Pia aiDesk
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About
Pia aiDesk is an AI-led automation platform for MSPs, designed to improve efficiency, speed up ticket management, and enhance customer service. It integrates with existing PSA tools, offers AI-powered ticket triage, and allows for custom automation development. Features include seamless PSA integration, a catalog of pre-built automations, and robust security certifications (ISO 2700, SOC2, HIPAA, GDPR). Pia aiDesk aims to reduce service ticket workload, accelerate ticket resolution, and increase customer service satisfaction and employee retention.
Platform
Task
Features
• security
• integrations
• custom development
• seamless psa integration
• ai-powered ticket triage
• smartforms
• multifaceted support
• automations catalog
FAQs
Can the Pia pod be moved around?
Yes, it can be dragged and dropped to move the Pod around in the window.
Do the tickets come in and are triaged to appropriate resources?
This is an additional configuration which is turned on after go-live and requires configuration by the Partner.
How does Pia match up machines with people?
The packages will ask you for a user and then run a query to find the devices with the Pia agent installed which the user has recently logged into.
Does Pia work in online or desktop version CW?
Works on both.
When SLA’s are missed, How are partners notified?
This feature is in development for the triage function.
Larger MSPs frequently have co-managed clients. What’s the option to get their 'boots on the ground' techs access OTHER than the canvas? Follow up: in our co managed solutions we move tickets back and forth between our staff and the clients IT people, can you move from canvas to full Pia and vice versa?
Pia can be used in each interface independently but will notify the agent if Pia is already running on a ticket.
Can Pia set TSI on the tickets or would that still need to be manual?
Pia can set the TSI automatically as part of the triage function.
Can you delegate a share mailbox on a terminated user?
It is already part of the terminate user package to do this.
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