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White2024-05-08https://blog.cloudradial.com/ai-is-reshaping-the-msp-service-deskhttps://info.cloudradial.com/hubfs/2025%20Version%20A%20Quick%20Look%20at%20ServiceAIs%20Triage%20Feature.mp4/medium.jpgA Quick Look at ServiceAI's Triage FeatureUnlock the power of AI-driven ticket management with CloudRadial's Service AI triage feature. In this video, Ricky Cecchini, VP of Product, provides a quick and insightful demo of how this innovative tool can streamline your service desk operations. Key highlights covered in this video include: - Getting Started with Triage: Learn how to activate the Triage Beta option for ConnectWise and Autotask, ensuring you have the necessary permissions for ticket data management. - Testing and Live Modes: Understand the importance of running the feature in testing mode before going live, allowing for adjustments without impacting actual tickets. - Customizable Routing Rules: Discover how to create plain-text rules to automatically route tickets, categorize issues, and assign them to specific technicians based on ticket nature. - Spam Management and Ticket Fields: See how Service AI detects spam and allows you to define which ticket fields can be updated for better reporting. - Priority Alerts: Learn how to set priority keywords, ensuring urgent tickets receive the attention they deserve. - Real-Time Demonstration: Watch as Ricky creates a sample ticket and demonstrates how the triage feature processes it, showcasing its efficiency and customization options. By implementing Service AI, you can enhance your service delivery, reduce operational overhead, and improve client satisfaction. This video is a must-watch for Managed Service Providers looking to leverage AI for more effective client engagement and support. Join us to see how CloudRadial's Service AI transforms ticket management, making your service desk more responsive and efficient.https://blog.cloudradial.com/hubfs/2025%20Version%20A%20Quick%20Look%20at%20ServiceAIs%20Triage%20Feature.mp4318nonohttps://blog.cloudradial.com/hubfs/cloudradial-icon-csa-final.pngcloudradial-icon-csa-finalcloudradial-icon-csa-finalhttps://blog.cloudradial.com/hubfs/ai-triage-sorted-vs-briefed@2x.pngai-triage-sorted-vs-briefed@2xai-triage-sorted-vs-briefed@2xhttps://blog.cloudradial.com/hubfs/ChatAI%20+%20ServiceAI%20Icon.jpgChatAI + ServiceAI IconChatAI + ServiceAI Iconhttps://blog.cloudradial.com/hubfs/Image%201%20%C2%B7%20Three%20lanes%20(800%C3%97600)@2x.pngImage 1 · Three lanes (800×600)@2xImage 1 · Three lanes (800×600)@2xhttps://blog.cloudradial.com/hubfs/produit-265.pngproduit-265produit-265https://blog.cloudradial.com/hubfs/CloudRadial%20Logo%20White.pngCloudRadial Logo WhiteCloudRadial Logo Whitehttps://blog.cloudradial.com/hubfs/Ricky%20Blog%20Header.jpgRicky Blog HeaderRicky Blog Headerhttps://blog.cloudradial.com/hubfs/CloudRadial%202023%20Favicon.pngCloudRadial 2023 FaviconCloudRadial 2023 Faviconhttps://blog.cloudradial.com/hubfs/Image%201%20The%20same%20answer%2c%20before%20and%20after%20(800x600)@2x.pngImage 1 The same answer, before and after (800x600)@2xImage 1 The same answer, before and after (800x600)@2xhttps://blog.cloudradial.com/hubfs/Ticketing%20Triage%20Blog.jpgTicketing Triage BlogTicketing Triage Blog2026-01-30https://blog.cloudradial.com/the-silent-churn-risk-what-enterprise-msps-miss-until-its-too-latehttps://info.cloudradial.com/hubfs/Client%20Experience%20at%20Scale_%20Using%20the%20UCP%20to%20Retain%20Clients.mp4/medium.jpgClient Experience at Scale_ Using the UCP to Retain ClientsHow do enterprise MSPs retain more clients without adding headcount? In this demo, CloudRadial VP of Product Ricky Cecchini shows how the Unified Client Portal (UCP) transforms client relationships from transactional to sticky — reducing churn by making your MSP genuinely hard to leave. You'll see how to build a client experience that goes far beyond ticketing: from branded application launchers and centralized knowledge bases to compliance dashboards, account planners, and automations that resolve requests before a technician ever touches them. --- WHAT YOU'LL LEARN IN THIS VIDEO → Why ticketing alone won't retain clients — and what to do instead → How to build a habit loop that keeps end users coming back to your portal daily → The compliance and policy tools that make your work visible and defensible → How the Account Planner turns QBR data into a shared, collaborative roadmap → How automations and ServiceAI reduce ticket volume without additional headcount → Deployment options (web, desktop, Microsoft Teams) that drive adoption at scale --- CHAPTERS 0:00 – Introduction & homepage overview 0:33 – Building stickiness: application launcher for end users 1:32 – Knowledge base: centralizing documentation across tools (Hudoo integration) 2:56 – Built-in LMS: 40+ free training courses for clients 3:53 – Why tickets shouldn't be the center of your client experience 4:52 – Ticketing forms: capturing the right data upfront via PSA connection 6:38 – Client-facing ticket views and the approval workflow 8:35 – Shifting focus to key points of contact (office managers, IT managers) 9:49 – Compliance policies: turning RMM data into actionable client conversations 12:04 – Report archives: no more lost documents or PDF email chains 13:53 – Assessments: collaborative reviews and onboarding questionnaires 15:36 – Account Planner: forward-looking roadmaps organized by quarter 17:44 – Scaling across your entire client base with global visibility 18:57 – Automations: provisioning, webhooks, and RPA triggers from client forms 21:00 – Deployment options: web app, desktop app, Microsoft Teams 21:56 – ServiceAI: triage and resolution suggestions before a technician responds 22:31 – ChatAI and Storefront: meeting clients where they are --- WHO THIS IS FOR MSP owners and operations leaders managing 50+ clients who want to reduce churn, improve QBR efficiency, and scale client success without scaling headcount. --- RESOURCES 📅 Book a demo: cloudradial.com/demo 🌐 Learn more about UCP: cloudradial.com/unifiedclientportal --- ABOUT CLOUDRADIAL CloudRadial builds the AI-powered service delivery and client success platform for Managed Service Providers. The Unified Client Portal (UCP) is the hub — connecting ticketing, knowledge base, training, compliance reporting, account planning, automations, and storefront into a single branded experience for your clients. Compatible PSAs: ConnectWise, Autotask, Halo PSA, Kaseya BMS, Syncro, Zendesk --- #MSP #ManagedServices #ClientRetention #MSPClientPortal #CloudRadial #MSPTools #ServiceDesk #QBR #ITOperations #MicrosoftTeams #MSPGrowth #ClientExperience #UCP #ServiceAI #MSPSoftwarehttps://blog.cloudradial.com/hubfs/Client%20Experience%20at%20Scale_%20Using%20the%20UCP%20to%20Retain%20Clients.mp41483nonohttps://blog.cloudradial.com/hubfs/CloudRadial%202023%20Favicon.pngCloudRadial 2023 FaviconCloudRadial 2023 Faviconhttps://blog.cloudradial.com/hubfs/produit-265.pngproduit-265produit-265https://blog.cloudradial.com/hubfs/storefront.pngstorefrontstorefronthttps://blog.cloudradial.com/hubfs/CloudRadial%20Logo%20White.pngCloudRadial Logo WhiteCloudRadial Logo Whitehttps://blog.cloudradial.com/hubfs/ChatAI%20+%20ServiceAI%20Icon.jpgChatAI + ServiceAI IconChatAI + ServiceAI Iconhttps://blog.cloudradial.com/hubfs/Image%201%20The%20same%20answer%2c%20before%20and%20after%20(800x600)@2x.pngImage 1 The same 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In this video, Ricky Cecchini, VP of Product, provides a quick and insightful demo of how this innovative tool can streamline your service desk operations. Key highlights covered in this video include: - Getting Started with Triage: Learn how to activate the Triage Beta option for ConnectWise and Autotask, ensuring you have the necessary permissions for ticket data management. - Testing and Live Modes: Understand the importance of running the feature in testing mode before going live, allowing for adjustments without impacting actual tickets. - Customizable Routing Rules: Discover how to create plain-text rules to automatically route tickets, categorize issues, and assign them to specific technicians based on ticket nature. - Spam Management and Ticket Fields: See how Service AI detects spam and allows you to define which ticket fields can be updated for better reporting. - Priority Alerts: Learn how to set priority keywords, ensuring urgent tickets receive the attention they deserve. - Real-Time Demonstration: Watch as Ricky creates a sample ticket and demonstrates how the triage feature processes it, showcasing its efficiency and customization options. By implementing Service AI, you can enhance your service delivery, reduce operational overhead, and improve client satisfaction. This video is a must-watch for Managed Service Providers looking to leverage AI for more effective client engagement and support. Join us to see how CloudRadial's Service AI transforms ticket management, making your service desk more responsive and efficient.https://blog.cloudradial.com/hubfs/2025%20Version%20A%20Quick%20Look%20at%20ServiceAIs%20Triage%20Feature.mp4318nonohttps://blog.cloudradial.com/hubfs/produit-265.pngproduit-265produit-265https://blog.cloudradial.com/hubfs/Beyond%20Chatbot.pngBeyond ChatbotBeyond Chatbothttps://blog.cloudradial.com/hubfs/ChatAI%20+%20ServiceAI%20Icon.jpgChatAI + ServiceAI IconChatAI + ServiceAI Iconhttps://blog.cloudradial.com/hubfs/CloudRadial%202023%20Favicon.pngCloudRadial 2023 FaviconCloudRadial 2023 Faviconhttps://blog.cloudradial.com/hubfs/Image%201%20The%20same%20answer%2c%20before%20and%20after%20(800x600)@2x.pngImage 1 The same answer, before and after (800x600)@2xImage 1 The same answer, before and after (800x600)@2xhttps://blog.cloudradial.com/hubfs/Image%201%20%C2%B7%20Three%20lanes%20(800%C3%97600)@2x.pngImage 1 · Three lanes (800×600)@2xImage 1 · Three lanes 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(800x600)@2xhttps://blog.cloudradial.com/hubfs/produit-265.pngproduit-265produit-2652023-12-19https://blog.cloudradial.com/build-or-buy-ai-the-msp-decision-that-could-define-your-next-five-yearshttps://info.cloudradial.com/hubfs/Build%20or%20Buy%20AI%3F%20The%20MSP%20Decision%20That%20Could%20Define%20Your%20Next%205%20Years%20%5BWebinar%5D.mp4/medium.jpgBuild or Buy AI? The MSP Decision That Could Define Your Next 5 Years [Webinar]Should your MSP build its own AI tools, or buy an existing AI service delivery layer? In this session, CloudRadial VP of Product Ricky Cecchini breaks down the real cost of building AI tools in-house, using a real MSP scenario to walk through the decision most MSPs are quietly facing right now. This isn't a demo. It's an honest look at what building with AI actually costs an MSP over time, including maintenance, compliance, and the risks of putting client data into AI models. What you'll learn: Why the initial cost of building an AI tool is only the tip of the iceberg, and what's hiding underneath (model deprecation, prompt drift, ongoing QA) How scope creep turns a simple internal tool into a permanent maintenance commitment The compliance risks MSPs face once a tool touches client data, including HIPAA, SOC 2, and data residency requirements A simple 3-question framework to decide whether to build or buy: Is your value unique? Can you maintain it forever? Do you have a plan for security and compliance? Why "build what's uniquely yours, buy what's table stakes" is the rule most profitable software companies already follow How to weigh the 5-year cost of a build decision, not just the cost to ship it Who this is for: MSP owners, technical leads, and automation engineers evaluating whether to build internal AI tooling or adopt an existing platform for client-facing service delivery.https://blog.cloudradial.com/hubfs/Build%20or%20Buy%20AI%3F%20The%20MSP%20Decision%20That%20Could%20Define%20Your%20Next%205%20Years%20%5BWebinar%5D.mp43266nonoAIComplianceMSPDecisionAIServiceDeliveryBuildingAIBuildOrBuyAIhttps://blog.cloudradial.com/hubfs/Build-or-Buy-AI-Infographic.jpgBuild-or-Buy-AI-InfographicBuild-or-Buy-AI-Infographichttps://blog.cloudradial.com/hubfs/CloudRadial%20Logo%20White.pngCloudRadial Logo WhiteCloudRadial Logo Whitehttps://blog.cloudradial.com/hubfs/CloudRadial%202023%20Favicon.pngCloudRadial 2023 FaviconCloudRadial 2023 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In this video, Ricky Cecchini, VP of Product, provides a quick and insightful demo of how this innovative tool can streamline your service desk operations. Key highlights covered in this video include: - Getting Started with Triage: Learn how to activate the Triage Beta option for ConnectWise and Autotask, ensuring you have the necessary permissions for ticket data management. - Testing and Live Modes: Understand the importance of running the feature in testing mode before going live, allowing for adjustments without impacting actual tickets. - Customizable Routing Rules: Discover how to create plain-text rules to automatically route tickets, categorize issues, and assign them to specific technicians based on ticket nature. - Spam Management and Ticket Fields: See how Service AI detects spam and allows you to define which ticket fields can be updated for better reporting. - Priority Alerts: Learn how to set priority keywords, ensuring urgent tickets receive the attention they deserve. - Real-Time Demonstration: Watch as Ricky creates a sample ticket and demonstrates how the triage feature processes it, showcasing its efficiency and customization options. By implementing Service AI, you can enhance your service delivery, reduce operational overhead, and improve client satisfaction. This video is a must-watch for Managed Service Providers looking to leverage AI for more effective client engagement and support. Join us to see how CloudRadial's Service AI transforms ticket management, making your service desk more responsive and efficient.https://blog.cloudradial.com/hubfs/2025%20Version%20A%20Quick%20Look%20at%20ServiceAIs%20Triage%20Feature.mp4318nonohttps://blog.cloudradial.com/hubfs/Image%201%20The%20same%20answer%2c%20before%20and%20after%20(800x600)@2x.pngImage 1 The same answer, before and after (800x600)@2xImage 1 The same answer, before and after (800x600)@2xhttps://blog.cloudradial.com/hubfs/ChatAI%20+%20ServiceAI%20Icon.jpgChatAI + ServiceAI IconChatAI + ServiceAI Iconhttps://blog.cloudradial.com/hubfs/cloudradial-icon-chat-final.pngcloudradial-icon-chat-finalcloudradial-icon-chat-finalhttps://blog.cloudradial.com/hubfs/ai-triage-sorted-vs-briefed@2x.pngai-triage-sorted-vs-briefed@2xai-triage-sorted-vs-briefed@2xhttps://blog.cloudradial.com/hubfs/What%20Every%20MSP%20Needs%20to%20Know%20About%20AI.pngWhat Every MSP Needs to Know About AIWhat Every MSP Needs to Know About 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ServiceAI is how you actually deploy it — from the moment a ticket arrives to the insights that make your whole desk smarter over time. What does ServiceAI do? ServiceAI is CloudRadial's AI platform built specifically for Managed Service Providers. It handles every stage of the ticket lifecycle: automated triage on arrival, AI-assisted resolution for technicians, and performance reporting that tells you exactly where your desk is slowing down. Ticket Triage — before a technician touches it The moment a ticket hits your PSA, ServiceAI rewrites vague subject lines, assigns the correct type, board, and priority, catches spam and duplicate tickets automatically, and routes to the right board and technician — all based on rules you configure in plain English and test before going live. AI assistance — once a ticket is in progress ServiceAI becomes a powerful assistant for your technicians: surfacing answers, offering related cases, pulling from your documentation and past resolved tickets, and auto-feeding context the moment a ticket is opened. For ConnectWise and Autotask users, it works directly inside the PSA. Reporting and coaching — across your whole desk Relative Performance Score (RPS) values give you instant visibility into note quality, technician performance, and user sentiment — tracked by tech, by company, and across your entire desk. Drill into technician profiles for data-backed coaching. Pull up company profiles for trend analysis, root cause breakdowns, and AI-generated insights for your next business review. And when you need to go deeper, Orion Assistant lets you ask anything across your ticket data — no pre-built reports required. Who is ServiceAI for? ServiceAI is purpose-built for MSPs running ConnectWise or Autotask who want to deploy AI that's consistent, trainable, and tied directly to real service desk outcomes — not just a chatbot bolted onto your stack. --- 🔗 Learn more: https://www.cloudradial.com/serviceai 🗓️ Schedule a demo: https://www.cloudradial.com/demo --- Chapters 0:00 – Introducing CloudRadial ServiceAI 0:16 – Automated ticket triage 0:35 – Configuring rules in plain English 0:43 – AI assistance for technicians 1:10 – ConnectWise and Autotask integration 1:18 – RPS reporting and technician coaching 1:30 – Company profiles and business review insights 1:39 – Orion Assistant: freehand ticket data queries 1:53 – What AI readiness looks like --- #MSP #ServiceAI #CloudRadial #TicketTriage #ManagedServiceProvider #MSPAI #ConnectWise #Autotask #AIServiceDesk #HelpDesk #ITSupport #MSPAutomation #OrionAssistant #PSAIntegration #MSPGrowth #AIforITOps #TicketManagement 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