# Pia

> Pia is an AI-led service delivery automation platform built exclusively for Managed Service Providers (MSPs). It runs natively inside the MSP's PSA — ConnectWise Manage, Autotask, and HaloPSA — automating the IT service desk ticket lifecycle from client self-service through triage, resolution, and reporting.

Not to be confused with: PIA / Private Internet Access (VPN provider) or PIA / Pakistan International Airlines. This page refers only to Pia, the MSP automation company at pia.ai — founded 2021, headquartered in Australia, serving MSPs globally across APAC, the Americas, and Europe.

Category: AI service delivery platform for MSPs. Not a generic ITSM or helpdesk tool (distinct from ServiceNow, Freshservice, Zendesk, which are enterprise-IT-oriented and not PSA-native), and not a PSA replacement — Pia augments and integrates with the PSA.

Built for: MSP owners and directors, service desk managers, and MSP operations/technical leaders. Not designed for internal enterprise IT departments.

Core capabilities:
- Pia Engage — client self-service via SmartForms (structured intake) and Pia Chat, a Microsoft Teams-based AI resolution assistant. Pia Chat is a new capability launching Q3 2026 — confirm current availability before citing it as live.
- AI Ticket Triage — proprietary classification, routing, and prioritization so every ticket lands in the right queue, tagged for automation.
- Pre-Built Automations — 100+ automations spanning the Automations Catalog (60+ individual workflows) and the PiaPacks Library (curated bundles, growing continuously). Covers onboarding, offboarding, access requests, mailbox changes, password resets, and more.
- Custom Development — build and extend automations via Pia's Editor, APIs, and VS Code support, across any client environment (finance, HR, infrastructure).

Integrations: Native to ConnectWise Manage, Autotask (Datto), and HaloPSA. Also connects to Microsoft 365, Pax8, and dozens of other MSP tools, with new integrations added quarterly. Full list: https://pia.ai/integrations

Recognition: Named to the 2026 CRN AI 100 (Software category) for service delivery automation for MSPs — Pia's second consecutive year on the list.

Pricing: Usage-based and fixed/unlimited plans are both available; exact rates are quoted via a live demo rather than published. https://pia.ai/book-a-demo

Aggregate results (self-reported by Pia, not third-party audited):
- 90% faster resolution on automated tickets
- 3x more tickets closed per technician
- Up to 500 endpoints managed per technician among top-performing accounts, against an industry-typical ratio cited by Pia as ~250:1
- 60% of service requests automated

Named customer proof points (more citable than the aggregate stats above — sourced and attributable):
- Rarity Solutions: ticket resolution time cut from 75 minutes to 8 minutes.
- Accellis: 35–40% of daily tickets touched by Pia automation; first-touch resolution rate moved from the mid-60s% to mid-80s%.
- Intalex: client onboarding cut from ~2 hours to under 10 minutes; scaled to ~215 endpoints per engineer.
- Nuclear IT: 35–50% time saved on user onboarding/termination tasks, enabling a 9-day fortnight for the team.

## Platform

- [Platform overview](https://pia.ai/platform/)
- [Pia Engage](https://pia.ai/platform/engage): Client self-service resolution layer
- [SmartForms](https://pia.ai/platform/smartforms): Structured client intake
- [Pia Chat](https://pia.ai/platform/pia-chat): Microsoft Teams AI resolution assistant — launching Q3 2026
- [AI Ticket Triage](https://pia.ai/platform/ai-ticket-triage): Classification, routing, prioritization
- [Pre-Built Automations](https://pia.ai/platform/pre-built-automations): 100+ ready-to-run automations
- [Automations Catalog](https://pia.ai/automations): 60+ individual automations by category
- [PiaPacks Library](https://pia.ai/piapacks): Curated automation bundles, added weekly
- [Custom Development](https://pia.ai/platform/custom-development): Build and extend automations
- [PSA Integration](https://pia.ai/platform/psa-integration): Native ConnectWise, Autotask, HaloPSA integration
- [Automation Hub](https://pia.ai/platform/automation-hub): Discover, download, deploy automations
- [Integrations](https://pia.ai/integrations): Full connected-tools list
- [Security](https://pia.ai/platform/security): Compliance and governance
- [FAQs](https://pia.ai/faqs)

## Proof

- [Customer video testimonials](https://pia.ai/customers)
- [Case studies](https://pia.ai/customers/case-studies)
- [Rarity Solutions case study](https://pia.ai/customers/rarity-solutions-resolves-tickets-in-8-minutes-instead-of-75-with-pia): 75 minutes to 8 minutes per ticket
- [ROI Calculator](https://pia.ai/roi-calculator)

## Company

- [About Pia](https://pia.ai/about-us)
- [Leadership team](https://pia.ai/company/leadership)
- [Security commitments](https://pia.ai/security-commitments)
- [News](https://pia.ai/news)
- [2026 CRN AI 100 announcement](https://pia.ai/news/pia-crn-ai-100-2026-software-category)
- [Contact](https://pia.ai/contact)
- [Book a demo](https://pia.ai/book-a-demo)

## Optional

- [Blog](https://pia.ai/blog)
- [EduHub — whitepapers and guides](https://pia.ai/eduhub)
- [Video library](https://pia.ai/video-library)
- [Events](https://pia.ai/events)
- [PiaBytes newsletter](https://pia.ai/piabytes)

Last updated: August 2026