Ticketing & ITSM

Kaseya BMS

Resolve Kaseya BMS service desk tickets end-to-end - Dex picks them up, works them, and writes native status and internal notes back.

Dex connects to Kaseya BMS (formerly Vorex), the Kaseya PSA, so it can run the service desk conversationally - list and search tickets, open and update them, add internal or customer-visible notes, resolve them, assign technicians, and log time. Beyond the service desk, admins can look up CRM contacts, view contracts and invoices, browse projects and search project tasks, and create sales opportunities. Employees open and track their own tickets through Dex Go. Available as an MSP global app: one shared BMS API-employee credential, with each Dex tenant scoped to a single BMS CRM Account via the account id, so each customer sees only its own tickets, contacts, and finance records.

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What Dex does with Kaseya BMS

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

For admins (Dex Pro)

Sync tickets with Kaseya BMS - pick up tickets, work them end-to-end, and write native status and internal notes back
List, search, create, and update service desk tickets by account, status, queue, and priority
Add internal (technician-only) or customer-visible notes, resolve tickets, and assign them to technicians
Log time against tickets and add billable charges - charges require approval
Look up CRM contacts, and view contracts and invoices for the scoped account
Browse projects and search project tasks
Create sales opportunities - with approval
Deploy once as an MSP global app, with each customer confined to its BMS CRM Account via the account id

For employees (self-service)

Open a Kaseya BMS ticket for anything Dex cannot resolve directly
Check the status of your own tickets by ticket number
Add a note or reply to one of your own tickets
Update or track your own ticket, and confirm when a fix worked

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 Kaseya BMS and resolve it end-to-end
>Open a BMS ticket - "Laptop will not boot, power LED blinks amber", priority High
>List open BMS tickets for this account, excluding completed ones
>Log 15 minutes against ticket 18423 and add an internal note
>Look up the BMS contact for dlevi@contoso.com

Employee prompts

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

Policy actions

Every action Dex can take on Kaseya BMS 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
`kaseya_bms_list_tickets`	List and search the user's Kaseya BMS tickets	self-only
`kaseya_bms_view_ticket`	View a Kaseya BMS ticket the user reported	self-only
`kaseya_bms_create_ticket`	Create a Kaseya BMS ticket	self-only
`kaseya_bms_update_ticket`	Update a Kaseya BMS ticket the user reported	self-only
`kaseya_bms_add_note`	Add a note to a Kaseya BMS ticket	self-only
`kaseya_bms_resolve_ticket`	Resolve or close a Kaseya BMS ticket	self-only
`kaseya_bms_assign_ticket`	Assign a Kaseya BMS ticket to a technician	—
`kaseya_bms_lookup_contacts`	Look up Kaseya BMS contacts	—
`kaseya_bms_log_time`	Log time against a Kaseya BMS ticket	—
`kaseya_bms_view_contracts`	View Kaseya BMS contracts	—
`kaseya_bms_view_invoices`	View Kaseya BMS invoices	—
`kaseya_bms_view_projects`	View Kaseya BMS projects	—
`kaseya_bms_search_project_tasks`	Search Kaseya BMS project tasks	—
`kaseya_bms_manage_charges`	Add a billable charge to a Kaseya BMS ticket	approval
`kaseya_bms_manage_opportunity`	Create a Kaseya BMS sales opportunity	approval

How to configure Kaseya BMS

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

Setup steps

1
In Kaseya BMS, go to HR > Employees and add an employee with User Type "Api Employee" - it consumes no subscription license and is exempt from MFA.
2
Under Admin > Security > Roles, grant that user's role "API Access" so it can mint tokens.
3
Select the API user and choose "Reset and Send instructions" to set its credential - the account needs a valid email for this.
4
Note your BMS region API host (Americas, EMEA, APAC, or legacy Vorex), the company (tenant) name, and the API username.
5
In Dex, enable the Kaseya BMS integration and paste the server URL, tenant, username, and credential. Dex validates with a live authenticated read before saving. For MSPs, scope each customer Dex Org to its BMS CRM Account id and leave the account id blank on the MSP-master connection.

Credentials required

server_url: BMS API host for your region: https://api.bms.kaseya.com (Americas), https://api.bmsemea.kaseya.com (EMEA), https://api.bmsapac.kaseya.com (APAC), or https://api.vorexlogin.com (legacy Vorex). Shown under My Settings in BMS.
tenant: The BMS company name used on the authenticate call
username: The API-employee account username (HR > Employees, User Type "Api Employee")
password: That account's credential, set via "Reset and Send instructions" in BMS
account_id: Optional per-Dex-Org MSP scope: a single BMS CRM Account id (1 or greater) confining this org to that customer. Leave blank for the MSP-master connection that sees every account.

Requirements

•A Kaseya BMS tenant with a dedicated Api Employee account whose role has API Access enabled
•The correct regional API host for your tenant - the connection refuses any host outside Kaseya's published set
•Rate limit is 1500 calls per hour per endpoint, shared across every tenant using the same MSP credential
•For MSPs, the integration deploys as a global app with per-tenant scoping by BMS CRM Account id

Related integrations

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