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
Use the following sections to search for relevant help guides:
- Getting Started
- Using the Ticketing Tool
- Help and Troubleshooting
- Supporting Documents
- End User Specific Documents
- Other Ticketing Guides
- Third-Party PSA and Ticketing Guides
Getting Started
- Learn about how this feature works in NinjaOne and configure the settings to your needs: NinjaOne Ticketing: Getting Started. Use the following guides to configure the settings in each of the NinjaOne Ticketing application tabs.
- General settings: NinjaOne Ticketing: Configure General Settings
- Support hours: NinjaOne Ticketing: Configure Support Hours
- Email: NinjaOne Ticketing: Email and Notification Management
- Boards: NinjaOne Ticketing: Configure Boards
- Fields: NinjaOne Ticketing: Configure Custom Fields and Forms for Tickets
- Forms: NinjaOne Ticketing: Configure Custom Fields and Forms for Tickets
- Tags: Getting Started with NinjaOne Device Tags
- Triggers: NinjaOne Ticketing: Automation Triggers and Templates
- Templates: NinjaOne Ticketing: Automation Triggers and Templates
- Custom: NinjaOne Ticketing: Configure Custom Statuses and Relationships
- Service level agreements: NinjaOne Ticketing: Service Level Agreements (SLAs)
- Approval process: NinjaOne Ticketing: Approval process
- Set up your technicians to have access to MDM configuration: NinjaOne Ticketing: Technician and User Permissions
- Learn how to navigate and use a ticket in NinjaOne: NinjaOne Ticketing: Anatomy of a Ticket
Using the Ticketing Tool
- 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.
- Manage Your Tickets: Access tickets, understand ticket health statuses, and learn about the different sections within a ticket.
- Filter and Configure Boards
- 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.
- Merge, Change, and Split: This article explains how to merge multiple tickets, change the criteria, or split a ticket in NinjaOne.
- 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: Deactivated Authenticated SMTP
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: Status 422, Error: "Host provided 'itsllcusa.rmmservices.net' is not allowed to be processed"
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: "Error: Access denied, Your organization does not allow external forwarding"
- NinjaOne Ticketing SMTP Microsoft 365 Troubleshooting: Conditional Access and Security Issues
Supporting Documents
- Automation Configuration Definitions: This article provides descriptions of each value you can select when configuring ticket condition triggers to execute predefined actions.
- Email Template Placeholder Definitions: This article provides definitions for the placeholders that you can add to NinjaOne Ticketing email templates.
- NinjaOne Ticketing: SMTP Microsoft 365 Configuration
- Requirements for setup and configuration instructions
- Troubleshooting for general rejection issues, deactivated 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
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.
Third-Party PSA and Ticketing Guides
- Autotask
- ConnectWise
- Freshservice
- Getting Started with Freshservice: Integrate your Freshservice account with NinjaOne to enable your users to connect and map ITSM functions between the platforms.
- Use Freshservice in NinjaOne to Create Tickets: This article explains how to use the Freshservice integration with NinjaOne to create tickets from conditions and alerts.
- Freshservice Troubleshooting: Ticket Creation Failure
- Freshservice Troubleshooting: Incorrect Priority
- ServiceNow
- Zendesk: NinjaOne Integrations: Getting Started with Zendesk.