Zia Bot

Zia Bot helps users perform 20 different operations including raising tickets, assigning technicians to requests, accessing service catalogs, raising service requests, viewing solutions/announcements, etc., by just typing a command or asking Zia via the chatbox. SDAdmins can enable or disable the Zia Bot. Once enabled, the Zia Bot will show actions only as per the user’s scope.

Live chat with technicians will not be available for requesters if Zia bot is enabled. To contact technicians, requesters can use the Need Technician Assistance option.

Configure Language for Zia Actions

By default, Zia actions are configured in English. However, you can customize them in any language supported by the application.

To do this,

Go to Admin > Zia > Zia Bot > Actions or Buttons.
Click the required action or button. It directs you to the workflow editor.
Hover over the required options menu, button, or actions name and click the Edit icon. You can modify the title, prompt message, action name, buttons, and bot command in your preferred language.
Provide the required content.
Click Save.

Illustration of the option menu in English

Illustration of the option menu in Spanish

To access Zia Bot,

Click the icon at the bottom right of the screen. You can ask Zia for the following things:

Raise a ticket
Ask for a resource (to create service requests)
Need more assistance

Raise a Ticket

You can ask Zia to raise a ticket by clicking the Raise a ticket option. Enter the subject and description for the request. Use Add more details link to access the Add Request form.

A request will be created and a link to the request will be shared. You can view and modify the request details from there if necessary.

If Quick Create is disabled for technicians, the Raise a ticket option will not be shown in the Bot window for both technicians and requesters.

Ask for a Resource

Similarly, you can ask Zia to create service requests as well by selecting Ask for a Resource option and choosing the appropriate catalog and template.

Ask for Resources option will be available only if the service catalog add-on is purchased.

Need More Assistance

Under this option, you can ask Zia to perform the following operations:

Search and view solutions and announcements.
View your requests or your pending approvals
Perform technician update operation, or task related operations.
Update or add note to requests.

Options to search and view solutions are shown to the requesters only if Hide Solution option in SSP is enabled.

Technicians will be allowed to perform actions only within their scope.

Need Technician Assistance

If the requesters need further assistance that is not covered in Zia's collection of actions, they will get an option (Need Technician Assistance) to reach out to technicians. This option will not be available to technicians. If requester chat is disabled, this option will not be available for requesters.

Stopping and starting over the conversation

You can stop the conversation anytime by clicking the Stop button. This will take you to the first list of conversation options. You can also use Start as New Conversation option to perform the same action.

List of Actions & Commands

Actions	Commands
Add a note to a request	/add note
Add a task comment to a request	/add task comment
Add a task to a request	/add task
Ask for a resource	/order resource
Assign owner to a request task	/assign task
Assign technician to request	/assign request
View pending approvals in change module	/change pending approvals
View pending approvals in request module	/request pending approvals
Pick up a request	/pick up request
Pickup a request task	/pick up task
Recommend solution while raising a request	/create request
Search announcements	/search announcements
Search solutions	/search solutions
Show my request details	/show request details
Show my requests count	/show request count
Update notes to a request	/update note
Update task comment to request	/update task comment
View all announcements	/view all announcements
View all solutions	/view all solution
View request summary	/view request summary

Ask Zia

Ask Zia, a conversational bot that understands user queries and provides intelligent responses. It leverages ChatGPT LLM and MCP Tools.

Ask Zia is available only in the Enterprise Edition.

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 ChatGPT LLM card.
- Complete the configuration and click Save.

After setting the bot mode, refresh the page to apply changes.

Interact with Ask Zia

Ask Zia retrieves help desk data and performs actions based on the given instructions or queries. Its capabilities and access privileges are controlled by MCP Tools.

Click in the application footer.
Type your instruction or query in the chat box.

For example, if you want to create a request, enter the required details in the text box. The bot will perform the action and provide the link, if applicable.

Illustration of request creation and task addition through Ask Zia

You can use the link to view the action performed and make any necessary changes.