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
- 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
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 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
Comments
0 comments
Article is closed for comments.