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

        • Allow Reauthorizing CRM Connections Without Revoking First

          Currently, when a Zoho CRM connection needs to be reauthorized or authorized with another account, we first have to revoke the existing authorization and then authorize it again. This creates a gap where the connection is unavailable, and any functions,

        • Global Sets for Multi-Select pick lists

          When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

        • Zoho Projects - Mobile App - Creating Related Issue On Task View

          Hi Projects Team, I'm working with a client who wants to use Zoho Projects for their field service work. So far it is working find (and I am aware of FSM, but the client is happy with Projects). One thing they have raise with me as a frustration is that

        • 👍 Zoho CRM's Notes now gets Reactions and a new look

          Available in SA and JP DCs. Rolling out to other DCs in phases. Hello everyone, Notes help users capture important updates, collaborate with teammates, and maintain context for records. Now with Note Reactions, users can quickly acknowledge updates, express

        • Track All Emails from Company Domain

          For our business model, it's almost impossible to keep track of all emails sent to clients, under the way ZohoCRM currently tracks emails to customer records via the user account only. We'd like to see a way of tracking emails via domain only, separate

        • Zoho Assist Remote Desktop on Android grey screen

          With Zoho Assist Remote Desktop for Android when I connect to an unattended device I see only a Grey Screen. It worked fine before. This is a recently issue. I tried to clean data and cache, reinstall app, try and old version... but nothing. Always grey

        • Cannot format "start date" field in Zoho Flow

          I am trying to recreate a flow that connects Inventory package creation to Zoho projects (where a task is created in a defined project). I've been able to troubleshoot everything EXCEPT the date fields; specifically the "start date" - which is quite important

        • Introducing Incentives for Zoho CRM: Build, automate, and track sales commissions

          Dear Customers, We are here with an amazing news! We built a direct solution to help manage your commission provisioning activity in your business. From creating commission plans to issuing payouts, this application leverages your sales reps’ performance

        • Dark Mode for ZOHO Recruit

          Please make a dark mode for ZOHO Recruit. The white is SO BRIGHT!

        • Dashboards for Customers

          Is it possible to build dashboards for each customers in the community for their tickets?

        • Feature Request - Dedicated "Avail" action for Restricted Holidays (instead of routing through Apply Leave)

          Currently, Restricted Holidays in Zoho People are handled through the Leave module. Employees have to go through Apply Leave and select the Restricted Holiday as a Leave Type in order to avail it. From an HR perspective, a Restricted Holiday isn't really

        • Deleting invoice (not syncing with Xero)

          If I delete an invoice or Bill in Zoho Inventory, it doesn't sync with Xero. So my Xero accounts are not correct. Whats the point of being able to delete a transaction in Zoho if it doesn't sync to my accounting package? How can I do this?

        • Allow Clients to choose which meeting platform works best for them

          Hi! I have a feature request for Zoho Bookings! I currently have multiple online meeting platforms connected to Zoho Bookings: Zoho Meeting, Zoom Meetings and Teams Meetings. Since we are allowed to connect multiple meeting platforms, it would only make

        • Implement Meeting Polls in Zoho Bookings

          Dear Zoho Bookings Support Team, We'd like to propose a feature enhancement related to appointment scheduling within Zoho Bookings. Current Functionality: Zoho Bookings excels at streamlining individual appointment scheduling. Users can set availability

        • Previewing attachments in email composer (Zoho CRM)

          When I am sending an email from a contact's record, when I am in the compose email screen, if I add an attachment to the email, I cannot then click on the attachment to view it to see if it is in fact the correct attachment before sending. In Outlook

        • Zoho Lens Feature Update: September 2026

          RealWear store support Zoho Lens is now listed on the RealWear marketplace, paving the way for quick and easy deployments. Install it straight to your smart glasses from the marketplace without any cables, pendrives, or manual transfers.

        • How are you using AI task management tools in your team

          AI is becoming more useful when it can do more than suggest tasks. Having AI agents help with task updates, follow-ups, and repetitive project work could make day-to-day collaboration much smoother. I recently came across Sharkly.ai, which focuses on

        • Can Zoho Mail Be Used with Google Workspace Without Migrating Emails?

          Hello Zoho Community, We currently use Google Workspace for our company emails and do not want to migrate our email accounts or data to Zoho Mail. However, we would like to use Zoho Mail as an email client, similar to Microsoft Outlook, by connecting

        • Topic assignment to a contact list never completes in Zoho Campaigns

          Hello, I am experiencing an issue in Zoho Campaigns when trying to assign a Topic to a contact list. When I select a list and try to assign a Topic, Zoho displays the following message: “This process will take a few minutes. You will receive an email

        • Subforms and automation

          If a user updates a field how do we create an automation etc. We have a field for returned parts and i want to get an email when that field is ticked. How please as Zoho tells me no automation on subforms. The Reason- Why having waited for ever for FSM

        • [ZohoDesk] Improve Status View with a new editeble kanban view

          A kanban view with more information about the ticket and the contact who created the ticket would be valueble. I would like to edit the fields with the ones i like to see at one glance. Like in CRM where you can edit the canvas view, i would like to edit

        • Automating CRM backup storage?

          Hi there, We've recently set up automatic backups for our Zoho CRM account. We were hoping that the backup functionality would not require any manual work on our end, but it seems that we are always required to download the backups ourselves, store them,

        • Zoho Assist Feature Update: September 2026

          Custom View Filters in Scheduled Reports Scheduled Custom Reports now support saved Views. Select a View when setting up your schedule, and only the data matching its filter criteria will be delivered to recipients in each email. Without a selected View,

        • Tip #89 – Access, print, and manage remote files from your local printer with Remote Printing – 'Insider Insights'

          A team member working from home urgently needs a document that's sitting on the office system. The office is locked and nobody is around to access it. Emailing the file means routing a sensitive document through external channels, and that's not something

        • Important: Teamwork Projects Integration Moving to API v3

          Hello Teamwork Project users, We are migrating the Teamwork Projects integration from the legacy V1 API to V3 API. This upgrade enables support for custom fields from Teamwork Projects, allowing users to import custom modules and fields into Zoho Analytics

        • Introducing Night Mode for Zoho Recruit [BETA]

          Late-night hiring sessions? Long hours reviewing resumes? We heard you. Night mode [BETA] is now available in Zoho Recruit, giving you a cleaner, more comfortable workspace that’s easier on the eyes while keeping the focus on what matters most: hiring.

        • Sent Items folders not syncing on Thunderbird

          HI,  I run TB on multiple devices, since the middle of September all the devices have stopped synchronising the sent items folders, all mail is received and sent correctly and stored in my zoho webfolders. I haven't changed any of the settings. Any ideas? This is also the case in my 'paid for' accounts with ZOHO and Thunderbird Many thanks Tony whittingham

        • Thunderbird not retrieving Mail automatically

          Hi, I have set up Zoho in Thunderbird all fine, the only problem is that the mails are not coming to Thunderbird automatically, they only come when I initially start up Thunderbird,  any ideas for a fix on this cheers

        • Free Webinar Alert! Don’t take the bait: Everyday email safety in Zoho Mail

          Hello Zoho Community! Think you can spot a suspicious email before it catches you off guard? Join our upcoming webinar, “Don’t take the bait: Everyday email safety in Zoho Mail,” and learn how to recognize common email threats and build safer habits for

        • Do you know which 20% of your products generate 80% of your revenue?

          Not all products earn their place in your inventory. In almost every catalog, a small group of items drives most of the revenue, while a long tail quietly ties up storage, counting effort, and working capital. The trouble is, most teams treat every SKU

        • How can we allocate incoming PO stock to Sales Orders, and does Backorder automatically reserve it upon receipt?

          Hello Everyone, We want to allocate incoming Purchase Order quantities to specific Sales Orders before the stock arrives. For example, from an existing PO of 100 pieces: 40 pieces assigned to SO-A. 35 pieces assigned to SO-B. 25 pieces left unallocated.

        • Convert an Existing Single Item into an Item with Variants

          Hello Zoho Team, Introducing variants is a great addition to Zoho Inventory. However, we would like to request an option to convert an existing single item into an item with variants. For example, Item A initially comes in only one colour, so we create

        • inventory removal at packing list or shipment.

          currently our system is set to remove inventory at invoice. This is creating an inventory nightmare? Is it possible to change the settings to remove the item from inventory at either the packing slip stage or shipping the item.

        • Delug script

          I have been looking at auto-update a amount (home currency) field from another module. Zoho native multicurrency was used in the other module (we have 4 here). Custom script was input with no error, but the field was not updated on trigger. Script as

        • Zoho Desk API modifiedTimeRange returns HTTP 500 around 2026-03-08T02:00:00.000Z

          Hello Zoho Support Team, We are experiencing a reproducible HTTP 500 Internal Server Error when querying the Zoho Desk API search endpoint with a specific modifiedTimeRange boundary. ### API Endpoint GET /api/v1/tickets/search ### Reproduction Steps &

        • Allow Email Attachments to Be Opened Directly in Zoho CRM

          Hi all, It would be very helpful if attachments linked to an email in Zoho CRM could be clicked and opened directly from the email preview. Currently, the attachment names are displayed, but the experience of viewing them is unnecessarily limited. Users

        • GEO and Zoho Desk

          Has anyone done anything with GEO (generative engine optimization) and zoho desk KB? Are there any plans from Zoho on adding the ability in inject GEO scripts in KB Articles?

        • How to add custom lookup-type field to meeting module form in Zoho CRM

          We need to have a lookup field to a custom module's record in Zoho CRM. But it appears that look-up fields are not enabled in Meetings/Events module in Zoho CRM. How do I design/implement a custom look-up type field that will lookup records from custom

        • AI-Powered Automation for Repetitive Tasks

          Incorporating AI into Zoho People can streamline and automate repetitive administrative tasks, boosting productivity and efficiency. Automate Data Entry: Use AI to auto-capture and input data from emails and forms, reducing errors. Schedule Management:

        • Rotate an Image in Workdrive Image Editor

          I don't know if I'm just missing something, but my team needs a way to rotate images in Workdrive and save them at that new orientation. For example one of our ground crew members will take photos of job sites vertically (9:16) on his phone and upload

        • Next Page