Table of Contents

Setting up AI Service Providers

Niamh Ferns Updated by Niamh Ferns

Overview

DeskDirector supports integration with various generative AI service providers to enhance your ticketing system's AI capabilities. Before using any AI features in DeskDirector, you'll need to set up one of your preferred AI service providers. This knowledge base article will guide you through setting up different AI service providers.

Supported AI Service Providers

Provider

Ticket

Summary

Tech

Copilot

Client

Portal

Assistant

Smart

Alert

Knowledge

Base

OpenAI

✅

✅

✅

✅

✅

Azure OpenAI

✅

✅

✅

✅

✅

Google AI

✅

✅

✅

✅

✅

Groq

(with OpenAI-compatible API)

✅

✅

✅

✅

❌

Other

(with OpenAI-compatible API)

✅

✅

✅

✅

❌

You can create multiple providers and assign them to different features in the system; the first created provider is used as the default provider in features such as ticket title suggestion in the DD Teams app create ticket command.

Setting Up AI Service Providers

  1. Navigate to the AI services integration settings page in your Admin Portal or within the DeskDirector Teams app
  2. Click on Manage your AI service providers
  3. Select the service provider type from a dropdown or click + Set Up New Provider
  4. Fill in the required configuration details
  5. Click Save to complete the setup

OpenAI Setup

Required Details
  • Name (custom identifier for your configuration)
  • API Key
  • Model ID
  • Optional: Organisation ID
Setup Steps
  1. Obtain an API Key from OpenAI's Platform
  2. Select your preferred model (e.g., gpt-3.5-turbo, gpt-4) from the available models
  3. Enter your Organisation ID if applicable

Official Documentation:

Azure OpenAI Setup

Required Details
  • Name
  • API Key
  • Model ID
  • Endpoint
  • Deployment Name

Setup Steps
  1. Create and deploy an Azure OpenAI resource (model) in the Azure Portal via Azure AI Foundry
  2. Obtain your API key, endpoint, and deployment details from the deployed model (model name, model ID, deployment name
    In this screenshot, the deployment name and name are both gpt-4o-mini.
  3. Enter the configuration information

Official Documentation:

Google AI Setup

Obtain Google API Key

Configuration Details
  • Provider Type: Select Google
  • Name: for example Google Gemini
  • API Key: Your Google Gemini API key
  • Model: for example gemini-2.0-flash
Google-Specific Resources

Groq Setup

Obtain Groq API Credentials
  1. Visit Groq's Developer Platform
  2. Create an account or log in
  3. Generate an API key in the Credentials section
Configuration Details
  • Provider Type: Select Other
  • Name: for example Groq AI
  • API Key: Your Groq API key
  • Model ID: for examplellama2-70b-4096
  • Endpoint: https://api.groq.com/openai/v1
Groq-Specific Resources

Other (OpenAI-compatible) Providers

Required Details
  • Name
  • API Key
  • Model ID
  • Endpoint
Supported Providers

Providers with OpenAI-compatible APIs can be configured using this option, such as:

  • Anthropic Claude
  • Custom model servers

Note: Verify API compatibility before configuration

Best Practices

  • Use the most appropriate model for your use case
  • Monitor API usage and costs
  • Regularly update your AI service provider configurations to take advantage of the newer or cost-effective models

Troubleshooting

  • Ensure your API key is correct and active
  • Ensure the large language model is valid
  • Contact DeskDirector support for integration-specific issues and the vendors for the AI API-specific issues

How did we do?

Microsoft Foundry for DeskDirector

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