Tickets
Queues, templates, assignment, linked tickets, notes, checklists and attachments, with Manager, Staff and Requester views.
Supportacus Flex by Digital Nexus
One request desk for every department in your agency.
IT, facilities, HR, finance and operations each get their own queue, rules and staff. Your people ask for help in one place, and each department sees only its own work.
- 30-day free trial. No credit card.
- Runs in the browser on PC, Mac, tablet and phone. Nothing to install.
- Purchase orders and invoices accepted.
- 1Requesters pick a card for what they need.
- 2Self-service answers sit next to the request cards.
- 1A guided form: details, contact, links, files.
- 2The request belongs to one unit (department).
- 3Priority and needed-by date travel with the ticket.
- 1Queues for unassigned, assigned, completed, watched and voided work.
- 2Switch between Manager, Staff and Requester views.
- 3Each ticket carries its unit, so access follows the department.
Handles requests like
- IT help desk
- Incidents
- HR requests
- Facilities maintenance
- Inter-departmental
- Purchase orders
- Change management
- Equipment outages
- Customer support
- Sales support
- Complaints
- Equipment requests
Who it is for
Built for how agencies work
Pick the kind of organization closest to yours.
Every department on one system, each in its own lane
Set up a unit for each department. Staff raise requests from one portal, and each unit works its own queue with its own staff, templates and rules.
- Departments see and manage only the requests for the units they belong to.
- Changes are written to an audit log you can filter by date, module and event.
- Buy by purchase order and pay by invoice, billed once a year.
Client requests and project work in the same place
Log client asks as tickets with notes, checklists and files, then run the larger jobs as projects with tasks and statistics.
- Track each project by unit, status and dates in one list.
- Link related tickets so the history of a request stays together.
- Everyone plans their week on a personal board and calendar.
Queues, service levels and the equipment behind them
Route tickets with rules, hold teams to SLA policies, and keep assets, licenses, contracts and vendors next to the tickets they affect.
- Routing rules send new tickets to the right queue.
- SLA policies set response and completion targets.
- Asset records show type, status, unit, site and who has it.
A front door for HR, facilities, finance and IT
Requesters are free and unlimited. They pick a card, fill in a short form, and follow their request until it is done.
- Answer common questions with knowledge base articles.
- See open, unassigned, overdue and completed counts at a glance.
- Staff pay per agent seat; the people asking pay nothing.
What it does
The modules your teams will use
Every screenshot below is the real application with demo data.
Self-service portal
Cards for each kind of request, designed per organization in the portal designer.
Knowledge base
Articles written by each department, so people can help themselves.
Personal dashboard
Overview, my tasks, a kanban board, calendar, notes and a focus view.
Projects
Projects with tasks, notes and statistics, owned by a unit.
BPM Forms
EnterpriseMulti-stage request and approval forms: a form builder, stages and actions, routing to staff, email notifications, print layouts and field history.
Asset management
Assets, licenses, contracts, vendors, asset types and alerts.
Reports
Ticket, asset, staff and satisfaction reports with a viewer and export.
Setup and SLAs
Units, users, per-unit roles, SLA policies, routing rules and scheduled jobs.
Also included: contacts and contact logs, staff directory, sites, calendar, assessments, diagrams, many visual themes, and a Classic or Cards form layout.
Security and access
Who can see what, in plain terms
What your procurement and IT reviewers will want to know.
- Access follows the departmentPeople see and manage only the units they belong to. The database and the application both enforce it.
- Roles set per unitA person can be a requester in Finance, staff in IT and a manager in Facilities.
- Scoped administratorsSeparate organization, setup and site administrator roles, so no one needs more access than their job.
- Audit log of changesFilter changes by date, module, event and user.
- Your data kept separateEach organization's data is isolated from every other organization.
- Hosted on Microsoft AzureHTTPS on every page and every request.
Have security questions? Ask us. We only list what the product does today.
Pricing
Pay for the staff who work tickets
Priced per agent seat and billed annually. Requesters are unlimited and free. Minimum 5 agent seats.
| Feature | Essentials$19 / agent / month$228 per agent per year | RecommendedProfessional$39 / agent / month$468 per agent per year | EnterpriseTalk to usVolume seats |
|---|---|---|---|
| Included with every plan | |||
| Unlimited free requesters | Included | Included | Included |
| Tickets, queues and templates | Included | Included | Included |
| Approvals and checklists | Included | Included | Included |
| Self-service portal | Included | Included | Included |
| Knowledge base | Included | Included | Included |
| Personal dashboard | Included | Included | Included |
| Reports and ticket exports | Included | Included | Included |
| Sites, contacts and staff directory | Included | Included | Included |
| Calendar | Included | Included | Included |
| Diagrams | Included | Included | Included |
| Operations | |||
| Projects | -- Not included | Included | Included |
| Asset management | -- Not included | Included | Included |
| Assessments | -- Not included | Included | Included |
| SLA policies | -- Not included | Included | Included |
| Routing rules | -- Not included | Included | Included |
| Security | |||
| Single sign-on and directory sync | -- Not included | -- Not included | Included |
| Advanced modules | |||
| BPM Forms | -- Not included | -- Not included | Included |
| Extranet document portal | -- Not included | -- Not included | Included |
| AI module (uses your own AI provider key) | -- Not included | -- Not included | Included |
| Getting started | |||
| Volume seat pricing | -- Not included | -- Not included | Included |
| Onboarding help | -- Not included | -- Not included | Included |
| Data import | -- Not included | -- Not included | Included |
| Start a trial | Start a trial | Talk to us | |
Purchase orders and invoices accepted
Send us your PO and we invoice your accounts payable team. No card required.
Billed annually
Seats are billed once a year, per agent.
Who counts as an agent
Anyone who works tickets or administers the system. People who only submit requests are free.
Request an account
Start a 30-day free trial
We review each request and email you when your account is ready. Use the same form for questions.
- Send the form. Tell us about your organization.
- We set up your account. You get an email when it is ready.
- Invite your teams. Create units, add staff, and open the portal.
Questions
Frequently asked
How does the free trial work?
Request an account and we set it up for you. The trial lasts 30 days and needs no credit card.
What is an agent, and who is free?
An agent is anyone who works tickets or administers the system. People who only submit and follow their own requests are requesters, and requesters are unlimited and free. Plans start at 3 agent seats.
Can we pay annually with a purchase order?
Yes. Every plan is billed annually, and we accept purchase orders and pay-by-invoice.
Is our data kept apart from other organizations?
Yes. Each organization's data is isolated, and inside your organization access is scoped by unit, so people see only the departments they belong to.
We use the legacy Supportacus. How do we move to Flex?
Supportacus Flex is the successor to the Supportacus you already use. Choose "Moving from legacy Supportacus" in the form and we will plan the move with you.
What do we need to install?
Nothing. Supportacus Flex runs in a modern browser on PC, Mac, tablet and phone, and is hosted on Microsoft Azure.