Connect your ITSM and CS tools

AurionAI works with the ticketing tools that your organization already uses. This page explains which tools you can connect, where you connect them, and what changes from one tool to another.

Availability: all profiles. Administrators only.

Prerequisites

• You have the Owner or Admin role. Other users see Access Denied.
• You have an administrator account in the tool that you want to connect. You need it to create the credentials for AurionAI.

Which tools you can connect

Your organization has one ITSM tool and one helpdesk tool at most. Each section of the page holds a single connection.

• ITSM tools: Freshservice, HaloITSM, ServiceNow and Jira Service Management. The AI voice agent uses the ITSM tool to find callers, create and update tickets, and search the knowledge base.
• Customer service (helpdesk) tools: Freshdesk and Zendesk.
• The built-in helpdesk: AurionAI CS. It needs no connection. Conversations, contacts and knowledge base articles stay in AurionAI.

What the page shows depends on your product profile:

The AI Voice + Helpdesk profile always uses AurionAI CS as its helpdesk. Read Product profiles.

Open the integrations page

1. In the sidebar, select Configuration.
2. Open the Integrations category.
3. Select Providers.

When no tool is connected, a section shows No ITSM provider configured yet. or No helpdesk provider configured yet.. Select Set up an ITSM provider or Set up a helpdesk provider to start. The article of each tool gives the steps.

Capabilities differ by tool

The connection dialog of an ITSM tool has a Capabilities section. Each switch turns a feature on or off for the voice agent. When you choose a tool, the switches take the default values of that tool:

Turn a capability off only when your tool does not offer that feature, or when you do not want the voice agent to use it.

The tools also store knowledge base articles in different places: Freshservice in folders, HaloITSM and ServiceNow in categories, and Jira Service Management in a Confluence space.

The connection card

After you save a connection, the section shows a card with the name of the tool and its status: Connected or Failed. The buttons on the card are icons. Hold the pointer over an icon to see its name:

• Test connection: tests the saved connection.
• Create a test ticket: creates a real test ticket in your tool.
• Edit credentials: opens the connection dialog.
• Field Mapping: opens the field mapping. Read Map provider fields.
• Rotate ITSM credentials: replaces the credentials. Rollback to previous credentials: goes back to the previous credentials. Rollback is on the ITSM card only. The helpdesk card has its own Rotate CS credentials button, which opens the helpdesk dialog.
• Remove integration: deletes the connection, its field mappings and its connection data. You cannot undo this.

Result

When a connection is saved, AurionAI tests it at once and shows the result on the card. Calls that start after you save use the new connection.

If something goes wrong

• A section is missing. The sections depend on your product profile and on the tool type that your organization chose during onboarding. See the table above.
• Failed to load provider configuration. Reload the page. If the message stays, contact AurionAI support. Read Get help.
• The card shows Failed. Open the article of your tool. Each article lists the causes for that tool.
• Access Denied Only owners and administrators can open this page. Read Roles and what they can do.

Related articles

• Freshservice
• HaloITSM
• ServiceNow
• Jira Service Management
• Freshdesk
• Zendesk
• Map provider fields
• Company profile and tenant settings