ManageEngine's ServiceDesk Plus Gets AI Boost with Ask Zia and Expanded Integrations
ManageEngine has rolled out a significant update for its cloud platform ServiceDesk Plus. The update introduces Ask Zia, a virtual AI agent, and expands AI integration options, enhancing service experiences and boosting productivity.
The update integrates Ask Zia, a virtual AI agent that assists users with tasks, provides instant answers, searches the service desk, summarizes knowledge base articles, and performs ticket actions. Additionally, the update enables automatic suggestion generation from ticket conversations, notes, and checklists, and allows customization with JavaScript snippets.
ManageEngine has also expanded its AI integration options. Besides Zoho's native Zia LLM, the update supports integration with AI providers OpenAI ChatGPT and Microsoft Azure OpenAI. This allows users to choose their preferred AI provider for optimal usage and improved cost control.
The update leverages generative AI to accelerate workflows. Ask Zia Workflow Assist enables process owners to generate fully functional workflows from drafts in seconds. It recognizes descriptive requirements and images, suggests automations, and breaks down silos.
ManageEngine's comprehensive update to ServiceDesk Plus introduces Ask Zia, a virtual AI agent, and expands AI integration options. The update leverages generative AI to enhance service experiences and boost productivity for IT teams, process owners, and end-users. Recognized as a niche player in the 'Gartner Magic Quadrant 2025 for Artificial Intelligence Applications in ITSM', ManageEngine continues to demonstrate its global competence in AI-driven IT service management.
