Level 0 Support Agent
An IT support agent that owns tickets through to resolution.
Level 0 sits at the front of your service desk. It triages every ticket, investigates with full context and resolves what it safely can. Anything else reaches an engineer with the groundwork done.
Most AI stops at triage. Level 0 keeps going.
Triage and investigation are table stakes we do well. Resolution is the point.
Ticket triage
Classifies type, subtype, priority and item as soon as a ticket lands. In early evaluations, triage-written PSA fields were still unchanged at review 99% of the time for type and 93% for priority.
Ticket investigation
Spawns an investigation the moment a ticket opens: live diagnostics on a reachable device, or research across similar tickets, the Digital Twin and vendor docs. Findings land as a private note.
Controlled ticket autonomy
Choose how far it goes for each customer: internal notes only, update fields, or resolve and close. It never overwrites a field a human already edited.
Escalations with the work done
When an engineer is needed they get the hypothesis, the evidence, the commands run and a recommended next step. Value even when it escalates.
How it works
Step 1
A ticket arrives
From the PSA, email or a user chat. SuperIT picks it up immediately.
Step 2
Triage
Type, priority and routing set, and the end user gets a personal first response.
Step 3
Investigate
Context loaded, hypotheses ranked, diagnostics run inside policy.
Step 4
Resolve or hand over
Fixed and documented, or escalated with a complete handover.
From new ticket to resolution, automatically.
“We’ve tested many ticket remediation solutions, and only SuperIT passed our accuracy tests. It’s also very easy to use.”
Questions about Level 0 Support Agent
What is the Level 0 Support Agent?
An AI agent that works your queue as the first layer of support. It triages, investigates and resolves eligible incidents and service requests, then writes the outcome back to your PSA.
Do we have to let it act on day one?
No. Most MSPs start with SuperIT writing findings to internal ticket notes, then widen autonomy customer by customer as they build confidence.
Which PSAs does it work with?
ConnectWise PSA, HaloPSA, Autotask and Accelo today, each with full two-way sync.
More from the platform
Every ticket, already investigated.
See Level 0 work your own queue. Start free with 200 credits every month, or book a walkthrough with the team.