Ticket and Thread Summarization in iOS - Desk | Mobile

Zia in iOS: Ticket summary, reply assistance, and content generation

Understanding customers' queries and sending them empathetic responses with a clear solution is a challenge for every support agent. It can be difficult to carefully review and analyze every incoming thread in a ticket that has complex questions involving long-standing issues.
Zia can simplify the ticket content and the threads by summarizing them into simple, easy-to-understand text that can help agents quickly intuit the overall context of the ticket.  

For ticket summary, the agents can select the type of conversation they want to summarize, which includes
  1. Incoming threads
  2. Outgoing threads
  3. Forwarded threads
  4. Private comment
  5. Public comment
The agents can also regenerate the ticket and thread summary for improved clarity and translate it into any language supported by Zia. 

  1. The Zia GenAI services should be enabled in the web application in order to summarize tickets and threads in the mobile app. Learn more about enabling Zia GenAI
  2. By default, a summary is generated with the most recent 30 conversations, which includes incoming, outgoing, forwarded, public comment, and private comment. 
  3. Summary can be generated for a maximum of 30 conversations and a minimum of one conversation. 
  4. Each conversation should have a minimum of 50 words to generate a summary.

To view the ticket summary

  1. Open the Zoho Desk app. 
  2. Tap on the required ticket.
  3. Tap on the Zia summary  icon  in the header tab. From here, we can:
  1. Tap Regenerate to regenerate the summary.
  2. Tap Translate to translate the summary.
  3. Tap Conversations to select the type of conversation that needs to be summarized.


To view thread summary

  1. Open the Zoho Desk app.
  2. Tap on the required ticket.
  3. Tap the More icon in the thread.
  4. 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. 
  1. To access reply assistance, the department must have Answer Bot enabled for it. 
  2. 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

  1. Open the Zoho Desk app. 
  2. Open a ticket.
  3. Tap the Zia icon  in the header tab. 
  4. Tap Reply Assistance. From here, we can:
  1. Tap Use as Reply to use the generated content as a reply to the ticket. 
  2. Tap Regenerate  to regenerate the reply. 
  3. Tap Translate  to translate the reply. 
  4. Tap Copy  to copy the response to the clipboard.

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

  1. Open the Zoho Desk app. 
  2. Open a ticket.
  3. Tap the Zia icon  in the header tab. 
  4. Tap Generate Content. From here, we can:
  1. Tap Use as Reply to use the generated content as a reply to the ticket. 
  2. Tap Regenerate  to regenerate the content. 
  3. Tap Translate  to translate the content. 
  4. Tap Copy  to copy the content to the clipboard.