10 Must-Have Pia aiDesk Features of 2024

As we wrap up 2024, let’s take a moment to look at some of the features we’ve added to Pia this year—tools designed to make your service desk faster, more efficient, and more scalable. These features aren’t just updates—they’re resources you can start using today to solve real-world challenges in your business. 

Here’s what we’ve built for you this year: 

1. Streamline Ticket Triage with AI Triage 

Are tickets sitting idle too long in your helpdesk? AI Triage automates the ticket triage process and helps you get to the root of the issue faster. With features like AI AutoStart, you can automatically trigger automations the moment a ticket is created, eliminating delays and improving response times. To learn more about this new feature, watch our latest webinar about AI Triage.  

2. Simplify User Management with CSP Integration 

Managing licenses and users across multiple platforms can be time-consuming. With our CSP Integration, you can now streamline license management tasks like purchasing or decommissioning Microsoft 365 licenses with platforms like Ingram Micro, Dicker Data, Pax8, and Microsoft Partner Center, saving valuable time and reducing manual effort. 

3. Accelerate Onboarding with the Pia Config Tool 

Getting started with Pia should be quick and seamless. With the improved Config Tool, MSPs can now onboard clients up to four times faster than before, allowing you to deliver results sooner. 

4. Empower Clients with SmartForms 

Manual tasks bogging down your technicians? We’ve doubled the number of SmartForms available, enabling your clients to resolve more issues on their own without needing to contact your team. 

5. Automate More Scenarios with Expanded Automation Support 

Dealing with too much customization? Pia now supports a broader range of scenarios, allowing you to run automations for most clients without additional setup. This now includes semi-hybrid environments, where on-premise systems operate independently from the cloud without Active Directory synchronization. In addition to supporting on-premise, cloud-only, and cloud-hybrid scenarios, this expansion ensures even greater flexibility for complex client environments. 

6. Customize Workflows with Enhanced SmartForms 

Need consistent workflows for tasks like user onboarding or offboarding? With Enhanced SmartForms, you can now customize them further with extension automations, ensuring accuracy and reliability in every interaction. Customizing Pia SmartForms allows you to align more closely with your clients’ unique onboarding process lists, covering additional tasks that native Pia SmartForms may not address,  such as hardware purchases, line-of-business application setups, and other specific requirements. 

7. Enjoy Full Halo PSA Support 

Using Halo PSA? Pia now provides comprehensive support for Halo PSA, covering not just the automation features but the full suite of Pia aiDesk capabilities, including AI Triage and SmartForms. This ensures that every part of your service desk workflow is seamlessly integrated, giving you a complete solution for efficiency and process optimization. 

8. Improved Ticket Categorization with Smarter AI 

Struggling to categorize tickets accurately? Our proprietary AI and Machine Learning capabilities have improved significantly this year, achieving over 94% accuracy and doubling the ticket categories and types Pia understands. This works across all our supported PSA’s: ConnectWise, Autotask and HaloPSA.  

9. Save Time with Automated Time Logging 

Tired of manually logging time on tickets? With Automated Time Logging, Pia automatically tracks time spent on automations, ensuring accurate data and helping you avoid missed billing opportunities. 

10. Build Custom Integrations with Ease 

Need integrations tailored to your workflows? It’s now easier than ever to connect Pia’s native integrations to your workflow. And with the New Integration Experience, even if we don’t support your favorite third-party software out of the box, you can seamlessly connect to it using our updated UI for custom integrations, including quick setup for third-party REST APIs. This gives you unmatched flexibility to integrate exactly what you need without complexity. 

Ready to Make Your Service Desk Even Better? 

Each of these features was designed with your success in mind, based on the feedback and challenges you’ve shared with us throughout the year. If there’s something on this list you haven’t explored yet, now is the perfect time to try it out. 

Have questions or need help getting started? Reach out to our team, and we’ll be happy to guide you through it. 

Thank you for trusting Pia to be part of your journey. Here’s to another year of innovation, growth, and great partnerships. Wishing you all a joyful and restful holiday season!