Add the SuperIT Pod to Your PSA

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Show a SuperIT panel inside ConnectWise, Halo PSA and Autotask tickets

The Pod is where engineers use SuperIT as a copilot inside your PSA: a SuperIT panel shown inside a ticket, where they see SuperIT's summary of the ticket and chat with SuperIT to investigate and resolve it without leaving the PSA. You set it up once per PSA connection from the connection's Pod tab in SuperIT, then add it in the PSA. ConnectWise shows it as a Pod, Halo PSA as a custom tab, and Autotask as a ticket insight.

Before you begin

  • A saved ConnectWise, Halo PSA or Autotask connection in SuperIT. The Pod isn't available for Accelo.
  • Admin access to the SuperIT service-provider team that owns the connection.
  • Admin access in your PSA to create a hosted API entry (ConnectWise), a custom tab (Halo PSA), or to enable an integration (Autotask).
  • In SuperIT, go to Settings → Integrations → PSA provider, click Manage Connection on the connection, and open the Pod tab. Keep it open: you copy values from it in the steps below.

What technicians see in the Pod

  • A header with the SuperIT team the ticket belongs to and an Open in SuperIT link.
  • SuperIT's summary of the ticket.
  • Conversations on this ticket, listing the SuperIT conversations about the ticket, and a New conversation button that starts a chat with SuperIT about it.

The Pod is read-only apart from chatting with SuperIT: it has no sync, rerun or delete actions. Each technician signs in to SuperIT inside the Pod the first time, using the same sign-in options as the SuperIT app.

If the ticket hasn't synced to SuperIT yet, or the technician has no access to its team, the Pod shows "This ticket isn't in SuperIT yet, or you don't have access to it."

Add the Pod to ConnectWise

Step 1: Set the ConnectWise origin in SuperIT

  1. On the Pod tab, find ConnectWise origin.
  2. In Origin, enter the address you open ConnectWise at, for example https://au.myconnectwise.net. This is not the API host.
  3. Click Save.

Only this origin is allowed to show the Pod. If it is empty or wrong, ConnectWise can't display the Pod.

Step 2: Create the hosted API entry in ConnectWise

  1. In ConnectWise, go to System → Setup Tables → Manage Hosted API.
  2. Create a new entry with the values from the ConnectWise setup table card on the Pod tab:
    • Description: SuperIT
    • Screen: Service Ticket
    • Type: Pod
    • Pod Height: 600
    • Origin: the origin shown on the Pod tab
    • URL: click Copy on the Pod tab and paste the URL exactly. It is case-sensitive.
  3. Save the entry.

Step 3: Each technician adds the Pod to their ticket screen

  1. Make sure the technician's ConnectWise security role has General → Manage Hosted API set to Allow.
  2. The technician opens any service ticket, clicks the gear icon, and chooses Pod Configuration.
  3. The technician drags SuperIT from Available to Displayed.

Add the Pod to Halo PSA

Step 1: Check the Halo origin

The Halo origin card on the Pod tab shows the address taken from the connection's Halo URL. Only this origin is allowed to show the Pod.

If the card says "No Halo URL is recorded for this connection", open the Configure & Test tab and save the connection again.

Step 2: Create the custom tab in Halo

  1. In Halo, go to Configuration → Custom Objects → Custom Tabs and click New.
  2. Use the values from the Halo custom tab card on the Pod tab:
    • Name: SuperIT
    • Entity: Tickets
    • Type: Iframe
    • URL: click Copy on the Pod tab and paste it. Halo fills in the ticket ID itself.
  3. Save the custom tab.

Step 3: Allow the tab on your ticket types

For each ticket type that should show the Pod:

  1. Go to Configuration → Tickets → Ticket Types and open the type.
  2. Under Allowed Values → Custom Tabs, add SuperIT, or tick Allow all Custom Tabs.
  3. Save the ticket type.

Add the Pod to Autotask

Step 1: Register the insight from SuperIT

  1. On the Pod tab, find the Ticket insight card.
  2. Click Register insight. SuperIT creates the SuperIT insight in your Autotask tenant through the API.
  3. Confirm the badge changes to Registered and an Insight id appears.

Running it again with Re-register is safe: it updates the existing insight.

Step 2: Turn it on in Autotask

  1. In Autotask, enable the SuperIT integration. It is usually under Admin → Extensions & Integrations → Integration Center.
  2. Add the SuperIT insight to the ticket categories that should show it. See Autotask's documentation for the exact steps in your version.
  3. Open a ticket to check the insight appears.

Verify it worked

  1. Open a ticket in your PSA that belongs to a company linked to a SuperIT team.
  2. Find the SuperIT Pod, custom tab or insight on the ticket.
  3. Sign in if asked, and confirm the ticket summary and Conversations on this ticket appear.

If something goes wrong

  • The Pod is blank or the PSA says the content can't be shown. For ConnectWise, check Origin on the Pod tab matches the address you open ConnectWise at. For Halo PSA, check the Halo origin card shows your Halo address. For Autotask, check the Ticket insight card shows Registered.
  • "This ticket isn't in SuperIT yet, or you don't have access to it." The ticket's company isn't linked to a team, the ticket hasn't synced yet, or the technician isn't a member of the ticket's team in SuperIT.
  • ConnectWise technicians can't see SuperIT under Pod Configuration. Their security role needs General → Manage Hosted API set to Allow.
  • Halo shows the tab on some tickets only. Allow the custom tab on every ticket type that should show it.
How PSA Sync Works Connect ConnectWise to SuperIT