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State of MSP Efficiency 2024 - insights on utilization, efficiency, and billing from 250 MSPs!
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KEY FEATURES
PSA
A powerful PSA at your fingertips for first-class service delivery
RMM
Your control center to manage IT proactively and intelligently
Project Management
Break down and conquer large-scale projects with peak efficiency
IT Documentation
All your asset-related information, neatly documented and organized
Mobile app
Manage, automate, communicate on the move with mobile PSA-RMM
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FEATURES
Service desk
Client management
Contract management
Event scheduling
NEW
Automation
Smart Tracker
Quote Management
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LEARN & CONNECT
Blog
The Bugle - tips to help MSPs start, scale and grow
Podcast
SuperPod - MSP voices so others can get inspired
Templates
Template vault - quick templates to accelerate MSP operations
Research
Ebooks for detailed MSP insights and best practices
SUPPORT & GUIDES
Community
One-stop hub for lively IT and MSP chats, insights, and resources
Guides
Road to 1 million - top resources to supercharge MSP growth
Help Center
How-to videos and documents to get the best out of SuperOps
Get in touch for support, sales, or partnership queries
NO HEADING
Roadmap
Stay up to date with the latest updates to our platform
Events
Stay updated and come meet us at upcoming MSP events
Webinars
Expert-led sessions on MSP and IT management
Magazine
Profiles, insights, data, and news for future-focused MSPs
FEATURED
PRODUCT ROADMAP
Get an overview of the shiny new features that have come out this month.
see what's new
Ticket audit logs
See a log of all activities that happened within a ticket, such as creation, update, merge, replies, notifications, side conversations, and more.
Support for additional network device types
NETWORK MONITORING
Monitoring for additional network device types such as NAS, WAP, VoIP, IP camera, UPS, and server.
Calendar-first appointment scheduling and dispatching
Two-way sync with Outlook calendar for painless event scheduling and SLA-based dispatching.
AI ticket summarization
Get a concise summary of all that's happened in a ticket with AI. Send quick, contextual emails to clients and vendors using AI.
Integration with Guardz
INTEGRATION
Secure your clients from a host of cyber threats with AI-powered cybersecurity by Guardz.
Smart Tracker Resource Utilization and Efficiency Reports
REPORTING
Gain granular insights into how efficiently your resources are being used and how well your clients are performing. Leverage this report to manage your resources better, improve service quality, and drive profitability.
Monitoring for additional network device types
We now support monitoring for 8 more network device types. You can start monitoring these devices by creating custom monitors.
Side Conversations for mobile
You can easily discuss specific issues or plans with external partners regarding tickets, quotes, projects, or invoices - all from the convenience of your mobile device.
Enhanced timer experience
Frictionless manual timer entries, real-time or rounded-off timer values for billing, differentiated manual and auto-timer entries for work logs, and more.
Contracts revamp
Support for bulk updates across contracts, easier contract renewals, policy-based service delivery and billing, billing reconciliation, and more.
Profitability reports
Accurate cost and revenue tracking with detailed, actionable reports on technician and client profitability.
Policy management framework revamp
We're building a new framework that's focused on automation, scalability, and efficiency with policy categories, policy inheritance, ability to turn on/off policies, and more.
Policy management enhancements
Splashtop configurations at the policy/group level and agent system tray icon configurations at the policy/ group level, and patch scan schedule.
Cybersecurity integrations
ESET integration for multi-layered antivirus protection.
Deeper billing integrations
Tighter integrations with Pax8 for usage-based subscription sync.
UX optimization - scaling ticketing
Enhancements to make editing ticket properties and replying to tickets a lot more intuitive. Includes collapsible properties pane, pinned ticket conversation widget, classic views to manage tickets better, and more.
Technician-initiated chat
Technicians can chat with users from within the platform, ensuring real-time communication, faster resolution, and improved client satisfaction.
ICMP Ping
Test device reachability and improve network diagnostics with ICMP ping.
Network discovery (enhancement)
Onboard and install agents on servers and workstations with network discovery (not limited to network devices).
Remote troubleshooting for network devices
Remotely access a network device through the SSH protocol.
AI for ticketing
Improved productivity and better decision-making with AI insights.
Support for more network device types
Full support for NAS, UPS, WAP, and WAC.
Alert suppression during maintenance windows
Stop the platform from sending alerts for server downtime and other expected events during maintenance windows.
Task enhancements
Create standalone tasks outside of tickets/projects to use as to-dos, create work logs at a task level, order tasks within tickets and projects, and more.
Quoting and invoicing enhancements
Ensure predictable revenue and healthy cash flows for growing and scaling MSPs with better quoting, invoicing, and service bundles. Convert quotes to tickets, projects, subscriptions, and reports.
Runbooks optimization
Empower technicians to work faster with task ordering, checklists, integrated scripting with IT documentation, improved approvals, and more in runbooks.
Enhanced protection for all digital assets with Sophos Managed Detection and Response.
Ticketing automation improvements
Auto-assign tickets to first responders, time triggers based on MSP business hours, and more.
Network monitoring improvements
Resolve network issues faster and stay on top of network devices' performance with remote troubleshooting and reporting.
Time series data support for workstations and servers
See trends in system data for workstations and servers and take proactive action.
Integration enhancement for data backup
Deeper integration with Acronis for full-feature data backup, recovery, and protection.
Work management optimization
Enable growing and scaling MSPs to manage their work calendar-first with insights optimised for customer satisfaction.
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