This page defines the terms used in the SuperIT app and in these docs, in alphabetical order. Each entry links to the page that covers the term in full.
Action
An action is a script, in PowerShell, Python or Playwright (browser automation), that SuperIT runs for you in its cloud sandbox or on a device through the SuperIT RMM agent. Actions are built in Workflows → Actions, often with the SuperIT agent in a chat, and run only once published. The SuperIT agent can run them in a chat, engineers can run them from the app, and investigations can recommend them on tickets. See Workflows and actions.
AI agent name
The AI agent name is the name the SuperIT agent uses in your app. These docs call the agent SuperIT, but each team or service provider can rename it 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.
Authorization policy
An authorization policy is an ordered list of rules that decides who may run a workflow action and who must approve each run. Each rule pairs a requester (Anyone or Specific groups) with an approver (No approval needed or Require approval from), and the first matching rule wins. An action with no policy can be run only by Engineers and Admins. Authorization policies are separate from command policies. See Authorization policies and approvals.
Auto-approve
Auto-approve is a per-chat setting that lets the SuperIT agent run commands in that chat without asking for approval each time, including commands that run as SYSTEM. Only Admins and Engineers can turn it on. Command policies that block a command still apply. See Autonomy and approvals.
Automatic command review
Automatic command review is an AI reviewer, rolling out to all teams, that can approve eligible commands that would otherwise need approval, in engineer and admin chats and during automatic ticket investigations. It only approves simple Windows commands that pass its safety checks, and as SYSTEM only reviewed read-only diagnostics your command policies allow. A Deny rule always wins. See Command policies and approvals.
Automation preset
An automation preset is a ready-made set of ticket automation settings, chosen under Settings → Ticket automation → Automation settings → Agent autonomy. The presets are Full, Balanced (recommended), Custom and None. Balanced triages and investigates tickets, keeps notes in SuperIT only, and does not contact end users. See Ticket automation.
Cloud sandbox
The cloud sandbox is where SuperIT runs workflow actions by default: a fresh, isolated container for each run that can reach the public internet but not your private networks. See Sandbox and runtime reference.
Command policy
A command policy is a set of rules that decides whether the SuperIT agent may run a command on a device. Each rule allows a command, blocks it, or requires approval. A command that no rule matches needs approval, and some global rules can't be changed. See Command policies and approvals.
Credential
A credential stores what a workflow action needs to call another system, such as a Microsoft Graph sign-in or an API key. Credentials are encrypted at rest, managed under Workflows → Credentials, and reach a script as CREDENTIAL_* environment variables when it runs. See Credentials.
Custom triage instructions
Custom triage instructions are rules, written in plain language, that guide how the SuperIT agent triages your tickets. You can add instructions for the whole connection and for individual statuses, ticket types, priorities and agreements. They're under Settings → Ticket automation → Custom triage instructions. See Ticket automation.
End-user chat
End-user chat is a conversation between the SuperIT agent and an end user about an IT problem. End users chat with the SuperIT agent in the SuperIT web app, in Microsoft Teams or Slack (Beta), or by opening the Start resolution chat link the SuperIT agent can add to their ticket. End users are never asked to approve a command: 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. Contacting end users from tickets is on in the Full automation preset and off in Balanced. See Get help from SuperIT.
Escalation
Escalation, also called a handoff, is when the SuperIT agent passes an issue to a person on your team. The SuperIT agent escalates when it can't resolve an issue, needs access or approval it doesn't have, or the end user asks for a person. It writes a summary of what it found and tried on the ticket. See How SuperIT works.
Global settings
Global settings are the settings of your service-provider team, shown under Settings as Global settings. Managed teams follow some of these settings, such as the AI agent name and triage instructions. In a managed team or a normal team, the same menu is called Team settings. See Teams and users.
Insights
Insights are findings SuperIT draws from patterns across your tickets, such as recurring issues, documentation gaps or security concerns. You can act on an insight or dismiss it, and admins can get a weekly insights email. Insights appear on the Insights page. See How SuperIT works.
Install key
An install key is the code you enter when installing the SuperIT RMM agent, so the device registers to the right team. You generate one under Devices → Add new device → Generate key. It is shown only once, and one key can be used on many devices. See Install the SuperIT RMM agent.
Investigation
An investigation is the SuperIT agent's work on a ticket after triage: it reads the ticket, related tickets and your knowledge base and, where the SuperIT RMM agent is installed, checks the device, to find the likely cause and next steps. Engineers can also start an investigation in a chat: SuperIT works in rounds, asks for approval of each round's device commands, and writes a report. See Investigations and How SuperIT works.
Investigation note
An investigation note is the note the SuperIT agent writes with the results of an investigation. Depending on your ticket automation settings, it stays in SuperIT only or is added to the ticket in your PSA as an internal note. See Ticket automation.
Knowledge base
The knowledge base is your team's set of articles: articles SuperIT builds from your past tickets, and articles your team writes or edits. The SuperIT agent uses them when it investigates, in a similar way to its built-in Skills, as guidance on how your environment works. End users can't see it. It appears on the Knowledge base page. See How SuperIT works.
Level 0 agent
Level 0 agent is SuperIT's ticket automation role: the SuperIT agent works on incoming tickets on its own, triaging and investigating them, resolving what it is allowed to, and handing the rest to your engineers with a summary. Your automation preset sets how far it goes. See How SuperIT works.
Linked company
A linked company is a company (or client) in your PSA that you have linked to a SuperIT team, so SuperIT syncs its tickets. You link it with Link to managed team or Link to this team. Tickets from companies that aren't linked aren't synced. See the company guide for your PSA, for example ConnectWise companies and teams.
Managed team
A managed team is a SuperIT team for one of your clients, under your service-provider team. Linking a PSA company with Link to managed team creates one named after the company. Each managed team keeps its own devices, users and tickets. See Teams and users.
Needs approval
Needs approval is the command policy result that pauses a command until someone approves it. Admins and Engineers approve or deny it on the approval card in the chat, or automatic command review may approve it, and can see requests on the Command Approvals page. Any command no rule matches needs approval. See Command policies and approvals.
Normal team
A normal team is a SuperIT team that is neither a service-provider team nor a managed team. Its settings menu is called Team settings. Self-serve sign-up creates a service-provider team, not a normal team.
Pod
The Pod is the SuperIT panel or custom tab that shows inside a ticket in your PSA, so engineers can see the ticket summary and talk to the SuperIT agent without leaving the PSA. Each engineer signs in to the Pod once. See The Pod.
Primary connection
The primary connection is the PSA connection SuperIT uses by default when you have more than one, marked with a star under Settings → Integrations → PSA provider. SuperIT imports service-provider staff from the primary connection, and the SuperIT agent's chats across your managed teams use it. See PSA integrations overview.
PSA connection
A PSA connection is the link between SuperIT and your PSA (ConnectWise PSA, Halo PSA, Autotask, or Accelo in Beta), set up under Settings → Integrations → PSA provider. It holds the API credentials, filters, webhooks and permissions for that PSA. See PSA integrations overview.
RMM agent
The SuperIT RMM agent is a service you install on the devices you support. Windows is generally available; macOS and Linux are in Beta. It sends device health data to SuperIT and runs the commands the SuperIT agent or an engineer requests, within your command policies. See SuperIT RMM agent overview.
Schedule
A schedule runs a published workflow action every N days. Schedules are created and managed in a chat with the SuperIT agent; there are no calendar (cron) schedules. See Run and schedule actions.
Service-provider team
A service-provider team is the SuperIT team for an MSP. It holds your PSA connections, your staff and your global settings, and manages one managed team per client. Self-serve sign-up creates one. See Teams and users.
Skills
Skills are the built-in playbooks the SuperIT agent follows, for example Dispatch, Discovery, Troubleshooting, Resolution and Escalation. They ship with SuperIT, are the same for every customer and can't be edited. You shape the agent's behaviour with your knowledge base, Team Context, custom triage instructions and command policies instead. See How SuperIT works.
Status category
A status category groups your PSA ticket statuses into three: NEW, OPEN and CLOSED. SuperIT uses the category to decide what the SuperIT agent may do on a ticket and to separate open from closed tickets in reports and analysis. You map each PSA status to a category after connecting your PSA. See Set up SuperIT for your MSP.
SuperIT Ticketing
SuperIT Ticketing is the ticket system built into SuperIT, for teams that don't connect a PSA. It isn't a PSA you connect. See PSA integrations overview.
Triage
Triage is the first step the SuperIT agent takes on a new ticket: it suggests or sets fields such as type, subtype, priority and agreement, guided by your custom triage instructions. See Ticket automation.
Triage note
A triage note is the note the SuperIT agent writes explaining its triage. Depending on your settings, it stays in SuperIT only, goes to your PSA as an internal note, or accompanies updates to the ticket's fields. See Ticket automation.
Workflows
Workflows are SuperIT's automation tool, found under Workflows in the app. They're made of actions, with credentials and authorization policies. Admins build actions with the SuperIT agent in a chat, and Engineers and Admins can build them in the action editor, for moves, adds and changes and as custom tools for the agent, and service-provider teams can publish them to managed teams. See Workflows and actions.