State of NinjaOne
Incoming rant in 3....2....1
We've been a customer of Ninja for years and honestly the software is pretty great. There's a few issues but usually the support team is fairly responsive and easy to contact. My pain point is with the account team themselves. I don't know if they are understaffed or have directives from management causing this but my former account manager was pretty great. They kept us updated with new features coming out, adressed billing concerns when needed, and seemed to actually care. This led to more sales going to Ninja for some of their non-rmm products (SaaS backup, MDM, etc). The new account team seems hell bent on making the relationship difficult. Calls unanswered, emails as well, and even when you actually connect the attitude is dismissive. Then there's the "small" things that are annoyances. Why can't I see pricing in my own portal? Why does our invoice just have one line that says "Invoice #XXXXXX"? It would be nice to see where my spend is going so I can properly allocate costs. I'll be honest, it's making me consider other (and probably more expensive) RMM tools.
Long post but had to get this off my chest. Is my experience unique or are others seeing similar issues?