Guided Ticket Resolution
Table of Contents
Guided Ticket Resolution is currently in Open Beta.
Overview
When a ticket is created, Syncro automatically analyzes its title and description to detect whether it matches a known, resolvable issue. If you edit and save the ticket’s title, Syncro analyzes the ticket again so the suggestion reflects the change.
By the time a technician opens the ticket, this analysis has usually already finished, and a Guided Ticket Resolution panel appears with a suggested remediation. Every action requires one-click technician approval; Guided Ticket Resolution does not run fully autonomously, and each suggestion, decision, and result is recorded as a comment on the ticket.
If analysis is still in progress, the panel shows a loading state and updates automatically once results are ready. If no known issue is detected, or if analysis is temporarily unavailable, the panel does not appear and the ticket behaves normally.
When a suggestion is available, a Guided Resolution Found bar appears on the Ticket Details page below the editor in the Communications section. Click Open to expand the panel and Close to collapse it. The bar stays on the ticket while there is a suggestion to act on:
Detected issues are matched to one of a fixed set of resolution categories. Some categories run a single action; others run diagnostics first, then a resolution step. See About the Remediation Actions for what each category does.
Video
Watch this short video to see Guided Ticket Resolution in action:
Prerequisites
- Guided Ticket Resolution is available on Syncro's Team Plan.
- A Global Admin must enable Guided Ticket Resolution from Admin > AI - Preferences before technicians will see suggestions on tickets.
About the Remediation Actions
| Category | Remediation Steps |
|---|---|
| Low disk space | Runs diagnostics, then cleans up disk space on the asset. |
| Print spooler issues | Runs diagnostics, then restarts the Print Spooler service on the asset. |
| Performance issues | Offers to run a system diagnostic script and following that, recommends a system restart. |
| Microsoft 365 identity actions | Available one-click actions for a linked Microsoft 365 user include resetting their Microsoft 365 or Desktop password, resetting MFA, blocking or unblocking sign-in, and revoking active sessions. |
Notes:
- Script-based remediation (disk cleanup, Print Spooler restart, reboot) currently targets Windows assets only.
- Scripts that require files are not available in Guided Ticket Resolution.
- Microsoft 365 identity actions require an active Syncro-Microsoft 365 tenant connection for the ticket's Organization. If that connection, its token, or a required permission scope is missing, Guided Ticket Resolution simply omits Microsoft 365 suggestions for that ticket rather than prompting you to reconnect Microsoft 365. If the connection, its token, or a required permission fails after you approve an action, the panel shows the cause and what to do next.
Review & Act on a Suggested Remediation
Use this procedure to review and act on a suggestion from the Ticket Details Page.
Prerequisites
- Guided Ticket Resolution must be enabled for your account. Once this is done, you can also choose default script suggestions for specific issue categories. See Enabling AI Features for details.
- You must have access to the ticket.
Steps
- Open a ticket that has a Guided Ticket Resolution suggestion.
Notes:- If analysis is still running, the panel shows a loading state and updates automatically once it's ready.
- If the panel is collapsed, click Open in the Guided Resolution Found bar.
- Review the suggested category and the confirmed target. If the ticket has more than one eligible asset, select the correct one in the panel before continuing.
- If the step runs a script, review the script and, if needed, select a different one. To review a script before you approve it, click View Script to view it.
- Click Queue It to approve a script step or Run It to approve a Microsoft 365 step. Click Ignore to decline the step.
-
If the selected script takes Runtime or Dropdown variables, approving opens a modal. Enter a value for each variable, then confirm to run the script.
Note: For script steps, the approval modal includes a When option. Choose Run Now to run the script immediately, or choose Schedule and select a date and time to run it later (for example, to restart a server outside business hours). - Repeat steps 3 through 5 for each remaining step in the sequence.
Note: If a queued script fails or returns an error, you can go back a step and run it again by clicking Retry Step. To bypass a diagnostic step and move directly to the resolution step, click Skip Step. - When the sequence completes, optionally accept the suggestion to close the ticket.
Result
Approving a step dispatches the action, and the panel shows its execution status once complete. Clicking Ignore advances to the next step in the sequence.
If a Microsoft 365 action fails, the panel shows the specific cause and what to do next, and the ticket’s private note records the same message. After you resolve the issue, the action is offered again. Click Run It to try again.
If you opted in to auto-resolve when approving the final step, the ticket closes automatically once that step succeeds.
After You Finish
Review the ticket's Communications section for the full audit trail of every suggestion, decision, and result. (See also: Audit Logging.)
Give Feedback on a Suggestion
You can tell Syncro what is wrong with a suggestion without declining it, so that suggestions improve. The feedback options appear at the bottom of the panel until feedback is submitted for the suggestion.
- Open a ticket that has a Guided Ticket Resolution suggestion.
- At the bottom of the panel, select Categorization, Resolution, or Other. Categorization and Resolution submit your feedback immediately.
- If you select Other, the Give Feedback modal opens. Enter a description in the What Needs Improvement field, then click Submit.
Syncro records your feedback, and the feedback options no longer appear for that ticket.
Note: You can give feedback whether or not you click Ignore. Syncro records one feedback submission for each suggestion.
Audit Logging
Every suggestion, technician decision, and execution result is recorded as a private note on the ticket, with the technician's identity, a timestamp, and the outcome. Approval notes and execution result notes each include a link to the underlying script or action so you can review exactly what ran. (These notes do not record the names or values of script variables.) This trail is visible directly on the Ticket Details Page and requires no separate report or export.
Note: Guided Ticket Resolution requires one-click technician approval for every action; it does not run fully autonomously.