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Platform 19 Release 🏭

When will I receive Platform Release 19?

⬆️ Your Pia aiDesk tenant will be updated by end of August 2025.
No need to keep refreshing your Pia tenant! You will get an email with the Release Notes when you receive the latest version.

What's New 🌟​

Major New Features/Release Items​

AI & Triage Updates​

  • New Dispatch condition for AI Ticket Sentiment Analysis
  • Updated Triage Ingestion Settings for finer control

SmartForms Updates​

  • Easily manage SmartForms permissions with the new PSA contact sync feature

Platform Updates​

  • Simplified setup of custom MS Graph API Delegate Consents
  • Pia Config Watcher: 5 new/updated health checks
  • New Activity: Send SMS

🌟 AI & Triage Updates​

New Dispatch conditions for AI Ticket Sentiment Analysis​

In the Service Desk environment, it’s not just the nature of the request that matters — how the user feels can significantly impact the urgency and priority of their issue. Two tickets with identical requests may vary in sentiment due to differences in client satisfaction, urgency, or priority level.

To help address this nuance, Pia has introduced a new dispatch condition in the AI Triage Dispatch screen. These allow sentiment to be defined as positive, neutral, or negative, adding an emotional layer to ticket categorization.

Using a dispatch rule, you can incorporate sentiment analysis into your AI Triage dispatch process — ensuring tickets are handled with greater empathy and contextual awareness.(#25123)

For more information about this feature, click here.

Updated Triage Ingestion Settings for finer control​

The following settings are helpful for some Partners who have workflows or triage processes outside of Pia, which may conflict with Pia Triage.

  • Ticket Event Actions to Initiate Triage: You can now select the actions that will trigger Pia to initiate Triage on the ticket. These settings will help you prevent conflicts by modifying Triage to only listen for only created or updated events (by defaults it listens to both).

  • Delay Triage on Ticket Event: Set the wait time for Pia before triaging a ticket with this option by extending the delay before Pia Triage kicks in to process ticket events. (#26227)

For more information on the Triage Ticket Ingestion feature, click here.

🌟 SmartForms Updates​

Easily manage SmartForms permissions with the new PSA contact sync feature​

Setting up SmartForms manually can be a time-consuming and repetitive task, especially when you're required to add each user individually. With the introduction of the SmartForms: PSA Contact Sync Feature, this process becomes significantly more efficient.

You can now automatically onboard users into your chosen custom client roles or global roles in bulk. This streamlined approach eliminates the need for manual entry, allowing you to assign users quickly and consistently—saving time and ensuring a smoother setup experience. (#23802)

For more information on this feature, click here.

🌟 Platform Updates​

Simplified setup of custom MS Graph API Delegate Consents​

Pia requires a set of MS Graph API Delegate permissions to execute some of its automations. These permissions can be found in the Clients screen> Delegate page. However, for our Partners who are creating their own custom automations, you may want to assign more permissions to Pia to support your custom automations.

So, to enable Pia to do more on your behalf, we now allow you to select from a wider range of common scopes that you wish to include into your MS Graph API Delegate consent! (#25661)

For more information on this feature, click here.

Pia Config Watcher: 5 new/updated health checks​

We have updated the existing health rules and introduced additional ones in our Config Watcher to further enhance issue detection and notification capabilities. The changes are listed below:

Changes to System Alerts

  • The two system alerts — 'Pia can talk to your ticketing system (Ticketing System API is Configured)' and 'Pia is receiving events from your ticketing system' has now been consolidated into a single alert called 'Pia can talk to your ticketing system'.
  • The 'SmartForms ticket defaults are valid' alert has been renamed as 'SmartForms configuration is valid'. In addition to existing checks, this alert now also checks if the SmartForms Users Sync is working correctly.
  • The 'Triage Mapping Sets are valid' alert has been renamed to 'Triage configuration is valid and no errors are detected'. In addition to existing checks, this alert now also checks for Dispatch Configuration, Stamping Configuration and General Triage Health Checks.

Changes to Client Alerts

  • A new client alert has been added called 'SmartForms users sync is working correctly'. This alert will check issues such as — SmartForms user sync is failing or if the contact types currently selected in sync settings are no longer valid. (#25367)

New Send SMS Activity​

Use the new Send SMS (send_sms) activity in your custom automations to send text messages to the specified user during or after automation execution. (#26619)

For more information on this activity, click here.

🌟Further Enhancements​

  • The Package Editor now has updated with 2 new variables that you can use in your custom automations. These variables are:
    • Timezone Name
    • Timezone Offset (#26728)
  • The Adoption Report has been updated to improve performance to allow adoption metrics to load faster and the report has been fine tuned to only display automations started by engineer, AI Autostart or SmartForms. (#28257) (#28196)
  • The custom Integration Fields created within the Integration screen now allows entry of all characters in addition to alphabets and numerics. (#28447)

🐛 Bug Fixes​

  • Resolved an issue where Scheduled Child Packages were failing to create audit notes in the ticketing system. (#27421)
  • Fixed an issue with the 'get_approval' activity where the wrong chatbot message was being displayed when the activity failed to send an email due to missing email subject. (#28214)
  • Fixed an edge case scenario in AutoTask where Pia Chrome Extension was redirecting to the Partner Portal landing page instead of the Chatbot. (#28377)
  • Updated the AutoTask Chrome Extension to prevent multiple instances of the Pia extension. (#28130)

🔍 Early Adopters Feature Update​

Announcement! 📢

Below are the features that are leaving the Early Adoptor Only List and will now be generally available to use for all Partner.

FeatureDescription
👐 SmartForms: CloudRadial IntegrationAbility to embed SmartForms into the CloudRadial portal
🤖 New AI & Triage ExperienceEnhanced triage interface for smoother ticket handling including the new dispatch sets and AI Autostart feature

These features are currently available under our Early Adopters Program (EAP), allowing select partners to gain early access and provide valuable feedback. As we continue refining and enhancing these features, we expect to roll them out globally once development is complete. Stay tuned for updates as we bring these powerful tools to all users in the near future!

Feature NameDescription
💻 Microsoft Partner PortalPerform the Microsoft Graph API "Authorisation" process for faster onboarding

What's coming next! 🌟​

Platform 19 has rolled out as planned. We're continuing to add additional features in Automation Hub, thus continuing its development until Platform 20.

But for now, here's a sneakpeak into Platform 20.

Stay Connected with us at Pia! ⚡

Your feedback matters to us! 💜 🛠️ We're here to address any issues or suggestions you have, just drop us a line at

partner-support@pia.ai for assistance.

#💡Got ideas to enhance our platform? Share them at ideas.pia.ai and shape the future of Pia aiDesk!
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