What's New in ServiceAI: Smarter Orion, Sharper Triage, and More Control
We've shipped three rounds of updates to ServiceAI over the last several weeks. This webinar is your chance to see what changed, why it matters, and how to put it to work.
THURSDAY, APRIL 23 AT 11:00AM CST
Join Ricky Cecchini for a live walkthrough of the latest ServiceAI updates.
He's covering a major AI Assistant (Orion) overhaul, new Triage precision controls, and a set of operational improvements that give your team more flexibility day to day.
Ricky will walk through everything live, including:
A rebuilt Orion Assistant
Orion no longer answers based on what screen you're on. Now powered by OpenAI's GPT-5.3 Codex, Orion finds the right data based on what you're actually asking — pulling from your ServiceAI data and the web. Ask it which problem has occurred most frequently this week and it will look through your tickets and answer. Ricky will show you what that looks like in practice, and introduce Orion Custom Slash Commands — reusable prompts your team can invoke with a single /command.
Triage controls that give you more precision
You can now exclude tickets from triage by source, so tickets that don't need AI processing don't consume your monthly slots. We'll also walk through spam detection improvements, PSA-native field labels, the one-click "View in Help Desk" shortcut from triage results, and the new Triage Diagnostics blade for troubleshooting webhook configuration.
Operational improvements across the platform
Set a personal default time range so your filtered views open exactly where you want them. Manually delete or restore tickets, agents, and companies without waiting on a sync. Enforce SSO at the tenant level and disable password login entirely. Enable automatic nightly article sync for ConnectWise, Hudu, and IT Glue so your knowledge base stays current without manual intervention. These are the kinds of changes that reduce daily friction — and Ricky will cover them all.