AI-Powered Service Desk: From Ticket to Resolution

Join Michele Petretta, Principal Technical Account Manager at Kaseya, to discover how Kaseya Intelligence brings AI directly to the service desk within Autotask. Kaseya Intelligence isn't a new product or a separate tool, it's the intelligence layer already built into the platform, and this webinar shows exactly what that means for your service desk.

In this webinar, we'll show how Digital Specialists on Autotask and Smart Ticket Triage can help reduce manual work, get tickets to the right team member faster, and increase service desk efficiency.

Using practical examples, we'll look at how AI can support the full ticket lifecycle: from analyzing, categorizing, and routing incoming tickets to summarizing ticket information, supporting technicians, and capturing resolutions.

What you'll learn:

• How Kaseya Intelligence fits into Autotask. It is not a separate product. It is the intelligence layer already in the platform, and this session shows what that means for your team.
• How Smart Ticket Triage works. See incoming tickets analysed, categorised, prioritised and routed without your team touching them.
• How AI supports technicians mid-ticket. From Smart Ticket Summaries to the Smart Writing Assistant, see what that support looks like at every stage.
• How Digital Specialists handle repeatable work. See them take on defined tasks so your team can focus on what needs a human.‍

Why attend:

• Watch Smart Ticket Triage route tickets to the right person automatically
• Learn how to reduce manual categorization and ticket handling on your team
• Understand how Digital Specialists and Smart Summaries support technicians through the full ticket lifecycle

After this session, you'll have a clear picture of what's possible with AI in Autotask and how to use the service desk that triages itself to make your service desk smarter and more efficient.