ChatGPT Integration

ChatGPT is an AI chatbot from OpenAI. It interacts with end users through conversational dialogue. ServiceDesk Plus can now be integrated with ChatGPT to simplify help desk management and enhance Zia capabilities.

 

 

Contents:

• Benefits of the Integration
• Prerequisites for Integration
• Enable the Integration
• ChatGPT Integration Features
  • Approval Prediction
  • Ask Zia (conversational chatbot)
  • Generate Post Incident Review
  • Reopen Prediction
  • Sentiment Analysis
  • Solution Generator
  • Ask LLM in Chat
  • Classic Bot - Ask ChatGPT
  • Classic Bot - Context-aware Solution Suggestion
  • Classic Bot - Explore solutions
  • Classic Bot - Explore solutions while creating request
  • Classic Bot - Template Prediction
  • Reply Assistant
  • Summarization
  • Writing Assistant
• Data Shared With LLM
• Usage Statistics 
• History

 

Role Required: SDAdmin

 

Benefits of the Integration   

• Enable ChatGPT to act as a backup when Zia cannot predict approval actions.

• Set ChatGPT as fallback option when Zia cannot predict reopening request actions.

• Access ChatGPT within the Zia bot.

• Search ChatGPT solutions in the Zia bot.

• Generate solutions while creating a request through the Zia bot.

• Generate content, generate replies, rephrase text, and check grammar when responding to or forwarding requests.

• Generate a summary of the request details.

 

 Prerequisites for Integration 

• Obtain the OpenAI organization ID. Click here for the details.

• A unique secret key will be assigned to you in OpenAI. Store this key in a secure location. Click here to get the API key.

Model Compatibility

• Supported models include gpt-3.5-turbo, gpt-4o-mini, and gpt-4.1.

• For the AI features to function, all supported models must be configured in ChatGPT.

• Configuring unsupported or earlier models will prevent these features from being enabled.

Enable Integration 

• Go to Admin > Apps & Add-ons > Integrations > Third Party.

• On the ChatGPT card, click Settings.

• Select the Enable ChatGPT check box.

• Enter your organization name, organization ID, and API key. Refer to the prerequisites to obtain the credentials.

• Enable the features that you would like to access via this integration. Refer to the links below to learn more about them.

 

• Approval Prediction
• Ask Zia (conversational chatbot)
• Generate Post Incident Review
• Reopen Prediction
• Sentiment Analysis
• Solution Generator
• Ask LLM in Chat
• Classic Bot - Ask ChatGPT
• Classic Bot - Context-aware Solution Suggestion
• Classic Bot - Explore solutions
• Classic Bot - Explore solutions while creating request
• Classic Bot - Template Prediction
• Reply Assistant
• Summarization
• Writing Assistant

 

• Set permissions for each feature: All, Requesters, or Technicians. Only selected users will be able to access this feature.
• Click Save after you have configured the settings.

 

 

ChatGPT Integration Features 
 

Approval Prediction  

ChatGPT serves as a fallback option when Zia is unable to predict the user's approval actions via mail.

Zia predicts approval responses as Approval, Reject, or Need Clarification. If Zia cannot make a prediction based on the user's response, ChatGPT will take over the prediction.

When Zia's approval prediction is disabled, ChatGPT will predict the approval status.

The approval prediction will be displayed in the request history as follows:

 

When ChatGPT makes a prediction as Zia's fallback:

 

When Zia is disabled and ChatGPT makes a prediction:

 

Ask Zia (Conversational Chatbot)

Use ChatGPT as the LLM for the conversational bot. The bot provides an interactive experience, responds to user queries, and performs actions based on instructions.

It leverages the ChatGPT LLM and MCP tools to retrieve help desk information and execute actions.

Refer to the GIF for more information on how to use the conversational bot.

 

Generate Post Incident Review

Use ChatGPT in the Ask Zia bot to create detailed post-incident review reports. These reports are generated by using the request subject, requester name, created time, resolution, impact description, and the last ten conversations and request notes.

The post-incident review includes an incident summary, root cause analysis, steps taken to resolve the issue, an impact assessment, and any recommendations or preventive actions, if applicable.
 

Configure Post-incident Review Generation

To generate a post-incident review, enable Ask Zia through either Zia Chatbot Settings or ChatGPT Configurations, then configure the required MCP tool.
 

Enable Ask Zia

• Go to Admin > Zia > Zia Bot.

• Under Zia Chatbot Settings, click Ask Zia.

• Select the ChatGPT LLM.

  • If ChatGPT is already integrated, enable the ChatGPT LLM card.

  • If ChatGPT is not integrated, click Configure and Enable on the card. Complete the configuration and click Save

• To learn more, click Ask Zia.

Configure ChatGPT

• Go to Admin > Apps & Add-ons > Integrations > Third Party > ChatGPT.

• Enable Ask Zia under ChatGPT Configurations.

• Click Save.

To learn more, refer to Ask Zia (Virtual AI Assistant) under Configuring AI in ServiceDesk Plus.

Configure MCP Tool

• Go to Admin > Zia > MCP Tools.

• Enable Generate Post-incident Review.

• To configure accessibility, click > Edit.

• Select All Users or scope it to specific users, groups, and roles.

• Click Update.

To learn more, click Configure MCP Tools.
 

 

Reopen Prediction

ChatGPT serves as a fallback option if Zia cannot predict the user's request reopen actions.

 

ChatGPT will make the prediction when Zia is unable to determine whether the user intends to reopen or retain the completed status of a request.

 

When Zia's reopen request prediction is disabled, ChatGPT will predict the reopen status.

 

When ChatGPT makes a prediction as Zia's fallback:

 

When Zia is disabled and ChatGPT makes a prediction:

Sentiment Analysis

ChatGPT analyzes the first 1,000 characters of incoming email conversations in requests and custom module records, determines whether the sender has expressed a positive, neutral, or negative emotion, and places appropriate emojis.

When enabled, ChatGPT performs sentiment analysis primarily and Zia will serve as a fallback AI provider.

The overall sentiment of a request and custom module record is based on the most recent conversation. This sentiment is indicated with the appropriate emoji at the top of the request/record details page.

 

Based on conversation sentiments, you can configure trigger rules, and apply filters to <module> list, classic, and kanban views.

 

 Solution Generator 

The Solution Generator, powered by Zia, enables technicians to quickly create knowledge base articles by using simple prompts. It automatically generates a title, detailed content, and relevant keywords in supported languages.

To generate solutions,

• Go to Solutions.

• Select Solution Generator from the New Solution dropdown in solutions list view or the Add/Edit Solution form.

 

• Enter a prompt describing the required solution.

• Click Generate.

• Use More Actions to generate specific elements such as title, content or keywords.

• Review the generated title, content, and keywords.

• Click Add Generated Solution to save.

• Topics are automatically suggested based on generated title and content, helping with better organization and categorization. Choose Yes to retain the suggested topic.

 

After generating a solution, you can refine it using the following options: 

• Click Regenerate to refine or rephrase the output.

• Use Change Length to shorten or expand the content.

• Use Change Type to convert content into FAQs or How-to guides.

• Select Language to translate the generated solution.

 

 

Ask LLM in Chat

The Ask LLM in Chat option allows technicians to access ChatGPT from within the chat window during a live conversation with a requester. By using this option, technicians can understand requester queries and respond effectively.

This option applies only to technicians.

 

Classic Bot-Ask ChatGPT 

Use ChatGPT within the Zia bot to ask questions and receive responses. In the Zia bot, click Ask GPT and enter your query or prompt. You can provide additional prompts or queries to interact with the AI.

 

 

After you have completed your interaction with ChatGPT, click Exit ChatGPT displayed at the bottom of the chat.

 

 

Classic Bot-Context-aware Solution Suggestion

Use ChatGPT to get solution suggestion in Zia Bot. Retrieval-augmented generation (RAG) approach provides relevant and context-based solutions from the instance. Users are recommended to provide a brief description on their requirement to get accurate results.

Zia Bot’s behavior depends on the ChatGPT configuration.

ChatGPT Enabled: The solution summary with the link to the reference solution is displayed in Zia Bot.

If you are not satisfied with the search result, you can use No, I would like to try ChatGPT to get solutions from the web.

ChatGPT Disabled: Up to top 10 relevant solutions from the Solutions module are displayed in Zia Bot. To get more relevant solutions, you can try searching again with different search phrases.

 

 

Classic Bot - Explore Solutions

Use ChatGPT in Zia bot to search for external solutions from the web and generate answers to resolve issues.

When searching for a solution in Zia bot, the Maybe explore ChatGPT option will be displayed with Zia's search results. 

 

 

Based on your search string, ChatGPT will generate an external solution. You can provide additional prompts in the chat to look for more solutions.

Click Exit ChatGPT to end the interaction with ChatGPT.

 

Classic Bot - Explore solutions while creating request

Use ChatGPT to generate solutions while creating requests via Zia Bot.

While creating a request, irrespective of Zia bot's solutions, you can use ChatGPT to find solutions for the issue from the web.

Click I would like to try ChatGPT to search for a solution.

 

When Zia suggests solutions:

 

When no solution is available:

 

Classic Bot - Template Prediction

Use ChatGPT in Zia Bot to automatically predict the most relevant template during request creation.

Describe your issue or requirement in the bot, and it will identify the relevant request template.

ChatGPT Enabled

Zia Bot opens the request form in a slider window using the predicted template. If no matching template is found, the default template is displayed for incident requests, and a card view appears for service requests, allowing users to choose the appropriate template.

ChatGPT Disabled

• If Template Prediction is enabled under Zia Configurations, Zia Bot suggests the relevant template.
• If Template Prediction is disabled:
  • For incident requests, the default template is used.
  • For service requests, a card view is displayed to choose the relevant template.

 

Incident Template Prediction

Service Template Prediction

 

Reply Assistant 

Helps you generate and refine email responses.

Capabilities

• Generate responses based on selected content.

•  Rephrase, expand, shorten, or regenerate responses.

• Improve grammar, tone, and clarity.

• Translate responses into your preferred language.

Enable Reply Assistant

• Go to Admin > Apps & Add-ons > Integrations > ChatGPT.

• Enable Reply Assistant.

Use Reply Assistant

To generate a response:

1. Click Reply/Reply All.

2. In the description section, click on the toolbar.

3. Enter your prompt.

4. Click Generate.

 

To improve existing content:

1. In the reply email, select the text you want to modify.

2. Click on the toolbar.

3. Choose the required option.

  

Post-Generation Actions

After content is generated, you can click:

• Replace to insert the content directly into the reply editor.

• Copy text to paste the content manually.

• Regenerate to generate a different version of the response.

• Change Tone, Change Length, or Change Language to modify tone, length, or language of the generated content.

 

 

Summarization 

Technicians can summarize request details and custom module record details by clicking the Summary option on the corresponding details page.

For custom modules, the Summary option will be available only if SDAdmin has enabled the Summary feature in the corresponding custom module configurations.

 

The summarization uses the AI provider configured by SDAdmin. To generate a summary, the AI provider will analyze the latest 30,000 characters in the description and the most recent 10 conversations and 10 notes.

For requesters, only the notes and conversations visible to them will be included in the summary.

For custom module records, the AI provider will analyze the fields and subentities defined by the custom module administrator. Up to 20 records per subentity can be included. Learn more.

Writing Assistant

Helps you create and refine content in editor fields, including emails.

Note: The availability of Writing Assistant in email editors depends on the following criteria:

• If only Writing Assistant is enabled, it is available in both reply and forward email editors.

• If both Writing Assistant and Reply Assistant are enabled, Writing Assistant is available only in the forward email editor.

 

Capabilities

• Regenerate, rephrase, expand, or shorten content

• Improve grammar, tone, and clarity

• Translate content into your preferred language

Enable Writing Assistant

• Go to Admin > Apps & Add-ons > Integrations > ChatGPT.

• Enable Writing Assistant.

Use Writing Assistant  

To generate content:

1. Go to the required editor.

2. Click on the toolbar.

3. Enter your prompt.

4. Click Generate.

 

To improve existing content:

1. Go to the required editor.

2. Select the text you want to modify.

3. Click on the toolbar.

4. Choose the required option.

  

Post-Generation Actions

After content is generated, you can click:

• Move to Editor to insert the content directly into the editor.

• Copy text to paste the content manually.

• Regenerate to generate a different version of the content.

• Change Tone, Change Length, or Change Language to modify tone, length, or language of the generated content.

 

Data Shared With LLM

ServiceDesk Plus uses LLMs in specific scenarios to enhance predictions, summarization, reply assistance, and chatbot responses.

Only the minimum information required to perform the requested action is sent to the LLM.

The table below outlines each feature and the type of data shared.

Feature	Data Shared With LLM	Purpose
Approval Prediction	Approver’s email reply content	To classify the response as Approve or Reject.
Ask Zia (Conversational Chatbot)	Only the user’s query Learn more	To understand the instruction.
Post Incident Review Generation	Request subject, requester name, created time, resolution, impact description, last 10 conversations, and last 10 request notes	To generate a post-incident review summary.
Reopen Prediction	Email or reply sent by the user for a closed request	To predict reopen intent.
Classic Bot (Ask ChatGPT)	User’s chat queries	To provide help desk or external solutions by using LLM
Context-Aware Solution Suggestion	User queries and relevant solutions from the ServiceDesk Plus Solutions module	To suggest the most relevant solution.
Explore Solutions	User queries	To provide external solutions related to help desk queries.
Explore Solutions During Request Creation	User queries	To provide relevant external solutions during request creation.
Template Prediction	Request's subject, template name, and description	To predict the best matching template.
Reply Assistant	Text selected or entered in the reply editor	For rewriting, grammar correction, and reply suggestions.
Request Summarization	Request description, last 10 conversations, and last 10 notes	To generate a concise summary of the request.

 

Data Used by Ask Zia to Perform ServiceDesk Plus Operations

• All operations mentioned in the table are executed within ServiceDesk Plus; the LLM assists only with understanding or generating text.

• The LLM receives only the minimum data needed to interpret the instruction and generate a response.

• ServiceDesk Plus does not share request details, modules, meta data, or any unnecessary fields with the LLM.

 

Modules/Subentities	Operations	Data Shared With LLM
Requests	Create, update, assign, pick up, close, summarize, review	Only fields required for that specific operation
Request Templates	Retrieve service or incident templates	Template name and description
Request Tasks	Add, update, assign, close tasks; fetch tasks/comments	Only the specific fields involved in the task operation
Request Resolutions	Retrieve resolution details	Only the text needed for response
Request Notifications	Retrieve notifications	Notification message content only
Changes	Create changes; fetch stages, tasks, notes, approvals	Only fields necessary for the user’s query
Notes	Add, update, or retrieve notes	Note text only
Approvals	Approve or reject approvals	Approval message
Announcements	Fetch announcements	Announcements text only
Solutions	RAG search; retrieve solution details	Only the relevant solution content
Helpdesk Fields	Levels, Priorities, Categories, Subcategories, Urgencies,  Modes, Items, Status, Request Types, and Closure Codes.	Field names with their values and descriptions
Users / Technicians	Fetch users list	User name and other details available in the API

 

 

Usage Statistics 

Usage statistics record the user, feature, number of tokens used for the query and response, and the requested and received times of the response.

 

To view the usage statistics of ChatGPT,

• Go to Admin > Apps & Add-ons > Integrations > Third party Integrations.

• On the ChatGPT card, click Usage Statistics.

 

You can filter the usage statistics by time, users, or features.

 

History 

All actions related to this integration will be recorded in history.

 

To view the history,

• Go to Admin > Apps & Add-ons > Integrations > Third Party Integrations.

• On the ChatGPT card, click Settings.

• Click View History on the top right.

 

You can filter the history by date, sort it in ascending or descending order, and search for actions based on the user who performed them.