Streamline ticket intake with
AI-powered triage

Elevate your service desk performance with AI-driven triage. Pia uses intelligent classification and predefined service rules to help categorise and route incoming support tickets more consistently, reducing manual effort at intake.

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Tickets

How AI Triage works

Our new AI Triage has ditched the technical interface for a user-friendly visual interface. Now, with our “AI Triage” dashboard, you can breeze through ticket management like a pro. Set up rules, classifications, and dispatching right from the dashboard.

Ai-Triage-New
1 Ticket Ingestion
2 AI Analysis
3 Stamping
4 Dispatching
5 AI AutoReply
6 AI AutoStart
Ticket Ingestion
Here’s where the AI Triage setup begins—configure ticket filters, test in simulation mode, and activate when ready!
AI Analysis
Pia's AI Analysis empowers you to craft text-based rules tailored to your ticket data, refining the accuracy and expanding category coverage.
Stamping
Pia takes care of classifying your tickets for you. Simply map Pia’s AI-driven categories to your PSA to align ticket categorization with your workflow.
Dispatching
Set up dispatch rules and let Pia route tickets to the right person or board, streamlining workload distribution.
AI AutoReply
Are your clients still logging tickets via email when they could streamline the process with Pia SmartForms? Setup AI AutoReply to smoothly nudge them to fill out a form instead.
AI AutoStart
Activate AI AutoStart, and let Pia seamlessly automate your tickets the moment they arrive in your PSA! Learn more
Goodbye manual triggers

Hello AI AutoStart

Pia’s AI AutoStart takes automation to the next level— kicking off automations as soon as a ticket hits your PSA. No waiting, no finger-lifting—just instant, accurate action right when your client needs it most. The result? Lightning-fast ticket resolution and improved service desk accuracy, every time.

Smart diagnostic

Pia connects directly to the affected device, running diagnostic checks that mimic the steps of a Level 1 or 2 Service Desk Engineer. Results are reported back via the Pia chatbot window.

Automated fixes

Leveraging diagnostic results, Pia runs automated, non-disruptive actions to resolve issues based on diagnostics, minimizing users’ downtime and effectively enhancing overall productivity.

Engineer remedy

Pia provides engineers with tailored recommendations and detailed remediation steps directly in the ticket. This accelerates resolutions and ensures precise, effective problem-solving for every issue.

Pia AI Triage features

Optimizing your workflow for maximum efficiency

Ai

AI-driven ticket classification

Pia aiDesk utilizes AI for MSPs classification and predefined mapping rules to automatically categorize and label incoming support tickets, streamlining ticket handling.

Advanced routing rules

Advanced routing rules

AiDesk utilizes routing rules that are both condition and action-based, prioritizing narrow rules initially and expanding to broader ones as necessary.

Workflow customization

Workflow customization

Use Pia's advanced mapping and routing tools to perfectly tailor your workflow, using simple, board-specific, or advanced rules to fully control your ticket-handling process.

Efficient rule organization

Efficient rule organization

Pia aiDesk provides an organized and efficient way to view and manage your mapping and routing rules, streamlining and simplifying rule management.

Optimized performance

Optimized performance

Pia aiDesk's ticket triage functionality is designed to minimally impact system performance, ensuring a smooth and seamless user experience.

AI Powered Ticket Triage FAQ

What is AI-driven ticket triage, and how does it enhance service desk efficiency in Pia aiDesk?

Pia aiDesk’s AI-driven ticket triage leverages advanced AI classification and predefined mapping rules to streamline ticket handling. This innovative approach ensures efficient categorization, allowing support tickets to be directed promptly to the right team or board, ultimately boosting service desk efficiency.

Can Pia aiDesk's AI-powered triage adapt to different service desk requirements?

Yes, Pia aiDesk’s AI-powered triage is designed for flexibility. With customizable workflow options, including advanced mapping and routing tools, users can tailor their processes using simple, board-specific, or advanced rules. This adaptability ensures precise control over ticket handling, accommodating diverse service desk needs.

How does Pia aiDesk's Advanced AI Classification streamline ticket categorization?

Pia aiDesk employs advanced AI classification to automatically categorize and label incoming support tickets. This feature optimizes the workflow by efficiently organizing tickets, ensuring they are accurately directed to the appropriate teams or boards, contributing to a more organized and productive service desk environment.

What benefits does AI ticket triage bring to service desk operations in terms of efficiency and rule management?

Pia aiDesk’s AI ticket triage combines efficient rule organization with advanced AI capabilities. This not only streamlines and simplifies rule management but also minimally impacts system performance, resulting in a smooth and seamless user experience. AI ticket triage is a key element in enhancing service desk efficiency.

How does AI ticket automation contribute to optimizing workflows in Pia aiDesk?

AI ticket automation in Pia aiDesk involves utilizing advanced routing rules that are both condition and action-based. By prioritizing narrow rules initially and expanding to broader ones as necessary, AI ticket automation ensures a seamless and efficient workflow, improving overall system performance and user experience.

Ready to take your IT service desk to the next level

Schedule a demo, and start your automation journey today!

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