Ticketing & ITSM

Dex Ticketing

Dex's built-in ticketing - tickets live in Dex itself, worked end-to-end with no external PSA to connect.

Dex Ticketing is the built-in help desk: tickets live in Dex itself, so there is no external PSA to connect and no sync to configure. Dex reads the full activity feed, works tickets end-to-end, updates status, priority, and fields, assigns technicians, posts internal notes, and messages requesters in their own language once the admin signs off on the wording. It resolves only on evidence - either the requester confirmed the fix or Dex made a change and read the fixed state back - and parks tickets on the right waiting status when the ball is in someone else's court. You can also turn an M365 or Google Workspace mailbox into a ticket channel. On an MSP master instance, ticket lists default to a global view across all customer tenants, with per-tenant scoping available.

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What Dex does with Dex Ticketing

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

For admins (Dex Pro)

Work tickets end-to-end - read the full activity feed, then update status, priority, type, and tenant-custom fields
Assign tickets to technicians by searching the assignee directory
Post internal notes and requester-visible comments (comments are emailed to the requester after you sign off on the wording)
Resolve tickets only on evidence, with a required root-cause / action-taken / reason note before the status flips
Park tickets on the right status - waiting on the user, handed off, or unresolved - when work is not finished
Create tickets and search any object type by status, company, priority, or free text
Turn an M365 or Google Workspace mailbox into a ticket channel
On an MSP master instance, list tickets globally across all customer tenants or scope to a single tenant

For employees (self-service)

Open a ticket for anything Dex cannot resolve directly
Check the status of your own tickets
Reply to or add a comment on one of your tickets

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 new ticket and resolve it end-to-end
>Assign HORIZ-1019 to Hilly and set it to in progress
>Draft a reply to the requester on this ticket letting them know we are on it
>List all tickets with status new, sorted newest first
>Set this ticket to urgent and add an internal note about what I found

Employee prompts

>Open a ticket - my VPN keeps dropping
>What is the status of my laptop replacement ticket?
>Add a comment to my ticket: still happening after a reboot

Policy actions

Every action Dex can take on Dex Ticketing 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
`dex_ticketing_view_tickets`	Read and search tickets and other Service Management objects, including the full activity feed	self-only
`dex_ticketing_update_tickets`	Update ticket status, priority, fields, assignment, and post internal notes and requester-visible comments	—
`dex_ticketing_change_requester`	Change a ticket's requester (controls who receives outbound ticket email)	approval
`dex_ticketing_attach_reference`	Reference an attached file inside a note or comment, sending it out of the organization	approval
`dex_ticketing_delete_ticket`	Delete a ticket or other Service Management object	approval

How to configure Dex Ticketing

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

Setup steps

1
Dex Ticketing is built in and enabled by default - there is nothing to connect and no external PSA credentials to enter.
2
The internal Service Management API is auto-provisioned; the platform mints a short-lived, path-scoped bearer per request, so no credentials are stored.
3
Optionally, turn an M365 or Google Workspace mailbox into a ticket channel using your existing platform credentials for that provider.
4
Configure your ticket schema - statuses, priorities, types, and custom fields are tenant-customized in Service Management.
5
On an MSP master instance, tickets can be viewed globally across all customer tenants or scoped per tenant.

No extra credentials

This integration is covered by your Microsoft 365 tenant authorization to Dex. There are no per-app credentials to create or rotate.

Requirements

•Built in and enabled by default - no external PSA to connect
•The internal Service Management API is auto-provisioned with a per-request scoped bearer; no credentials to enter
•To use a mailbox as a ticket channel, an existing M365 or Google Workspace connection for that provider
•company and contact objects exist only on the MSP master instance

Related integrations

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