What SuperIT is, the three ways its AI agent works, what it connects to and how you shape its behaviour
SuperIT is an AI agent support platform for IT support, for MSPs and IT teams. It connects to your PSA (your ticketing system), to your devices through the SuperIT RMM agent, and to the other systems you use to deliver service. The SuperIT agent works alongside your engineers and your end users, and can also read incoming tickets, triage them, investigate them using live device data, and hand them to your engineers with a summary.
You decide what the SuperIT agent may do on its own and what needs a person's approval. See Autonomy and approvals.
The agent may have a different name in your app
The docs call the AI agent SuperIT. Each team or service provider can rename its agent under Settings → General → AI assistant → AI Agent Name, so in your app the SuperIT agent may appear under a different name. It is the same agent. See AI assistant settings.
Three ways SuperIT works
Copilot for engineers
Engineers chat with the SuperIT agent directly to investigate and resolve tickets, in two places:
- The SuperIT web app. Start a chat in Conversations, or open a ticket and chat about it.
- The Pod. The Pod is the SuperIT panel or custom tab inside your PSA's ticket screen, so engineers can work with the SuperIT agent without leaving the PSA. See Add the SuperIT Pod to your PSA.
In a chat, an engineer can ask the SuperIT agent to:
- investigate a device using live data from the SuperIT RMM agent, such as processes, services, disk, network and recent errors; for a problem that needs more than a quick check, ask for an investigation, which works in rounds and ends with a report,
- run commands on the device, within your command policies; commands that need approval wait for an engineer or admin to approve them,
- look up related tickets and your knowledge base, and update the ticket with what it found,
- run your team's published workflow actions, such as resetting a Microsoft 365 password, within their authorization policies.
Self-service for end users
End users ask the SuperIT agent for help with day-to-day IT requests:
- Web chat in the SuperIT web app.
- A link in a ticket update. When end-user chat is on, the SuperIT agent can add a Start resolution chat link to the end user's ticket.
- Microsoft Teams and Slack (Beta).
The SuperIT agent asks questions, checks the end user's device, and suggests or makes a fix within your command policies. End users are never asked to approve a command: in an end-user chat, a command that needs approval is denied automatically, and if the SuperIT agent can't help without it, it hands the issue to your engineers. See Get help from SuperIT.
Level 0 agent: ticket automation
The SuperIT agent can also work on incoming tickets on its own, as a Level 0 agent:
- A ticket arrives from your PSA. See How PSA sync works.
- Triage. The SuperIT agent reads the ticket and suggests or sets fields such as type, priority and board, guided by your custom triage instructions.
- Investigation. The SuperIT agent looks for the cause, using similar past tickets, your knowledge base and, where the SuperIT RMM agent is installed, live data from the device.
- Resolution within approvals. The SuperIT agent runs only what your command policies allow and can invite the end user to a chat to work through the fix.
- Handoff. What the SuperIT agent can't or shouldn't resolve, it hands to your engineers with a summary of what it found and tried.
How far the SuperIT agent goes on its own, and where it writes, is set by your ticket automation preset:
- None: nothing runs automatically.
- Balanced (recommended): triage and investigation run, and results stay in SuperIT.
- Full: triage can update the ticket, investigation adds an internal note, and the SuperIT agent can invite end users to a chat.
- Custom: you choose each setting.
See Configure ticket automation.
What SuperIT connects to
| Connection | What it gives SuperIT | Read more |
|---|---|---|
| PSA | Your tickets, companies and contacts. SuperIT reads tickets. Ticket automation writes back only what your settings allow; in a chat, SuperIT can create tickets and add notes so the work is recorded. | PSA integrations overview |
| SuperIT RMM agent | Live device data, and a way to run approved commands. Windows is generally available; macOS and Linux are in Beta. | RMM agent overview, Requirements |
| Microsoft 365 | Optional. Syncs users and groups, and gives the SuperIT agent read-only access through Microsoft Graph. Changes, such as password resets, go through workflow actions. | Connect Microsoft 365, What SuperIT can do in Microsoft 365 |
| Other systems | Workflow actions, with their own stored credentials, can call other systems' APIs or work in their web portals. | Workflows and actions |
How you shape SuperIT's behaviour
The SuperIT agent follows built-in playbooks called Skills, for example Dispatch, Discovery, Troubleshooting, Resolution and Escalation. Skills ship with SuperIT, are the same for every customer and can't be edited. In a chat, the more actions menu lists them under Skills, shown with your agent's name.
You customise the SuperIT agent's behaviour with:
- Your knowledge base. Your team's articles, built from your tickets and written or edited by your team. The SuperIT agent uses them in a similar way to Skills, as guidance on how your environment works and how you solve problems.
- Team Context. Facts about a team or customer that the SuperIT agent reads as background when it triages and investigates tickets.
- Custom triage instructions. Plain-language rules for triaging your tickets.
- Command policies. Which commands run, need approval or are blocked.
You extend what the SuperIT agent can do with Workflows. A workflow action is a PowerShell, Python or browser (Playwright) script that the SuperIT agent can run in a chat, that engineers can run from the app, and that an investigation can recommend on a ticket. Actions handle moves, adds and changes, such as onboarding and offboarding users or resetting Microsoft 365 passwords (see What SuperIT can do in Microsoft 365), and act as custom tools, such as looking up a client's documentation or running a set task on a device. Admins build actions with the SuperIT agent in a chat, Engineers and Admins can also build them in the action editor, and authorization policies decide who may run each one and who approves it.
What it does not do
- With the None ticket automation preset, the SuperIT agent does not run on tickets automatically.
- The SuperIT agent never runs commands your command policies Deny. It does not run a command that needs approval until an engineer or admin approves it, unless Auto-approve is on in that chat, or automatic command review approves an eligible command. See Autonomy and approvals.
- The SuperIT agent can't collect data from or run commands on a device without the SuperIT RMM agent.
- SuperIT does not replace your PSA. Tickets stay there; ticket automation writes back only what your ticket automation settings allow.
For the full list, see What SuperIT can and can't do.