Control Over Zia Generative AI Reply Assistance Behavior

Control Over Zia Generative AI Reply Assistance Behavior

Hello,

I would like to request an enhancement to the Zia Generative AI feature, specifically concerning the Reply Assistance within Zoho Desk.

Current Issue:

  • When replying to a ticket, the Ticket Properties section is automatically replaced by the Zia Powered by GPT reply assistant. This happens every time we reply to a client, even though we don't want to use the Reply Assistance for every ticket.

  • There is currently no way to prevent this automatic replacement of the Ticket Properties section when we click to reply.

Suggested Solution:

  • In the module settings, there is an option to choose between "Generate responses on click" and "Auto-generate responses." We suggest using this setting to control whether the Reply Assistance automatically replaces the Ticket Properties section:

    • If "Auto-generate responses" is selected, the Reply Assistance should automatically replace the Ticket Properties section.

    • If "Generate responses on click" is selected, the Ticket Properties section should remain visible, and the Reply Assistance should only appear if the agent manually selects it by clicking on a specific button.

This adjustment would allow us to maintain focus on the Ticket Properties section by default and only use the Reply Assistance when specifically needed, improving our workflow efficiency.

Thank you for considering this request.

Best regards,
Ram




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