For MSPs
What’s SuperNew
ISL Online Integration: SuperOps now integrates with ISL Online, enabling technicians to launch reliable remote sessions right from within SuperOps. Whether you're providing real-time support or diagnosing issues, this integration makes remote access smooth and efficient, so you can jump into action faster and resolve issues with ease.
👉 Check out this article for more information!Unified Runbooks: Unified Runbooks turn standard operating procedures into structured, interactive workflows—bringing tasks, scripts, approvals, documentation, and more into a single view. This ensures every technician follows the same best-practice process, delivering faster, more consistent service every time.
👉 Check out this article for more information!Similar Tickets, powered by MonicaAI: Think you’ve seen this issue before? You probably have. Monica now flags similar tickets a client has raised in the past, so you don’t waste time reinventing the wheel.
👉 Check out this article for more information!Recommended Solutions, powered by MonicaAI: Monica also recommends solutions based on similar tickets across clients and automatically updates relevant ticket fields, drastically reducing your team’s time to resolution. For unique issues, she scours the web to surface hyper-relevant suggestions, so technicians can skip the Googling and get straight to solving.
👉 Check out this article for more information!
Things we’ve improved
Mandatory subcategory: You can now enforce subcategory selection when creating or closing tickets. This ensures better ticket hygiene, improved reporting accuracy, and more granular insights into your service operations.
Real-time asset status: Our agent now fetches the endpoint online/offline status in under a minute, virtually in real time. That means fewer false positives and faster, more confident troubleshooting.
Faster Agent install workflow: We’ve sped up the agent install flow. Technicians can remote into devices in just 2 minutes post-agent installation and view critical data immediately, cutting setup time and boosting efficiency.
HQ re-assignment: Need to reassign HQ? Now you can do it right from the client page. On the site page, you can easily select the HQ when editing or creating a site, making client structuring more flexible and less tedious.
Retainer threshold alerts: No more surprise overages. With Retainer Threshold Alerts, a ticket will be created when a client’s block hours reach a predefined utilisation threshold. It’s a helpful heads-up to reach out, review usage, or adjust plans before things go sideways.
Create Requesters from Ticket Page: You can now create new requesters directly from the ticket page. Less switching, more resolving.
For IT teams
Dashboard drilldowns: You can now drill down into dashboard widgets in org management and other reporting modules—giving you deeper visibility into metrics and performance with just a click. Track trends, investigate anomalies, and make data-backed decisions without needing to leave the dashboard.
Site-level IT documentation: Introducing custom fields at the site level—perfect for documenting infrastructure, network specifics, and local configurations per site. Now, IT documentation is more contextual, organized, and easier to access when you need it most.
Multi-Site View in Org Management: Managing a ton of sites? We’ve made it easier to search, sort, and view 80+ sites in one go within org management.
Auto-Sync Requesters to Sites from AD: You can now sync requesters from their respective locations in Active Directory to the corresponding site in SuperOps. This ensures your org structure in SuperOps is always in sync.