unable to turn this on in the claude chat. When I try to toggle it on, it just does nothing at all. I've tried in incognito, new browsers, etc. - nothing seems to work.

• Enable History Tracking for Picklist Values Not Available

  When I create a custom picklist field in Deals, the "Enable History Tracking for Picklist Values" option is not available in the Edit Properties area of the picklist. When I create a picklist in any other Module, that option is available. Is there a specific reason why this isn't available for fields in the Deals Module?

• The reason I switched away from Zoho Notebook

  My main reason for switching to Zoho was driven by three core principles: moving away from US-based products, keeping my data within India as much as possible, and supporting Indian companies. With that intent, I’ve been actively de-Googling my digital

• Add RTL and Hebrew Support for Candidate Portal (and Other Zoho Recruit Portals)

  Dear Zoho Recruit Team, I hope you're doing well. We would like to request the ability to set the Candidate Portal to be Right-to-Left (RTL) and in Hebrew, similar to the existing functionality for the Career Site. Currently, when we set the Career Site

• Ability to Edit YouTube Video Title, Description & Thumbnail After Publishing

  Hi Zoho Social Team, How are you? We would like to request an enhancement to Zoho Social that enables users to edit YouTube video details after the video has already been published. Your team confirmed that while Zoho Social currently allows editing the

• Free Webinar : Unlock AI driven business insights with Zoho Inventory + Zoho Analytics

  Are you tired of switching between apps and exporting data to build customized reports? Say hello to smarter & streamlined insights! Join us for this exclusive webinar where we explore the power of the Zoho Inventory–Zoho Analytics integration. Learn

• Critical Issue: Tickets Opened for Zoho Support via the Zoho Help Portal Were Not Processed

  Hi everyone, We want to bring to your attention a serious issue we’ve experienced with the Zoho support Help Portal. For more than a week, tickets submitted directly via the Help Portal were not being handled at all. At the same time no alert was posted

• Hide/Show Subform Fields On User Input

  Hello, Are there any future updates in Hide/Show Subform Fields "On User Input"?

• Cloning Item With Images Or The Option With Images

  Hello, when I clone an item, I expect the images to carry over to the cloned item, however this is not the case in Inventory. Please make it possible for the images to get cloned or at least can we get a pop up asking if we want to clone the images as

• Archiving Contacts

  How do I archive a list of contacts, or individual contacts?

• WorkDrive and CRM not in sync

  1/ There is a CRM file upload field with WorkDrive file set as the source: 2/ Then the file is renamed in WorkDrive (outside CRM): 3/ The File in CRM is not synced after the change in WorkDrive; the file name (reference) in CRM record is not updated (here

• Custom validation in CRM schema

  Validation rules in CRM layouts work nicely, good docs by @Kiran Karthik P https://help.zoho.com/portal/en/kb/crm/customize-crm-account/validation-rules/articles/create-validation-rules I'd prefer validating data input 'closer to the schema'

• Adding Default Module Image into mail merge field

  As with most people finding their way to these forums i have a specific requirement that doesn't seem to be supported by Zoho I have created 2 custom modules to suit my purpose 1 is an inventory type module that lists aluminium extrusions, and all relevant

• Sync Data from MA to CRM

  Currently, it's a one-way sync of data from the CRM to MA. I believe we should have the ability to select fields to sync from MA to the CRM. The lead score is a perfect example of this. In an ideal world we would be able to impact the lead score of a

• Is it possible to roll up all Contact emails to the Account view?

  Is there a way to track all emails associated with an Account in one single view? Currently, email history is visible when opening an individual Contact record. However, since multiple Contacts are often associated with a single Account, it would be beneficial

• Update CRM record action

  Currently, MA only offers a "Push Data" action to push data to a CRM module. This action is built to cover the need to both create a new record and update an existing record. Because it has been implemented this way all required fields on the CRM module

• Notes badge as a quick action in the list view

  Hello all, We are introducing the Notes badge in the list view of all modules as a quick action you can perform for each record, in addition to the existing Activity badge. With this enhancement, users will have quick visibility into the notes associated

• What's new in Zoho One 2025

  Greetings! We hope you have all had a chance by now to get hands-on with the new features and updates released as part of ZO25. Yes, we understand that you may have questions and feedback. To ensure you gain a comprehensive understanding of these updates,

• Good news! Calendar in Zoho CRM gets a face lift

  Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activities

• Add deluge function to shorten URLs

  Zoho Social contains a nice feature to shorten URLs using zurl.co. It would be really helpful to have similar functionality in a Deluge call please, either as an inbuilt function or a standard integration. My Creator app sends an email with a personalised

• Edit default "We are here to help you" text in chat SalesIQ widget

  Does anyone know how this text can be edited? I can't find it anywhere in settings. Thanks!

• Quick way to add a field in Chat Window

  I want to add Company Field in chat window to lessen the irrelevant users in sending chat and set them in mind that we are dealing with companies. I request that it will be as easy as possible like just ticking it then typing the label then connecting

• How to create a two way Sync with CRM Contacts Module?

  Newbie creator here (but not to Zoho CRM). I want to create an app that operates on a sub-set of CRM Contacts - only those with a specific tag. I want the app records to mirror the tagged contacts in CRM. I would like it to update when the Creator app

• Zoho Sheet for Desktop

  Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

• Next Page