IT and Business Insights for SMB Solution Providers

Pia Rolls Out New Feature, Revamps Partner Portal

Pia, the automated ticket resolution solutions provider, has introduced a new feature called Extension Automations, which allows MSPs to modify aiDesk’s automation packages for unique circumstances that are not part of the workflow. By adding an “extension point,” an MSP can create an automation and incorporate it into the automation package’s workflow instead of creating the entire workflow from scratch, according to the company. 

“We strive to provide maximum flexibility to our customers, empowering them to make adjustments and modifications as necessary,” said Christian Paceco, founder and CEO of Pia, in a press statement. “By listening closely to them and adapting our solutions to meet their unique requirements, we can help them stay agile and responsive in a constantly evolving business environment. Extension Automations is a direct result of listening to our customers' needs.” 

Pia also revamped its partner portal with a new user interface for improved functionality and ease of navigation; launched Pia Ideas, a platform that allows MSPs to submit feature requests and ideas, and vote on those submitted by others; and made several enhancements to its platform, including: 

  • Turn on/off Ticket Notes Auditing. Partners can now disable audit logs as ticket notes in their ticketing system, giving them more control over your data.  
  • Edit Scheduled Packages Service. Technicians can easily change the schedule on scheduled packages without canceling and recreating them, saving time and effort.  
  • Improved Chatbox Experience. Engineers get a new "Submit Feedback" access level, and users enjoy a better "Fetching Data" loading message for a seamless chat experience. 
  • Adoption Reporting Enhancements. Clearer usage statistics, customizable columns in Pia Tickets and "Requires Investigation" tables, and new tiles for tracking package runs and serviceable tickets. 

Pia’s product team also fixed issues with Chrome Extension Tabular View, Live package status updates, and improved the user experience in Chat Activity Log. 

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