Kaseya Intelligence frequently asked questions

This section contains frequently asked questions about using Kaseya Intelligence in Autotask. For more detailed information about the licensing, AI usage, infrastructure, and security regarding Kaseya Intelligence, refer to Kaseya Intelligence FAQs .

What is Kaseya Intelligence and what does it do?

  • Kaseya Intelligence is an AI-assistant built into Autotask PSA that helps with ticket summarization, note-refinement, resolution documentation and ticket triage to boost help-desk productivity.

What features are included in Kaseya Intelligence?

  • It includes functions such as Smart Ticket Summary (summarizing ticket threads), Smart Writing Assistant (refining technician notes), and Smart Resolution Summary (automatically generating step-by-step resolution notes) among others.

Which user roles can use Kaseya Intelligence?

  • Administrators must enable the feature; then technicians (or users on relevant roles) can access the UI elements (e.g., Generate Summary, Enhance Note) in the ticket interface.

Is Kaseya Intelligence available in all regions and languages?

  • Yes, it supports multiple languages across its features, and region-availability may vary; some regions might require opt-in or additional configuration.

How do I enable or disable Kaseya Intelligence in Autotask PSA?

  • Navigate to Left Navigation Menu > Admin > Admin Categories > Automation > Kaseya Intelligence and toggle the features you want (Smart Ticket Summary, Smart Writing Assistant, etc.). Refer to Smart Summaries.

What should I be aware of when using AI-generated content?

  • Generated notes or summaries should be reviewed for accuracy, as AI output may contain errors. Also, be aware that input data will be processed through the AI model provider.

Can Kaseya Intelligence automatically assign tickets or perform full automation?

  • Currently it supports summarization, writing assistance and triage (suggesting categorization or related tickets).

Does Kaseya Intelligence build a knowledge-base or resolution library?

  • Yes — by generating consistent resolution summaries and notes, it helps build a repository of solutions that can be referenced in future issues.

Are there extra licensing or edition requirements to use Kaseya Intelligence?

  • Yes — Kaseya Intelligence features are available with an Autotask Ultimate subscription.

What permissions and roles are required to enable Kaseya Intelligence?

  • You must have a security level with Admin Feature Access to Kaseya Intelligence. Administrators can enable it under Admin → Automation → Kaseya Intelligence.

Where in Autotask do I activate Kaseya Intelligence?

  • Go to Admin → Automation → Kaseya Intelligence → Kaseya Intelligence Settings.

Is Kaseya Intelligence included with all Autotask licenses?

  • No. It is included with the Ultimate edition or equivalent bundles.

How do I enable or disable specific features?

  • In Kaseya Intelligence settings, use the checkboxes to enable or disable individual features.

How does Smart Ticket Summary determine what to include?

  • It analyzes description, ticket notes, time entries, issue type, sub-issue type, and impacted devices.

What fields should be populated for best results?

  • Ensure Issue Type, Sub-Issue Type, device impact, and clear descriptions or notes are entered.

Can the Smart Writing Assistant be used on any note or time entry?

  • Yes. The Kaseya Intelligence icon appears in the toolbar when editing notes or time entries.

What languages are supported?

  • Kaseya Intelligence supports multiple languages including English, French, German, Italian, Dutch, Spanish, Portuguese, Swedish, Finnish, Norwegian, and Danish.

What historical data is used?

  • Summary features rely on available historical ticket content, though no specific look-back window is documented.

What fields can Ticket Triage suggest?

  • It may suggest Issue Type, Sub-Issue Type, impacted devices, or similar classification fields.

Are there restrictions on which tickets can use suggestions?

  • Features only appear when the ticket category supports the related fields and when enough data exists.

How can I track changes made by Kaseya Intelligence?

  • Generated content includes a “Written with assistance from Kaseya Intelligence” caption but no dedicated AI audit log exists.

What happens to generated content if Kaseya Intelligence is disabled?

  • All previously generated summaries or notes remain in the ticket.

Are there data privacy considerations?

  • Yes. Enabling Kaseya Intelligence means ticket data may be processed by third‑party AI providers. Avoid including unnecessary sensitive data.

Is any upgrade required?

  • Kaseya Intelligence is available with the Ultimate edition. Lower-tier plans will require an upgrade.