Topic
NinjaOne offers a range of resources to support our robust ticketing solution. To aid your search for knowledge, refer to this catalog for a comprehensive list of guides and brief descriptions.
Environment
NinjaOne Ticketing
Description
- Getting Started: Learn about and Enable the Tool
- Using the Ticketing Tool
- Help and Troubleshooting
- Supporting Documents
- End User Specific Documents
- Other Ticketing Guides
Getting Started
- Learn about how this feature works in NinjaOne and configure the settings to your needs: NinjaOne Ticketing: Setup and Configuration
- Set up your technicians to have access to MDM configuration:
- Learn how to navigate and use a ticket in NinjaOne: NinjaOne Ticketing: Anatomy of a Ticket
Using the Ticketing Tool
- NinjaOne Ticketing: Create and Assign
- Learn about the different places in NinjaOne where a technician can manually create a ticket.
- Learn how to submit a ticket as an end user.
- Assign asset or device ownership for the ticket requester if missing from the ticket.
- NinjaOne Ticketing: Ticket Handling
- Access tickets, understand ticket health statuses, and learn about the different sections within a ticket.
- Link incident tickets under a problem ticket; publish and resolve tickets.
- Merge, change, split, delete, restore, and export tickets.
- NinjaOne Ticketing: Ticket Board Organization and Management
- Filter the ticket board and edit the display.
- Learn about ticket board functionality.
- Learn about the specifications of the Pending Emails board.
- Ticketing Full Text Search: Search for text within the content of open, pending and closed tickets.
- NinjaOne Ticketing: Merge, Change, and Split: This article explains how to merge multiple tickets, change the criteria, or split a ticket in NinjaOne.
- NinjaOne Ticketing: Delete and Restore Tickets: This article explains how to delete tickets and restore deleted tickets in NinjaOne.
Help and Troubleshooting
- NinjaOne Ticketing: FAQ
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: General Rejection Issues
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: Disabled Authenticated SMTP
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: Setup Error when using Branded URLs
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: Emails are Bouncing Back or Undeliverable
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: Conditional Access and Security Issues
Supporting Documents
- NinjaOne Ticketing: SMTP Microsoft 365 Configuration
- Requirements for setup and configuration instructions.
- Troubleshooting for general rejection issues, disabled authentication, conditional access, and security issues.
- NinjaOne Ticketing: Use Case Scenarios
- Status Updates and Notifications.
- Public Response Scenarios.
- Private Notes Scenarios.
- Other Ticket Scenarios.
- Automated Status Change Scenarios.
- NinjaOne Ticketing: Automation
- Create tickets from activities at the system or policy level.
- Create tickets from conditions.
- Learn about the different types of automation options in the NinjaOne Ticketing app.
- FAQ about ticketing automations.
- NinjaOne Ticketing: Email and Notification Management: 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.
End User Specific Documents
- Video: How to create a ticket as an end user
- Submit Tickets as an End User
- End users who have been added to your NinjaOne account via End User Sharing can submit tickets directly from their self-service portal.
Other Ticketing Guides
- Submit feature requests and report bugs and issues to the NinjaOne Support and Billing teams: Submitting and Viewing Requests (Tickets) in the Dojo.
- Use the new Zendesk Ticketing integration: NinjaOne: Zendesk Integration.