SuperOps

Plug Rallied into SuperOps and Rallied’s agents pick up new tickets the moment they land, gather the context your technicians would normally have to chase down, and either resolve the ticket or hand it back with a clear plan and a recommendation. Your team stops doing the tedious first pass on every ticket and gets to focus on the ones that actually need a human. A few concrete wins after you connect:

• Tickets get worked at any hour. Rallied starts diagnosing the second a ticket is created in SuperOps — no waiting for someone to grab it from the queue.
• Less reading, less swivel-chairing. The agent reads the ticket, looks up the requester, pulls relevant context from your other connected tools, and posts an internal note with everything your tech would have written up by hand.
• Routine work resolves itself. Password resets, license assignments, group membership changes, account unlocks, common how-do-I requests — the agent handles them end to end on the tickets you allow it to.
• Your tech approves, never writes. When the agent wants to make a change, it writes the plan as an internal note on the SuperOps ticket. Your tech clicks approve or deny without leaving SuperOps.
• Nothing happens you didn’t sign off on. You decide which actions Rallied can take on its own and which need a human approval per ticket.

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Connect SuperOps

You’ll need an API token and your tenant’s subdomain. You don’t need to set up the webhook in SuperOps — Rallied wires that up for you so new tickets, ticket updates, and customer replies are picked up automatically.

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What happens when a ticket comes in

The moment someone opens a ticket in SuperOps for one of the clients you’ve enabled, the agent gets to work:

1. Reads the full ticket and conversation thread so it has the same context your tech would.
2. Identifies the requester and looks them up in your connected identity provider (e.g. Microsoft 365) — so password resets, group changes, and access requests all hit the right account.
3. Posts an internal note explaining what it understood and what it plans to do. Your tech can read this at any time without having to ping the agent.
4. Either does the work, or asks for approval first — depending on the rules you set.
5. Closes the loop. Once it’s done, it posts a final internal note with what it did. By default it doesn’t message the requester directly — your tech can do that, or you can tell the agent to.

If you’ve connected an identity verification provider like Traceless, the agent will challenge the requester for an MFA push before doing anything sensitive (password resets, MFA changes, admin permission grants). The agent waits for the result and posts the outcome on the ticket — your tech can see exactly whether the requester confirmed it was really them.

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Approving an action without leaving SuperOps

For anything the agent isn’t allowed to do on its own, it stops and posts an internal note on the ticket explaining what it wants to do, with one-click Approve and Deny links right in the note. Your tech responds in SuperOps — no separate tool, no extra inbox. Only the technician assigned to the ticket can approve. Replies from anyone else are treated as regular comments and don’t move the approval forward.

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Internal notes vs. customer replies

The agent has two ways to communicate on a SuperOps ticket, and the defaults are conservative:

• Internal notes — private to your team. The agent uses these by default for everything: its reasoning, what it did, what went wrong, approval requests. Your customers never see them.
• Customer-visible replies — visible to the requester and emailed to them. The agent only sends these when you’ve explicitly told it to (in the client’s prompt or a workflow). Otherwise it stays internal and your tech handles the customer-facing comms.

This means you can roll Rallied out without worrying about it messaging your customers in a tone or style you haven’t approved.

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Voice agent

If you’ve turned on the voice agent, it works with SuperOps too. Callers say their name, the agent matches them to a SuperOps contact, opens a ticket against that contact’s client, and attaches the call transcript as the first note. Your tech wakes up to a fully-formed ticket instead of a voicemail.

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What needs approval

You control which actions the agent takes on its own and which need a sign-off, on the SuperOps page under MSP Settings → Integrations. The defaults are designed so the agent can read freely and write internal notes without bothering anyone, but anything that changes ticket state or talks to a customer needs you to approve:

• Auto-approve — reading tickets, conversations, notes, statuses, priorities, categories, technicians, clients, and contacts. Posting internal notes.
• Needs approval — updating tickets (status, priority, technician, etc.), triaging tickets, and posting customer-visible replies.

See Approval settings for the bigger picture.

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Tell the agent how to handle your most common tickets

If you’ve got a kind of ticket you see all the time — new-hire onboarding, password resets, “can I get added to the shared mailbox” — write a workflow and the agent will handle that ticket type the same way every time, in line with how your senior techs do it.

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Try it out

If the ticket doesn’t show up in Rallied, double-check:

• Your subdomain matches your SuperOps URL exactly.
• The API token hasn’t been rotated in SuperOps since you connected.
• The test ticket is on a client you enabled when connecting.