Scale up your support with Zia actions

Hi there,

Have you explored how Zia can help automate repetitive tasks? In customer support, every detail matters when delivering the right solutions to customers, and Zia is here to support you.

This edition highlights how Zia can simplify and streamline your ticketing operations.

Imagine multiple tickets flowing into your support email, requiring you to go through each one and refer to Knowledge Base articles to confirm solutions and updates before responding. By the time you reply to one customer, more tickets continue to flow in. While handling high volumes of urgent and complex cases, it becomes challenging to maintain first response times and ensure accurate ticket classification to align priorities.

Zia Actions can be used to extract and organize the required information, helping you provide support more efficiently. Beyond this, Zia Actions can also be tailored to suit your specific business needs. Let’s explore Zia Actions with an example based on a gadget servicing firm.

Consider Zylker Techfix, a fictitious gadget service company created for this example. It started as a medium-sized business and expanded its operations to serve both B2B and B2C customers across regions. This led to an increase in service demand and ticket volume within Zoho Desk. Handling customer service alongside providing hardware services made processes cumbersome. This prompted Zylker Techfix to reassess its workflows and take steps to enhance customer support experience. They identified key challenges that could be addressed using Zia actions:

1. Time-consuming email conversations
   
2. Oversight of critical ticket details
   
3. Delays in prioritization and classification due to manual processes.
   

These challenges created a domino effect, increasing ticket threads that impacted resolution time. To scale efficiently, Zylker Techfix needed to act before these issues affected the customer experience. Zoho Desk addressed this with Zia Actions within Workflows, enabling intelligent decision-making and reducing manual effort.

What's in it for businesses like Zylker Techfix?  

Critical details displayed in structured fields instead of lengthy text can help agents access information in less time and provide the right solutions. Zylker Techfix needed essential gadget details such as model name, software version, warranty information, and issue information. While handling a high volume of customer requests, it became tedious and repetitive for agents to review every email for critical information.

With Zia Actions, businesses like Zylker Techfix can capture these details in ticket fields and enable more efficient customer service. 

How can Zia Actions power up ticketing operations?  

Every business faces a different set of challenges. These may relate to service requests, product configurations, or product-related issues that require immediate attention.

Before responding to customers, it is important for agents to have clear visibility into the service details and the issue context. Customers often describe their concerns in long, detailed messages, which can make it overwhelming for agents to identify the essential information. Filtering the required details and manually adding them to ticket fields for issue categorization can become cumbersome.

This is where Zia Actions comes into play. Let's see how it helps Zylker Techfix.

Zia Actions within automation analyze ticket content and extract gadget-related information into corresponding fields. The issue details are populated using Field Extraction, while the ticket priority is automatically set in a picklist field through Field Prediction. With this, agents can quickly refer to the important details and offer solutions.

Workflows powered with Zia help you with the following operations:

1. Field Extraction – Captures key information from lengthy emails and places it in supported fields.
   
2. Field Prediction – Classifies tickets by category or priority using picklist or multi-picklist fields.
   
3. Generate Content – Creates a quick summary of the issue/escalation as private/public comments.
   
4. Automatic Email Reply – Sends the first response to the first email based on ticket context and relevant help articles.
   

Such a personalized setup, when put in action, leveled up the support operations for Zylker Techfix. Let's explore this in detail.

Extract details from tickets 

Featuring Zia Action: Field Extraction

Zylker Techfix handles tickets from various clients under its Service department. Previously, agents needed to manually populate the relevant fields from each email before offering solutions. Zia’s Field Extraction under workflows helped fetch details like product serial number, warranty dates, billing amount, email, and phone number from the ticket content to the ticket fields, so agents no longer have to copy and paste important information. They can also schedule contact times if the customers share their preferred availability in the email.

How can Field Extraction work for you?

When you select and configure Field Extraction, select the required placeholders from the list for analysis, choose the relevant single-line fields required for your operations, and provide a sample format. This helps Zia extract the exact details described in the placeholders and populate them into the selected fields automatically.

What about the details required from customers?

When customers encounter challenges, they may sometimes miss sharing essential information. In such cases, you can request the required details by email so Zia can extract the information once the customer provides it in their responses.

With information pulled using Field Extraction, agents can instantly view the required details directly from the fields. This saves them time on manual data entry so they can focus on resolving queries faster and more accurately.

Predict values from ticket threads

Featuring Zia Action: Field Prediction

Customer support operations can categorize services based on support plans, request priority, language, time zone, or serve customers on a first-come, first-served basis.

Manually defining the priority or the category based on each request can become cumbersome for agents. With a continuous flow of demands, new or pending requests can be overlooked. To address this challenge, Zylker Techfix created picklists for priority levels, license types, and time zones. They used Zia predictions to classify the ticket by analyzing the ticket text. This reduced manual effort and minimized human error.

How can field predictions work for your tickets?

Like field extractions, you can configure the text using placeholders for Zia to analyze. The text can include data from the ticket's latest thread, subject, or description. Please note this works when a ticket is created or when a customer sends a reply.

Based on the analysis, you can choose a picklist or a multi-picklist field to be updated automatically. With priorities or categories set, agents can work proactively, meet SLA commitments, and deliver timely solutions.

Generate summaries with Zia

Featuring Zia Action: Generate Content

Summaries help agents quickly understand the context of the ticket. Some technical issues require detailed analysis before they can be addressed. Zia's Generate Content action empowers ticket responses by creating summaries that provide key details before the agent dives deeper into the ticket.

While your agent might require a quick pause, Zia analyzes the latest ticket thread and highlights the issue details as a private or public comment, based on your preference. You could also update a multi-line text field with the content.

The configuration allows you to prompt Zia with exactly what you want it to do. Based on your inputs and prompt, Zia generates a relevant description or summary to support your ticketing operations.

Zylker Techfix used this action for emails related to warranty, troubleshooting, service locations, or support contract details. Zia generated a content draft and posted it as a private comment on the ticket. This helped team-leads and admins gain a quick overview of the issue and next steps.

Reply to emails with Zia  

Featuring Zia Action: Auto Email Reply

Your first response reflects your values, empathy, and the support quality you offer to your customers. Zylker Techfix wanted to make their customers feel heard. Using Auto email reply under Zia Actions, the first incoming email receives a context-aware response generated by Zia.

Some service requests could be resolved using FAQs and Knowledge Base (KB) articles available on Zylker Techfix’s portal.

Zylker Techfix trained their answer bot with their KB articles, making the Auto email reply action more effective. Whenever a ticket matches a known issue, Zia identifies relevant articles and suggests solutions and references to assist customers.  Zia then acknowledges this with a contextual first response and includes relevant Knowledge Base articles that address the issue. These responses contribute to improved first response times and help build customer trust. Customers can try possible solutions with the reassurance that additional help is on the way.

Auto email reply applies only to the first new email and does not extend to threaded conversations.

To make Auto Email Reply work accurately for your business, provide a clear prompt and configure the reply template based on your preferences. You can also set the From and To addresses using the placeholders. This helps improve the credibility, consistency, and quality of your first response to customers.

With these operations in place, agents could spend less time reading lengthy emails, categorize tickets faster, and improve first response time. As demands increased across both retail and enterprise segments, Zylker Techfix needed more than rule-based automation—they needed intelligent workflows powered by AI.

How can Zia Actions leverage your business?

By leveraging Zia Actions within Workflows (Enterprise Edition of Zoho Desk), you can empower your support team—not just agents, but also admins. Zia Actions can help surface critical information that needs immediate attention, manage priorities, automate content extraction, and improve response quality.

We’d love to hear how Zia Actions are helping your business. If you need support, reach out to us via support@zohodesk.com.

• Topic Participants

• Lydia | Zoho Desk

  

• Sticky Posts

• Register for Zoho Desk Beta Community

  With the start of the year, we have decided to take a small step in making the life of our customers a little easier. We now have easy access to all our upcoming features and a faster way to request for beta access. We open betas for some of our features

• Share your Zoho Desk story with us!

  Tell us how you use Zoho Desk for your business and inspire others with your story. Be it a simple workflow rule that helps you navigate complex processes or a macro that saves your team a lot of time; share it here and help the community learn and grow with shared knowledge. 

• Tip #1: Learn to pick the right channels

  Mail, live chat, telephony, social media, web forms—there are so many support channels out there. Trying to pick the right channels to offer your customers can get pretty confusing. Emails are most useful when the customer wants to put things on record. However, escalated or complicated issues should not be resolved over email because it's slow and impersonal.  When you need immediate responses, live chat is more suitable. It's also quick and convenient, so it's the go-to channel for small issues. 

• Welcome to Zoho Desk Community - Say hello here!

  Hello everyone! Though we have been here for a while, it’s time to formally establish the Zoho Desk Community; we’re really happy to have you all here! This can be the place where you take a moment to introduce yourself to the rest of the community. We’d love to hear all about you, what you do, what company or industry you work for, how you use Zoho Desk and anything else that you will like to share! Here’s a little about me. I am Chinmayee. I have been associated with Zoho since 2014. I joined here

• Webinar 1: Blueprint for Customer Service

  With the launch of a host of new features in Zoho Desk, we thought it’ll be great to have a few webinars to help our customers make the most of them. We’re starting off with our most talked about feature, Blueprint in Zoho Desk. You can register for the Blueprint webinar here: The webinar will be delivered by our in-house product experts. This is a good opportunity to ask questions to our experts and understand how Blueprint can help you automate your service processes. We look forward to seeing

• Recent Topics

• Exclude Email or Domain From New Ticket Notification

  Hi, we utilize the new ticket notification feature in Zoho Desk. However, it would be great if there was a way to exclude certain email addresses or domains from receiving the automatic notification. This would be particularly helpful for automated alerts

• Anyone have a working connection with CRM and shipstation via Flow

  Just wondering if anyone has successfully integrated shipstation and Zoho CRM.  I know there’s code to do it but am hoping to find out all the pitfalls before I jump on!! Scenario: SalesOrder gets created in CRM with multiple line items. I want this pushed to shipstation. On shipping via shipstation I want to push the tracking # back to CRM.  Many thanks in advance

• ShipStation and Zoho Inventory

  Hello, I am looking to sync zoho inventory with shipstation ZOHO INVENTORY           SHIP STATION Sales Order  ==>  create ORDERS INVOICE  <==    Shipments What exactly does BETA mean on the Shipstation connector?  This is required for me to sign-on in the next month. Thanks in advance for your efforts

• Connect to Shipstation's API

  Shipstation is a very big service, with lots of users, tons of order data.....and poor un-customizable reporting. This is perfect for Zoho analytics.  The Shipstation API is modern and efficient.  Today I think many people pay Zapier to get Shipstation data into Reports/CRM/Books - why not have  a direct connection?  -can pull in shipments via webhook or polling.  -also nice to pull in order data along with shipment data

• What’s the Correct Integration Flow Between Zoho Inventory, ShipStation, and Multi-Channel Sales Platforms?

  Hi Zoho Community, I’m currently implementing Zoho One to manage all of my business processes, and I’d appreciate some guidance on the correct integration flow for the tools I’m using. Here’s my current setup: Zoho Inventory is my central system for managing

• Remove Zoho Header from Portals

  I have a portal page with custom domain. But when I print directly from a webpage, the Zoho CRM header shows. It kind of kills the branding aspect. Is there a way to get rid of this?

• Setting defaults for "Find and Merge Duplicate for..."

  To remove some of the extreme tedium from Zoho's poorly implemented merge function, I would like to set defaults.  Currently I am defaulted to match "ANY" when I would never do that, so I always have to click "ALL". Then it makes me click on several totally irrelevant drop boxes to turn off phone, mobile and other useless match criteria. Is there a way I can set: Match to default as "ALL" Firstname to default to "IS" Lastname to default to "IS" every other match field default to "-NONE-" This will

• Clone a Module??

  I am giong to repurpose the Vendors module but would like to have a separate but very similar module for another group of contacts called Buyers. I have already repurposed Contacts to Sellers. Is it possible to clone (make a duplicate) module of Vendors

• Let's bring Manufacturing Resource Planning (MRP), Material Requirement Planning (MRP), and Production Planning/Management module / feature in Zohobooks

  Let's bring Manufacturing Resource Planning (MRP), Material Requirement Planning (MRP), and Production Planning/Management module / feature in Zohobooks

• CLIENT PORTAL (If clients can place orders directly on the portal)

  Zoho client portal is excellent. Everything is there except one thing. Client should be able to place orders directly on the portal. This would enhance the portal and end users will be extremely happy. This suggestion infact came from one of our client.

• Zoho → ShipStation Integration – Sales Order–Driven Fulfilment Workflow

  Hello All, I’m reaching out to explore the best way to integrate a shipping tool into our inventory which will speed our process up. We are looking to integrate ShipStation into our existing order-to-fulfilment workflow, as we’re keen to standardise on

• Zoho Inventory Feature Roadmap Visible To All

  Hello, please consider making your feature roadmap visible to us users so that we know what to expect in future. This may appease current users who are seeking clarification on feature implementation dates, so that they can make an informed decision whether

• アナリティクスで商談中のパイプライン(ステージ）の件数比較

  アナリティクスで商談中のパイプライン(ステージ）の件数を前週と前々週で比較したい。前々週の件数が更新することで変動してしまう。対象方法をご教授ください。

• How do I remove a data source from Zoho Analytics?

  I am unable to find a delte option on a datasource that i put in the system as an error. On teh web it refers to a setup icon but I do not see that on my interface?

• Identify and clean hard bounce lists in Automation 2.0

  Hello. 1. I want to know how I can identify hard bounces in the lists I created to clean them before sending an email, given that the bounce rate has increased and it is necessary to clean the lists. 2. How can I exclude hard bounces and invalid emails

• Trigger workflows from SLA escalations in Zoho Desk?

  Hey everyone, I’m currently working with SLA escalation rules in Zoho Desk and ran into a limitation that I’m hoping someone here has solved more elegantly. As far as I can tell, SLA escalations only support fairly limited actions (like changing the ticket

• Delete a department or category

  How do I delete a Department? Also, how do I delete a Category? This is pretty basic stuff here and it's impossible to find.

• Zoho Webinar - Sharing System Audio (NOT AVAILABLE)

  Hi, We are having a serious problem with Zoho Webinar. In the webinars we run, we very often share the audio from a video we are streaming directly from YouTube or other applications. Until recently we were using Zoom, but as we use other Zoho applications

• Lost the ability to sort by ticket owner

  Hi all, in the last week or so, we have lost the ability to sort tickets by Ticket Owner. Unlike the other columns which we can hover over and click on to sort, Ticket Owner is no longer clickable. Is it just us, or are other customers seeing this too?

• Cancellation Fees

  Hi, It really would be good if Billing could take subscription management further with cancellations & being able to apply or set a cancellation fee for a plan that is either fixed or prorated. It is not uncommon in subscriptions for cancellation fees

• Custom Field for Subscription

  Hi, I can't find a way to add a custom field (to contain a license key generated from our software) against a subscription? Is the only place to add this information in the Invoice module (as custom field for invoice)? When a customer views his subscription

• Zoho CRM Meetings Module Issues

  We have a use-case that is very common in today's world, but won't work in Zoho CRM. We have an SDR (Sales Development Rep) who makes many calls per day to Leads and Contacts, and schedules meetings for our primary Sales Reps. He does this by logging

• Notes - Reaction Buttons

  Using the native notes option within CRM is fine, it works and the RTF features are great, however, would it be possible - if there isnt already something in place, where we can add a reactions button, similar to teams/whatsapp to show that its been read

• How to get the campaingns key?

  Reading the documentations of the API, I see that is necessary have the campaign key, but I don't see how can I get it. For example to get the campaign details we need to do the request: https://campaigns.zoho.com/api/getcampaigndetails?authtoken=[API Authentication Token]&scope=CampaignsAPI&campaignkey=[campaignkey] I have the API Authentication Token but I don`t see how to generate the campaignkey

• Unable to switch existing AWS RDS connection to DataBridge after moving RDS behind VPN

  Unable to switch existing AWS RDS connection to DataBridge after moving RDS behind VPN Hi everyone, I’m facing a problem with an existing Zoho Analytics setup and would like to know the best migration path. Originally, my Zoho Analytics connection to

• [Bug] WebAuthn passkey registration blocked on rpIds with TLDs longer than 6 characters (.accountant, .technology, etc.) — isValidDomain regex too strict

  Hi, Filing on behalf of an enterprise customer where Zoho Vault is deployed across the company. The Chrome extension blocks WebAuthn passkey registration on legitimate sites whose Relying Party ID (rpId) has a TLD longer than 6 letters. This affects every

• Native QuickBooks integration for Zoho CRM: Connecting sales and finance

  Greetings, I hope all of you are doing well. We're excited to announce Zoho CRM's integration with QuickBooks Web, which is designed to synchronize your CRM data with your QuickBooks accounting records and bridge the gap between sales and finance. This

• Syncing zoho books into zoho crm

  I was wondering how I can use zoho books in crm as I have been using them separately and would like to sync the two. Is this possible and if so, how? Thanks

• ZohoBooks_add_expense_attachment Fails

  I'm working MCP in Claude to automate bookkeeping. Claude cannot seem to attach and reciept to an expense. The 'add expense attachment' tool is added to the server and enabled in Claude. I asked Claude to give me the calls he performed and this is what

• ZohoBooks_create_chart_of_account

  I'm setting up Claude to do my bookkeeping workflows using a Zoho MPC server I setup. He does not seem to be able to create a chart of account. The 'create chart of account' tool is added to the server and enabled in Claude. I asked Claude to give me

• Zoho Books Product Road Map

  I am planning to look into Zoho Books to maintain my Company's Account Books. Is the roadmap of Zoho Books Development available online? What happens if you product dies, without an export feature to other popular Accounting softwares like Tally or Quickbook. Are we going to be left in lurch? Do you have a product road map? Regards, Vishal.

• I want to delete the email but I can't.

  I want to delete emails but I can't, please help me. Thanks!

• Error while creating new user

• Zoho Mail is blacklisted on magicspam.com and spamauditor.org

  As of today, the same problem with the IP addresses 136.143.188.51 and 136.143.188.52 How long does it take them to clear their IP addresses? I've read on this forum that these IP addresses have been blacklisted for years. //////////////////////// This

• Unable to send emails from the delegated mailbox

  currently it's not possible to send emails from our delegated mailbox (just in our own name, our own mail-accounts) The permissions granted include "Send as," and we are also unable to delete delegated employees or add new ones. We can only add employees

• Change Password

  How can I reset OR Change the Passwords for the Whole Organization at Once as Administrator using Admin Console?

• Zoho Books bill pay option not available with zoho one

  Why isn't Zoho Books bill pay add-on not available for Zoho one customers not even as a purchasable option. I think this is very inconvenient for companies wanting to use this feature all in one system

• Support - what am I doing wrong?

  Hi Everyone - I'm a new user and looking particularly for a replacement mail service. I'm just a home user not a professional but I do look after half a dozen domains. Zoho looks lovely and I'd like to switch but just want to get answers to a few 'easy'

• Zoho Forms - Form Availability Redirect Option

  Hi Forms Team, It would be great if there was a redirect URL option on the Form Availability settings. For example, I would like to create a support form which is only available outside business hours and if the current data and time is not Mon-Fri 9-5

• Consider Making Printing Easier (UI)

  I'm using Zoho Analytics in much the way that it was intended when it was "Zoho Reports" - as a way to pull together information across several apps in the ecosystem. I have a dashboard that I need to run each week for every employee (change the filter

• Next Page