Turn Accelo tickets into resolved work

Keep Accelo as the system of record

SuperIT does not create a second queue for your team to watch. Accelo stays where ownership, communication, service commitments and history live, and it stays the place your engineers work.

What SuperIT adds is the work that normally starts once an engineer opens the ticket.

How a ticket flows

An eligible Accelo ticket arrives, by webhook where available and by polling as a safety net, so nothing is lost if a webhook is missed.

SuperIT triages and prepares it to the standard you would expect from any good tool in this category: classified, prioritised and routed, with the context gathered. Then it keeps going. It investigates against the live environment, works out what is actually wrong, and either takes the approved action and verifies the result, or escalates with everything it has already found.

Either way the ticket comes back with the evidence, the actions taken and the outcome written into Accelo. An engineer picking up an escalation does not start from nothing.

What SuperIT adds beyond the ticket

The PSA tells SuperIT what was reported. These are what let it work out what is actually happening:

• The SuperIT endpoint agent and Digital Twin. The agent runs on Windows, macOS and Linux alongside the RMM you already have, and feeds a continuously updated model of devices, network, identity and services. Faults that never appear in ticket text, stale profiles, disk pressure, a device that roamed off a network, are visible in live state.
• Knowledge and Agent Skills, curated automatically. SuperIT builds and maintains your knowledge base from the tickets it works, capturing how your team resolves things as reusable Skills. Documentation stops being a separate project that never quite happens.
• Governed PowerShell and workflows. Scripted actions run inside the same safety pipeline as everything else, behind allowlists, approval gates and a full audit trail, so automating a fix does not mean loosening control.
• Native integrations beyond the PSA. Microsoft 365 and any platform with a public API, for the context and the actions that live outside Accelo.

Accelo specifics

SuperIT connects over OAuth2 against your Accelo deployment. Credentials are encrypted at rest.

The important difference is how status changes are made. SuperIT does not write a status directly onto an issue, because that bypasses the workflow rules you configured. It fetches the progressions available on that issue, finds the one leading to the target status and runs it, so an issue moves through your workflow exactly as it would if an engineer moved it.

Accelo links contacts to companies through affiliations rather than referencing a contact directly, and SuperIT follows the same model, so a ticket resolves to the right person on the right company without a second lookup. Status, priority, issue type and issue class reference data is cached and refreshed as it changes.

Control and rollout

Autonomy is set per customer. The same agent can run read-only on one Accelo client, require a named approver on another and close autonomously on a third, and you decide which ticket types, queues and statuses are in scope at all.

Start with work your team already understands well. Confirm the notes, the classification and the outcomes read the way you would want a client to see them, then widen the scope.

Book a demo and we will run it against your own Accelo tickets.