ManageEngine expands GenAI in ServiceDesk Plus with Ask Zia, Workflow Assist, and Script Generator to speed IT operations.
ManageEngine has rolled out its biggest generative AI update yet for ServiceDesk Plus, embedding AI into IT service workflows to boost productivity. The update includes the Ask Zia virtual agent, Workflow Assist, and Script Generator, all available at no extra cost to cloud users.
The biggest challenge for IT teams has been scaling support while cutting manual effort. Ask Zia now uses a GenAI-powered, multi-turn conversational interface to act as the primary touchpoint for users and technicians. It can retrieve answers instantly, summarize knowledge base articles, and even resolve tickets by learning from past conversations. This reduces wait times and empowers staff with self-service.
Workflow Assist tackles another pain point: slow, manual workflow design. By processing plain-language descriptions or even images, it generates visual workflows in seconds. It suggests automations, flags disconnected nodes, and helps teams move from ideas to fully functional workflows with minimal effort. Meanwhile, the Script Generator builds custom JavaScript snippets and checklists from ticket histories, allowing faster customization.
This release also reflects ManageEngine’s flexible AI strategy. Customers can use its in-house Zia LLM or connect to providers like ChatGPT or Azure OpenAI, optimizing costs while maintaining choice. Early adopters report faster ticket resolutions, fewer errors, and reduced reliance on manual configurations. Recognized in the 2025 Gartner Magic Quadrant for AI in ITSM, ManageEngine is positioning ServiceDesk Plus as a GenAI-first IT management platform.
