Liongard Roar Assistant - PSA Insights

Overview

Liongard's AI now reads your PSA tickets — ConnectWise, Autotask, HaloPSA, Kaseya BMS, Syncro, and ServiceNow — alongside the configuration data it already tracks, so you can ask plain-English questions that tie a ticket to the exact change that caused it.

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Capabilities

With PSA Insights, you can:

• Correlate tickets to configuration drift. Ask which Liongard alerts already have a ticket, and see the drift, the alert, and the ticket linked together.
• Triage in context. Pull a customer's open ticket queue with priority and aging, plus the Liongard alert and change history behind each one — before opening the PSA.
• Report on service posture. Roll ticket volume, aging, and logged time into QBR-ready summaries and cost-to-serve conversations.
• Ask in plain English. No query language required — every question is answered by a live read against the PSA vendor's API at query time.

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How to Ask

Always Scope to a Customer

In the Roar Assistant, always scope the question to the customer with an @-mention — type @ and pick the environment. Without it, the assistant replies "I need to know which client (environment)…" and returns no data.

Example Prompts

Service posture

• "@Customer how many open tickets do they have right now, by priority?"
• "@Customer show me the open ticket queue."
• "@Customer how many tickets were closed in the last 30 days?"

Drift → ticket correlation

• "@Customer which Liongard alerts already have a PSA ticket?"
• "@Customer are there any open tickets for this system?"
• "@Customer show me each open ticket with its linked Liongard alert."

Root-cause & audit

• "@Customer show me ticket #### and the Liongard change that generated it."
• "@Customer what configuration changed, according to this ticket's notes?"

Cost & effort

• "@Customer how much time has been logged against tickets this month?" (ConnectWise, Autotask, Syncro)

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Supported PSAs

PSA Insights reads ticket data from:

• ConnectWise
• Autotask
• HaloPSA
• Kaseya BMS
• Syncro
• ServiceNow

All six integrations are read-only — PSA Insights cannot create, edit, comment on, or close tickets, with the exception of Halo.

HaloPSA — Additional Native Actions

HaloPSA is covered by the same read-only reader (list, count, get, notes, references) as the other five PSAs. For partners who run Halo as their PSA, Liongard also offers native HaloPSA actions so the assistant can go beyond reading:

• Find work: search tickets, list tickets assigned to me, look up clients, sites, assets, and users.
• Act on tickets: create a ticket, add a note, log time, assign to me, apply a suggested resolution, log a service request.
• Knowledge: pull relevant Halo knowledge-base articles into the conversation.

Reads and writes are distinct surfaces — reading tickets never changes anything. Native actions are a separate, clearly-scoped capability that partners enable intentionally.

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What You Can Pull

• Integration metadata: which PSAs are configured, their capabilities, and mapped customers.
• Ticket summary: number, title, status, priority, company, contact, queue, timestamps, board/source/severity, and a deep link.
• Ticket detail: full ticket detail plus the linked Liongard alert.
• Notes & change history
• Time entries: ConnectWise, Autotask, Syncro
• Reference lookups: statuses, priorities, types, queues, sources

Filter by open-only, status, priority, and date ranges.

Real-Time by Design

Every question is answered by a live read against the PSA vendor's API at query time — the response even cites the read timestamp — not a cached copy. The trade-off is vendor rate limits and latency, and a few capabilities vary by PSA (for example, Autotask and Syncro don't return an exact ticket total, so those results are paged).

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Liongard MCP - PSA Insights FAQ

Why did my prompt return "I need to know which client"?

Answer: The question wasn't scoped to a customer. Re-ask with an @-mention of the customer's AI-enabled, PSA-mapped environment.

Is it safe to connect to production?

Answer: Yes — the multi-PSA reader is strictly read-only. It cannot create, edit, comment on, or close tickets. HaloPSA's optional native actions are a separate, clearly-scoped capability the partner enables intentionally.

Will it expose other customers' tickets?

Answer: No. Every answer is scoped to the single customer mapped to that Liongard environment. Access is governed by the Liongard MCP token, which can be scoped to specific environments and is enforced before any PSA call.

Which PSAs are supported?

Answer: ConnectWise, Autotask, HaloPSA, Kaseya BMS, Syncro, and ServiceNow. A few capabilities vary by vendor (for example, time entries on ConnectWise, Autotask, and Syncro, and some vendors don't return exact totals) — the assistant tells you when a number is a partial.

Do I need to learn a query language?

Answer: No. Ask in plain English — just remember to @-tag the customer so the assistant knows whose data to read.

How does it know which tickets belong to which customer?

Answer: Through Liongard's existing company-to-environment mapping for each PSA integration.

Where do writes happen?

Answer: Ticket creation from a Liongard alert stays on Liongard's Alert ticketing path; the reader never writes. HaloPSA has additional native actions for partners who opt in.