Zia Agents are AI-driven assistants that leverage Model Context Protocol (MCP) tools and ChatGPT to assist technicians by automating routine analysis, communication, and documentation.
Zia Agents act as first-level support, helping reduce technician effort and improve resolution time.
Zia agents can be invoked via Request and Notification custom triggers.
Role required: SDAdmins
IncidentReviewSummariser: Automatically generates and adds a structured post-incident review as a request note.
L1SupportAgent: Provides first-level support by identifying the most relevant solution and communicating it to the requester via email.
RequestResolutionAgent : Generates a request summary and adds the resolution details to the request.
To use Zia Agents, you must first enable ChatGPT under Apps & Add-ons > Integrations > ChatGPT. Learn more.
You can enable or disable Zia Agents from the ChatGPT Configurations page or under Admin > Zia > Zia Agents.
To enable/disable Zia agents, go to Admin > Zia > Zia Agents.
Use toggle to enable or disable the required agent.
After enabling ChatGPT, Zia Agents can be triggered through Request or Notification Custom Triggers:
Go to Admin > Request / Notification Custom Trigger.
Create a new trigger.
Under Custom Actions, select Zia Agen.
Choose the agent from the drop-down list.
Click Save.
Incident Review Summariser
IncidentReviewSummariser automatically analyzes incident requests and generates a structured Post-Incident Review. The review is added as a note to the request, helping administrators maintain consistent incident documentation with minimal manual effort.
Tip: Configure this agent to trigger after an incident request is closed or resolved.
When the request is closed or resolved, the Post-Incident Review is added as a note.
The action performed by the agent is recorded in the History tab.
The L1supportagent provides first-level support by analyzing the request details, identifying the most relevant solution, and communicating it to the requester via email.
Prerequisites
Ensure the Solutions module has a well-maintained and comprehensive solution base.
Only approved or published solutions are used by the agent.
A notification custom trigger must be configured to send and receive email responses.
Illustration of notification custom trigger configured
Illustration of custom trigger configured to invoke the L1SupportAgent
The L1SupportAgent finds a published solution and emails it to the requester.
In certain scenarios, the agent automatically unassigns itself and moves the request to Unassigned when:
The requester escalates the request.
The email interaction between the agent and the requester exceeds a predefined threshold (three messages). When the email conversation reaches this threshold, the agent adds an internal note indicating that the limit has reached and then unassigns itself from the request.
The RequestResolutionAgent analyzes the request details, generates a request summary, and adds resolution details to the Resolution tab of the request.
Illustration of custom trigger configured
After the request is resolved or closed, the RequestResolutionAgent adds the resolution to the Resolution tab of the request as shown below:
