Customize how IT Autopilot integrates with your support workflow and interacts with your end users as their AI assistant. Empower IT Autopilot to deliver smarter, faster, and more personalized assistance that boosts user satisfaction and cuts down on your IT workload.

Note: These settings were previously located under Admin > Employee services > Service portal, and are now unified and centrally managed in the AI Center. Any configurations you set up before remain unchanged — you’ll just find them here instead.

Customize how IT Autopilot integrate with your support workflow and interacts with your end users as their AI assistant. Empower IT Autopilot to deliver smarter, faster, and more personalized assistance that boosts customer satisfaction and cuts down on your IT workload.

Note: These settings were previously located under Admin > Customer service > Customer portal, and are now unified and centrally managed in the AI Center. Any configurations you set up before remain unchanged — you’ll just find them here instead.

Access IT Autopilot settings

From AI Center (on the sidebar), click IT Autopilot settings.

Activation

Activate IT Autopilot to deliver first-tier support for specific sites, which will also enable the Helpdesk agent on all of the site’s Windows devices.

Activate IT Autopilot to deliver first-tier support for specific customers, which will also enable the Helpdesk agent on all of the site’s Windows devices.

General

Custom display name: Give IT Autopilot a custom name that will appear for end users wherever they interact with it.

Communication apps: Connect IT Autopilot to Slack and Teams so your end users can request support directly from their chat tools. Learn more about how to Connect Atera's IT Autopilot to Slack and Microsoft Teams

Welcome tour: Introduce your end users to IT Autopilot with a short, in-portal tour highlighting how it supports everyday IT needs. IT Autopilot will offer to scan their device, flagging any immediate issues or concerns. While the scan is real, it’s also a way to show off its ability to provide smart, personalized support from day one.

Note:

• The device must be online for the scan to run successfully.
• Currently, scans are only supported on Windows PCs.

Configuration

• Send Helpdesk agent notification: To encourage your end users to utilize the AI assistant, send them a Service Portal AI assistant link via the Helpdesk agent for self-service upon ticket creation (Windows devices only).

• Create tickets via IT Autopilot only: Hide the New ticket button, so end users can only create tickets in the Service portal via chat with IT Autopilot. This encourages end users to first engage with the AI assistant, reducing the number of tickets needing human technician attention. When this is off, users can also create tickets manually via the New ticket button in the portal.

• Create tickets from new chats: The moment an end user starts a chat with IT Autopilot (in the Service portal or via the Helpdesk agent chat), a ticket is opened automatically. The ticket contains the entire conversation between IT Autopilot and the end user, offering complete transparency regarding end-user incidents and requests. When the ticket is created, it will appear on the Tickets page, with the assigned technician set as 'AI assistant' or the custom name you gave it. When this is off, tickets are only opened if the chat is escalated to a technician.

• Assign IT Autopilot to tickets created via email: IT Autopilot is automatically assigned to any tickets created via email (based on your incoming support email-to-ticket setup). It will respond via email and the conversation will function like an ongoing ticket. The full email thread is recorded in the ticket, ensuring continuity if it's escalated to a technician or reviewed later.
• Follow-up & resolution: Enable IT Autopilot to automatically follow up with end users via email and chat. If an end user hasn’t responded within the defined time since IT Autopilot’s last message, they will be prompted to confirm whether the issue has been resolved through both chat and email. You can specify the wait times for sending the follow-up and for taking the next action.
  • Wait time to follow-up: Set how long IT Autopilot waits after its last response before sending an automated follow-up via portal chat and email.
  • Wait time for next action: Set how long IT Autopilot waits after sending the follow-up if the end user doesn’t respond, before deciding and executing the next step (escalating to a technician or resolving the ticket).
• Resolution policy (Conservative vs. Optimistic): Choose how IT Autopilot should resolve or escalate when the end user doesn’t reply.
  • Conservative: Resolve only with clear evidence the issue is fixed or the end user confirms it. If there’s uncertainty, escalate to a technician.
  • Optimistic: Resolve when it appears the issue is fixed, even without a reply. Escalate only when there are signs it may still be unresolved.

Self-service actions

Empower your end users to handle device operations independently from the Service portal. Turn on the toggle, then select which sites will have access to the self-service actions, or leave empty to enable for all sites.

Empower your end users to handle device operations independently from the Customer portal. Turn on the toggle, then select which customers will have access to the self-service actions, or leave empty to enable for all customers.

Once enabled, users can initiate remote device actions through the Service Portal, including:

Once enabled, users can initiate remote device actions through the Customer Portal, including:

• Log out computer: Logs out of the current user account, ends the active session, and returns to the login screen. This action protects personal information and allows another user to log in to the system.
• Restart computer: Initiates a system restart, which closes all running programs, logs out the current user, and then powers off and on the computer to refresh the system.
• Lock computer: Securely locks the computer, preventing unauthorized access when stepping away. This ensures privacy and security of data and applications, allowing users to resume work right where they left off when they return.
• Shut down computer: Performs a computer shutdown, safely closing all applications and services before powering off the machine completely. It ensures a controlled and secure shutdown of the system.
• Reset local user password: If an end user has forgotten their password, they'll be sent a temporary password (via SMS) to log in and choose a new password for their account.
• Reset Azure AD password: Lets users reset their Azure Active Directory password when they're locked out or have forgotten their credentials.
• Reset Azure AD MFA: Lets users reset their multi-factor authentication settings in Azure Active Directory when they need to reconfigure their authentication methods.
  
  Note: When using Azure AD sync, password reset won't work for admin accounts, the reset must be done directly via Azure/Microsoft 365.

Note: These actions require agents to be assigned to end users. For more info, see Assign an agent to an end user

Software

The Software tab lets you choose which software applications your end users can install on their Windows or macOS devices, leveraging WinGet, Chocolatey, Homebrew, and your private repository. 

Your end users can install software via the Service Portal > My applications tab or by asking the AI assistant within a chat.

Excluded addresses

• Support addresses: Exclude support addresses that are configured with email forwarding to automatically create tickets. Any tickets created via emails sent to these addresses will bypass IT Autopilot and be routed directly to your technician queue. To set up email forwarding see, Forward emails for automatic ticket creation
• Sender addresses: Select sender addresses to exclude their tickets from IT Autopilot. Any tickets created via emails sent from these addresses will go directly to your technician queue. You can  enter new sender addresses manually if they don’t already appear in the list.