More Zia AI capabilities are included across additional Zoho Desk editions
Hello everyone,
We are expanding the availability of AI-powered features in Desk to the other paid subscriptions from 7th July 2026.
Right now, the following AI-based features are available for Enterprise edition users:
- Intelligence: Sentiment analysis, Auto tags, Zia notifications, Thread level keywords.
- Anomaly: Incoming and outgoing ticket prediction.
- Field prediction: Picklist field prediction in Tickets.
- Answer bot: Chat-based answer assistant.
- Generative AI: Insights (Sentiment, Tone, & Key Topics), Summary (Ticket and Thread), Writing Assistance, Reply Assistance, Article Generation, Zia Actions (Workflow-based), and Deluge Assistant Bot.
- Content Analysis: Content quality evaluation, readability insights, and grammar validation.
Going forward, the above features will be available in additional paid editions as applicable.
As AI becomes a core part of modern support operations we believe in extending various productivity and ticket management capabilities across business types. This move will allow Zoho Desk users to align their workflows with AI quickly and reduce manual effort, respond faster, and maintain consistent support quality across their organization.
A complete break-down of edition-wise availability along with the DCs is available in the table below:
Features | Editions | DC availability |
Intelligence (Sentiment analysis, Auto tags, Zia notifications) | Standard and above | US, EU, IN, AU, JP, CA, CN, UAE |
Anomaly | Professional and above | US, EU, IN, AU, JP, CA, CN, UAE |
Field Prediction | Professional and above | US, EU, IN, AU, JP, CA, CN, UAE |
Answer Bot | Standard and above | US, EU, IN, AU, JP, CA, CN, UAE |
Zia - Zoho hosted model | Professional and above | US, EU, IN, AU, JP, CA |
ChatGPT (BYOK) | Express and above | US, EU, IN, AU, JP, CA, UAE |
DeepSeek (BYOK) | Express and above | CN |
Zia actions | Enterprise | US, CA, EU, IN, AU |
Deluge Assistant | Enterprise | US, EU, IN, AU, JP, CA, SA, UAE |
Note:
- Users on Zoho One, CRM Plus, and Service Plus bundles will continue to have access to Zoho Desk Enterprise Edition features. This includes all Zia capabilities offered in the Enterprise Edition.
- Users on the CRM Plus Starter plan will have access to Zia features available in the Zoho Desk Standard edition.
- Users on CRM Flex plans will have access to Zia features based on the edition they have selected.
What will change?
Earlier users raised request for AI features through Zia trial request. Since AI-features are now extended to other paid editions, this option will no longer be available.
All AI features that are compatible with a user’s edition will be available in their account starting from 7th July 2026. Any ongoing AI trials will be discontinued, and users will only be able to access the features included in their current plan.
PM: @Kavil Rawat
Regards,
B. Akshaya | Zoho Desk - User Education
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