Cooper AI in Autotask: What Works, What Fails, and How to Configure It Correctly
AI is everywhere, and MSPs are being told they need to adopt it or get left behind. But when it comes to Cooper AI inside Autotask, the reality doesn't always match the marketing. At Advanced Global MSP Coaching, our Operational Strategists have worked hands-on with Cooper AI across dozens of client environments. Here's what we’ve learned.
"90% of MSPs view AI as important for growth strategies, with 63.6% calling it 'very important.'" - Pax8
What Is Cooper AI Really Doing?
Let’s start with a truth bomb: Cooper AI isn’t truly artificial or intelligent. It’s machine learning, a high-speed search engine layered over your existing data. It analyzes historical records in tools like Autotask, compares them to current inputs, and then suggests next steps.
That means Cooper AI is only as strong as your underlying Knowledge Base. If your Knowledge Base is weak, the AI will be too. Unfortunately, most MSPs don’t have clean, high-quality data in their systems. That’s a foundational gap Cooper AI can’t fix, but you can.
Where Cooper AI Excels: Time Entry and DRMM Alerts
Despite its limitations, Cooper AI has clear strengths.
Time Entry Suggestions: Cooper Copilot helps Techs write better notes, faster. That boosts ticket clarity, improves client communication, and reduces rework.
DRMM Alert Triage: With a wealth of historical alert data, Cooper AI can recommend initial actions with surprising accuracy.
In these areas, the AI becomes a productivity enhancer for your Tech Team.
"MSPs using AI‑driven automation can achieve a 25% reduction in operational costs and 35% faster service delivery." - Kaptius
Where It Falls Short: Ticket Triage
Unfortunately, Cooper AI struggles with ticket triage. Even after analyzing hundreds of Client Requests, it only produces 2–3 useful suggestions per month — and many of those are ignored by Coordinators. Why?
Client Requests often lack meaningful detail.
Cooper AI can’t distinguish between an Incident and a Service Request.
Suggestions are not automated. They still require manual triage.
Bottom line: reading the suggestion often takes more time than just doing the triage manually. Until your Knowledge Base improves, Cooper AI won’t help much here.
"Around 70% of users engage with Cooper AI capabilities multiple times per day." - LinkedIn
Why Your Knowledge Base Is the Bottleneck
Cooper AI relies entirely on your historical ticket data. If that data is messy, sparse, or inconsistent, the AI will be just as unhelpful. The key is to build a high-quality, structured Knowledge Base. That means clear categorization, consistent terminology, and proper ticket resolution documentation.
We recommend aligning with KCS (Knowledge-Centered Support) principles. Our Team regularly helps MSPs create Knowledge Governance models that support real AI performance improvements.
"Despite broad adoption, effective AI use remains tied to clean input data and disciplined workflows, explaining why some MSPs struggle to get tangible results." - Giant Rocketship
Step-by-Step: How to Configure Cooper AI in Autotask
Correct setup matters. Here’s how to configure Cooper Copilot in your Autotask Admin portal:
1. Enable Cooper Copilot: Admin > Activations > Check "Cooper Copilot" Settings Tab:
a. Smart Ticket Summary
b. Smart Resolution Summary
c. Smart Writing Assistant
2. Languages: Select English plus any additional languages used by your Teams
3.Ticket Triage Tab:
a. Analyze tickets with status: Complete
b. Analyze tickets in all Service Delivery queues
c. Start from the date a strong Coordinator joined your Team
d. Enable suggestions on ticket detail
e. Exclude Test and Zero Accounts
4.Ticket Categories: Move Cooper AI suggestions to the top of the canvas for visibility
These configurations give Cooper AI the best chance of surfacing relevant, useful recommendations.
What You Can Control vs. What You Can't
You can fine-tune Cooper AI's settings, but you can't control its underlying algorithms. Kaseya holds the keys. That means:
Feature requests take time and community upvotes
Roadmap visibility is limited
Performance is bound to what Cooper AI is allowed to access
For MSPs that need more control or faster feedback loops, we often recommend pairing Cooper AI with external automation tools like n8n. This gives your Team flexibility where Cooper Copilot falls short.
"Kaseya’s Cooper AI is designed to provide real-time assistance, automate routine tasks, and enhance documentation workflows to help Technicians focus on higher-value work."
- Kaseya
The Future of Cooper AI
Right now, Cooper AI is in its infancy. In three years, it could be an essential tool, maybe even handling light automations. But today, its value is tightly linked to the quality of your knowledge and the precision of your configuration.
"The global generative AI market is projected to expand at a 39.6% CAGR from 2024 to 2032." - Scribe
Want Help Making It Work?
Advanced Global MSP Coaching helps Autotask-based MSPs get the most out of every feature, setting, and integration, including Cooper AI. Whether you need a Knowledge Base cleanup or a full-scale Operational Strategy, our Team can guide you.
📞 Book a free strategy session at [email protected] and let’s talk through how to make Cooper AI a real asset for your Tech Teams.
Being honest about what Cooper AI can and can't do, MSP Owners can make smarter decisions about how to implement it. It’s not magic, it’s a tool. And like any tool, it needs to be configured, supported, and optimized to deliver real operational value.