📘 Overview
The Proactive Ticket Initiative (PTI) is designed to reduce inspector setup failures by identifying and addressing common issues. By leveraging automation and inspection analytics, PTI surfaces recurring setup problems, improving inspection reliability, reducing manual troubleshooting, and enhancing the overall partner experience.
🎯 Purpose and Goals
The primary goal of the Proactive Ticket Initiative is to reduce inspector failure rates caused by resolvable setup issues, including (but not limited to):
Invalid or expired credentials
Missing or insufficient permissions
Network connectivity or firewall restrictions
Misconfigurations within the target system
By proactively identifying and addressing these issues, PTI helps:
Reduce time spent troubleshooting repeated failures
Increase successful inspection runs
Improve partner satisfaction
Focus support efforts on the most impactful issues first
🧠 How the Proactive Ticket Initiative Works
Once a partner opts into the Proactive Ticket Initiative, the following automated process is enabled:
🔍 1. Data Scanning and Issue Identification
Backend automation scans inspector telemetry and analytics data to identify inspectors and tenants that are failing due to setup-related issues.
🧩 2. Grouping and Pattern Analysis
Inspectors experiencing the same or similar setup failures—such as shared exit messages or error patterns—are grouped together. This allows the system to identify systemic or recurring configuration issues.
📝 3. Automated Ticket Creation
When three or more inspectors of the same type are failing due to the same or similar setup issue, a proactive support ticket is automatically generated. This ensures recurring issues are addressed efficiently and consistently.
🧯 4. Ticket Prioritization and Fatigue Reduction
To prevent excessive or unnecessary ticket creation, PTI includes built-in prioritization and rate-limiting controls:
The number of active proactive tickets is capped at five per partner at any given time
Tickets are prioritized based on the largest inspector groupings
As tickets are resolved and closed, new qualifying groupings may generate additional proactive tickets (up to the cap)
This ensures continuous visibility into meaningful issues while avoiding ticket fatigue or unnecessary noise.
💬 Managing PTI Enrollment via In-App Messenger (Self-Service)
Partners can now opt into or opt out of the Proactive Ticket Initiative directly within the Liongard in-app messenger.
🔔 How It Works
When accessing the in-app messenger, partners can:
Learn about the Proactive Ticket Initiative
Review how it works
Select Opt In or Opt Out using interactive buttons
This provides immediate control over PTI participation without needing to contact support.
🖥️ Step-by-Step: Opting In or Out
1️⃣ Open the In-App Messenger
Click the chat icon within your Liongard portal.
2️⃣ Select the Proactive Ticket Initiative Option
Choose the PTI information option within the workflow.
3️⃣ Review Program Details
The messenger will present a summary of:
What PTI does
How tickets are generated
Participation details
4️⃣ Choose Your Preference
Select one of the following:
✅ Opt In to PTI
🔄 Opt Out of PTI
Your selection is applied automatically.
⚙️ What Happens Next?
If you opt in, PTI monitoring and automated ticket creation will be enabled.
If you opt out, no new proactive tickets will be generated.
Your preference can be changed at any time using the same in-app workflow.
🎟️ Viewing Your Proactive Tickets
Partners can easily view and manage their proactive tickets directly from the Liongard Support Portal.
To access your tickets:
Log in to your Liongard portal.
Select the Support drop-down menu.
Click Support Portal.
This will open the Liongard support site at support.liongard.com.
If you are already authenticated within your tenant, you will see an option to access your ticket portal.
Open the ticket portal to see a global view of all tickets associated with your organization.
To view only proactive tickets:
Use the ticket portal’s filter options.
Apply a filter for Proactive Tickets.
Once enabled, the portal will display only proactive tickets, allowing you to quickly see which proactive tickets are currently open or in progress.
Using this filter makes it easy to track PTI-generated tickets and monitor progress as issues are resolved.
✅ Opting Into the Proactive Ticket Initiative
Partners may opt into PTI at any time by:
Using the in-app messenger workflow, or
Contacting their support team or account manager
Enrollment does not disrupt existing inspection workflows.
🔄 Opting Out of the Proactive Ticket Initiative
Participation in PTI is optional and flexible. Partners may opt out at any time by:
Using the in-app messenger workflow, or
Contacting their support team or account manager
Opting out prevents new proactive tickets from being generated.
ℹ️ Additional Information
The Proactive Ticket Initiative is part of our ongoing commitment to improving inspection reliability through automation and data-driven support.
By proactively identifying setup issues that cause repeated failures, PTI helps partners:
Spend less time troubleshooting
Improve inspection stability
Maintain cleaner environments
Focus on delivering value
If you have questions about PTI or need assistance reviewing proactive tickets, please contact the support team.