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.

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