Already a NinjaOne customer? Log in to view more guides and the latest updates.

NinjaOne Ticketing: Setup and Configuration

  • Last Updated April 5, 2026

Topic

This article shows you how to enable NinjaOne's native ticketing tool and configure your customized settings.

The NinjaOne platform is compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA); please submit a request to your account manager for a signed Business Associate Agreement (BAA). It is best practice to exercise proactive security measures, use Simple Mail Transmission Protocol (SMTP) servers to transmit ticket data, and ensure sufficient protocols are in place to maintain HIPAA compliance in all actions.

Environment

NinjaOne Ticketing

Description

NinjaOne Ticketing allows users with the appropriate account permissions to create, track, and resolve tickets without the need for third-party software.

To set user permissions for NinjaOne Ticketing, refer to NinjaOne Ticketing: Technician and User Permissions. 

To view more videos about NinjaOne Ticketing, check out our Video Library

Important Considerations

Take note of the following data before proceeding: 

  • NinjaOne's mail server IP, 198.37.154.203, must be allowlisted. Refer to our Global Allowlist (Whitelist) Information for complete information.
  • Only a system administrator can configure the SMTP information.
  • If the SMTP connection stops working at any point (the credentials are changed but not updated in NinjaOne), an error message indicating this will be displayed as a banner in the ticket editor.
  • After saving the outgoing mail server settings for the SMTP Email Sending setup, a "Pending" status displays if the configuration is not complete. A "degraded" status indicates temporary or transient errors and changes to "Healthy" when the issue is resolved. If the error persists, the status will transition to "Unhealthy" with a tooltip that explains the reason for the error.
  • Clicking Test sends an email to confirm the correct configuration settings.
  • If you select the checkbox to Use SMTP Username, an additional field will display, allowing you to provide an SMTP username. Use this option if your provider requires a username, rather than just an email address.

Enable NinjaOne Ticketing

Currently, only system administrators can enable the NinjaOne Ticketing app.

Some features may be unavailable in the NinjaOne FedRAMP instance.
  1. Navigate to Administration → Apps → NinjaOne Ticketing. 
  2. Click Enable.
  3. Select the options for your general settings. System administrators are prompted to configure these settings during the initial setup process for NinjaOne Ticketing. You can update these settings at any time.
ticketing_general tab.png
Figure 1: Configure general ticketing settings (click to enlarge)

System Email Notifications

System notification email settings enable you to enable or deactivate email notifications for various types of system or ticketing events, depending on whether the user is a technician or an end user.

Determine whether the recipient will receive a notification and, if so, which email template you will use for the notification. Refer to NinjaOne Ticketing: Email and Notification Management for more information about systray menu branding.

Configuration Tabs

After you configure your settings in the General tab, we recommend configuring your settings for all other tabs in the NinjaOne Ticketing application. Use the following resources for guidance.

ticketing configuration tabs.png
Figure 2: NinjaOne Ticketing configuration tabs

Additional Resources

Refer to the .

FAQ

Next Steps