Zoho Desk Now Helps You Write Better, Faster Ticket Replies
A quicker, more efficient way to manage ticket replies is here—with powerful generative AI tools now integrated into the ticket detail view. These intelligent features are built to ease the workload on support agents, enhance communication quality, and deliver an improved service experience.
Refine Replies with AI Writing Tools
Agents can now elevate the quality of their responses using smart writing assistance built right into the reply editor. Whether it’s rewriting a line to adjust tone, shorten length, or switch languages, the tool helps ensure that replies are polished and clear.
Example:
While handling a technical inquiry, an agent might craft a professional message to walk the customer through troubleshooting steps. Then, they can adjust the tone of the closing sentence to be more empathetic, such as, “Let me know if there’s anything else I can help you with.” They can even translate it into the customer’s local language for a more personalized touch.
Improve Clarity with Content Intelligence
To support clear and effective communication, agents can now analyze their responses with built-in content checks. These include spelling and grammar corrections, readability scores, and alerts for overly complex language—ensuring messages are easy to follow and error-free.
Example:
If an agent is responding to a payment-related concern, the tool might flag a long explanation about invoice charges as overly complex, and suggest simpler alternatives to make the response easier for the customer to understand.
Flexible AI Services to Fit Your Needs
To help teams deliver fast, tailored support, Zoho Desk offers two AI service options that businesses can activate as needed:
- Zia – Powered by the open-source Llama 3.1 language model
- ChatGPT – Enabled via an API key integration with OpenAI
AI Features Integrated in the Ticket View
To make these tools easily accessible, AI insights are placed contextually throughout the ticket detail view, offering support right when agents need it most:
- Sentiment Detection: Instantly detect if a message is positive, neutral, or negative to prioritize accordingly.
- Tone Recognition: Understand the customer's communication style—formal, casual, etc.—to match it for a smoother interaction.
- Key Topic Extraction: Identify key terms like product names or issue types to help agents grasp context at a glance.
Ticket Summaries at a Glance
Quickly catch up on long or multi-threaded conversations with AI-generated bullet-point summaries. Agents can choose to summarize up to 30 conversations and specify the types they want included.
When using Zia:
- Summarizes the latest 30 conversations (incoming, outgoing, comments, etc.)
- Requires each message to be at least 50 words
When using ChatGPT:
- Summarizes the latest 5 messages
- No word count threshold required
Condense Conversations with Thread Summaries
When customers send messages containing multiple concerns or questions, agents can generate a thread-level summary to surface the key points and streamline their responses.
Example:
A customer writes about a delayed shipment, a damaged item, and a billing mistake. With thread summarization, the agent sees each issue clearly outlined and can respond to all concerns efficiently.
Every incoming query can be addressed more easily with the help of the Reply Assistant. It generates context-aware replies based on knowledge base articles—and when ChatGPT is enabled, it also taps into OpenAI’s broader data.
The assistant simplifies technical language where needed, and agents can further tweak the generated reply by adjusting its tone, length, or phrasing.
Custom Content on Demand
For tasks beyond standard support—such as sending follow-ups or composing announcements—agents can simply enter a prompt to generate content. The output can be tailored by modifying tone, format, or language.
Example:
A prompt like “Write an apology message for a phone overheating issue” will create a professional, well-worded note based on available help articles and public domain data.
These AI capabilities are currently available across the US, India, Australia, and EU data centers. For more information, refer to the help documentation linked with each feature in your Zoho Desk account.
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