Zia AI in Zoho Desk: How to Use Zia AI to Summarize Support Ticket Context in Seconds

Long email threads slow down your support team — especially on escalated tickets or ones that changed hands mid-conversation. In this video from Zoho Desk AI series, Rahul Bhaskaran from the Zoho Desk customer success team introduces Zia’s ticket summary feature and shows exactly how to turn it on and put it to work.
You’ll see how Zia AI in Zoho Desk condenses an entire ticket thread into a clear, readable summary in seconds — no more scrolling through every reply to get up to speed. The video also covers thread-level summaries for long individual emails, regeneration options, language translation, and how to control what gets included (such as excluding private comments).

What’s covered:

• Enabling Zia’s Generative AI summary in Zoho Desk settings
• Generating a full ticket summary from the ticket view
• Using thread-level summaries for individual email threads
• Regenerating, translating, and filtering summary content