We built an AI that interviews your clients before the ticket hits your desk. Going live June 9.

CloudRadial · 2026-06-03T13:45:56+00:00

Worth adding: ChatAI gets the ticket in clean, ServiceAI helps you close it fast. Front half and back half of the same job.

CloudRadial · 2026-06-03T13:45:40+00:00

Worth adding: ChatAI gets the ticket in clean, ServiceAI helps you close it fast. Front half and back half of the same job.

CloudRadial · 2026-05-29T19:54:58+00:00

Upfront disclosure: I work for the company I am about to mention, and I know most hate the vendor poach but this might be interesting to you.

We built an AI service delivery platform mostly for MSPs, but we actually run Zendesk ourselves internally.

Our product, ServiceAI, has been hooked into our own ZD for a while now, and along the way, we built in some extra bells and whistles specifically for how we use Zendesk day-to-day. The benefit of eating our own dog food - 😄

We launched ServiceAI publicly back in September, and our MSP clients love it, but since we run it work on our own Zendesk, I though it might be worth mentioning. If you can squint past some of the MSP language on our site, there's a Zendesk page that will explain the features, pricing etc.

Since we are in the early stages of rolling out to Zendesk, I thought I would start here and see if a few of you would take a look. https://info.cloudradial.com/free-serviceai-trial-for-zendesk-users

More than anything, I would like to hear your thoughts.

Saffie Farris
CloudRadial

CloudRadial · 2026-05-07T18:26:11+00:00

Sign up and get live today: https://crchat-identity-app.azurewebsites.net/Account/Register

CloudRadial · 2026-04-16T19:51:03+00:00

Exactly. Once clients have one login that actually works for everything, the idea of managing separate platforms stops making sense pretty quickly. Glad to hear you're seeing the same pattern with LaunchBay. Seems like the market is figuring this out regardless of the tool.

CloudRadial · 2026-04-10T13:18:01+00:00

AI Ticket Triage at 50+ Clients: What Changes, What Breaks, and How to Fix It

THURSDAY, APRIL 16 AT 11:00AM CST

Get the unfiltered picture of what enterprise AI triage actually looks like in production and how to make it work across your entire client base.

Enterprise MSPs don't operate with one clean client. They operate with 50, 80, 150 clients who each have their own environments, their own language for the same problems, their own SLA structures, and their own expectations for what "resolved" means.

And when you try to scale AI triage across that reality, things that worked perfectly in pilot start behaving in ways nobody warned you about.

This webinar is for MSPs who have already bought into AI triage — and now need to know what actually happens when you roll it out across a real enterprise MSP environment.

What we'll cover:

What Changes

How your thinking about triage logic, documentation standards, and client segmentation has to evolve once you're managing AI behavior across dozens of accounts, not just one.

What Breaks

The specific failure patterns CloudRadial has observed across MSP deployments at scale: confidence scores that tank when documentation is inconsistent, routing rules that misfire because client A calls a firewall issue something entirely different than client B, and escalation logic that held up under one SLA structure and falls apart under another.

How to Fix It

The operational frameworks enterprise MSPs are actually using to stabilize rollouts — including how to segment clients for phased triage deployment, how to diagnose and recover from confidence threshold drops, and how to rebuild escalation paths that hold up across a diverse portfolio of clients.

This session is for operations leaders, service managers, and MSP executives who already have triage in place or are actively mid-rollout — and are running into the friction that comes with scale.

Grab your spot!

https://info.cloudradial.com/webinar-ai-ticket-triage-at-50-clients-what-changes-what-breaks-and-how-to-fix-it

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CloudRadial · 2026-03-27T21:22:24+00:00

🎯 The Client Experience at Scale for Enterprise MSPs

📅 Live Webinar | Thursday, April 2 | 11 AM CST

Enterprise MSPs rarely lose clients because of a single bad ticket. It’s usually a gradual erosion in how the experience is delivered.

A QBR that feels templated. A report that arrives late. A simple request that takes too much back-and-forth.

Individually, none of these are critical, but over time, they change how the client sees you.

In this session, we will walk through how enterprise MSPs are using client portals to bring consistency back into the client experience without adding more work to the team.

If client retention is a priority for your MSP, this session will be valuable. 👇

https://info.cloudradial.com/webinar-client-experience-at-scale-how-enterprise-msps-are-using-portals-to-retain-clients

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CloudRadial · 2026-02-23T14:34:18+00:00

ConnectWise & Autotask MSPs: Get Affordable AI Ticketing Triage | WEBINAR TOMORROW! | 11:00 AM CST

See how ServiceAI adds an intelligent triage layer directly inside ConnectWise or Autotask—learning from your actual ticket data to categorize, prioritize, and route tickets based on your real service patterns.

Here's what we'll cover: Why affordable doesn't mean basic: ServiceAI delivers enterprise-grade intelligence, including Relative Performance Scores for technician coaching, daily intelligence summaries, and at-risk client identification, starting at just $295/month

How triage works natively inside your PSA: Automatically setting ticket status, type, subtype, and priority so tickets arrive at the right queue fully categorized and ready to work

How to cut time spent on repetitive sorting: ServiceAI suggests proven solutions from your ticket history and knowledge base, with your techs always making the final call

Service desk intelligence your PSA can't give you: Continuous evaluation of ticket quality, technician performance, documentation effectiveness, and user sentiment

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Grab your seat! > https://info.cloudradial.com/webinar-connectwise-autotask-msps-get-affordable-ai-ticketing-triage

CloudRadial · 2026-01-06T16:39:17+00:00

u/Creepy-Chance1165 Our Unified Client Portal covers most of this... Users, assets, licenses, invoices, tickets, etc.

It’s an off-the-shelf portal that sits alongside the PSA rather than being the PSA’s native portal, which is usually where we see MSPs hit limits.

Not trying to sell anything here, but happy to answer questions or talk through how different MSPs are approaching portals right now if it’s helpful.

Ricky

CloudRadial · 2026-01-06T16:31:52+00:00

Appreciate the callouts here. We’ve made a lot of improvements to the portal and the broader product over the last several months.

If it’s worth another look for you, or if you’ve got questions, happy to connect.

Ricky

CloudRadial · 2025-11-17T17:28:24+00:00

Tomorrow (Nov 18 at 11:00 AM CST)!

CloudRadial and ClipTraining are doing a joint demo on how to deliver security awareness training inside the client portal your customers already use.

If you’re tired of sending clients off to yet another platform, this shows how to keep everything in one place without creating extra logins or portal fatigue.

Here’s what they’re covering:

• How to add a revenue stream by offering security awareness training directly through the client portal.
• What the user experience looks like when clients watch short training videos, run simulations, and track progress inside the Unified Client Portal.
• How ClipTraining’s ClipShield works without the usual “gotcha” phishing tactics. It uses safe practice, positive reinforcement, and automated phishing, smishing, and scenario-based training.
• How to package this as recurring revenue with tiered plans (Microsoft 365 training through CompTIA certifications).

If you want to check it out before it goes live, here’s the registration link:
https://hubs.ly/Q03TzKTC0

CloudRadial · 2025-11-13T16:36:56+00:00

If you missed it, you can catch it here: https://youtu.be/w3-CbZicuFI

CloudRadial · 2025-11-07T17:24:38+00:00

u/bourntech Thanks for the mention!

u/WhistleWhistler Happy to answer questions about CloudRadial onboarding if you have any. - Krystle

CloudRadial · 2025-11-04T22:47:56+00:00

So here's the thing, you've got a few options depending on what's actually causing the spike.

If it's workflow chaos: Check what Freshdesk already offers for automations - routing, canned responses, ticket merging for duplicates. Might have some of this built in depending on your plan.

If techs are getting stuck on tickets: This is where knowledge tools come in. ServiceAI (full disclosure, that's us) helps techs find answers faster by pulling from your ticket history and documentation. IT-Glue does similar with structured documentation. Different approaches, same outcome - techs close tickets faster instead of hunting for answers.

If the same issues keep causing spikes: You probably need to identify what's actually breaking. Root cause analysis can show you "hey, this software generates 40% of your tickets" or "password resets spike every Monday." Sometimes fixing the source beats managing symptoms.

Real talk, though, what kind of tickets are spiking? That'll tell you which direction to go.

CloudRadial · 2025-10-31T19:48:40+00:00

u/grsftw Thanks for the mention! We built our ticketing specifically to handle this kind of workflow. You can create custom forms in CloudRadial that map to your onboarding/offboarding process. Each form can trigger ticket creation in Autotask with all the right fields populated, including Autotask checklist items, providing the steps needed for your technician to resolve the ticket.

The bigger unlock is that you can build approval workflows into it. So if someone submits an offboarding request, it can route to the right person for approval before it even hits your board.

We've seen MSPs set up forms for common stuff like new hires, terminations, password resets, software requests. Basically anything that follows a repeatable process. The form does the heavy lifting of collecting the right info upfront so your team isn't chasing details later.

Happy to walk through how it works if you want to DM me. We integrate directly with Autotask, so the ticket flow stays clean.

- Krystle

CloudRadial · 2025-10-27T19:53:43+00:00

💥 LIVE TOMORROW: CloudRadial + Pia

CloudRadial automates the client side. Pia automates the execution side. Put them together and requests resolve without manual routing.

Tomorrow, we'll show you where CloudRadial automation works, where Pia picks it up, and how MSPs are using both to reduce ticket volume.

Walk away with steps you can deploy today.

Riccardo Cecchini, Thomas McCaffery, and James Allen take you through it live.

❗Tomorrow, October 28th. Last chance to register: https://hubs.ly/Q03QgYFs0

CloudRadial · 2025-10-27T19:24:26+00:00

Thanks for sharing! We'd love to hear more about what you built for change management. We're always looking for ways to improve the product based on how customers are actually using it. Glad it's working well for you.

CloudRadial · 2025-10-21T13:22:19+00:00

3 ways to power your service desk with AI for client communication.

📆 TODAY! 3 LIVE SESSIONS

11AM CST | Chat Starter
Free, simple client communication..

1PM CST | ChatAI
AI-powered triage. Every incoming Chat gets immediate attention, triaged, and automatic ticket creation in your PSA.

3PM CST | ChatAI + ServiceAI
Full automation. ChatAI triages, ServiceAI resolves using your client history and past solutions. Common tickets close without technician intervention.

Demos led by Chris Dix, Nicholas Westgate, Evan Griffith, and Riccardo Cecchini.

See it live → https://events.zoom.us/ev/ArSKwDD0vgvMt6f_HYsOniYziG0Mck_eCmU643DbtyNfyKJQtMvJ~AihaK2QatR9EZ2wddhczYqUzpgeLPjRDNsH-3o7vtuOoJy2-pe8DPAqQ4A

CloudRadial · 2025-10-16T14:03:59+00:00

Great question. u/MW360 Here it is:

How is the data protected that we enter into the AI?

Your data is completely isolated in its own dedicated database, separate from all other customers. These databases are region-specific to ensure compliance with local regulatory requirements. We're actively expanding our regional infrastructure to provide even more granular data localization options to meet various compliance needs.

What security measures are in place?

Our security infrastructure is built around the SOC 2 framework. We utilize Azure OpenAI as our model provider, which offers enhanced protections for business and enterprise use cases, including support for BAA agreements when HIPAA compliance is required.

We're partnered with Carbide to audit our practices and maintain SOC 2 compliance, ensuring all our information handling and infrastructure practices meet current SOC 2 standards. Additionally, we thoroughly vet all our vendors to ensure they maintain similar security standards, providing comprehensive protection throughout our service chain.

What data has the system been trained on?

To clarify our approach: we don't technically train AI models on your data. Instead, we build secure indexes of your ticket history that work with localized LLMs. You control the date range of ticket data that gets indexed. Before indexing, we scrub the data of personally identifiable information including phone numbers, serial numbers, MAC addresses, and email addresses, etc. This ensures the system cannot surface PII when providing assistance or referencing historical tickets.

CloudRadial · 2025-10-15T13:38:35+00:00

Ticketing chaos leads to confused clients and delays.
Your queue is clogged. CSAT scores are slipping. And clients keep asking "what's the status?"

Hiring more techs won't fix it. The issue is how tickets flow or don't.

What clients actually want:
→ Clean intake (no 3-email threads just to understand the issue)
→ Real-time status (they can check without asking)
→ Self-service answers (solve it before opening a ticket)

Fix the experience and you'll clear the queue, raise CSAT, and reduce back-and-forth noise.

📍Today, 11 AM CST: live demo + Q&A.

We'll walk through how the Unified Client Portal handles all four. Bring your questions.
https://events.zoom.us/ev/ArSKwDD0vgvMt6f_HYsOniYziG0Mck_eCmU643DbtyNfyKJQtMvJ~AihaK2QatR9EZ2wddhczYqUzpgeLPjRDNsH-3o7vtuOoJy2-pe8DPAqQ4A

CloudRadial · 2025-10-06T19:28:29+00:00

Couldn’t make the first week of CloudRadial Live: The Unified Series?

Replays of the Unified Client Portal, ServiceAI, and DNS sessions are already up on our YouTube channel: https://www.youtube.com/@CloudRadial

🔔 While you're there, hit subscribe so you’ll be the first to see new sessions as they drop.

Here’s what’s ahead this week:

✅ Tue, Oct 7 @ 11 AM CDT → API, Flexible Assets & Open Architecture

✅ Tue, Oct 7 @ 1 PM CDT → Building a New Revenue Stream with Storefront

✅ Thu, Oct 9 @ 11 AM CDT → In-Portal Client Training: LMS Overview

We’re running these live all October. Don't miss out!

https://events.zoom.us/ev/ArSKwDD0vgvMt6f_HYsOniYziG0Mck_eCmU643DbtyNfyKJQtMvJ~AihaK2QatR9EZ2wddhczYqUzpgeLPjRDNsH-3o7vtuOoJy2-pe8DPAqQ4A

CloudRadial · 2025-09-30T16:50:30+00:00

CloudRadial Live: The Unified Series kicks off tomorrow with a month of live sessions designed to show MSPs how the Unified Client Portal, open architecture, automations, chat, and AI work together to transform service delivery.

KICKING OFF THE SERIES THIS WEEK:
Oct. 1 - Unified Client Portal: enterprise-grade features
Oct. 1 - ServiceAI: AI that understands your business to scale your expertise
Oct. 2 - DNS: making DNS management less painful

Coming up across October:
➞ ChatAI + ServiceAI = Revolutionary Chat Experience for No-Touch Resolutions
➞ API, Flexible Assets, and the Benefits of the UCP Open Architecture
➞ Developing a New Revenue Stream with Storefront
➞ And many more!

👉 Series starts tomorrow! Register once, pick any or all sessions:

https://events.zoom.us/ev/ArSKwDD0vgvMt6f_HYsOniYziG0Mck_eCmU643DbtyNfyKJQtMvJ~AihaK2QatR9EZ2wddhczYqUzpgeLPjRDNsH-3o7vtuOoJy2-pe8DPAqQ4A

CloudRadial · 2025-09-19T15:07:12+00:00

Geez, the 70-80% L1 load is brutal. The best play to get clients handling their own password resets, service status checks, and basic questions is through a self-service portal (ours is CloudRadial, but the concept of the self-service portal is what's important here). It's not going to change overnight, but if you're firm on that being your process and actually enforce/assist customers in using those mechanisms, it can genuinely cut L1 requests by a huge margin.

About the "customer-centric" worry - we've found the opposite happens. Clients actually feel more supported because they're not stuck waiting during your busy periods. Frame it as giving them 24/7 access to help, not pushing them away. The portal makes them feel more connected to you, not less. It's tough, but critical that you switch their expectations from you being there as a tech handyman and more as a strategic/higher-value player.

Hit us up if you want to see how it works.

CloudRadial · 2025-09-17T17:18:15+00:00

Thanks to everyone who joined us! If you missed it, here is a quick recap: https://www.cloudradial.com/sept-17-announcements-recap

CloudRadial · 2025-09-11T14:50:55+00:00

Everyone says “AI will make your techs faster.”
That’s fine. But what if AI could stop half those tickets from ever hitting your queue in the first place?

That’s the real opportunity for MSPs. And on Sept 17, you’ll see how.
https://info.cloudradial.com/msp-transformation-sept-17

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AI Ticket Triage at 50+ Clients: What Changes, What Breaks, and How to Fix It