Zia Agents

Zia Agents are AI-driven assistants built on the Model Context Protocol (MCP) framework. They leverage MCP tools and ChatGPT to assist technicians by automating routine analysis, communication, and documentation.
Zia Agents act as first-level support to reduce technician effort and improve resolution time.

There are three agents available:

IncidentReviewSummariser: Analyzes the request and automatically generates structured post incident review and adds it as a note to the request.
L1SupportAgent: Provides first-level support by analyzing the request details, identifying the most relevant solution, and communicating it to the requester via email.

When the requester is unsatisfied with the response, the agent automatically unassigns itself based on the requester’s reply, and the request resumes its normal lifecycle.

To receive responses from the requester, a Notification Custom Trigger must be configured.

RequestResolutionAgent: Analyzes the request details, generates a summary of the request, and adds the resolution details to the request.

To view Zia agents, go to Admin > Zia > Zia Agents.

Prerequisite

Enable ChatGPT from Apps & Add-ons > Integrations > ChatGPT. To configure ChatGPT, click here.
Users can enable or disable Zia Agents either from the Zia Agents page or from the ChatGPT Configuration page.

Invoking Zia Agents via Custom Triggers

Once enabled, Zia Agents can be triggered only through Request or Notification Custom Triggers:

Go to Admin > Request / Notification Custom Trigger.
Create a trigger.
Select Zia Agent as the custom action and choose the agents listed in the drop-down.

Note: To send and receive emails from L1SupportAgent, a notification custom trigger must be configured.

The actions performed by Zia agents are captured in the History tab of the request.

Best Practices

Find below the recommended best practices to use Zia Agents effectively.

IncidentReviewSummarizer

Trigger this agent after an incident request is closed or resolved to automatically to add post-incident review as notes.

L1SupportAgent

Ensure the Solutions module has a well-maintained and comprehensive solution base.
Only approved or published solutions are used by the agent.
Trigger agent on user replies using Notification Custom Triggers to take prompt actions. For example:
- When a requester escalates the request
- When the conversation between an agent and user exceeds a defined threshold. (3 messages)

In these scenarios, the agent will automatically move the request to Unassigned to resume the normal workflow.

RequestResolutionAgent

Trigger after an incident request is closed or resolved.

Note: Although Zia Agents appear in the technicians list, manual assignment will not trigger them. They must be configured via automation rules.

Invoking Zia Agents via Custom Triggers - Example

After enabling Zia agents, you can invoke Zia agents via request custom triggers and notification custom triggers.

L1SupportAgent

A user raises a request with subject Unable to reset VPN password.
The L1SupportAgent finds a published solution and emails it to the requester.

The user resolves the issue without technician intervention.
Configure the following custom trigger to invoke the L1SupportAgent: