Guided Ticket Resolution
Table of Contents
Guided Ticket Resolution is currently in EA (Early Access). Click here to participate.
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.
Overview
When a ticket is created, Syncro automatically analyzes its title and description to detect whether it matches a known, resolvable issue. 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.
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 Remediation Actions for what each category does.
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 M365 user include resetting their M365 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.
- 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.
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.
- You must have access to the ticket.
Steps
- Open a ticket that has a Guided Ticket Resolution suggestion. If analysis is still running, the panel shows a loading state and updates automatically once it's ready.
- 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.
- Click to approve or decline the current step.
- Repeat step 3 for each remaining step in the sequence.
- 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. Declining advances to the next step in the sequence; you may be prompted to select a reason for declining.
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.)
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. 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.