Zia Actions: AI-powered Workflow Automation for Faster and Smarter Execution

Zia Actions: AI-powered Workflow Automation for Faster and Smarter Execution

Hello everyone,
Alert
Updated on 12th Dec 2025
  1. Zia actions for Workflow is available for Enterprise edition ONLY.
  2. These features are currently available in the following DCs: US, CA, EU, IN, and AU
  3. Email Auto reply and Content Generation are available as Early Access. To try these features submit your request through this form.  
Workflows got a notch better with AI-based actions.

Actions such as field extraction, prediction, auto reply, and content generation facilitate quick execution with improved speed and accuracy. Zia can intercept useful details in newly created tickets and accelerate the automation flow.

A typical support ticket contains essential details of the customer, issue they are reporting about, sometimes transaction details and previous conversation with support agents. AI-powered actions can analyze the ticket content and extract the necessary field values, predict severity, and also draft a suitable response for the email and send it to the customer.

This kind of orchestration aims to improve process and team efficiency at a granular level which eventually impacts the overall support quality.

Some common advantages are:
  1. The speed at which things are done is significantly higher.
  2. Accuracy of the resultant actions is better.
  3. FRT and ticket reopening rates are considerably low.
  4. Consistent replies that follow business guidelines.
  5. Agent efficiency is improved as much of the routine work is taken care of by Zia.
  6. Improved CSAT with customers getting quick, accurate replies instantly.
  7. Better business outcome with processes becoming more agile and efficient.
Field extraction
Zia can extract values such as email, phone number, due date, case type, product code, order number etc. from the ticket conversation and autopopulate them in the ticket.

For example, educational institutions or insurance companies can benefit from this as students or customers usually share essential information in their email. It's quick and error-free when the information is taken directly from the email, reducing inadvertent manual errors.
The image below shows an email from a student seeking assistance for a study material. Zia identifies and extracts the exam code, student ID, contact number, registration date and admission follow-up date from the email and fills the values in the relevant fields.



Field prediction
Zia can analyze the email content, thread replies, subject, description, and several other fields available in the layout to predict values for specific fields. It evaluates the content and automatically maps the values to the most relevant field.

For example, it can analyze the description and the thread replies in the ticket to predict when the student would opt for an admission and fill the correct value in the field Admission on: "Autumn 2025 batch". Likewise, it can predict the VISA status and update the field to"Awaited" or "Delayed". If an email notification is sent to the VISA handling team, they can reach out and provide the necessary assistance.


Content generation
Zia can summarize the customer requirement and highlight the main points discussed in the email in a concise, easy-to-consume text for the agents to take quick appropriate actions. The summary is auto- populated in the private comment, public comment or in a multi-line text field as configured in the workflow.

For example, if a customer sends an email for onboarding with an on-site implementation request and enquiring about a long-term facility to provide a continuous training certification to its employees, Zia can analyze the thread content, ticket subject, description, and prompt, such as: "Summarize the ticket conversation, highlight the list of requirements, and mention the urgency of the request" to generate a summary which can be added as a private comment for the concerned stakeholders to refer.


Auto email reply
Using workflow, automatic emails replies can be sent to customers' tickets with answers that are generated by the Answer Bot along with related article links from the knowledge base.

For example, enquiries about product installation, issues with setting up accounts, and password retrievals can be auto-resolved using Answer Bot's information retrieval and Zia's email composing capabilities.

This significantly reduces the number of tickets that agents handle manually. Smart routing and auto-resolving of tickets can improve agent productivity and overall process efficiency. A wide-range of technical problems, IT related issues, and maintenance glitches can be categorized and easily resolved by AI using the company's troubleshooting tips, user manuals, or best practice guides that are cost-effective ways to improve support operations across the company.


These features are now available for all users in the following DCs: US, CA, EU, IN, and AU.
For information regarding configuration and other details kindly refer to the help doc.

Regards,
Anumita Gupta
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

        • What is the difference between Zoho Campaigns and marketing hub?

          Zoho Campaigns is a permission-based email marketing tool for sending marketing emails and mass emails. Marketing Automation is a multichannel marketing automation tool that caters to organizations looking for tools to engage their users across multiple

        • Webhook not firing.

          I created a webhook using the Web UI, it looks very nice and the testing worked without an issue, but when i save/ update a ticket, the webhook is not firing. Here are the details of the web-hook i get from using the API "modifiedTime": "2019-10-22T09:23:37.380Z",

        • Duplicate customers being created in Desk

          Hi I've trying to work out why I've getting duplicated customers being created in my desk. I have an external booking system that generates an email when I get a customer booking a job. A booking email gets sent to Desk where I manage the booking and

        • Creating a custom CSV file using deluge script/

          I have an application I have developed and the client wants us to place an export file in csv onto an ftp server daily. Now I don't see au options in creator to change the separator to anything else. The client wants the separator to be the pipe symbol "|"  I think i would be able to create schedule with some code to create the appropriate data in a string using deluge script but I haven't seen any functionality that would allow me to deposit that data as a file anywhere or attach it to an email

        • Contact data removes Account data when creating a quote

          Hi, Our customer has address fields in their quote layout which should be the address of the Account. They prefill the information, adding the account name - the address data is populated as per what is in the account - great. However when they then add

        • Zoho Sheet - Desktop App or Offline

          Since Zoho Docs is now available as a desktop app and offline, when is a realistic ETA for Sheet to have the same functionality?I am surprised this was not laucned at the same time as Docs.

        • Can we add custom fields to portal community profiles?

          How do we add custom fields to our profile pages in our portal community? If we have the ability to add custom fields, will we be able to access those fields via API? We want to use our Desk community in our help portal as our primary community and would

        • Customer ticket creation via Microsoft Teams

          Hi all, I'm looking to see if someone could point me in the right direction. I'd love to make it so my customers/ end users can make tickets, see responses and respond within microsoft teams. As Admin and an Agent i've installed the zoho assist app within

        • The Social Wall: November 2025

          We’re nearing the end of the year, and the holiday season is officially kicking in! It’s that time when sales peak and your social media game needs to be stronger than ever. We’re back with exciting new updates across AI, analytics, and the mobile app

        • E-Invoicing in Belgium with Zoho Billing

          Starting January 1, 2026, Belgium is introducing mandatory electronic invoices (e-invoicing) for all B2B transactions between VAT-registered businesses. Invoices and credits notes must be exchanged in a prescribed digital format. How E-Invoicing works

        • HTML Tags added to Reports with Notes

          Recently Zoho added the ability to markup text within notes. That way, users can change font size, colors, etc. It's a great change. However, since the change, reports that include a column for "Note Content" are printing HTML tags within the report.

        • delayed: host mx2.zoho.com (136.143.183.44): Network error: Unexpectedly disconnected (STARTTLS)

          Hi Team, I'm not receiving any email. Seems to be an issue. Sender sent me the error message they received: "delayed: host mx2.zoho.com (136.143.183.44): Network error: Unexpectedly disconnected (STARTTLS)" Please advise.

        • Ask the Experts 26: Brighten every customer interaction with Zoho Desk all year long

          Hello everyone, Greetings and welcome to Ask the Experts 26. As we wrap up 2025, we are excited to invite you to the 26th episode of our Ask the Expert series. 🎄The Merry Metrics Edition = Best of Zoho Desk [Best Practices + Holiday Automation + Year-End

        • Interview booked through Invite but no Notifications

          We have a workflow that was developed through a developer/partner that was tested and worked. Today, we pushed a candidate through the process and invited them to an in-office interview. They were sent the booking link (as usual and as tested before successfully)

        • Additional Address - Company Name

          It would be very helpful to have a "Company Name" field in the Additional Address shipping section.  In a situation where you drop-ship orders to a different address or different company entirely, it may be necessary to list the company name of the receiver. I understand that the Attention field can be used for that purpose, but that's not really the intended purpose of that field.

        • Incorrect Email Notifications for Product Reviews

          Dear Zoho Commerce Support Team, I am writing to report a technical issue that occurs frequently on our platform. Problem Description: We regularly receive email notifications informing us of new product reviews awaiting approval. However, when we access

        • Auto-Invite Users to Portals in Zoho CRM based on Conditions

          Hello Everyone, You can now automate portal invitations in Zoho CRM with the new Auto-Invite users feature in Portal management. No more manually enabling portal access one by one. With this enhancement, you can automatically send invites for users to

        • In App Auto Refresh/Update Features

          Hi,    I am trying to use Zoho Creator for Restaurant management. While using the android apps, I reliased the apps would not auto refresh if there is new entries i.e new kitchen order ticket (KOT) from other users.   The apps does received notification but would not auto refresh, users required to refresh the apps manually in order to see the new KOT in the apps.    I am wondering why this features is not implemented? Or is this feature being considered to be implemented in the future? With the

        • How to Rank Tables by Row Count in Descending Order

          I am trying to understand the consume of lines that grow up so fast in the last week. Is there any way to create a pivot table or query to get TABLE NAME LINES in descending order?

        • Error AS101 when adding new email alias

          Hi, I am trying to add apple@(mydomain).com The error AS101 is shown while I try to add the alias.

        • Can we do Image swatches for color variants?

          We want to do something like the attached screenshot on our new zoho store. We need image swatches instead of normal text selection. We want to user to select an image as color option. Is this doable? I don't see any option on zoho backend. Please h

        • Export your notes from Notebook!

          Dear users, The long awaited feature is now live. Yes, you can now export your notes from Notebook app in bulk. But the feature has just started with web app alone for now. You can try the export feature as mentioned below: Go to our web app, https://notebook.zoho.com Go to 'Settings' > 'Export' Now, select the format: You can select either ZNote or HTML Once done, you can use the same to import or can have this a local backup of your notes. Note: Export for other platforms are in development and

        • Canva Integration

          Hello! As many marketing departments are streamlining their teams, many have begun utilizing Canva for all design mockups and approvals prior to its integration into Marketing automation software. While Zoho Social has this integration already accomplished,

        • Prepopulating Fields

          Hello, I have a form (Assets) with 2 lookup fields: Client (from Clients) Site (from Client Sites) I modified the code (highlighted in red below), so the Site dropdown shows the list of sites related to the Client. must have Client_Site ( type = picklist

        • CRM x WorkDrive: File storage for new CRM signups is now powered by WorkDrive

          Availability Editions: All DCs: All Release plan: Released for new signups in all DCs. It will be enabled for existing users in a phased manner in the upcoming months. Help documentation: Documents in Zoho CRM Manage folders in Documents tab Manage files

        • Sync Zoho Marketing Automation with Zoho Forms

          I can't find a section where the integration between Zoho Marketing Automation and Zoho form is explained. And how form subscription works with opt-in and consents.

        • REPORT THAT SHOWS SOH FOR ITEMS THAT HAVE ZERO SALES

          When we started Zoho we imported a lot of inventory lines directly off our suppliers price list and have never ordered / sold. I want to clean up our data base and remove all these lines. What reeport will show me what lines have zero sales as well as

        • Automation series : Close all tasks once the project is completed

          When a project is marked as Completed, it might still have open tasks such as recurring tasks that were not marked as complete, tasks that are no longer relevant, or tasks that no longer need attention after closure. To ensure the project reflects its

        • Converting Sales Order to Purchase Order

          Hi All, Firstly, this code works to convert a sales order(SO) to a purchase order (PO) via a button, however I am running into an issue when I convert the SO where the values from the line items are not pulled across from the SO to the PO. The ones in

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

          The address field will be available exclusively for IN DC users. We'll keep you updated on the DC-specific rollout soon. It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition. Latest update

        • Horrible Connectivity!

          I have used Meetings several times, but most of the time the connection is horrible. The video freezes, the audio freezes, and we end up cancelling the meeting. I am on a high speed internet connection, and Zoom works fine, so I know it's not a problem

        • Is it really true that I can't set the default 'deposit to' account in 2025?

          I've been using Books for 7 years and the default account has never been a problem. I usually manually reconcile invoices and have never had a thought about which account. It has always been my account. However, I recently noticed that for the past 4

        • Zoho DataPrep switching Date Format

          When using a pipeline that is importing Zoho Analytics data into Zoho DataPrep, the month and day of date fields are switched for some columns. For example, a Zoho Analytics record of "Nov. 8, 2025" will appear in Zoho DataPrep as "2025/08/11" in "yyyy/MM/dd"

        • Using Another Field Value for Workflow Field Update

          I'm trying to setup a Workflow with a "Field Update" action on the Lead module, but I would like the new value to actually be taken from a DIFFERENT Field's on the Lead record (vs just defining some static value..) Is this possible? Could I simply use

        • Greek character in Deluxe script

          Hi, We have been using a script since 2022 which replaces characters in Greek contact names using replaceAll. Since this morning, all the Greek characters used in the script have turned to question marks. I tried retyping the characters, copy-pasting

        • Tax information

          Hello, I need help/guidance on how to add my organization's Tax/VAT information. Thank you Pavly

        • Build smarter Guided Conversations with Fork Blocks

          When your customers arrive on your support channel, they're not there to explore. They are usually confused and stuck while trying to fix something important. We understand how stressful that moment can feel and we want your bot to make things easier,

        • Custom item field won't allow decimal.

          Hello, I have a custom item field that needs to be able to have a value with a decimal place such as 6.7 or 6.18. I have tried custom formatting the input format but can not get the correct syntax to allow this. Is this possible in Zoho?

        • Free webinar: Zoho Sign unwrapped – 2025 in review

          Hey there! 2025 is coming to an end, and this year has been all about AI. Join our exclusive year-end webinar, where we'll walk you through the features that went live in 2025, provide answers to your questions, and give you a sneak peek on what to expect

        • HubSpot CRM to Zoho Creator Integration

          I'm trying to create an integration between HubSpot CRM and Zoho Creator with HubSpot being the push source (if a contact is created or updated in HubSpot, it pushes the information to Zoho Creator). I have two questions: 1- Is it best to use Zoho Flow

        • Next Page