What SuperIT reads from your PSA, how it stays up to date, and what it writes back
SuperIT keeps a working copy of what it needs from your PSA (your ticketing system): your client companies, their contacts, your staff, and tickets with their notes. Your PSA stays the system of record. SuperIT stays up to date through webhooks, with a regular poll as a safety net, and writes back only in the ways your settings allow.
What SuperIT reads
- Reference data: statuses, priorities, boards or queues, types and similar lists. SuperIT reads these when you connect and refreshes them daily.
- Companies: your client companies. Contacts and tickets sync only for the companies you link to a SuperIT team: your own company to your service provider team, each client company to its own managed team. See Teams and users.
- Contacts and staff: the people who raise tickets, and your engineers.
- Tickets: tickets and their notes for linked companies, limited by the filters on the connection (for example, boards or queues).
Each setup guide covers the details for your PSA: ConnectWise, Halo PSA, Autotask and Accelo.
How SuperIT stays up to date
Webhooks tell SuperIT as soon as a ticket changes, so it can react straight away. How the webhook is set up depends on your PSA:
| PSA | Webhook setup |
|---|---|
| ConnectWise | Usually set up by you in ConnectWise. SuperIT can only register it automatically when its API member has admin-level permissions. See Set up the ConnectWise callback. |
| Halo PSA | Set up by you in Halo. See Halo webhooks. |
| Autotask | Registered automatically by SuperIT. |
| Accelo | Not supported yet. Accelo connections update by polling. See Accelo webhooks. |
Polling is the safety net. While Ticket polling fallback is on, SuperIT also checks your PSA every hour by default for anything a webhook missed, so changes still arrive if a webhook isn't set up or stops working, just more slowly.
Status categories control what SuperIT does
SuperIT doesn't know what your PSA statuses mean until you tell it. Give each status a category:
- NEW: the ticket hasn't been picked up yet.
- OPEN: work is in progress.
- CLOSED: the ticket is finished.
SuperIT starts its automatic work on a ticket, such as triage and investigation, only when the ticket is in a categorised status. A ticket in a status with no category isn't triaged or investigated. Closed statuses matter too: SuperIT learns from closed tickets for the knowledge base and insights.
Set categories at Settings → Ticket automation → Custom triage instructions, on the Status tab. Do this on the team that has the PSA connected, usually your service provider team (your MSP or IT team), not on a client's managed team. To categorise many statuses at once, use the Manage with button (it shows your AI agent's name), and SuperIT proposes a category for each one.
What SuperIT writes back to your PSA
SuperIT writes to your PSA in two ways:
- In conversations. When the SuperIT agent is helping an engineer, an admin or an end user, it can create a ticket or update one, for example to add a note or change its status, as part of that conversation.
- Through ticket automation. When SuperIT triages or investigates tickets on its own, its results stay in SuperIT by default. You choose whether it adds a note to the PSA ticket, or also updates ticket fields, under Settings → Ticket automation. You can also stop automated triage changing particular fields. See Ticket automation.
Checking a connection
Each connection's Permissions tab shows what SuperIT can read and write in your PSA, and whether each one is working, based on SuperIT's real calls to your PSA. If something isn't working, the row names the PSA permission to grant.
What it does not do
- SuperIT doesn't replace your PSA. Tickets stay there, and status, priority and type values are read as they are.
- Contacts and tickets don't sync for companies that aren't linked to a team.
- With the default ticket automation settings, automatic triage and investigation write nothing to your PSA.