Quick setup guide for connecting your first PSA system to Super IT
Before You Begin
PSA integration is configured by manager teams who oversee multiple client support teams. If you're setting up PSA integration, you'll need manager team access in Super IT.
This guide walks you through connecting your first PSA system to Super IT and getting tickets flowing to the right teams.
Setup Timeline
Estimated Timeline
🕐 Setup: 15-30 minutes
🔧 Configuration: 10-15 minutes
✅ Testing: 5-10 minutes
🚀 Deploy: Immediate
Quick Setup Overview
- Connect your PSA system (ConnectWise or Halo PSA)
- Link companies/clients to your support teams
- Test ticket flow and AI integration
- Go live with full PSA integration
Step 1: Choose Your PSA System
🏢 Enterprise Integration
Best for: Established MSPs with complex workflows
Features: - Full ticket sync and company management - Custom field mapping capabilities - Multi-board configuration support - Advanced workflow integration
Requirements: - API member account with appropriate permissions - Company ID and API URL - Network access to ConnectWise servers
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🚀 Modern Integration
Best for: Growing MSPs with modern infrastructure
Features:
- Modern API connectivity with OAuth2
- Real-time webhooks for instant updates
- Streamlined client management
- Asset synchronization capabilities
Requirements: - Admin access for OAuth app creation - Tenant ID and API base URL - Webhook endpoint accessibility
Set up Halo PSA →{ .md-button .md-button--primary }
🔗 Hybrid Approach
Best for: MSPs with diverse client requirements
Benefits: - Connect multiple PSA systems to one manager team - Route different clients through different systems - Maintain unified AI assistance across all systems - Gradual migration between PSA platforms
Setup Process: 1. Set up each PSA system separately 2. Configure team routing per system 3. Use team management to organize
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Step 2: Connect Your PSA System
ConnectWise Setup
You'll need: - ConnectWise company ID - API public/private key pair - ConnectWise server URL - Admin access to ConnectWise
Halo PSA Setup
You'll need: - Halo PSA tenant URL - Client ID and secret - API access permissions - Admin access to Halo PSA
Both integrations use secure, read-only access by default with optional write permissions for ticket updates.
Step 3: Configure Company/Client Routing
After connecting your PSA system, link specific companies (ConnectWise) or clients (Halo PSA) to your support teams:
For ConnectWise: 1. View synced companies in Super IT 2. Link each company to a managed team 3. Configure service board and status mappings
For Halo PSA:
1. Review synced clients in Super IT
2. Create client-team links for ticket routing
3. Set up webhook endpoints for real-time sync
Detailed instructions: Team Management Guide
Step 4: Test Integration
Verify Ticket Sync
- Check that existing tickets appear in Super IT
- Confirm tickets are routed to correct teams
- Test ticket status updates (if write access enabled)
Test AI Integration
- Open a ticket conversation with Sparky
- Verify Sparky can access PSA ticket information
- Test ticket creation and updates through AI
Check Security
- Review connection health in Super IT dashboard
- Verify webhook endpoints (Halo PSA)
- Confirm field mappings work correctly
Step 5: Go Live
Inform Your Teams - PSA tickets now appear in Super IT - Sparky can assist with all ticket types - Existing PSA workflows remain unchanged
Monitor Performance - Check sync status daily for first week - Review ticket routing accuracy - Monitor team adoption and feedback
Scale Gradually - Start with pilot teams or specific clients - Add more companies/clients as confidence grows - Connect additional PSA systems as needed
What to Expect
Immediate Benefits
- Unified ticket view across PSA systems
- AI assistance for all tickets
- Automated routing to correct teams
Sync Timing
- Initial sync: 5-15 minutes depending on ticket volume
- Ongoing sync: Real-time (webhooks) or every 15 minutes (polling)
- Status updates: Near real-time in both directions
Team Experience
- No workflow changes required
- Enhanced AI support for ticket resolution
- Improved visibility into client ticket status
Common First Steps
Week 1: Pilot Testing - Connect one PSA system - Link 2-3 companies/clients to test teams - Verify ticket flow and AI functionality
Week 2: Gradual Rollout - Add remaining companies/clients - Train teams on AI-enhanced workflows - Monitor sync performance and accuracy
Week 3: Full Operation - Connect additional PSA systems if needed - Optimize field mappings and routing rules - Review analytics and team feedback
Getting Help
Setup Issues
- Check troubleshooting guides for your PSA system
- Verify API credentials and permissions
- Contact Super IT support for connection problems
Team Training
- Share Sparky integration guide with support teams
- Review security and privacy policies with stakeholders
- Schedule team training sessions as needed
Ongoing Support
- Monitor connection health in Super IT dashboard
- Review sync logs for any errors
- Update API credentials before expiration
Ready to connect your PSA system? Choose your integration:
- ConnectWise Setup Guide
- Halo PSA Setup Guide
- Team Management (after initial connection)
Questions? Contact your Super IT administrator or check our support documentation for additional help.