SuperOps

Use the SuperOps admin console to set up technician roles, client access, permission levels, and system-wide policies for your MSP business.

Getting started with the admin console

Learn how you can use templates to document frequently used work items and reuse them with ease.

Managing your templates

Learn how to deliver a personalized experience with a customizable agent & simplify frequent actions for your clients with the system tray.

Managing your system tray and agent branding

Learn how to set up your email and subdomain for your support and sales mailboxes, and add additional mailboxes for white-labeling.

Setting up and using mailboxes in SuperOps

Take a look at how clients see their portal and how they can use it to self-serve

Using the client portal

Learn how to provide customer support access in SuperOps so clients can view tickets, submit requests, and collaborate on their MSP service desk.

A quick guide to customer support access

Set up and manage notification rules in SuperOps to receive timely alerts for incidents, monitoring thresholds and system events via your chosen channel.

How notifications work in SuperOps

Setting up Requester SSO in SuperOps

Enable instant notifications for Slack & MS Teams. Keep technicians updated on tickets, tasks, & events.

Setting up Notifications for Instant Messaging

Learn how to configure admin settings in SuperOps control user roles set permissions update security settings and optimize your IT management environment.

Admin Settings How To Guides for SuperOps PSA-RMM Platform

Set up your SuperOps profile with personal info like name, email and phone, and customise your email signature for efficient MSP communication.

SuperOps Support Guide for Setting Up Profile Info

Enable two-factor authentication in SuperOps to protect your MSP account with authenticator apps, QR code setup, and stronger security.

Enabling two-factor authentication

Setting Up Your Profile Information in SuperOps PSA-RMM

Manage holidays in SuperOps by creating and cloning holiday lists per MSP or client. Note that SLAs do not apply on holidays.

Setting up holiday management

Add technicians in SuperOps with ease , manually create or import via CSV to build your team, assign roles and groups, and manage technician access.

Add Technicians

Configure your SuperOps subdomain and email for support and sales in Settings  Domain & Email, verify your domain and set up custom-outgoing addresses.

Setting up your subdomain and email

Configure your MSP information in SuperOps by filling in your company name, address, time zone, currency and primary/secondary contact details.

Adding your MSP's information

Manage email notifications in SuperOps  customize system, ticket and client alerts for requesters and technicians to keep MSP workflows on-track.

Manage Email Notifications

Setting up your MSP information 

Configure a custom domain in SuperOps by setting a CNAME record in your DNS to link your MSP portal URL and enable SSL certificate automatically.

Setting up your CNAME in SuperOps

Upload your MSP’s logo in SuperOps under MSP Information to brand your portal  use a PNG with transparent background for a clean UI.

Adding your brand's logo in SuperOps

Setting up CNAME and brand logo

Set up technician roles in SuperOps via Settings  Roles & Groups, create custom roles, assign permissions, and control ticket-scope access.

Setting up technician roles

Set up requester roles in SuperOps to define user access, add or remove requesters, set permissions and grant ticket-portal rights for clients.

Setting up requester roles

Use SuperOps to set up technician groups, add multiple technicians to one group, associate clients, and simplify ticket auto-assignment.

Creating technician groups

Configuring Roles and Groups 

Configure and manage SLA policies in SuperOps by defining timers, conditions and escalation rules based on your or client business hours.

Configuring and managing your SLAs

Define service expectations with SuperOps by creating SLA policies, configuring first response and resolution targets and associating clients to contracts.

Creating an SLA

Manage and Configure SLAs in SuperOps PSA-RMM

Learn about ticket fields and how they can help you gather and store critical information.

All about ticket fields

Manage ticket statuses in SuperOps by defining default stages, creating custom statuses and mapping events to track ticket lifecycle from New to Closed.

Managing ticket statuses

Learn how the SuperOps priority matrix helps MSPs categorize tickets by urgency and impact to improve response times and streamline service delivery.

Priority matrix

Define and manage resolution codes in SuperOps to track how tickets were resolved, categorize outcomes like workaround or permanent fix and streamline reporting.

Resolution codes

Set up your help desk 

Learn how to create reply templates in SuperOps to standardize responses, save time on service-desk communication and improve technician productivity.

Creating reply templates

Create task templates in SuperOps to reduce manual setup, enforce best practices across teams and improve task management for MSP operations.

Creating task templates

SuperOps Advanced Reply Templates Step by Step Guide

Use SuperOps CSAT surveys to trigger feedback automatically on closed or resolved tickets and measure requester experience for your MSP services.

Step by Step Guide to CSAT Surveys Setup in SuperOps

CSAT Surveys in SuperOps PSA-RMM: Help Center Guide

Learn how to set up technician logins in SuperOps, monitor login history, manage access levels and safeguard your MSP support operations.

Technician Logins

Manage requester logins in SuperOps to grant self-service portal access, track user sessions and streamline how clients raise service requests.

Requester Logins

Use SuperOps session timeout settings to manage how long users stay logged in, reduce risk of unauthorized access and strengthen platform protection.

Session Timeouts

Enable IP restrictions in SuperOps to restrict technician logins to approved IP ranges, strengthen access control and enhance platform security.

IP restrictions

Configure Security management 

Set up technician/requester login, session timeouts and, IP restrictions

Admin settings - Configure security management

Set up technician SSO in SuperOps using Azure AD to secure MSP access with SAML, configure claims, and manage login via centralized identity.

Setting up Technician SSO with Azure AD

Here’s everything you need to know to configure the single sign-on (SSO) process through your Okta account.

Configure Single Sign On (SSO) with Okta

Configure multiple mailboxes in SuperOps to route tickets from different email accounts into your MSP help desk for better ticket management.

Configuring multiple mailboxes

Configure your help desk in SuperOps by mapping ticket events, creating priority matrices, and managing categories to streamline your MSP ticketing workflow.

Setting up your help desk

Set advanced configurations in SuperOps to optimize MSP operations, custom-define roles, automate tasks, and control system notifications.

SuperOps Advanced Configuration for Reply and Task Templates

Manage and configure SLAs in SuperOps to create service level policies set target times monitor compliance and improve MSP customer satisfaction

SuperOps Guide to Creating and Configuring SLAs

Set up SSO with Google in SuperOps to enable single sign-on for your team using Google Workspace credentials and streamline secure login.

Setting up SSO with Google

How Tos

Roadmap

SuperOps for IT teams

Find answers and get help from Intercom Support and Community Experts

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