Press release

ManageEngine Debuts Conversational Virtual Support Agent for its ITSM Solution at its 2019 User Conference

Sponsored by Businesswire

the IT management division of Zoho Corporation, today announced that the
cloud version of ServiceDesk Plus, its flagship IT service management
solution, now includes Zia, Zoho’s AI assistant as a virtual IT support
agent. Zia can answer simple questions, perform service desk operations,
and interact with third-party apps, reducing response times and boosting
technician efficiency. End users and technicians can chat with Zia in a
conversational interface, or converse with Zia Voice to access more than
a dozen out-of-the-box Zia actions, as well as any custom Zia actions
created by service desk teams.

ManageEngine will debut Zia for ServiceDesk Plus at its 2019
User Conference
in Dallas, Texas from April 24-26.

One of the biggest challenges for service desk teams is striking the
right balance between business-critical ITSM projects and keeping up
with daily firefighting or answering less crucial questions from end
users. The lack of immediate access to the service desk team and service
desk information can lead to end user frustration and lower satisfaction
rates. A 24/7 virtual support agent helps address these challenges by
offering end users prompt support. Virtual support agents are also
valuable for technicians working in the field who may not have access to
standard service desk interface and resources. Being able to interface
by voice commands with a virtual support agent is beneficial for
troubleshooting and implementing corrective actions.

“While business end users want on-demand access to IT service desk
personnel, IT support staff prefer to focus on higher priority
activities and do away with attending to level 1 support. Zia brings
perfect balance to service desk operations by offering end users the
same quality of support they’d receive from technicians, relieving
support staff so they can focus on far more important tasks,” said
Rajesh Ganesan, vice president of product management at ManageEngine.
“We envision Zia will evolve into a smart AI-powered personal assistant
offering contextual support, providing immediate assistance for every
user in the organization, and elevating the user experience many

Redefining First Point of Contact for IT Service Desk Users
the debut of Zia as a virtual support agent, we are laying the
groundwork for enhancing service delivery and service desk efficiency
with AI,” said Umasankar Narayanasamy, director of engineering at
ManageEngine. “We plan to add predictive analytics and intelligent
automations to Zia, so customers won’t need to write manual rules.”

Zia can perform a wide variety of tasks, including:

  • Providing answers to straightforward questions.
  • Pulling up service desk data to answer more complex questions.
  • Triggering service desk operations through a tree-structured
  • Sharing relevant knowledge base articles based on end users’ inputs.
  • Automatically handing off user requests to technicians via live chat
    or by creating a new request.

To learn more about Zia’s ITSM capabilities, visit

Building Custom Zia Actions for ServiceDesk Plus
Apart from
the out-of-the-box Zia actions available, service desk teams can
script custom Zia actions to answer questions, perform activities in
external tools that integrate with ServiceDesk Plus, and more. The
serverless Zia developer console offers development and production
modes, making it easier for service desk teams to script and save custom
Zia actions for immediate use in ServiceDesk Plus. Each custom Zia
action can be built with multiple conversations, and IT staff can add
provisions for Zia to collect appropriate inputs at every stage of an

Pricing and Availability
Zia is freely available in all
editions of the cloud version of ServiceDesk Plus. IT service desk teams
can sign up for a 30-day free trial of ServiceDesk Plus at

About ServiceDesk Plus
ServiceDesk Plus is ITIL-ready
service desk software with integrated asset and project management
capabilities. With advanced ITSM functionality and easy-to-use
capability, ServiceDesk Plus helps IT support teams deliver world-class
service to end users with reduced costs and complexity. It comes in
three editions and is available in 29 different languages. More than
100,000 organizations across 185 countries trust ServiceDesk Plus to
optimize IT service desk performance and achieve high end user

To learn more about ServiceDesk Plus, and its features, please click on
the following link:

About ManageEngine
ManageEngine is the enterprise IT
management division of Zoho Corporation. Established and emerging
enterprises – including more than 60 percent of the Fortune 500 – rely
on our real-time IT management tools to ensure optimal performance of
their IT infrastructure, including networks, servers, applications,
desktops and more. We have offices worldwide, including the United
States, the Netherlands, India, Singapore, Japan, China, and Australia
as well as a network of 200+ global partners to help organizations
tightly align their businesses and IT. For more information, please
follow the company blog at
and on LinkedIn at,
Facebook at
and Twitter @ManageEngine.