NinjaOne Tickets

NinjaOne Ticket Management

Overview

NinjaOne includes a built-in ticketing system that integrates with device monitoring. Tickets can be manually created or auto-generated from alerts, providing a complete service desk solution.

Anti-triggers

• The MSP's real service desk — most MSPs running NinjaOne keep their ticket queue in a PSA and use NinjaOne ticketing only for monitoring-generated work, or not at all. If the ticket has a contract, an SLA, and billable time against it, it is in the PSA: use autotask-tickets, connectwise-psa-tickets, halopsa-tickets, syncro-tickets, or atera-tickets. Check which system holds the queue before assuming this one.
• How to prioritise, categorise, and route an incoming ticket — this skill covers the NinjaOne ticket API; the triage practice itself is vendor-agnostic, so use shared-skills-ticket-triage.
• Pulling device and alert context onto a ticket — that is a cross-tool lookup; use shared-skills-incident-correlation.
• The alert that would become a ticket — use ninjaone-alerts.

API Endpoints

Create Ticket

POST /api/v2/ticketing/ticket
Content-Type: application/json
Authorization: Bearer {token}

{
  "clientId": 123,
  "subject": "Server disk space critical",
  "description": "C: drive on SERVER-01 is at 95% capacity",
  "priority": "HIGH",
  "status": "OPEN",
  "assignedTechnicianId": 456,
  "deviceId": 789,
  "tags": ["disk", "server", "critical"]
}

Update Ticket

PUT /api/v2/ticketing/ticket/{ticketId}
Content-Type: application/json

{
  "status": "IN_PROGRESS",
  "priority": "MEDIUM",
  "assignedTechnicianId": 456
}

Get Ticket Log Entries

GET /api/v2/ticketing/ticket/{ticketId}/log-entry

Returns all log entries (comments, status changes, time entries) for a ticket.

Ticket Fields

Core Fields

Status Fields

Metadata

Status Values

Priority Levels

Log Entries

Log entries track all ticket activity:

Entry Types

Log Entry Structure

{
  "id": 123,
  "type": "COMMENT",
  "content": "Investigated and found corrupted index",
  "public": false,
  "createdBy": {
    "id": 456,
    "name": "John Tech"
  },
  "createTime": "2024-02-15T14:30:00Z"
}

Common Workflows

Create Ticket from Alert

1. Receive alert notification
2. Get device and organization context
3. Create ticket with device linked
4. Add alert details to description
5. Set priority based on alert severity
6. Assign to appropriate technician

Ticket Resolution Flow

1. Update status to IN_PROGRESS
2. Add log entries documenting work
3. Log time entries for billing
4. Update status to RESOLVED
5. Add resolution notes
6. Close ticket

Escalation Workflow

1. Review ticket age and SLA
2. Update priority if needed
3. Reassign to senior tech
4. Add escalation note
5. Notify stakeholders

Integration with Devices

Link tickets to devices for context:

{
  "subject": "Outlook crashes repeatedly",
  "deviceId": 12345,
  "description": "User reports Outlook crashes when opening attachments"
}

Benefits:

• Quick access to device details
• View device alerts in ticket context
• Run remote actions from ticket

Tags for Categorization

{
  "tags": [
    "email",
    "outlook",
    "crash",
    "user-reported"
  ]
}

Common tag patterns:

• Issue type: hardware, software, network
• Application: outlook, office, vpn
• Source: user-reported, alert, scheduled
• Priority override: vip, urgent

Best Practices

1. Use descriptive subjects - Include who, what, where
2. Log all work - Essential for billing and knowledge
3. Update status promptly - Keeps queues accurate

Error Handling

Related Skills

• Devices - Device context
• Alerts - Alert-to-ticket flow
• Organizations - Client context
• API Patterns - Authentication