Overview
If you raise tickets in ServiceDesk Plus, MAIA Plus appears there as a Copilot — a helper inside your portal that knows your request and the approved knowledge base. You do not get a separate account, a separate password, or a different website.
What you can do with it
Section titled “What you can do with it”| Task | How |
|---|---|
| Ask what your request is waiting for | Open the Copilot from the ticket and ask in your own words |
| Find out whether others had the same problem | Ask for similar past cases — you only see your own |
| Get a next step to try before escalating | Ask “what should I check first?” |
| Understand an answer you received | Ask it to explain more simply |
What it knows, and what it does not
Section titled “What it knows, and what it does not”It reads your ticket — the description, the conversation and the public updates — plus approved knowledge articles that are marked as visible to requesters.
It does not read technician internal notes, worklogs, other people’s tickets, other portals, or anything an administrator has not approved. That boundary is enforced on the server, not hidden in the interface: even if the answer would be useful, it is not available.
The launcher is the whole entry point — no separate sign-in page exists for requesters.
How to get a good answer
Section titled “How to get a good answer”- Ask about your own request. Vague questions get vague answers; “why is my VPN dropping every 10 minutes” beats “VPN problem”.
- Say what you already tried. It will not repeat steps you have already done.
- Ask one thing at a time. A conversation works better than a paragraph with five questions.
- Use it before escalating. Often the answer is a step you can take yourself.
What it will never do
Section titled “What it will never do”- Change your ticket on its own initiative — anything that writes needs a human decision.
- Promise a resolution date, an SLA outcome, or a compensation.
- Show you another requester’s data, or internal commentary about your case.
- Replace your technician. It prepares and explains; people resolve.
Availability
Section titled “Availability”The Copilot appears when your ServiceDesk Plus administrator has installed and enabled the requester page script for your portal. If you do not see the launcher, it is a configuration matter for your administrator, not something you can enable yourself.
Known limitation
Section titled “Known limitation”The panel’s own labels are currently Polish in this build (Nowa rozmowa, Wyślij), even when the surrounding portal is English. Answers follow the language settings your administrator configured; the labels are a translation gap.
Related topics
Section titled “Related topics”Copilot for Requesters · Understanding responses · Technician guide