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How to Use Ask Orion in ServiceAI

Ricky Cecchini
  • Updated

This article was rewritten for the 2026-05-14 release. Ask Orion is now the in-app help chat for product questions only. The data-chat features (ticket analysis, KB lookup, company and user insights, slash commands, custom rules) have moved to AI Chat. See All About AI Chat in ServiceAI for that surface.

Ask Orion is ServiceAI's in-app help chat. It answers questions about the ServiceAI product itself — how features work, where settings live, and what a screen does — so you can get unstuck without leaving the page you are on.

This article covers what Ask Orion is, how to open it, what to ask it, where it draws the line, and how it fits alongside AI Chat.

What Ask Orion Is

Ask Orion is a focused product-help assistant that lives in a panel on the right side of ServiceAI. It is trained on the ServiceAI product, its features, and its documentation, so it can explain how something works or point you to the right setting without you having to hunt through the help center.

Ask Orion does not look at your tickets, companies, users, or any other data from your Tenant. It is a help chat, not a work surface. For chat that pulls from your data, use AI Chat.

Opening Ask Orion

Ask Orion opens from the sparkle help icon in the ServiceAI top navigation bar. Click the icon once to open the panel; click it again to close it.

When you open a new Ask Orion conversation, you are greeted with a welcome screen featuring:

  • A centered greeting that includes your name (e.g., "Hi, Sarah!")
  • Descriptive subtext explaining what Ask Orion can help with
  • A set of prompt suggestion cards to help you get started quickly

Click a suggestion card to send it as your first message, or type your own question into the chat input.

What to Ask Ask Orion

Ask Orion is the right tool for any question about how ServiceAI itself works. Good examples include:

  • "How do I get started with ServiceAI?"
  • "How do I connect my PSA system?"
  • "How do I configure triage rules?"
  • "What is RPS and what do my RPS scores mean?"
  • "Where do I find my ticket analysis?"
  • "How do I generate improvement recommendations?"
  • "Where do I configure Agent Mode Rules?"
  • "How do I export performance reports?"
  • "Show me how to create custom views"

Ask Orion can also explain dashboard widgets, metrics, integration options, and setup requirements. If your question is about a button, a setting, a screen, or a concept inside ServiceAI, Ask Orion is the right place to ask.

What Ask Orion Can't Do

Ask Orion deliberately does not have access to your Tenant data. It cannot:

  • Look up a specific ticket, company, agent, or end user
  • Summarize a client's recent activity or a user's history
  • Find tickets that need attention or analyze ticket trends
  • Draft a customer-facing reply based on the contents of a ticket
  • Search your imported knowledge base for an answer to an end-user question
  • Generate a new KB article from a conversation

All of that lives in AI Chat. AI Chat is the home page you land on when you sign in to ServiceAI, and it is also what powers the AI Chat dropdown on the Ticket Details page, the PSA pods (ConnectWise, Autotask, HaloPSA, Zendesk), and the public /chat?tenant=… route. If you ask Ask Orion something that requires your data, it will point you at AI Chat. See All About AI Chat in ServiceAI for that surface.

Best Practices

Ask Orion is based on an Azure OpenAI model. As with most chat tools, you'll get the best answers when your prompts are clear and specific. A few tips:

  • Be specific — name the screen, feature, or setting you are asking about. "How do I configure triage rules?" beats "How does triage work?"
  • Follow up — Ask Orion handles follow-up questions in the same conversation, so it is fine to start broad and narrow down with each turn
  • Experiment with phrasing — if the first answer misses the mark, try rewording the question or asking for a step-by-step walkthrough
  • Use it as a docs shortcut — Ask Orion is faster than searching the help center for most "where do I find…" or "what does this mean" questions

Where Ask Orion Fits in ServiceAI

ServiceAI has two distinct chat surfaces. Knowing which one to reach for saves time:

  • Ask Orion — the right-side help panel. Use it for questions about ServiceAI itself: how a feature works, where a setting lives, what a screen does. Ask Orion does not see your data
  • AI Chat — the main workspace and home page. Use it when you want to work with your data: look up a ticket, analyze a company, draft a reply, search your KB, find similar tickets. AI Chat is also the surface behind the Ticket Details AI Chat dropdown, the PSA pods, and the public chat route

A simple rule of thumb: if the question is about ServiceAI, ask Ask Orion. If the question is about your data or your customers, use AI Chat.

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