A new Teams-native chat workflow from Pia shrinks MSP ticket queues by automating the repetitive requests that dominate service desks.
Pia’s newest Pia Chat offering brings AI Resolution Assist, SmartForms and live-tech handoff into Microsoft Teams to help partners automate high-volume requests without losing the human touch.
Pia CEO David Schwartz said the tool captures context up front, resolves some issues in seconds and escalates the rest to technicians with the details already attached.
And for Tampa, Fla.-based Pia, which is on CRN’s 2026 AI 100 list, consolidating all processes, from intake to resolution, in one familiar interface improves the experience for MSPs and end customers.
“If you think about how people actually work, they’re already living in Teams messaging, jumping on calls, collaborating,” Schwartz told CRN in an exclusive interview. “So instead of saying, ‘Go learn a new portal,’ we wanted to meet them where they are.”
Inside Teams, the assistant collects details, routes users to the right SmartForm and can trigger “zero-touch” resolution. That closes some tickets in seconds and escalates complex requests to a tech.
Early users have reported lower ticket volume and faster resolution times, according to the CEO, with techs spending less time searching for information.
“I’m fired up about this because it tackles the part that bogs teams down, communication drag,” Donald McArthur, chief AI officer at Grand Rapids, Mich.-based Real IT Solutions, told CRN in a statement. “If Pia Chat keeps clients in the loop and helps resolve repeat follow-ups, we’ll spend less time hand-holding and more time getting ahead of problems before they become emergencies.”
When a message comes in, the system checks whether it belongs to an existing ticket or creates a new one, then collects the most important details through a short set of prompts.
“The balance is really important,” Schwartz said. “You need enough information to actually solve the problem, but you don’t want to tax the user with 15 questions. We’ve been deliberate about asking just the right amount to understand the request and move forward with confidence.”
“When something does get escalated, the technician isn’t starting from scratch,” he added. “They already have the details, the context and often some initial triage completed.”
The goal, he said, is to reduce unnecessary work, not replace the MSP’s relationship-driven support model.
“We’re at a really interesting point in the world of AI and automation,” he said. “Technology is evolving really fast, but we’re also seeing vendor fatigue again. Companies went from wanting one platform to do everything, to adopting a lot of tools and now they’re starting to pull back.”
Instead, he said MSPs should focus on practical, incremental adoption that delivers immediate value.
“You need solutions that can be rolled out in stages, not something that forces a massive transformation on day one,” he said. “The technology has to grow with your team and the way they actually work.
“You can’t go run a marathon tomorrow,” he added. “Start with a mile, build momentum and grow from there.”
