Supported, not supported and conditional features across PSAs, devices, actions, workflows, end-user channels and languages
This page lists what SuperIT and the SuperIT agent support today, what they do not support, and the conditions that apply. Each row links to the page with the details. For how SuperIT works overall, see How SuperIT works.
Status key: Supported · Beta (available, still being developed) · Not supported · Conditional (supported when the condition in the notes is met).
PSA and ticketing
| Capability | Status | Notes |
|---|---|---|
| ConnectWise PSA | Supported | ConnectWise setup |
| Halo PSA | Supported | Halo setup |
| Autotask | Supported | Autotask setup |
| Accelo | Beta | Accelo connections update by polling. Accelo webhooks aren't supported yet. Accelo setup |
| Other PSAs and ticketing systems | Not supported today | An admin can ask SuperIT in chat to connect your PSA, then choose Other to tell us which one you use, or email [email protected]. |
| Using SuperIT without a PSA | Conditional | You can chat with SuperIT about devices. Ticket triage and investigation need a connected PSA. |
| Real-time ticket intake | Conditional | Uses PSA webhooks; without them, tickets arrive by polling, every hour by default. Accelo uses polling only. How sync works |
| Several PSA connections on one team | Conditional | One connection is marked primary; staff and custom triage instructions come from the primary connection. |
| Read devices and assets from the PSA | Conditional | ConnectWise configurations and Halo assets. Not Autotask. |
| Read contracts and agreements | Conditional | ConnectWise agreements and Halo contracts. Not Autotask. |
| Write triage fields to the PSA ticket | Conditional | Only with Triage note location set to Update PSA ticket. Ticket automation |
| Add internal notes to PSA tickets | Conditional | Only with a note location set to PSA internal note. |
| Add customer-facing notes to PSA tickets | Conditional | Only for the end-user chat invitation, with End-user resolution apply mode set to PSA public note. |
| Create tickets and add notes from a chat | Conditional | In a chat, including an end-user chat, SuperIT can create a ticket in your PSA, or add notes to an existing one, so the work is recorded. This doesn't depend on your ticket automation preset. |
| Write time entries to the PSA | Conditional | ConnectWise only: an engineer can ask SuperIT in chat to log time on a ticket, approve the entry, and SuperIT books it against their own ConnectWise member. For other PSAs, use a workflow action. |
| Assign a ticket to a named engineer | Conditional | In a chat, when an engineer asks. Depends on your PSA and the permissions SuperIT has in it. Automated triage doesn't assign tickets to engineers. |
| Change PSA settings, boards or workflows | Not supported |
PSA ticket fields automated triage can write
When Triage note location is Update PSA ticket, automated triage can write these fields. Each can be blocked with Fields automated triage may not change:
Status, Priority, Impact, Urgency, Board or queue, Ticket type, Category, Type, Subtype, Item, Source, Agreement, Summary (title), Description.
Not every PSA has every field. For example, Board applies to ConnectWise boards and Autotask queues.
Devices
| Capability | Status | Notes |
|---|---|---|
| Windows devices (x64 and ARM64) | Supported | Generally available, through the SuperIT RMM agent. Minimum versions and network needs: Requirements |
| macOS devices | Beta | Contact [email protected] for beta access. Requirements |
| Linux devices | Beta | Contact [email protected] for beta access. Requirements |
| Mobile devices (iOS, Android) | Not supported | |
| Collect device data | Supported | What is collected: What the agent collects |
| Devices without the SuperIT RMM agent | Not supported | The SuperIT agent can't collect data from or run commands on a device without the agent. |
Actions the SuperIT agent can take
| Capability | Status | Notes |
|---|---|---|
| Run commands on devices (PowerShell on Windows) | Conditional | Only within your command policies. Commands that need approval wait for an engineer or admin. |
| Run commands as the signed-in user | Conditional | Default. |
| Run commands as SYSTEM | Conditional | Needs approval from an engineer or admin each time, unless Auto-approve is on in that chat. With automatic command review, rolling out to all teams, a reviewed set of read-only diagnostics allowed by your command policies can be approved automatically. |
| Run commands as an Administrator account | Supported | Within your command policies, like any other command. |
| End users approve commands | Not supported | In an end-user chat, a command that needs approval is denied automatically, and the SuperIT agent hands the issue to your engineers if it can't help without it. Autonomy and approvals |
| Run commands during an automatic investigation | Conditional | Only commands policy allows. Commands needing approval are skipped. |
| Read Microsoft 365 / Entra ID through Microsoft Graph | Conditional | Needs a Microsoft 365 connection. Read-only. What SuperIT can do in Microsoft 365 |
| Change Microsoft 365 (reset passwords, change users, groups or licences) | Conditional | Only through a workflow action with a Microsoft Graph credential, not through the Microsoft 365 connection. Microsoft 365 automation |
| Read mailbox content, sign-in logs, MFA methods, Defender or Intune data | Not supported | Not through the Microsoft 365 connection. What SuperIT can do in Microsoft 365 |
| Run workflow actions | Conditional | Published actions only, within each action's authorization policy. See Workflows and automation. |
| Search the web and your knowledge base | Supported | |
| Hand a ticket to your engineers | Supported | The SuperIT agent hands over with a summary of what it found and tried. |
Workflows and automation
| Capability | Status | Notes |
|---|---|---|
| Run your own PowerShell, Python or Playwright (browser) scripts as actions | Supported | Workflows and actions |
| Create actions with the SuperIT agent in a chat | Conditional | Admins only in a chat. Engineers and Admins can create actions in the editor. Create an action |
| Built-in or template actions | Not supported | You build each action, usually with the SuperIT agent. Automation guides |
| Run actions in the cloud sandbox | Supported | Public internet only; the sandbox has no route to your private networks. Sandbox and runtime reference |
| Run actions on a device | Conditional | PowerShell actions set to run on a device, on online Windows devices, as SYSTEM. Sandbox and runtime reference |
| Store API keys and Microsoft Graph sign-ins for actions | Supported | Encrypted at rest. Microsoft Graph access is delegated only. Credentials |
| OAuth with providers other than Microsoft | Not supported | Use an API key credential. Credentials |
| Require approval before an action runs | Supported | Authorization policies and approvals |
| End users run actions in self-service chat | Conditional | Only when the action's authorization policy has a rule that matches them. |
| Run a recommended action automatically from a ticket investigation | Conditional | With Run automatically on, once every required input is known. Not recommended for actions that run on a device. Run and schedule actions |
| Schedule actions | Conditional | In a chat only, every N days. No calendar (cron) schedules. Run and schedule actions |
| Webhook or event triggers | Not supported | |
| Multi-step workflows that chain actions | Not supported | Each action is one script. |
| Publish actions to managed teams | Conditional | Service-provider teams with a primary PSA connection. Publish to managed teams |
End users
| Capability | Status | Notes |
|---|---|---|
| Web chat in the SuperIT app | Supported | End users need a SuperIT account with the User role. |
| Invitation through a PSA ticket note | Conditional | With End-user chat on and PSA public note selected. The end user receives it through the PSA's own email notifications. The ticket contact must be linked to a SuperIT user. |
| Microsoft Teams | Beta | Chat with the SuperIT agent in Microsoft Teams. |
| Slack | Beta | Chat with the SuperIT agent in Slack. |
| Email directly from SuperIT to end users | Not supported | Only through PSA notes. |
| Phone, SMS or voice | Not supported | |
| Website chat widget | Not supported | |
| End-user desktop app or tray icon | Not supported | The SuperIT RMM agent has no user interface. |
Languages
| Capability | Status | Notes |
|---|---|---|
| English (Australian or American spelling) | Supported | Set per team in AI assistant settings. |
| Other languages | Not supported |
Accounts and administration
| Capability | Status | Notes |
|---|---|---|
| Sign in with Microsoft or Google | Supported | |
| Sign in with email and password | Supported | |
| Built-in multi-factor authentication | Not supported | Use Microsoft or Google sign-in and enforce MFA in that identity provider. MFA for email and password sign-in is on the roadmap. |
| One team per customer (MSPs) | Supported | Teams and users |
| Admin, Engineer and User roles | Supported | Custom roles are not supported. |
| Rename the agent | Supported | AI Agent Name in AI assistant settings |
| API access with service accounts | Not supported |