Short answers to the questions MSPs and IT teams ask most about SuperIT
Short answers to the questions MSPs and IT teams most often ask about SuperIT. Each answer links to the page with the details.
Setup and PSA
Do I need a PSA to use SuperIT?
No. You can install the SuperIT RMM agent and chat with SuperIT about a device without connecting a PSA. Ticket triage and investigation need a connected PSA. See Set up SuperIT for your MSP.
Which PSAs does SuperIT support?
SuperIT supports ConnectWise PSA, Halo PSA and Autotask. Accelo is in Beta: Accelo connections update by polling, and Accelo webhooks aren't supported yet. If your ticketing system isn't listed, an admin can ask SuperIT in chat to connect your PSA, then choose Other and tell us which one you use. You can also email [email protected]. See PSA integrations overview.
Why isn't SuperIT triaging or investigating my tickets?
Check four things: that the ticket's company is linked to a team, that the ticket matches the PSA connection's filters, that your PSA ticket statuses are mapped to NEW, OPEN or CLOSED, and that the automation preset isn't None. Without webhooks, new tickets arrive only when SuperIT polls your PSA, every hour by default. See Set up SuperIT for your MSP.
How quickly does SuperIT see a new ticket?
With webhooks set up, straight away. Without webhooks, SuperIT polls your PSA every hour by default, while Ticket polling fallback is on. Accelo connections always update by polling. See How PSA sync works.
Will SuperIT change my tickets in the PSA?
Automatic triage and investigation don't write to your PSA on the recommended Balanced preset: their notes stay in SuperIT, and you choose when notes go to the PSA as internal notes and when triage may update ticket fields. Chats are different. In a chat, including an end-user chat, SuperIT can create tickets in your PSA and add notes to them so the work is recorded. See Ticket automation.
How do I stop triage changing particular ticket fields, such as the title?
Add the fields to Fields automated triage may not change, under Settings → Ticket automation → Automation settings, in the Triage section. It applies when Triage note location is Update PSA ticket. A service-provider admin can push the same list to many managed teams with Apply to managed teams…. See Fields automated triage may not change.
Can I connect two PSAs at once, for example while migrating?
Yes. A team can have more than one PSA connection, and one is marked as the primary connection. If you're migrating from one PSA to another, email [email protected] before you connect the new one. See PSA integrations overview.
Can end users see the knowledge base?
No. The knowledge base is for your team and the SuperIT agent. End users can't see it. See Teams and users.
The SuperIT RMM agent
Does SuperIT replace my RMM?
No. The SuperIT RMM agent works alongside your existing RMM, and you can deploy it with your RMM tool. See SuperIT RMM agent overview.
Which operating systems does the SuperIT RMM agent support?
Windows is generally available, as an installer for Intel/AMD (x64) and ARM64 devices. macOS and Linux are in Beta: contact [email protected] for beta access. See SuperIT RMM agent requirements.
How do I deploy the SuperIT RMM agent to many devices?
One way is a single script in your RMM that installs the MSI silently, with each client's install key stored in a per-client custom field. Install keys are long, so use a field type that won't truncate them. See Install the SuperIT RMM agent.
Does the SuperIT RMM agent work with ThreatLocker and other security tools?
Yes, with an allow rule. Our Windows agent is shipped signed with our code signing certificate, published by "Super IT Pty Ltd", so ThreatLocker can allow it by certificate. The agent also starts PowerShell to run commands, so your security tool must allow that. See ThreatLocker.
Does SuperIT need domain admin rights on devices?
No. Chat commands run as the signed-in user by default, and every chat command is checked against your command policies. Chat commands that run as SYSTEM need approval from an engineer or admin, unless an engineer or admin has turned on Auto-approve in that chat, or automatic command review, which is rolling out to all teams, approves a read-only diagnostic your command policies allow. Workflow actions that run on a device run as SYSTEM and follow their own authorization policy instead. See Command policies and approvals.
Approvals and safety
Who approves the commands SuperIT wants to run?
Admins and engineers approve or deny each command on the approval card in the chat. End users are never asked to approve a command: in an end-user chat, a command that needs approval is denied automatically, and SuperIT hands the issue to your engineers if it can't help without it. Command Approvals, in the account menu, lists requests and their status. See Autonomy and approvals.
Why does SuperIT ask for approval before some commands?
Some commands need approval by default, and any command that no rule matches needs approval. Admins can adjust team rules under Settings → Command policies. See Command policies and approvals.
What happens when SuperIT can't fix something?
SuperIT hands the issue to your engineers: it writes a summary of what it found and tried on the ticket and notifies your engineers in SuperIT. See How SuperIT works.
End users
How do end users reach SuperIT?
In the SuperIT web app at app.superit.ai, from the Start resolution chat link SuperIT can add to their ticket, or in Microsoft Teams or Slack (Beta). See Get help from SuperIT.
Can I rename the SuperIT agent or white-label SuperIT?
You can rename the SuperIT agent under Settings → General → AI assistant → AI Agent Name. To ask about other branding, email [email protected]. See AI assistant settings.
Workflows and automation
Can SuperIT onboard or offboard users?
Yes, through workflow actions you build for your environment. An action can, for example, create or disable a Microsoft 365 user, reset their password, revoke their sessions, and change their groups and licences, using a Microsoft Graph credential. No onboarding or offboarding actions ship with SuperIT; you can ask SuperIT to build one with you in a chat. See Workflows and actions and the automation guides.
Can SuperIT change things in Microsoft 365?
Only through workflow actions. The Microsoft 365 connection gives SuperIT read-only access. Changes such as password resets and licence assignments go through an action with a Microsoft Graph credential, under the action's authorization policy. See What SuperIT can do in Microsoft 365.
Can SuperIT run my own PowerShell scripts?
Yes. Save the script as a workflow action, publish it, and SuperIT can run it in a chat, or your engineers can run it from the app. Actions run in SuperIT's cloud sandbox or, for PowerShell, on a Windows device through the SuperIT RMM agent. Python and browser automation with Playwright are supported in the cloud sandbox. See Create an action.
Can SuperIT log into a vendor portal that has no API?
Yes, with a Playwright action, which drives a headless browser in SuperIT's cloud sandbox. The portal must be reachable from the public internet. See Sandbox and runtime reference.
Who can run an action, and does it need approval?
Each action's authorization policy decides who may run it and who must approve it. An action with no policy can be run only by Engineers and Admins, without approval. Approval requests expire after 7 days. See Authorization policies and approvals.
Security and data
Where is my data hosted?
Customer data at rest is stored in Australia, on Google Cloud in Sydney. A defined set of sub-processors outside Australia process limited data in transit, for AI inference, agent messaging, email, billing, observability and analytics.
Which AI providers does SuperIT use?
SuperIT uses AI models from Anthropic, Google (Vertex AI) and OpenAI.
Is my data used to train AI models?
SuperIT doesn't train its own AI models, and your data isn't used to train third-party AI models.
SuperIT does review data and use it in evaluations and testing to improve the product. SuperIT may also use anonymised, aggregated data for reporting, insights and statistics, and to find patterns in system data.
How is my data protected?
Data is encrypted in transit and at rest. High-value secrets, such as your PSA credentials, are also encrypted by the SuperIT application itself. Role-based access is enforced on the SuperIT server, and every tool call the SuperIT agent makes is recorded in an audit record.
Does SuperIT support multi-factor authentication?
When you sign in with Microsoft or Google, your identity provider's multi-factor authentication applies, and we recommend you enforce it there. Multi-factor authentication for email and password sign-in is on the roadmap.
Is SuperIT SOC 2 or ISO certified?
Not yet. SuperIT is actively working towards SOC 2, ISO 27001 and ISO 42001 certification, and doesn't hold these certifications today.
What happens to my data if we stop using SuperIT?
Customer data is deleted within 90 days of offboarding, unless the law requires otherwise.
How do I report a security vulnerability?
Email [email protected].
Where can I find more detail on security?
Our Security & Trust Overview is available to customers and partners on request. Email [email protected] to ask for it.
Support
How do I get support?
Chat with SuperIT in the SuperIT app, or email [email protected]. See Get support for what to include in your request.