# Zia AI virtual agent for service desk: Smarter IT ticket support ## Navigate work effortlessly with Ask Zia The conversational AI companion enhanced with GenAI to power multi-turn conversations and deliver human-like support through an LLM-style interface. ![Zia AI virtual agent](https://cdn.manageengine.com/products/service-desk/ai/images/ai-self-service.png) ## How Ask Zia makes work easier - Understands context and delivers answers instantly - Summarizes actionable insights from internal KBs or LLMs - Maintains context during follow-ups or task switching - Helps perform actions on tickets, including updating statuses or adding notes - Provides step-by-step guidance for ServiceDesk Plus setup - Generates service desk performance reports and insights on demand ## Made to make service delivery easier ### Built-in and at no extra cost Just start asking and experience powerful, human-like support without spending a dime more. ### Choose your AI engine Power Ask Zia with Zia LLM (hosted within ManageEngine data centers), ChatGPT, Azure OpenAI, or Google AI studio to match your business needs. ### Multi-modal support Just type, speak, or snap a picture. Ask Zia understands it all. ## Support is just an ask away! Make Ask Zia the first stop for end users needing help. It grasps context, delivers instant answers, and guides actions naturally, without relying on predefined conversational flows. ### Search ![Zia's AI enabled search](https://cdn.manageengine.com/products/service-desk/ai/images/zia-ai-search.png) Whatever the query, be it tickets, changes, problems, or knowledge, just speak, type, or upload images and get answers instantly from Ask Zia. ### Guide ![Ask Zia RAG](https://cdn.manageengine.com/products/service-desk/ai/images/ask-zia-rag.png) Need help? Ask Zia uses retrieval-augmented generation to instantly deliver context-aware guidance, extracting and summarizing relevant, actionable tips from both the internal KB or public LLM knowledge. ## Move through fixes faster and keep every task on track Why click through menus when you can just Ask Zia? Whether you're logging a ticket, managing one, or looking up knowledge, Ask Zia delivers it instantly so you spend less time navigating and more time resolving. ### Converse ![Zia AI context understanding](https://cdn.manageengine.com/products/service-desk/ai/images/zia-context-understanding.png) Keep the conversation moving. Ask Zia understands and preserves context, so you can refine queries, follow up, or even switch tasks effortlessly. Narrow results instantly using categories, groups, or any ticket attributes. ### Act ![Zia ticket automation](https://www.manageengine.com/products/service-desk/ai/images/zia-ticket-automation.png) Turn insights into action without switching screens. Ask Zia can assign tickets, update statuses, add notes, or close requests, all with a simple prompt. ## Set up with ease and lead with smarter decisions ### Configure ![Zia's setup assistance](https://cdn.manageengine.com/products/service-desk/ai/images/zia-setup-assistance.png) Whether you're setting up SLAs, tweaking workflows, or enabling integrations, Ask Zia brings you step-by-step guidance from the ServiceDesk Plus Cloud admin guide so you can configure with confidence and avoid the back and forth. ### Monitor ![Insights from Zia](https://cdn.manageengine.com/products/service-desk/ai/images/insights-in-zia.png) Say you need to provide a report to your supervisor at a moment's notice. Just Ask Zia! It will scour the application to assemble a quick report of the tickets. Ask Zia can also pull in reports from ManageEngine Analytics Plus when integrated with ServiceDesk Plus. ## Own how Ask Zia works for you Personalize Ask Zia with a unique name, theme, and greeting, and unlock smart search capabilities for a seamless experience. Choose the virtual agent that works for you—classic Ask Zia or the new [conversational Ask Zia for intelligent](https://www.manageengine.com/products/service-desk/enterprise/zia-conversational-ai-chatbot.html), GenAI-powered interactions. ![GenAI-powered interactions](https://cdn.manageengine.com/products/service-desk/ai/images/GenAI-powered-interactions.png) ## Love the classic Ask Zia? It's still here. ![Custom Zia](https://cdn.manageengine.com/products/service-desk/ai/images/custom-zia.png) Build intuitively flowing conversations that swiftly guide end users to solutions. ![Zia chatbot widget](https://cdn.manageengine.com/products/service-desk/ai/images/low-code-custom-actions.png) Extend Ask Zia with low-code custom actions. ![Zia chatbot widget](https://cdn.manageengine.com/products/service-desk/ai/images/zia-widget.png) Deploy Ask Zia anywhere across your enterprise. ## High-value AI capabilities you might be interested in ### Generative AI ![GenAI-powered support](https://cdn.manageengine.com/products/service-desk/ai/images/gen-ai-powered-support.png) Unlock a range of functionalities designed to improve efficiency and the overall user experience with intelligent, GenAI-powered support. ### Predictive intelligence ![Predictive AI](https://cdn.manageengine.com/products/service-desk/ai/images/predective-ai.png) Boost technician efficiency and slash resolution times by smartly anticipating outcomes with Zia's predictive AI. ### Microsoft Copilot ![Microsoft copilot](https://cdn.manageengine.com/products/service-desk/ai/images/microsoft-copilot-for-itsm.png) Make the most of ServiceDesk Plus and Microsoft Copilot to streamline service delivery with simple, natural language. ### Explore more features Optimize and streamline all facets of your IT service management operations with purpose-built, out-of-the-box modules. [Explore more features](https://www.manageengine.com/products/service-desk/help-desk-features.html?rel-fea)