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Setting Up the ServiceAI Pod in ConnectWise PSA

Ricky Cecchini
  • Updated

Connecting ServiceAI directly to your ConnectWise PSA tickets transforms your service desk workflow by providing contextual AI assistance within your existing ticketing environment. This integration enables technicians to access AI-powered resolution suggestions without leaving their familiar PSA interface.

This guide explains the business value of the integration and walks through the setup process to deploy the ServiceAI pod directly in ConnectWise Ticket Pods. The ConnectWise pod runs every chat turn through the same agentic, search-augmented workflow as ServiceAI's AI Chat, so instead of giving a one-shot answer the pod can pull related tickets, look up KB articles, and follow up with tool calls — all without leaving ConnectWise.

Configuring the ServiceAI Custom Tab in ConnectWise

  1. Log in to your ConnectWise PSA instance
  2. Navigate to System > Setup Tables via the left-hand menu
  3. In the Table column, search for Manage Hosted API
  4. Click + to create a new item
  5. Enter the following for this screen:
    • Description: ServiceAI
    • Screen: Service Ticket
    • Origin: https://[region].serviceai.app
      • Ex: https://us.serviceai.app
    • URL: https://[region].serviceai.app/connectwise-ticket?tenantGuid={tenant_guid}&ticketId=[cw_id]
    • Select Pod
    • Pod Height: 700 pixels (your preference, but this works well on a standard 1080p resolution)
  6. Select Save to finalize the creation of the ticketing pod

You will now have the ServiceAI pod offering valuable suggestions and capturing feedback on AI suggestions from your agents working inside of ConnectWise PSA.

Displaying the ServiceAI Pod within Service Tickets

You will need to enable the pod within a service ticket to have it enabled. To do so:

  1. When logged into ConnectWise PSA, navigate to System > Service Board
  2. Select any given ticket on the board
  3. Select the Settings Gear at the top right of the ticket and select Pod Configuration
  4. Move ServiceAI from the Not Displayed column to the Displayed column and adjust its position to your liking

Once you have the pod loaded in, you will need to sign into your ServiceAI account.

Key Notes for ServiceAI in Tickets

To operate the ServiceAI pod in ConnectWise, you must:

  • Be signed in with an existing account created in ServiceAI
  • Have that account be either an Owner, Admin, or Editor role
    • This will not load or work with the Viewer permission

As the ticket data loads, the respective agents will be able to test the responses of ServiceAI without affecting tickets directly, allowing them to test AI responses safely.

Agents can click on the response generated by AI Chat and paste it into the notes for quicker responses.

Pod Quick Actions

When you open a service ticket in ConnectWise, the ServiceAI pod shows a horizontal strip of one-click Pod Quick Actions — configurable prompt buttons that send a context-anchored question (for example, Draft 2–3 alternative customer-facing responses) to ServiceAI's AI Chat using the ticket as context. Configure your pills per-tenant under Settings > AI Behavior > Pod Quick Actions. The same configuration applies across all supported PSA pods.

Why Integrate ServiceAI with ConnectWise PSA?

With the ServiceAI pod, your technicians can access AI-powered resolution suggestions directly within the ConnectWise ticket interface, eliminating the need to switch between multiple applications or tabs during ticket resolution.

Contextual Intelligence

AI Chat in the pod automatically analyzes the current ticket details and provides relevant suggestions based on:

  • Ticket subject and description
  • Historical resolution patterns for similar issues
  • Available documentation matching the problem context
  • Company-specific knowledge and procedures

Accelerated Resolution Times

By surfacing relevant solutions immediately within the ticket view, technicians can:

  • Reduce research time for common issues
  • Access step-by-step resolution guidance instantly
  • Leverage organizational knowledge without manual searching
  • Maintain consistent service quality across all agents

Improved Agent Performance

New and junior technicians benefit from AI-powered mentoring that provides:

  • Suggested troubleshooting steps based on proven resolution patterns
  • Reference to relevant documentation and procedures
  • Confidence in handling unfamiliar ticket types
  • Consistent application of best practices

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