Ninja Ticketing Best Practices and Automations Webinar Notes

thank you so much for joining us for ninja ticketing best practices and automations uh this webinar is uh meant to give you guys a starting point for using ninja ticketing automations uh we found in a lot of our onboardings that people saw the power of the automation but didn't know kind of where to start they saw the blank slate and kind of were a little overwhelmed so we wanted to give you an intro to how to get started uh with some common automations that we've heard requests for um and really set you up for success to use ninja ticketing to its its greatest advantage so let's go ahead and hop in um this is uh interactive we do expect there to be plenty of time at the end for questions so please do use the q a to ask us any questions um if you have examples you want us to kind of give you an overview on or or things that you're struggling with um put them in q a we'll make sure to prioritize those feel free to chat and engage with each other ask each other questions in chat um this webinar will be recorded and we will send the recording out after the fact it can take anywhere from you know three to five business days so uh please be patient with us we will send it out as soon as it's available um and uh at the end of the webinar before q a we will be giving out our 100 gift card to a random attendee so um please um you know wait with baited breath for that with that let's go ahead and jump in uh for those of you who have attended some of our webinars before you may recognize us my name is pete bretton i'm the director of customer product marketing here at ninja and i'll let jeff introduce himself uh hello everybody uh my name is jeff hunter i am the lead sales engineer on the msb side here at ninja one awesome and jeff won't say it but he does all the heavy lifting on me so um he will be doing all of the actual work here i just get to talk i'm going to go ahead and hop in um the the intention of the couple of slides that we have will only be on them for a few minutes is to give you a baseline knowledge of the terms we're using and some things to consider when setting up your own automations i think uh walking through these initial uh concepts actually right here um will set you up for success uh in in building out a strategy for automation in ninja so we're going to talk about boards or you know other other um rmms or psas call them you know ticketing views or boards or um you know filter sets whatever they may be we're also going to talk about tags uh which are really a central driver of automation in ninja we're going to talk about forms because those are going to be part of any ticket that you create and then we're going to dive into the actual ticketing automations we do have five examples today those examples are the specifics aren't really important here what we're trying to give you is a framework so keep that in mind as we build these out um that you can take the concepts that we're talking about and apply them to other examples i'm gonna hop right in on boards and uh and get started so really really simple for all of these i'm gonna start off with like a very basic example but what is a board a board is just a pre-filtered view of tickets with certain permissions attached to it so only the right people see the right tickets pretty simple right um tickets are used as a routing mechanism to get the right tickets to the right technicians and in some situations to restrict sensitive information most of the time that that restriction of sensitive information isn't as important as it is to um get the the tickets that people should be focusing on to the right people so um you might have like a tier one tier two tier three set of boards you may have uh given uh boards tied to uh particular expertise set so you might have a a networking board or a recover backup and recovery board or um you know an on-site project planning board um you might have different boards for escalation statuses or urgencies or working at night and even you know at more advanced levels for different approval processes one of the big a couple of big things to consider when you're setting up boards is that balancing sort of segmentation and the sheer number of boards is really important the more boards you have the more difficult it can be to manage and kind of tickets could get lost in the process so you do want to balance the right number of boards with kind of the different use cases um a lot of that will probably be driven by how your team is set up and what your escalation process looks like so you want to sit down and kind of consider all of the aspects of how your business is set up um what your processes look like and kind of how you want to route tickets before you start investing and setting up lots of boards so that's i think that's it on all i have here on boards here um oh the last is just to consider permission sets um with the new uh role-based access controls you do have the ability to assign different uh permissions to different technicians so that they have access to different boards um if you have sensitive information that you don't want certain groups to reach or if you have different types of tickets that are only applicable to certain technicians you also do want to consider uh access permissions when you're setting up boards the second concept to talk about here is tags uh jeff is going to use tags really heavily in in this um in this webinar um and so it's something you you definitely should be um familiar with the concept you should from be familiar with tags are essentially just labels that help you identify the contents of a ticket or add additional context to a ticket for later reference um and again those we are going to use those as a central driver of automation and routing uh there are other ways to route tickets and and leverage automation but i think our view is tick tags are probably the most powerful and flexible way to do that um you know some things to consider when you're looking at tags again too many tags can become problematic quickly um you may want to create sort of uh a tag structure for for automation and then a separate set of tags for technicians to use um you can see um or you will see in in this webinar that jeff is using sort of a system tag on tags that are created via automation and then technicians can kind of use whatever they want um you do want to standardize whenever possible you know urgent versus urgent you know you want to avoid those those typos you want to avoid having too many different types so that you can use them effectively in automation if not you're gonna have to add you know urgent and then all the different spelling errors and that sort of thing and a high priority maybe um as a tag you want to stick with a a small number of um highly relevant and impactful tags and then you may want to think about how you can set up do you want flat versus hierarchical tags a flat might be each tag is completely unrelated to each other um and um each tag does its own thing versus hierarchical you might have um you know um tiering and priority and um oops i'm gonna get yelled at for not turning my phone off um you know you may want to have relational tags as well it's entirely up to you but you want to think that stuff out before you start really investing in your in your tag structure um example tag setups that you might want to look at again those different um system generated versus technician generated tags are definitely something to think about you'll probably want to have different tags for different topics like backup or servers or networking whatever it may be and then you may also want to have workflow tags like you see here we have our tier three tag and our urgent tag those are going to drive different work workflows all right um our third concept here is forms forms are just custom fields to collect specific uh information on a ticket um so they're they're a structured set of custom fields i guess is a better way to put it that's helpful because when a ticket comes in with a particular for a particular topic or a particular workflow you may want to enforce that we need specific information for the technician to respond to that ticket effectively a really good example of that that the image on the left here is what potentially a procurement or new user setup form might look like so when a new user comes in we want to know what hardware they want if you know if they're getting a laptop we want to know what os they're interested in we may have a list of preset laptops that they can choose from uh we want to know who to assign it to and when when it's delivered by creating a form that has um these custom fields and enforcing the filling out of that information when the ticket comes in we can make sure that our technician gets the information that they need and um can process the ticket effectively so it's structured data collection it's um specific to a workflow usually so you may have a procurement one you may have a uh one for on-site jobs you may have one for projects you may have one for um a file restore you know uh each of those could require different data that that you need as the technician you get to take it done um and help enforce that both from the end user who's submitting it and also for the technician if they're on the phone with someone making sure they get the right information um it does significantly improve communication efficiency and if you're using it uh correctly you know it can make your help desk a lot faster um you do want those forms to be uh you know uh included on a ticket based on the actual workflow and you do want to balance um how much information you enforce the technician collects versus their ability to actually get their job done right if you've got 20 fields and they're all required that's really going to slow a technician down you want to minimize the required tech uh information to what they need to actually get the job done but if you use a few different forms and you set them up in in a way that um drives efficiency you're going to get a lot of benefit out of using forms and using forms rigorously all right i think we can jump now to automations i'm just going to give you a quick overview of the automations we're going to jump into and then jeff's going to do all the cool stuff um i i do want to reinforce though that the specific examples that we walk through um yes you can replicate those in your own environment but we're trying to give you a framework to build your own so the first one for example routing tickets to a specific board by parsing the subject line we're going to use um if password is in the subject line we're gonna make sure that's a tier one ticket um and we're gonna put the password tag on it but you could use that not just for passwords you could use it for um you know file restore you could use it for a new employee it's you know we're giving you the framework and then we're expecting you to take that and build out your own sets of automation so number one as i said running tickets by parsing the subject line number two is um actually autoresponding to ticket requests outside of business hours and if something's urgent escalating it to the right technician uh number three will be uh automatically reminding a requester so if if i as a technician respond i'm waiting for a response from the requester if they don't respond in a certain amount of time we're going to remind them and if they don't reply we're actually going to auto close the ticket uh number four is a one-click ticket escalation by a response template so they just click response section template it's going to escalate the ticket and respond to the user and then finally we're going to look at approval processes and how we can automate that uh with custom fields so with that jeff i think we can hand it off to you and show the cool stuff thank you pete i'm going to go ahead and stop your share and then share my own hopefully everybody can see my screen right about now and and right now uh you know what what pete mentioned is it's really important to think about the structure of how you're going to use your ticketing system because i'm a big believer that your structure is kind of what dictates how effective and how efficient and most importantly how everybody's going to use the ticketing system uh and our first example we're going to go into is around routing password reset requests and as you said that's kind of a generic example that really goes to show how you can direct traffic how you can route tickets so that they go to the right spot now a great way to do that is based on are using our customizable email inboxes so right here i could have an email inbox that's specifically dedicated just for when a password needs to be reset and you can see here this is password reset i'm using a specific form here this is going to be a task it's not going to be a problem or a question it's just a task that needs to be completed we've got a fairly low level priority and severity on here but then i'm also auto tagging anything that comes into this system and you can see here i'm tagging it with a tier one tag for being a low-level priority ticket not going to our tier one technicians and then we also have a password reset tag that's automatically being assigned and this lets us know that this is intended to be a password reset and another way we can keep track of that using our tagging system and make sure we route this ticket appropriately now if you're using an external email address you can see here the ability to auto forward from your external email email address into ninja we just need to know what that forwarding email is so that we can whitelist it within our system now that's a great way to ensure that everybody is is any past resets are being captured but not everybody is going to use the right email uh some people get set in their mind that there's only one email to email into for support so maybe they're emailing it to just the generic support at rmmservice.com here so a way that we can use automation to capture what might fall through the cracks in terms of users maybe not using the proper procedures is an example we can see right here a parsing our subject line for the password so this is an ability from within ninja to parse the subject line here you can see we're looking for just anything that has password inside of that uh and we're also using this as a condition for if a ticket has been created and you can see here the ability to make it so that all conditions are going to be met that would be kind of a logical and operator or we could do just if any of the conditions are met which would be a logical or operator now what are we doing in response to this well we're just going to go ahead and tag it and you can see here a difference in my tagging system we mentioned earlier using different tags in this case this is a system action this is something that's being done in an automated way and i want to keep track of that differently than i do if somebody just emails into an email inbox and we auto tag it i feel pretty confident that's going to work but this is where we have the potential for a little bit of error not every ticket that comes in that has password is going to be applicable to be a password reset it might be a different issue and so what this allows me to do is it gives me the ability to track what's happened over time but then also remove this tag so that way i don't have to have a non-password reset show up on the password reset board now this is really about directing traffic how do we get to where we need to go and where we're going in this particular case is going to be a board so if i come into my board section here you'll see that i've created a tier 1 tier 2 and tier 3 board tier 1 being my lowest level here and in this case i'm taking any tickets that are both low and minor that's sort of irrespective of what we're talking about right now that's just how this environment is set up and then i'm saying if any of these conditions are met if any of these tags are present password reset which is assigned whenever they email into the password reset email or our parsing option which is which is the system passwords reset so that gives me the ability to go ahead and easily direct these tickets to the appropriate person which in this case is going to be my low-level board now again pete mentioned boards we have the ability to make sure that only certain people are seeing certain boards you might not want to have everybody see every board if you're looking to direct traffic most efficiently we can come in here into our roles we can look at say an it coordinator here and they're only going to have access inside the ticketing system to a specific board here maybe i'll go ahead and scroll down here and give them access to just this tier 1 ticket board here so that way they have the ability to uh to see any tickets that are in this board but they're not seeing anything that is intended for more experienced technicians who are dealing with more in-depth issues now again that's base functionality there of just a password reset and how we can direct traffic but this could be applied to a variety of scenarios it could be based on directing traffic for a new user onboarding which pete mentioned in my own personal experience you know generically we had tickets come in and then be routed based on region there was a northeast technician a southeast technician a midwest technician however there were exceptions that i wanted to make there there were some issues that i wanted to come directly to me so any issues where that had lms or library server or tms inside of the subject line i would just route those automatically to me because i knew i was going to be the most efficient person to deal with those particular issues so again building structure here how can we direct traffic obviously everybody's environment what you're dealing with on the help desk level is going to be different so it's important to think about this before we start building out the ticketing system and if that's an example of kind of a what ticket the content being the driver of where a ticket goes uh this is kind of a these next two examples honestly are going to be more of a when example you know when do we want to deal with something based on the ticket uh status and a great example to start with a brand new ticket would be something gets submitted after hours so within ninja ticketing you do have the ability to come down here and set customizable business hours and in this case you can see i'm pretty much 24 5 in the uh during the week and then available on the weekends as well but then if anything comes in after those hours i want to make sure i'm dealing with it appropriately and being efficient with my communication back to the requester so in that case what i've done is i've built out two separate automations here so the default you know our base level here is going to be ticket gets created if it's outside of business hours and urgent is not in the subject line then we're going to go ahead and send them an automated message we've added a tag here our system after hours tag again keeping track of what is after hours by the system versus what is dictated by say a technician and then here i am sending out an email i'm sending it to both the requester i'm sending it to anybody who's copied on this ticket i'm just saying our ticket has been received and it's currently in the queue to be assigned to a technician now you can see here i can use placeholders and placeholders are going to be a big factor in customizing your automation and making it feel personalized to to your your clients you can see here all these aspects of the ticket the ticket id the subject line right here the status the type of ticket even down to personal information like phone number organization name first and last name for both the requester as well as the assignee we can all pull from those aspects of the ticket those uh that's already inside the ticket and refer to them automatically so now we're not having to account for sort of a bunch of things that are individual we're able to kind of create something that's one size fits all based on the variables that we're pulling here so this is a great way to to uh you know this is our default response here if anybody is creating a ticket outside of business hours but let's say there is urgent in the subject line maybe you've authorized some people to be able uh so that the ticket is created and it is outside of business hours like this we can go ahead and say all right urgent is in the subject line we are then going to go ahead and take a different action we're going to add an urgent tag here maybe then we're also going to send a notification to my ticketing after hours email distribution list i might also send this as an sms message out in case this needs to be taken care of immediately so again we could also go ahead and create a board here that looks for anything that's urgent and puts it inside that board so everybody has visibility on when that urgent ticket needs to be dealt with so again this is a kind of a actually go ahead and save that again this is kind of a generic example here based around business hours but there's more that you can do here is there a vip tag present do you want to deal with it differently based on on that it could be time based it could be you know event based there's a lot of different criteria here that we can use not just business hours but really any other aspect of the ticket that we've set here could be based on organization if we want to only allow certain organizations the ability to use the urgent flag to bypass our normal procedures okay based on the requester maybe there's a particular person who you want to maybe have a better than usual experience with and you want to make sure that you're able to to route those tickets directly to somebody we can go ahead and even assign anything that pete specifically requests and then assign it directly to me as the individual technician in case they want to work with a technician on a consistent basis so a lot of different applications here not just based on business hours but really any other aspect of the ticket that you're able to automatically respond to automatically tag and then modify pretty much any aspect of the ticket so that you can route it to the appropriate people so if that's an example of a brand new ticket right there let's go ahead and talk about an older ticket or maybe more precisely kind of a stagnant ticket a ticket that is uh languishing it's not being uh dealt with uh as quickly as we'd like to uh maybe the requester is not being responsive and so here we can kind of automate our changes in status of the ticket we have our new tickets open waiting tickets how do we move them along that path how do we move them along through time and what we can do here is take a ticket that's currently open and it's been more than 24 hours since a customer has responded uh and they are eligible to be responded to automatically using a system response eligible tag i can then go ahead and move this into a waiting response here now again this is a tag that i'm using essentially as a safety or an on off switch i might not want everybody to have the ability to respond automatically or i don't want to respond automatically to every single person some people they you know i want to go ahead and say well you know we're waiting here but this there's other factors there's other things that we need to check in on the normal waiting time we don't want to go ahead and time this out so we'll go ahead and remove that system response eligible tag and leave that ticket open for a little bit longer now right there that was just tickets that are currently open uh and so what we've done is create a second automation again with the system response eligible tag that says if it's been more than 24 hours since it's been in waiting and more than 24 hours since a customer last responded if all of these conditions are met then we're going to go ahead and gently remind them okay we're going to go ahead and say this is a friendly reminder that we're waiting on a response from you again note the use of all of our placeholders i've got a reminder here at the very front of the subject line but then otherwise i'm including the rest of my subject line referring to the requester by their first name here letting them know what the ticket id is again just providing some of that basic information as a reminder and then lastly you'll see here i'm removing the system response eligible tag i don't want to continuously remind them over and over again i want to remind them every single hour that this is still in effect here i'm removing that system response eligible tag so that way i don't continuously bug them saying hey it's been 26 hours 27 hours since you uh this is an awaiting state i don't want to bother them too much i just want to make sure that uh you know they they are aware that we still require information from them in order to successfully complete the ticket now if they're not responding at this point we can go into our are changing from waiting to resolved and this is after five days 120 hours if they are still in a waiting status and the ticket has not been modified in those preceding five days then i'm going to go ahead i'm going to automatically mark the ticket as resolved and i've let them know hey we haven't heard from you we're going to go ahead and mark this ticket as resolved now within ninja ticketing you can configure how long it takes for a ticket that's been marked as resolved to officially close that gives you a grace period so that if we send them this message and all of a sudden they say oh well i actually my issue is not fixed i need to make sure that we address this when they respond back into a ticket as long as it hasn't officially been closed yet we'll go ahead and set the status back to open so it can continue to be dealt with so you know when somebody does respond that essentially will reset everything that we've seen so far in terms of moving them from an open status into a waiting status and then finally into a resolved status hey jeff um we have a question that's um appropriate for for this period uh justin graves asks would a technician need to add the system response eligible tag manually here like how would you how would you use that process or would you automate it or what that's a really great great question and it would depend on your environment and how you want to route tickets but what i would do is i would have a ticket created automation that essentially pre-assigns all the tags that i want every single ticket to have and in my specific example here and in my experience the system response eligible tag would be automatically assigned and i would only remove that for specific people or i'd only remove it for specific tickets uh so that i'm not i'm taking them out of the regular automation system and maybe putting them into a new one so that's kind of my philosophy on that it really depends on what you want your default to be do you want to respond by default with a lot of these system automations which i imagine most most people on this call probably do um and then if you don't then yeah you would go ahead and not make that something it's assigned by default you could have it be something that the technician manually assigns and we'll go over how you can have technicians easily assign tags in bulk using our one touch automations and honestly this next example uh so i i think that uh that covered him anything yeah i was just gonna say thank you that was a really good explanation uh so we'll go ahead and move on to our next example here and so far what we've been dealing with in terms of our automations has been event and time-based automations you can see all these types right here it's all based on the time since something has occurred it's all based on a specific action occurring and now we're going to move into response templates which goes ahead and it takes it into the actual ticket itself response templates are essentially one touch actions you go ahead you have a response template i always say it's your frequently used answers in response to frequently asked questions you can go ahead and build all of those in as response templates and the response templates allow you to respond with pre-filled out text you can use those placeholders i mentioned earlier so that every uh uh you know we were pull different criteria from within the ticket automatically so it doesn't have to be manually typed out and we can also automatically assign tags so if i come in here i have a response template set up to escalate to tier two so now this is intended to be used by tier one technicians who said okay this is uh not a a ticket that i'm able to help with i want to go ahead and escalate it so right from within the ticket with just the click of a button they can go ahead and choose to escalate to tier two that then removes the tier one tag so it will disappear from the tier one board it adds in the tier two tag and it also adds in the escalate pack now i've added in the escalate tag as essentially another safety if you will maybe the escalate tag then puts it onto another board so that the team lead for tier one can review confirm that this is an action that you want to take this ticket does need to be escalated if it's not they can undo that escalation take it off the tier two board and put it back into tier one you can also build out automations here based around notifying the uh the end user or the requester here that their ticket is going to be escalated and finally we are adding in a comment here into the ticket as a private note you can do both public responses which are going to go to everybody uh who's the requester anybody who's copied on the ticket or a private note where you have to be a ninja technician and in this particular case i'm putting a private note for auditing tracking purposes uh right here i can say the assignee the current assignee here went ahead and escalated this ticket to uh and the ticket id here to our tier two support so now i have that inside the ticket history in case i ever need to export that or just go back and see what was occurring so now if i go into a particular ticket here now we'll go ahead and say uh here's our requester here i'll go ahead and i'll assign this ticket to myself i will go ahead and save there and i'm let's say i'm having trouble with this one it's a backup issue i need to go ahead and escalate this to tier two right here i can go ahead and escalate to tier two right here you can see jeff hunter escalated this ticket 1012 to tier two support i've added in my tags over here and so now all i really need to do is hit publish right there one click of a button i've added in all these tags there's only a couple of tags but if you're using tags more extensively this is a great way to prevent people from having to come in here mess around with tags modify them remove them and kind of build everything for response templates which makes it easier for you to manage on a macro level because you're not having to worry about individual technicians you're taking some of the human error out of the equation here if i need to say de-escalate a ticket i can then go ahead de-escalate that remove the other tanks that i had present there so now this ticket has been de-escalated again that same one-touch ability moving your tickets up and down the chain essentially if you think of it as a ladder in terms of where you're routing your tickets the response templates tags boards these are all great ways to i'll say it again direct traffic and make sure your tickets are getting routed to the right place so that they can be dealt with in the most efficient way possible hey jeff um this may just be something that you set up in the um response template but michael asked why the t1 tag was not removed when you hit the escalate button uh that's a great question i would have to assume that was either a bug there or i did not do my automation correctly so i apologize for that uh and i also apologize uh there is somebody with a chainsaw right outside my office window so if that is coming across on zoom i sincerely apologize was not expecting this on on a wednesday today um but that is kind of our response templates and you can kind of see the ability to do automation here now in this case i'm i'm using fairly generic stuff that's all on the back end within the ticketing system but my other option would be to include filler text here you know backup restore i can go ahead and change this here uh add in filler text here that can go straight to my requester and this could include something like knowledge based articles if you have a knowledge-based system and you want to include those links or those cards inside here automatically it's great just to have one touch ability right here to input those into the ticket it could deal with closing a ticket if you have a ticket maybe an out-of-scope response that you want to allow your technicians to respond automatically with hey this is out of scope you need to go to x y and z if you want to deal with this issue you can build all that in as an automated response which is really going to streamline on you know your help desk workflow but it's also going to standardize your responses instead of everybody typing out something individually it allows you to make things much more standardized and really all of our automation applies to that you know trying to make things more standardized here and i think something that um is really good to think about with response templates is any any field any uh so public responses private responses any form fields all any tags all of those can be adjusted with a response template so you can get really robust and you can get really simple with response templates it's entirely up to you and we're really focusing on kind of how can you make a lot of the automations we're talking about how can you make things more efficient here in terms of response templates but it's also again a great way to to standardize your communication back and forth between your customers your clients and your help desk and i did see a question there about response response templates being searchable as you start to build out more response templates you can see here we do have a search bar here so you do have the ability to search for specific templates something again you should take into consideration here we spoke about structure uh which is how are you what's your naming convention uh what nomenclature are you using here to make sure that people are finding what they need in terms of the response templates but also any of the other automations that you create so now our last example here is we're going to be using custom fields and custom forms to provide more information a lot of the examples we've been talking about so far have been pretty binary kind of zero or one yes or no is password present or is it not uh and now we're going to go ahead and expand this a little bit further be a little bit more advanced and how we can route tickets to multiple people so if i come into another ticket here i have a new employee being onboarded a lot of extensive custom fields here name title onboarding date but then also the department here so hardware required additional software now we're entering into where multiple pieces of information are being input so if i need to make sure that or i need to route the ticket differently based on the information that's entered into any of these custom fields and forms i can very easily do that you can build automation based off of any of the custom fields that we have here these are all accessible from our automation section so if i go back into my configuration here i go into integrations and then i go into my ticketing section here under my automation if i look at approval required here i can say if any of these pieces of software here zoom creative cloud jira if any of those are needed and the type is equal to a task i am then going to go ahead and email to a specific person in this case i'm using me as an example because i didn't want to bother pete too much and in this case i am looking for approval required it needs administrator approval i have the ticket id right here ticket id has items that require my approval i'm going to go ahead and log into my ticketing system and in this case i might have extremely limited access i might be using those advanced user permissions that we showed off earlier to restrict who has access to which boards so at that point as soon as that is checked that is then routed to me uh so that i can then approve it all i need to do is go in and then add in my approval into the ticket body and then the technician can go ahead and and i'll add another tag there and then the technician can then go ahead and continue with the enablement process and again you can use response templates for this as well if i just need to approve something i can go right into my ticket and hit my my quick approval there and then that'll be just a quick way for me to make sure that this has been approved the verbiage is staying consistent and i'm able to uh to deal with all of my tasks and my tickets in the most efficient way possible now that in one particular that in that particular case this is going to just me now i can modify this and say all right well anything involving zoom or jira needs to go to me but then i'll create another automation that says anything that involves uh say creative cloud that needs to go to somebody else and so that's how we can have a multi-pronged approach here on approvals and who needs where a ticket needs to go in order to receive the proper approval so at this point we're starting to branch and fork off of uh what our our baseline would be which is just kind of a a to b to c at this point we have more options here so that you can if you have a more complex environment and everything isn't going to move along a strictly linear path you have the flexibility there to move things up the chain down the chain forward in time just in terms of the the workflow process you have a lot more flexibility with the custom fields to create more of that automation uh and and i think that's a great i'll just kind of end on the point that i think we've talked about a lot here which is that this really is about structure we understand that everybody is going to be using their ticketing system differently uh you know there's obviously always going to be constants but there are going to be a lot of things that are going to differ from everybody's environment so it's important to sit down think about we've talked about tags we've talked about boards we've talked about forms we've talked about automations how do all three of our sorry all four of those aspects uh play into each other how do they all interact with each other that's a really important thing to think about when you're building all these automations is hey what do you want to have happen but then b how are these four different mechanisms that we've talked about today how are they all going to interface with each other how are they all going to interact with each other taking a little bit of time here to kind of think about about that structure i think really is going to go a long long way towards setting your ticketing system up for success uh through ninja fantastic job jeff thank you so much uh before we get to q a and i do see we have a ton of questions um i want to bring christine nelson on she's our uh marketing court uh marketing coordinator to give out our uh 100 gift card i think i got your title on christine same thing um hey everyone i'm christine marketing campaign coordinator here at ninja one and i'm here to announce the 100 amazon gift card winner so if we can all pop in the chat and say a huge congratulations to david cherry congratulations david be on the lookout for an email from me and i'll get that out to you that's it for me congrats all right um let's jump into q a um there were a ton i want to address some quick just from a road map perspective really quick um there are a bunch of questions about roadmap major features are on the ninja1.com roadmap site there's a lot of um we are constantly releasing updates on ticketing it's as many of you know it's a relatively new product for us um if you don't see something there it doesn't mean it's not in development or in the roadmap i just kind of tried to minimize it to the the major feature sets when we built built out the public roadmap um so you can always reach out to your account manager to see if something is on the roadmap one that actually just came up was the most recent one i saw was adding custom fields to um the ticketing board view uh jeff do you do you know if that's available i know it's planned i would expect to see it probably sometime this summer if not our next release awesome thank you so much um i think we can jump into all the other questions we have here and so we'll just walk down the list so it might take a second to find some some good ones um ah so uh domain management so um we have an issue where emails that are forwarded from our in-house i.t support address into our ninja support email address those uh for some reason those males don't raise tickets any suggestions for this i think you have an answer for that jeff yeah i i one thing i would just recommend double checking here is whenever you create your email inboxes here you have to have at least one and so if you are forwarding in i would recommend having your email uh actually it's required having the originating email uh whitelisted here is the forwarding address so if everybody is submitting tickets to support ninja rmm.com i would want to make sure and then that email address is then forwarding into my ninja ticketing address of support rmmservice.com i need to whitelist that so that it successfully gets converted from an afforded email which we would otherwise ignore into an actual ticket and that also helps with making sure that we represent the originator of the email um not you know every ticket is just associated with your support email address you want to have it use the the actual uh originator email address that you're affording in uh so this is what i would recommend uh checking here but if you do have this in place and you're still experiencing issues like that absolutely please contact our support team so we can get that addressed it we absolutely do support boarding tickets in just have to make sure we take this additional step here of whitelisting the forwarding address yeah and justin gave us a quick pro tip here is that you have to hit tab on that uh support ninja rmm.com before you hit save or we just ignore it for whatever reason so you got to make sure it turns into that gray box before uh before you hit save right if i just hit save here it's not going to do anything awesome all right so let's go on to the next one here um reports um joe asked us about reports to highlight trouble tickets um for for their clients their their tickets want to know what the big trouble tickets are um i think i can answer this one um we are in the middle of a um fairly significant change to our reporting i mean as any of our partners will know our reporting is um not not best in class it's one of the things that we think is a weakness in ninja and we're working very heavily on it in our last release you saw a visual update to reports but the engine underlying reports is undergoing pretty significant changes as well joe i would expect not until that project is kind of completed would we see a significant number of new ninja ticketing reports but we do know that um we need to build out new ninja ticketing reports and make those available to you so i don't have a timeline for the specific apps that you have but know that we are making major changes to our reporting okay um valentino wants to know what to do when an automation fails any ideas there jeff um i mean i would always say we'd want to look into why that failed so i'd always encourage you to open up a support ticket but it's a good thing to look at tags here and basically look at all of your conditions and just make sure that the all the conditions are being met and being assigned appropriately the biggest issue i think you'll run into with any automation system not just ninja ticketing but anything where you're doing automation is conflicts where are you taking one automation that you think is doing something but it's being interfered with by a different automation for example you know if we have something in place that automatically scans the subject line uh or scans the severity and priority and automatically assigns a tier one tag right here my action to go ahead and de-escalate uh this ticket by removing that tier one tag wouldn't work because as soon as i remove the tier 1 tag it would then get reassigned by conflicting automation so that would be the very first thing i would i would check is just look for any situation where there could be a potential breakdown or where one automation flow is potentially affecting another automation workflow but other than that if you do experience any issues with with automation failing um i'll be up we want to hear from you uh please please uh contact us and we're we're happy uh to take as long a look at that as as you'd like us to awesome uh the next question i think i can answer is from faisal uh how do you delete a tag that was created by mistake um you can't today um but in 532 uh again if you check out our roadmap a tag management is a feature that is coming out in five through two that will make deleting tags uh or creating tags um you know centrally managing tags easier um so you're gonna have to wait till then to delete uh unnecessary tags uh a set a follow-up question that is how to reassign tickets associated with a tag before or after deleting that tag um i don't know if i understand that could you could you just read that to me again yeah how to reassign tickets associated with the tag before or after deleting that tag uh yeah so if we come in here uh we'll go ahead and see all right if a particular tag is present we'll go ahead and just say it is the system after hours tag here i'll go ahead and then automatically assign that to myself here so i can auto assign a ticket or change whoever the ticket is presently assigned to here and then i would just need to go ahead and remove that tag so i can go ahead and remove my after hours tag if it's being dealt with it's not a great example i apologize for doing this on the fly but that's an example of how you can take a tag conditionally update who is assigned to that ticket and then remove that tag so it's no longer present and that's a great way sort of adding and removing tags that is a great way to take certain actions only once obviously if you have a situation where a tag is present if you're using that as a condition or really any of your other conditions like let's say a time-based automation to remind the customer after 24 hours again you don't want to consistently remind them every hour on the hour that their ticket hasn't been dealt with in at least 24 hours you can go ahead and add a tag as a condition to that and then remove it after their first response so that way you send it to them once and you're not sending it to them on a recurring basis over and over again awesome um i am going to pres scott has a question coming up about um end users i'm going to prep for that if you can take a look at another question jeff yeah sure oh i already answered that one i did see a question here from david uh does ninja ticketing have anything like a customer survey we don't currently have anything along those lines but again i would say that if you are using a third party service that does allow you to do something like that you can build those links into our automation here so that as a ticket is marked as resolved or closed we can then go ahead and send them that survey link and you could also incorporate that into a response template so that if you do need to send a survey as a part of an existing ticket before it officially closes we could do it that way we don't have anything built in peak maybe speak to future plans on that i'm not aware of anything particularly imminent so i'd probably have to recommend a third party solution at this time yeah um i i honestly don't have anything to add to that um so uh scott radley asked can you use these forms to have hr help with some of the new hire request types that come into it if you don't mind i'm going to steal the screen away from you just for a second here absolutely and uh share with you this is our end user portal um you know we originally built it for end user access to remote devices so you can see here i can you know remote into a device restore files etc but we also have our ticketing portal in here what you can do if you want hr to be using uh forms to submit tickets that provide particular information you can give them access to the end user portal and they can go in here and create a ticket what i can actually do is um assign them forms like new employee onboarding and that's going to require them to give me particular information right so we're just hiring jeff he's really great so we're going to make him a leader of everything and we're going to assign him all the different things right so when he's hot when it's happening the hardware required and you know whatever applications i might want so he also needs a laptop laptop etc so um jeff whatever it may be oops so i'm gonna go ahead and submit that and i now should have see um that ticket it may take a second to jump in but yeah here we go hiring jeff you can see this form is assigned so i have all this information in here um it's assigned to the the hr person called steven end user in this case um and i can go ahead and get started and a couple different ways to submit tickets within ninja ticketing we just showed you one there which is the web-based portal uh we already spoke earlier about the ability to submit tickets via email but we do have the systray icon as well which is brandable you can customize that with a variety of different menu options one of which is the help request form because that pops up with it's a pop-up box essentially that'll appear on the desktop of a user could be windows mac or linux devices we support for all of them and i really am a big fan of that because it incorporates a lot of information that we pull automatically from the device and adds that into the ticket so normally if you somebody submits a ticket to the end user portal like pete just showed there wasn't a device associated with that ticket uh now if you submit a ticket from the sistray icon there is a device associated with that ticket along with the organization the location as well as the user themselves we can even automatically grab their contact information so that is a great way to easily streamline opening tickets in addition to obviously manually opening a ticket using the web portal or having tickets that are emailed in converting those emails into tickets and i can actually um i actually just deployed that in this environment so i can i think i'm showing the right screen um all right this is my ninja one um so i can actually go right here and hit request help uh this is what that looks like so you know help me whatever help take my screenshot whatever it may be i don't think i have this user in there but ninja calm and i'm not entering my phone number because you guys like my don't call me here we go and uh again if i hop back into all tickets you can see right here it's going to show a lot more information right it's going to say who it is it's going to give me information about the device i can actually get to that device right from here i get my ip you can see you know what os i'm using etc and you can even see that that screenshot as well right from here so yeah there you go all right um we've got a couple more questions here so let's go ahead and dive in um uh how do you create a tag um do you want to quickly show that jeff yeah absolutely let me go ahead and share my screen here and you can do it from a couple different sections i'm going to say the most common one is going to be from within the ticket editor itself so i can come in here type in whatever i want and then hit enter and that will add the tag into the system obviously better management of tags overall planned for later this year in a future release you can create the tags here you can also create tags by going into integrations ticketing and then if you're creating an automation you can create it in this section here under actions so if i wanted to add in a tag i believe you can do this here we'll do which one that i can actually use here we'll do system response ineligible to try and be a little consistent a little too long there we'll go ahead and add that in there however you cannot add tags if you're adding them as a condition to monitor so you can add them as an action here so if you ever get here and you're building on a really complex automation then you go i forgot to create the tag to switch over to actions here create it there and then you'll be able to use that as a condition so another pro tip there in case you uh uh get very deep in the weeds here and then can't save your automation because it doesn't have the right tag that one is a real pro tip um all right is there a way to see the machine name in the boards view if it is assigned feels like we should be able to do that yeah check here yes we have the individual device here available as a column so you can customize these board views uh so that what columns are visible is determined whenever you create the board it can also be modified after the fact assuming you have the right permissions so you can include the device here so now uh if i go ahead and add that in i should see that did i do this right yes yeah i'll have to refresh i thought there we go and now i can see the device over on the right hand side this does also come into play with your csv export so in the top right of any board view you'll see the export option you are able to export just the ticket the tickets with comments or public comments versus all comments that will include whatever columns you see here and it should also respect any of the search filters that you have up here at the top so if i wanted to see just tickets for a certain let's say the month of march which unfortunately we don't have any here but then i can then go ahead and export those out including whatever information is visible via the columns that i've selected for this board [Music] um can an automation workflow be added to automatically assign location based on users good question uh no it cannot organization and location are really two aspects of the ticket that really can't be impacted by automation today uh so there's no way to do that my work around is is using uh location-based tags uh if for different physical locations my my background prior to ninja was uh i was director of technical services for a movie theater chain and so each individual theater essentially i tracked by a tag uh and so that was kind of my method for for for that particular workflow this obviously predates ninja ticketing but that was kind of my my work around for for a similar situation there awesome i think we have time for um just one more question i realize that there are a lot of questions here that we may not have gotten to we will share those with your account manager and you can always reach out and ask your account manager as well um i think the last question i have here is um well i actually see a good one here from frank who asks if we want a time-based automation to run only during business hours with the only way to do that be to add a tag and then set up another automation to look for that tag no i think you can actually do that based on whether you're inside or outside of business hours you would just add that as a condition so whatever your normal conditions would be for that automation plus if it's within business hours you could then dictate if it runs or not uh now if it's a time-based one that's going to be you know if you exceed 24 hours you would still want to take the step that we spoke about earlier which is adding a tag so that it only triggers once but you could still use the business hours to make sure that it's running at the appropriate time and not at say you know 11 pm at night versus uh you know at 9 30 in the morning yeah it does look like event based are the only ones that have business hours assigned so time based ones don't have business hours as an option we should check on that yeah that might just be an oversight on our side um that might just be something we need to add into time-based ones uh then in that case frank for now you are correct you would have to do the tag another automation but good call out and we will let the product manager know about that um i think we are at time um so uh thanks everyone for joining us uh there again a lot of questions feel free to reach out to us or your account manager um this recording will be sent out after the fact so you will have it available to you if you want to follow along and replicate anything um and we did just release a blog post that goes through some of these automations kind of step by step with screenshots you can check our blog for those so uh for the time being thanks so much for joining us and we hope this was valuable for you all thanks everybody take care

thank you so much for joining us for ninja ticketing best practices and automations uh this webinar is uh meant to give you guys a starting point for using ninja ticketing automations uh we found in a lot of our onboardings that people saw the power of the automation but didn&#39;t know kind of where to start they saw the blank slate and kind of were a little overwhelmed so we wanted to give you an intro to how to get started uh with some common automations that we&#39;ve heard requests for um and really set you up for success to use ninja ticketing to its its greatest advantage so let&#39;s go ahead and hop in um this is uh interactive we do expect there to be plenty of time at the end for questions so please do use the q a to ask us any questions um if you have examples you want us to kind of give you an overview on or or things that you&#39;re struggling with um put them in q a we&#39;ll make sure to prioritize those feel free to chat and engage with each other ask each other questions in chat um this webinar will be recorded and we will send the recording out after the fact it can take anywhere from you know three to five business days so uh please be patient with us we will send it out as soon as it&#39;s available um and uh at the end of the webinar before q a we will be giving out our 100 gift card to a random attendee so um please um you know wait with baited breath for that with that let&#39;s go ahead and jump in uh for those of you who have attended some of our webinars before you may recognize us my name is pete bretton i&#39;m the director of customer product marketing here at ninja and i&#39;ll let jeff introduce himself uh hello everybody uh my name is jeff hunter i am the lead sales engineer on the msb side here at ninja one awesome and jeff won&#39;t say it but he does all the heavy lifting on me so um he will be doing all of the actual work here i just get to talk i&#39;m going to go ahead and hop in um the the intention of the couple of slides that we have will only be on them for a few minutes is to give you a baseline knowledge of the terms we&#39;re using and some things to consider when setting up your own automations i think uh walking through these initial uh concepts actually right here um will set you up for success uh in in building out a strategy for automation in ninja so we&#39;re going to talk about boards or you know other other um rmms or psas call them you know ticketing views or boards or um you know filter sets whatever they may be we&#39;re also going to talk about tags uh which are really a central driver of automation in ninja we&#39;re going to talk about forms because those are going to be part of any ticket that you create and then we&#39;re going to dive into the actual ticketing automations we do have five examples today those examples are the specifics aren&#39;t really important here what we&#39;re trying to give you is a framework so keep that in mind as we build these out um that you can take the concepts that we&#39;re talking about and apply them to other examples i&#39;m gonna hop right in on boards and uh and get started so really really simple for all of these i&#39;m gonna start off with like a very basic example but what is a board a board is just a pre-filtered view of tickets with certain permissions attached to it so only the right people see the right tickets pretty simple right um tickets are used as a routing mechanism to get the right tickets to the right technicians and in some situations to restrict sensitive information most of the time that that restriction of sensitive information isn&#39;t as important as it is to um get the the tickets that people should be focusing on to the right people so um you might have like a tier one tier two tier three set of boards you may have uh given uh boards tied to uh particular expertise set so you might have a a networking board or a recover backup and recovery board or um you know an on-site project planning board um you might have different boards for escalation statuses or urgencies or working at night and even you know at more advanced levels for different approval processes one of the big a couple of big things to consider when you&#39;re setting up boards is that balancing sort of segmentation and the sheer number of boards is really important the more boards you have the more difficult it can be to manage and kind of tickets could get lost in the process so you do want to balance the right number of boards with kind of the different use cases um a lot of that will probably be driven by how your team is set up and what your escalation process looks like so you want to sit down and kind of consider all of the aspects of how your business is set up um what your processes look like and kind of how you want to route tickets before you start investing and setting up lots of boards so that&#39;s i think that&#39;s it on all i have here on boards here um oh the last is just to consider permission sets um with the new uh role-based access controls you do have the ability to assign different uh permissions to different technicians so that they have access to different boards um if you have sensitive information that you don&#39;t want certain groups to reach or if you have different types of tickets that are only applicable to certain technicians you also do want to consider uh access permissions when you&#39;re setting up boards the second concept to talk about here is tags uh jeff is going to use tags really heavily in in this um in this webinar um and so it&#39;s something you you definitely should be um familiar with the concept you should from be familiar with tags are essentially just labels that help you identify the contents of a ticket or add additional context to a ticket for later reference um and again those we are going to use those as a central driver of automation and routing uh there are other ways to route tickets and and leverage automation but i think our view is tick tags are probably the most powerful and flexible way to do that um you know some things to consider when you&#39;re looking at tags again too many tags can become problematic quickly um you may want to create sort of uh a tag structure for for automation and then a separate set of tags for technicians to use um you can see um or you will see in in this webinar that jeff is using sort of a system tag on tags that are created via automation and then technicians can kind of use whatever they want um you do want to standardize whenever possible you know urgent versus urgent you know you want to avoid those those typos you want to avoid having too many different types so that you can use them effectively in automation if not you&#39;re gonna have to add you know urgent and then all the different spelling errors and that sort of thing and a high priority maybe um as a tag you want to stick with a a small number of um highly relevant and impactful tags and then you may want to think about how you can set up do you want flat versus hierarchical tags a flat might be each tag is completely unrelated to each other um and um each tag does its own thing versus hierarchical you might have um you know um tiering and priority and um oops i&#39;m gonna get yelled at for not turning my phone off um you know you may want to have relational tags as well it&#39;s entirely up to you but you want to think that stuff out before you start really investing in your in your tag structure um example tag setups that you might want to look at again those different um system generated versus technician generated tags are definitely something to think about you&#39;ll probably want to have different tags for different topics like backup or servers or networking whatever it may be and then you may also want to have workflow tags like you see here we have our tier three tag and our urgent tag those are going to drive different work workflows all right um our third concept here is forms forms are just custom fields to collect specific uh information on a ticket um so they&#39;re they&#39;re a structured set of custom fields i guess is a better way to put it that&#39;s helpful because when a ticket comes in with a particular for a particular topic or a particular workflow you may want to enforce that we need specific information for the technician to respond to that ticket effectively a really good example of that that the image on the left here is what potentially a procurement or new user setup form might look like so when a new user comes in we want to know what hardware they want if you know if they&#39;re getting a laptop we want to know what os they&#39;re interested in we may have a list of preset laptops that they can choose from uh we want to know who to assign it to and when when it&#39;s delivered by creating a form that has um these custom fields and enforcing the filling out of that information when the ticket comes in we can make sure that our technician gets the information that they need and um can process the ticket effectively so it&#39;s structured data collection it&#39;s um specific to a workflow usually so you may have a procurement one you may have a uh one for on-site jobs you may have one for projects you may have one for um a file restore you know uh each of those could require different data that that you need as the technician you get to take it done um and help enforce that both from the end user who&#39;s submitting it and also for the technician if they&#39;re on the phone with someone making sure they get the right information um it does significantly improve communication efficiency and if you&#39;re using it uh correctly you know it can make your help desk a lot faster um you do want those forms to be uh you know uh included on a ticket based on the actual workflow and you do want to balance um how much information you enforce the technician collects versus their ability to actually get their job done right if you&#39;ve got 20 fields and they&#39;re all required that&#39;s really going to slow a technician down you want to minimize the required tech uh information to what they need to actually get the job done but if you use a few different forms and you set them up in in a way that um drives efficiency you&#39;re going to get a lot of benefit out of using forms and using forms rigorously all right i think we can jump now to automations i&#39;m just going to give you a quick overview of the automations we&#39;re going to jump into and then jeff&#39;s going to do all the cool stuff um i i do want to reinforce though that the specific examples that we walk through um yes you can replicate those in your own environment but we&#39;re trying to give you a framework to build your own so the first one for example routing tickets to a specific board by parsing the subject line we&#39;re going to use um if password is in the subject line we&#39;re gonna make sure that&#39;s a tier one ticket um and we&#39;re gonna put the password tag on it but you could use that not just for passwords you could use it for um you know file restore you could use it for a new employee it&#39;s you know we&#39;re giving you the framework and then we&#39;re expecting you to take that and build out your own sets of automation so number one as i said running tickets by parsing the subject line number two is um actually autoresponding to ticket requests outside of business hours and if something&#39;s urgent escalating it to the right technician uh number three will be uh automatically reminding a requester so if if i as a technician respond i&#39;m waiting for a response from the requester if they don&#39;t respond in a certain amount of time we&#39;re going to remind them and if they don&#39;t reply we&#39;re actually going to auto close the ticket uh number four is a one-click ticket escalation by a response template so they just click response section template it&#39;s going to escalate the ticket and respond to the user and then finally we&#39;re going to look at approval processes and how we can automate that uh with custom fields so with that jeff i think we can hand it off to you and show the cool stuff thank you pete i&#39;m going to go ahead and stop your share and then share my own hopefully everybody can see my screen right about now and and right now uh you know what what pete mentioned is it&#39;s really important to think about the structure of how you&#39;re going to use your ticketing system because i&#39;m a big believer that your structure is kind of what dictates how effective and how efficient and most importantly how everybody&#39;s going to use the ticketing system uh and our first example we&#39;re going to go into is around routing password reset requests and as you said that&#39;s kind of a generic example that really goes to show how you can direct traffic how you can route tickets so that they go to the right spot now a great way to do that is based on are using our customizable email inboxes so right here i could have an email inbox that&#39;s specifically dedicated just for when a password needs to be reset and you can see here this is password reset i&#39;m using a specific form here this is going to be a task it&#39;s not going to be a problem or a question it&#39;s just a task that needs to be completed we&#39;ve got a fairly low level priority and severity on here but then i&#39;m also auto tagging anything that comes into this system and you can see here i&#39;m tagging it with a tier one tag for being a low-level priority ticket not going to our tier one technicians and then we also have a password reset tag that&#39;s automatically being assigned and this lets us know that this is intended to be a password reset and another way we can keep track of that using our tagging system and make sure we route this ticket appropriately now if you&#39;re using an external email address you can see here the ability to auto forward from your external email email address into ninja we just need to know what that forwarding email is so that we can whitelist it within our system now that&#39;s a great way to ensure that everybody is is any past resets are being captured but not everybody is going to use the right email uh some people get set in their mind that there&#39;s only one email to email into for support so maybe they&#39;re emailing it to just the generic support at rmmservice.com here so a way that we can use automation to capture what might fall through the cracks in terms of users maybe not using the proper procedures is an example we can see right here a parsing our subject line for the password so this is an ability from within ninja to parse the subject line here you can see we&#39;re looking for just anything that has password inside of that uh and we&#39;re also using this as a condition for if a ticket has been created and you can see here the ability to make it so that all conditions are going to be met that would be kind of a logical and operator or we could do just if any of the conditions are met which would be a logical or operator now what are we doing in response to this well we&#39;re just going to go ahead and tag it and you can see here a difference in my tagging system we mentioned earlier using different tags in this case this is a system action this is something that&#39;s being done in an automated way and i want to keep track of that differently than i do if somebody just emails into an email inbox and we auto tag it i feel pretty confident that&#39;s going to work but this is where we have the potential for a little bit of error not every ticket that comes in that has password is going to be applicable to be a password reset it might be a different issue and so what this allows me to do is it gives me the ability to track what&#39;s happened over time but then also remove this tag so that way i don&#39;t have to have a non-password reset show up on the password reset board now this is really about directing traffic how do we get to where we need to go and where we&#39;re going in this particular case is going to be a board so if i come into my board section here you&#39;ll see that i&#39;ve created a tier 1 tier 2 and tier 3 board tier 1 being my lowest level here and in this case i&#39;m taking any tickets that are both low and minor that&#39;s sort of irrespective of what we&#39;re talking about right now that&#39;s just how this environment is set up and then i&#39;m saying if any of these conditions are met if any of these tags are present password reset which is assigned whenever they email into the password reset email or our parsing option which is which is the system passwords reset so that gives me the ability to go ahead and easily direct these tickets to the appropriate person which in this case is going to be my low-level board now again pete mentioned boards we have the ability to make sure that only certain people are seeing certain boards you might not want to have everybody see every board if you&#39;re looking to direct traffic most efficiently we can come in here into our roles we can look at say an it coordinator here and they&#39;re only going to have access inside the ticketing system to a specific board here maybe i&#39;ll go ahead and scroll down here and give them access to just this tier 1 ticket board here so that way they have the ability to uh to see any tickets that are in this board but they&#39;re not seeing anything that is intended for more experienced technicians who are dealing with more in-depth issues now again that&#39;s base functionality there of just a password reset and how we can direct traffic but this could be applied to a variety of scenarios it could be based on directing traffic for a new user onboarding which pete mentioned in my own personal experience you know generically we had tickets come in and then be routed based on region there was a northeast technician a southeast technician a midwest technician however there were exceptions that i wanted to make there there were some issues that i wanted to come directly to me so any issues where that had lms or library server or tms inside of the subject line i would just route those automatically to me because i knew i was going to be the most efficient person to deal with those particular issues so again building structure here how can we direct traffic obviously everybody&#39;s environment what you&#39;re dealing with on the help desk level is going to be different so it&#39;s important to think about this before we start building out the ticketing system and if that&#39;s an example of kind of a what ticket the content being the driver of where a ticket goes uh this is kind of a these next two examples honestly are going to be more of a when example you know when do we want to deal with something based on the ticket uh status and a great example to start with a brand new ticket would be something gets submitted after hours so within ninja ticketing you do have the ability to come down here and set customizable business hours and in this case you can see i&#39;m pretty much 24 5 in the uh during the week and then available on the weekends as well but then if anything comes in after those hours i want to make sure i&#39;m dealing with it appropriately and being efficient with my communication back to the requester so in that case what i&#39;ve done is i&#39;ve built out two separate automations here so the default you know our base level here is going to be ticket gets created if it&#39;s outside of business hours and urgent is not in the subject line then we&#39;re going to go ahead and send them an automated message we&#39;ve added a tag here our system after hours tag again keeping track of what is after hours by the system versus what is dictated by say a technician and then here i am sending out an email i&#39;m sending it to both the requester i&#39;m sending it to anybody who&#39;s copied on this ticket i&#39;m just saying our ticket has been received and it&#39;s currently in the queue to be assigned to a technician now you can see here i can use placeholders and placeholders are going to be a big factor in customizing your automation and making it feel personalized to to your your clients you can see here all these aspects of the ticket the ticket id the subject line right here the status the type of ticket even down to personal information like phone number organization name first and last name for both the requester as well as the assignee we can all pull from those aspects of the ticket those uh that&#39;s already inside the ticket and refer to them automatically so now we&#39;re not having to account for sort of a bunch of things that are individual we&#39;re able to kind of create something that&#39;s one size fits all based on the variables that we&#39;re pulling here so this is a great way to to uh you know this is our default response here if anybody is creating a ticket outside of business hours but let&#39;s say there is urgent in the subject line maybe you&#39;ve authorized some people to be able uh so that the ticket is created and it is outside of business hours like this we can go ahead and say all right urgent is in the subject line we are then going to go ahead and take a different action we&#39;re going to add an urgent tag here maybe then we&#39;re also going to send a notification to my ticketing after hours email distribution list i might also send this as an sms message out in case this needs to be taken care of immediately so again we could also go ahead and create a board here that looks for anything that&#39;s urgent and puts it inside that board so everybody has visibility on when that urgent ticket needs to be dealt with so again this is a kind of a actually go ahead and save that again this is kind of a generic example here based around business hours but there&#39;s more that you can do here is there a vip tag present do you want to deal with it differently based on on that it could be time based it could be you know event based there&#39;s a lot of different criteria here that we can use not just business hours but really any other aspect of the ticket that we&#39;ve set here could be based on organization if we want to only allow certain organizations the ability to use the urgent flag to bypass our normal procedures okay based on the requester maybe there&#39;s a particular person who you want to maybe have a better than usual experience with and you want to make sure that you&#39;re able to to route those tickets directly to somebody we can go ahead and even assign anything that pete specifically requests and then assign it directly to me as the individual technician in case they want to work with a technician on a consistent basis so a lot of different applications here not just based on business hours but really any other aspect of the ticket that you&#39;re able to automatically respond to automatically tag and then modify pretty much any aspect of the ticket so that you can route it to the appropriate people so if that&#39;s an example of a brand new ticket right there let&#39;s go ahead and talk about an older ticket or maybe more precisely kind of a stagnant ticket a ticket that is uh languishing it&#39;s not being uh dealt with uh as quickly as we&#39;d like to uh maybe the requester is not being responsive and so here we can kind of automate our changes in status of the ticket we have our new tickets open waiting tickets how do we move them along that path how do we move them along through time and what we can do here is take a ticket that&#39;s currently open and it&#39;s been more than 24 hours since a customer has responded uh and they are eligible to be responded to automatically using a system response eligible tag i can then go ahead and move this into a waiting response here now again this is a tag that i&#39;m using essentially as a safety or an on off switch i might not want everybody to have the ability to respond automatically or i don&#39;t want to respond automatically to every single person some people they you know i want to go ahead and say well you know we&#39;re waiting here but this there&#39;s other factors there&#39;s other things that we need to check in on the normal waiting time we don&#39;t want to go ahead and time this out so we&#39;ll go ahead and remove that system response eligible tag and leave that ticket open for a little bit longer now right there that was just tickets that are currently open uh and so what we&#39;ve done is create a second automation again with the system response eligible tag that says if it&#39;s been more than 24 hours since it&#39;s been in waiting and more than 24 hours since a customer last responded if all of these conditions are met then we&#39;re going to go ahead and gently remind them okay we&#39;re going to go ahead and say this is a friendly reminder that we&#39;re waiting on a response from you again note the use of all of our placeholders i&#39;ve got a reminder here at the very front of the subject line but then otherwise i&#39;m including the rest of my subject line referring to the requester by their first name here letting them know what the ticket id is again just providing some of that basic information as a reminder and then lastly you&#39;ll see here i&#39;m removing the system response eligible tag i don&#39;t want to continuously remind them over and over again i want to remind them every single hour that this is still in effect here i&#39;m removing that system response eligible tag so that way i don&#39;t continuously bug them saying hey it&#39;s been 26 hours 27 hours since you uh this is an awaiting state i don&#39;t want to bother them too much i just want to make sure that uh you know they they are aware that we still require information from them in order to successfully complete the ticket now if they&#39;re not responding at this point we can go into our are changing from waiting to resolved and this is after five days 120 hours if they are still in a waiting status and the ticket has not been modified in those preceding five days then i&#39;m going to go ahead i&#39;m going to automatically mark the ticket as resolved and i&#39;ve let them know hey we haven&#39;t heard from you we&#39;re going to go ahead and mark this ticket as resolved now within ninja ticketing you can configure how long it takes for a ticket that&#39;s been marked as resolved to officially close that gives you a grace period so that if we send them this message and all of a sudden they say oh well i actually my issue is not fixed i need to make sure that we address this when they respond back into a ticket as long as it hasn&#39;t officially been closed yet we&#39;ll go ahead and set the status back to open so it can continue to be dealt with so you know when somebody does respond that essentially will reset everything that we&#39;ve seen so far in terms of moving them from an open status into a waiting status and then finally into a resolved status hey jeff um we have a question that&#39;s um appropriate for for this period uh justin graves asks would a technician need to add the system response eligible tag manually here like how would you how would you use that process or would you automate it or what that&#39;s a really great great question and it would depend on your environment and how you want to route tickets but what i would do is i would have a ticket created automation that essentially pre-assigns all the tags that i want every single ticket to have and in my specific example here and in my experience the system response eligible tag would be automatically assigned and i would only remove that for specific people or i&#39;d only remove it for specific tickets uh so that i&#39;m not i&#39;m taking them out of the regular automation system and maybe putting them into a new one so that&#39;s kind of my philosophy on that it really depends on what you want your default to be do you want to respond by default with a lot of these system automations which i imagine most most people on this call probably do um and then if you don&#39;t then yeah you would go ahead and not make that something it&#39;s assigned by default you could have it be something that the technician manually assigns and we&#39;ll go over how you can have technicians easily assign tags in bulk using our one touch automations and honestly this next example uh so i i think that uh that covered him anything yeah i was just gonna say thank you that was a really good explanation uh so we&#39;ll go ahead and move on to our next example here and so far what we&#39;ve been dealing with in terms of our automations has been event and time-based automations you can see all these types right here it&#39;s all based on the time since something has occurred it&#39;s all based on a specific action occurring and now we&#39;re going to move into response templates which goes ahead and it takes it into the actual ticket itself response templates are essentially one touch actions you go ahead you have a response template i always say it&#39;s your frequently used answers in response to frequently asked questions you can go ahead and build all of those in as response templates and the response templates allow you to respond with pre-filled out text you can use those placeholders i mentioned earlier so that every uh uh you know we were pull different criteria from within the ticket automatically so it doesn&#39;t have to be manually typed out and we can also automatically assign tags so if i come in here i have a response template set up to escalate to tier two so now this is intended to be used by tier one technicians who said okay this is uh not a a ticket that i&#39;m able to help with i want to go ahead and escalate it so right from within the ticket with just the click of a button they can go ahead and choose to escalate to tier two that then removes the tier one tag so it will disappear from the tier one board it adds in the tier two tag and it also adds in the escalate pack now i&#39;ve added in the escalate tag as essentially another safety if you will maybe the escalate tag then puts it onto another board so that the team lead for tier one can review confirm that this is an action that you want to take this ticket does need to be escalated if it&#39;s not they can undo that escalation take it off the tier two board and put it back into tier one you can also build out automations here based around notifying the uh the end user or the requester here that their ticket is going to be escalated and finally we are adding in a comment here into the ticket as a private note you can do both public responses which are going to go to everybody uh who&#39;s the requester anybody who&#39;s copied on the ticket or a private note where you have to be a ninja technician and in this particular case i&#39;m putting a private note for auditing tracking purposes uh right here i can say the assignee the current assignee here went ahead and escalated this ticket to uh and the ticket id here to our tier two support so now i have that inside the ticket history in case i ever need to export that or just go back and see what was occurring so now if i go into a particular ticket here now we&#39;ll go ahead and say uh here&#39;s our requester here i&#39;ll go ahead and i&#39;ll assign this ticket to myself i will go ahead and save there and i&#39;m let&#39;s say i&#39;m having trouble with this one it&#39;s a backup issue i need to go ahead and escalate this to tier two right here i can go ahead and escalate to tier two right here you can see jeff hunter escalated this ticket 1012 to tier two support i&#39;ve added in my tags over here and so now all i really need to do is hit publish right there one click of a button i&#39;ve added in all these tags there&#39;s only a couple of tags but if you&#39;re using tags more extensively this is a great way to prevent people from having to come in here mess around with tags modify them remove them and kind of build everything for response templates which makes it easier for you to manage on a macro level because you&#39;re not having to worry about individual technicians you&#39;re taking some of the human error out of the equation here if i need to say de-escalate a ticket i can then go ahead de-escalate that remove the other tanks that i had present there so now this ticket has been de-escalated again that same one-touch ability moving your tickets up and down the chain essentially if you think of it as a ladder in terms of where you&#39;re routing your tickets the response templates tags boards these are all great ways to i&#39;ll say it again direct traffic and make sure your tickets are getting routed to the right place so that they can be dealt with in the most efficient way possible hey jeff um this may just be something that you set up in the um response template but michael asked why the t1 tag was not removed when you hit the escalate button uh that&#39;s a great question i would have to assume that was either a bug there or i did not do my automation correctly so i apologize for that uh and i also apologize uh there is somebody with a chainsaw right outside my office window so if that is coming across on zoom i sincerely apologize was not expecting this on on a wednesday today um but that is kind of our response templates and you can kind of see the ability to do automation here now in this case i&#39;m i&#39;m using fairly generic stuff that&#39;s all on the back end within the ticketing system but my other option would be to include filler text here you know backup restore i can go ahead and change this here uh add in filler text here that can go straight to my requester and this could include something like knowledge based articles if you have a knowledge-based system and you want to include those links or those cards inside here automatically it&#39;s great just to have one touch ability right here to input those into the ticket it could deal with closing a ticket if you have a ticket maybe an out-of-scope response that you want to allow your technicians to respond automatically with hey this is out of scope you need to go to x y and z if you want to deal with this issue you can build all that in as an automated response which is really going to streamline on you know your help desk workflow but it&#39;s also going to standardize your responses instead of everybody typing out something individually it allows you to make things much more standardized and really all of our automation applies to that you know trying to make things more standardized here and i think something that um is really good to think about with response templates is any any field any uh so public responses private responses any form fields all any tags all of those can be adjusted with a response template so you can get really robust and you can get really simple with response templates it&#39;s entirely up to you and we&#39;re really focusing on kind of how can you make a lot of the automations we&#39;re talking about how can you make things more efficient here in terms of response templates but it&#39;s also again a great way to to standardize your communication back and forth between your customers your clients and your help desk and i did see a question there about response response templates being searchable as you start to build out more response templates you can see here we do have a search bar here so you do have the ability to search for specific templates something again you should take into consideration here we spoke about structure uh which is how are you what&#39;s your naming convention uh what nomenclature are you using here to make sure that people are finding what they need in terms of the response templates but also any of the other automations that you create so now our last example here is we&#39;re going to be using custom fields and custom forms to provide more information a lot of the examples we&#39;ve been talking about so far have been pretty binary kind of zero or one yes or no is password present or is it not uh and now we&#39;re going to go ahead and expand this a little bit further be a little bit more advanced and how we can route tickets to multiple people so if i come into another ticket here i have a new employee being onboarded a lot of extensive custom fields here name title onboarding date but then also the department here so hardware required additional software now we&#39;re entering into where multiple pieces of information are being input so if i need to make sure that or i need to route the ticket differently based on the information that&#39;s entered into any of these custom fields and forms i can very easily do that you can build automation based off of any of the custom fields that we have here these are all accessible from our automation section so if i go back into my configuration here i go into integrations and then i go into my ticketing section here under my automation if i look at approval required here i can say if any of these pieces of software here zoom creative cloud jira if any of those are needed and the type is equal to a task i am then going to go ahead and email to a specific person in this case i&#39;m using me as an example because i didn&#39;t want to bother pete too much and in this case i am looking for approval required it needs administrator approval i have the ticket id right here ticket id has items that require my approval i&#39;m going to go ahead and log into my ticketing system and in this case i might have extremely limited access i might be using those advanced user permissions that we showed off earlier to restrict who has access to which boards so at that point as soon as that is checked that is then routed to me uh so that i can then approve it all i need to do is go in and then add in my approval into the ticket body and then the technician can go ahead and and i&#39;ll add another tag there and then the technician can then go ahead and continue with the enablement process and again you can use response templates for this as well if i just need to approve something i can go right into my ticket and hit my my quick approval there and then that&#39;ll be just a quick way for me to make sure that this has been approved the verbiage is staying consistent and i&#39;m able to uh to deal with all of my tasks and my tickets in the most efficient way possible now that in one particular that in that particular case this is going to just me now i can modify this and say all right well anything involving zoom or jira needs to go to me but then i&#39;ll create another automation that says anything that involves uh say creative cloud that needs to go to somebody else and so that&#39;s how we can have a multi-pronged approach here on approvals and who needs where a ticket needs to go in order to receive the proper approval so at this point we&#39;re starting to branch and fork off of uh what our our baseline would be which is just kind of a a to b to c at this point we have more options here so that you can if you have a more complex environment and everything isn&#39;t going to move along a strictly linear path you have the flexibility there to move things up the chain down the chain forward in time just in terms of the the workflow process you have a lot more flexibility with the custom fields to create more of that automation uh and and i think that&#39;s a great i&#39;ll just kind of end on the point that i think we&#39;ve talked about a lot here which is that this really is about structure we understand that everybody is going to be using their ticketing system differently uh you know there&#39;s obviously always going to be constants but there are going to be a lot of things that are going to differ from everybody&#39;s environment so it&#39;s important to sit down think about we&#39;ve talked about tags we&#39;ve talked about boards we&#39;ve talked about forms we&#39;ve talked about automations how do all three of our sorry all four of those aspects uh play into each other how do they all interact with each other that&#39;s a really important thing to think about when you&#39;re building all these automations is hey what do you want to have happen but then b how are these four different mechanisms that we&#39;ve talked about today how are they all going to interface with each other how are they all going to interact with each other taking a little bit of time here to kind of think about about that structure i think really is going to go a long long way towards setting your ticketing system up for success uh through ninja fantastic job jeff thank you so much uh before we get to q a and i do see we have a ton of questions um i want to bring christine nelson on she&#39;s our uh marketing court uh marketing coordinator to give out our uh 100 gift card i think i got your title on christine same thing um hey everyone i&#39;m christine marketing campaign coordinator here at ninja one and i&#39;m here to announce the 100 amazon gift card winner so if we can all pop in the chat and say a huge congratulations to david cherry congratulations david be on the lookout for an email from me and i&#39;ll get that out to you that&#39;s it for me congrats all right um let&#39;s jump into q a um there were a ton i want to address some quick just from a road map perspective really quick um there are a bunch of questions about roadmap major features are on the ninja1.com roadmap site there&#39;s a lot of um we are constantly releasing updates on ticketing it&#39;s as many of you know it&#39;s a relatively new product for us um if you don&#39;t see something there it doesn&#39;t mean it&#39;s not in development or in the roadmap i just kind of tried to minimize it to the the major feature sets when we built built out the public roadmap um so you can always reach out to your account manager to see if something is on the roadmap one that actually just came up was the most recent one i saw was adding custom fields to um the ticketing board view uh jeff do you do you know if that&#39;s available i know it&#39;s planned i would expect to see it probably sometime this summer if not our next release awesome thank you so much um i think we can jump into all the other questions we have here and so we&#39;ll just walk down the list so it might take a second to find some some good ones um ah so uh domain management so um we have an issue where emails that are forwarded from our in-house i.t support address into our ninja support email address those uh for some reason those males don&#39;t raise tickets any suggestions for this i think you have an answer for that jeff yeah i i one thing i would just recommend double checking here is whenever you create your email inboxes here you have to have at least one and so if you are forwarding in i would recommend having your email uh actually it&#39;s required having the originating email uh whitelisted here is the forwarding address so if everybody is submitting tickets to support ninja rmm.com i would want to make sure and then that email address is then forwarding into my ninja ticketing address of support rmmservice.com i need to whitelist that so that it successfully gets converted from an afforded email which we would otherwise ignore into an actual ticket and that also helps with making sure that we represent the originator of the email um not you know every ticket is just associated with your support email address you want to have it use the the actual uh originator email address that you&#39;re affording in uh so this is what i would recommend uh checking here but if you do have this in place and you&#39;re still experiencing issues like that absolutely please contact our support team so we can get that addressed it we absolutely do support boarding tickets in just have to make sure we take this additional step here of whitelisting the forwarding address yeah and justin gave us a quick pro tip here is that you have to hit tab on that uh support ninja rmm.com before you hit save or we just ignore it for whatever reason so you got to make sure it turns into that gray box before uh before you hit save right if i just hit save here it&#39;s not going to do anything awesome all right so let&#39;s go on to the next one here um reports um joe asked us about reports to highlight trouble tickets um for for their clients their their tickets want to know what the big trouble tickets are um i think i can answer this one um we are in the middle of a um fairly significant change to our reporting i mean as any of our partners will know our reporting is um not not best in class it&#39;s one of the things that we think is a weakness in ninja and we&#39;re working very heavily on it in our last release you saw a visual update to reports but the engine underlying reports is undergoing pretty significant changes as well joe i would expect not until that project is kind of completed would we see a significant number of new ninja ticketing reports but we do know that um we need to build out new ninja ticketing reports and make those available to you so i don&#39;t have a timeline for the specific apps that you have but know that we are making major changes to our reporting okay um valentino wants to know what to do when an automation fails any ideas there jeff um i mean i would always say we&#39;d want to look into why that failed so i&#39;d always encourage you to open up a support ticket but it&#39;s a good thing to look at tags here and basically look at all of your conditions and just make sure that the all the conditions are being met and being assigned appropriately the biggest issue i think you&#39;ll run into with any automation system not just ninja ticketing but anything where you&#39;re doing automation is conflicts where are you taking one automation that you think is doing something but it&#39;s being interfered with by a different automation for example you know if we have something in place that automatically scans the subject line uh or scans the severity and priority and automatically assigns a tier one tag right here my action to go ahead and de-escalate uh this ticket by removing that tier one tag wouldn&#39;t work because as soon as i remove the tier 1 tag it would then get reassigned by conflicting automation so that would be the very first thing i would i would check is just look for any situation where there could be a potential breakdown or where one automation flow is potentially affecting another automation workflow but other than that if you do experience any issues with with automation failing um i&#39;ll be up we want to hear from you uh please please uh contact us and we&#39;re we&#39;re happy uh to take as long a look at that as as you&#39;d like us to awesome uh the next question i think i can answer is from faisal uh how do you delete a tag that was created by mistake um you can&#39;t today um but in 532 uh again if you check out our roadmap a tag management is a feature that is coming out in five through two that will make deleting tags uh or creating tags um you know centrally managing tags easier um so you&#39;re gonna have to wait till then to delete uh unnecessary tags uh a set a follow-up question that is how to reassign tickets associated with a tag before or after deleting that tag um i don&#39;t know if i understand that could you could you just read that to me again yeah how to reassign tickets associated with the tag before or after deleting that tag uh yeah so if we come in here uh we&#39;ll go ahead and see all right if a particular tag is present we&#39;ll go ahead and just say it is the system after hours tag here i&#39;ll go ahead and then automatically assign that to myself here so i can auto assign a ticket or change whoever the ticket is presently assigned to here and then i would just need to go ahead and remove that tag so i can go ahead and remove my after hours tag if it&#39;s being dealt with it&#39;s not a great example i apologize for doing this on the fly but that&#39;s an example of how you can take a tag conditionally update who is assigned to that ticket and then remove that tag so it&#39;s no longer present and that&#39;s a great way sort of adding and removing tags that is a great way to take certain actions only once obviously if you have a situation where a tag is present if you&#39;re using that as a condition or really any of your other conditions like let&#39;s say a time-based automation to remind the customer after 24 hours again you don&#39;t want to consistently remind them every hour on the hour that their ticket hasn&#39;t been dealt with in at least 24 hours you can go ahead and add a tag as a condition to that and then remove it after their first response so that way you send it to them once and you&#39;re not sending it to them on a recurring basis over and over again awesome um i am going to pres scott has a question coming up about um end users i&#39;m going to prep for that if you can take a look at another question jeff yeah sure oh i already answered that one i did see a question here from david uh does ninja ticketing have anything like a customer survey we don&#39;t currently have anything along those lines but again i would say that if you are using a third party service that does allow you to do something like that you can build those links into our automation here so that as a ticket is marked as resolved or closed we can then go ahead and send them that survey link and you could also incorporate that into a response template so that if you do need to send a survey as a part of an existing ticket before it officially closes we could do it that way we don&#39;t have anything built in peak maybe speak to future plans on that i&#39;m not aware of anything particularly imminent so i&#39;d probably have to recommend a third party solution at this time yeah um i i honestly don&#39;t have anything to add to that um so uh scott radley asked can you use these forms to have hr help with some of the new hire request types that come into it if you don&#39;t mind i&#39;m going to steal the screen away from you just for a second here absolutely and uh share with you this is our end user portal um you know we originally built it for end user access to remote devices so you can see here i can you know remote into a device restore files etc but we also have our ticketing portal in here what you can do if you want hr to be using uh forms to submit tickets that provide particular information you can give them access to the end user portal and they can go in here and create a ticket what i can actually do is um assign them forms like new employee onboarding and that&#39;s going to require them to give me particular information right so we&#39;re just hiring jeff he&#39;s really great so we&#39;re going to make him a leader of everything and we&#39;re going to assign him all the different things right so when he&#39;s hot when it&#39;s happening the hardware required and you know whatever applications i might want so he also needs a laptop laptop etc so um jeff whatever it may be oops so i&#39;m gonna go ahead and submit that and i now should have see um that ticket it may take a second to jump in but yeah here we go hiring jeff you can see this form is assigned so i have all this information in here um it&#39;s assigned to the the hr person called steven end user in this case um and i can go ahead and get started and a couple different ways to submit tickets within ninja ticketing we just showed you one there which is the web-based portal uh we already spoke earlier about the ability to submit tickets via email but we do have the systray icon as well which is brandable you can customize that with a variety of different menu options one of which is the help request form because that pops up with it&#39;s a pop-up box essentially that&#39;ll appear on the desktop of a user could be windows mac or linux devices we support for all of them and i really am a big fan of that because it incorporates a lot of information that we pull automatically from the device and adds that into the ticket so normally if you somebody submits a ticket to the end user portal like pete just showed there wasn&#39;t a device associated with that ticket uh now if you submit a ticket from the sistray icon there is a device associated with that ticket along with the organization the location as well as the user themselves we can even automatically grab their contact information so that is a great way to easily streamline opening tickets in addition to obviously manually opening a ticket using the web portal or having tickets that are emailed in converting those emails into tickets and i can actually um i actually just deployed that in this environment so i can i think i&#39;m showing the right screen um all right this is my ninja one um so i can actually go right here and hit request help uh this is what that looks like so you know help me whatever help take my screenshot whatever it may be i don&#39;t think i have this user in there but ninja calm and i&#39;m not entering my phone number because you guys like my don&#39;t call me here we go and uh again if i hop back into all tickets you can see right here it&#39;s going to show a lot more information right it&#39;s going to say who it is it&#39;s going to give me information about the device i can actually get to that device right from here i get my ip you can see you know what os i&#39;m using etc and you can even see that that screenshot as well right from here so yeah there you go all right um we&#39;ve got a couple more questions here so let&#39;s go ahead and dive in um uh how do you create a tag um do you want to quickly show that jeff yeah absolutely let me go ahead and share my screen here and you can do it from a couple different sections i&#39;m going to say the most common one is going to be from within the ticket editor itself so i can come in here type in whatever i want and then hit enter and that will add the tag into the system obviously better management of tags overall planned for later this year in a future release you can create the tags here you can also create tags by going into integrations ticketing and then if you&#39;re creating an automation you can create it in this section here under actions so if i wanted to add in a tag i believe you can do this here we&#39;ll do which one that i can actually use here we&#39;ll do system response ineligible to try and be a little consistent a little too long there we&#39;ll go ahead and add that in there however you cannot add tags if you&#39;re adding them as a condition to monitor so you can add them as an action here so if you ever get here and you&#39;re building on a really complex automation then you go i forgot to create the tag to switch over to actions here create it there and then you&#39;ll be able to use that as a condition so another pro tip there in case you uh uh get very deep in the weeds here and then can&#39;t save your automation because it doesn&#39;t have the right tag that one is a real pro tip um all right is there a way to see the machine name in the boards view if it is assigned feels like we should be able to do that yeah check here yes we have the individual device here available as a column so you can customize these board views uh so that what columns are visible is determined whenever you create the board it can also be modified after the fact assuming you have the right permissions so you can include the device here so now uh if i go ahead and add that in i should see that did i do this right yes yeah i&#39;ll have to refresh i thought there we go and now i can see the device over on the right hand side this does also come into play with your csv export so in the top right of any board view you&#39;ll see the export option you are able to export just the ticket the tickets with comments or public comments versus all comments that will include whatever columns you see here and it should also respect any of the search filters that you have up here at the top so if i wanted to see just tickets for a certain let&#39;s say the month of march which unfortunately we don&#39;t have any here but then i can then go ahead and export those out including whatever information is visible via the columns that i&#39;ve selected for this board [Music] um can an automation workflow be added to automatically assign location based on users good question uh no it cannot organization and location are really two aspects of the ticket that really can&#39;t be impacted by automation today uh so there&#39;s no way to do that my work around is is using uh location-based tags uh if for different physical locations my my background prior to ninja was uh i was director of technical services for a movie theater chain and so each individual theater essentially i tracked by a tag uh and so that was kind of my method for for for that particular workflow this obviously predates ninja ticketing but that was kind of my my work around for for a similar situation there awesome i think we have time for um just one more question i realize that there are a lot of questions here that we may not have gotten to we will share those with your account manager and you can always reach out and ask your account manager as well um i think the last question i have here is um well i actually see a good one here from frank who asks if we want a time-based automation to run only during business hours with the only way to do that be to add a tag and then set up another automation to look for that tag no i think you can actually do that based on whether you&#39;re inside or outside of business hours you would just add that as a condition so whatever your normal conditions would be for that automation plus if it&#39;s within business hours you could then dictate if it runs or not uh now if it&#39;s a time-based one that&#39;s going to be you know if you exceed 24 hours you would still want to take the step that we spoke about earlier which is adding a tag so that it only triggers once but you could still use the business hours to make sure that it&#39;s running at the appropriate time and not at say you know 11 pm at night versus uh you know at 9 30 in the morning yeah it does look like event based are the only ones that have business hours assigned so time based ones don&#39;t have business hours as an option we should check on that yeah that might just be an oversight on our side um that might just be something we need to add into time-based ones uh then in that case frank for now you are correct you would have to do the tag another automation but good call out and we will let the product manager know about that um i think we are at time um so uh thanks everyone for joining us uh there again a lot of questions feel free to reach out to us or your account manager um this recording will be sent out after the fact so you will have it available to you if you want to follow along and replicate anything um and we did just release a blog post that goes through some of these automations kind of step by step with screenshots you can check our blog for those so uh for the time being thanks so much for joining us and we hope this was valuable for you all thanks everybody take care

Transcript for:Ninja Ticketing Best Practices and Automations Webinar Notes

Transcript for:
Ninja Ticketing Best Practices and Automations Webinar Notes