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Technician and User Permissions in Ticketing

  • Last Updated February 11, 2026

Topic

NinjaOne Ticketing allows NinjaOne users and technicians to create, track, and resolve tickets without the need of third-party software.

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

Access to tickets is based on organization access, meaning a technician with access to an organization will have access to all tickets for that organization, regardless of the permissions set under Ticketing. The only exception is the Pending Emails Board; if this is set to "No Access, " the technician cannot see them until a ticket ID is assigned. 

Select a category to learn more: 

Granting Technicians Access to Ticketing

All system administrators have access to NinjaOne Ticketing by default. To enable NinjaOne Ticketing for technicians with custom User Permissions, follow the steps below.

  1. In the General section, use the Automatically assign tickets toggle switch to automatically assign tickets triggered by an event-based automation. If a system administrator configures the event to auto-assign for "least open ticket" or "longest time since last ticket assignment," the ticket is automatically assigned (based on the selected condition) to whichever technician has the fewest open tickets or the longest period since they were assigned to a ticket. Learn more at NinjaOne Ticketing: Automation Configuration Definitions.
technician account_automatically assign tickets.png
Figure 1: Automatically assign tickets for event-based automations
  1. Set up access to an organization under Permissions → Organizations. The technician should be given a minimum of "View" access to tickets for one or more organizations.
    • Enable the permissions using the toggle switch at the top of the page.
    • Use the Default Access option to control access to all organizations.
    • Use the table at the bottom to control access to individual organizations. Even if you set up default access, you can configure different access levels for each organization. 
technician ticketing permissions_organizations.png
Figure 2: Give a technician access to organization tickets in NinjaOne

  1. Set up further permissions under Permissions → Ticketing. The Board Access table does not control ticket access; it only controls access to the ticket board from the console menu. Technicians can still access the tickets from the Ticketing tab on the organization dashboard. 

    For more information about the different permission options available, refer to User Permissions: Permission Options.
technician ticketing permissions_ticketing.png
Figure 3: Technician ticketing permissions (click to enlarge)
  1. Once you have set the access levels you would like, click Save.

Setting up Technician Email Signatures

Technicians can set up email signatures that will be automatically applied to the end of their public responses on a ticket.

A signature can be created from the technician account page under General → Basic Details → Signature. Technicians can use text and inline images in the WYSIWYG field. 

technician account_signature.png
Figure 4: Create a signature for public ticket responses

Granting End Users Access to Ticketing

Ticketing access can be enabled or disabled for individual end users on their account configuration page. Once overall access has been enabled, you can grant the end user access to all tickets across their organization (rather than just their own tickets).

  1. When creating a new end user, the option to enable or disable Ticketing access is available under the Permissions: Ticketing settings.
  2. Select an option from the Ticketing access drop-down menu to allow users to view, update, and create tickets belonging to the organization to which they were assigned access (regardless of who submitted the ticket); if no access is given, the user can only see the tickets they submitted.
    • If the user is assigned to all organizations in the General tab, the organization-wide ticketing access permission in Ticketing will be locked, and the Ticketing access permission will be set to apply to all organizations. 
ticketing_end user permissions.png
Figure 5: End user ticketing permissions in the NinjaOne account page

Add or Edit Ticketing Permissions in Bulk

Alternatively, you can manage access to organization-specific NinjaOne tickets from the organization configuration page:

  1. Navigate to the organization configuration page (Administration → Organizations) and select the End Users tab.
  2. Activate the checkboxes for the end users whose ticketing permissions you want to edit, and then click Edit Ticketing Permissions at the top of the list.
org_end users_edit ticketing permissions.png
Figure 6: End user ticketing permissions in the NinjaOne organization page
  1. Move your cursor over the tooltips to view a description of each permission and use the toggle switches to turn the access on or off. You must enable ticketing access (the first option) before you can enable organization-wide ticketing access.
  2. Click Save in the permissions modal and then click Save again at the top of the configuration page. 

Viewing and Managing Contacts

Contacts can be added to NinjaOne to receive updates. They can also submit tickets to your NinjaOne instance through the email domain you set up in Administration → Apps → NinjaOne Ticketing → Email Domain. 

New contacts can be created in multiple ways: 

Create a Contact Account Section

  1. Navigate to Administration → Accounts → Contacts.
  2. To edit or delete an existing contact, hover your cursor over the contact and click Edit or Delete.
  3. Click Create Contact in the top right corner.
create contact.png
Figure 7: Create a new contact from the Accounts section
  1. Provide the contact's first name, last name, email address, phone number, job title, and organization (optional), and then click Save.

Import Organization Contacts

  1. Navigate to the organization editor for an organization. Then, select Contacts on the left navigation pane.
  2. Click Import Contacts in the top right. 
org_import contacts.png
Figure 8: Import contacts for a NinjaOne organization (click to enlarge)
  1. You can import contacts in bulk for the organization by copying and pasting from a CSV spreadsheet. Per the instructions, the data must be in three columns in the following order: First Name, Last Name, and Email. All columns must be filled out, and emails must be unique. 
import contacts_ex.png
Figure 9: Example of importing contacts for an organization in NinjaOne (click to enlarge)

Create New Contacts in a Ticket

If the new contact needs to be listed as the reporter for the ticket, you can only create this contact in a new ticket. If the contact needs to be added as a CC ("carbon copy," or someone who can view the correspondence on a ticket), you can add them to an existing ticket. 

  • New requestor contact: From within a new ticket, click Create Contact under the Requestor section of the modifiable fields.
ticket_create contact.png
Figure 9: Create a new contact from a new ticket in NinjaOne
  • New CC contact: Enter the email address into the CC field and click Enter on your keyboard. 
ticket_cc_press enter to create.png
Figure 10: Create a new contact from an existing ticket in NinjaOne

Additional Resources

Refer to the Ticketing Resource Catalogue to learn more about NinjaOne Ticketing.

FAQ

Next Steps