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

    Nederlandse Hulpbronnen


      • Recent Topics

      • Option to Customize Career Site URL Without “/jobs/Careers”

        Dear Zoho Recruit Team, I hope you are doing well. We would like to request an enhancement to the Career Site URL structure in Zoho Recruit. In the old version of the career site, our URL was simply: 👉 https://jobs.domain.com However, after moving to
      • Can't make a document editable to anyone

        Hey everyone, I am using Zoho Workdrive and trying to share a document so that it is editable by anyone with the link. I am trying to convince people to shift from Google to Zoho, but they don't have accounts yet. When I try to change the share settings
      • Edit Default Print

        What I want to do is create / edit the "Default Print" template without changing the layout I'm using. Currently I can create "Email Templates" but I don't use them for emailing and getting to that selection takes multiple clicks. If an email template could be set to be the Default Print template that would be helpful. I'd also like to print these in bulk but don't see that option (there is a mail merge macro but that goes straight to emailing, not to print or PDF).
      • Widget shows error

        Hi, May I ask why below characters will be auto added into the widget link and how to solve this error? As my widget shows 404 error now. ?serviceOrigin=https%3A%2F%2Fcrm.zoho.com&frameorigin=https%3A%2F%2Fcrm.zoho.com
      • How to print envelope labels from Zoho CRM

        Can anybody give me any clue how to print envelope/package labels directly from Contacts view? Regards, Alexandru Moderation Update: The Canvas Print View, which also facilitates the formatting of mailing labels, is now available! Learn more here: Zoho
      • Data Import: New interface, improved field mapping, and more

        Hello everyone! We’ve redesigned the data import process to ensure accurate field alignment and verify that every column in the uploaded file maps correctly with Desk fields before import. Here's how: Streamlined Import Steps Importing data is now more
      • Address labels

        Hi, we've been searching for a long time for a simple way for our employees to print address labels using a Dymo Label Writer 450. We came up with two alternatives that work, bur aren't really optimal.  First one is WebMerge. Webmerge is a great application that does 100% what we need but it is way too expensive for our needs. We only need to print a couple of labels per month. The second one is the integrated print tool in Zoho CRM, (Print preview) You would think this is the obvious way to do this
      • Print Labels

        How can I configure my address to print my labels like this: Name Mailing Address Mailing City, Mailing State Mailing Zip Country Instead of: Name Mailing Address Mailing City Mailing State Mailing Zip Country Thanks!!!!
      • Mailing labels - Improperly formatted

        All I'm trying to do is print one, properly formatted, mailing label. I'm in the Contacts module. In the default "list view" for mailing labels I selected a single client, hit the "more actions" drop down and selected print mailing label. Unfortunately,
      • Printing mailing labels

        The ability to print mailing labels would seem to be an important, basic, function of a good CRM. I find it very surprising that this has still not been addressed adequately by Zoho. When trying to use the existing "mailing label" included: 1. the data
      • Pageless mode needed to modernise Writer

        When we switched from GSuite to Zoho, one of the easiest apps I found to give up, was Docs. In many ways, Writer has always been more powerful than Docs, especially in terms of workflows/fillable forms/etc. However, I went back into Docs because I notice
      • Zoho Projects - Visual improvement to parent and sub-task relationship

        Hi Projects Team, My feature request is to improve sub-task visibility. Please see screenshot below. I really think parent child relationships could be visually improved. Even if the first letter of the parent task was inline with other same level tasks
      • API method to get activity feed in Recruit

        Hi community, I'm trying to figure out - is there any API method tto get information about datetime when Recruit/Candidates record tag where added?
      • Printing Mailing labels

        Is there any way to adjust the size of the printing labels? or product would I use to print labels from Zoho? Thanks, Josef Krieger Moderation Update (14th April 2025): We have another post discussing the same topic with votes and feedback from users.
      • Default to Current Date

        I'm importing data from a excel spread sheet that does not have date column and I'd like the date column in the Zoho Database to default to the current date. Any way I can do this?
      • Different Company Name for billing & shipping address

        We are using Zoho Books & Inventory for our Logistics and started to realize soon, that Zoho is not offering a dedicated field for a shipping address company name .. when we are creating carrier shipping labels, the Billing Address company name gets always
      • Make Packages from multiple sales order of a single customer

        Our customers sends orders to us very frequently, some times what customer wants is to ship items from 5 to 6 sales orders in a single shipment. it will be very nice if, zoho can implement this function, in which we can select items from other sales orders of the customer.
      • Show Custom Button in Portal Listview Canvas

        I have created a custom button that shows in a list view of deals (internally I can see it). I have permissions to allow this button on the portal. But it is not displaying in the canvas list? Before I do too much leg work, is this function allowed?
      • Zoho Sites "pages" management page

        I have 80 plus pages on zoho sites. When I go to the "pages" link to view and edit pages, They are not in any kind of order, so I spend lots of time searching for pages when I need to edit or create new. How can I change the view order of all my pages
      • AI feature in Zoho Desk suggesting answers based on past ticket threads

        Hi I would like to suggest something that would be very useful : instead of suggesting answers based on the Knowledge Base, I think it would be great if Zia could analyze the history of all customer and agents threads, to suggest answers in new tickets.
      • Advanced Customization of the Help Center using JavaScript

        Hello everyone, The Help Center in Zoho Desk can be customized by using HTML and CSS to provide structure and enhance the page's appearance—but what if you want to add interactive and dynamic elements? You can add these effects with JavaScript, a programming
      • Introducing Zoho POS for the Kingdom of Saudi Arabia

        Hey everyone, We are excited to kick-start December with a completely personalized edition of POS for retail businesses in Saudi Arabia to help run your operations with ease. It offers four different subscription plans—Free, Standard, Professional, and
      • Unveiling Zoho Sites 2.0 - A new dimension in website building

        Dear Zoho Sites Users, We are thrilled to announce the launch of Zoho Sites 2.0 today! This refresh represents a significant step forward in the capabilities of Zoho Sites and is crucial for creating a lasting and positive impact on our customers' businesses.
      • Script Editor not an option

        I am trying to apply a script to a sheet and Script Editor is not an option. I don't want to go outside Sheets to do this (like Creator) if it can be done inside Sheets.
      • Not able to link email text.

        Kindly check Zoho Sites. I am unable to turn a text into a email link. The save button does not work. Kindly try yourself to see it not responding to save.
      • Migrate data from old to new account

        Hy, Have one Old Zoho Notebook Account with Data , want to migrate that whole Data to New Zoho Notebook Account which is in Zoho One . Is that possible ? If Yes then how?
      • Zoho Analytics Regex Support

        When can we expect full regex support in Zoho Analytics SQL such as REGEXP_REPLACE? Sometimes I need to clean the data and using regex functions is the easiest way to achieve this.
      • Add Custom Reports To Dashboard or Home Tab

        Hi there, I think it would be great to be able to add our custom reports to the Home Tab or Dashboards. Thanks! Chad
      • landed cost-need help with different currency under the same bill

        I’m having trouble recording landed costs in Zoho Inventory/Books. My purchase order is in CNY, but the landed cost (freight) I pay is in USD. Zoho forces everything under the same bill to use one currency, so I can’t enter the landed cost in its actual
      • Pricing Strategies: #1 Nuances in Pricing

        When Clara first opened her digital printing shop, pricing was simple. She sold handmade greeting cards, planners, business cards, and other physical items at fixed label prices, individually and in bulk. One SKU, one price, one bill, and that's all it
      • [Free Webinar] Learning Table Series – Education Management in Zoho Creator

        Hello Everyone! We’re excited to invite you to another edition of Learning Table Series, where we showcase how Zoho Creator empowers industries with innovative and automated solutions. About the Learning Table Series The Learning Table Series is a free,
      • Move attachments from one module to another with Deluge

        I have created a button that works just like the convert button for my custom modules. I would like this custom function to move any attachments in this record to the new module. I can't seem to find any documentation on how this can be accomplished.
      • Help in function code

        Hi, could someone look at the code below and tell me what 's wrong with it? After a deal creation or edition the code should find the related Account, than all open Deals for that Account and copy the field Total_Open_Deals from the Account record to
      • Automation Series: Auto-update Phase Status

        Hello Folks! You can auto-update your phase's status based on status of underlying tasks using custom functions. In this series, we will showcase how to create and run custom functions, using Deluge, with ease. Follow the steps below and automate your
      • how to add subform over sigma in the CRM

        my new module don't have any subform available any way to add this from sigma or from the crm
      • Zoho Projects - Project Details on the Project Menu

        Hi Project's team, I've helped may businesses setup and use Zoho Project and one thing I see time and time again is confusion on where to find the Project Details information. I would be much more intuitive if Project Details was on the menu before Dashboard.
      • Zoho Projects - Add Feed to Project Tabs

        Hi Projects Team, I'm working on a lightweight communications requirement for one of my customers in relation to communicating with their client users via Zoho Projects. I noticed that the Feed is only available in the Collaboration section, but you can
      • Flow - Fetch info from drop down in another module

        I am running into a road block which I thought would be a simple task. My goal - The account is assigned to a "route" which can be selected from a drop down menu and adds a tag to the account accordingly (easy enough). Now when I create a task for this
      • Show unsubscribed contacts ?

        Hello, I would like to display the unsubscribed contacts. Unfortunately, I do not have this subscription type as described in the documentation (https://help.zoho.com/portal/en/kb/marketing-automation-2-0/user-guide/contacts/contact-management/articles/subscription-type-24-1-2024#Subscription_Type_field.)
      • Zoho Developer Community Hackathon 2025 is LIVE!

        Hey developers! It’s that time of the year again — the Zoho Developer Community Hackathon 2025 is officially open for registrations! If you’ve been waiting for a chance to stretch your skills, try something new, or finally bring that idea to life, this
      • Next Page