NinjaOne review: is it the right IT management solution for you?

NinjaOne is an industry favorite for IT management solutions. It hosts a wide range of features designed to streamline and enhance IT operations. It’s also an all-in-one platform, making it a desirable choice for those who favor a lean tech stack. 

But the platform’s popularity doesn’t mean it’s built for everyone. Some potential buyers may find its range of standout features limiting and its pay-per-endpoint pricing model expensive.

If you’re on the fence about investing in NinjaOne, this article offers an in-depth exploration of the software to help you make an informed decision. We’ll review its key features, interface and usability, performance, security, and pricing plans. We’ll also look at what customers are saying about their user experience. 

By learning more about NinjaOne, you’ll gain a better understanding of your needs and whether it’s the right IT management solution for you.  

What is NinjaOne?

NinjaOne is an IT management platform that offers a wide range of tools for remotely managing IT environments. Its key capabilities include remote monitoring and management (RMM), endpoint management, automated patching, IT asset management, and remote control. NinjaOne also has a built-in ticketing system for managing IT support requests.

Key features of NinjaOne

NinjaOne has a range of key features; here’s a closer look at those core capabilities. 

1. Remote monitoring and management (RMM)

NinjaOne’s RMM tool enables IT professionals to remotely monitor and manage a wide range of devices from a centralized dashboard. Key features include the following:

• Monitoring and alerting: Users can monitor devices such as computers, servers, and SNMP devices in real time. They can also notify IT staff of potential issues through threshold-based alerts. This proactive approach helps identify and resolve problems before they escalate.
• Endpoint management: NinjaOne’s endpoint management capabilities allow users to configure, secure, and update all endpoints within an organization. This includes deploying software, enforcing policies, and ensuring all devices comply with security standards.
• Endpoint backup: This feature provides automated backup for all endpoints so that IT professionals can safeguard critical data against loss, corruption, or theft. The backups can be scheduled and managed centrally.
• Asset management: The IT asset management feature provides comprehensive visibility and control over all hardware and software assets, as well as subscriptions. IT teams can track asset life cycles, manage inventory, and ensure optimal resource allocation.
• Reporting and analytics: NinjaOne’s reporting and analytics tools provide insights into system performance, asset utilization, and overall IT operations. These reports help IT professionals make informed decisions, identify trends, and optimize IT strategies to support organizational goals better.

NinjaOne’s RMM tool also includes automated patch management, remote access, and IT automation. (More on that later.) 

NinjaOne has received mostly positive feedback on its RMM capabilities among MSPs and IT departments. One concern (as raised by an MSP reviewer on G2) is that users can’t manage all NinjaOne resources with a single email address. The reviewer had to create a new email address for each client environment, which he found inconvenient.

Other IT management software doesn’t share this issue. For example, Atera’s all-in-one platform allows MSPs to manage multiple client environments from one centralized dashboard. Atera also offers the same RMM capabilities and standout features—such as its AI tool—through Atera Copilot.

2. Mobile device management (MDM)

NinjaOne’s MDM tool enables users to manage and secure smartphones, tablets, and other mobile endpoints across an organization.

Users can remotely view and troubleshoot mobile devices as well as install, remove, and block applications. To mitigate security risks, the tool allows remote actions such as locking/wiping devices, resetting passwords, and managing security settings.

Most NinjaOne alternatives (Atera included) offer similar MDM capabilities. A standout feature of Atera is network discovery, which provides a bird’s-eye view of all devices—including mobile.

3. Remote control

NinjaOne’s remote control tool allows users to remotely access and resolve issues on computers, servers, and other endpoints. The tool works through Splashtop, TeamViewer, and ConnectWise ScreenConnect integrations.

NinjaOne’s secure connections and encryption ensure data integrity and confidentiality during all remote control interactions. The remote control tool also works from NinjaOne’s mobile app.

NinjaOne’s remote control tool is similar to Atera’s, which also works through Splashtop and TeamViewer integrations. As a bonus, Atera Copilot provides instant remote session summaries that ensure users don’t miss out on important information.

4. Patch management

NinjaOne allows users to deploy patches to Windows, Linux, and Mac operating systems, as well as various third-party applications. NinjaOne automates the process with zero-touch patch identification, approval, and deployment. It also provides patch reports to track the status and effectiveness of patch deployments, ensuring all systems stay up-to-date.

Users generally appreciate NinjaOne’s OS patching capabilities. However, many G2 reviewers say the functionality falls short of its promise. One G2 user describes the application patching as problematic and intermittent. He says Microsoft Office updates constantly show failed patches and that he can’t manually download patches.

In contrast, Atera’s patching capabilities shine as one of its most beloved tools amongst users. Atera’s automated patching tool makes it easy to deploy patches for Windows, Linux, Mac OS, and third-party apps.

5. Helpdesk and ticketing

NinjaOne’s helpdesk and ticketing system enables users to handle end-user IT support requests. The software includes the following capabilities:

• Ticket management: Users can accept, prioritize, route, and respond to end-user IT support requests.
• Team collaboration: NinjaOne’s team collaboration tools include a shared ticket workspace with private or public messages, a shared activity feed, and @ mentions. 
• Self-service client portal: NinjaOne’s self-service portal allows end-users to resolve common issues independently with knowledge bases, FAQs, and troubleshooting guides.
• Process documentation: The process documentation feature ensures that all IT procedures and workflows are documented and accessible.
• Response templates: NinjaOne offers pre-defined templates for common IT support responses.
• Basic automation: The automation capabilities include event and time-based ticket routing and condition-based ticket creation rules.

NinjaOne lacks certain helpdesk and ticketing capabilities for MSPs. Missing features include time tracking, contracts and billing, and AI capabilities. Users who want these features will have to integrate third-party software at an extra cost.

It’s worth noting that other all-in-one IT management solutions offer these features and other PSA capabilities. Atera’s software includes contracts and billing, time tracking, accounting integrations, and AI-based IT ticketing capabilities. 

Of special prominence is Atera’s AI-based IT ticketing solution. This tool revolutionizes ticket management by offering auto-ticket summaries, solution suggestions, and ticket routing. It even empowers users to select different tones of voice to ensure communication aligns with the desired level of formality and friendliness.

6. IT automation

NinjaOne helps to automate manual and repetitive tasks such as OS and third-party application management, remote control, backup and antivirus management, and scripting.

NinjaOne uses dynamic script forms, which make it easier to customize scripts. By abstracting variables and parameters into an accompanying form, technicians can modify the behavior of scripts without altering the code.

Although NinjaOne aims to make scripting as automated as possible, it lacks the AI capabilities Atera offers. With Atera’s AI-powered script generator, users simply provide the tool with a set of instructions. In return, they receive an automatically generated script to fix issues such as slow device performance or concurrent application crashes.

7. Third-party integrations

NinjaOne integrates with third-party software for extended functionality. The integrations are divided into different categories: analytics, compliance, warranty management, endpoint security, documentation, and more. 

The software also integrates with Splashtop, TeamViewer, and ConnectWise ScreenConnect to provide remote access. NinjaOne doesn’t have built-in comprehensive PSA capabilities, but it does offer integrations with third-party PSA/ticketing software at an extra cost.

Unfortunately, NinjaOne doesn’t integrate with accounting software to streamline financial management. Alternatives, including Atera, offer accounting software integrations, making this gap a notable one.

8. Mobile app

NinjaOne offers a mobile app for managing IT environments on the go. Users receive an at-a-glance report on the status of patches, alerts in progress, active tasks, reboots pending, and more. They can also remotely access customer endpoints and run scripts through the mobile app.

NinjaOne’s mobile app is handy, but it’s not necessarily a standout feature: Most alternative solutions offer similar mobile apps. 

Interface and usability

NinjaOne offers innovative tools for IT management such as automated patch management, RMM, help desk and ticketing, and remote access. Its various features are divided into different user interfaces.

NinjaOne has received mostly positive feedback on its interface and usability. However, some users find NinjaOne’s dashboards difficult to navigate when they begin using the software, and require additional training for proficiency.

Performance and reliability

Any IT professional knows the importance of reliability. To avoid excessive downtime and the additional problems caused by it, an IT management platform needs to be dependable, robust, and capable of consistently performing under various conditions. Customer feedback on NinjaOne’s reliability remains fairly neutral.

As for customer support, NinjaOne offers 24/7 phone and email services. The NinjaOne support team has a reputation for reliability. However, some customers wish they offered live chat support like Atera and other competitors.

Since NinjaOne’s customer support relies heavily on phone support, some customers have encountered problems. One Capterra user who encountered an issue with SMS verification complained that NinjaOne’s Sydney office didn’t pick up the phone, making it impossible to resolve the incident promptly.

On the bright side, NinjaOne has a dedicated IT community that allows users to troubleshoot problems and discuss common IT best practices. Alternative solutions, including Atera, also offer an active IT community.

Security and compliance

NinjaOne includes standard security features including drive encryption, two-factor authentication, role-based access controls, and data privacy features. In addition, NinjaOne provides the ability to edit registries remotely, deploy scripts, mass configure devices, and control end-user devices. All of these initiatives improve security.

NinjaOne integrates with third-party antivirus software for extra security. Its features help to comply with regulatory requirements such as PCI DSS (Payment Card Industry Data Security Standard), GDPR (General Data Protection Regulation), and HIPAA (Health Insurance Portability and Accountability Act).

Pricing and plans

NinjaOne uses pay-per-endpoint pricing, meaning it charges users based on the number of endpoints/devices. This is common among RMM pricing plans since most IT management platforms use it. Atera is one of the few NinjaOne alternatives using pay-per-technician pricing, which allows users to add unlimited endpoints.

One drawback of NinjaOne’s pricing is that it’s not publicly disclosed. Potential customers need to request a custom quotation from NinjaOne’s sales team. Users on Capterra have complained about this protocol, with one reviewer mentioning that getting started with NinjaOne is difficult since the pricing is not visible.

A Reddit user also shares concerns about NinjaOne’s unclear pricing. The commenter complains that potential customers must negotiate to get better per-endpoint deals.

For contrast, a one-man IT department went on Capterra to share that Atera’s starting price point was half as expensive as NinjaOne’s. In addition to the initial investment fee, NinjaOne also charged extra for a ticketing system and other capabilities. The reviewer praised Atera as the right choice, favoring its pay-per-technician pricing model and all-in-one approach to IT management.

In sum: NinjaOne’s pay-per-endpoint pricing model is prohibitively expensive for some IT organizations. Organizations interested in a robust and budget-friendly option may want to explore alternatives such as Atera. Unlike NinjaOne, Atera is transparent with its pricing and publicly discloses it on its website. Potential customers don’t have to go to extra lengths to discover or negotiate prices.

User feedback and reviews

Reviewers on sites like G2, Capterra, and Gartner tend to praise NinjaOne’s ease of use and integrated set of features. One G2 user describes NinjaOne’s implementation process as easy, especially with readily available integrations for extended functionality. Other customers appreciate the available OS patch management capabilities.

As with most IT management tools, NinjaOne gives users visibility into their devices. One Capterra user celebrates the software’s insights into system information, network details, resource viewing, and more.

On the downside, some users complain that NinjaOne’s customer service isn’t up to par. One G2 user specifically wishes that NinjaOne would offer live chat support like Atera does.

Another user on G2 complains that NinjaOne’s features are lacking. The reviewer mentions that Windows patching could be improved, macOS third-party application patching doesn’t work as desired, and wishes the software offers live chat.

The only AI-powered NinjaOne alternative

While NinjaOne provides a comprehensive set of features, it lacks certain standout options and can be too expensive for some teams. Atera resolves these issues with its transparently priced, all-in-one IT management platform. 

As the only comprehensive IT management solution that compares to NinjaOne, Atera derives its power from ActionAI. Key capabilities include remote session summaries, real-time device troubleshooting, instant ticket summaries, script generation, and more—all of which enable tenfold efficiency for IT technicians. By freeing up a technician’s time for more strategic tasks, Atera is helping to revolutionize IT management.

Atera also uses transparent per-technician pricing, making scaling easy and predictable. With Atera, adding more endpoints/devices will not lead to any increased surprise costs.

To join Atera’s mission of revolutionizing IT management, sign up for a 14-day free trial to see how it fits into your workflow. You can also contact our sales team to discuss your specific needs further!