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SmartForms

Stop boomerang tickets. Fix the intake that creates them.

SmartForms captures exactly what's needed at submission. Static forms become a maintenance tax as client environments change. SmartForms pulls fields live from the tenant, so they stay accurate without anyone touching them. Every ticket hits your PSA complete, categorized, and ready to resolve.

Explore SmartForms
SmartForms Animation3
 

Most MSPs try to fix bad tickets after they arrive. SmartForms fixes them before they do.

When the client submits the right information upfront, there's nothing to chase. No back-and-forth. No technician manually sorting what should have been structured from the start. The ticket arrives complete. The automation runs. The work is done.

What SmartForms means for your MSP

When clients submit what you need, the work runs itself.

01

You added a client. Your costs didn't notice.

When intake is automated, more clients doesn't mean more overhead. SmartForms absorbs the volume at any scale, without adding headcount or complexity to manage it.

02

SLA compliance stops being a team sport.

When every ticket arrives with complete, verified information, your service delivery becomes consistent by design, not by effort. Same process, every request, every client, every time.

03

Your technicians are for problems, not paperwork.

Onboarding a new user shouldn't cost your team 45 minutes of back-and-forth. SmartForms collects everything upfront so your technicians get a complete ticket and a clear path to resolution.

04

Clients stop wondering where their request went.

Real-time status updates reach the client the moment they submit. No follow-up calls, no chasing for confirmation. They submitted, they know it's moving, and your queue stays clear.

What changes with SmartForms

The same request.
A completely different outcome.


  Without SmartForms
 
 
 
Inbox helpdesk@msp.com
New staff member starting Monday
sarah.hr@client.com → helpdesk@msp.com • 4 messages
SC
Sarah Coleman
HR Manager
Mon 9:03 AM
Hey team, we've got a new person starting Monday. Can you get them set up please? Thanks!
HD
Help Desk
helpdesk@msp.com
Mon 9:41 AM
Hi Sarah! We'll need: full name, job title, M365 license type, access level, start date, and reporting manager before we can proceed.
SC
Sarah Coleman
HR Manager
Mon 11:17 AM
Oh right sorry! Her name is Sarah Mitchell, Account Manager. Not sure about the license - is Business Standard okay? She reports to James.
HD
Help Desk
helpdesk@msp.com
Mon 2:55 PM
Still need: access level, James's full surname, and license confirmation. Cannot action this until all fields are provided.
 
Automation blocked. Awaiting technician.
Still chasing missing fields. New hire arrives Monday with nothing set up.
SmartForms
  With SmartForms
 
 
 
Ticket #4821 Auto-resolving
Request type
Staff onboarding ✓
Contact
Sarah Mitchell ✓
Access level required
Standard user ✓
Start date
Monday 21 April ✓
M365 license
Microsoft 365 Business ✓
 
Automation running. No technician required.
M365 account created. License assigned. Client notified.
 
Technician spends 45 min chasing missing info
 
Automation blocked. Manual work required.
 
New hire arrives Monday with nothing set up.
 
 
Complete ticket arrives. No follow-up needed.
 
Automation fires immediately on submission.
 
Client notified. Ticket closed. Team untouched.
Built to resolve. Not just collect.

Everything SmartForms does, so your team doesn't have to.

 

Zero Touch white

Zero-touch or sign-off required, your call

Configure each SmartForm to resolve automatically or hold for technician approval. Routine requests run without anyone touching them. Sensitive ones wait for the right person to confirm. Same platform, both workflows, no extra tools needed.

lightbulb-setting

Forms that already know your clients' data

Description: Dynamic fields pull live information directly from your client's setup. No manual upkeep and no stale dropdowns to maintain. Inputs are validated as they're entered, so every submission is accurate before it becomes a ticket.

deep-learning

Meets clients where they already are

SmartForms embeds in Teams, runs as a standalone portal, or plugs into tools like CloudRadial. And when a client emails instead of using the form, AI AutoReply redirects them automatically. Nothing new for your clients to install or learn.

join the success

What MSPs say about SmartForms

"We went from about 70% of our tickets being closed by our support desk to almost 90% within a month and a half, two months."

Chris Davies

Customer Support and Proactive Services Manager, Adaptive Technical

70% → 90%

Ticket closure rate within 2 months

2.5 weeks

To go live after 8 months failure with prior tool

Adaptive Technical Cover

SmartForms FAQs

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

How long does it take to set up SmartForms for a client?

Most teams are up and running within a day. Configure inside the Pia Partner Portal, enable forms per client, set board, status, and ticket classification, and go live. No custom development required.

Do my clients need to install anything or create a new account?

No. SmartForms can be embedded in Teams, run as a standalone portal, or integrated with tools like CloudRadial. If a client emails instead, AI AutoReply automatically redirects them to the right form. Nothing new for them to install or learn.

Can I control which automations run automatically and which need approval first?
Yes. Every SmartForm can be configured for zero-touch or for a manual approval step where a technician confirms before anything runs. You set this per automation and per client, inside the same platform.
Can I customize SmartForms with additional questions?
Yes, easily. Start from a pre-built template and add your own questions directly in the platform, no rebuilding from scratch.
What if the information a client submits isn't right?

SmartForms validates inputs in real time, pulling live data from the client's tenant and flagging issues before submission. If something falls outside expected parameters, the automation pauses and a technician is notified rather than running on bad data.

See what happens when the ticket arrives complete.

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