Super IT's PSA integration uses a multi-tenant architecture that allows manager teams to configure PSA connections and distribute tickets to managed teams. This guide explains how to organize your teams for optimal PSA integration and ticket routing.

Understanding Team Hierarchy

Manager Teams

Manager teams are responsible for: - PSA Connections: Setting up and maintaining ConnectWise and Halo PSA integrations - Client Assignment: Linking companies/clients to appropriate managed teams - Oversight: Monitoring ticket flow and team performance across all managed teams - Configuration: Managing field mappings, status workflows, and sync settings

Managed Teams

Managed teams focus on: - Ticket Resolution: Working tickets assigned from specific companies/clients - AI Assistance: Using Sparky for enhanced ticket support and automation - Client Relationships: Building expertise with assigned clients and their environments - Specialized Support: Providing focused support based on client needs or technical expertise

Team Relationships

Manager Team A
├── Managed Team 1 (Clients: Company A, Company B)
├── Managed Team 2 (Clients: Company C, Company D)
└── Managed Team 3 (Clients: Company E, Company F)

Manager Team B  
├── Managed Team 4 (Clients: Client X, Client Y)
└── Managed Team 5 (Clients: Client Z)

Step 1: Plan Your Team Structure

Assess Current Organization

Before configuring PSA integration, evaluate your current structure:

Team Capabilities: - What technical specializations do your teams have? - Which teams handle which types of clients currently? - How are tickets currently distributed and managed? - What are the capacity and workload differences between teams?

Client Requirements: - Which clients have specific support requirements or SLAs? - Are there geographic or timezone considerations? - Do any clients require specialized expertise (compliance, industry knowledge)? - What are the volume patterns for different clients?

Step 2: Configure Manager Teams

Set Up PSA Connections

Manager teams configure and maintain PSA connections:

1. Connect PSA Systems: Set up ConnectWise and/or Halo PSA connections
2. Configure Sync: Establish sync schedules and data filters
3. Set Up Webhooks: Enable real-time updates where supported
4. Test Integration: Verify data flow and system health

Manage Company/Client Data

Import and organize companies/clients from PSA systems:

Data Import: - Sync company/client lists from ConnectWise or Halo PSA - Review and clean up inactive or duplicate entries - Verify company/client information accuracy - Set up data validation and quality checks

Organization: - Group similar companies/clients for easier management - Tag clients with relevant attributes (size, industry, SLA tier) - Set up client hierarchies for multi-location clients - Configure client-specific settings and preferences

Step 3: Configure Managed Teams

Create Managed Teams

Set up teams that will receive and work PSA tickets:

1. Team Creation: Create managed teams in Super IT
2. Member Assignment: Add team members and set roles
3. Permissions: Configure appropriate access permissions
4. Specialization: Set team focus areas and expertise tags

Link Teams to Companies/Clients

Establish routing from PSA companies/clients to managed teams:

ConnectWise Companies: - Link ConnectWise companies to specific managed teams - Configure service board assignments per company - Set up status mappings for team workflows - Establish escalation procedures

Halo PSA Clients: - Create client-team links for ticket routing - Configure sync preferences (tickets, assets) - Set up conditional routing based on ticket type - Establish client-specific support procedures

Configure Team Workflows

Customize how teams work with PSA tickets:

Status Workflows: - Map PSA statuses to team-specific workflows - Configure Sparky AI integration for status transitions - Set up automatic escalation triggers - Define team-specific resolution procedures

Priority Handling: - Configure priority mappings for different clients - Set up SLA-based escalation rules - Define emergency procedures for critical tickets - Establish after-hours support protocols

Team structure planned? Continue with Sparky Integration to understand how AI enhances your PSA workflows, or review Security and Privacy for compliance and data protection information.