How to integrate AI with your ITSM platform in 15 minutes
ITSM integration connects your existing service desk platform to AI automation through webhooks and API calls. With ITSM Autopilot, you can connect to Freshservice, ServiceNow, TOPdesk, Zendesk, Jira Service Management, or Halo PSA in 15 minutes, then gradually configure automation over the following days and weeks.
Which ITSM platforms are supported?
ITSM Autopilot works with all major ITSM platforms. Each platform is a proven, capable tool for IT service management, and ITSM Autopilot enhances them by adding an AI layer on top.
| Platform | Integration method | Setup time |
|---|---|---|
| Freshservice | REST API + webhooks | 15 minutes |
| ServiceNow | REST API + business rules | 15 minutes |
| TOPdesk | REST API + event actions | 15 minutes |
| Zendesk | REST API + triggers | 15 minutes |
| Jira Service Management | REST API + automation rules | 15 minutes |
| Halo PSA | REST API + webhooks | 15 minutes |
| Custom | Webhook integration | Varies |
How does the integration work?
The integration has two parts: incoming webhooks (your ITSM sends tickets to ITSM Autopilot) and outgoing API calls (ITSM Autopilot writes back to your ITSM).
Step 1: Connect your platform
Go to Settings, choose your platform, and enter your domain and API key. ITSM Autopilot automatically detects your platform version and configures the correct endpoints. This takes approximately 5 minutes.
Step 2: Set up webhooks
Copy the webhook URL from ITSM Autopilot and paste it into your ITSM's webhook configuration. Most platforms support this via Settings or Automation. This takes approximately 5 minutes.
Step 3: Test with a ticket
Send a test ticket. ITSM Autopilot shows the processing in the Runs page: which agents were triggered, which knowledge was found, and which actions were taken. This takes approximately 5 minutes.
Step 4: Start shadow mode
After the test succeeds, shadow mode activates automatically. The AI reads along with all incoming tickets and shows what it would do, without taking any action. You start collecting accuracy data from day one.
Security and compliance
All connections are encrypted with TLS 1.2+. API keys are stored in a secure vault and are never visible in the interface. Optionally, you can enable webhook signatures for additional verification. ITSM Autopilot runs on EU-hosted infrastructure, and PII is automatically masked before AI processing.
Frequently asked questions
Do I need to change my existing ITSM configuration? No. ITSM Autopilot works as a layer on top of your existing setup. You only add a webhook, no existing workflows are modified.
What happens if the connection drops? ITSM Autopilot queues missed events and retries with exponential backoff. Your ITSM continues working normally. No tickets are lost.
Can I limit which tickets the AI processes? Yes. You can filter by ticket category, team, priority, or any other field available in your ITSM platform.