Integrating Kaseya BMS to ServiceAI

Connecting your Kaseya BMS instance to CloudRadial ServiceAI enables you to import tickets and documentation for summarization, analysis, recommendations, and more.

Follow the instructions below to learn how to set up the API connection for ServiceAI:

• Creating and Configuring an API User in Kaseya BMS
• Configuring Ticket Systems in ServiceAI
• Using Triage With Kaseya BMS

Creating and Configuring an API User in Kaseya BMS

Important: Kaseya requires MFA on user accounts, which can break the API connection to ServiceAI when connected to a specific individual. The method detailed below creates a dedicated API employee that does not require MFA and allows for the connection to work as intended.

BMS allows you to create API-only access user types for the purpose of OAuth integrations with other apps. A userless alternative is available with no license consumption on the account.

You will need to create a new API Employee user for the connection to succeed. You can also use an existing user if you are comfortable with this process.

To create the API user dedicated to connecting to ServiceAI:

1. Log in to your Kaseya BMS instance
2. Select the HR tab at the top of BMS
3. Select Employees on the left-hand side
4. Select + New to add a new employee
5. Enter the details of this new user as required by Kaseya:
   • Enter your User Name, First Name, and Last Name with your own preferences
   • Enter any Employee ID you prefer
   • Enter any Email Address you prefer
     • Because you will need to authenticate the connection to ServiceAI with this API member's password, make sure you enter an email that you can access to reset the password for authentication.
   • All dropdown fields after these are subject to your own preferences, however:
     • Ensure that you set the User Type to API Employee
     • Ensure that you set the Security Roles to Administrator (to avoid insufficient API permission errors within the ServiceAI/BMS connection)
6. Select Save to finalize your API employee creation

If it isn't already, make sure that the newly created member's External Authentication Type is set to None. With additional authentication on this employee, the connection to ServiceAI will fail.

NOTE! The user password cannot contain an ampersand (&). This will cause the connection to fail due to the character not being supported during API transfer.

The Gateway URL identifier cannot contain + characters, please use spaces instead.

Configuring Ticket Systems in ServiceAI

Ticket Systems are the ServiceAI mechanism for gathering and analyzing ticket data for various functions. This is a core requirement to get the most value and insights from ServiceAI.

1. Log in to ServiceAI and select the Settings gear at the top
2. In the Overview tab, where you will land by default, select the + Add Integration button on the right
3. Under Integration Type, select Tickets and Kaseya BMS as your ticketing system and enter the required fields:
   • Username: The name of your user from Kaseya BMS
     • This can either be an existing member with an Administrator security role or a custom one that you have created earlier
   • Password: The password of the user account 
   • Tenant Name: Your Kaseya tenant name
     • Find this in Kaseya under Admin > My Company > Company Settings > End of the Gateway URL 
       • Example: Gateway URL: https://na1bmspreview.kaseya.com/Gateway.aspx?client=cloudradial)
   • From Date: Enter the starting date for ticket synchronization. 
     • ServiceAI will import all tickets from this date forward. It will systematically reach your Kaseya BMS instance to retrieve these tickets. 
   • API Base URL: https://api.bms.kaseya.com/
4. Select Test Connection to ensure that the system is correctly provisioned for the setup of your Kaseya BMS data to ServiceAI

Select Save Changes at the bottom to finalize your setup.

Using Triage With Kaseya BMS

Once your Kaseya BMS ticket system is configured, ServiceAI's Triage feature can process incoming Kaseya BMS tickets automatically. Kaseya BMS triage uses the Unified Triage Rules model — a single set of rules drives routing, categorization, and assignment decisions in one combined AI analysis per ticket.

Webhook Setup (Manual)

Kaseya BMS uses a manual webhook configuration. ServiceAI generates a webhook URL and a shared secret that you copy into Kaseya BMS.

1. In ServiceAI, go to Settings > Triage Settings and enable Triage
2. Locate the Webhook Setup section. Copy the webhook URL using the Copy URL button
3. In Kaseya BMS, register a webhook for ticket-created and ticket-updated events that POSTs to the copied URL
4. If you regenerate the secret in ServiceAI, the new URL becomes active immediately — update the Kaseya BMS webhook configuration before the next ticket arrives

Saving Triage Settings does not rotate the secret — only the Regenerate Secret button does.

Kaseya BMS-Specific Triage Behavior

• Routing rules target Kaseya BMS Queues
• Picklist values for queue and other ticket fields are auto-discovered from your Kaseya BMS instance; no manual list maintenance is required
• If an agent referenced by an assignment rule has been deleted or disabled in Kaseya BMS, the ticket's agent is left unset rather than written with a stub record
• Triage posts its decision as an internal note on the ticket. The Fast Feedback agent summary now also includes Related tickets and Related KB articles sections with Kaseya BMS-native clickable links so the assigned technician can jump straight to similar past tickets or relevant Kaseya BMS knowledge base articles.

For full details on enabling Triage, building rule sets, and viewing triage results, see All About ServiceAI's Triage Feature. For webhook diagnostics, see Troubleshooting Triage Webhook Configuration.