Connect Service Desk to Aiventic and your Service Desk jobs are pulled into Aiventic. Iven can then triage upcoming calls and answer questions about your job history. The connection is powered by ARIES, so the Bot Token and Agent ID come from ARIES.

Who can do this: Owners only, with an active subscription.

What you can do with it

See your Service Desk jobs in My Jobs, with appointment dates where they exist.
Get an AI-generated service plan (triage) on upcoming jobs.
Ask Iven about a job, including notes, parts and unit details.

What syncs

Aiventic reads current and archived jobs through ARIES, along with their appointments, parts and unit information. Each job brings in:

Job number and status: New, Scheduled, In Progress, Completed, Closed or Archived.
Customer and service location name and address.
Appointment date and technician (from the latest appointment).
Symptoms, resolution and work notes.
Parts used.
Unit brand, model and serial number.

Aiventic only reads from Service Desk. It does not create or edit anything. Jobs created before your Synchronization Start Date are skipped, and so are archived jobs with no work description.

Before you start

Bot Token: the access token for the ARIES Bot API.
Agent ID: the number of the ARIES agent that is connected to your Service Desk system. The agent must be online.
Synchronization Start Date, in MM/dd/yyyy format.

The Bot Token and Agent ID come from ARIES. Ask ARIES or your Service Desk administrator for them. If you are not sure, contact Aiventic support.

Connect Service Desk to Aiventic

Go to Settings > Integrations.
Find Service Desk. The card says "Powered by ARIES". Select View integration.
In the Connect Service Desk with aiventic window, fill in Bot Token, Agent ID and Synchronization Start Date.
Optional: select Run test. Aiventic checks that the token is valid and that your agent exists and is online. Nothing is saved.
Select Connect.
When you see Integration successful, select View integrations.

After you connect

Jobs sync automatically. The first sync loads everything since your start date, so it can take a while.
Link technicians to their accounts so each person sees their own jobs. See "Link technicians to user accounts".
Set which statuses count as active in the jobs settings.
To connect another account, select Add connection and name it.

Troubleshooting

Connection test for ServiceDesk has failed: Aiventic shows this for any failed test. Check that the Bot Token is current, that the Agent ID is a number, and that the agent is online in ARIES.
Bot Token must not be empty. (or Agent ID, Synchronization Start Date): fill in the missing field.
Integration failed with "Try again or contact support": select Go back, check your details and try again.
Older jobs are missing: check the Synchronization Start Date.

FAQ

Does Aiventic work with Service Desk?

Yes, through ARIES. Owners connect it in Settings > Integrations.

Where do I get the Bot Token and Agent ID?

From ARIES. Ask ARIES or your Service Desk administrator, or contact Aiventic support.

Is the Service Desk integration read-only?

Yes. Aiventic reads data and does not change anything in Service Desk.

How much history does Aiventic import?

Jobs created on or after your Synchronization Start Date.

Service Desk integration