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

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's secure and trained locally with our proprietary ML models.

Zia field prediction
Zia suggestions
Zia item suggestions

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 pre-built 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.

Conversational virtual agent

The generative

Bring helpful, external knowledge to your end users and technicians, at speed.

Zia integrates with OpenAI's ChatGPT, aiding end users to access vast external knowledge and technicians with low-code scripts; both through natural language prompts. ServiceDesk Plus also integrates natively with Microsoft Copilot, bringing intelligent, actionable ITSM into your favorite workspace.

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
  • Smart categorization
  • Instant prioritization
  • Automated ticket routing
  • Accelerated approval
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
Helpful external knowledge
with GenAI
  • Code generation for Custom Functions
  • Knowledge search with ChatGPT
  • Reply generation and content enhancement
  • Ticket summaries in Microsoft Teams
  • ServiceDesk Plus + Microsoft Copilot