Enhanced Control Over API Calls for Zia Generative AI Integration

Enhanced Control Over API Calls for Zia Generative AI Integration

Hello,

We would like to request an improvement to the way API calls are handled in Zoho Desk when using the Zia Generative AI integration with OpenAI.

Current Issue:

  • It appears that API calls to OpenAI are being triggered automatically whenever a ticket is updated, or possibly even under other circumstances.
  • This lack of control can lead to unintended API calls, which could result in unnecessary costs.

Suggested Solution:

  • We request the addition of a setting in the module configuration that allows API calls to OpenAI to be made only when an agent actively clicks a "Send Request" button.
  • This process should include a clear popup alert or similar confirmation mechanism to ensure that the agent understands that data will be sent to OpenAI and that there is an associated cost.

Key Benefits:

  • This feature would ensure that API calls are made only when explicitly intended, allowing for better cost management and security.
  • It would also provide transparency to agents about when data is being sent to OpenAI, helping to prevent accidental or unnecessary API usage.

We believe this change would significantly enhance the usability and control of the Zia Generative AI feature in Zoho Desk.

Thank you for considering this request.

Best regards,
Ram



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