Kaseya Intelligence: Smart Writing Assistant

PERMISSIONS  Security level with Admin Feature Access permission to Kaseya Intelligence.

NAVIGATION  Left Navigation Menu > Admin > Admin Categories > Automation > Kaseya Intelligence > Smart Summaries

IMPORTANT  Kaseya Intelligence features are included with a Kaseya 365 Ops, ITSM +, and Ultimate Autotask subscriptions. Refer to Upgrading to ultimate for more information.

Overview

Smart Writing Assistant offers two core capabilities right inside the ticket note and email editor:

  1. Generate from Scratch

    Describe what you want to say in a few words, and Smart Writing Assistant drafts a complete, professional response. Choose the tone and format that fits the situation:

    • Tone options: Professional, Friendly, Empathetic, Direct, Technical

    • Format options: Paragraph, Bullet Points, Step-by-Step Instructions, Email

  2. Refine Existing Text

    Already have a draft? Highlight it and let the assistant improve it:

    • Improve Writing: enhance clarity, grammar, and flow

    • Make Shorter: tighten a long response into a concise message

    • Make Longer: expand a brief note with more detail and context

    • Simplify Language: reduce jargon for non-technical audiences

All suggestions appear inline. Technicians review the output and accept, edit, or regenerate before sending.

Why It Matters

Challenge How Smart Writing Assistant helps
Inconsistent communication quality across the team Every technician gets AI-assisted writing that meets a professional standard
Crafting difficult messages (outage updates, escalation responses) Tone-aware drafting helps strike the right note for sensitive situations
Non-native English speakers on the team Language refinement and translation lower the communication barrier
Technicians spend too long wordsmithing A polished draft in seconds means more time on the actual work

Key Benefits

  • Professional every time: consistent tone and quality regardless of who's writing

  • Built into the workflow: no switching to external tools; write and refine right inside the ticket

  • Technician-controlled: AI suggests, humans decide and every response is reviewed before it's sent

  • Multilingual support: write in one language and translate to another, broadening your team's reach. Refer to Other Available Languages.

  • Faster response times: reduce average reply time without sacrificing quality

To enable or disable Kaseya Intelligence smart summary settings:

  1. Navigate to Left Navigation Menu > Admin > Admin Categories > Automation > Kaseya Intelligence > Kaseya Intelligence Settings.

  2. Toggle the Enable Kaseya Intelligence button.

  3. Select the Smart Summaries tab.

  4. Select the check box next to Smart Writing Assistant to enable or disable.

  5. Click Save Changes.

Smart Writing Assistant is available when creating or editing a Ticket Note, Time Entry. To show or hide the available options, click theicon.

  1. From an open ticket, click New Time Entry or New Note.

  2. Add your notes in the Summary Notes or Description and complete all other required fields.

  3. Click Summarize Notes (Client-Facing).

  4. Select if you want to Append or Replace your current notes with the new Smart Writing Assistant text.

  5. Click Save & Close to confirm all changes.