Hi everyone,

I’m currently evaluating AI options in Zoho Desk and ran into some limitations with the Answer Bot:

Answer Bot limitations

• Only uses Knowledge Base articles

• No access to tickets

• Limited control over sources:

  • Either one Help Center or all → no fine-grained selection

• More like FAQ retrieval than a real AI assistant

Looking into Zia Agents

I started exploring Zia Agents, since they seem much more powerful (tools, custom prompts etc.).

However:

👉 I only see Zoho Learn as a native knowledge source, not Zoho Desk.

My questions

1. Knowledge Base

• Can Zoho Desk Help Center articles be used in Zia Agents?

• Is there a way to sync or connect them directly?

2. Ticket search

• Can Zia Agents search tickets?

• Example: “Find similar issues to X” → is that possible?

3. Best practice

• Is there a recommended way to combine:

  • Answer Bot (KB)

  • Zia Agents (actions)?

Goal

I want to build an internal AI assistant that:

• Uses Knowledge Base

• Searches tickets

• Helps agents with real context

Right now it feels like:

• Answer Bot → it’s really just a better keyword search for the articles

• Zia Agents → powerful, but missing KB integration

Would love to hear if anyone solved this or has insights 🙌