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Use case · Client self-service

What your clients can't resolve themselves,
your team has to

Pia handles high-volume client requests automatically, any hour of the day. Password resets, account unlocks, user onboardings, and more. Resolved before they hit the queue.
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Hero Client service3

Most of your queue never needed a technician

0 min
technician time on one ticket
Client
Technician
 
 
 
New starter
Daniel Reeve
Submitted
Nearly half of tickets need more than one round of back-and-forth to resolve. Endsight study, published by Unthread
what changes

Self-service that resolves,
so clients actually use it

SubmittedResolved

Answers in minutes

High-volume requests resolve in minutes, with nothing left waiting.

Assigned to your team: 0

Your team, freed up

The repetitive work runs itself, so your team handles real problems.

Consistent every time

One process for every request, whoever raised it or runs it.

Do clients keep using self-service after the first time?

"I had one client who used it over 30 times in the first week since we allowed them to access the portal."

Igor-pro-cropped-427x427-1
Igor Meynin Technical Services Manager, IT Logic
how it works

Powered by the Pia platform

Two layers do the work.

  • Pia Engage is how clients reach you. SmartForms capture structured requests with complete details upfront. Pia Chat resolves conversational requests inside Microsoft Teams.

  • Automation is what fulfills them. 100+ pre-built automations resolve requests end-to-end, with custom development for the workflows unique to your clients.

Underneath both: a proprietary machine learning model classifying 3.5+ million tickets every month.

Explore Pia Chat Explore SmartForms
Explore Prebuilt automations
An MSP whose clients do the first step

All the information is in there, it's exactly what the client has asked for, we check it and we hit go.

Charlie T Head of Technical Development and Cybersecurity, ramsac · Europe

Raised by clients themselves
Starters, leavers, change requests
Smartforms are extending to
Every employee at client sites
CharlieT - Ramsac

Questions we get.
Answers that hold up.

On client self-service, setup, adoption, and what it means for your margins.

Do my clients need to download anything or change how they work?

No. SmartForms are accessed through a link or client portal — no app install required. Pia Chat works inside Microsoft Teams, which your clients already use. There's nothing new for them to learn and no change management burden on your team.

What types of requests can clients actually self-serve?
High-volume, predictable requests: new user onboarding, offboarding, password resets, license changes, device requests, and more. SmartForms capture the right information upfront and trigger the automation automatically. Pia Chat handles the same requests conversationally inside Teams. If it's a request your team answers the same way every time, it's a candidate for self-service.
How long does it take to go live?

Most MSPs are live within a few weeks. Pia comes with pre-built automations for the most common request types, so you're not starting from scratch. ramsac expected onboarding to take six months and were live in weeks. Your customer success team handles the implementation alongside you.

Will clients actually use it, or will they keep calling the help desk?

Adoption follows speed. When clients get a resolution in minutes instead of hours, they come back. Adaptive Technical resolved ~90% of Pia Chat requests inside Teams without technician involvement. The experience has to be faster and easier than calling — Pia is built to clear that bar. MSPs who see lower adoption usually find that the automation isn't completing the request end-to-end. Fix the automation, and adoption follows.

Does this work with our PSA?

Yes. Pia integrates natively with ConnectWise, Autotask, and HaloPSA. Every self-service request that comes through SmartForms or Pia Chat creates and closes a ticket in your PSA automatically — with full notes, no manual entry, and no tickets falling through the cracks.

What's the financial case for client self-service?

Every request a client resolves through Pia is one your team didn't touch. At scale, that shifts the unit economics of your service desk. Ticket volume grows with your client base — self-service is what stops payroll growing at the same rate. Cost per ticket falls, utilization improves, and you're not hiring to absorb growth. MSPs using Pia for client self-service consistently report handling more endpoints with the same or smaller teams.

See what self-service looks like for your MSP.

Book a call with our team and find out which requests you could stop handling manually.

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