Configuring Pod Quick Actions in ServiceAI

Pod Quick Actions are a configurable strip of one-click prompt buttons that appear in the ServiceAI pod launcher when a technician opens a ticket inside their PSA. Each button sends a context-anchored prompt to ServiceAI's AI Chat using the current ticket as context, so a tech can summarize a ticket, draft alternative responses, or pull similar tickets — without leaving the PSA. Pod Quick Actions are configurable per-tenant and apply across every supported PSA pod (HaloPSA, ConnectWise, Autotask, Zendesk).

This article covers how Pod Quick Actions appear in the pod, how to add and edit them, and recommended starting prompts for common workflows.

• Where Pod Quick Actions Appear
• Configuring Pod Quick Actions
• Writing Effective Prompts
• Default Prompts and Resetting
• Example Pod Quick Actions

Where Pod Quick Actions Appear

When a technician opens a ticket in a supported PSA and the ServiceAI pod loads, the pod's launcher view shows:

• The AI ticket summary at the top
• The Related blade (related tickets and KB articles)
• A horizontal strip of Pod Quick Actions pills underneath

Clicking any Pod Quick Action pill opens an AI Chat conversation in the pod, with the action's prompt sent as the first message and the current ticket already injected as context. The tech can then continue the conversation, refine the question, or jump back to the launcher to try a different action.

Pod Quick Actions are visible to every technician who can see the pod. Authoring is restricted to admins.

Configuring Pod Quick Actions

1. Log in to ServiceAI and navigate to Settings > AI Behavior > Pod Quick Actions
2. Use the grid to manage your actions:
   • Click Add in the top right to create a new action
   • Use the row icon buttons to Edit or Delete an existing action
   • Drag and drop rows to change the display order in the pod (the topmost row is the leftmost pill)
3. For each action, set:
   • Label — the short text shown on the pill (kept brief so multiple pills fit on one row)
   • Prompt — the message AI Chat receives when the pill is clicked. The current ticket is appended to your prompt automatically; you do not need to reference ticket fields explicitly
4. Click Save Changes to apply the configuration

Changes take effect the next time a technician opens a pod or refreshes an existing pod view.

Writing Effective Prompts

Pod Quick Action prompts work best when they are specific about the desired output. Some guidelines:

• State the deliverable. "Draft a customer-facing response that acknowledges the issue and outlines next steps." works better than "Help me with this ticket"
• Be specific about tone. "Draft three professional, empathetic response variations." gives the AI a clear target
• Reference structure. "Summarize the ticket in three bullet points: what happened, what's been tried, and what to try next."
• Lean on the agentic tools. Prompts that benefit from KB lookups or similar-ticket search ("Find similar past tickets and summarize how they were resolved") will leverage the full AI Chat toolset

You do not need to mention the ticket number, subject, or any other ticket field in the prompt. The pod automatically anchors each action to the open ticket.

Default Prompts and Resetting

Each tenant ships with a default set of Pod Quick Actions covering the most common workflows (summarize, draft response, suggest next step, find similar tickets). Click Reset to Defaults at the top of the Pod Quick Actions page to discard your customizations and restore the built-in set. The reset takes effect immediately.

If you want to start from the defaults and modify a single action, click Reset to Defaults first, then edit individual rows.

Example Pod Quick Actions

Here are a few starting points teams have found useful:

• Summarize this ticket — "Provide a concise three-sentence summary of this ticket for a technician who is picking it up cold. Cover the user's request, what has been tried, and what to do next."
• Draft response variations — "Draft 2–3 alternative customer-facing response variations for this ticket. Each should be 2–4 sentences and adjust the tone (formal, casual, concise)."
• Find similar tickets — "Search for similar past tickets and summarize how they were resolved. Include direct ticket links."
• Diagnose next step — "Based on the ticket description and our KB, what should the technician try first? Cite any KB articles you reference."
• Check policy — "Are there any tenant rules or KB policies that apply to this ticket? Summarize what to do or avoid."

You can use these as-is or treat them as starting points and customize the labels and prompts to match your team's terminology.