NexaDesk Documentation

1. System overview

NexaDesk is desktop management software for IT service companies, workshops, invoices, rental equipment, tickets, licenses and agent monitoring.

The platform includes the desktop app, the PHP web ticket portal, monitoring agents and NexaDesk server services for licensing and updates.

Use the desktop app for daily operations.
Use the ticket portal for customer requests and knowledge base.
Use agents or encrypted relay for server status and metrics.

2. Requirements

macOS or Windows 10/11 64 bit are recommended. Internet is required for license activation, updates and ticket sync.

The ticket portal requires PHP 8, MySQL/MariaDB, PDO, pdo_mysql, json and openssl/random_bytes.

Linux agent: systemd and network access.
Windows agent: PowerShell and administrator permissions.
Relay: outbound HTTPS to NexaDesk server.
Use HTTPS and authenticated SMTP in production.

3. Desktop installation

macOS: open the ZIP, move the app to Applications and approve it in Privacy & Security if needed.

Windows: run the EXE installer and follow the wizard. SmartScreen warnings may appear until official code signing is available.

Do not run permanent copies from Downloads.
Activate the license after first launch.
Complete the initial setup wizard.

4. License and first setup

The official license server is preconfigured inside the app and should not be changed by the user.

The wizard collects company details, country, tax regime, VAT ID, address, email, phone and default tax rate.

Germany: choose standard taxation, Kleinunternehmer or reverse charge.
Italy: choose standard, forfettario, reverse charge or exempt.
Check included modules: Documents, Ticket Portal, Rental Fleet, Agent, Remote Support, Italian FatturaPA and Newsletter may depend on the purchased plan.
If a module is not included, NexaDesk shows a module lock screen and blocks the related internal actions as well.
Check tax rates and legal notes because they are used in documents.
Do not remove licenses; activate a new serial when needed.

5. Settings

Settings include company data, SMTP, local paths, backups, updates, ticket portal and tax settings.

SMTP is required for operational emails, ticket notifications, backups and messages.

Send a test email.
Create backups before major updates.
Default path: Documents/NexaDesk Gestionale.
Update channel: https://nexadesk.de/updates/.

6. Daily use

Use the Dashboard for clients, documents, due dates and revenue overview.

Client records contain profile data, contacts, documents, contracts, tickets and rental devices.

Create quotes and convert accepted quotes into orders.
Mark orders as sales or rentals.
Generate invoice PDFs and Italian XML when configured.
Check due dates regularly.

7. Service and workshop

Service records manage device intake, diagnosis, work performed, model, optional serial number, report and checkout.

PDFs for intake, service report and checkout should follow the real workshop process.

Create a service record at device intake.
Document issue and accessories.
Generate intake PDF.
Update diagnosis and work log.
Generate checkout PDF and link invoice.

17. Data, backups and security

Data belongs in user folders, not in application files. Updates must not remove customer data.

Tokens, SMTP credentials, database passwords and system access must be protected.

Check default paths under Documents/NexaDesk or the configured document folder.
Create backups before updates.
Use HTTPS for website and portal.
Restrict SSH/FTP access.
Do not share config.php or tokens.

8. Web ticket portal

The PHP ticket portal is generated from the desktop app and uploaded to web hosting.

The desktop app connects through portal URL and API token in NexaDesk settings.

Generate the package in the app.
Upload files by FTP into /ticket.
Open install.php and configure database, categories and email.
Copy the API token into NexaDesk.
Save, verify and sync.

9. Ticket email and tracking

After ticket creation the customer should receive an email with a personal tracking link.

Use SMTP, SPF, DKIM, DMARC and HTTPS in production.

Create a test ticket.
Check email and tracking link.
If email fails, inspect SMTP settings and server logs.
Tickets remain stored even if email delivery fails.

16. Ticket portal and in-app support

The ticket portal handles customer requests, tracking links and knowledge-base articles.

NexaDesk syncs tickets through portal URL and API token so operators can read, reply and update ticket status inside the desktop app.

Upload portal by FTP and run install.php.
Paste API token into NexaDesk.
Configure SMTP for ticket emails.
Create a test ticket in the portal.
Sync inside NexaDesk, read the ticket, reply and update status.

10. NexaDesk remote support

NexaDesk remote support connects the NexaDesk user to an assisted customer computer. It can start from the client record in the desktop app or run through the standalone Remote Client.

The standard mode uses a temporary partner ID and password shared by the assisted customer. Direct access should only be used with an active support contract or explicit written authorization.

Open the client record or Remote Support in the desktop app.
Ask the assisted customer to download and open the official Remote Client.
Receive the partner ID and temporary password from the assisted customer.
Enter the ID, verify it, then enter the password.
Start the session and wait for screen sharing and remote control consent.
When the session ends, fill in the intervention report with notes, start time, end time, outcome and billable status.
If a support contract is active, the report is stored as covered work; otherwise it can be used for billing.

Download Remote Client

10.1 Remote Client installation and permissions

Remote Client displays ID and password to the assisted customer and asks for screen sharing and remote control permissions when required.

macOS requires Screen Recording and Accessibility permissions. Windows may require UAC confirmation for elevated windows.

Download Remote Client only from the official NexaDesk website.
Windows: run the EXE and confirm prompts only when the source is correct.
macOS: open the package, extract the app and drag NexaDesk Remote Client into Applications. Do not run it permanently from Downloads, Desktop or directly from the ZIP.
Start NexaDesk Remote Client from Applications. If macOS blocks the launch, use right click > Open or allow it in System Settings > Privacy & Security.
Open Settings > Assistance inside Remote Client and check the macOS permissions panel.
Allow Screen Recording so the technician can see the assisted Mac desktop.
Allow Accessibility so mouse and keyboard can be controlled remotely.
After changing macOS permissions, close and reopen NexaDesk Remote Client.
If macOS shows the app as allowed but the viewer still waits for the remote screen, remove NexaDesk Remote Client from Screen Recording and Accessibility, add it again, then restart the app.
Share ID and password only with the authorized technician.
End sharing or close the client when the session is complete.

10.2 Authorized direct access

Direct access is intended for customers with an active support contract or recurring managed systems.

The access must be contractually or explicitly authorized. Secrets should be rotated when the contract ends, staff changes or compromise is suspected.

Check the active support contract in the client record.
Store access data only on the correct customer record.
Start direct sessions only for authorized systems.
Document every intervention with technician, duration and notes.
Disable direct access when the contract ends.
Do not store unnecessary personal or administrator passwords.

11. Monitoring agents

The agent collects CPU, RAM, disk, uptime, operating system and last contact for rental servers.

Values are shown directly in the rental fleet table and monitoring detail. Supported operating systems and device families are listed on the compatibility page.

Create asset and select Agent or Relay mode.
Generate the agent package.
Copy package to customer server.
Install and start the service.
Wait for heartbeat or run relay sync.

Open agent and device compatibility

11.1 Add an SNMP device to the rental fleet

SNMP is used for printers, copiers, firewalls, routers, NAS, UPS units and other devices that cannot run the NexaDesk Agent directly.

A gateway agent inside the customer network queries the device locally and sends only the configured status values to NexaDesk. SNMP should never be exposed directly to the public internet.

Prepare the device with a static IP address or DHCP reservation.
Write down brand, model, serial number and local location.
Open the device web panel and enable read-only SNMP, preferably SNMPv3 or SNMPv2c with a dedicated community.
Avoid public/private communities and restrict access to the local network when possible.
Open NexaDesk rental fleet and create the device record.
Select Gateway/SNMP monitoring and enter IP, port 161, SNMP version and community or SNMPv3 credentials.
Generate the Agent Gateway package and install it on an always-on PC/server in the customer network.
Run the SNMP test and then check last contact, status, counters and consumables.
If only basic values appear, a vendor-specific OID profile may be required.

Check compatible devices

11.2 SNMP troubleshooting

SNMP issues are usually caused by wrong IP, VLAN/firewall rules, disabled SNMP, wrong community or vendor-specific OIDs.

Check ping first, then UDP port 161, then SNMP read permissions.
If ping works but SNMP fails, verify SNMP service, firewall and community.
If toner/counters are missing, check vendor profile or OID list.
If data disappears, verify static IP and gateway service.
Use read-only permissions and never store administrator passwords.

12. Encrypted relay

The relay is used when there is no direct access, static IP or VPN.

NexaDesk server stores only encrypted envelopes; decryption happens locally in the desktop app.

Use relay only when direct connection is not practical.
Keep relay_token and relay_secret safe.
Check internet, firewall, clock and relay URL when no data arrives.
Do not store system passwords in agent payloads.

15. Agent installation details

Agent packages are generated per asset and include token and configuration.

Linux usually uses systemd; Windows uses a service installed with administrator rights.

Generate package from rental fleet.
Open agent folder and copy package to target machine.
Linux: install under /opt/nexadesk-agent and check systemctl status.
Windows: run PowerShell as administrator and execute install script.
Check first heartbeat or relay sync in NexaDesk.

7. Suppliers and purchase prices

Supplier management stores master data, payment terms, delivery times, deadlines, purchase catalogues and price history.

Products can be entered manually or imported from Amazon Business pages when the page exposes readable product data.

Create the supplier with category, status, contact person and payment terms.
Add deadlines for payments, renewals, orders or reminders.
Maintain purchase products with SKU, ASIN, brand, net/gross price, VAT, currency and availability.
Paste the Amazon Business URL, read the product, verify values and save it.
Review price history before promoting an item to the main product catalogue.

13. Troubleshooting

Most first issues are caused by license state, SMTP, PHP/MySQL, file permissions, firewall or incorrect URLs.

License: check serial, internet connection and contact support if the issue continues.
Updates: keep the app installed in the correct location.
Portal 500: check PHP version, database and web server log.
Sync: check URL, token and api/ping.php.
Agent: check service status, token, firewall and relay sync.

13. Extended workflows

NexaDesk should be used as a connected workflow: create client, quote, order, invoice, service record or rental device.

The more consistently records are linked, the easier it is to inspect history and support customers.

Create the client before documents.
Mark orders as sales or rentals.
Link rental servers to client, dates, invoice and agent.
Close service jobs with intake, report and checkout PDFs.
Check backups before updates.

14. Taxes, documents and e-invoicing

Tax settings affect quotes, orders, invoices and legal notes.

For Italy, SDI/PEC and XML FatturaPA may be required; actual SDI delivery needs an intermediary or accredited channel.

Check country and tax regime before real invoices.
Use correct notes for 0% tax regimes.
Review PDF and XML before sending.
Have tax wording reviewed by an advisor.