ManageEngine ServiceDesk Plus Zia Agents (L1 service desk, Entra ID user manager, PIR and KB agents, Agent Studio)
Vendor: ManageEngine (Zoho Corporation) · HQ: India · Category: Business operations
Last verified · Added · 9 sources · How we verify
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What it does
ServiceDesk Plus is ManageEngine's ITSM product. Zia Agents went generally available in ServiceDesk Plus Cloud in April 2026 (US, India, EU and Australia data centres; early access in Canada and China), and the on-premises version ships one-click prebuilt agents. Examples on ManageEngine's pages: an L1 Service Desk Specialist that picks up new tickets, categorizes them, sends a first response and works toward resolution, escalating to a human if needed; an Entra ID User Manager that creates users, manages groups, enables or disables accounts and resets passwords; a SecOps Assistant that checks known vulnerabilities and suspicious URLs during incident response; and PIR, KB-article, resolution and help-desk-coach agents. Agent Studio builds custom agents with chosen LLMs (Zoho-hosted or bring your own key), knowledge sources, ManageEngine/Zoho or custom API tools and guardrails, and a master agent can delegate to subagents (for example an employee-onboarding workflow). Sessions are logged with tool calls, LLM calls and token use, and human checkpoints can be added. Zia Agents are included in the Enterprise edition. ManageEngine is the IT management division of Zoho Corp. (same group as the separate Zoho Zia Agents platform listing); listed as India per the owner's Zoho/ManageEngine rule. Texas DIR lists ServiceDesk Plus Cloud (TX1539241, Level 1, expiry 2027-06-20) as a Zoho SaaS help-desk product; the row does not name Zia Agents, so TX-RAMP is recorded as platform-only.
Frameworks
No framework tags verified yet.
Vendor-claimed TX-RAMP
Government authorizations
Registry records checked 2026-10-18. Scope “listing” means the certified product is this listing or the government boundary it already documents; “platform-only” means another product line is certified and the vendor does not state this agent is inside that boundary.
| Program | Product | Status | Scope | Source |
|---|---|---|---|---|
| TX-RAMP | ServiceDesk Plus Cloud · Level 1 · TX1539241 · expires 2027-06-20 | Level 1 | Vendor platform; agent scope not stated | Registry |
Pricing (as published)
Zia Agents are included in the Enterprise edition of ServiceDesk Plus Cloud at no added cost or metered pricing (per ManageEngine). ServiceDesk Plus edition pricing is published on manageengine.com (static capture showed on-premises Standard from US$13, Professional from US$27 and Enterprise from US$67 per technician/month); confirm current cloud prices on the pricing page.
India relevance
ManageEngine is part of the Chennai-based Zoho group, with a large Chennai campus and offices across India; ManageEngine products are widely used by Indian IT teams.
Tasks
it serviceemployee supportworkflow automationidentity governanceincident responseagentic ops
Sources
- manageengine.com/products/service-desk/ai/zia-agents.html (primary)
- pitstop.manageengine.com/portal/en/community/topic/introducing-zia-ai-agents-in-servicedesk-plus-cloud
- manageengine.com/products/service-desk/pricing.html
- manageengine.com/ai-agents.html
- manageengine.com/about-us.html
- manageengine.com/contact.html
- manageengine.com/products/service-desk/ai/plug-and-play-ai-agents.html
- manageengine.com/news/zoho-corp-ai-platform-supporting-across-broad-portfolio.html
- dir.texas.gov/resource-library-item/tx-ramp-certified-cloud-products
Last verified 18 Oct 2026. Framework tags indicate relevance, not certification; “vendor-claimed” items are as marketed by the vendor. Spotted an error? Submit a correction or email sales@heritageservices.online. See our methodology.
Use-case comparisons
- IT service-management AI agents — 4 verified listings (IT service desk, employee support and service-workflow automation)
Compare ManageEngine ServiceDesk Plus Zia Agents (L1 service desk, Entra ID user manager, PIR and KB agents, Agent Studio) with
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