NinjaOne vs. osTicket

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
NinjaOne
Score 9.2 out of 10
N/A
NinjaOne automates the hardest parts of IT, delivering visibility, security, and control over endpoints. The NinjaOne endpoint management platform increases productivity for IT teams and managed service providers, and comes with unlimited onboarding, training, and support.N/A
osTicket
Score 8.0 out of 10
N/A
osTicket is an open-source help desk / ticketing platform that can create inquiries online, through email, and through phone calls.
$9
per month
Pricing
NinjaOneosTicket
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
NinjaOneosTicket
Free Trial
YesNo
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsNinjaOne is a subscription service with a charge rate per month. For more detailed pricing information, contact NinjaOne directly to request a demo or to start 14-days free trial.
More Pricing Information
Features
NinjaOneosTicket
Monitoring Tasks
Comparison of Monitoring Tasks features of Product A and Product B
NinjaOne
9.1
41 Ratings
20% above category average
osTicket
-
Ratings
Remote monitoring9.138 Ratings00 Ratings
Network device monitoring7.736 Ratings00 Ratings
Activity Monitoring8.724 Ratings00 Ratings
Management Tasks
Comparison of Management Tasks features of Product A and Product B
NinjaOne
8.7
40 Ratings
15% above category average
osTicket
-
Ratings
Patch Management9.139 Ratings00 Ratings
Policy-based automation9.040 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
NinjaOne
-
Ratings
osTicket
7.6
9 Ratings
6% below category average
Organize and prioritize service tickets00 Ratings7.99 Ratings
Expert directory00 Ratings9.04 Ratings
Subscription-based notifications00 Ratings8.47 Ratings
ITSM collaboration and documentation00 Ratings7.27 Ratings
Ticket creation and submission00 Ratings6.89 Ratings
Ticket response00 Ratings6.29 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
NinjaOne
-
Ratings
osTicket
8.3
7 Ratings
6% above category average
External knowledge base00 Ratings9.05 Ratings
Internal knowledge base00 Ratings7.57 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
NinjaOne
-
Ratings
osTicket
6.9
8 Ratings
11% below category average
Customer portal00 Ratings9.07 Ratings
IVR00 Ratings7.01 Ratings
Social integration00 Ratings4.01 Ratings
Email support00 Ratings9.57 Ratings
Help Desk CRM integration00 Ratings5.03 Ratings
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User Ratings
NinjaOneosTicket
Likelihood to Recommend
9.4
(47 ratings)
9.1
(9 ratings)
Likelihood to Renew
9.5
(2 ratings)
10.0
(1 ratings)
Usability
8.0
(2 ratings)
8.0
(1 ratings)
Support Rating
9.1
(5 ratings)
1.0
(2 ratings)
Implementation Rating
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
NinjaOneosTicket
Likelihood to Recommend
NinjaOne
I like the constant development most. We now have MDM for all of the tablets and phones, which is great for a lot of the point of sale devices where they aren't necessarily logged into the device with a M365 account for Intune management. We like the NinjaOne remote tool over Splashtop or other remote software we've seen. It just works and has nice integration for printing, and file access without remoting onto the PC. The same goes for being able to run command line or PowerShell without removing the user from his or her session. It is unobtrusive to the end users.
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Enhancesoft LLC
For beginning smaller companies that are in need of partially automating their incoming requests this product is easy to set up and will assist in structuring these request[s]. These requests can come in via email/phone or web portal. For companies that are beginning to streamline their support procedures, this tool can be a first step into automating part of these processes. This is also how user[s] should see it. It is merely a tool that can assist in structuring the incoming request flow the rest still has to be fit into business processes.
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Pros
NinjaOne
  • 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.
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Enhancesoft LLC
  • osTicket is extremely user friendly for end users and support agents. It's very easy for new end users to put in a service request. This aspect of simplicity is important because we don't have to train new users on how to put in service requests.
  • Feature wise osTicket has everything you need without being overly complicated or cluttered. This is important for us because it allows for faster support times and happier end users.
  • Lightweight and very reliable, osTicket uses PHP and MySQL. Setup is easy and it can be hosted internally or externally web hosed. Also, since it relies on PHP it gives you flexibility to use Apache, Nginx , Lighttpd , IIS, etc.
  • Thriving community: the community behind osTicket is feature-wise. Which is very helpful if you have any questions.
  • Best of all, osTicket is completely free and open source. While they do offer pair tier cloud-hosting and enterprise support. The free version offers all the features of the paid tiers (minus hosing and support).
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Cons
NinjaOne
  • 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.
Read full review
Enhancesoft LLC
  • Language package should permit also the translation of the templates
  • It should not require the user to enter his details when creating a new ticket. This should be filled automatically
  • Improve the layout of the ticket messages to facilitate reading and interpretation.
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Likelihood to Renew
NinjaOne
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.
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Enhancesoft LLC
It does well what I was looking for on a ticketing tool
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Usability
NinjaOne
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.
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Enhancesoft LLC
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.
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Support Rating
NinjaOne
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.
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Enhancesoft LLC
Being open-source it is community supported. There is a hosted version that provides better support. Honestly, I have not really needed support
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Implementation Rating
NinjaOne
No answers on this topic
Enhancesoft LLC
Grant all prerequisites are met, before installing to avoid any issue during the installation
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Alternatives Considered
NinjaOne
For ease of use NinjaOne seems to be easiest to get up and running and just how they present everything seems easier than the other solutions we looked at and then bottom line was it had the features we wanted and the price was very reasonable compared to the other vendors.
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Enhancesoft LLC
osTicket has proven to be a very useful tool for the team to help support the business. Open-source was the right price point and self-hosting as mentioned was quite important (however I believe that osTicket does have a hosting solution available if needed). Jitbit was a close contender but didn't like how it doesn't separate people submitting tickets from users acting as agents. So all in quite happy with the choice.
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Return on Investment
NinjaOne
  • Seeing as how we are a remote/hybrid workforce, using NinjaOne has saved us hundreds of hours in remote management.
  • If we did not use Ninja and then migrated to using Ninja, it would pay for itself in one or two months for a whole years worth of costs!
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Enhancesoft LLC
  • When we had a hosted version of osTicket, we were saving some time by having them work on our setup, but we were spending a lot. Switching to our own osTicket build from their open sourcing not only saved us money upfront but we actually spent LESS time developing because we knew our ideas and didn't have to explain them to another (unrelated) party.
  • Creating our own ticketing infrastructure for institutional data requests has been a game changer for us. We have been able to interface with our enterprise email client and create a level of customization that meets our existing informational technology culture.
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ScreenShots

NinjaOne Screenshots

Screenshot of NinjaRMM DashboardScreenshot of NinjaRMM Mobile AppScreenshot of NinjaRMM AutomationScreenshot of NinjaRMM Device DetailsScreenshot of NinjaRMM Network Monitoring - NetFlowScreenshot of NinjaRMM Virtual Machine Monitoring