Fast and flexible ticketing for IT teams
Improve ticket resolution times and service delivery outcomes with context-rich automated IT ticketing.
Ticketing System Benefits for IT Teams
360° Visibility
By unifying device, requestor, and incident information in a single-pane-of-glass, technicians have the full context of an incident without unnecessary context switching before they begin triage.
Resolve Tickets Faster
With 360° and single-click remote management actions, technicians can start triage directly from a ticket or with a single click navigate to the device for full RMM capabilities.
Automate Ticket Management
Automate ticket creation and resolution via RMM alerts, ticket routing, and escalation via robust ticket automation rules.
Track, prioritize, and solve support tickets all in one place
By combining your RMM and ticketing system into a single-pane-of-glass, Ninja makes your support operations far more efficient. Through advanced ticket automations, tickets are automatically linked to their respective devices, end-users, and organizations to make communication and remediation quicker and more efficient than ever. Your technicians will never have to switch between platforms or guess if they’re working on the right machine again.
Take action, right from a ticket
Ninja Ticketing is seamlessly integrated with our endpoint management capabilities, allowing you to take common remediation actions like deploying a script, connecting via remote access, or rebooting a machine without ever leaving the ticket. You’ll get more done faster with Ninja.
Automate ticketing workflows
With unlimited email aliases for ticket capture, event-based and time-based ticket automations, and condition-based automated ticket creation, Ninja Ticketing saves your team time. Ninja allows you to create tickets automatically when any of our highly configurable monitoring conditions are triggered and adjust ticket status, priority, and severity based on behavior. Event- and time-based ticket automations allow you to route tickets to applicable boards, ensuring the right technicians are prioritizing the right tickets.
Featured Resource
Pre-Paid IT Support Hours Agreement (Template)
Is a fully managed services agreement not quite the perfect fit for some clients?
Try this template, instead.
Collaborate between technicians
The Ninja ticketing workspace is flexible, collaborative, and easy-to-use. With unlimited customizable forms, fully auditable in-line activity log, simple WYSIWYG response editor, private and public response options, and easy time-tracking, the Ninja ticketing workspace is built for how technicians work.
Build the ticketing environment that fits your team
The entire Ninja ticketing environment is highly flexible and customizable so you can setup your ticketing environment to align with the way your team works. Create an unlimited number of custom fields and apply them to an unlimited number of ticket forms. Create all the ticketing boards you can imagine with automated or manual time tracking unique to each. Setup as many support email captures as you need and build an unlimited number of automation workflows.
Help end users help themselves
Direct your end-users to the brandable client portal to create, respond-to, and update tickets. End-users can also access Ninja’s integrated end-user remote control and file restore tool from the portal, making it their go-to IT interface.
Track and report on ticketing outcomes
Ninja provides an at-a-glance dashboard of device health, performance, and ticket status at the global, organization, and individual device level, so you’ll always know how your team is performing. Built-in ticketing reports and exportable custom ticket board views enable helpdesk leaders to audit outcomes, better manage their team, and present clients with the data that matters most.
Tackle Tickets No Matter Where You Are
The Ninja mobile app now includes the ability to track, prioritize, review, and remediate tickets on-the-go ensuring your technicians are more efficient and critical events can be managed from anywhere. Available for both iOS and Android, technicians can review tickets for critical details and respond to tickets in-the-moment, ensuring all critical details are captured and communicated.
Features
Agent Workspace
- Collaborative and customizable agent workspace
- Customizable ticket templates and forms
- One-click quick action buttons
- Time tracking
- Merge, split, or edit functionality
- Public/private feed
- User, organization, and device mapping
- Branded user self-service portal
- Fully integrated with NinjaOne platform
- Systray icon ticket submission
Ticket Ingestion & Alerts
- Custom ticket ingestion emails
- Integrated notification channels
Ticket Automations
- Automated ticketing workflows
- Automated escalations
- Intelligent ticket routing
- Auto-tagging
- Canned responses
- Automated ticket creation
- Auto response outside business hours
Reporting
- Detailed ticket exports
- Customizable ticket exports
- Device and organization level dashboards
- Visual reports, charts, and graphs
- Detailed ticket activity feed
Ticket Management
- Filterable and customizable views and boards
- Real-time dashboard
- ITIL-aligned ticket statuses
- Single-pane-of-glass view
- Mobile app ticket resolution
- Ticket prioritization
- Problem management
With Nick Archer Technical Manager at FOS.net
The Unified IT Operations Platform
NinjaOne simplifies IT operations, enabling overburdened IT teams to efficiently manage their entire IT portfolio and support end users from anywhere.
Ninja ticketing is a flexible and easy-to-use IT helpdesk solution with robust out-of-box ticket automations that ensure your technicians spend more time remediating issues than managing tickets.
By combining ticketing with remote monitoring and management, documentation, and remote access, NinjaOne unifies your support workflow and makes your helpdesk more efficient.
FAQ
What is a ticketing system?
An IT ticketing system, also known as IT ticketing software, is a system that enables organizations to resolve IT support requests by managing and streamlining the process of issue resolution. The system handles individual elements called tickets that provide details of what issue the end-user is facing, along with other data such as status, priority, and severity. Created by the end-users of an organization whenever they encounter an event that interrupts their workflow, these tickets are routed to the IT ticketing system where they are categorized, prioritized, and assigned to different technicians. The technicians then analyze the tickets and suggest appropriate fixes or workarounds and resolve the issues. As a central repository for all these tickets, Ninja provides an at-a-glance dashboard of device health, performance, and ticket status at the global, organization, and individual device level.
What are IT tickets?
IT tickets is the term used to refer to a record of an IT support request submitted to an IT team to resolve issues and provide support for end-user requests. Tickets may represent many different types of requests depending on the nature of the IT environment and the focus of the IT team. They may go by other names like “service requests”, “trouble tickets” or “support cases” but most organizations and users are familiar with the term “IT ticket.”
What is the process of ticketing?
The process of ticketing enables IT teams to simplify and streamline IT support by providing a system that allows them to track, prioritize, and resolve issues efficiently. When and end-user has an IT issue they can create a ticket. A technician gets assigned to the ticket and is responsible for investigating and resolving the issue. During the entire process, the technician can change the status of the ticket.
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