Pia Rolls Out AI Tools for MSP Help Desk Automation

Pia has added new AI-driven tools to its help desk automation platform. The features are available now in a limited capacity to early adoption partners, with a full rollout to all customers expected in mid-December.

Automating ticketing, triage and billing to address common MSP tasks

AutoTriage, one of the new features within the platform, aims to reduce the time MSPs spend manually processing help desk tickets. The AI model reads and interprets each ticket, then automatically categorizing and rerouting them based on specific client requirements. Pia says the new tools “significantly increases the number of ticket types that can be recognized and triaged with a high degree of confidence, allowing for more accurate prioritization without manual intervention.”

The new Auto Start feature will then handle troubleshooting automatically whenever a new submission is entered, meaning that some routine tasks which do not require hands-on work from a technician can be solved without manual labor. 

“MSPs often struggle with repetitive tasks that take attention from high-priority issues,” said Gerwai Todd, CEO of Pia. “By automating the categorization and initial response to help desk tickets, AutoTriage and AutoStart free up technicians to focus on more critical tasks, improving both the speed and quality of service.”

Two other new tools, Auto Time Logging and Auto Close, automate billing and resolution tasks. Auto Time Logging will automatically track and bill for completed help desk tickets based on pricing information set by the MSP in the system. Auto Close tracks the status of a ticket and will close it out in the system once necessary actions have been taken.

“By automating time logging and ticket closure, along with the new auto-reply function, we’re helping MSPs reduce operational costs and improve efficiency,” said Aron Hardy-Bardsley, chief technology officer of Pia. “These innovations free up time and resources and let MSPs focus on what matters most — delivering exceptional service.”

API integrations also enhanced in new rollout

Pia has also promised revamped third-party integration capabilities through a new interface in the platform. The company says the new interface requires no coding and should provide a seamless connection between APIs, custom-built workflows and other third-party tools MSPs want to use in tandem with the Pia platform.

“Our mission is to re-invent how MSPs deliver service,” said Todd. “With these new features, MSPs can transform their help desk operations, simplify integrations, and ultimately deliver more efficient and consistent client outcomes.”

Pia’s help desk automation platform aims to solve common pain points. Learn more about the company’s vision in a recent interview with Channel Insider.