Connect Accelo to SuperIT

This guide connects Accelo to SuperIT so SuperIT can sync your Accelo companies, contacts, staff and tickets, and work those tickets with your engineers. You create a service application in Accelo, enter its credentials in SuperIT, choose which tickets sync, and link each Accelo company to a SuperIT team. Contact [email protected] before you connect Accelo.

Before you begin

• Admin access to the SuperIT service-provider team that will own the connection. Only an Admin can create or change a PSA connection.
• Access in Accelo to create an API application.
• Your Accelo deployment name: the first part of your Accelo address. For acme.accelo.com, the deployment is acme.

What syncs from Accelo

SuperIT also reads Accelo's ticket statuses, priorities, issue types and issue classes, which you use for filters and status categories.

Step 1: Create a service application in Accelo

SuperIT connects to Accelo with an OAuth 2.0 service application (the client credentials flow). There is no sign-in prompt: SuperIT uses the application's client ID and client secret.

1. In Accelo, register a new API application of type Service. See Accelo's API documentation for where to register it.
2. Copy the application's client ID and client secret.

Step 2: Add the connection in SuperIT

1. In SuperIT, go to Settings → Integrations → PSA provider.
2. If no PSA is connected, choose Accelo under Select your PSA system. If one is already connected, click Add Connection and choose Accelo.

3. Fill in the form:

   Field	What to enter
   Connection name	A name to recognise the connection, such as Accelo.
   Deployment	Your Accelo deployment subdomain, for example acme for acme.api.accelo.com. Enter only the subdomain: lowercase letters, numbers and hyphens.
   Client ID	The client ID from Step 1.
   Client secret	The client secret from Step 1. SuperIT stores it encrypted.
   Ticket polling fallback	Leave on. Accelo connections get ticket changes only by polling.
   Polling lookback (minutes)	How far back each poll looks. The default is 240.

4. Click Test connection. SuperIT checks your credentials against Accelo and shows Connection successful or Connection failed with the reason.

5. Click Save connection. SuperIT tests the credentials again and saves the connection only if the test passes.

When you save, SuperIT starts syncing Accelo's reference data and your company list. If this is your first PSA connection, it becomes the primary connection.

To change the connection later, click Manage Connection on its card and open Configure & Test. Leave Client secret blank to keep the existing secret. The edit form also has Max API calls per minute: leave it at 0 for no limit.

Step 3: Check the reference data

1. On the connection card, click Manage Connection and open the Sync tab.
2. Check that Statuses, Priorities, Issue types and Issue classes have synced.

If the Filters tab shows "No reference data available", click Sync reference data and wait for it to finish.

Step 4: Set your filters

Open the Filters tab. Under Ticket Filters ("Control which Accelo issues are synced by priority, type, and class."):

• Priorities, Issue Types and Issue Classes: which Accelo tickets sync. Leave a filter empty to sync all.
• Sync history: how far back tickets are imported.

Click Save filters.

Step 5: Map your ticket statuses

SuperIT doesn't triage or investigate a ticket until its status has a category.

1. On the team that has the PSA connected, usually your service provider team, go to Settings → Ticket automation → Custom triage instructions. The Status instructions table is below AI Instructions on the same page.
2. For every Accelo status you use, set Category to NEW, OPEN or CLOSED.
3. Optionally add AI instructions to explain when a status should be used.

To categorise many statuses at once, click the Manage with button (it shows your AI agent's name). Custom triage instructions apply to the primary connection. See How sync works.

Step 6: Link companies to teams

Contacts and tickets sync only for Accelo companies you link to a SuperIT team.

1. On Settings → Integrations → PSA provider, click Manage teams on the Accelo connection card.
2. If SuperIT asks Which Accelo company is yours?, choose your own company and click Link team. Its tickets go to your service-provider team.
3. Click Add team for each client company you want SuperIT to work on. Each one gets its own managed team.

Linking a company starts its first sync: contacts first, then tickets as far back as Sync history allows. For how linking works, see Teams and users.

Webhooks

Accelo webhooks aren't supported yet. Don't create a webhook in Accelo for SuperIT. Accelo connections update by polling: while Ticket polling fallback is on, SuperIT checks Accelo for ticket changes every hour by default, so new and updated tickets reach SuperIT after the next poll rather than straight away.

How SuperIT writes to Accelo

By default, ticket automation writes nothing to Accelo. It writes only when you change the note locations at Settings → Ticket automation → Automation settings. In a conversation, SuperIT can still create or update an Accelo ticket, and a person approves each note before it is added. See What SuperIT writes back to your PSA.

• Notes are added to the ticket as Accelo activities. Internal notes are added with private visibility; customer-visible notes are added with visibility set to all.
• SuperIT changes a ticket's status only through an Accelo progression that is available from the ticket's current status, so your Accelo workflow rules still apply. If no progression leads to the target status, the status isn't changed.

What it does not do

• Accelo has no permission model that SuperIT can check, so the Permissions tab shows "No permission information available for this connection."
• The Pod isn't available for Accelo.
• SuperIT doesn't use a guided setup wizard for Accelo; you use the connection form.
• SuperIT doesn't read Accelo assets.
• SuperIT doesn't support Accelo webhooks yet. Ticket changes arrive by polling.

Verify it worked

1. On Settings → Integrations → PSA provider, check the Accelo connection card shows Connected.
2. On Manage teams, check a linked company shows contacts and tickets.
3. Update a test ticket in Accelo for a linked company and check the change appears in SuperIT after the next poll, which can take up to an hour.

If something goes wrong

• Connection failed when you test or save. Check Deployment is only the subdomain (for example acme, not acme.accelo.com), and that the client ID and secret belong to a service application.
• The filter lists are empty. Click Sync reference data on the Filters tab.
• A company is missing from Manage teams. Companies with an inactive standing in Accelo aren't listed.
• Ticket changes take up to an hour to appear. This is expected: Accelo connections update by polling, not webhooks. Check Ticket polling fallback is on. See Webhooks.

Still stuck: contact [email protected] with the connection name and the time of the failure.

Related

• PSA integration overview
• How sync works
• Ticket automation
• Teams and users