If your IT team or IT provider uses SuperIT, you can get help by chatting with SuperIT, an AI agent, in the SuperIT web app. SuperIT can answer questions, look at your computer to find the cause of a problem, try a fix within the rules your IT team sets, and hand the issue to a person on your IT team when it can't solve it.
Your IT team may have given SuperIT a different name in the app. It is the same assistant.
Ways to reach SuperIT
The SuperIT web app. Go to app.superit.ai and sign in with the account your IT team set up for you, usually your Microsoft work account. Start a new chat and describe your problem.
A link in a ticket update. When you raise a ticket with your IT team, SuperIT may add an update to it that says it has looked into your request and has something to try. The update includes a Start resolution chat link. Select it to open a chat with SuperIT about that ticket. Updates written by SuperIT say they were written by AI on behalf of your support team. Your IT team can see the chat and the ticket.
Microsoft Teams and Slack (Beta). If your IT team has set it up, you can also chat with SuperIT in Microsoft Teams or Slack. Ask your IT team whether it's available to you.
There is no phone line, text message or email address for SuperIT.
Describe the problem
Write the way you would explain it to a colleague. You don't need technical words, and you don't need to know anything about your computer's settings. SuperIT can check those itself.
Useful things to include:
- What you were trying to do, for example "printing a PDF" or "opening Outlook".
- What happened instead, and the exact text of any error message.
- When it started, for example "this morning" or "after a restart".
- Whether it stops you working or is just annoying.
Examples that work well:
- "My laptop has been really slow since this morning and Teams keeps freezing."
- "I can't print to the office printer. It says the printer is offline."
- "Outlook keeps asking for my password."
You can paste a screenshot into the chat if it helps show the problem.
What happens next
- SuperIT answers simple questions straight away. For a problem or a request, SuperIT creates a ticket with your IT team, or uses the ticket you already have, so the work is recorded.
- SuperIT asks questions if it needs more detail.
- SuperIT may check your computer through the SuperIT RMM agent, for example memory, disk space or recent errors. See What SuperIT can see on your computer.
- SuperIT suggests a fix. It either guides you through the steps or makes the change on your computer, within the rules your IT team sets.
- SuperIT checks with you that the problem is fixed.
You can only see your own tickets.
When SuperIT needs to make a change
SuperIT works within the rules your IT team sets. For each command SuperIT wants to run on your computer:
- Some commands are allowed and run straight away, usually ones that only read information.
- Some commands need approval from your IT team. You are never asked to approve a command. In your chat, a command that needs approval is denied automatically, and if SuperIT can't help without it, it hands the issue to your IT team.
- Some commands are blocked and never run.
If you want to know what SuperIT is doing on your computer, ask it to explain.
When a person takes over
SuperIT hands your issue to a person on your IT team when:
- it has tried several fixes and none worked,
- the fix needs access or approval SuperIT doesn't have,
- the problem is outside what SuperIT can do, or
- you ask for a person.
To ask for a person at any time, write "I'd like to talk to a technician", or open the More actions menu next to the message box and select Escalate to Technician.
When SuperIT hands over, it writes a summary on your ticket: what you asked for, what it checked, what it tried and what it suggests next. The technician starts from that summary, so you don't need to explain everything again. SuperIT tells you in the chat that it has handed over. How quickly a technician responds depends on your IT team's support hours.
Urgent problems
SuperIT can help with urgent issues. For critical issues, such as a full system outage or a security incident, follow the process your IT team or provider gave you.
If something isn't working
- If SuperIT misunderstands you, say it a different way or add more detail.
- If a suggested fix doesn't work, tell SuperIT what happened.
- If you can't sign in to the SuperIT app, contact your IT team. They manage your account.