NinjaOne Ticketing: Email and Notification Management

Topic

This article explains how to configure email and notification settings for NinjaOne Ticketing.

Environment

NinjaOne Ticketing

Description

NinjaOne Ticketing allows you to configure inbound email addresses, allow or block specific domains, create email templates, and manage the emails that technicians and end users receive related to ticket activity in NinjaOne.

Index

Select a category to learn more: 

• System Email Notifications
• Email Configuration for NinjaOne Ticketing
  • Inbound Email Addresses
  • Email Lists: Allow or Block Emails
  • Templates
  • Notification Rules
    • Default Notification Rules
• Additional Resources

System Email Notifications

System notification email settings enable you to enable or turn off email notifications for various types of system or ticketing events, depending on whether the user is a technician or an end user. System administrators are prompted to configure these settings during the initial setup process for NinjaOne Ticketing. These settings can be updated at any time. 

1. Navigate to Administration → Apps. Select NinjaOne Ticketing.
2. Use the tabs on the left side of the configuration modal to switch between technician and user notifications and then select whether the recipient will receive a notification and, if so, which email template will be used for the notification. 
3. System email notifications sent to ticket assignees permit responses or replies. This does not apply to notifications for private notes but does include notifications about ticket updates and public responses.

Email Configuration for NinjaOne Ticketing

If you have not already enabled this product, refer to NinjaOne Ticketing: Setup and Configuration for further instructions. Then, perform the following steps to configure email settings. 

1. Navigate to Administration → Apps. Select NinjaOne Ticketing.
2. Open the Email tab at the top of the configuration app page and select an option from the tab drop-down menu.

The Email tab allows you to create different email aliases using your custom ticketing domain and automate settings for ticket creation from emails sent to those addresses.

Inbound Email Addresses

You can add as many inbound email addresses as necessary for your ticketing management. 

1. Select Inbound Email Addresses from the Email drop-down menu and then click Add in the top right corner.

2. Use the following table as a guide to complete the applicable fields. 

   Field	Description
   Email Display Name	Enter the email alias.
   Incoming Email Username	Set the local part of the email address.
   Outgoing Email Username	This field will automatically mirror the username set for incoming emails.
   Forwarding Addresses	Forward emails from your custom domain mailbox to your NinjaOne support email address. Enter the original addresses to which emails are sent before being forwarded to NinjaOne. When adding new emails to this field, click Enter on your keyboard to set the data. You can add multiple accounts.
   Form	You must first create a form before you can select an option from this drop-down; otherwise, NinjaOne will use the default form that comes with the Ticketing tool. Refer to NinjaOne Ticketing: Setup and Configuration for further instructions.
   Type	Problem = service disruption or issue; incidents can be added to problem tickets to resolve underlying issues Question = a query to be answered or an investigation job Task = action item for a technician
   Priority	Can be used to communicate how quickly the issue should be resolved (high, medium, or low).
   Severity	Can be used to communicate how bad the root issue is (critical, major, moderate, or minor).
   Tags	If there are currently no tags to select, they can be created in this field and used for future tickets. Tags can be used to dictate which board(s) a ticket applies to, or create automations based on those tags. Refer to NinjaOne Ticketing: Setup and Configuration for further instructions.

3. Click Save.

   For the Forwarding Addresses feature to function properly, the email forwarded or redirected to NinjaOne must maintain the original sender and recipient in order for this functionality to work. Note that some apps, such as Outlook, use a rule labeled "redirect to" rather than "forwarding."

To edit, delete, or make an email alias default, select the checkbox and then click the applicable option at the top of the table. Alternatively, move your cursor over the row and click the ellipses button to view these options. 

Email Lists: Allow or Block Emails

The Allowlists tab provides the option of using allowlists and blocklists and can aid in automating incoming tickets. Additionally, customers have the option to enable ticket creation for unknown email addresses without requiring manual approval. 

Open the Email tab and select either Allowlist or Blocklist, and then click Add. Use the following sections to configure the email list. The options will be slightly different depending on whether you are allowing or blocking. 

• Allowlist Configuration
• Blocklist Configuration

Allowlist Configuration

To configure the allowlist, perform the following steps: 

1. Select an option from the Type drop-list. Depending on the selection you make, the field below Type changes to allow you to enter either a domain name or an email address. 

   Type	Description
   Domain	Allow all emails from a specific domain.
   Email	Allow a specific email address.
   All Unmatched Senders	Create tickets automatically if the sender is unknown. Bypasses manual approval and the Pending Emails board.

2. Provide the allowed domain name or email (enter the full email address).
3. Optionally, select an organization to which these emails are routed.
4. Click Save.

Blocklist Configuration

To configure the blocklist, perform the following steps: 

1. Select either "Domain" (block all emails from a specific domain) or "Email" (block a specific email) from the Type drop-down.
   • Depending on the selection you make, the field below Type changes to allow you to enter either a domain name or an email address.
2. Provide the blocked domain name or email (enter the full email address).
3. Click Save.

Templates

Under the Email Lists tab, this feature allows you to create an email that can be automatically sent to technicians or end users when specific ticket activity occurs. To learn how to assign these templates, refer to the Notifications section further in this article. 

This should not be confused with a "response template," which can be created within a ticket or under NinjaOne Ticketing → Automation → Response Templates. 

• Email template = Use placeholders to set pre-defined information that alerts technicians and users when a certain activity occurs on a ticket.  
• Response template = Set pre-defined actions to provide faster, more consistent ticket updates, responses, and resolutions. Must be selected manually for each use. 

To add an email template: 

1. Click Add in the top right corner. 
   The email template configuration page displays.
2. Enter a name for the template and, optionally, a description. The name should help you identify the type of notification you are sending when you select it from the drop-down for Notifications.
3. Select a Placeholder option from the drop-down. The placeholder describes the expected value and pulls that data from the ticket into the body of the email.
   • When you select the placeholder, the value is copied to your clipboard; you must click inside the Email body field and paste the value to add it to the template. After you paste the placeholder, you can select another placeholder and repeat this step until all necessary placeholders are included.
   • Use the toggle switch below the Email body field to edit the template in HTML, which allows you to further customize the formatting of the email. If you do not use HTML to control formatting, the Editor field will center the text automatically, as shown in the Preview space.
4. Include a subject title for the email, which will be visible to the recipient in their inbox.
5. Review the preview on the right side of the page; when finished, click Save in the top right corner of the page. 

Review the following section to assign the email template. 

You can create as many templates as necessary to manage communication over different types of ticket activity. Once created, you can edit, duplicate, or delete the templates by clicking the box next to the template name and then selecting the applicable option. Note: 

Notification Rules

Use notification rules to prevent automated emails from being delivered to specific email addresses. Notification rules can reduce the amount of traffic from notifications and solve email looping issues.

1. Navigate to the NinjaOne Ticketing application and open the Email → Notification Rules tab. 
2. Click Add. 

3. In the configuration modal, enter the notification rule into the Rule pattern field. Acceptable formats for rule patterns include:

4. Select the responses that the address should receive from the Type drop-down menu. 
5. Optionally, add a description. 
6. Click Update.

Default Notification Rules

NinjaOne has created a set of default rules to address common issues that you may experience with automated ticketing notifications. You can edit or delete any of these default rules.

The following table provides a description of each rule.

Additional Resources

Refer to Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.