Ticket types in NinjaOne help organize and prioritize support requests. By classifying tickets, IT teams can manage their workload better, respond faster, and find common problems. Each ticket type can have a different priority, so teams can focus on the most important issues first.
Some ticket types might automatically trigger specific actions, like assigning tickets to certain technicians or sending notifications. You can also analyze ticket types to understand trends and improve your processes.
NinjaOne’s flexible ticketing system lets you create custom ticket types to fit your specific needs. This helps you manage support requests more efficiently and effectively, leading to better customer satisfaction.
NinjaOne Ticket Types
Effective issue tracking and resolution depend on understanding NinjaOne’s ticket types.
Problem
- Description: Recurring or persistent issues that require investigation (e.g., software bugs, hardware malfunctions).
- When to use: Create a problem ticket to track down and resolve the issue if it persists. This can also be used for slowdowns or configuration problems.
Incident
- Description: Unexpected disruptions or outages in services (e.g., server downtime, network failure).
- When to use: Incident Ticket is a sub section of problem ticket, incident tickets are used to address specific occurrences of problems, while problem tickets focus on identifying and resolving the root causes of those problems. Create an incident ticket when a service, system, or application is not working as it should.
Question
- Description: User-initiated requests for assistance or information (e.g., password resets, software installations).
- When to use: Create a question ticket for questions about information, accounts, or general IT stuff.
Task
- Description: Track and manage specific tasks or projects within the ticketing system (e.g., Software deployment, Software updates)
- When to use: Create a task ticket for projects, recurring tasks, projects with deadlines, and client work.