Turn ConnectWise Manage tickets into resolved work

Keep ConnectWise Manage as the system of record

SuperIT does not create a second queue for your team to watch. ConnectWise Manage 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 ConnectWise Manage 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 ConnectWise Manage. 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 ConnectWise Manage.

ConnectWise Manage specifics

SuperIT authenticates with API credentials: your company ID, a public and private key pair, and your site. Credentials are encrypted at rest.

Status changes are written straight to the ticket. Board, type, sub-type, item, source, priority and member reference data is cached and refreshed as it changes, so the agent classifies work using your boards rather than a generic mapping.

Control and rollout

Autonomy is set per customer. The same agent can run read-only on one ConnectWise Manage 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 ConnectWise Manage tickets.