Pia
Last Updated on: Dec 21, 2025
Pia
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What is Pia?
Pia is an AI-powered automation platform built specifically for MSP IT help desks, designed to slash ticket resolution times and supercharge technician productivity. Pia aiDesk uses AI-driven triage to automatically categorize and route tickets, while SmartForms enable clients to self-trigger zero-touch automations that resolve routine requests before they hit the queue. With over 60 ready-to-use automations and deep PSA integrations, Pia helps teams automate Tier 1 and Tier 2 tasks, break past traditional endpoint-to-tech ratios, and manage up to 500 endpoints per technician without extra hires. MSPs worldwide rely on Pia to reduce ticket backlogs, improve SLAs, and scale operations with an AI-led digital workforce.
Who can use Pia & how?
  • Managed Service Providers (MSPs): Automate repetitive service requests and scale help desk operations efficiently.
  • IT Service Desk Teams: Reduce manual ticket handling and focus on complex troubleshooting.
  • MSP Owners & Leaders: Improve SLAs, margins, and endpoint-to-technician ratios without new hires.
  • Technical Engineers & Technicians: Offload routine tasks to AI and custom PowerShell automations.
  • Operations & Service Managers: Gain visibility into performance while standardizing processes across clients.

How to Use Pia?
  • Connect Your PSA & Tools: Integrate Pia aiDesk with your existing PSA and daily MSP stack for a unified workflow.
  • Enable AI Ticket Triage: Turn on AI-driven categorization and routing to automate initial ticket handling.
  • Deploy SmartForms & Automations: Use SmartForms and 60+ pre-built automations to resolve common requests instantly.
  • Build Custom Workflows: Create tailored automations with PowerShell to handle complex or client-specific tasks.
What's so unique or special about Pia?
  • AI-Driven Ticket Triage: Automatically classifies and routes tickets to the right queues and technicians.
  • Zero-Touch SmartForms: Lets clients self-trigger resolutions without technician involvement.
  • 60+ Pre-Built Automations: Covers common IT help desk tasks out of the box for fast time-to-value.
  • Custom PowerShell Automations: Enables advanced, bespoke workflows without hiring automation engineers.
  • MSP-First Design: Purpose-built for MSPs to boost device-to-technician ratios and operational scalability.
Things We Like
  • Delivers dramatic reductions in ticket resolution time for MSP help desks.
  • SmartForms and pre-built automations handle a large share of Tier 1 and Tier 2 requests.
  • Deep PSA integration keeps existing ticketing as the single source of truth.
  • Custom PowerShell support allows near-limitless workflow automation.
Things We Don't Like
  • Best results depend on thoughtful initial configuration and automation design.
  • Focused mainly on MSP environments, less suited to non-MSP IT teams.
  • Advanced usage may require PowerShell skills within the team.
  • Some newer features like expanded triage capabilities are still evolving.
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Custom

Pricing information is not directly provided.

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Popular Mention

FAQs

Pia aiDesk is an AI-led help desk automation platform for MSPs that triages, routes, and resolves common service tickets automatically.
It uses AI-driven triage and zero-touch automations to handle routine requests, cutting resolution from hours to minutes.
No, Pia integrates with your existing PSA and delivers automation directly into your current ticketing setup.
Yes, you can create custom workflows using PowerShell in addition to 60+ pre-built automations.
Pia automates a wide range of Tier 1 and Tier 2 service requests, covering up to 60% of service tickets for many MSPs.

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