Stop 2 of 9 · Set once
A Project per environment
One Project for the firm and one for each managed-services client, holding the device standards, the tenant facts and the escalation path so no answer starts from zero.
Three Projects, set up once
Tariq covers three worlds. Grantham and Reed is the 60-seat accounting firm he works inside. Halvorsen Dental and Ridgeline Freight are managed-services clients with their own tenants, their own hardware and their own idea of what counts as an emergency. When all three share one chat history, sooner or later a Ridgeline answer gets applied to a Grantham laptop.
So: three Projects, named for the environment. Each one holds the facts that do not change week to week, and every chat inside it starts already knowing them. It takes about twenty minutes per environment and it saves that back in the first two tickets.
What goes in
| Goes in the Project | Stays out |
|---|---|
| Standard build: OS version, image name, disk encryption, agent list | Any password, key, token or recovery code |
| Tenant facts: domains, mail flow, licence types held, MFA method | Global admin credentials of any kind |
| Naming conventions for devices, groups and shared mailboxes | Live user PII and client financial files |
| Escalation path and after-hours rules, with roles not personal numbers | The current ticket's screenshot |
| Maintenance windows and change-freeze dates | Anything you would not put on a whiteboard |
The line is simple. If someone reading it over your shoulder could use it to sign in, it does not go in.
Example instructions for the Grantham and Reed Project
You support me, Tariq, the sole IT desk for Grantham and Reed, a 60-seat accounting firm on two sites. Vaughn Street has 44 users, Kelso Road has 16. Environment: Microsoft 365 with Exchange Online and SharePoint, Entra ID joined Windows 11 laptops managed by Intune, standard image GR-W11-2026-03 with BitLocker on and the Atera agent installed. Nine Macs in the partners group, enrolled but not imaged. Meraki MX at both sites with a site-to-site tunnel. Tickets arrive in a shared Outlook mailbox and are logged in Atera. Naming: devices are GR-SITE-INITIALS-NN, security groups are GR-SG-purpose, shared mailboxes are lowercase and functional. Always: name the tool I run each step in. Give me a check that proves the step worked. Flag anything that touches all users, mail flow, conditional access or backups as a change that needs a note and a window. If a step is risky, give me the read-only version first. Never: include real credentials, invent an Entra policy name you have not been shown, or assume a licence is available without me confirming it. Escalation: month end is the last three working days plus the first two, and no non-urgent change ships in that window. After 18:00 only P1 gets touched.
Using the Ridgeline Freight environment in this Project, a driver cannot open the dispatch shared mailbox from her phone but the web version works. Give me the three most likely causes in this specific tenant, and for each one the exact place I look to confirm it.