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AI powered conversations

Enhanced support experiences powered by GenAI

  • Generate code for bespoke automations in seconds
  • Detect and automate asset receipts from emails
  • Retrieve solutions from both internal and external knowledge sources
  • Craft detailed and polished responses
  • Instantly generate ticket conversation summaries for technicians
  • Drive results by keeping tabs on GenAI usage
  • Draft comprehensive post-incident reviews
  • Instantly generate knowledge artifacts

Bring the power of GenAI to your service desk by integrating with OpenAI

Zia, now powered by ChatGPT, unlocks a range of functionalities designed to improve efficiency, communication, and overall user experience. From helping technicians swiftly generate contextual replies to enabling admins to develop low-code Deluge scripts, this integration helps ServiceDesk Plus users leverage the power of GenAI for their everyday service desk activities.

Instantly generate knowledge artifacts

Zia, when integrated with ChatGPT, can instantly generate a structured, ready-to-use solution with title, content, and keywords based on the technician's prompt. Technicians can then fine-tune it or trim it down before adding it to the knowledge base.

Solution generator

Let Zia draft comprehensive post-incident reviews while your team focuses on root cause investigations

Zia, combined with power of ChatGPT, can draft post-incident reviews by going through ticket conversations and notes to generate a structured summary of the incident. Technicians can review the summary, including the symptoms, root cause, impact, diagnostic steps, resolution actions, and preventive measures, and edit the details as needed; they can even add the incident summary as a note for seamless documentation. This capability is available as a free extension in the ManageEngine Marketplace.

Post incident review

Assist employees by delivering contextual recommendations from the knowledge base

Zia can pull together key information from various solution articles in the knowledge base through retrieval-augmented generation and can generate summaries in response to user questions, offering quick, contextual answers. Each response includes citations to relevant articles and is sent to the requester as part of the ticket acknowledgement as well, ensuring easy access to more detailed solutions.

Contextual recommendation

Invoke ChatGPT from within the Zia chat interface

With the new Ask ChatGPT action in Zia chatbot, directly access ChatGPT's vast knowledge base and receive responses that include helpful information from external websites–all without leaving the ServiceDesk Plus instance.

Boost technician insights with instant request summaries

Zia can quickly generate concise summaries of conversations, providing instant context for faster decision-making. With the ability to regenerate summaries as new information is added, technicians always have the most up-to-date overview of each request.

Conversation summary
Personal writing assistant

Give your technicians a personal writing assistant

Compose clearly and concisely across tickets and ITSM practices. The Text Assist feature empowers technicians to generate drafts and refine the grammar and readability of their content for all the rich text fields in ServiceDesk Plus, whether notes, resolutions, descriptions, etc. Additionally, with the Reply Assist feature, technicians can generate tailored responses to ticket conversations, ensuring each response is perfectly suited to the situation.

Detect and automate asset acknowledgments from email replies

Let end users acknowledge asset receipts by simply replying to the notification emails from ServiceDesk Plus. Zia, powered by ChatGPT, will intelligently detect the receipt of assets from emails and automatically add the acknowledgement in ServiceDesk Plus.

Prompt and generate low-code Custom Functions in Deluge

Deploy bespoke, low-code automations faster with the ChatGPT-powered Zia Code Generator for Custom Functions. Key in your prompt detailing the actions you desire and let Zia generate the Custom Function autonomously for incident and service request management practices.

Analyze usage statistics and keep tabs on token consumption

Draw insights into your ChatGPT integration usage by analyzing the number of times users have accessed ChatGPT features via the integration, and keep token consumption in check.

Usage statistics

Talk to our experts about ServiceDesk Plus

If you have questions about how ServiceDesk Plus can help you harness the power of GenAI for your everyday service desk activities, talk to our product experts today.

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