Ticketing & ITSM

Atera

Resolve Atera tickets end-to-end and report device status - Dex works the ticket, sets its status, and writes internal notes back.

Dex connects to Atera (RMM + PSA + Helpdesk) so it can work tickets end-to-end and report on RMM devices without leaving your existing workflow. Dex picks up tickets, works them, and writes status and internal technician notes back for clean audit trails, and it can look up customers, contacts, agents, and alerts across the account. Atera's REST API is read plus ticket/customer/contact CRUD plus monitoring management - there is no device-action endpoint, so Dex reports device status but never promises a remote reboot or script through Atera. Available as an MSP global app: one shared account API key covers every customer, and each Dex tenant is confined to a single Atera Customer via customer_id.

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What Dex does with Atera

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Work Atera tickets end-to-end - create, search, update status, and add comments through the REST API v3
Assign a technician on a ticket by setting TechnicianContactID (no separate assignment endpoint)
Look up customers and contacts (end users) across the account, and create or update them
Report on RMM agents and monitored devices - online state, OS, last reboot, logged-in user, agent version
Triage alerts and read contracts, invoices, and knowledge base articles
Deploy once as an MSP global app - one shared account API key, each Dex tenant confined to a single Atera Customer via customer_id

For employees (self-service)

Open an Atera ticket for a new, unrelated issue Dex can't resolve directly
Check the status of your own tickets
Add a comment or reply to one of your tickets
Check whether your own device is online and up to date

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Find the latest open ticket in Atera and resolve it end-to-end
>Open an Atera ticket for jane@acme.com - "Laptop won't boot", priority High
>List open tickets for the Contoso customer
>Assign ticket 4821 to the technician handling network issues and set it to Pending
>Is the agent on FIN-LAPTOP-014 online, and when did it last reboot?

Employee prompts

>Open a ticket - my VPN keeps dropping
>What's the status of my laptop replacement ticket?
>Add a comment to my ticket: still happening after reboot
>Is my computer online and up to date?

Policy actions

Every action Dex can take on Atera is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`atera_list_tickets`	List the user's own Atera tickets	self-only
`atera_view_ticket`	View an Atera ticket the user owns	self-only
`atera_create_ticket`	Create an Atera ticket on behalf of the user	self-only
`atera_update_ticket`	Update one of the user's Atera tickets	self-only
`atera_add_comment`	Add a comment to one of the user's Atera tickets	self-only
`atera_check_device_status`	Check the status of devices in the user's Atera customer (read-only)	self-only

How to configure Atera

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
In Atera, go to Admin > API and generate the account API key.
2
In Dex, enable the Atera integration and paste the account API key.
3
For a customer-scoped connection, note the Atera CustomerID (find it in the customer's Atera URL or via GET /api/v3/customers) and store it as customer_id.
4
Leave customer_id blank for an MSP-master connection that sees the whole account.
5
Dex validates the key with a live read before saving, then you configure policy actions and lifecycle status mappings.

Credentials required

api_key: Atera account API key from Admin > API (requires a paid Atera subscription; not available on a free trial)
customer_id: Optional Atera CustomerID to confine this connection to a single customer (per-customer MSP isolation); blank for the MSP-master connection

Requirements

•A paid Atera subscription with API access enabled - the API is not available on a free trial
•An account API key generated under Admin > API
•Atera has no device-action API - Dex reports device status but cannot reboot, run a script, or send remote commands through Atera
•For MSPs, the integration deploys as a global app with per-customer scoping via customer_id

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