New features and improvements in Desk's integration with Zia powered by GPT 

New features and improvements in Desk's integration with Zia powered by GPT 

Hi everyone,


We’re pleased to announce several new enhancements in Zia Powered by GPT integration. These updates bring more customization options, improved response generation, and additional language support. Below is an overview of the enhancements and examples of how they can benefit the support teams:

Response generation using Zia and ChatGPT

Zia can generate responses for agents to send to customers using data from the open-domain and from ChatGPT, knowledge base, or a combination of both. Zia will analyze the support ticket content and recommend responses based on the configured options.


Example:

  • Both knowledge base and ChatGPT: If a customer asks about a particular product and Zia is unable to find the information in the knowledge base, it will use ChatGPT to generate an informed response from the open-domain.

  • Only ChatGPT: For those who prefer Zia to use a broad range of knowledge, this option allows responses to be generated solely from open-domain knowledge, ideal for general inquiries.

  • Only knowledge base: Companies with a comprehensive knowledge base can configure Zia to restrict responses to this content, ensuring customers receive information directly from curated resources.

 


GPT model selection

Users can now choose the specific GPT model Zia uses to generate responses, including GPT-3.5 Turbo, GPT-4o, GPT-4 Turbo, and GPT-4o Mini. This allows for tailored response capabilities, balancing performance with cost-effectiveness.

For example:

  • GPT-4 Turbo: For support teams handling complex inquiries that require more detailed responses, GPT-4 Turbo offers enhanced accuracy and depth.

  • GPT-4o Mini: For high-volume, less complex inquiries, GPT-4o Mini provides a cost-effective solution without compromising on quality.


Ask a Question

Agents can ask Zia about their query, and based on the configuration, Zia can fetch an answer from the organization's KB articles, ChatGPT, or both. When both options are selected, Zia will first look for an answer in the KB articles then in open-domain using ChatGPTs generative AI capabilities.  




Multi-language support

Zia supports 13 languages, including English, Spanish, German, Russian, French, Portuguese, Italian, Dutch, Danish, Swedish, Hindi, Arabic, and Hebrew, to facilitate multilingual support. This enables agents to provide responses to customers in any of these languages. For companies operating in multiple regions, Zia can help respond to customer inquiries in their native language to ensure better customer satisfaction across the globe.


Tone analysis and length selection

Tone of Zia’s responses can be customized to match the brand voice. Users can choose from formal, informal, diplomatic, assertive, or humorous tones and also adjust the length of the responses.




These enhancements are now live and available to users across EU, AU, US, and IN data centers. For more information on these features and how to configure them, please refer to the detailed help documentation on Zia powered by GPT.


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

    • 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

    • 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

    • Recent Topics

    • Custom function return type

      Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding

    • Filter Based API request in Zoho Books using POSTMAN

      How do I GET only specified CONTACTS based on created time or modified time in Zoho Books using POSTMAN. In the api documentation, it is written we can apply filters but I need a sample request.

    • URL validation

      We use an internal intranet site which has a short DNS name which Zoho CRM will not accept.   When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.

    • Has anyone been experiencing slow issues?

      Dear all, I just want to ask if anyone has been experiencing slow issues with Zoho Creator in the past two weeks? I worked with the ISP to improve network quality by changing routes and upgrading bandwidth, but nothing changed. I am in Vietnam.

    • Zoho Projects Roadshows 2025 - USA

      Dear Users, After an amazing response to our roadshows in 2024, we are excited to be back for the second year in a row! Join our team of experts as they walk you through the most-used features in Zoho Projects, explore powerful automation capabilities,

    • Billing Management: #6 Usage Billing in SaaS

      Imagine a customer shuffling across multiple subscriptions, a streaming service, a music app, cloud storage, and a design tool. Each one charges a flat monthly fee, regardless of how much or how little they use. Some months, the customer barely opens

    • Is there anyone who has been experiencing issues regarding the Zoho Creator Certification Website in the past 2 weeks?

      Dear all , I just wanted to ask is there anyone who was planning on taking the Zoho Creator Developer Certification Test in the past 2 weeks and have been facing errors stating that the website is under maintennance and also not allowed to access the

    • Directly Edit, Filter, and Sort Subforms on the Details Page

      Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

    • GST Slabs Redefined: Stay Compliant Using Zoho Books!

      Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

    • Allow syncing Activities from other applications

      Marketing Automation could be a much more powerful platform if you were able to sync activities into the platform (e.g. purchase, donation, etc) outside of a user doing something on your website. I'd love it if you could sync Custom CRM Modules as activities,

    • Create static subforms in Zoho CRM: streamline data entry with pre-defined values

      Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

    • 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.

    • Introducing Profile Summary: Faster Candidate Insights with Zia

      We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

    • Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

      Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

    • Ask the Experts #1

      Hello everyone! It’s time to transform how you manage projects. Define the processes. Automate the tasks. Streamline the workflows. Let us dive into automation in Zoho Projects — from configuring workflows and custom functions to building triggers, using

    • 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

    • How to overcome Zoho Deluge's time limit?

      I have built a function according to the following scheme: pages = {1,2,3,4,5,6,7,8,9,10}; for each page in pages { entriesPerPage = zoho.crm.getRecords("Accounts",page,200); for each entry in entriesPerPage { … } } Unfortunately, we have too many entries

    • Zoho Sheet - Printing - Page Breaks and Printing Customization

      I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

    • Checking if Creator has Change History

      Like zForms - whenever an entry was updated there's an option to attached change history to email notif. Trigger -> Successful form submission

    • Zoho sites header

      Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

    • Your bot just got smarter: AI-Powered routing that reads between the lines

      What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

    • Kaizen #152 - Client Script Support for the new Canvas Record Forms

      Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

    • Unable to create embed code for resource of workdrive using API

      Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, below

    • Adding contact role to a specific deal js sdk malfunctioning

      i was trying to add the contact role to a specific deal contact but repeatedly i am getting this error: { "code": "SUCCESS", "details": { "statusMessage": { "code": "INVALID_DATA", "details": { "expected_data_type": "jsonobject" }, "message": "body",

    • Q3 Updates from Bigin!

      Hey Biginners, Hope you’re doing great! As we approach the end of 2025, we truly hope Bigin has been a part of helping you build your dream business this year! We've been busy working behind the scenes to bring you features that make running your business

    • New Series Announcement - Ecommerce Marketing Tips

      Running an online business is more than just having a website. It’s about getting the right customers to discover you, trust you, and keep coming back. To support your growth journey, we’re launching a weekly Marketing Tips series right here on Zoho Commerce

    • Client Script | Update - Introducing Subform Events and Actions

      Are you making the most of your subforms in Zoho CRM? Do you wish you could automate subform interactions and enhance user experience effortlessly? What if you had Client APIs and events specifically designed for subforms? We are thrilled to introduce

    • {"errors":[{"id":"500","title":"Servlet execution threw an exception"}]}

      Here's the call to move a file to trash. The resource_id is accurate and the file is present. header = Map(); header.put("Accept","application/vnd.api+json"); data = Map(); data_param1 = Map(); att_param1 = Map(); att_param1.put("status",51); data_param1.put("attributes",att_param1);

    • Converting Sales Order to Invoice via API; Problem with decimal places tax

      We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in

    • Zoho Canvas - Custom templates for related lists

      Hi, I see that the example pages load always one of our related lists in a custom template, but I dont know how to work with that:  1) How can i make my own custom templates for related lists?  2) Where and how can i check out existing custom templates?

    • Kaizen #147 - Frequently Asked Questions on Zoho CRM Widgets

      Heya! It's Kaizen time again, folks! This week, we aim to address common queries about Zoho CRM Widgets through frequently asked questions from our developer forum. Take a quick glance at these FAQs and learn from your peers' inquiries. 1. Where can I

    • open word file in zoho writer desktop version

      "How can I open a Microsoft Word (.doc or .docx) file in Zoho Writer if I only have the file saved on my computer and Zoho Writer doesn't appear as an option when I try 'Open with'? Is there a way to directly open the .doc file in Zoho Writer?"

    • How to invite friends on other social media platforms to one of my group chats in arattai?

      Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to

    • Zoho PDF editor has a lot of issues.

      Zoho PDF editor needs a lot of work. It hangs and glitches a lot. Deletes annotations and clearings randomly.

    • Zoho Sheet for Desktop

      Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

    • Workdrive on Android - Gallery Photo Backups

      Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma

    • Market cap

      Market cap formula?? Kaise nikale

    • stock

      bom/bse : stock details or price =STOCK(C14;"price") not showing issue is #N/A! kindly resolve this problem

    • Zoho sheet desktop version

      Hi Zoho team Where can I access desktop version of zoho sheets? It is important as web version is slow and requires one to be online all the time to do even basic work. If it is available, please guide me to the same.

    • ZOHO SHEETS

      Where can I access desktop version of zoho sheets? It is important to do basic work If it is available, please guide me to the same

    • Next Page