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Resolve More Help Desk Tickets Using Liongard

Most tickets don’t include everything you need to fully understand the issue or take action. It’s easy to jump straight into tools like Active Directory, Microsoft 365, or your RMM—but without context, you’re guessing.

You end up switching between systems, hoping something stands out.

Start in Liongard instead.

Liongard gives you full visibility across users, devices, and systems in one place. When a ticket comes in, you can quickly understand what changed, what’s affected, and where to focus—before taking action.

What This Process Helps You Do

Follow this workflow to:

  • Identify the user, device, or system connected to the issue
  • Understand what changed and when
  • View configuration, access, and system data across tools
  • Resolve issues faster without unnecessary escalation

When to Use This Process

Use this approach for common help desk scenarios, such as:

  • A user can’t access a system or application
  • A device or server isn’t working as expected
  • A user says, “It was working yesterday”
  • Questions about MFA or security settings
  • Verifying backup or antivirus status

Step 1: Search for the User, Device, or System

Use Global Search to find everything مرتبط to the issue.

Enter any known detail:

  • User name
  • Email address
  • Computer name
  • Server name
  • Domain

What You’ll See

Global Search returns related records, including:

  • Active Directory accounts
  • Microsoft 365 accounts
  • Assigned devices or servers
  • Linked assets

You immediately understand who the user is, what systems they use, and what devices are involved.

Step 2: Ask Questions with AI-Enriched Search

Use AI-Enriched Search to get answers quickly—without digging through dashboards or building queries.

Ask questions the way you normally would:

  • Which users don’t have MFA enabled?
  • What changed on this server yesterday?
  • Which devices haven’t checked in recently?
  • Are there any backup failures today?

This helps you move faster by surfacing insights instantly.

Step 3: Review Asset Inventory for Full Context

Open the relevant user or device and review the Asset Inventory.

Look for:

  • Active Directory status and group membership
  • Microsoft 365 licensing and MFA status
  • Assigned workstation
  • Backup coverage
  • Antivirus status

This is where you connect the dots across systems—without switching between tools. Many access and permission issues become obvious here.

Step 4: Use the Timeline to See What Changed

Open the Timeline for the affected system, device, or tenant.

Compare:

  • Today vs. yesterday
  • Today vs. the last known working state

Look for:

  • Policy changes
  • Group membership updates
  • Configuration drift
  • Firewall rule changes

Most issues come down to something changing. The Timeline shows you exactly what changed and when—so you’re working from evidence, not guesswork.

Step 5: Use Metrics to Confirm Changes

If the issue isn’t obvious in the Timeline, use Metrics to validate whether anything changed.

Compare data across dates to check:

  • What changed
  • When it changed
  • Whether anything changed at all

If there’s no difference between timeframes, you can rule out recent configuration changes and focus on other causes—without escalating unnecessarily.

Step 6: Use Visual Insights to Catch Issues Early

Use Visual Insights dashboards to identify and address issues before they become tickets.

Monitor key areas like:

  • Backup failures
  • Antivirus status
  • Users without MFA
  • Inactive licensed users

Proactively catching issues reduces ticket volume and improves response time.

Audience

  • Help Desk
  • Tier 1 Technicians

By starting in Liongard and following this process, you reduce guesswork, gain immediate context, and resolve more tickets independently and efficiently.

Updated about 2 hours ago