Zia AI capabilities now available in all paid editions

Zia AI capabilities now available in all paid 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:
  1. Intelligence: Sentiment analysis, Auto tags, Zia notifications, Thread level keywords.
  2. Anomaly: Incoming and outgoing ticket prediction.
  3. Field prediction: Picklist field prediction in Tickets.
  4. Answer bot: Chat-based answer assistant.
  5. 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.
  6. 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, UAE

Notes
Note:
  1. 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.
  2. Users on the CRM Plus Starter plan will have access to Zia features available in the Zoho Desk Standard edition.
  3. 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.

For more information, kindly refer to the pricing page and the help document.

PM: @Kavil Rawat 

Regards,
B. Akshaya | Zoho Desk - User Education

    • 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

      • All new Address Field in Zoho CRM: maintain structured and accurate address inputs

        Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24

      • Zoho Flow - Zoho Desk trigger "Ticket created or updated" overrides Department

        Just in case anyone else has this issue. We had a Zoho Flow with the Zoho Desk trigger "Ticket created or updated". In the trigger I had selected a Department (Sales). What happens is that the Department ID (Sales) is submitted as part of the request

      • Layout rules in Zoho FSM

        As titled, is there an item in the pipeline or an ETA for the implementation of layout rules in Zoho FSM? Similar to how they work in Zoho CRM https://help.zoho.com/portal/en/kb/crm/customize-crm-account/customizing-page-layouts/articles/create-conditional-layouts

      • 2026 Product Roadmap and Upcoming Features

        This is your guide to what is coming in Zoho Vertical Studio throughout 2026. We’ll update this post throughout the year as items move from development to release, and as and when new initiatives are added. Once a feature is released, it will be reflected

      • Introducing Canvas templates: Design once, apply everywhere

        Greetings all! We're happy to introduce Canvas templates, a Forms view enhancement that enables you to design form layouts just once and apply them seamlessly across multiple modules. Imagine you use five CRM modules (Contacts, Deals, Leads, and more),

      • Zoho Projects - Will there ever be a send email feature in Zoho Project?

        Hi team, Are there plans to or will there ever be a sendemail feature in Zoho Projects, brining it in line with other similar platforms like Asana, ClickUp and Monday? I know that you can add comments via email to a specific task, but I believe this only

      • Why cant i see the Campaigns module in my Zoho app

        I am on the ZOHO CRM Standard edition. I can clearly see and use the Campaign module when viewing the ZOHO CRM desktop. When I switch to my phone, the Campaign Module does not show. I have gone through all the settings I can think of, but I still can't

      • 📣 Ask the team behind Zoho SalesIQ: Summer '26 Q&A

        Hi everyone! Following our recent webinars, Summer '26 Release: What's New in Zoho SalesIQ—where we walked you through all the new features, what they do, and how they work—and Driving the AI Evolution: Building Smarter Customer Experiences with Zoho

      • Always display images from this sender – Is this feature available?

        In Zoho mail, I had my "Load external images" setting set to "Ask me", and that's fine. That's the setting I prefer. What's not fine though is I always need to tick "Display now" for each email I get, regardless if I've done that multiple times from several

      • Set Custom Icon for Custom Modules in new Zoho CRM UI

      • Displayed sample tracking for multi branch setup.

        We have multiple branches and one of the biggest challenges for us to be able to track if a particular item is in display or not. I am shooting in the dark but I am wondering if there is a solution for the following : Each product used for display is

      • How do I migrate from Office 365 to Zoho Mail?

        Check out Advik Email Migration Wizard, this software is specially developed to move mailboxes from Office 365 to Zoho Webmail. In addition you can migrate from Gmail, Yahoo, Rediffmail and 80+ webmail servers to ZOHO MAIL. Isn't it amazing? This is an all in one email migration solution. Steps to export emails from Office 365 to Zoho Webmail are as follows; Run Advik Email Migration Tool in your system. Select Office 365 as source and enter its login credentials. Select mailbox folders and choose

      • Connection Issues

        Morning. Seems like a few of my colleagues that are offsite are having issues with connection to cliq, even when their internet is working perfectly fine and only 1 person onsite has issues. Can you please explain? Thanks

      • Goals API - Zoho People

        Hi Team, I would like to get the API details for retrieving organisation-wise Goals from Zoho People. Currently, I am able to retrieve individual employee goals using the following API: https://people.zoho.com/api/v3/performance/goal/{emp_id} However,

      • Backorder process review - Automating Removal of Sales Order from "On Hold" When PO is Received

        Hello Zoho Inventory Team, Currently, sales orders in On Hold status are released only when the bill for the purchase order is created. In our workflow, it would be much more efficient if the sales order could automatically move out of On Hold as soon

      • Cliq iOS can't see shared screen

        Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

      • Which Is the best online store to buy office furniture in Australia ?

        The most important part of your office is the office furniture. Your office is not complete when you have not put the required furniture in place. You need a furniture in your office so that you and your employees have desks, tables, and chairs which

      • Add "Product Code" as available column and search criteria for Assemblies

        Hi Zoho Community. For product (item) assemblies, it would be helpful to be able to create a custom view search criteria that limits the view by product code or perhaps product category. Currently, Product Code is not an available option to display as

      • What's New - July 2026 | Zoho Backstage

        Hello everyone, We hope you’re having an expectation-exceeding event experience! We’ve been hard at work bringing you a bunch of enhancements designed to make event management even easier. Let’s take a look at what’s new in Zoho Backstage. Export delivery

      • Zoho Mail Does Not Integrate with Analytics

        Hello everyone, Just wanted to make a quick post about the problem with zoho mail. Currently it does not connect to Zoho Analytics, which I think is crazy considering both of these applications have existed for a long period of time. Even zoho voice a

      • Delete Field that is used in a Zoho Flow connection

        I'm trying to delete a Field used in a Webhook created by Zoho Flow with CRM Connection and i get the following alert: When going to the alert i get to the following issue, can't edit it since its been deployed by a pluggin But yes i have here the prompted

      • Zoho Books | Product updates | August 2026

        Hello users, July has been an exciting month for Zoho Books! This month, we're excited to introduce HTML PDF Templates, Placeholders as Pills, expanded approval workflows for Sales Returns and Journals, and significant compliance updates across the India,

      • Q3 USA ZUG Meetups - Build AI Agents with Zoho

        Hi everyone! What if you could build your own AI agent from scratch in just one session? That's exactly what we're going to do at the upcoming ZUG Meetups across the United States, where you'll get hands-on experience with Zia Agents and explore how AI

      • Data Export is forcing Creation/Modified date just like reports

        The data export now forces you to select a created or modified date. There is not an All-Time option. This severely cripples the whole function of data export for audit purposes. If the data export (or reports for that matter), requires a date, there

      • Default ticket template in helpcenter

        Hello, I have a web form and a ticket template created. How can I make that my default ticket template? If an user clicks New ticket or create a ticket, I want that template to be the default one. Thank you for the time and info.

      • Zia Agents looks promising, but I still cannot deploy my first agent or connect WhatsApp after weeks of support tickets

        Hi Everyone, I am posting here because I am stuck and need practical help from someone who has successfully deployed a Zia Agent with WhatsApp. Zia Agents looks like a very promising product. I have watched the platform expand quickly, and I have noticed

      • Valid characters for use in email addresses using Zoho's apps/APIs

        We have found an issue with the + sign character in zoho subs - we are allowed to create a customer with an email address that has a plus sign but the API doesn't allow the + so the billing portal is not created. We are going to prevent users from using

      • Feature Request – Per-Channel Pre-Chat Form Controls

        We'd like the ability to enable/disable the pre-chat form on a per-channel basis, rather than having a single global setting. On the website widget, asking for name and email before chat starts makes sense. On WhatsApp, however, email isn't necessary

      • Remove the mandatory Name Card buttons (or at least make them optional)

        Please remove the mandatory Name Card buttons (or at least make them optional) A recent change to the Name Card in Zoho SalesIQ (currently affecting WhatsApp) introduced mandatory buttons before a visitor can provide their name. I believe this change

      • Copy + Paste in Notes: Text color and text background are not retained

        I've recently started using Zoho Notebook as an Evernote replacement. When copying and pasting text within Zoho Notes, I notice that the formatting of the text (text color and background color) is not retained when pasting. Only the attributes "Bold"

      • Need to show discount before total after subtotal

        Need to show discount before total after subtotal on my estimate template (see attachment)

      • Google Ads Data is Publicly available in Zoho CRM

        We recently discovered that ALL of the following Google Ads fields are visible to all users in our CRM that have access to either Leads or Contacts modules. Not only is this troubling and inconvenient, it should be unacceptable. It also creates a mess

      • Zoho Books bill pay option not available with zoho one

        Why isn't Zoho Books bill pay add-on not available for Zoho one customers not even as a purchasable option. I think this is very inconvenient for companies wanting to use this feature all in one system

      • Bounce rates

        Where can I see my bounce rates for: 1. Each email I send out, and 2. in total?

      • Add a Parameter to the ZOHO CRM Deluge sendmail to denote priority (defaulting to normal if unspecified)

        Hello! There is a similar thread for Creator out there that is 2 years old, but I'd like to raise it in the ZOHO CRM category as well. Would you kindly update the existing Deluge sendmail function to allow a priority parameter? The parameter should allow

      • Email outbox is now available in the sandbox

        Hello all! Testing emails without visibility has always been a blind spot in the sandbox. With the new Outbox, that gap is closed. You can now view and verify every email triggered from your sandbox, whether it’s through workflows, approvals, or mass

      • Transform your line of items into line items: ICR can now record your table values as subform values

        Enhancement in Zoho CRM Dear Customers, We hope you're well! Zia Vision’s ICR capability can now recognize, extract, and store tabulated values in your subforms. An ideal example is a university application form. It has printed fields and handwritten

      • is it possible to add more than one Whatsapp Phone Number to be integrated to Zoho CRM?

        so I have successfully added one Whatsapp number like this from this User Interface it seems I can't add a new Whatsapp Number. I need to add a new Whatsapp Number so I can control the lead assignment if a chat sent to Whatsapp Phone Number 1 then assign

      • Add the ability to Hide Pages in Page Rules

        Hi, We have Field Rules to show and hide fields and we have page Rules, but we can't hide a page in Page Rules so it isn't completed before the previous page (And then have the Deny Rules to prevent submitting without both pages completed), we can only

      • Calendar Year View?

        Is there a way I can view the calendar in year view? Maybe create a page with a view like this?

      • Next Page