From request to resolution, without leaving NinjaOne
Every ticket opens with device data, asset history, and remediation tools already in view.
Close the gap between ticket opened and issue resolved
Context arrives with the ticket
Technicians shouldn’t lose the first 10-20 minutes of a ticket hunting for device history before they can start fixing something. NinjaOne puts that context in the ticket from the start.
More tickets, same team
Automated routing and escalation absorb the busywork as ticket volume climbs, so your team’s time goes to the problems that actually need a person.
Built in, not bolted on
Ticketing runs on the same platform as your endpoints, asset information, and process documentation. No add-on, no separate login. It’s all just NinjaOne.
Features and Solutions
Automated routing and escalation
Time-, event-, and trigger-based rules route and escalate tickets automatically. Condition-based ticket creation from NinjaOne alerts generates a tracked work item before the end user even notices the issue.
One-click remediation
Remote access, script execution, app deployment, and device controls are all available from directly inside the ticket. No pivoting to another tool, with time logs in the same place.
SLA management
Define, track, and enforce response and resolution targets at the ticket or organization level. Automated alerts fire before a breach happens, so your team acts on time, every time.
Procedures linked to tickets
Documentation procedures and knowledge base articles connect straight to open tickets, putting the relevant runbook in front of technicians the moment they open the ticket.
Approval workflows
Route tickets through configurable approval steps before work proceeds, enforcing change control and accountability right inside NinjaOne.
Self-service, end-user portal
A customizable, brandable portal lets end users submit, track, and update their own tickets, cutting down on manual status-update requests.
2x as many tickets resolved in under an hour
54% of technicians running at full capacity
2 in 5 teams respond in less than 15-minutes
Discover value in 5 minutes.
Customers love NinjaOne
095 %
saved time on manual tasks through automation
094 %
reduced ticket volumes and resolution times
082 %
replaced 3-4 tools with NinjaOne
NinjaOne kicks IT into hyperdrive, and helps DECKED keep pace with rapid growth
This is why customers love us
100,000
Endpoints managed
“NinjaOne is a scalable solution. It’s built on a modern SaaS architecture and it’s future-proof.”
40%
More Cost Effective
“NinjaOne’s price point is 40% less than any other endpoint management tool on the market, while being more powerful and easy to use.”
10-15
Tools Replaced
“Before, I needed 10-15 different tools to execute what NinjaOne does in its centralized, single pane of glass.”
30%
Less time for patching
“We observed a 30% reduction in the time taken for patch deployments compared to our previous solution.”
2,000
Endpoints managed
“NinjaOne gives me much more flexibility and security in my work”
30%
Annual ROI
“[NinjaOne] has already shown its value in ROI…it’s at least a hundred thousand dollars annually.”
24x
Faster Endpoint Management
“Our processes have become 24x faster with NinjaOne.”
20-40
Hours Saved Each Week
“Leveraging the automations feature within NinjaOne has enabled me to save upwards of what would likely be 20 to 30 to even 40 hours per week.”
NinjaOne Integrations
Ready to simplify work with unified IT?
Resources
FAQs
What is NinjaOne Ticketing?
NinjaOne Ticketing is the support layer of the unified IT operations platform. Every ticket arrives with device state, asset context, and the tools to act — all without leaving NinjaOne.
How does NinjaOne Ticketing reduce resolution time?
Because tickets link directly to the device record, technicians see endpoint health, recent alerts, and — when ITAM is active — the full asset profile without switching tools. Remote access and remediation are one click away. Two in five IT teams using NinjaOne Ticketing reach a sub-15-minute first response, and the share of tickets resolved within an hour has more than doubled.
What is ITSM?
IT service management (ITSM) is the practice of managing IT requests, incidents, and changes through structured, repeatable processes. NinjaOne Ticketing gives growing IT teams the structure of ITSM without the setup overhead of a full ITSM platform.
Can NinjaOne support ITIL-aligned processes?
Yes. NinjaOne Ticketing supports structured intake, routing, escalation, and SLA tracking that align with ITIL-style incident management practices, without requiring a dedicated ITSM implementation.
Is NinjaOne Ticketing suitable for internal IT teams or MSPs?
Both. Internal IT teams use it to move off email chains and shared inboxes, while MSPs use it to manage client support requests natively alongside their existing NinjaOne environment.
Does NinjaOne Ticketing support SLA management?
Yes. You can define response and resolution targets at the ticket or organization level, with automated alerts that fire before an SLA breach occurs.
Does NinjaOne offer a self-service portal for end users?
Yes. A customizable, brandable self-service portal lets end users submit, track, and update their own tickets, reducing manual status-update requests for technicians.
What should IT teams look for in a ticketing solution?
A ticketing solution should surface device and asset context automatically, rather than requiring technicians to gather it manually. Look for configurable automation for routing and escalation, a workspace built for team collaboration, and a clear path for technicians to take action once ticket details are confirmed. For growing teams, it’s worth checking whether the tool works as a standalone system or connects to broader asset and documentation data as needs expand.
How do IT teams implement NinjaOne Ticketing?
IT teams can implement NinjaOne Ticketing and begin streamlining helpdesk efficiency in four phases.
- Enable — Turn on NinjaOne Ticketing within the platform and set up the end-user self-service portal, so tickets link to existing device and asset records automatically.
- Configure — Set up ticket boards, custom fields, forms, and response templates to match how the team categorizes and processes requests.
- Automate — Use automation rules and triggers to create, route, assign, and prioritize tickets without manual triage.
- Monitor — Track ticket volume, resolution times, and technician workload through ticketing summary reports and exports.
Can NinjaOne Ticketing scale across a large or growing environment?
Yes. Automated routing, escalation, and condition-based ticket creation handle triage without added technician headcount as ticket volume grows.