Axley’s IT team solves tickets in minutes (instead of days) with NinjaOne
with Kyle Utech, IT Director and Rodney Schwoegler System Administrator
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Kyle Utech (IT Director) and Rodney Schwoegler (Systems Administrators) brought NinjaOne to Axley in early 2022. “We’ve got a lot of lawyers that don’t come into the office often. Patching and supporting those endpoints has always been difficult,” says Kyle. When the pandemic hit, Kyle and Rodney went looking for a remote management tool that would allow the team to manage, patch, and support remote endpoints. They adopted NinjaOne in early 2022 and brought Ninja Ticketing to the firm three months later to help them better manage their helpdesk and ticketing processes.
“When we decided to try Ninja Ticketing, Rodney read all Ninja’s documentation, watched webinars, and really dug into the automation side,” says Kyle.
“One of the coolest automations I put together was an after-hours ticketing workflow,” says Rodney. If the helpdesk receives a ticket after hours, the requestor gets an autoresponder that says ‘We’ll get back you to you tomorrow. If this is urgent, please resubmit this ticket with ‘urgent’ in the subject line.’ When the helpdesk gets that urgent ticket, Kyle and Rodney get an SMS text prompting them to respond to the ticket. “I always used to have to keep an eye on the ticket queue at night in case something urgent came in,” says Rodney. “I don’t have to keep checking my phone anymore because I know that I’ll be notified by text if something urgent comes up.”
“We’re also using alerting in Ninja to help us be more proactive,” says Kyle. “If a TPM chip gets removed, if a computer gets shutdown unexpectedly, or if a particular service with a known application issue crashes, we know immediately and can remediate those issues before any of the lawyers know what happened.”
Rodney also created automations to email the helpdesk technicians anytime a ticket was created, to move a ticket to an ‘open’ status if it’s assigned, and to remove the urgent tag from a ticket once it is closed.
“Each of these automations saves us a small amount of time every day, but taken together they add up to a much more efficient helpdesk,” explains Rodney.
“One of our biggest wins is the system tray icon. Before Ninja, almost all our tickets came in via email. Now 90% come in through the system tray icon," says Kyle
When tickets are submitted through the system tray icon on end-user device, Ninja automatically assigns the ticket to the correct end-user and device.
“When end-users submit tickets through the system tray icon, we get a lot of useful information about the device automatically in the ticket,” says Rodney.
“The additional context in those tickets makes fixing end-user problems a lot faster.”
“The workflow is a lot better too,” explains Kyle. “Because the ticket is automatically assigned to the correct machine, I can click directly from the ticket to the device, look at what’s happening on the device, and remote in to solve the issue. Being able to all this with one tool is a huge time saver.”
The Axley IT team has also added critical information for end-users in the system tray icon, linking out to their knowledge base, providing easy access to device information, and allowing end-users to automatically fix drive mapping issues via automation with one click.
Prior to switching to Ninja, the IT team at Axley had a heavily diversified IT management stack, using Spiceworks for ticketing, PDQ for an IT asset inventory, Ivanti for patch management, RealVNC for remote access, PRTG for server monitoring, and Netwrix for data security. “We really wanted to combine a lot of our tools into a single manageable package,” said Kyle.
“We’ve saved thousands of dollars by consolidating our tool stack with NinjaOne.”
“I don’t have to hunt for information anymore. When I click on a device in NinjaOne, I can see patching information, hardware and software details, related tickets, and even what has happened on the device recently,” says Rodney. “Having all the information we need in one place makes the team more efficient.”
“With NinjaOne, we get a cost-effective tool that lets us easily manage all our endpoints, support our end users, automate tasks, and manage our helpdesk in a single-pane-of-glass. Since switching to NinjaOne and Ninja Ticketing, we’ve gone from solving tickets in days to minutes,” concludes Rodney.