Chat Queries¶
This guide covers the queries you can make through the ZAI chat interface in the ConnectWise pod.
Query Types¶
The chat interface supports several types of queries for looking up information.
Ticket Queries¶
Look Up a Ticket¶
Get details about a specific ticket by ID:
Returns: Ticket number, status, description, assigned resource, notes
Search Tickets¶
Search for tickets using queries:
User Queries¶
List Users¶
List M365 users in the current tenant:
Returns: Up to 50 users with name, email, job title, department, and status
Search Users¶
Filter the user list:
License Queries¶
View User Licenses¶
See what licenses a specific user has:
Returns: List of assigned licenses
List Available Licenses¶
See all licenses in the tenant:
Returns: License name, total units, used units, available units
Tenant Queries¶
Tenant Details¶
Get tenant configuration information:
SharePoint Quota¶
Check SharePoint storage usage:
Defender Status¶
View Microsoft Defender configuration:
Company & Employee Queries¶
Search Companies¶
Find companies by name:
Search Employees¶
Look up employees in the system:
Workflow Queries¶
Search Workflows¶
Find available workflows:
Run a Workflow¶
Execute a workflow:
The bot will prompt you for any required parameters.
Product Queries¶
Get Customer Products¶
View products for a customer:
Product Details¶
Get information about a specific product:
Time Entries¶
Log Time Against the Ticket¶
Ask in plain language — for example:
The assistant proposes the entry on an inline confirmation card showing the minutes, note, and a billable checkbox (on by default). Nothing is written to your PSA until you confirm the card.
Identity Verification¶
Ask the assistant to verify the identity of the person you're speaking to. A verification card appears where you pick the end user; ZAI then runs the verification through your configured provider and reports the result in the chat.
Provider
Which verification provider is used (for example CIPP or CyberQP) depends on what's configured for your deployment — ask your administrator if you're unsure.
Tips for Better Results¶
Ask for Several Things at Once¶
The assistant can chain steps to complete one request — for example "find John's account and show me his licenses" runs the lookup and the license query in one go. You'll still be asked to confirm anything that makes a change.
Use Specific Identifiers¶
- Use full email addresses:
john.doe@company.com - Use ticket numbers:
ticket 12345 - Use exact names when searching
Work Within Ticket Context¶
When viewing a ConnectWise ticket, the bot automatically knows which tenant to query. This makes queries simpler:
With context: List users
Without context: May need to specify tenant
Check What's Available¶
If you're not sure what workflows exist:
What Requires a Workflow¶
The following actions cannot be performed through direct chat queries. Use workflows instead:
| Action | What to Do |
|---|---|
| Create a user | Run a user creation workflow |
| Reset a password | Run a password reset workflow |
| Assign a license | Run a license assignment workflow |
| Disable a user | Run a user disable workflow |
| Add to a group | Run a group membership workflow |
Next Steps¶
- Running Workflows - Learn how to execute workflows
- Chat Overview - Full overview of chat capabilities