Overview ✨
Liongard provides multiple support paths so partners can get help in the right place, at the right speed, and with the right context. The fastest entry point is usually Chat With Us inside the Liongard platform, which opens Leo, Liongard’s AI Support Companion. From there, partners can ask a question, request a live agent, submit a ticket, review prior conversations, or open the company ticket portal.
This article explains the support experience end-to-end: where each support resource lives, what each one is for, how to submit a ticket correctly, and how to follow up once a ticket is open.
Support Resources at a Glance 🤩
Liongard’s support ecosystem includes several official resources:
Documentation — product and implementation guidance for the Liongard platform and inspectors
Support Portal — troubleshooting articles, known issues, and post-setup guidance
Liongard Academy — structured learning for new and existing users
Metrics Library — a shared library of metric queries and ideas
Status Page — service health and outage updates
The Liongard Support Portal homepage is organized into topic areas such as Agents, Inspectors, Integrations, Platform, Knowledge Base, Use Case Library, Account and Billing, Visual Insights, Liongard Academy, and Liongard Updates.
How to Open Support From Inside Liongard 🦁
If you are logged in to your Liongard instance, click Chat With Us in the upper-right corner near your name. This opens the support panel on the right side of the screen and is the fastest way to connect with Leo, access live support, submit tickets, review conversations, or browse help resources.
If you are unable to log in to your Liongard instance, you can still connect with Liongard Support directly from the Support Portal. The support chat option is also available there, allowing partners to speak with Leo, connect with support, browse knowledge base articles, or submit a ticket even when instance access is unavailable.
If you are still unable to reach support through the platform or Support Portal, contact your Liongard Account Manager for additional assistance, escalation guidance, account-related help, or support coordination.
Additionally, if your Liongard services were purchased or managed through a third-party provider, distributor, or partner program, use the Support dropdown within the Liongard platform for the appropriate support path and contact information related to your account setup.
What You See in the Support Panel
When the chat panel opens, the first option is Contact Support. The panel also includes navigation tabs at the bottom:
Home — the main support landing area
News — platform releases, bug fixes, and other Liongard updates
Messages — past tickets, active chats, and conversation history
Tickets — tickets created by the current user, plus a link to the company ticket portal
Help — the support knowledge base displayed inside the chat experience
These tabs are useful because they let partners search for answers, review open work, and continue existing conversations without starting from scratch.
Contact Support: Your Main Entry Point
Selecting Contact Support opens the Leo experience. From there, partners typically see four options:
Ask Leo AI / Agent
Submit a Ticket
Account Manager Details
Proactive Ticket Initiative
✅ Ask Leo AI / Agent
This is the fastest way to ask a question. Leo is Liongard’s AI Support Companion and is designed to answer questions, guide partners to relevant resources, and help with metrics and support requests. Liongard describes Leo as a companion that can provide immediate answers, guide users to documentation, help with metrics queries, and support request tracking. Leo is also available 24/7. If the issue needs human help, Leo can direct you to a live agent.
A useful part of the Leo workflow is that it recognizes the logged-in user inside the Liongard application. That means ticket submission and request tracking are tied to the user account that is currently signed in.
✅ Submit a Ticket
Use this option when you need a formal support case. After selecting Submit a Ticket, Liongard displays an acknowledgement screen explaining that you must complete the ticket form to ensure the conversation is assigned to a Support Engineer. It also warns that high-priority or critical issues are better handled with a live agent. The support-policy page confirms that Liongard live support is available during business hours and that status updates for service outages are communicated through the status page.
You will then see two choices:
I Understand — continue to the ticket form
Start Over — go back to the previous support screen
If you need immediate human help, Start Over is the better choice because it lets you return to the support options and choose live-agent assistance.
✅ Account Manager Details
This option is for account-related requests, billing questions, or other items that should go through your Liongard account manager.
✅ Proactive Ticket Initiative
The Proactive Ticket Initiative (PTI) is a Liongard process intended to reduce inspector setup failures by identifying common issues earlier. Liongard states that PTI focuses on issues such as invalid or expired credentials, missing permissions, network restrictions, and misconfigurations, with the goal of reducing repeated troubleshooting and improving inspection reliability.
⭐️ Creating a Support Ticket
After selecting I Understand, click Create Ticket to open the ticket form.
The form includes required and optional fields. The most important fields are:
Get notified by email* — the email address that receives updates
Title* — a short summary of the issue
Description* — a full explanation of the problem
Affected Environment* — the environment where the issue is happening
What is experiencing the problem?* — the Liongard component or inspector affected
What is the error message? — the exact error shown in the UI, if any
When did the problem start?* — when the issue began or what action triggered it
Does it happen every time or just some of the time?*
What troubleshooting steps have been performed?*
Feedback Link — used only when relevant to earlier feedback submissions
✅ What to Include for the Best Ticket Quality
A strong support ticket should answer these questions clearly:
What is broken?
Where is it broken?
When did it begin?
What changed before it began?
What have you already tried?
What evidence can support the investigation?
For inspector-related problems, Liongard specifically recommends including the inspector name, relevant log data, failure timestamps, and recent changes to settings, credentials, or the environment.
✅ After You Submit the Ticket
Once the ticket is created, Liongard shows a confirmation page indicating that the ticket has been submitted and that updates will be sent both in the portal and by email.
From that point, the ticket conversation becomes the main place to continue the investigation with the assigned Support Engineer.
✅ Working in the Ticket Conversation
Inside the ticket conversation, partners can:
Reply to the support engineer
Add screenshots, logs, documents, videos, or other files
Clarify symptoms or provide additional details as the investigation progresses
Partners can also communicate by email. The safest approach is to reply to the same support email thread instead of starting a new email or manually recreating the message in a fresh thread. That helps keep the case tied to the original conversation and avoids duplicate tickets or confusion.
Messages Tab
The Messages tab is where partners can review prior and current support activity. It can show:
Open conversations
Past tickets
Ticket replies
Active chats
Conversation history tied to the logged-in user
Selecting an item opens the full conversation so the partner can continue from the last exchange instead of starting over.
Tickets Tab
The Tickets tab is specific to the logged-in user. It shows the user’s own tickets, and it also includes a link that says Looking for your company’s ticket? go to ticket portal.
That link opens the company-level ticket portal, where partners can view all support tickets created by anyone in their organization.
Company Ticket Portal
The company ticket portal provides two views:
All — every ticket created by the company
Created by me — tickets created by the signed-in user
The ticket dashboard includes these columns:
Ticket ID
Title
Description
Ticket Type
Created By
Created On
Ticket State
Help Tab
The Help tab exposes the support documentation collection inside the support experience. This is useful when the partner wants to search for an article without leaving the chat window.
When to Use Each Support Path 🧑🏫
1️⃣ Use Leo for Quick Answers, Guidance, and General Assistance
Leo is Liongard’s AI Support Companion and is available 24/7 directly inside the Liongard platform. Leo is the best starting point for most questions because it can quickly guide partners to the correct documentation, troubleshooting steps, support articles, or platform information without waiting for a live agent.
Leo is especially useful when:
You need a quick explanation of a feature or workflow
You are looking for setup instructions or documentation
You want help understanding an error message
You need guidance on inspector requirements or permissions
You are searching for a metrics query or reporting information
You want help identifying the next troubleshooting step
You need support outside of normal business hours
Leo can also help route you toward the correct support path. If the issue becomes more complex or requires direct investigation by a Support Engineer, simply request a human agent. Leo respects that preference and will connect you to live support when agents are available.
2️⃣ Use Live Support for Urgent or Time-Sensitive Issues
Live Support is recommended when the issue is actively impacting operations, blocking work, preventing access, or requires immediate human attention. This option connects partners directly with a Liongard Support Engineer during business hours.
Live Support is the best option when:
An inspector, agent or platform outage is actively affecting platform use
Multiple environments are failing unexpectedly
A platform issue is preventing normal operations
A critical integration stopped working suddenly
A recent configuration change caused widespread failures
You need real-time troubleshooting assistance
You are unable to continue deployment or onboarding work
Immediate escalation or investigation is required
Live agents can perform deeper investigation, request logs or screenshots in real time, validate platform behavior, and guide partners through troubleshooting interactively.
Liongard live support hours are Monday through Friday, 7:00 AM to 7:00 PM US Central Time
If a request is submitted outside of business hours, the support team will respond during the next available support window. During those times, Leo remains available for assistance.
3️⃣ Use Submit a Ticket for Formal Case Tracking and Ongoing Investigation
Submitting a ticket is the preferred method when an issue requires formal documentation, long-term tracking, escalation, engineering review, or ongoing follow-up between the partner and Liongard Support.
Unlike a live chat session, tickets create a persistent support record that both the partner and Liongard can reference throughout the investigation lifecycle.
Submitting a ticket is strongly recommended when:
The issue requires detailed investigation over time
Multiple troubleshooting steps need to be tracked
Logs, screenshots, exports, or recordings must be attached
The issue may need escalation to Engineering or Development teams
The problem is intermittent and requires monitoring
You need documented communication history
You want visibility into ticket status and progress
Multiple users within your company may need access to updates
The ticketing system also allows partners to:
Upload supporting files and diagnostics
Continue conversations directly inside the support portal
Reply through email while maintaining the same case history
Track ticket states such as In Progress, On Hold, or Waiting On You
Access both personal tickets and company-wide tickets through the Ticket Portal
For the fastest resolution, partners should include as much detail as possible when creating a ticket, including:
Environment name
Inspector or component affected
Exact error messages
Approximate start time of the issue
Frequency of occurrence
Recent changes made before the issue started
Troubleshooting steps already performed
Providing complete information upfront helps reduce delays and prevents repetitive troubleshooting requests.
4️⃣ Use the Status Page to Check for Platform-Wide Issues
The Liongard Status Page should be the first place partners check when they suspect a broader service disruption or platform-wide issue.
The Status Page provides real-time visibility into:
Platform outages
Service degradation
Scheduled maintenance
Infrastructure incidents
Operational status of Liongard services
Checking the Status Page before opening a ticket helps determine whether the issue is isolated to a specific environment or already being actively investigated by Liongard.
The Status Page is especially useful when:
Multiple inspectors suddenly fail at the same time
Authentication or connectivity issues appear widespread
The platform becomes slow or inaccessible
Data collection behavior changes unexpectedly across environments
You suspect a regional or cloud-service interruption
If the Status Page shows an active incident, Liongard is already aware of the issue and updates will typically be posted there as the investigation progresses.
If the Status Page shows all systems operational but the issue continues in your environment, proceed with Live Support or Submit a Ticket for further investigation.
5️⃣ Use Documentation and Liongard Academy for Learning and Product Understanding
Not every issue is actually a support problem. Many questions are related to understanding how Liongard works, how inspectors should be configured, or what best practices should be followed during implementation.
In these situations, Documentation and Liongard Academy are often the best resources.
The Liongard Documentation site is intended for:
Inspector setup instructions
Integration requirements
Permission and credential guidance
Agent deployment steps
Network and firewall requirements
Feature explanations
Platform workflows
Product behavior reference material
Configuration examples and recommendations
Documentation is especially valuable during onboarding, deployment, migration, and new feature adoption.
Liongard Academy is designed as a structured learning platform for partners who want guided training and deeper product understanding.
Academy is ideal for:
New Liongard users
Team onboarding
Learning platform fundamentals
Understanding inspector workflows
Improving operational knowledge
Building confidence with automation and monitoring concepts
Reviewing best practices and implementation strategies
Unlike support articles, Academy content is educational and training-focused, helping partners understand not just how to perform tasks, but also why certain workflows and configurations are recommended.
Together, Documentation and Academy help partners become more self-sufficient, reduce troubleshooting time, and improve overall success with the Liongard platform.
Summary 😊
Liongard gives partners several support options, but the best starting point is usually Chat With Us inside the platform. From there, you can use Leo, connect to a live agent, submit a ticket, review past cases, or open the company ticket portal.
Documentation, Support Portal, Academy, Metrics Library, Slack Community, and the Status Page all serve different purposes and work together to give partners the right help at the right time.
When the issue is urgent, unresolved, or blocking work, submit a ticket with complete details and continue the conversation in the same thread so the assigned Support Engineer can help efficiently.