Next-gen ITSM

Enterprise-grade ITSM intelligence that turns service desks high-performant

  • Intelligent predictions for routine ticketing
  • AI-augmented virtual agent for actionable self-service
  • Gen-AI enhanced IT support operations
  • Uninterrupted flow of work within Copilot

High-value AI for employees, technicians, and process owners

Zia, through a combination of proprietary technologies and integrations with public LLMs, delivers specific capabilities that makes working with a service desk less mundane and more productive for employees, technicians, and process owners.

AI driven employee experience
For employees
  • GenAI-powered conversational virtual agent
  • Intelligent enterprise knowledge discovery and recommendations
  • ChatGPT-powered public knowledge search
  • Text and voice support to request services through Zia
  • Conversational workflows that spur self-service
AI driven ITSM for technicians
For technicians
  • Intelligent triage and routing
  • Response and content generation across ITSM practices
  • Summarization of ticket conversations
  • Sentiment Analysis to gauge end-user satisfaction
  • Generation of post-incident reviews to accelerate RCA
  • Automated approvals, asset acknowledgements, and ticket reopening via email replies
AI driven ITSM for processowners
For process owners
  • Code generation for low-code Custom Functions, helping build bespoke automations in seconds
  • Intelligent insights extracted and spotlighted by Zia
  • Report and dashboard generation through simple natural language prompts*

*Powered by an integration with Analytics Plus

The predictive

Do away with the grunt work that impedes productivity. Let Zia triage, assign, or approve tickets instantly.

Our native AI engine, Zia, can intelligently and accurately predict and recommend ticketing parameters that help organize your ticket queue, prioritize the urgent tickets, and even green-light service requests by interpreting approvals. It can also identify the emotional tone of end-user conversations and predict risk levels associated with change implementations. Zia is secure and trained locally with our proprietary ML models.

AI-powered sentiment analysis

The conversational

Get users what they need in real time, with automated yet human-like conversations.

Zia is also available as a conversational virtual agent in ServiceDesk Plus. It will assist end users in getting the services, devices, or software they need with prebuilt conversation trees. Technicians can lean on Zia as a reliable assistant fetching quick data points on their tickets. And yes, Zia does integrate with ChatGPT to provide intelligent recommendations.

Conversational virtual agent

The generative

Put Zia to work as a helpful writing assistant that drafts and refines replies, notes, descriptions, and much more!

Zia integrates with OpenAI's ChatGPT, enabling technicians to generate contextual content when replying to ticket conversations, adding notes, or filling any rich text field within ServiceDesk Plus. It empowers employees to access both public and private knowledge intelligently using RAG. ServiceDesk Plus also integrates natively with Microsoft Copilot, bringing intelligent, actionable ITSM into your favorite workspace.

Explore generative AI→
GenAI ITSM

Your technicians can accelerate their own work by letting GenAI draft and polish their replies, or gain context at a glance by summarizing tickets within Microsoft Teams.

Copilot prompt

ServiceDesk Plus has partnered with Microsoft to unlock countless possibilities for customers leveraging Copilot and ServiceDesk Plus. From managing tickets to running reports and crafting Power Automate workflows, all it takes is one prompt.

How can high-value AI in ITSM help you?

We believe AI is a utility that will supercharge efficiencies and experiences for all IT teams, irrespective of the organization size or vertical. All our native AI capabilities are available across all three editions of ServiceDesk Plus without any associated premiums, add-ons, or licensing complexities. Also, selected AI capabilities in the cloud version of ServiceDesk Plus are currently available in Spanish and Polish.

Since it can be rapidly deployed, our AI engine starts delivering value right from the get-go. With these three sets of AI capabilities supporting your ITSM operations, your IT service desk, your end-users, and stakeholders can work smarter and faster.

(Predictive AI capabilities require a minimum number of tickets for our ML models
to train on before they can be deployed)

Predictive AI capabilities
Unparalleled efficiencies
with predictive AI
  • Intelligent sentiment analysis
  • Smart categorization
  • Instant prioritization
  • Automated ticket routing
  • Accelerated approvals, asset acknowledgements, and intelligent ticket reopening
  • Accurate change risk predictions
Conversational AI assistance
Exceptional experiences
with conversational AI
  • Intuitive, flowing conversation workflows
  • Text and voice-based chat for ticketing actions
  • Quick report generation
  • Custom chatbot actions
GenAI knowledge
Empowering workforces
with GenAI
  • Content generation and enhancement for drafting replies, resolutions, post-incident reviews, and more
  • Code generation for Custom Functions
  • Intelligent knowledge recommendations
  • Conversation summaries for every ticket
  • ServiceDesk Plus + Microsoft Copilot

Get started with AI-driven ITSM today. It's ready to deploy with no overheads!

Try ServiceDesk Plus now→
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