The Basics
1. Configure Your Company Information
Start by setting up your Org info to personalize your SuperOps experience. Here’s how:
Go to Settings > My Company > Company Information.
Fill in the required details, including your Company’s name, address, preferred currency, timezone, date, and time format.
Provide primary contact information and your email signatures.
Remember to click 'Save' to apply your changes.
2. Configure your mailboxes
Next, set up communication channels with your users. To set up default mailboxes in SuperOps,
Go to Settings > Domain and Email.
You'll find a default outgoing address and forwarding address. Customize these as needed.
To add additional custom mail servers, click 'Add New Mailbox.'
Check out this article for a detailed guide on setting up default and custom mailboxes.
3. Create or bring in your users
You can create new users or import existing users into SuperOps with a few simple steps:
To create new users, navigate to Settings > Users.
Click on the “Create” button, enter all the required information in the provided fields, and hit 'Save’.
To import existing users, click on the “Import” button.
Either upload a file or manually enter data in the provided spreadsheet.
Alternatively, you can also import your users from AzureAD if you have the integration. Check out this article to learn more about Importing users in SuperOps.
4. Downloading and deploying agents on your user’s assets
You’ll need agent files for each site to deploy and start monitoring user devices.
Navigate to Modules > Assets > Download Agent.
Choose the site for which you want to deploy agents.
The agents for Windows, Mac, and Linux devices will be generated.
Download the corresponding agents and install them on the assets you wish to monitor.
5. Set Up Passwords/SSO
Protect your platform and user data by configuring security measures:
Navigate to Settings > Security Management > User Login.
Choose between setting up passwords or Single Sign-On (SSO) based on your security preferences.
Optionally, enable Two-Factor Authentication (TFA) for an additional layer of protection if required.
6. Manage Technician Permissions
Fine-tune your technician roles and permissions:
Navigate to Settings > Roles and Groups > Technician Roles.
Define the actions each technician can perform across platform modules.
You can also create technician groups based on expertise and associate them with specific sites by navigating to Settings > Roles and Groups > Technician Groups.
By following these best practices, you can effectively set up SuperOps for your Organization.
Setting up SuperOps’s PSA
1. Explore the Service Catalog
The service catalog is your hub for managing services like hardware, software, or maintenance—easily added manually for seamless tracking.
To add new service items, navigate to Settings > Service Management and click “+create”.
2. Manage your fields
Choose what information you'd like to collect for your tickets and users.
Navigate to Settings > Advanced Configuration > Manage Fields
Here you’ll see Ticket and Requester fields.
Under each tab, you’ll find default and custom fields.
You can also create custom fields by clicking on the +Create button.
You can make these fields mandatory on creation or while closing.
3. Define your SLAs
Mutually agree on service expectations and exceed them at every turn.
To create new SLA policies, navigate to Settings > Service Level Agreements > SLA policies
Click “+Create”
Add a name and description to define your SLA policy and enable the toggle button to make the SLA active.
Under SLA configurations, choose the conditions for which the SLA policy applies.
Define the first response and escalation time.
As a final step, choose who should the ticket be:
Escalated to if the SLA is breached.
Assigned to if the SLA is breached
7. Once you are done, click "Save."
4. Set up automation
Let us do the heavy lifting for you. See how you can leverage powerful workflow automation to get work done faster. Automation in SuperOps is broadly split into three:
Event Triggers: Scan tickets for specific conditions and perform an action, like ‘set properties’ and ‘assign tech’.
2. Time Triggers: These automation rules execute actions based on time-related conditions.
3. Runbooks: Automation that helps you execute SOPs for recurring issues.
5. Work with runbooks
If you have routine processes, runbooks can speed them up and bring your team on the same page. With runbooks, you can set a:
Standardized process-based reply templates
Detailed list of tasks to be completed
Predefined flow for easy approvals
6. Set up time-tracking
Time is money, isn't it? Track time precisely and convert it into revenue. The auto-timer ensures that you're capturing all the value your team's creating, so you're never leaving money on the table. Even if you're multi-tasking, zooming out and managing your timers is always just a click away.
Navigate to Settings > Service Management > Time Tracking
Select the auto-timer checkbox to start time tracking. The auto-start timer works when the ticket is opened for the first time a ticket is assigned to a technician.
Setting up SuperOps’s RMM
1. Set up Policies
Set up policies for proactive asset monitoring and alert management. You can define these policies at a hierarchical level or as advanced policies tailored to specific needs.
Hierarchical Policies
This is a type of policy that follows a hierarchy by deploying policies through distinct levels. The order of levels for the hierarchical policy is as follows: Global → Site → Asset.
To set a new hierarchical policy, navigate to Settings > Asset Management > Policy Management and select a Mac, Windows, or Linux policy.
You can set up the following policies:
Alert Management
Intelligent Alerting
Patch Management
Schedule actions
Antivirus and Backup
Software management
2. Advanced Policies
Advanced policy is built for scale, with a focus on automation and proactive asset management. Organize your endpoints and network devices into device categories and configure root, parent, and child policy sets with granular control at each level.
To set up Advanced Policies, navigate to Settings > Asset Management > Advanced policies
2. Create software bundles
Curate software bundles with all the software available through Chocolatey or Winget for each user persona and deploy them automatically on your user’s devices with ease.
To create a new software bundle, navigate to Settings > Asset Management > Software Bundles
On the software bundle page, you’ll be able to create and manage software bundles for your users.
Click the + Create button on the top right to create a new software bundle.
Give the bundle a name, click the + Software, search for the software you want, add them, and click Save to create the new bundle.
You can now install this software bundle on your user’s network of assets by adding it to an asset policy.
3. Configure the System Tray icon
Make frequent actions easily accessible to your users. The system tray is an icon in the taskbar of your laptop or computer. This icon contains a list of actions that you can perform in a single click without opening up any applications.
To set up the system tray icon, go to Settings > Agent & System Tray. Scroll down to the system tray section to start configuring your system tray.
Add a name for your system tray, and upload your Company logo to reflect your brand.
Next, you can start including all the options you want to display on the system tray.
Once you’re done, you can preview the system tray and see how it looks on your Mac and Windows devices.
Click the save button to complete the configuration. The system tray, once enabled, will be automatically deployed to user devices in the network through the SuperOps agent.
4. Reporting Module
At the end of the day, You can't improve what you can't measure. Our intuitive dashboards bring crucial insights to the limelight and empower you to make faster, more meaningful decisions.
You have default dashboards that you can start using right away and you can also create customized dashboards.
To create a new dashboard, navigate to +Create > Dashboard.
Give the dashboard a title and description.
Drag and drop the widgets that you want to add to the report.
You can create a new widget from the dashboard page itself. To do that, click on the + icon near All Widgets.
Once you are done, click "Save."