In response to feedback from our customers and market research, our team prioritized what matters most for IT decision-makers in 2024 and beyond—boosting staff efficiency and maximizing end-user productivity. Combining the power of NinjaOne automation and the simplicity of self-service, end users can trigger automation scripts directly from the systray icon, streamlining issue resolution like never before.
Empowering end-users through self-remediation
Today’s users are more tech-savvy and want to be self-sufficient. NinjaOne’s latest update lets users handle recurring IT issues by running automations from their systray icon. Need more help? The systray can also provide embedded URLs that connect users to tailored ticket forms or knowledge base articles, all integrated seamlessly into NinjaOne’s end-user portal.
Here NinjaOne’s single pane of glass management plays out perfectly because NinjaOne ticketing, documentation and endpoint management are seamlessly integrated.
The benefits of self-service for IT teams
Self-service can provide significant benefits for IT managers and support teams. Here are three key advantages:
- Customer preference: Studies cited by Zendesk show 91% of users would be happy to use a knowledge base if it meets their needs. 75% said self-service is a convenient way to solve support issues, and 67% prefer self-service over talking to a company representative. Giving users the tools to resolve issues on their own enhances satisfaction and efficiency.
- 24/7 availability and cost efficiency: Self-service options are constantly and reliably available, making them invaluable when users need help outside standard working hours. This improves end-user satisfaction while reducing the burden on IT teams and lowering support costs.
- Relief for overloaded IT support: As an organization grows, so does the number of support tickets. Overloaded customer service agents and IT technicians often experience stress and burnout. Self-service tools can significantly reduce the volume of support tickets, allowing staff to focus on more critical tasks and improving overall job satisfaction.
As IT decision-makers prioritize improving staff efficiency and maximizing end-user productivity, NinjaOne’s new systray-triggered automation represents one way we are delivering on our commitment to automating the hardest parts of IT by enabling users to self-remediate recurring issues independently. This feature seamlessly integrates with NinjaOne’s unified management platform, further boosting IT efficiency. Self-service offers improved customer satisfaction, 24/7 availability, cost efficiency, and reduced stress on IT support teams, creating a more productive and satisfied workforce.
