Role-based access control for secure, auditable support teams
Decide exactly who can see and do what, down to individual actions, with a flexible permission system built into Nexus.
What is role-based access control?
Role-based access control (RBAC) manages permissions by assigning users to roles, where each role defines which actions a person can take on which resources. Nexus Service Desk uses a resource-action permission model with parent-child inheritance, role templates with per-tenant overrides, and a full permission catalog for auditing.
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Support data is sensitive, and not everyone needs all of it
Tickets contain customer details, account information and internal notes. Giving every user the same access increases the risk of mistakes and makes audits harder.
Role-based access control lets you grant each person only the permissions their job requires, and gives administrators a clear picture of who can do what.
What you get
Role-Based Access Control capabilities
Resource-action permissions
Control access per resource, such as tickets, knowledge base, reports, users and settings, and per action: view, create, edit and delete.
Resource hierarchy
Use a parent-child resource hierarchy with permission inheritance to keep configuration manageable.
Role templates
Start from role templates such as Admin, Agent and Viewer, then adjust them to fit.
Per-tenant overrides
Customize roles for each organization in multi-org setups.
Permission catalog
Review a full permission catalog for auditing and compliance visibility.
Centralized sign-in
Sign in through the Tibura Identity Platform for centralized authentication across Nexus applications.
How it works
From setup to results in a few steps
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Start from a role
Pick a role template that is close to what you need.
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Adjust permissions
Grant or remove view, create, edit and delete rights per resource.
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Assign and review
Assign roles to users, and use the permission catalog to review access when needed.
Who it's for
Built for teams like yours
Separating agents and admins
Let agents work tickets while only admins change settings and users.
Read-only stakeholders
Give managers or auditors view access without the ability to change data.
Multi-organization setups
Apply different role configurations for each organization on the platform.
FAQ
Role-Based Access Control: common questions
What is role-based access control?
It is a way of managing permissions by assigning users to roles, where each role defines what actions the user can take on which resources.
Why does help desk software need role-based access control?
Tickets hold customer details, account information and internal notes. Role-based access control makes sure each person, such as an agent, administrator or read-only manager, can only see and change what their job requires, which reduces mistakes and makes audits easier.
How granular are the permissions?
Nexus uses a resource-action model, so you can control access down to individual actions such as view, create, edit and delete.
Can different organizations have different roles?
Yes. Role templates support per-tenant overrides for multi-organization setups.
Do you support single sign-on?
Yes. Nexus authenticates through the Tibura Identity Platform, which supports Office 365, Google and Firebase sign-in.