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

• Custom Statuses - Can You Do Anything With Them?

  As far as I can tell, one really cannot do much with custom statuses. I created a new custom status for sales orders called "Customizing / Hold". This is for sales orders that have the Confirmed status. The use case here is that, as an e-commerce company,

• Price Book in foreign currency

  We have many customers who buy in foreign currency (USD), where our base currency is our local currency (AUD). It would be normal (it is in Zoho Books, Zoho Inventory etc.) to assign a currency to a price book, but I cannot find this option in Zoho CRM

• How to disable option to search (In Advanced Field > Matrix Choice > Dropdown)

  In Advanced Field > Matrix Choice > Dropdown I don’t want the option to search or type to fill in words. How can I disable or remove this function?

• Layout rules in Zoho FSM

  As titled, is there an item in the pipeline or an ETA for the implementation of layout rules in Zoho FSM? Similar to how they work in Zoho CRM https://help.zoho.com/portal/en/kb/crm/customize-crm-account/customizing-page-layouts/articles/create-conditional-layouts

• Marketing Tip #45: Use WhatsApp to engage customers and drive more sales

  Email is great. Social media is useful. But when it comes to getting a message actually read? WhatsApp wins. In general, open rates on WhatsApp messages are significantly higher than email, and the conversation feels personal rather than promotional.

• Client Script also planned for Zoho Desk?

  Hello there, I modified something in Zoho CRM the other day and was amazed at the possibilities offered by the "Client Script" feature in conjunction with the ZDK. You can lock any fields on the screen, edit them, you can react to various events (field

• View Answer Bot conversations?

  We are trialing Zia and are experimenting with Answer Bot on our knowledge base. So far so good! Management asks me if it is possible to view Answer Bot conversations, the purpose being to look over its shoulder and confirm that it is working as des

• Add Comment workflow action delayed by 1–2 minutes in Zoho Desk

  Hello Zoho Support team, We are experiencing an issue with a workflow in Zoho Desk. The workflow is triggered when the Quote ID field is updated and performs two actions: A standard Field Update An Add Comment custom action When the Quote ID field is

• Where do I edit the "Welcome to [portal name]" message

  I am looking for a way to edit the "Welcome to" part of the message that is seen on the landing page (ex: https://help.zoho.com/portal/en/home). When I use the French interface, it doesn't make sense... I want to change it from "Bienvenue chez" to" Bienvenue au". Thanks!

• Zoho Books | Product updates | August 2026

  Hello users, July has been an exciting month for Zoho Books! This month, we're excited to introduce HTML PDF Templates, Placeholders as Pills, expanded approval workflows for Sales Returns and Journals, and significant compliance updates across the India,

• Zoho CRM Layout Rules: Nine New Actions, Profile-Based Execution, and Interactive Preview

  Hello everyone, Availability: This feature is now available for customers in the JP and SA DCs. It is planned to be released for other customers in soon. We’re excited to announce powerful new enhancements to Layout Rules in Zoho CRM - a feature built

• Zoho Books and TRAINING SALES receipt label for eTims?

  Hi, Can Zoho Books implement TRAINING SALES receipts and push them to eTims for test? In other words how can we send to Zoho or even create in Zoho training mode invoices and TEST the workflow POS>Zoho Books>eTims and back without actually registering

• Reporting Tags and COGS

  Is there any way to get COGS recorded against reporting tags? The use cases seems very straightforward to me. If I'm running a P/L report against a specific reporting tag (I use mine for customer type, but it could be used for regions, etc.), the revenue

• Hide Custom Fields for Customers or Vendors

  For whatever reason, all custom fields added to the Customer module also get added to the Vendor module. This leads to a clunky experience for users, as many custom fields we add only apply to one or the other. There should be a "hide" option to hide

• Onboarding process

  I urgently need onboarding support. My account still shows trial period.

• Detailed General Ledger - Display Transaction Description in Reports

  Hi Zoho Team, I'm currently using Zoho Books and have a question regarding the Detailed General Ledger report. When we enter a description or narration in transactions (Bills, Journal Entries, Expenses, etc.), the report does not display this description.

• Zoho Mail Does Not Integrate with Analytics

  Hello everyone, Just wanted to make a quick post about the problem with zoho mail. Currently it does not connect to Zoho Analytics, which I think is crazy considering both of these applications have existed for a long period of time. Even zoho voice a

• Net ##th Terms (e.g. due on the following 15th)

  I have a client who pays me twice monthly per our contract. It would be helpful to have terms on my invoices where the invoice is due on the 15th or the 30th of the same or the following month.

• Project status update visibility within a project

  Currently the only place within Zoho projects to see status updates for a given project is actually not in the project it's self it's in the Collaboration section and then by searching for a given project and clicking on the status tab. It would be great

• Using custom CRM fields

  I have created a series of fields in the Deals module that need to be linked to fields in a contract I have customized. I can only see how to map standard fields, not the custom ones. How do I do this?

• Como limitar o Zia Agent?

  Geralmente quando estamos criando um agente de IA no ZIa Agent Studio, colocamos o que ele deve fazer, utilizando as instruções que colocamos no Knowledge Base. Mas como colocamos limites que não devem ser ultrapassados? Para isso utilizamos os Guardrails,

• An important update for Zoho Cliq desktop users

  The latest version of the Zoho Cliq desktop app (v1.8.0) will no longer be supported on macOS 10.15 Catalina and earlier versions. This is because the framework we use (Electron) no longer supports some older macOS versions. If you’re using macOS 10.15

• All new Address Field in Zoho CRM: maintain structured and accurate address inputs

  Availability Update: 29 September 2025: It's currently available for all new sign-ups and for existing Zoho CRM orgs which are in the Professional edition exclusively for IN DC users. 2 March 2026: Available to users in all DCs except US and EU DC. 24

• Zoho Flow - Zoho Desk trigger "Ticket created or updated" overrides Department

  Just in case anyone else has this issue. We had a Zoho Flow with the Zoho Desk trigger "Ticket created or updated". In the trigger I had selected a Department (Sales). What happens is that the Department ID (Sales) is submitted as part of the request

• 2026 Product Roadmap and Upcoming Features

  This is your guide to what is coming in Zoho Vertical Studio throughout 2026. We’ll update this post throughout the year as items move from development to release, and as and when new initiatives are added. Once a feature is released, it will be reflected

• Introducing Canvas templates: Design once, apply everywhere

  Greetings all! We're happy to introduce Canvas templates, a Forms view enhancement that enables you to design form layouts just once and apply them seamlessly across multiple modules. Imagine you use five CRM modules (Contacts, Deals, Leads, and more),

• Zoho Projects - Will there ever be a send email feature in Zoho Project?

  Hi team, Are there plans to or will there ever be a sendemail feature in Zoho Projects, brining it in line with other similar platforms like Asana, ClickUp and Monday? I know that you can add comments via email to a specific task, but I believe this only

• Why cant i see the Campaigns module in my Zoho app

  I am on the ZOHO CRM Standard edition. I can clearly see and use the Campaign module when viewing the ZOHO CRM desktop. When I switch to my phone, the Campaign Module does not show. I have gone through all the settings I can think of, but I still can't

• 📣 Ask the team behind Zoho SalesIQ: Summer '26 Q&A

  Hi everyone! Following our recent webinars, Summer '26 Release: What's New in Zoho SalesIQ—where we walked you through all the new features, what they do, and how they work—and Driving the AI Evolution: Building Smarter Customer Experiences with Zoho

• Always display images from this sender – Is this feature available?

  In Zoho mail, I had my "Load external images" setting set to "Ask me", and that's fine. That's the setting I prefer. What's not fine though is I always need to tick "Display now" for each email I get, regardless if I've done that multiple times from several

• Set Custom Icon for Custom Modules in new Zoho CRM UI

• Displayed sample tracking for multi branch setup.

  We have multiple branches and one of the biggest challenges for us to be able to track if a particular item is in display or not. I am shooting in the dark but I am wondering if there is a solution for the following : Each product used for display is

• How do I migrate from Office 365 to Zoho Mail?

  Check out Advik Email Migration Wizard, this software is specially developed to move mailboxes from Office 365 to Zoho Webmail. In addition you can migrate from Gmail, Yahoo, Rediffmail and 80+ webmail servers to ZOHO MAIL. Isn't it amazing? This is an all in one email migration solution. Steps to export emails from Office 365 to Zoho Webmail are as follows; Run Advik Email Migration Tool in your system. Select Office 365 as source and enter its login credentials. Select mailbox folders and choose

• Connection Issues

  Morning. Seems like a few of my colleagues that are offsite are having issues with connection to cliq, even when their internet is working perfectly fine and only 1 person onsite has issues. Can you please explain? Thanks

• Goals API - Zoho People

  Hi Team, I would like to get the API details for retrieving organisation-wise Goals from Zoho People. Currently, I am able to retrieve individual employee goals using the following API: https://people.zoho.com/api/v3/performance/goal/{emp_id} However,

• Backorder process review - Automating Removal of Sales Order from "On Hold" When PO is Received

  Hello Zoho Inventory Team, Currently, sales orders in On Hold status are released only when the bill for the purchase order is created. In our workflow, it would be much more efficient if the sales order could automatically move out of On Hold as soon

• Cliq iOS can't see shared screen

  Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? Regards

• Which Is the best online store to buy office furniture in Australia ?

  The most important part of your office is the office furniture. Your office is not complete when you have not put the required furniture in place. You need a furniture in your office so that you and your employees have desks, tables, and chairs which

• Add "Product Code" as available column and search criteria for Assemblies

  Hi Zoho Community. For product (item) assemblies, it would be helpful to be able to create a custom view search criteria that limits the view by product code or perhaps product category. Currently, Product Code is not an available option to display as

• What's New - July 2026 | Zoho Backstage

  Hello everyone, We hope you’re having an expectation-exceeding event experience! We’ve been hard at work bringing you a bunch of enhancements designed to make event management even easier. Let’s take a look at what’s new in Zoho Backstage. Export delivery

• Next Page