Introducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk

Introducing Zia GenAI: Zoho's Native Generative AI for Zoho Desk

Hello everyone,

Notes
Note: We have updated this announcement on 13th March 2025.
As of 7th March 2025, the following name changes are made with respect to Zia. 
  • Zia GenAI is updated as Zia 
  • Zia Powered by GPT is updated as Generative AI
  • Native Generative AI is updated as Open Source Models 

AlertZia is available on Early Access for Zoho Desk Enterprise subscribers. Kindly fill out this Registration Form to request early access.

We are excited to announce the Beta release of Zia Native Generative AI in Zoho Desk, now available through our Early Access program. This model is designed to enhance the efficiency and quality of customer support, and we are inviting you to experience it firsthand. 

Info

Important notes

  • Zia is currently available in AU, EU, US, and India data centers.
  • Zia currently supports 13 languages - English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, Hebrew. We are actively working on expanding language support even further.


In the fast-paced world of customer support, efficiency, accuracy, and personalization are crucial. With this in mind, we're introducing Zia GenAI in Zoho Desk. While AI is already a key player in the service industry, Zia stands out by leveraging native genAI models to address specific challenges, such as:

  • High response times
  • Repetitive nature of routine queries
  • Inconsistent responses across agents
  • Limited contextual understanding of customer issues
  • Difficulty of extracting actionable insights from vast amounts of customer data

By tackling these challenges, Zia helps support teams deliver faster, accurate, and personalized customer experiences.


Zia's advanced AI capabilities

Building on the foundation of Zia’s earlier tools—such as sentiment analysis for understanding customer emotions, keyword tagging for better ticket organization, and anomaly prediction for identifying irregular patterns—Zia takes these capabilities to the next level. It offers a more sophisticated contextual grasp of customer interactions, enabling it to provide highly relevant and actionable responses. By streamlining routine tasks and enhancing response quality, Zia empowers agents to focus on more complex customer needs and elevate the overall support experience.

Zia's generative skills

  • Contextual ticket summaries

    Zia     provides concise summaries of incoming inquiries and previous conversations within a ticket. Agents can choose from different options, including recent, initial, or multiple ticket conversations (up to five), which cover all types of interactions—such as incoming, outgoing, forwarded, and public comments. This enables agents to quickly grasp the context and history of complex tickets, which ensures they can deliver informed, relevant, and efficient responses without having to read through lengthy ticket histories.

    For example, if an agent is handling a long-running issue, Zia can generate a summary of the latest ticket conversations or earlier interactions within the same ticket, helping the agent provide a more precise response while saving time.




  • Efficient responses with AI assistance

    Zia analyzes customer inquiries and drafts responses based on the information available in the knowledge base articles. Whether it’s addressing policy-related questions or providing troubleshooting guides, agents can resolve issues faster.

    For example, a ticket enquiring about a refund for a recently purchased item can be answered without an agent's intervention. Zia can analyze the tone of the email and draft a formal response with details on how to go about with the refund based on its analysis of the KB articles. It can also include the links to the company's refund policy and commonly asked questions related to the customer's request.


  • Personalized and empathetic interactions

    By analyzing the tone and sentiment, Zia helps agents draft responses that align with the emotional context of the conversation. Whether the situation requires an apology for a delay or a friendly response to a simple query, Zia ensures every interaction feels personalized.

    For example, a customer reporting a delayed refund should receive an empathetic and prompt response. For routine inquiries, Zia will be more likely to suggest a friendly, concise reply.




  • Customizable response lengths

    Zia enable agents to tailor the length of responses to suit customer needs. Whether a customer requires an in-depth explanation or a brief summary, agents can choose the most appropriate format to ensure clarity and efficiency.

    For example, when a customer reports a technical error in the software, Zia can generate a detailed explanation to help resolve the issue or provide a concise troubleshooting guide based on the severity of the problem.



  • Proactive knowledge base growth

    Zia flags gaps in the knowledge base by identifying customer issues without documented solutions. This helps organizations continuously improve their knowledge repository, equipping teams to address similar issues more effectively in the future.

    For example, if an agent encounters a unique issue without an existing solution, Zia notifies the team to create a new knowledge base article, helping future agents resolve similar problems more effectively.



  • Data privacy and security

    Zia adheres to strict GDPR guidelines to ensure customer information remains secure. All responses are generated solely from the company’s knowledge base, and ticket data is not used for training purposes.

For more information on Zia and how to configure them, please refer to the detailed help documentation on 


To enable this feature in your Zoho Desk account, please don't forget to fill out the registration form to request access. We look forward to empowering your support team with the power of AI.


For any questions or assistance, the support team is available via email at support@zohodesk.com, or queries and feedback can be left in the comment section below.


Thank you, and have a great day!


Regards,

Varsha P

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

    • Error code 1000

      Can you please tell me why the following, occasionally causes this error via the api, not every time ?... zoho.books.updateRecord("salesorders",organizationID,salesorderID,{"template_id":"#################069","custom_fields":[{"label":"DelDate","value":"Tuesday,

    • VAT rates - exempt and out of scope

      Good Evening, UK based company here. I am a bit confused in respect of setting up VAT rates for exempt goods and services; at present I am simply leaving the VAT rate blank in the transactions in order to prevent any VAT appearing in the VAT return. When

    • How to loop through Multiple Upload and Display Actual File Name

      I have been reading the help on the File Upload Control and reviewed the Deluge help on files and I can not figure out how to loop through the uploaded files and do anything but get the automatically created file names. The code below will run but each

    • abou arattai

      I want to use the Arattai app for business purposes, so please convert my account to a business account.I have my own invoice app, and I want to link it with the Arattai app for direct messaging.

    • Configurable Zoho Cliq Notifications for Zoho People Alerts

      Hello Zoho People Product Team, Greetings and hope you are doing well. We would like to request an enhancement to Zoho People notifications, enabling a native delivery via Zoho Cliq with admin-level control, similar to the notification settings available

    • Looking back at Zoho Calendar in 2025

      Hello Zoho Calendar Community, As we step into a brand-new year, we’d like to take a moment to thank you for being an active and valued part of the Zoho Calendar community. Your trust, feedback, and continued engagement motivate us to keep evolving and

    • There was an error while connecting to GSTN

      I am trying to file GSTR1. Everything flows smoothly until I reach the final step of filing the return. After I enter the PAN and OTP for filing it raises the error "There was an error while connecting to GSTN"

    • Zoho Books Extension: What Happens If Custom Fields Already Exist?

      When developing Zoho Books extensions, what happens if the target Zoho Books organization already has a custom field with the same API name as one defined in the extension? I’m asking because we originally created an on-Books version of this functionality,

    • Internal Server Error (500) When Attempting to View Banking Transactions

      I am experiencing an Internal Server Error (500) when attempting to view transactions across all of my banking accounts. Despite multiple attempts to resolve this, I have received little more than runaround from support, and the issue remains unresolved.

    • How do I add a blank line to the Organisation Address Format?

      I'd like to have my VAT number, for example, shown prominently by having a clear gap between it and the address block above, but any blank lines in the address format get ignored in PDF outputs.

    • Automatic Invoice Number generation for createRecord

      Hello, while testing some custom Buttons in my Zoho Books application, I noticed that I get an error that previously did not occur. After some further digging I found that the automatic transaction numbering of invoices no longer work in my organization.

    • Adding number of days to an estimate.

      I need both QTY of item and "number of days hire" in my estimates at the line item level. Any clues as to how this is done would be greatly appreciated. It needs to calculate. Thanks J

    • Books Api: listing expenses created after certain dates

      Is there any parameter I can add to the List Expenses endpoint that will let me look up expenses by when they were created?

    • Why can't we change the Account type from an Expense to an Asset?

      Like the question. Why in QuickBooks for example if I mistakenly created an account as an expenses and I already captured information in those accounts, I can just change the account type from expense to asset

    • Is it possible to do validation for the Actions added to Reports?

      We have an all-around On Validate function that checks all the possibilities before the Created/Edited form submissions. We want to have a button in the report view, so we can change records without entering. We are able to add this button, and it does

    • [Free Webinar] Environments in Zoho Creator - Creator Tech Connect

      Hello Everyone, We’re delighted to kick off the 2026 edition of the Zoho Creator Tech Connect Series and are excited to continue this learning journey with you. The Creator Tech Connect series is a free monthly webinar featuring deep-dive technical sessions

    • Zoho Voice API SMS

      I made a post request in Zapier to try to send an SMS. Authentication appears to be configured correctly. I followed the documentation and I'm getting a 400 Error "Internal Server Error". Not helpful at all. Anyways, I could not find any information on

    • How do I change (error) display messages

      Hi! I would like to edit display messages like "invalid entries" and "enter a value for Nome" and so on into Italian language messages. How can I do that? Already tried on Validate on form submit. Where I am failing? Thanks in advance.

    • Record Overseas Transactions Along with CC charges

      Hi All, We receive payments via stripe in multiple currencies and stripe takes around 2.5% fees. The amount is settled in INR into our local bank. What should be the currency of the income account used for Stripe payments? Here is a sample flow that we

    • Easier onboarding for new users with stage descriptions

      Greetings, I hope all of you are doing well. We're happy to announce a recent enhancement we've made to Bigin. You can now add descriptions to the stages in your pipeline. Previously, when creating a pipeline, you could only add stages. With this update,

    • Pieds de page personnalisé - Document Zoho Writer

      Bonjour à tous, Je rencontre un souci avec l’ajout d’un pied de page personnalisé dans un document Zoho Writer. Je souhaite insérer les informations de mon entreprise (notamment un logo + adresse) dans le pied de page. Le problème, c’est que lorsque j’ajoute

    • Credit card transactions are backwards after importing statements

      I am new to Zoho Books so I'm importing my firm's bank and credit card statements in. My credit card statements have a single column with negative numbers so that is the option I chose. But when I went to categorize the credit card transactions, I can

    • Permissions on Views

      Having the option of any agent creating custom views is firing back and got a situation where there are a hundred different views across the team and tickets are not being dealt in the most efficient of ways. Tickets seems to be missed by some agents,

    • Function #8: Add additional charges to invoices

      Here goes one of the highly sought-after custom functions in Zoho Books. If you find yourself needing to apply additional charges to customers on their invoices (say credit card surcharges, or fuel charges applicable to customers from a certain region,

    • VIsual maindmaps in Zoho notebook Ai

      Can I create and export VIsual maindmaps in Zoho notebook Ai

    • 1stDibs Integration to Zoho Inventory

      Hello is it possible to integrate my Zoho inventory and 1stDibs?

    • Community Question: Renewal vs Invoicing

      This is a question for the community. Does anyone else consider there to be a difference between a subscription renewal event and sending out a recurring invoice for a subscription? For example, let's say customer XYZ purchases a 1-year subscription to

    • cloud console support for music websites

      Hi Friends, I am not from a very technical background.. So need support from the Zoho family. I want to build a e-commerce website which is in Musical Niche. It will help people learn music & play instruments of all types. There are a few players in the market like Chordify , Guitaa, Guitar Dashboard, ChordU & few others. But I all these websites allow only a few instruments  to play. So I want to build a better  website than the one I mentioned. So wnated to know what UI & AI should I use so that

    • Scheduled Reports - Do not send empty report

      Hello, We are intensively using reports in the CRM, especially for sales managers. When data is empty, they still receive an email. Can you add an option to avoid sending the report when data is empty?

    • Is Zoho One Desktop more secure than Zoho One Web SaaS?

      Is Zoho One Desktop more secure than using Zoho One in browser? Inherently, it seems desktop would be unless you don't do things like share your pw or leave pc on. I am concerned about data being on the cloud or someone else's server and database.

    • Reminder Settings - Time Tracker

      On the time tracker in Reminder Settings I created a reminder according to the Zoho manual. But a manager asked me to change the message that goes in the email. Is it possible to change the message? I didn't find that in the Zoho manual. Another question: I configured to receive the reminder everyone who logged in less than 40 hours. Does Zoho consider less than 40 hours of the current week or the whole month? Another situation, I put it so that I and another specific user would receive the notification,

    • Create Item group from a composite Item

      I have applied my mind for hours but cannot figure this out. Can you have a composite item in an item group?. E.g. We bundle different color and size SKU's together as composite items. Also Using composite items as Bill of Materials. We want to create

    • Main difference of Zoho Recruit Corporte version and Staffing HR vesion

      Hi Zoho, I need help to fully understand what is the main key point differences of Recruit Corporate version versus the Staffing HR version? We are currently using Corporate HR version and we are looking on having an insightful automated reporting, does

    • Out of Stock items showing in Commerce

      I have over 6000 items and most are not in stock, but all items are showing up in Commerce whether they are inventory or not. What option or feature can you use to hide items in Commerce at zero or negative quantities? I currently am using Commerce for

    • Is it possible to transfer data from one related list to another within the same module ?

      In the Leads module, there is an existing default Product related list that already contains data. Recently, I added a custom multi-lookup field, which created a new related list in the same Leads module. Now, I need to move the existing data from the

    • How to implement new online payment gateway?

      Hello, Can you tell me how to proceed to implement my local payment gateway? DIBS has an open avaiable API that should be easy to implement into ZOHO BOOKS. http://tech.dibspayment.com/dibs_payment_window

    • Formula working in MS Excel , is not working in Zoho Sheets, Filter fuction which is working in MS sheets per the attached workbook / Daily update.

      Filter function , which is working in MS Excel is not working in Zoho sheets. Please help on function of filter of particular class sheets and extract students name who has more than 3.5 hours of study hours on particular day depending on date in D7 cell.

    • New in Smart Prompt: Record Assistant for contextual assistance, and support for new AI models

      Smart Prompt helps teams stay informed and move faster by providing relevant suggestions where work happens in CRM. With this update, Smart Prompt becomes more adaptable to your organization’s AI preferences. You can now choose which Large Language Model

    • Improved Integration Failure Information (And Notification Options)

      Hi, When an attachment service for example fails, you just get "Field x - Error", I can check the field it is failing on and find nothing wrong, same file size, type, dimensions, etc. so more information as to the actual issue would be helpful. And an

    • Change User Role in a Form

      Hi, When in a form, it would be good (And consistent) to be able to change the user role/permission like you can with Shared Reports, All Entries or the actual User itself, rather than having to delete the users permission and then add it back again with

    • Next Page