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.

Select a topic to learn more:

• System Email Notifications
  • Definitions
    • Technicians
    • End Users and Contacts
• Email Configuration for NinjaOne Ticketing
  • Inbound Email Addresses
  • Email Lists: Allow or Block Emails
    • Allowlist Configuration
    • Blocklist Configuration
  • Templates
  • Notification Rules
    • Default Notification Rules
• Use Case: Prevent Email Loops from Mail Security Gateways
• Additional Resources

System Email Notifications

System email notification settings enable you to activate or deactivate alerts for various system or ticketing events for both technicians and end users. During the initial deployment of NinjaOne Ticketing, NinjaOne Ticketing prompts system administrators to configure these notifications.

You can edit these settings at any time from the System email notifications section on the General tab of the NinjaOne Ticketing configuration page. The following steps explain how to do so.

1. In NinjaOne, navigate to Administration → Apps → NinjaOne Ticketing.

2. The Ticketing configuration page will open. Select the General tab.
3. Locate the System email notifications section of the page and click Edit.
4. The System email notifications dialog will open, presenting you with configuration options for both Technicians and End users/contacts. You can decide whether to send the default email preconfigured by NinjaOne, use a custom email template created by your organization, or opt out of sending emails entirely for each user type, event, and based on ticket context. For further details, refer to the Definitions section of this article.

Definitions

The following tables describe who receives each notification type and the conditions under which each notification is triggered. To learn how to configure email templates for these notifications, refer to the Templates section of this article.

Technicians

End Users and Contacts

Email Configuration for NinjaOne Ticketing

If you have not already activated this product, for more information about getting started with NinjaOne Ticketing, refer to NinjaOne Ticketing: Getting Started. Then, perform the following steps to configure email settings.

1. Navigate to Administration → Apps. Select NinjaOne Ticketing.
2. Click the Email tab. Then, select an option from the tab's drop-down menu.

The Email tab allows you to create email aliases by using your custom ticketing domain and automate ticket creation from emails sent to those addresses. When this feature is active, NinjaOne Ticketing automatically creates a support email alias for all Ticketing instances and sets it as the default address. NinjaOne Ticketing uses the default email as the sending address for manually generated new tickets.

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.

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 should be sent before being forwarded to NinjaOne. When adding new emails to this field, press 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 Ticketing will use the default form that comes with the Ticketing tool. For more information about getting started with NinjaOne Ticketing, refer to NinjaOne Ticketing: Getting Started.
   Type	Problem = service disruption or issue; you can add incidents to problem tickets to resolve underlying issues Question = a query to answer or an investigation Task = action item for a technician
   Priority	Use to communicate how quickly the issue should be resolved (high, medium, or low).
   Severity	Use to communicate how bad the root issue is (critical, major, moderate, or minor).
   Tags	If there are currently no tags to select, you can create them in this field and save them for future tickets. Use tags to dictate which boards a ticket applies to, or create automations based on those tags. For more information about getting started with NinjaOne Ticketing, refer to NinjaOne Ticketing: Getting Started.

3. Click Save.

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 mouse cursor over the row and click the actions menu to view these options.

Email Lists: Allow or Block Emails

The Allowlists tab provides the option to use allowlists and blocklists and can help automate incoming tickets. Additionally, customers have the option to activate 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

To configure the allowlist, perform the following steps:

1. Select an option from the Type drop-down menu. Depending on your selection, 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. This type 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 menu. Depending on your selection, 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

The Templates tab allows you to create an email that NinjaOne Ticketing can automatically send to technicians or end users when specific ticket activity occurs, such as an event-based or time-based automation.

Email templates should not be confused with response templates, which you can create within a ticket or at 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. Technicians must select response templates manually for each use.

To add an email template:

1. Click Add.
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 menu for Notifications.
3. Select a Placeholder option from the drop-down menu. The placeholder describes the expected value and pulls that data from the ticket into the email body. For more information about placeholder definitions, refer to NinjaOne Ticketing: Email Template Placeholder Definitions.
   • Selecting a placeholder copies its value to your clipboard. You must click inside the Email body field and paste it to add it to the template. After you paste the placeholder, you can select another placeholder and repeat this step until you have included all necessary placeholders.
   • If the ticket does not contain the requested data, the placeholder will return None.
   • Use the toggle 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 automatically center the text, as shown in the Preview space.
4. Include a subject line for the email, which will be visible to the recipient in their inbox.
5. Review the preview on the right of the page; when finished, click Save.

You can create as many templates as necessary to manage communication over different types of ticket activity. After you create a template, you can edit, duplicate, or delete it by selecting the checkbox next to the template name and then selecting the applicable option.

Notification Rules

Use notification rules to prevent automated emails from being delivered to specific email addresses. Notification rules can reduce notification traffic and resolve email looping issues.

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

3. In the configuration dialog, 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

We have 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 describes each rule.

Use Case: Prevent Email Loops from Mail Security Gateways

Network-attached appliances and automated systems, such as Automatic Call Distribution (ACD) telephony systems, Uninterruptible Power Supply (UPS) devices, and network monitoring systems, can be configured to send email notifications to NinjaOne Ticketing when an event is detected. These systems send email but are not configured to receive or process replies. When NinjaOne receives an inbound email from one of these systems and creates a ticket, it may send an automated acknowledgment back to the originating address. Because the appliance cannot process that reply, it may respond with a delivery failure notice or another automated message. NinjaOne receives that message, creates another ticket, sends another acknowledgment, and the loop continues.

To learn how to troubleshoot this issue, refer to NinjaOne Ticketing: Troubleshooting Email Loops from Mail Security Gateways.

Additional Resources

For more information about configuring and managing NinjaOne Ticketing, refer to NinjaOne Ticketing: Resource Catalog.