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PIA ENGAGE

The front door to
client self-service resolution.

Unstructured requests break automation before it starts. Pia Engage gives your clients a structured way to request, get answers, and resolve issues — without a technician touching it. One layer. Zero-touch resolution.

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See Pia in action

75 min→8 min

Resolution time with SmartForms
Rarity Solutions

95%+ faster

New starter fulfillment time
ramsac

70+ hrs

Saved per month through self-service
Pavelcomm

Pia Chat — New

Don't just chat about the ticket. Automate the resolution.

Pia Chat puts your service desk inside Microsoft Teams, where your clients already work. Clients send messages in Teams, AI Resolution Assist delivers instant answers, and tickets are resolved directly in the chat. No technician needed.

  • Lives inside Microsoft Teams,  no new portal, no new login, no behavior change
  • Available 24/7. AI Resolution Assist handles requests after hours so nothing waits until morning."
  • Resolves tickets automatically. Clients get an answer, not a queue position
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SmartForms

Every ticket starts with the right information.

Incomplete tickets slow everything down. SmartForms captures exactly what technicians need upfront — dynamic, customizable forms that pull real-time data from the client's tenant — and triggers automation the moment a client submits.

  • Zero-touch resolution from form submission
  • Dynamic fields pull real-time tenant data — no manual upkeep
  • AI AutoReply redirects email tickets to the right SmartForm automatically
  • Eliminate back-and-forth before it starts

"The dream of IT self-service has existed for so long — and this is the first time we've actually seen it come to fruition."

Brett Chalmers, CEO, Nuclear IT

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SmartForms

Pia Engage FAQs

Got a question about Pia Engage? Here are the ones we hear most often.

What is Pia Engage?

Pia Engage is the client-facing pillar of the Pia platform. It's where your clients start — and where tickets get resolved without your team getting involved. It currently includes SmartForms, with Pia Chat coming in Q3 2026.

Will my clients actually use it?
Most self-service tools fail because clients don't adopt them. Pia Engage works because it meets clients where they already are — rather than asking them to go somewhere new. One of our partners saw a client use SmartForms 30 times in their first week of access.
Does it connect to our PSA?
Pia integrates natively with ConnectWise, Autotask, and HaloPSA. Every ticket submitted through SmartForms or Pia Chat is created, triaged, and updated in your PSA automatically,  no manual entry, no missed fields.
What happens if a client emails instead of using the form?

AI AutoReply catches it. It detects the request, responds to the client, and redirects them to the right SmartForm — so you still get structured intake even when clients default to email.

How long does it take to set up?

 SmartForms are live and ready to deploy. Most partners are up and running within a few weeks. Pia Chat is coming in Q3 2026 and will be available to all Pia partners at launch.

What's the difference between SmartForms and Pia Chat?

SmartForms are structured forms your clients complete to submit requests, best for onboarding, offboarding, access requests, and anything with multiple required fields. Pia Chat is conversational. Clients message Pia directly in Teams and Pia handles the request through dialogue. Both feed into the same automation engine. Both resolve without a technician. Pia Chat is coming in Q3 2026.

Does SmartForms replace our client portal?
If you're currently running a separate portal just to collect client requests, SmartForms does that job. It connects directly to your PSA, with automation triggered the moment a client submits. No separate tool to maintain, no extra login for your clients.
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One front door. Full resolution.

SmartForms and Pia Chat work together inside the Pia platform — giving your clients a seamless self-service experience while your team focuses on what actually needs human attention

 

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