Overview
Tickets created from the NinjaOne system tray land under the end user who asked for help only when two things are true: the NinjaOne email starts with a cmd user command, and SherpaDesk is allowed to act on it. For most customers that means turning on the NinjaOne integration and adding the command to the email template. Customers using a shared NinjaOne account they don't administer have a separate workaround (Option 2).
This article covers both options, the email template format, and what to check when tickets still land under the wrong user.
Why tickets land under the wrong user
NinjaOne sends system tray requests from a generic address, nonreply@rmmservices.com, so by default SherpaDesk creates the ticket under that sender.
To fix this, the NinjaOne email includes a cmd user command naming the real end user. SherpaDesk only runs parser commands from technicians. If the sender is a standard user, the parser ignores the command and the ticket stays under nonreply@rmmservices.com.
Option 1: Turn on the NinjaOne integration (recommended)
This is the standard setup. With the NinjaOne integration enabled, SherpaDesk accepts parser commands from nonreply@rmmservices.com without that address being a technician. No extra license is needed. The integration alone is not enough: the email template must still include the cmd user command.
- In SherpaDesk, open your integration settings and connect NinjaOne using your NinjaOne account.
- Confirm the integration shows as active.
- In NinjaOne, add
cmd user ${form.email}as the first line of the system tray email template (see Email template format below). - Send a test request from the NinjaOne system tray on a device assigned to a known user.
- Check that the new ticket in SherpaDesk lists that person as the user, not nonreply@rmmservices.com.
Note: You need admin access to your own NinjaOne tenant to connect the integration. If your organization uses a NinjaOne account shared with or managed by another company, you may not be able to connect it. In that case, use Option 2.
Option 2 (shared NinjaOne accounts only): Add the NinjaOne sender as a technician
Most customers don't need this. It applies only if you use a NinjaOne account shared with or managed by another company and can't connect the integration yourself. In that case, make nonreply@rmmservices.com a technician in SherpaDesk so the parser runs its commands. This uses one paid technician license, and the email template still needs the cmd user line.
- Purchase or free up a technician license.
- Add a technician with the email address nonreply@rmmservices.com.
- Send a test request from the NinjaOne system tray and confirm the ticket lands under the right user.
Email template format
Both options need this. The first line of the NinjaOne system tray email body must be cmd user ${form.email}. NinjaOne fills in ${form.email} with the email address the end user enters in the support form, and SherpaDesk sets that person as the ticket's user. Do not add cmd end for NinjaOne requests; the parser handles NinjaOne emails without it.
cmd user ${form.email}
[rest of your NinjaOne support request template]If the cmd user line is missing or isn't the first line, the ticket stays under nonreply@rmmservices.com even with the integration turned on.
Troubleshooting
What you see | Likely cause | Fix |
|---|---|---|
| Ticket created under nonreply@rmmservices.com | Sender isn't authorized to run commands | Turn on the NinjaOne integration (Option 1); on a shared NinjaOne account, add the sender as a technician (Option 2) |
cmd user text shows up in the ticket body | Parser ignored the command | Same as above; also confirm the command is on its own line |
| Ticket still under the wrong user with the integration on | Template includes cmd end | Remove cmd end from the NinjaOne email template |
| Ticket assigned to an unexpected person | cmd user value matched a different name | Use the end user's email address instead of a name |
Still stuck? Email support@sherpadesk.com with a sample ticket number and a copy of your NinjaOne email template.
