Ticketing & ITSM

SuperOps

Resolve SuperOps PSA tickets end-to-end and run the RMM side too - assets, alerts, patches, and knowledge - all from Dex.

Dex connects to SuperOps, the MSP platform that combines a PSA (tickets, clients, contracts, billing) with an RMM (managed endpoints, alerts, patching, scripts), through its single GraphQL API. Admins can search and work tickets end-to-end, look up clients, sites, and requesters, inventory RMM assets with their software and patch state, triage monitoring alerts, run automation scripts on endpoints, and search the knowledge base and IT documentation. Employees can raise and follow their own tickets and check the devices assigned to them through Dex Go. Available as an MSP global app: one shared API token, and each Dex tenant is confined to a single SuperOps Client by its accountId.

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What Dex does with SuperOps

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

For admins (Dex Pro)

Search and read tickets by client, status, priority, category, technician, and more, including the conversation thread and internal notes
Open, update, reply to, and resolve tickets - notes for technicians, requester-visible replies, and status changes read from the account catalog
Look up clients, sites, and client users (requesters), and create client users, sites, and IT documentation records
Inventory RMM assets and endpoints with software inventory, disk details, and patch state, and flag unmonitored devices for coverage gaps
Triage monitoring alerts by severity and status, per asset or across the customer
Run automation scripts on a managed endpoint - with approval - after confirming the exact asset and script
Search the SuperOps knowledge base and IT documentation, and read invoices, quotes, payments, and contracts
Deploy as an MSP global app - one API token, each customer confined to its SuperOps Client accountId

For employees (self-service)

Raise a SuperOps ticket for anything Dex can't resolve directly
Check the status of your own tickets and read the conversation history
Reply to a technician on one of your own tickets
Look up the devices assigned to you, with their online status, software, and patch state

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 SuperOps and work it end-to-end
>Open a ticket for Acme - "Laptop will not boot", priority High, request type Incident
>Which managed assets for Contoso are offline right now?
>Show me the critical open alerts across this customer's endpoints
>Run the Release & Renew IP Address script on DESK-FIN-014 after confirming with me

Employee prompts

>Open a ticket - my Bluetooth headset pairs but there's no audio in Teams
>What's the status of my laptop ticket?
>Reply to my ticket: still happening after a restart
>Is my machine online, and am I behind on patches?

Policy actions

Every action Dex can take on SuperOps 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
`superops_list_tickets`	List and read the requesting user's SuperOps tickets	self-only
`superops_create_ticket`	Open a new SuperOps ticket on behalf of the requesting user	self-only
`superops_add_ticket_note`	Add an internal technician note to a SuperOps ticket	self-only
`superops_reply_ticket`	Post a requester-visible reply on a SuperOps ticket	self-only
`superops_resolve_ticket`	Move a SuperOps ticket to a resolved or closed status	self-only
`superops_list_assets`	List SuperOps RMM assets/endpoints	self-only
`superops_view_asset`	Read a SuperOps asset's details, installed software and patch state	self-only
`superops_run_script`	Execute a SuperOps automation script on a managed endpoint	approvalself-only
`superops_list_alerts`	Read SuperOps monitoring alerts	self-only
`superops_search_kb`	Search the SuperOps knowledge base and IT documentation	—
`superops_list_client_users`	Look up SuperOps client users (requesters) for the customer	self-only
`superops_manage_client_records`	Create SuperOps client users, sites and IT documentation, and update the customer record	approvalself-only
`superops_update_asset`	Update a SuperOps asset's name, site, owner or warranty details	self-only
`superops_manage_tasks`	Read SuperOps tasks and worklogs, and add a task to a ticket	self-only
`superops_list_billing`	Read SuperOps invoices, quotes, payments and contracts for the customer	self-only

How to configure SuperOps

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

Setup steps

1
In SuperOps, go to Settings > API Tokens and create a new token with read access to Clients, Tickets, Assets, and Knowledge Base, plus write access to Tickets.
2
Copy the full token value, including the leading "api-".
3
Note the first label of your SuperOps URL as the subdomain (for https://acme.superops.ai the subdomain is "acme"), and your data centre (us or eu).
4
In Dex, enable the SuperOps integration and paste the API token, subdomain, and data centre.
5
Dex validates the credentials with a live call before saving. For MSPs, deploy as a global app and map each customer tenant to its SuperOps Client accountId.

Credentials required

api_token: SuperOps API token, copied whole including the leading "api-", with read access to Clients, Tickets, Assets, and Knowledge Base plus write access to Tickets
subdomain: The first label of your SuperOps URL - for https://acme.superops.ai this is "acme", not the full URL
data_center: Data centre region: "us" (api.superops.ai) or "eu" (euapi.superops.ai)
client_id: MSP global-app only - the SuperOps Client accountId this Dex tenant maps to, so every call is confined to that customer. Leave blank on the MSP master org.

Requirements

•A SuperOps account with an API token scoped for Clients, Tickets, Assets, and Knowledge Base (plus Tickets write for ticket automation)
•The correct subdomain and data centre - a mismatch returns 401 or 400
•Running scripts on endpoints requires approval and a confirmed asset and script name
•The SuperOps knowledge base has no per-customer filter, so on an MSP setup every mapped tenant can read the whole published article set - do not enable the KB import if any article is customer-confidential
•For MSPs, the integration deploys as a global app with per-tenant scoping by the SuperOps Client accountId

Related integrations

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