Zia in the Desk Android app: Ticket summary, reply assistance, and content generation
For support agents, it's always a challenge to quickly understand each customer inquiry, send an empathetic response, and deliver a clear solution. It can be especially difficult to carefully review and analyze every detail in a thread when a ticket involves long-standing issues.
Using the help of the following Zia AI functionalities, agents can summarize ticket content, reply to tickets, and also generate content.
Ticket and thread summarization
Zia can simplify the ticket content and the threads by generating a simple, easy-to-understand text summary that can help agents quickly understand the overall context of the ticket.
For the ticket summary, the agents can select the type of conversation they want to summarize, which includes
- Incoming threads
- Outgoing threads
- Forwarded threads
- Private comment
- Public comment
The agents can also regenerate the ticket and thread summary for improved clarity and translate it into any of the 33 languages supported by Zia.
- The Zia GenAI services should be enabled in the web application in order to summarize tickets and threads in the mobile app. Read more Enabling Zia GenAI.
- By default, a summary is generated with the recent 30 conversations, which includes incoming, outgoing, forwarded, public comment, and private comment.
- Summary can be generated for a maximum of 30 conversations and a minimum of one conversation. Each conversation should have a minimum of 50 words to generate a summary.
To view the ticket summary
- Open the Zoho Desk app.
- Open a ticket.
- Tap the Zia icon
in the header tab.
- Tap Summary. From here, we can:
- Tap Regenerate to regenerate the summary.
- Tap Translate to translate the summary.
- Tap Settings to select the number and type of conversation that needs to be summarized.
To view the thread summary
- Open the Zoho Desk app.
- Open a ticket.
- Tap the More
icon in the thread.
- Tap Summarize Thread.
Reply assistance
Zia's reply assistant can analyze customer queries and draft relevant responses in a clear, user-friendly language by leveraging the organization's knowledge base articles. It also provides a direct link to the KB article that is referred, so that the agents can access the full content easily.
Agents can use the generated response as it is or regenerate the response to customize the length and tone. They can also translate the generated content into any of the languages supported by Zia, and copy the response to edit and modify it to use it as a reply.
- To access reply assistance, the department must have Answer Bot enabled for it.
- If the Knowledge Base doesn't have relevant articles to generate content, the reply assistance will not be able to provide a response.
To generate a response
- Open the Zoho Desk app.
- Open a ticket.
- Tap the Zia icon
in the header tab.
- Tap Reply Assistance. From here, we can:
- Tap Use as Reply to use the generated content as a reply to the ticket.
- Tap Regenerate
to regenerate the reply.
- Tap Translate
to translate the reply.
- Tap Copy
to copy the response to the clipboard.
Writing assistance
The agents have the flexibility to refine their entire draft or select specific content that needs to be modified. Zia can customize the reply text based on length, tone, and language.
You must select a minimum of three words to get writing assistance.
To access writing assistance tools
- Tap Use as Reply to use the generated content as a reply to the ticket.
- Select the sentence or words that needs to be modified.
- Tap Writing Assistance.
- Select tone, length, or language to customize the sentence.
- Tap Generate.
Content generation
In order to create content other than ticket replies, like emails, invitations, announcements, community posts, and promotional content, agents can use Zia to generate content by entering a prompt detailing their needs.
To generate content
- Open the Zoho Desk app.
- Open a ticket.
- Tap the Zia icon
in the header tab.
- Tap Generate Content. From here, we can:
- Tap Use as Reply to use the generated content as a reply to the ticket.
- Tap Regenerate
to regenerate the content.
- Tap Translate
to translate the content.
- Tap Copy
to copy the content to the clipboard.
Reply assistance and content generation are also available in the compose reply screen.
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