Book a call
Product roadmap

Where Pia is heading

Pia exists to remove work from the service desk. Here's what we're building, and what's already live for partners today.

26 items across five product areas, 7 of them live for partners today. Live now means available today, in build means in active development.

Pointing-4-Flipped
Two things we're aiming for right now, and most of what follows rolls up to one of them.

Every request automated, however it arrives

Clients reach out however is easiest for them. They chat, they email, they call, they grab someone in a corridor. We want Pia to take the request wherever it starts and carry it through to a resolution, so your technicians spend their time on the work that genuinely needs a person.

Automation anyone can build

Most automation should be within reach of anyone on your team. Describe what you want and Pia builds it. When you need real control, the code, the extension points and the API are all still there. Your builders get a faster start, and everyone else gets a way in.

See the full roadmap

Every item we're building for the service desk, in plain language, with the ones already live marked and filterable.

  • 26 items across Engage, ticket triage, pre-built automations, custom development and platform
  • The 7 capabilities live for partners today
  • What each item does and who it's for, in plain language

Get access

We'll use this to send you roadmap updates as items go live. See our privacy policy. 

Show
Everything27 Live now7 In build20

Engage

Your clients' IT support inside Microsoft Teams. Two goals: give end users enough visibility and control to close their own issues, and give your team more control over what they see and do.

4 live now · 9 in build

  1. Customizable intro messages Live now

    Set organization-wide with per-client overrides, so you can set expectations on what Pia Chat does and what your response times are.

  2. Custom automations via Teams Live now

    Automations run inside the user's Teams conversation, so the fix happens right there in the thread.

  3. Technician takeover notifications Live now

    The user knows the moment a person has picked up their issue.

  4. Chat experience updates Live now

    An “AI is typing” indicator while a response is generated, and client names against each message in Tech Assist. 

  5. Self-close tickets In build

    A user can mark their own issue resolved from the chat. 

  6. Ticket status updates in chat In build

    You choose which ticket statuses trigger an update to the user. 

  7. Talk to a human In build

    A direct route to a person on your team. It logs a ticket immediately and signals that someone is waiting.

  8. File uploads in Pia Chat In build

    Clients can attach screenshots, error logs, and documents to a support request without leaving Microsoft Teams. The files arrive on the ticket, so technicians have the context to resolve on the first pass.

  9. Ticketing snapshot in Teams In build

    Open tickets and tickets closed in the last 30 days, with organization-wide visibility for client admins.

  10. Known issues list In build

    Users can see a known outage in chat, so one report covers everyone affected.

  11. Chat log In build

    The full conversation history of every triage and dedicated ticket chat, viewable in the Pia partner portal. 

  12. Installation improvements In build

    Optional Teams sidebar pinning, visibility of existing setup policies, post-install pinning control and clearer permission errors.

  13. Self-serve SmartForms In build

    SmartForms are guided request forms that run an automation the moment they're submitted. These are the same forms your admins already have, scoped so an end user can only change their own account: mailbox permissions, mail forwarding rules, calendar permissions, network password reset and out of office.

Ticket triage

How accurately a request is read, categorized and routed the moment it arrives. Two changes are underway.

2 in build

  1. Classification accuracy In build

    Ongoing improvements to how accurately Pia reads and classifies an incoming request. 

  2. Increased ticket category recognition In build

    Moving from 60 recognized ticket categories to more than 150.

Pre-built automations

Automation Hub is a shared library of production-ready automations, packaged as PiaPacks, that your team installs and runs from day one. New packs are added continuously. 

1 live now · 4 in build

  1. SmartForms for group access, mail contacts and mail lists Live now

    Client admins can make routine directory changes themselves, and your team gets that time back. 

  2. Traveling User In build

    Schedules a conditional access override so a traveling employee can work through geo-blocking for a set period. Separate versions for technicians, client admins and the end user. 

  3. Office 365 Mail Trace In build

    Run a mail trace from inside the ticketing system, where the technician is already working.

  4. Core package migration into the Hub In build

    The packages that ship with Pia today move into the Hub alongside everything else. 

  5. Automation Hub support for Pia Chat In build

    Pia Chat packs are published and installed from the Hub like any other pack.

Custom development

Everything your builders need to extend Pia from the inside.

2 live now · 2 in build

  1. AI Automation Builder Live now

    Delivered through the Pia VS Code extension your team already has. Describe what you want and it generates the complete solution: package, activities, forms and workflow diagram. Every component is validated as it's generated, and issues are resolved automatically where they can be.

  2. Pia API Live now

    Set organization-wide with per-client overrides, so you can set expectations on what Pia Chat does and what your response times are.

  3. API endpoints phase 3 In build

    Set organization-wide with per-client overrides, so you can set expectations on what Pia Chat does and what your response times are.

  4. MCP for Pia In build

    Set organization-wide with per-client overrides, so you can set expectations on what Pia Chat does and what your response times are.

Platform and PSA integration

The connections and visibility sitting underneath every part of Pia.

3 in build

  1. The next ticketing system integration In build

    Set organization-wide with per-client overrides, so you can set expectations on what Pia Chat does and what your response times are.

  2. TD SYNNEX support for CSP In build

    TD SYNNEX joins Microsoft, Pax8, Rhipe, Ingram Micro, Dicker Data and Sherweb as a supported CSP, the distributor relationship your Microsoft licensing runs through.

  3. Deeper reporting and analytics In build

    Embedded in the partner portal, with the adoption report upgraded to cover more of your estate and new metrics drawn from partner feedback.

Tell us what belongs on this page

A lot of what's above started as a partner asking for it. If there's work on your service desk you'd rather Pia handled, we want to hear about it.

Book a 30-minute discovery call
 Already a Pia partner? Send a request to your partner success manager.