Adding ServiceAI In-PSA Assistance for Your Technicians

ServiceAI's AI Chat can be embedded directly inside your PSA ticket interface as a pod or insights module. Today, the in-PSA experience is available for HaloPSA, ConnectWise PSA, Autotask, and Zendesk.

When technicians open a ticket, ServiceAI automatically analyzes the ticket content and surfaces an AI ticket summary, related tickets, related KB articles, and a configurable strip of one-click Pod Quick Actions — right alongside the ticket details. Your team gets contextual troubleshooting guidance and one-click follow-up prompts without leaving the PSA or switching between tools.

• Supported PSAs and Setup Guides
• Pod Quick Actions
• Benefits

Supported PSAs and Setup Guides

• HaloPSA — Custom-Tab iframe pod themed to Halo
  • Integrating HaloPSA to ServiceAI
• ConnectWise PSA — Ticket Pod integration
  • Setting Up Orion AI in a ConnectWise PSA Ticket Pod
• Autotask — Insights module integration
  • Setting Up Orion AI in Autotask Insights
• Zendesk — Embedded app in the agent workspace
  • Setting Up the ServiceAI App in Zendesk

Pod Quick Actions

Pod Quick Actions are a configurable strip of one-click prompt buttons shown in the PSA pod launcher when an agent opens a ticket. Each button sends a context-anchored prompt to ServiceAI's AI Chat (for example, Draft 2–3 alternative customer-facing responses) using the same dynamic-query workflow as AI Chat.

To configure Pod Quick Actions for your tenant:

1. Log in to ServiceAI and go to Settings > AI Behavior > Pod Quick Actions
2. Use the grid editor to add, edit, reorder (drag), or delete buttons
3. Each button needs a Label (shown on the pill) and a Prompt (the message ServiceAI receives when an agent clicks it). The ticket context is appended to your prompt automatically
4. Click Reset to Defaults at any time to restore the built-in set

The same Pod Quick Actions configuration applies across HaloPSA, ConnectWise, Autotask, and Zendesk.

Benefits

No Context Switching — Technicians get AI suggestions, related tickets, and KB articles within the ticket interface.

Contextual Intelligence — ServiceAI analyzes tickets in real-time based on:

• Ticket subject and description
• Your documentation and knowledge base
• Company-specific procedures
• Similar past tickets and their resolutions

Faster Resolution — Immediate access to relevant solutions reduces research time and maintains consistent service quality.

Better Agent Performance — Junior technicians get AI-powered guidance with troubleshooting steps and documentation references. Configurable Pod Quick Actions encode your team's most common follow-ups (draft responses, summarize, find similar tickets) into one-click pills.