Give IT work one clear place to land

Employees know where to ask. IT gets the details, owner, history, and next step—whether the job is a laptop setup, access request, software problem, or incident follow-up.

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From first report to final fix

Keep the request, the work, and the answer together so nothing disappears between inboxes.

Make ownership obvious

Route each request to the right board, assign an owner, and keep its status visible. The employee can follow progress without chasing IT for another update.

Learn more about Make ownership obvious

Keep the fix for next time

Write troubleshooting notes, setup guides, and known fixes beside the work. When the same issue returns, the answer is easy to find and still has useful context.

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Troubleshooting knowledge

The answer should outlast the ticket

Keep setup guides, known fixes, service notes, and decisions in pages the team can improve while they work. Link the right guide to the request, then update it while the details are still fresh.

Documentation and team spaces organised in Superthread
An IT request with its owner, status, details, and discussion in Superthread

Clear request history

Anyone can see what happens next

A request holds the original problem, its owner, status, files, conversation, and next action. IT works from one complete record, and the employee gets an update without starting another thread.

Superthread agents

Take the repeat work out of the queue

Give each automation one narrow job, the IT spaces it needs, and a clear moment to run.

When a form is submitted The agent starts as soon as someone submits the connected Superthread form. For this example: A joiner or leaver form is submitted

Coordinate joiner or leaver setup

Create owned account, device, software, permission, and security tasks.

Example prompt

“Create the IT setup plan from this joiner or leaver request. Include accounts, devices, software, permissions, and security tasks with owners and dates.”

Time saved2–3 hours/week A rough estimate based on the manual work involved. Actual savings will vary by workflow and volume.

When someone mentions it The agent starts when someone @mentions it in a comment. For this example: Someone mentions the agent on an IT request

Answer a common IT question

Use approved setup and troubleshooting guides, with source links employees can check.

Example prompt

“Answer this IT question using only the approved setup and troubleshooting guides. Link the exact source and say when the guides do not contain an answer.”

Time saved1–2 hours/week A rough estimate based on the manual work involved. Actual savings will vary by workflow and volume.

When a form is submitted The agent starts as soon as someone submits the connected Superthread form. For this example: A support or access request arrives

Check an IT request

Ask for the device, account, urgency, error details, and files IT needs to begin.

Example prompt

“Check this request for the device, account, urgency, error details, and useful files. Ask for anything missing before assigning the work.”

Time saved1–2 hours/week A rough estimate based on the manual work involved. Actual savings will vary by workflow and volume.

On a schedule The agent runs automatically on the schedule you choose. For this example: Weekly during an access review cycle

Check an incomplete access review

Find missing owners, overdue decisions, and removal tasks in the review plan.

Example prompt

“Check this access review for missing owners, overdue decisions, and incomplete removal tasks. Create the follow-up where action is still needed.”

Time saved1–2 hours/week A rough estimate based on the manual work involved. Actual savings will vary by workflow and volume.

When new work is added The agent starts when a card, page, or board is added where you choose. For this example: An incident review page is added

Turn an incident review into action

Carry decisions and lessons from the incident page into owned follow-up work.

Example prompt

“Review this incident record and retrospective. Create tasks for every agreed follow-up, preserve the owner and due date, and link each task back to the source decision.”

Time saved1–2 hours/week A rough estimate based on the manual work involved. Actual savings will vary by workflow and volume.

Browse every agent use case See how agents work

Built around the work IT gets every day

Start with the jobs your team already handles, then shape each workflow around the details it actually needs.

Employee support

Collect the problem, affected device, urgency, and useful files before the request reaches the queue.

Access changes

Handle new access, permission changes, and removals with a clear approver and a complete record.

Devices & software

Manage laptop, peripheral, licence, and application requests from approval through delivery.

Recurring admin

Reuse checklists for account reviews, renewals, maintenance, onboarding, and offboarding.

Questions IT teams ask us

  • Can Superthread replace our IT service desk?
    Superthread can handle internal request intake, routing, ownership, delivery boards, documentation, and follow-up in one workspace. Teams that need a full ITIL platform, CMDB, or specialist incident tooling may keep those systems and use Superthread for the work around them.
  • Can employees track their own IT requests?
    Yes. Employees can see the status, owner, due date, comments, and files attached to their request. They can follow progress without needing access to the IT team's full board.
  • Can IT work stay private?
    Yes. Put IT, security, or access work in private spaces and decide who can view or edit it. Public guidance can live separately from sensitive requests and incident follow-up.
  • Can we manage onboarding and offboarding?
    Yes. Create a repeatable plan for accounts, devices, software, permissions, security checks, and handovers. Assign work across IT, People, Finance, and the manager while keeping each team's private details separate.
  • Does Superthread include IT documentation?
    Yes. Use pages for troubleshooting guides, setup instructions, service notes, policies, and incident reviews. Link those pages directly to requests and projects so the instructions and the work do not drift apart.
  • Can we track hardware and software inventory?
    Superthread can track the requests, approvals, assignments, renewals, and follow-up around devices and software. It is not a dedicated asset inventory or licence-management database, so detailed inventory can remain in your existing system.
  • How do we handle recurring IT work?
    Turn common jobs into reusable projects, task templates, checklists, and forms. Account reviews, renewals, maintenance, joiner setup, and leaver access removal can follow the same clear steps every time.