Midmarket, IT management, MSP

Ninja Ticketing for MSPs Supports Co-Managed Services

NinjaRMM's new ticketing software allows MSPs to extend co-managed services into end-customer settings, CEO Sal Sferlazza has confirmed to ChannelE2E. The result: MSPs can work (virtually) alongside end-customer IT departments and their employees, without forcing customers to completely outsource various IT functions.

The new software, aptly called Ninja Ticketing, is entering an open beta testing stage now. According to Sferlazza:

"Ninja Ticketing was built from the ground up to be an effective co-managed IT solution. We have the ability for MSP’s to work hand and hand with internal IT departments as well as end-users through a single pane. One way we make this easy is through a self-service IT support portal where end-users can log in to check the status of their open tickets, provide additionally details, or even resolve their own tickets."

Pricing for the new ticketing software is yet to be determined.

Co-Managed Services Extend From MSPs to VARs

Sal Sferlazza, CEO, NinjaOne
Sal Sferlazza, CEO, NinjaRMM

During the early days of the COVID-19 pandemic, Sferlazza predicted that more and more mid-market and enterprise customers would outsource various functions to MSPs. He also emphasized Ninja RMM's day-one focus on co-managed services. Fast forward to present day, and Sferlazza shares a few updates on those perspectives:

"We have always had co-managed MSP’s who were supporting or augmenting internal IT departments. Most typically we see these in healthcare, energy, finance and commercial real estate. Generally we are seeing this trend increase in hybrid- and remote-work environments with internal teams stretched. We are also seeing this from VAR/resellers that are becoming MSP’s to manage the larger companies they resell to."

Admittedly, NinjaRMM isn't alone in the co-managed services software market. Datto recently upgraded Autotask -- a professional services automation platform -- with more co-managed capabilities for MSPs. And ServiceNow has been gaining popularity as a co-managed bridge between MSPs and mid-market IT departments. Moreover, ConnectWise has been in the market with various co-managed capabilities for numerous years.

NinjaRMM's Software Platform Expansion, Evolution

Ninja Ticketing is one piece of a larger NinjaRMM business strategy. Initially a provider of RMM (remote monitoring and management) software for MSPs, NinjaRMM expanded into cloud-based backup and disaster recovery software in 2020, and is now testing Ninja Ticketing for MSPs and IT support help desks.

Rather than acquire each product, NinjaRMM developed each software component in-house. Amid the growing platform and a growing sales organization, NinjaRMM now supports 6,000 customers globally, and revenue has grown 75 percent year-over-year, NinjaRMM says. (Actual revenue dollar figures were not disclosed.)

Joe Panettieri

Joe Panettieri is co-founder & editorial director of MSSP Alert and ChannelE2E, the two leading news & analysis sites for managed service providers in the cybersecurity market.