Set up SuperIT for your MSP

This guide takes a managed service provider (MSP) from a new SuperIT account to SuperIT working in three ways: as a copilot your engineers talk to while they investigate and resolve tickets, as self-service help your clients' end users chat with for day-to-day IT requests, and as a Level 0 agent that triages and investigates incoming tickets on its own and hands the rest to your engineers with a summary. To get there you connect your PSA, your clients' Microsoft 365 tenants and their devices, so SuperIT can tie each ticket to the right person and computer. For how SuperIT works, see How SuperIT works.

Setting up an internal IT team instead? See Set up SuperIT for an internal IT team.

The steps at a glance:

1. Sign up and meet the onboarding chat
2. Connect your PSA
3. Link client companies to managed teams
4. Set up webhooks and map ticket statuses
5. Connect each client's Microsoft 365
6. Import end users and invite engineers
7. Deploy the SuperIT RMM agent to devices
8. Check each end user's ticket, identity and device links
9. Choose your Level 0 autonomy
10. Start a conversation with SuperIT

You can do every step in the app yourself, or let SuperIT guide you through most of them in the onboarding chat.

Before you begin

• A Microsoft or Google work account to sign up with. Sign-up offers Login with Microsoft and Login with Google only.
• Admin access to your PSA, so you can create the API credentials SuperIT needs. See PSA integrations overview for supported PSAs.
• For each client you start with: someone who can sign in to the client's Microsoft 365 tenant as a Global Administrator to grant consent (Step 5), and a few devices you can install the SuperIT RMM agent on. See RMM agent requirements.

Step 1: Sign up and meet the onboarding chat

1. Go to the SuperIT sign-up page and choose Login with Microsoft or Login with Google.
2. On Choose plan, confirm the plan. The Free plan is shown as Get started for free with Start Free Plan. A paid plan continues to Stripe for payment details.
3. SuperIT creates a service provider team for your MSP, makes you its admin and opens the onboarding chat.

If you leave Stripe checkout without paying, SuperIT shows "Checkout wasn't completed". Select Try again to return to checkout, or Continue on Free to carry on with the Free plan. You can upgrade later from Settings → Billing.

In the onboarding chat, SuperIT introduces itself, explains what onboarding will set up and asks what you would like to call it. It then offers three ways to start:

• Show me what SuperIT can do opens a guided walkthrough of the app, including how managed teams work. Come back to the chat when it ends.
• Install it now and see how it works shows an install card so you can try the SuperIT RMM agent on your own computer. When your computer connects, the chat continues on its own and SuperIT runs a read-only health check. If it doesn't continue, select It's installed, let's continue.
• Connect our ticketing system starts PSA setup (Step 2).

The Onboarding tasks checklist at the bottom left of the app tracks your progress:

Selecting a task, or Get started on the dashboard, returns you to the same onboarding chat at that step, with its history. In any chat, type /onboard to start or resume guided onboarding, and /onboard stop to go back to ordinary chat.

When SuperIT opens a setup form in the panel next to the chat, enter credentials in the panel, never in the chat message box.

Step 2: Connect your PSA

1. Go to Settings → Integrations → PSA provider, or ask SuperIT in the onboarding chat to connect your PSA.
2. Select Add Connection and choose your PSA.
3. Follow the setup guide for your PSA:
   • Connect ConnectWise PSA
   • Connect Halo PSA
   • Connect Autotask
   • Connect Accelo
4. Test and save the connection.

After you save, SuperIT syncs reference data from your PSA, such as boards or queues, statuses, types and companies. It does not sync tickets until you link a company in Step 3.

Before you link any company, set the ticket filters on the connection's Filters tab, for example ConnectWise boards, Halo PSA ticket types or Autotask queues. Ticket sync only brings in tickets that match the filters, so unwanted tickets never sync. See How PSA sync works.

Step 3: Link client companies to managed teams

SuperIT works on a client's tickets only after you link that client's PSA company to a team. Each linked client gets its own managed team, which keeps its devices, users, tickets and knowledge base separate from other clients.

1. Go to Settings → Integrations → PSA provider, open your connection and select Manage teams.
2. On Add managed teams, use the Not added tab to find the companies you want.
3. Select the companies and select Add team (or Add teams). SuperIT creates a managed team for each one, named after the company.
4. To link your MSP's own company to your service provider team, use Linked internal company.
5. Start with two or three clients. You can add more later.

SuperIT can also review your company list by type and status in the onboarding chat and link the companies you agree on.

After a company is linked, SuperIT syncs its contacts and tickets. Use the team switcher in the top-left corner to move between your service provider team and each managed team. See Teams and users and the company guide for your PSA: ConnectWise, Halo PSA, Autotask.

Step 4: Set up webhooks and map ticket statuses

Set up webhooks

Webhooks let SuperIT see new and updated tickets straight away. Without them, SuperIT picks up changes only on its scheduled poll. See How PSA sync works.

• ConnectWise PSA: SuperIT tries to register the callback when you create the connection, but this works only when its API member has admin-level permissions, so most customers create the callback themselves. See Step 8: Set up the ConnectWise callback.
• Halo PSA: copy the webhook URL from the connection's Webhooks tab into Halo PSA. See Connect Halo PSA.
• Autotask: SuperIT registers the webhooks itself. Check the connection's Webhooks tab to confirm registration succeeded.
• Accelo (Beta): Accelo webhooks aren't supported yet. Accelo connections update by polling. See Connect Accelo.

Map ticket statuses

Every PSA ticket status needs a status category: NEW, OPEN or CLOSED. SuperIT starts automatic triage and investigation only when a ticket is in a categorised status, so a ticket in an unmapped status is never triaged or investigated. Statuses are not mapped automatically.

• NEW: the ticket has not been picked up yet.
• OPEN: anything still being worked on, including waiting on the user, a supplier or an approval, and on hold.
• CLOSED: resolved, cancelled, merged or duplicate.

To map statuses:

1. Wait until the first linked company's tickets have synced (Step 3).
2. Ask SuperIT to map your ticket statuses. SuperIT lists each unmapped status with its ticket count and a proposed category, and applies the list once you approve it.
3. Or, on the service provider team, go to Settings → Ticket automation → Custom triage instructions, open the Status tab and set the category for each status.

Step 5: Connect each client's Microsoft 365

Connecting a client's Microsoft 365 (Entra ID) tenant lets SuperIT import that client's users, recognise them on their devices, and read directory information when it works on their tickets.

1. Switch to the client's managed team.
2. Go to Settings → Integrations → Identity provider and select Connect Microsoft 365.
3. Have a Microsoft 365 Global Administrator of the client tenant sign in and grant consent. SuperIT's own permissions are read-only application permissions, not Global Administrator.
4. Check that the connection card shows the tenant's users.

See Connect Microsoft 365 for the permissions SuperIT requests and what it syncs.

Step 6: Import end users and invite engineers

Import a client's end users

In each managed team:

1. Go to Settings → User access.
2. Select the arrow next to Add user, then:
   • Add from MS365 to import users from the client's Microsoft 365 tenant. Select Licensed users only to hide unlicensed accounts. This links each imported user to their Microsoft 365 account.
   • Add from PSA to import the client's contacts from your PSA. This links each imported user to their PSA contact.
3. Select the users and confirm.

Imported end users get the User role. See Teams and users.

Invite your engineers

1. On the service provider team, go to Settings → User access and open Service provider staff. This lists the staff (members or agents) from your primary PSA connection.
2. Add the engineers who will work with SuperIT and give each a role: Admin or Engineer.
3. Invite them. Each engineer gets an email invitation and signs in with their Microsoft or Google account or a password.

See Teams and users for what each role can do.

Step 7: Deploy the SuperIT RMM agent to devices

The SuperIT RMM agent lets SuperIT check live device state and run diagnostics on a client's devices. Start with a few devices before rolling it out across a client.

1. Switch to the managed team for the client whose devices you are installing on. Install keys belong to one team.
2. Go to Devices → Add new device.
3. Download the installer for the device.
4. Select Generate key and copy the install key. It is shown once.
5. Run the installer on the device and paste the install key, or install silently with your existing RMM tool.
6. Check that the device appears in Devices.

The SuperIT RMM agent is generally available for Windows. The macOS and Linux agents are in Beta: contact [email protected] for beta access. See Install the SuperIT RMM agent for silent install commands and RMM deployment, and What the SuperIT RMM agent collects.

If a security tool such as ThreatLocker blocks the installer, see ThreatLocker.

Step 8: Check each end user's ticket, identity and device links

To work on an end user's ticket on their own computer, SuperIT follows a chain of links. If any link is missing, SuperIT can still triage the ticket, but it cannot find the user's device from the ticket.

1. Ticket contact → SuperIT user. The ticket's PSA contact must be linked to a SuperIT user in the managed team. Add from PSA creates this link. SuperIT does not match a ticket contact to a user by the email address on the ticket.
2. SuperIT user → Microsoft 365 account. The SuperIT user is linked to the client's Microsoft 365 account. Add from MS365 creates this link.
3. Device session → SuperIT user. A session is a user signed in on a device that runs the SuperIT RMM agent. When the client's tenant is connected, SuperIT verifies each session automatically by matching the Windows sign-in to a Microsoft 365 account: the Entra object ID for Entra-joined sign-ins, or the on-premises security identifier for domain accounts. A session is verified only when exactly one Microsoft 365 account matches. Only verified sessions are used for that user.

To check the links for a managed team:

1. Switch to the managed team and go to Settings → User access.
2. For each end user, check the columns:
   • Ticketing: Linked means the user is linked to a PSA contact. Hover the information icon to see the linked email. A badge such as 1 match means SuperIT found a PSA contact with the same email; select it to link.
   • Identity: Linked means the user is linked to a Microsoft 365 account. A match badge works the same way.
   • Session: Verified means the user has at least one verified session on a device in this team. Unverified means none.
3. To fix a missing link, open the row's actions menu and select Link PSA user or Link M365 user. To link many users at once, select their rows and use Bulk link to PSA (exact email) or Bulk link to M365 (exact email).

To check a device:

1. Go to Devices and open the device.
2. Under Users & verification, each session card shows Verified or Unverified. A verified session shows the Verified user and the method used.
3. If a session is unverified, an admin can select the right person under Verify user.

Step 9: Choose your Level 0 autonomy

The ticket automation preset decides how much SuperIT does on incoming tickets without being asked.

1. Go to Settings → Ticket automation → Automation settings.
2. Under Agent autonomy, choose a preset:
   • Balanced (recommended, and the default for new teams): SuperIT triages and investigates tickets. Its notes stay in SuperIT, automatic triage and investigation write nothing to your PSA, and it does not contact end users.
   • Full: SuperIT also updates PSA ticket fields, posts investigation notes to the PSA as internal notes, and can contact the end user.
   • Custom: you choose which stages run and where each note goes.
   • None: SuperIT does not run automatically on tickets.

Start with Balanced so you can review SuperIT's results before automation writes anything to your PSA. When you trust them, you can use Custom to send notes to the PSA as internal notes, and then to let triage update PSA ticket fields. To stop triage changing particular fields, such as the ticket summary, use Fields automated triage may not change.

The preset covers automatic work only. In chats, SuperIT can create tickets and add notes to them so the work is recorded. See What SuperIT writes back to your PSA.

Commands SuperIT runs on devices are governed by command policies. During an automatic investigation nobody is in the chat to approve a command, so SuperIT runs only what policy allows.

Step 10: Start a conversation with SuperIT

Ask SuperIT about a ticket or device

1. Go to Conversations and select New conversation, or open SuperIT in the Pod inside your PSA.
2. Ask about a real ticket or device, for example "Summarise ticket 12345 and suggest next steps" or "Why is LAPTOP-042 running slowly?".

SuperIT reads the ticket, checks the device through the SuperIT RMM agent and suggests or runs fixes. Commands that need approval show an approval card in the chat for you to approve or deny. Sending a message here completes the Start a resolution chat onboarding task.

Invite an end user to try self-service

1. Switch to the client's managed team and go to Settings → User access.
2. Pick an end user whose Ticketing, Identity and Session columns are linked and verified (Step 8).
3. Open the row's actions menu and select Send invite.

The end user signs in to the SuperIT web app and asks SuperIT for help in their own chat. End users are never asked to approve a command: if a fix needs approval, SuperIT doesn't run it and hands the issue to your engineers with a summary. See Get help from SuperIT.

Verify it worked

1. Create a test ticket in your PSA for a linked company, in a status mapped to NEW, on a board or queue that your filters include. Use a contact that is linked to a SuperIT user with a verified session.
2. Wait a few minutes.
3. In SuperIT, switch to that client's managed team, open Tickets and open the ticket.
4. Check that the ticket has a triage note from SuperIT. With the Balanced preset, the note is in SuperIT only and nothing is written to your PSA.

If something goes wrong

• The ticket never appears in SuperIT. Check that the company is linked to a team, that the ticket matches the connection's filters, and that webhooks are set up. Without webhooks, the ticket arrives on the next scheduled poll.
• The ticket appears but has no triage note. Check that the ticket's status is mapped (Step 4), that the automation preset is not None, and that the ticket's board is not excluded by a board override.
• SuperIT can't find the end user's device. Check the ticket contact's Ticketing, Identity and Session columns (Step 8), and that the device is online.
• The connection test fails or sync stalls. Check your PSA's troubleshooting guide: ConnectWise, Halo PSA, Autotask.
• A device doesn't appear after install. See Troubleshoot the SuperIT RMM agent.
• Still stuck. Ask SuperIT in the app how to set something up; it answers from these docs. To reach SuperIT staff, email [email protected].

What to do next

• Learn how SuperIT works through a ticket: How SuperIT works.
• Add SuperIT inside your PSA's ticket view: The Pod.
• Tell your clients' staff how to get help: Get help from SuperIT.
• Optional, next: automate with workflows. Ask SuperIT to build an action for a recurring task, such as resetting a Microsoft 365 password or offboarding a user. See Workflows and actions and the automation guides.

Related

• PSA integrations overview
• Teams and users
• Ticket automation
• Connect Microsoft 365
• Install the SuperIT RMM agent
• Glossary