Challenge
That scale created overwhelming demand. At the height of back-to-school season, QNS was buried under as many as 1,200 help desk tickets in a single day, yet their open source and home-built tools only added to the strain. Instead of streamlining work, the systems made remote support cumbersome and forced technicians to drive on site for issues that should have been resolved in minutes.
“With our old open-source and home-built tools it was unreliable to remote in, so it was often easier to send a tech on site to fix the issue than to try and solve it remotely,” recalled Mitch Pulver, CEO of QNS. “We lacked visibility into endpoints and had to do physical inventories. A strong day meant closing only 10 to 15 tickets per tech.”
Solution: Why Quality Network Solutions Chose NinjaOne
With 26,000 endpoints and lean resources, QNS needed a scalable and cost friendly way to support schools without adding headcount.
QNS deployed NinjaOne across its 26,000 endpoints. Within a few months, 96 to 97 percent of devices were enrolled. Because the team had no legacy RMM to replace, the transition was smooth and required no downtime for end users.
Results & Outcomes
NinjaOne enabled a new centralized help desk model. Instead of technicians driving long distances between rural schools, QNS could resolve most issues remotely. “Now our techs are closing 3 to 5 times as many tickets per day,” Pulver shared. One technician even set a record of 162 tickets closed in a single day, all user-generated requests.
Additionally, NinjaOne Autonomous Patch Management transformed QNS’s IT operations. With WSUS, patching was slow, manual, and lacked visibility into whether devices were protected. Now, updates run seamlessly, saving weeks of technician time and eliminating blind spots. The team has confidence every device is secure while gaining time to focus on higher-value projects.
Adding HaloPSA integration
QNS implemented HaloPSA with NinjaOne from the start to create a tightly integrated workflow. Pulver explained, “We would never be able to have someone resolve 162 tickets in a day if NinjaOne and Halo weren’t so strongly integrated. It really allows for improved efficiencies within our help desk.”
Because the systems work together natively, QNS technicians move faster and avoid duplicate steps. Pulver added, “Running NinjaOne and HaloPSA separately would not give us the same productivity. Having them integrated really unlocks those efficiencies.”
Efficiency and security schools rely on
For QNS’s school clients the impact has been transformative. Tickets that once took days to resolve can now be closed in as little as 10 to 30 minutes, even for districts located more than 100 miles away from the nearest technician.
Pulver explained, “NinjaOne has really allowed us to attack and resolve tickets much faster for our customers. There’s less downtime in classrooms and more focus on education.”
Remote support has reduced the need for on-site visits and saved significant time and resources. Pulver noted, “It has certainly reduced on-site visits, at least 20 percent, and that number is only going to go up as we refine our remote help desk.”
Automation turned patching from a manual and uncertain process into one that saves weeks of man hours. Pulver said, “Before NinjaOne, we didn’t have great visibility into whether a patch actually went through. Now we have confidence in our compliance and security.”
Teachers and administrators have noticed the difference as well. One rural district sent a thank-you note highlighting how quickly their issues were being resolved compared to the past. Pulver added, “Sometimes tickets are resolved within 10 to 30 minutes instead of waiting a day or two, maybe even three, for a technician to drive out. That’s a huge win for schools.”
A scalable future
For Pulver, NinjaOne’s product focus and customer-first mindset made the difference. “We chose NinjaOne because of its vision, continually developing and improving the product for the customer,” he said.
QNS now views NinjaOne as a long-term partner in its mission to support rural education. “NinjaOne gives us the tools to scale efficiently and securely without adding more techs,” Pulver explained. “It has helped us support schools faster and with greater confidence.”