Connecting ServiceAI directly to your Autotask 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 Insights module directly in Autotask. The Autotask Insights module 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 module can pull related tickets, look up KB articles, and follow up with tool calls — all without leaving Autotask.
- Configuring the ServiceAI Insights Module in Autotask
- Key Notes for ServiceAI in Tickets
- Checking Which Technicians Can Use the Insights Module
- Why Integrate ServiceAI with Autotask?
Configuring the ServiceAI Insights Module in Autotask
Prerequisite: Connect ServiceAI to your Autotask instance by following these instructions.
Part 1: Enabling the Ticket Insights in Autotask
- Log in to Autotask as an administrator
- Select Admin from the left-hand menus
- Select Extensions & Integrations
- Expand the section for Other Extensions & Tools and select Integration Center
- Search for CloudRadial - ServiceAI and use the menu to Edit the selection
- Scroll to expand the Vendor Insights section and select the checkbox to Enable Integration Vendor Ticket Insights
- Select Save & Close
Part 2: Selecting Where the Insights Module Appears
Once you have enabled the Insights module, you will need to specify which Category the Insights will appear on.
- Navigate to Admin > Features & Settings > Service Desk (Tickets) > Ticket Categories
- For each ticket category you choose:
- Select Edit in the drop-down menu
- Select the Insights tab
- From the Hidden Insights section, drag ServiceAI to the Visible Insights section
- Click Save & Close.
On the categories you choose, you will now see the ServiceAI module loading the ticket and providing answers. You may need to repeat this process if you plan on having the insights module on multiple categories.
Key Notes for ServiceAI in Tickets
To operate the ServiceAI Insights module in Autotask, 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
The Insights module signs technicians in automatically by matching the Autotask resource who opened the ticket to an active ServiceAI team member with the same email address. If a brief network or server problem interrupts sign-in, the module retries on its own.
If the module cannot sign a technician in, it shows an Authentication Required card with a Try Again button and a Go to Login Page link. The message on the card usually ends with a reference ID, shown as Reference: followed by a short code. Include that reference when you contact CloudRadial support. An administrator can also look up the cause, as described in Checking Which Technicians Can Use the Insights Module. The login page inside the module hides the Microsoft and Google buttons. If your organization signs in with Microsoft or Google, select Email me a sign-in code and enter the 6-digit code that ServiceAI emails to you.
One technician's failed sign-in does not affect other technicians using the same browser. Once an administrator fixes the cause, such as adding or reactivating the technician's team member account, the technician's next ticket signs in automatically, with no need to click Try Again or wait.
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.
When a technician opens a ticket that already has a ServiceAI conversation, the Insights module reopens the most recent conversation for that ticket so the technician can pick up where it left off. To start over, click the + button beside the chat input and select New Conversation.
Select Refresh analysis in the top bar to have ServiceAI re-read the ticket from Autotask and post a fresh technical summary to the chat. Refreshing uses AI credits and never changes anything in Autotask. For details, see Adding ServiceAI In-PSA Assistance for Your Technicians.
If the ticket has new notes in Autotask since ServiceAI last analyzed it, a small amber refresh icon appears next to Refresh analysis. Hover over the icon to see how many new notes there are and when the analysis was made, then select it to refresh.
Checking Which Technicians Can Use the Insights Module
Administrators can see which technicians the Insights module cannot sign in, and what to fix for each one, on the Pod access page. In ServiceAI, go to Settings > Pod access, which is in the Workspace group of the Settings menu. Only administrators can view this page.
The top of the page shows how many technicians the module cannot sign in, for example, "3 of 40 technicians cannot be signed in by the pod." It also shows how many technicians have not been synced yet, if any. The module checks Autotask directly for those technicians when they open a ticket.
The grid lists each technician synced from Autotask in these columns:
- Technician: the technician's name
- Email: the email address on the technician's synced Autotask record
- Autotask resource: the technician's Autotask resource ID
- Pod access: Working, Not synced or Blocked
- What to fix: the change that restores the technician's access
Show only technicians with a problem is selected by default, so the grid lists only technicians whose status is not Working. Clear the checkbox to see every technician. After you make a fix, click Refresh to check again.
The What to fix column describes one of these causes:
- No ServiceAI team member uses the technician's email address (Blocked): add the technician with Add Team Member under Settings > Team, or correct the email address in Autotask or ServiceAI so the two match
- The technician's team member account is deactivated (Blocked): set its Status to Active under Settings > Team
- The technician's synced Autotask record has no email address (Not synced): the module checks Autotask directly when the technician opens a ticket, and if that does not resolve it, add an email address to the resource in Autotask and re-sync
If no agents have been synced yet, the page reports that there is nothing to check. If a technician sees the Authentication Required card but the page shows them as Working, contact CloudRadial support and include the reference ID from the card.
Pod Quick Actions
When you open a ticket in Autotask, the ServiceAI Insights module shows a horizontal strip of one-click Pod Quick Actions — configurable prompt buttons that send a context-anchored question (for example, Summarize this ticket and suggest next steps) 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 Autotask?
With ServiceAI, your technicians can access AI-powered resolution suggestions directly within the Autotask ticket interface, eliminating the need to switch between multiple applications or tabs during ticket resolution.
Contextual Intelligence
AI Chat in the Insights module 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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