Superkind for IT service providers

At an IT service provider the day revolves around tickets, maintenance and SLAs. Sorting tickets, scheduling maintenance windows, writing reports, monitoring response times. You hand this work to Superkinds. You describe it once in Slack, Teams or by email, they do it in your tools, and nothing goes out before you approve it.

Superkind Team

Every example is set at Schneider GmbH, a made-up company

Meet the IT service provider Superkinds

Four Superkinds, each with one clear job. They all share the same company knowledge, so the Report Writer knows the tickets from the Ticket Sorter

A maintenance window, from planning to report

How a server maintenance for customer Weber AG runs through the four Superkinds

YouMicrosoft Teams

@Superkind Weber AG needs a maintenance window on Saturday for the database server. Updates and backup check. Handle everything around it.

  1. Ticket Sorter

    prioritizes the ticket and checks the SLA deadlines

    Ticket prioritized
  2. Maintenance Planner

    aligns the slot with the customer and schedules the window

    Maintenance window confirmed With your approval
  3. SLA Monitor

    monitors SLA times during the maintenance

    SLA report
  4. Report Writer

    writes the completion report and sends it to the customer

    Maintenance report With your approval
Result

The maintenance is documented, the customer has the report.

FreshdeskOutlookSlack

Ticket Sorter: no ticket gets lost

Reads new tickets from Freshdesk and the inbox, assigns priority and customer and checks whether the SLA deadline will be met

support
You8:00

@Superkind What is on the plate today?

Ticket SorterSuperkind8:01

Five new tickets, two with a tight SLA:

  • Weber AG, database server high, SLA 4h Waiting for you
  • Kraus KG, printer issue medium, SLA 8h
  • Möller GmbH, VPN access low, SLA 24h

Set up in three steps

  1. Write in Slack: "@Superkind, I need a Ticket Sorter. Sort new tickets every morning and flag the ones with a tight deadline."

  2. Connect Freshdesk and the inbox. Superkind reads the tickets and the SLA terms for each customer.

  3. Say when it runs: "Every morning at 8 in #support." Superkind saves it as a routine.

Google CalendarFreshdeskOutlook

Maintenance Planner: aligns the slot

Takes upcoming maintenance tasks, proposes times to the customer and books the confirmed window in the calendar

Service
You9:30

@Superkind Schedule the maintenance window with Weber AG. Saturday 6 to 10 would work.

Maintenance PlannerSuperkind9:32

Time proposal sent to Weber AG. Saturday 6:00 to 10:00.

  • Weber AG Sat 6:00–10:00 proposed Waiting for customer
  • Kraus KG next week Tue evening Confirmed
  • Möller GmbH no window needed Done

Set up in three steps

  1. Write in Teams: "@Superkind, I need a Maintenance Planner. Schedule maintenance windows with customers."

  2. Connect Google Calendar, Freshdesk and the inbox. Superkind sees maintenance tickets and customer contacts.

  3. Confirm the rule: every time proposal to the customer waits for your approval.

FreshdeskExcelSlack

SLA Monitor: alerts when time gets tight

Checks all open tickets against their SLA deadlines and alerts you in Slack when a ticket is about to breach

support
You11:00

@Superkind How are our SLAs looking today?

SLA MonitorSuperkind11:01

One ticket is getting close, the rest is in the green:

  • Weber AG, database server 45 minutes left Waiting for you
  • Kraus KG, printer 5 hours left Done
  • Möller GmbH, VPN 20 hours left Done

Set up in three steps

  1. Write in Slack: "@Superkind, I need an SLA Monitor. Check all open tickets and warn me when a deadline gets tight."

  2. Connect Freshdesk. Superkind reads the SLA terms and ticket times.

  3. Say when it warns: "Less than one hour remaining, immediately in #support."

FreshdeskWordOutlook

Report Writer: documents what was done

Collects the completed tickets and maintenance tasks for a customer, writes the report in Word and shows it to you for approval

Service
You16:00

@Superkind Write the maintenance report for Weber AG.

Report WriterSuperkind16:04

Report is ready. Database server maintained, updates installed, backup checked.

Maintenance report Weber AGServer maintenance March 15 · 3 actions

Set up in three steps

  1. Write in Teams: "@Superkind, I need a Report Writer. Write the customer report after every maintenance."

  2. Connect Freshdesk, Word and the inbox. Superkind takes the ticket data and writes the report into the template.

  3. Set the rule: "No report goes out without my approval."

Frequently asked questions

Can Superkind solve technical issues?

No. Superkind handles the work around the service: sorting tickets, scheduling slots, monitoring SLAs and writing reports. The technical work stays with your team.

Which ticketing systems are supported?

Superkind has 1,700+ integrations, including Freshdesk, Jira, Zendesk and many more. Nobody has to learn a new tool.

Can I set my own SLA thresholds?

Yes. You tell Superkind when to warn you. It reads the SLA terms from your ticketing system; you set the warning threshold.

What does it cost?

You can try Superkind for free, with up to 150 hours of work and no credit card. Business starts at €50 a month for unlimited users. €1 gets about one hour of work done. Every plan is on the pricing page.

Is my data safe?

Superkind keeps storage and AI models in the EU, is GDPR compliant and aligned with the EU AI Act. No model is trained on your data.

More use cases

The other departments and their Superkinds

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