With NinjaOne and Simplesat, you can survey customers when their ticket is resolved and see each rating on the ticket itself.

The survey reaches your customer as a link in an email from a NinjaOne Ticketing automation. That link works without connecting NinjaOne. Connect NinjaOne too, and you can activate the integrations on Simplesat's NinjaOne page. They put the feedback on the ticket and bring the ticket's details into Simplesat.

What the NinjaOne integrations do

The NinjaOne page lists its integrations under Ticket integrations. You switch each one on separately with Activate integration.

Integration	What it does	Where it shows
Add feedback to ticket as a private comment	Adds the response to the ticket as a private comment	The ticket, for technicians only
Display rating and sentiment in a ticket's tags	Tags the ticket with the rating and the sentiment	The ticket's tags
Pull ticket details	Saves the ticket's subject, priority, type, severity and source on the response	The response, in Simplesat

Each integration runs on every response from a survey connected to NinjaOne, positive, neutral or negative, as long as the response came in with a NinjaOne ticket ID. A survey is connected when its delivery method is External email embed with the NinjaOne option. Event-based and Web-embed surveys count too, once their Connected service is set to NinjaOne.

Before you start

You'll need:

The Manage integrations permission in Simplesat, to connect NinjaOne and switch integrations on. Owner and Admin have it by default.
NinjaOne Ticketing. The survey emails and the integrations work with its tickets.
Someone who can open Administration → Apps → API in NinjaOne, to create a client app for Simplesat.
A NinjaOne user to sign in and click Authorize. The integrations read tickets, add private comments and save tags with that user's access. A System Administrator has Ticketing access by default, so sign in as one if you can.

If another technician signs in instead, they need Ticketing access (Permissions → Ticketing → Enable access) and access to the organizations whose tickets you survey. NinjaOne doesn't say whether that's enough to add comments and tags.

Integration security, permissions and data flow covers what a connected tool can read and write.

Connect NinjaOne

You create a client app in NinjaOne, then use its client ID and client secret to authenticate in Simplesat.

Create a client app in NinjaOne

In NinjaOne, go to Administration → Apps → API → Client App IDs, and click Add.
Fill in the client app:

Field	Value
Application platform	API services (machine-to-machine)
Name	Simplesat
Redirect URIs	`https://integration.simplesat.io/connector/callback`
Scopes	Monitoring, Management and Control
Allowed grant types	Authorization code, Client credentials and Refresh token

Click Save and copy the client secret right away. NinjaOne shows it only this once.
Close the window and copy the client ID.

Tip: If you lose the client secret, delete the client app and create a new one.

Authenticate in Simplesat

On the Integrations page, open NinjaOne.
Click Authenticate.
Fill in the fields:

Field	What to enter	Example
Subdomain	The part of your NinjaOne address before `.ninjarmm.com`	`eu` for `eu.ninjarmm.com`
Client ID	The client ID of the client app
Client secret	The client secret you copied

Click Authenticate.
Sign in to NinjaOne, and click Authorize.
When the NinjaOne page shows Authenticated with NinjaOne, click Activate integration on each integration you want.

The subdomain is your NinjaOne region: app (US), us2 (US2), eu (Europe), ca (Canada) or oc (Oceania). If your NinjaOne address uses a custom hostname instead of ninjarmm.com, enter your region's subdomain from that list. If you're not sure which region you're on, ask your NinjaOne administrator.

Before you rely on an integration, test it with a real ticket, as described in Testing an integration end to end.

Send surveys from NinjaOne

You copy the survey link from Simplesat and paste it into the email of a NinjaOne Ticketing automation. NinjaOne sends it from there. Connecting NinjaOne doesn't send surveys by itself.

Choosing a survey delivery method compares this with the other ways Simplesat can send a survey.

Copy the survey link

Create or open the survey and choose External email embed.
Under Choose where to add your survey, choose NinjaOne.
On Publish, click Generate embed code.
Choose Link and click Copy survey.

Note: NinjaOne's emails don't show the survey's rating icons, so the Visual and HTML outputs arrive as a plain link or as HTML text.

The link carries NinjaOne placeholders. NinjaOne fills them in as it sends the email, so each response arrives tied to its ticket and to the people on it:

What the link carries	NinjaOne placeholder
Ticket ID	`${ticket.id}`
Ticket subject	`${ticket.subject}`
Customer email	`${ticket.requester.email}`
Customer first name	`${ticket.requester.firstName}`
Customer last name	`${ticket.requester.lastName}`
Company, from the requester's organization	`${ticket.requester.organization.name}`
Team member email, from the assigned technician	`${ticket.assignee.email}`
Team member first name	`${ticket.assignee.firstName}`
Team member last name	`${ticket.assignee.lastName}`
Severity, priority, type and the ticket's link, saved as ticket fields on the response	`${ticket.severity}`, `${ticket.priority}`, `${ticket.type}`, `${ticket.url}`

If a field is empty in NinjaOne, the link carries no value for it.

Placeholders and merge fields explains how placeholders work in every tool.

Send the link from a NinjaOne automation

The rule emails the survey when a ticket is resolved. Then it moves the ticket to a custom status, Awaiting feedback, which changes to Closed after the wait you set. Because the ticket is no longer Resolved, NinjaOne doesn't send the survey again.

In NinjaOne, go to Administration → Apps → Installed → NinjaOne Ticketing.
On the Custom Status tab, hover over Resolved and click Create. Name the status Awaiting feedback, set it to change to Closed automatically, and set how long to wait before it closes.
On the Triggers tab, open Event Based and click Add.
Name the rule, for example Send Simplesat survey, and add the condition Status equals Resolved.
Add an Email (Manual) action to the Requester. Write the message and paste the survey link into it.
Add an Update Ticket action that sets the status to Awaiting feedback.
Save the rule.

To survey only some tickets, add more conditions to the rule.

Tip: To test the rule, create a ticket with yourself as the requester, resolve it, and click a rating in the email. The response shows up in Simplesat.

Feedback in NinjaOne

Both integrations here find the ticket by the ticket ID that came in with the response. Simplesat writes to NinjaOne at least five minutes after a response arrives. It writes again whenever the response changes, for example when the customer answers another question later. The timing is covered in Writing feedback back, and mapping the fields.

Note: When NinjaOne refuses an update, Simplesat shows no error. If feedback is missing from a ticket, send us the response's link and we'll check the integration's log.

Add feedback to ticket as a private comment

Your technicians read the feedback right on the ticket, in a private comment. NinjaOne shows private comments to technicians only.

The comment holds every question and answer, along with the customer, the sentiment and the survey, each linking back to Simplesat. If the response changes later, a second comment is added.

Display rating and sentiment in a ticket's tags

The ticket gets a tag for the rating and a tag for the sentiment, such as ss_NPS_9 and ss_sentiment_positive. These are all the tags a ticket can get:

NPS: ss_NPS_0 to ss_NPS_10
CSAT: ss_CSAT_1 to ss_CSAT_5
CES: ss_CES_1 to ss_CES_7
5-Star: ss_5-STAR_1 to ss_5-STAR_5
Sentiment: ss_sentiment_positive, ss_sentiment_neutral and ss_sentiment_negative

When the rating changes, the new Simplesat tags replace the old ones. The ticket's other tags stay.

Ticket, customer and technician details in Simplesat

A response's details first come from the placeholders NinjaOne fills into the survey link, shown in the table in Copy the survey link. If Pull ticket details is on, it then replaces the ticket's subject and fields with what's on the ticket. The customer, their company and the team member keep the values from the link.

Attribution: linking feedback to tickets, customers and agents walks through how that linking works.

Pull ticket details

Your responses show the ticket's subject, priority, type, severity and source as NinjaOne has them, read as soon as each response arrives. The pulled fields replace the ticket fields from the survey link, so the url field from the link is removed. Requester and technician details come from the survey link either way.

Change the NinjaOne connection

To use a new client app or client secret, sign in as a different NinjaOne user, or connect another NinjaOne instance:

Note which integrations are on.
Click Revoke access.
Click Authenticate and enter the new details.
Click Activate integration on each integration you noted.

Heads up: Revoke access stops every NinjaOne integration at once. Their settings are kept, but responses that arrive while an integration is off aren't written to NinjaOne.

The survey link in your NinjaOne automation keeps working.

If the client app is deleted in NinjaOne, or the NinjaOne user who authorized loses access, the integrations stop even though the page still shows Authenticated with NinjaOne. Reconnect the same way.

The integrations find tickets only in the NinjaOne instance that's connected. If you move to another instance, connect it and set up the automation there.

Troubleshooting

NinjaOne shows "Client app not exist" when I authenticate

Either the Subdomain points to a NinjaOne region where that client app doesn't exist, or the Client ID isn't the client app's ID. Enter your region's subdomain (app, us2, eu, ca or oc), and copy the client ID again from Administration → Apps → API → Client App IDs. US customers are on app or us2, so if one gives this error, try the other.

My NinjaOne address isn't on ninjarmm.com

Simplesat connects to your NinjaOne region's address, which ends in .ninjarmm.com. If your NinjaOne uses a custom hostname, enter your region's subdomain instead: app (US), us2 (US2), eu (Europe), ca (Canada) or oc (Oceania). If you're not sure which region you're on, ask your NinjaOne administrator.

I click Authorize in NinjaOne, then the NinjaOne page shows an error

Check the client app against the table in Create a client app in NinjaOne, especially the redirect URI. It has to be exactly https://integration.simplesat.io/connector/callback. Then make sure the client secret belongs to the same client app as the client ID. NinjaOne shows a client secret only once. If you're not sure, delete the client app, create a new one with the settings in the table, and authenticate again with its client ID and client secret.

My survey email shows a link instead of rating icons

That's expected. NinjaOne's emails don't show the survey's rating icons, so use the Link output. The Visual and HTML outputs arrive as a plain link or as HTML text. Your customer clicks the link to open the survey.

My customers get the survey twice for the same ticket

NinjaOne runs an automation every time its conditions match. The email goes out again if your rule also matches when the ticket closes, or if the ticket stays Resolved after the email. Set the condition to Status equals Resolved, and add an Update Ticket action that moves the ticket to the Awaiting feedback status, as in Send the link from a NinjaOne automation.

A second rating on the same ticket doesn't create a second response. Simplesat records one response per ticket per survey, so the new rating updates the first.

I connected NinjaOne, but no surveys go out

Connecting NinjaOne doesn't send surveys. NinjaOne sends them. Copy the Link from a survey set to External email embed → NinjaOne, and paste it into the email of a NinjaOne Ticketing automation that runs when a ticket is resolved.

If your survey is a Web-embed survey, it shows on a website or in an app and isn't emailed at all.

Feedback doesn't show up on my NinjaOne tickets

Check that:

The survey is connected to NinjaOne, which for a survey sent from NinjaOne means External email embed with the NinjaOne option.
The response came in with its NinjaOne ticket ID. The survey link carries it when NinjaOne fills in ${ticket.id}.
At least five minutes have passed since the response arrived.
The integration is switched on. After Revoke access and Authenticate, each integration stays off until you click Activate integration on it.

If none of these explains it, send us the response's link.

My responses come in without the customer or the technician

The customer and company come only from the survey link, which takes them from the ticket's requester and the requester's organization. So does the team member: that's the assigned technician. Pull ticket details doesn't read any of them.

Check that you copied the full Link output, including everything after the ticket ID. Then check that the ticket has a requester with an email address and an assigned technician.

I see two private comments for one response

Add feedback to ticket as a private comment runs when a response arrives and again when it changes, for example when the customer answers another question later. Each run adds a comment.

My NinjaOne integrations stopped working, but the page still says Authenticated with NinjaOne

Simplesat doesn't check the connection after you connect. If the connection lapses, the integrations fail and the page still reads Authenticated with NinjaOne. The same happens when the client app is deleted in NinjaOne, or when the user who authorized loses access.

Click Revoke access, then Authenticate, then Activate integration on each integration you use. If the client app was deleted, create a new one first. Integration error messages and what they mean describes what the page shows.

FAQ

Does every rating go to the NinjaOne ticket, or only positive ones?

Every one. Each response from a survey connected to NinjaOne that carries a ticket ID goes to its ticket, whether it's positive, neutral or negative. The NinjaOne integrations have no setting to limit them.

How long after a customer answers does the feedback show in NinjaOne?

At least five minutes. Simplesat waits five minutes after a response arrives before it writes to NinjaOne. Pull ticket details runs as soon as the response arrives.

Where is "Integrate with another tool" on the Publish tab?

It's now called External email embed. Choose it, then choose NinjaOne under Choose where to add your survey.

Do I paste the HTML, Visual or Link output into NinjaOne?

The Link output, into the email of your NinjaOne automation. NinjaOne's emails don't show the survey's rating icons.

Can Simplesat send the survey automatically when a NinjaOne ticket is resolved?

Yes, but NinjaOne does the sending. A NinjaOne Ticketing automation with the condition Status equals Resolved emails the survey link to the requester. Simplesat has no NinjaOne integration that sends surveys. Send the link from a NinjaOne automation walks through the rule.

What do the ss_ tags on my NinjaOne tickets mean?

They come from Display rating and sentiment in a ticket's tags. ss_NPS_9 is an NPS rating of 9, and ss_sentiment_positive means the response's sentiment is positive. If the rating changes, new tags replace both. The section Display rating and sentiment in a ticket's tags lists every tag.

What can Simplesat do in my NinjaOne?

The integrations read the rated ticket, add a private comment to it and save its tags. They don't delete anything in NinjaOne. For the full picture of what a connected tool can read and write, see Integration security, permissions and data flow.