Autotask PSA (Kaseya Intelligence / Cooper Copilot)

by Datto

AI Application

Low Confidence

AI features embedded in Datto Autotask PSA (cloud-based professional services automation for MSPs), delivered under Kaseya's 'Kaseya Intelligence' umbrella by the 'Cooper Copilot' AI engine. Cooper Copilot for Autotask launched Oct 2024; Smart Ticket Triage launched Aug 2025 (Ultimate edition only); Digital Specialists for Ticket Triage (agentic assignment) announced May 2026. Capabilities: (1) Smart Ticket Triage / Digital Specialist: assesses each new ticket against the customer's own historical tickets to assign category and priority, links related or duplicate tickets, and (agent phase) routes to a technician by skillset, workload and past performance; continuously learns from the tenant's ticket history; (2) Smart Ticket Summaries: summarises issue, actions taken and suggested next steps from notes, emails and time entries; (3) Smart Writing Assistant: rewrites technician shorthand into professional end-user communication (output labelled 'Written with assistance from Cooper Copilot - review this text before using it'); (4) Automatic resolution notes on ticket completion. Processes service-desk ticket content, which typically includes end-customer personal data, contact details, device and configuration data and may include credentials. Hosting sub-processors for Autotask/PSA: Microsoft Azure (US, UK, AU, CA, SG, DE), Cyxtera/Digital Realty (Slough UK), Noris Network (Munich DE), Macquarie (Sydney AU), Akamai, WalkMe, Kaseya US LLC. No LLM/AI sub-processor is named for Autotask in Kaseya's register; underlying model provider undisclosed; no model card or AI transparency page published. Covered by Datto SOC 2 Type II (period ending 31 Oct 2025) and SOC 3 2025; Autotask Customer Responsibility Matrix downloadable at trust.kaseya.com.