NinjaOne vs. osTicket

NinjaOne is great for a comprehensive inventory management as well as a supurb RMM; it's far and away a much greater platform than ones that I"ve used in the past (I've been working for years in MSP organizations). Patch management is the second of the "one, two punch" that NinjaOne provides for our organization. It is outstanding at tracking and enforcing patch mangement, which is great for our security footprint as well as for our compliance goals.

Incentivized

osTicket is very well suited for small to medium environments where the budget might be tight or a complex system isn't desired. The basic pillars of osTicket being that it is simple, lightweight, reliable, open source, and best of all free really make osTicket a great alternative to higher-cost customer support systems. While osTicket does have shortfalls which would be bad for some environments—like not offering social media integration, lacking a flashy user interface, no detailed analytics (satisfaction, performance, etc.), no live chat/messaging, and any detailed customization requires PHP knowledge—osTicket is a great free and simple support system without the extra features and costs the alternatives offer.

Incentivized

• Remote connections: the NinjaRemote client is spectacular and very easy to use and navigate. It quickly connects to customer systems so my engineers are able to work. As a bonus, they also offer a really good mobile app to connect to client systems.
• Antivirus: Bitdefender Endpoint Protection is built directly into the NinjaOne portal. This makes deploying and maintaining AV very easy.
• OS Patching: NinjaOne makes it very easy to handle patching across multiple clients and locations. It is very easy to use and doesn't take long to set up.
• Support: NinjaOne support is always very prompt and helpful.
• Documentation: the NinjaOne Dojo is a one-stop shop for all of your FAQs, guides, and forum needs. You can find almost anything here to help you deploy and maintain NinjaOne.
• Automation Library: NinjaOne comes preloaded with a large number of ready-to-go automations. They also provide you with a scripting module to create your own.

Incentivized

• Web based, so available from any web browser
• Free - no cost to the organization to buy
• Runs on linux - solid, secure, free

Incentivized

• NinjaOne does support Mac, however I would like to have more options for automation and scheduled task on Mac devices.
• I would like it if NinjaOne also provided an MDM solution.
• It would be nice is NinjaOne could integrate a PAM solution as well.

Incentivized

• osTicket's hosted version is expensive and customization is kind of hard to come by. So, unless you have programming-proficient developers on hand (we do!) you will need to accept the options that you are paying for.
• osTicket's community forum has had some bugs recently as they have rolled out a new platform for it. For people who rely on the community forum extensively, this is a set back. Again, this is more of an issue for those using open source and not the SaaS version.

Incentivized

I have not had any real issues with NinjaOne and as long as it keeps doing what it is meant to do, I do not plan on looking elsewhere. I need software to be stable and NinjaOne is stable.

Incentivized

It does well what I was looking for on a ticketing tool

Ninja's interface is clean and simple. Overall usability from an interface perspective is good. Some items, policies and scripting for instance, are a bit cumbersome and it's really not clear how to implement with a best practice mind-site. Ninja RMM got the job done for us but as we pushed our needs more into automation and efficiency we felt it wasn't keeping up with our speed of growth. There is definitely usability in the product, and it will get the job done, but there are other RMM's out there that fit better in our business.

Incentivized

I am familiar with osTicket and this allow me to teach all the staff and support them whenever they have any concern regarding the usability and following processes.

Availability is very good

Incentivized

The software loads quickly for the most part

Incentivized

Support has been very responsive and my account rep Brian K. has communicated with me continuously making sure we had everything we need. Not like other MDMs where they sign you up and that's the last you hear from them. NinjaOne makes sure you use the product to its best application and you are successful and continue as the product features grow.

Incentivized

Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support

Incentivized

Easy to learn and all of the functions and features were easy to learn. Once I started learning all of the features and functions, it made my everyday tasks much easier and more productive. The user interface is very easy to use. If I did have any questions, the Ninja Dojo was a big help.

Incentivized

It was nice and self paced learning. The sections were easy to understand and the functionality was very worthwhile. The online training was very easy to learn and intuitive. I did not feel the need to ask for any clarification or assistance with any of the sections. I am still learning a lot of the functions but fined it very easy to use.

Incentivized

Use of Organizations and locations

Incentivized

Grant all prerequisites are met, before installing to avoid any issue during the installation

We found NinjaOne far more user friendly and less resource heavy than VSA. Our overall experience was greatly improved from VSA as we experienced many recurring issues with the agents. Additionally, NinjaOne was far more cost effective per endpoint and provided similar, or greater features than VSA. Atera was briefly considered, but it seemed to be more of a 'jack of all trades' app that didn't suit our specific use cases.

Incentivized

This company wanted to first explore how a ticketing/support system could benefit their organization before investing [in] a solution. Firstly osTicket is open source and doesn't have a license fee and secondly, because of [its] simplicity, it is quick to implement in the organization. These were the key 2 drivers to choose osTicket. Of course, there are trial versions of the other products available but the implementation time needed is longer since their functionality suite is larger than what osTicket offers. Those extra features aren't needed (yet) so that is the third and final reason why osTicket was chosen and probably will stay until the need for more functionality arises.

Incentivized

Overall the software is very reliable

Incentivized

• Allowed us to use our full IT staff in remote offices to troubleshoot
• The quick site response times helps reduce the time spent trying to find, connect, and fix systems
• The ease of use creates confidence from our users that we can quickly fix their problems from anywhere in the world.

Incentivized

• Works well as a centralized support system for the businesses IT.
• The support team can evaluate all tickets that come in and easily evaluate priority, details, etc.
• If the escalated development team can be limited to their assignments only allowing them to retain focus.

Incentivized