Syncro

Act on Network Discovered Devices

2025-05-22T15:39:25Z

Once a Network Discovery Profile has run a scan and locates additional devices, you can install Syncro Windows Agents on them or if that's not possible, manually create an asset using the information gathered from the discovery process.

This document describes the results you'll see for completed network discovery scans as well as the actions you can take on discovered devices. Read on, or watch this short video to learn more:

Prerequisites

Network Discovery is available on Syncro's Team Plan. No additional installation is required to use it.
If you're on the Team Plan but don't see the top-level Network Discovery tab, click your User Profile Menu, then select Tabs Customization to add it. Reload the page to see the changes.
Network Discovery features require that a Syncro User has appropriate security permissions.
IMPORTANT: To be able to install the Syncro agent remotely, you'll need to ensure that additional prerequisites are met.

About the Network Discovery Table

The Network Discovery table displays when you click “Network Discovery” in the primary navigation bar, or the “Network Discovery” subtab from a specific Organization's Details page.

This table has two views: Profiles and Devices; the view you're currently on is shaded in the toggle button, which you can use to change it:

Profiles View

In the “Profiles” view, this table is called “Network Discovery Profiles,” and contains the following information:

Discovery Profile: The Network Discovery Profile(s) responsible for locating the device. Click the hyperlink to open the Network Discovery Profile pop-up window and quickly edit the profile.
(Customer) Organization: The Organization associated with the Network Discovery Profile. Click the hyperlink to open their Details Page. (This column only appears if you're viewing discovered devices from the top-level Network Discovery tab.)
Primary Node: The name the asset on the Organization's network used as a starting point/probe for the discovery process.
Status: The most recent status of the discovery profile. Values are: Completed (green), In Progress (blue), and Stopped (red). Syncro refreshes the status automatically, and you can always trigger one with a page refresh.
Last Discovery Date: The timestamp for when the Network Discovery Profile was last run. If the run was cancelled, this column displays “N/A.”
Next Discovery Date: The timestamp for when the Network Discovery Profile will run next. If the profile is not recurring, this column displays “N/A.”
# Last Discovered Assets: The number of assets discovered during its run on the Last Discovery Date. Click the hyperlink to toggle to the Devices view for this Network Discovery Profile.

Buttons appearing in the Profiles view include: Run Now and Stop Run. See Manually Start a Network Discovery and Cancel an In-Progress Discovery for more information.

Ellipsis allow you to Edit the Profile, View (Profile) Results, or Delete (the Profile).

Devices View

In the “Devices” view, this table is called “Network Discovered Devices,” and contains the following information:

Device Name: The name of the discovered device. You'll see the Asset Name if an asset has already been created; if not, the Device Hostname, MAC address, Vendor, or Unknown Device displays instead. Click the hyperlink to open a side panel with more detailed information about the device and take action.
Discovery Profile: The Network Discovery Profile(s) responsible for locating the device. Click the hyperlink to open the Network Discovery Profile pop-up window and quickly edit the profile.
(Customer) Organization: The Organization associated with the Network Discovery Profile. (This column only appears if you're viewing discovered devices from the top-level Network Discovery tab.)
Status: The status of the discovered device. Values are: Unmanaged (gray), Install Failed (red), Installing Agent (yellow), Awaiting Approval (blue), and Managed (green). Syncro refreshes the status automatically, and you can always trigger one with a page refresh.
Vendor: The name of the company that manufactures the device.
OS: The detected operating system type.
IP Address: The IP address of the discovered device.
MAC Address: The MAC address of the discovered device.
First Discovered: The date and time the device was first discovered.
Last Discovered: The date and time the device was last discovered.

See Take Actions for Discovered Devices for possible next steps.

Take Actions for Discovered Devices

To take action on a discovered device, follow these steps:

Navigate to the Network Discovery table. You'll be in the “Profiles” view:

Tip: You can get here from either the Organization's Details Page's “Network Discovery” subtab, or from the Network Discovery tab in the primary navigation bar.
Click “Devices” to switch to that view.
Click on a hyperlinked Device Name in the Network Discovered Devices table to open the right side panel:

The button that Syncro displays at the bottom right is based on the device's Status and Syncro user permissions. Possible actions may include:

Action Button	Description / Possible Outcomes	Permission Required
Install Agent	Available for discovered devices that show an “Unmanaged” status, support Syncro Windows Agent installation, and have valid credentials. Syncro first updates the status to “Installing Agent;” an “Installed” status means the agent has been installed but Syncro hasn't yet created the Asset. Depending on the outcome, subsequent statuses include: “Awaiting Approval” (if required) and “Install Failed.” Hover over the “Install Failed” status to see a tooltip with more information about the specific error. Successful installations show a “Managed” status on page refresh and will also display in the Assets & RMM page/table. If credentials are missing this button is disabled until they are added either at the profile or device level. See also: Bulk Agent Installation.	Asset - Create
Attempt Reinstall	Available for discovered devices that show an “Install Failed” status so you can try again. Syncro updates the status to “Installing Agent” while this action is in progress. Depending on the outcome, subsequent statuses include: “Awaiting Approval” (if required) and “Install Failed.” If the installation fails again, see Troubleshooting Network Discovery Issues. Successful installations show a “Managed” status on page and will also display in the Assets & RMM page/table.	Asset - Create
Approve Agent	Available for discovered devices that show an “Awaiting Approval” status. (See also: Asset Approval Process.) Approves the installed agent and transitions the device to a “Managed” status on page refresh. The device will display in the Assets & RMM page/table.	Assets - Assets Pending Approval
Deny Agent	Available for discovered devices that show an “Awaiting Approval” status. (See also: Asset Approval Process.) Denies and uninstalls the agent. Transitions the device to an “Unmanaged” status on page refresh.	Assets - Assets Pending Approval
Create Asset	Available only for non-Syncro discovered devices that show an “Unmanaged” status and no associated asset can be located. Navigates you to the New Asset page, where you can manually create the asset using the discovered information: For more information, see Manually Create an Asset. Upon manual creation, the device transitions to a “Managed” status on page refresh and will also display in the Assets & RMM page/table.	Asset - Create
View Asset	Redirects you to the Asset's Details Page.	Asset - View

Tip: Most of the above actions are also available from the vertical ellipsis icon () in the Network Discovered Devices table. These include:

Install Agent: Available for any discovered device capable of having the Syncro Windows agent installed, when installation is not already “In Progress.”
Attempt Reinstall: Available for any discovered device with an “Install Failed” status.
Create Asset: Available for any discovered device when the Syncro Windows agent can't be installed (e.g., Linux machines).
View Asset: Available for any devices in a “Managed” status.

Additionally the ellipsis may include these additional actions:

Update Credentials: Available for any discovered device capable of having the Syncro Windows agent installed. Provides the ability to override Credentials provided in the Network Discovery Profile with device-level credentials. (Work in progress.)
Delete: Available for devices in an “Unmanaged” status, this option deletes the device from the Network Discovered Devices table. Note that deleted devices will be re-created in future scans if they're still on the network. (Work in progress.)

Bulk Agent Installation

Check one or more boxes for devices in the Network Discovered Devices table, then select “Install Agent” from the Actions button menu.

Note: This action is available only for Syncro Devices with credentials present, when installation is not already "In Progress."

Top 10 High-Level Best Practices for Using Syncro Effectively

2025-11-24T16:54:16Z

Here is a top 10 list of high-level best practices for using Syncro effectively, particularly focused on foundational setup, security, and efficiency:

1. Define Core RMM Policies at the Organization Level

Begin by creating foundational Remote Monitoring and Management (RMM) policies at the top-level Organization folder within Syncro. This practice leverages policy inheritance, automatically applying these policies and ensuring consistent security compliance across all assets and subfolders belonging to that organization.

See Master the Policy Engine (RMM 101).

2. Implement Comprehensive Security Compliance Measures via Policies

Establish robust RMM policies that mandate security controls across your managed fleet. This includes configuring policies for antivirus management, using prebuilt monitors (like Event Log Monitoring and Application & Process Monitoring) to proactively identify issues, and setting up rigorous schedules for Windows Update and Third-Party App Patching to secure endpoints against vulnerabilities.

See Master the Policy Engine (RMM 101).

3. Configure Automated Remediations for Alerts

Set up Automated Remediations that trigger to quickly address issues detected by monitors and alerts, significantly minimizing manual intervention. Furthermore, use Ticket Automations to evaluate meaningful state changes to tickets and apply updates in real-time, helping to automate mundane, repetitive tasks.

See Escape Mundane Tasks With Automation, Create Automated Remediations for Alerts, and 7 Powerful Ticket Automation Examples.

4. Customize Branded Email Communications and Maximize Deliverability

It is recommended to move away from the default, Syncro-provided email/Mailbox. Ideally, configure SMTP settings as this grants the most control over the email process and improves delivery rates by preventing emails from going to spam folders. Additionally, upon onboarding, customize your Email, Estimate, Invoice, and Ticket templates to personalize communications with your business's voice.

See Control Email, Boost Delivery and Syncro Email Options for Maximizing Deliverability.

5. Configure Global Administrator Privileges

As a best practice, maintain the fewest number of Global Admins as possible—but ensure you have at least two—as Global Admins have full, unrestricted access to all features, including sensitive financial and security data, and the ability to delete other users. For non-Global Admins, configure Security Groups to grant granular permissions, ensuring users only access what their role requires.

See Configure Security Groups and Security Permissions Reference.

6. Leverage Network Discovery for Efficient Onboarding

If you are on the Team Plan, use the Network Discovery feature to streamline the onboarding process for new Organizations. By installing just one Syncro Agent, you can run a scan to identify other devices on the network and easily deploy the Syncro Agent to them, reducing manual effort.

See Work with Network Discovery Profiles and Act on Network Discovered Devices.

7. Ensure User Data Consistency Prior to Microsoft Entra ID Sync

Before setting up the Microsoft Entra ID User Sync, it is critical to ensure that the email addresses of your existing Contacts/End Users in Syncro are up to date and match the corresponding Entra ID users. Syncro matches Entra ID Users to Syncro Contacts/End Users primarily by their unique email address.

See Unify Microsoft 365 Management (Microsoft 101) and Set Up Microsoft Entra ID User Sync.

8. Define Non-Billable Labor Time for Billing Accuracy

Set up non-billable labor products/rates and clearly define non-billable time to correctly separate internal or contract-included service time from what should be invoiced to your customers. This helps maintain accurate time tracking and billing practices.

See About Syncro's Non-Billable Labor Feature.

9.Utilize Purpose-Built Ticket Views for Technician Productivity

Technical Leaders should create and assign purpose-built Ticket Views (which provide real-time performance metrics) to Technicians on their team. This helps focus team members on specific types of tickets, such as grouping tickets by "Status" with "Customer Reply" populating at the top to ensure quick responses.

See Leverage Automation, Gain Focus (Ticketing 102) and Work with Ticket Views.

10. Test Scripts in a Sandbox Environment Before Deployment

For any scripts that carry a risk of causing unintended changes to an asset or require debugging, it is highly recommended to test your script on a dedicated internal system (or directly in PowerShell) before storing and running it within Syncro on client assets.

See Launch Scripts Across Your Fleet and Use Scripts.

Set Up Xero Online

2024-06-20T03:21:14Z

You can streamline your business accounting processes by automating data synchronization between Xero and Syncro.

This document describes how to set up Xero and sync Customers, Invoices, Payments, and Purchase Orders (POs) between Syncro and your Xero account.

Prerequisites

To maintain security compliance with Xero, this integration requires that you enable Multi-Factor Authentication (MFA) before connecting to your Xero account.

Before starting the integration, ensure your Xero account is fully set up with Tax Rates, Chart of Accounts, and any other information you want to sync to Syncro.

Entering a unique Business Name for a Customer Organization in Syncro is the only way to prevent the Contacts with duplicate names from being merged in Xero when First and Last Names match. This is true even with a different Email/Phone between the two Organizations, so be sure to follow the Best Practices in Work with Organizations.

Connect Your Xero Account to Syncro

To sync Customers, Invoices, Payments, and Purchase Orders (POs) between Syncro and your Xero account, follow these steps.

First, connect your Xero account in Syncro's App Center:

Navigate to Admin > Integrations - App Center.
Type “Xero” in the search bar. The Xero tile displays.
Click Xero Accounting:

4. Click Connect Now to authorize access to your Xero account:

Syncro redirects you to the Xero site to log in, then back to our Setup Wizard.

Run the Xero Settings Wizard

IMPORTANT: You can run this Wizard later, but you’ll get the best results by running it now.

In the Xero Settings Wizard, follow these steps:

Use the dropdown to select a Revenue Account for your invoices:
Use the dropdowns in the XERO ASSOCIATION column to map each type of Syncro tax rate (in the NAME column):
Use the dropdown to select the Default Xero Item Code. Choose a default product code for miscellaneous items.

Tip: It's best to choose a generic item like "Miscellaneous Sales" because this default product is a catch-all. Making it too specific might be confusing.
Use the dropdown to select the Bank Account:

Note: The "Clearing Accounts (Map Payment Methods)" link allows you to map Xero bank accounts per payment method type, as an alternative to mapping all payments to one bank account:
Use the dropdown to select Liability/Expense Accounts:
Check the “Enable Sync to Xero” box to activate the integration and connect the accounts:

Note: The Xero Settings wizard presumes you've already sent up tax rates and payment methods. If you have to correct some things and you're not ready to go live, you could uncheck this box, fine tune your Xero settings and return here. However, the simplest path is still to complete the wizard; you can always adjust Xero settings later.
Click Import Contacts (as Customers) and then Next to ensure 1-1 mapping between Xero and Syncro. (Syncro merges Customers based on email, name, and phone):
Click Import Items (as Products) to import products from Xero into Syncro, then click All Done (Head to Xero Settings Overview Page).

November 2025 Release Notes

2025-11-04T12:57:49Z

These improvements cover updates from the October 1 release.

New Features

Updating Installed Apps

We’ve expanded our Third Party Patch Management module to deliver greater control and reliability across your fleet.

The core update extends the 'Update if Present' policy setting to all of your custom-added apps, giving you full control over specialized software. You can optionally leverage the new Custom Match String feature to define precisely how an application is identified in Windows, eliminating update failures caused by minor version inconsistencies. We’ve also updated our default app catalog to reflect the most current software available, reducing manual overhead and improving operational efficiency and security.

Read more here: Third Party Patch Management.

Mobile App: Employee Time Clock

The new Employee Time Clock feature in the Syncro Mobile App provides a seamless, one-tap solution for technicians to manage their work hours directly from their mobile device. This reduces administrative overhead, improves time tracking accuracy, and allows technicians to stay focused on providing excellent service.

Read more here: Syncro Mobile: Time Clock.

Ticket View filters in Report Builder

We've added Ticket View filters to all of the Report Builder blocks for Ticket data. You can now ensure that the ticket metrics and ticket lists reflect the right tickets in customer reports created by the Executive Summary Report Builder and internal reports created by the Internal Report Builder.

For example, you can create a Ticket View to exclude your project tickets and apply that Ticket View to Visual, Text, and List Blocks in the Executive Summary Report Builder to create reports to show your customers the metrics and the details around the regular ticket work that you have done for them.

Read more here: The Report Builders.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life improvements and fixes we've made in this release:

Assets & RMM

Maintenance Mode is now available within Bulk Actions on the Assets & RMM page. This lets you quickly apply the mode to as many assets as you need with a single click, eliminating the time-consuming process of updating them one by one.
RMM alerts created via the API will now trigger Automated Remediation when the new parameter 'skip_automation' is set to 'false' in the rmm_alerts API call.
Fixed an issue with the Mac Agent where a hotkey combination could interrupt a chat session.
New clarifying message will now display when trying to create an asset manually with a serial number that matches an existing asset.
Saved Asset Searches better enforce requirements for a Display Name and an operator for Policy Folder when using as search criteria.
The 'Paste' functionality in the File System tab of Backgrounding Tools has been restored, allowing users to efficiently paste copied files and folders as expected.
The Emsisoft application version under the Antivirus and Installed Apps tabs of Assets now match.
Fixed an issue where edits to a cloned policy displayed in the Recent Activity section of Assets attached to the original policy.

Backup

New notification options have been added to the Notification Center for when the first backup has been completed and if a tenant has been disconnected.
For ease of use, a new Notification Set with the two new backup related notifications enabled has been added to the Notification Center for all Syncro Cloud Backup accounts. It can be assigned to all technicians who support Syncro Cloud Backup.

Calendars

Improved Google Calendar integration sync resilience to ensure appointments are being created and synced as expected.
Addressed an issue that could cause the Calendar modal popup to have its options cut off unexpectedly.

End Users

Enhanced the count on the End User tab of Organizations to be more dynamic based on how the table is filtered.

Invoices

Addressed a UI bug on Recurring Invoices that caused the hover-over icon at the top of the page to not display correctly.

Mobile App

Fixed a validation error that could cause the email checkbox on Ticket Communications to not be visible if the top level customer had no email but the assigned end user did.
Now showing “Leave Screen” confirmation dialog when navigating back from creation/edit screens.
Fixed cases where the Android keyboard could display incorrectly after leaving the Chat module.
Improved the UI to be more clear when the Ticket Description can be expanded on the Ticket Detail screen.
Improved page load performance when opening a Ticket Appointment from the Ticket Detail screen.
Fixed a case where Ticket Comment validation wouldn't display as expected.
Improved Asset loading performance.

Reports

Added time period options for Today, Yesterday, This Week, and Last Week to all blocks in both the Internal Report Builder and the Executive Summary Report Builder.
For users who don't have access to all reports, the sections in which the user can't access any of the reports in the section is now hidden so that the user only sees sections with reports that he or she can access.
Fixed an issue with rounding on the Ticket Time by Technician Report.
Fixed an issue with Ticket Tags not showing up in the Ticket List block for Report Builder.
Fixed an error causing Tech Hours Report to show Timer entries as billable despite Non-Billable setting.
Fixed an issue with the CSV export of the Asset Audit Report where the Warranty Status was not exporting.

Scripts

Added date validation when scheduling a script to prevent scheduling a script for a date in the past which could cause it to automatically queue and run.

Tickets

Added a new setting in Ticket Preferences which allows control over the autofill duration inside of the Labor Log modal. You can now choose from 15, 30, 45, or 60 minutes for the duration autofill.
Updated text coloring in the Labor Log to be easier to read in dark mode.
Updated the Tech drop down selection in the Labor Log to only show active Users.
If a technician/user is disabled, ticket communications will no longer be sent to that user.
Fixed an issue with the calculation of Resolution Time when the ticket is in a status configured to pause the SLA timer.
Fixed an issue where pinning a comment would affect the display of the comment details.
Fixed an issue with the Ticket Worksheet progress bar showing an invalid value with worksheets that only contained a Section label.
The Worksheet deletion action now aligns to other Worksheet update types and will update the Ticket if it's open in a different tab or if another user has it open to properly reflect that the Worksheet was deleted.
When the toggle to “Disable billing and invoicing for this account” is enabled in Account Settings, the Actions menu on the Ticket Details page no longer offer actions around Estimates and Invoices.
Fixed an issue with the Ticket View options available to assign to users and the handling when no Ticket Views are assigned to users on the Team Views tab of Ticket View Settings.
Fixed an issue with adding mentions that include Cyrillic letters.
Fixed an error which prevented the date/time stamp field in the Timer Log from automatically updating on the Ticket Detail without a page refresh.
Fixed an issue where the Pause button would not work on the Labor Log when there were more than 10,000 characters in the Note field.
Fixed an issue in the Email Rules which prevented Contacts from being assigned to Tickets as expected.
Updated the Ticket Worksheet creation & edit page to be more clear when things are successfully added and saved.
Changing the Customer Organization assigned to a Ticket with Relevant Assets now results in a pop up message offering the option to either move Assets to the new Customer Organization or remove the Assets from the Ticket.
A “Show More” link has been added on the End User Portal so that the entirety of long Ticket comments can display.
Fixed a display issue when editing Billable Time to 00:00:00 that caused the Total for Billable Time to not correctly reflect the new sum.
Fixed an issue where Issue Type did not display in Ticket Receipts for Tickets with Custom Fields assigned.
Fixed an issue where checked checkboxes on Ticket Worksheets did not display in printed output of the Ticket Worksheet.

Other

Updated Xero Invoice sync logic to adhere to Xero's updated security protocols.
Fixed an issue where purchase order emails to vendors were sent with raw html instead of matching the formatting in the preview.
Fixed an issue with Bitdefender alerts not firing in Syncro.
Addressed an issue that led to the hover-over text in the Issues/ToDos section to be cut off.
Fixed an issue where rich text in Leads was getting lost once a Customer was attached.

7 Powerful Ticket Automation Examples

2025-12-08T21:42:39Z

Ticket Automations allow you to standardize your helpdesk workflows and ensure critical issues never slip through the cracks. By automating repetitive tasks, you can significantly reduce manual errors, improve SLA compliance, and free up your technicians to focus on high-value, billable work.

Here are 7 examples of powerful Ticket Automations that you can implement right away:

Example	Description
Stale Ticket Alerts	If a ticket hasn't been updated in four hours, automatically trigger an alert to your team via email, SMS, Slack, or Microsoft Teams so nothing slips through the cracks.	Set This Up Now
Automated Follow-ups	If a ticket status is set to "Waiting on Customer" and they haven't replied in 48 hours, automatically send a polite reminder email and reset the waiting clock to give them another 48 hours to respond.	Set This Up Now
Priority Escalation (VIPs)	Automatically increase the priority of tickets that haven't been addressed promptly for VIP clients.	Set This Up Now
Team Handoffs	When a ticket status changes (or a ticket with a specific issue type arrives), automatically add a Ticket Tag so it appears in a Ticket View for the appropriate team and add a comment about the transition.	Set This Up Now
Alert Triage	Automatically tag tickets created from RMM alerts and route them to a specific "Alerts Board" Ticket View for focused triage	Set This Up Now
Auto-Dispatcher	Instantly route specific types of tickets (like printer issues) to the specialist on your team best suited to handle them.	Set This Up Now
Documentation Injection	Automatically add Organization-specific troubleshooting steps or documentation links to a ticket based on the Issue Type or Tags (e.g., adding printer IP addresses to a ticket tagged "printer").	Set This Up Now

Stale Ticket Alerts

If a ticket hasn't been updated in four hours, you can automatically trigger an alert to your team via email, SMS, Slack, or Microsoft Teams. Go set this up right now so nothing slips through the cracks!

Navigate to Admin > Tickets - Ticket Automations.
Click +New Ticket Automation.
Name the automation (e.g., "Stale Ticket Alert") and set the Automation Type to “Hourly.”
Click +Add New Condition and specify:
- “Not updated in hours”. Enter the number of hours you consider "stale" (e.g., "24" or "48").
- “Status is not Resolved” (or any other Ticket Status you want to filter out).
Click +Add New Action and select and complete the displayed fields for any of the following:
- "Email assignee" (e.g., to nudge the technician) or "Email custom email address" (to alert a manager).
- “Post to Slack” or “Post to Microsoft Teams.”
Click Save.

Syncro will now check your open tickets every hour and alert you if any match that timeframe.

Tip: While you can type your custom message into the the Subject and Body/Message fields, you can also make the email dynamic using Template Tags. These automatically pull in specific ticket details. For example:

{{ticket_number}} inserts the specific Ticket ID.
{{ticket_subject}} inserts the Ticket Title.
{{ticket_link}} inserts a direct link to the ticket.

Automated Follow-Ups

If a ticket status is set to "Waiting on Customer" and they haven't replied in 48 hours, you can automatically send a polite reminder email and reset the waiting clock to give them another 48 hours to respond.

Navigate to Admin > Tickets - Ticket Automations.
Click +New Ticket Automation.
Name the automation (e.g., "Follow up: Waiting on Customer (48 hrs)" and set the Automation Type to “Hourly.”
Click +Add New Condition and specify:
- “Ticket Status is Waiting on Customer.”
- "Not updated in hours is 48." (or whatever number of hours you want).
Click +Add New Action and select:
- “Email Customer/Contact.” Enter a Subject and Body (e.g., "Just checking in on your ticket...").
- “Update Ticket.” This updates the Last Updated timestamp on the ticket so the automation doesn't loop and email them every single hour.
- (Optional) “Add Private Comment.” E.g. “Automated follow-up sent.”
Click Save.

Tip: Use Template Tags to automatically pull in specific ticket details and make the content of your Subject and Body more dynamic.

Priority Escalation (VIPs)

To be certain your VIP clients are given exceptional service, you can automatically increase the priority of tickets that haven't been addressed promptly.

If you haven't already, ensure your priority customers are tagged:

Navigate to the Organization Details Page for your target customer.
In the Tags field, enter “VIP” (or any tag you choose) and press Enter.
Repeat these two steps for any Customer Organizations you want to flag as VIPs.

Then, create the Ticket Automation:

Navigate to Admin > Tickets - Ticket Automations.
Click +New Ticket Automation.
Name the automation (e.g., “Escalate VIP Stale Tickets”) and set the automation type to “Hourly.”
Click +Add New Condition and specify:
- “Status is not Resolved” (or any other Ticket Status you want to filter out).
- “Not updated in hours is 4” (or whatever number of hours you want).
- “Customer Tags includes VIP” (or whatever tag you used to identify your priority customers).
Click +Add New Action and select “Change Priority.” Then select “0 - Urgent”
Click Save.

This automation will now check every hour for any open ticket belonging to a customer tagged "VIP" that hasn't been updated in 4 hours, and set that ticket's priority to Urgent.

Team Handoffs

This automation ensures that when a Technician moves the ticket to the specified status, the ticket is correctly tagged for visibility by the next team. In addition to Ticket Automations, it uses custom ticket statuses, Ticket Tags, and Ticket View features of Syncro.

Navigate to Admin > Tickets - Ticket Automations.
Click +New Ticket Automation.
Name the automation (e.g., “Handoff: Move to Tier 2”) and select “Ticket Status Changed” as the automation type so it runs instantly (Team Plan), or “Hourly” (Core Plan) to run periodically.
In the Conditions section, click +Add New Condition and specify:
- "Ticket Status is Move to Tier 2" (or your specific custom status). See Ticket Settings to learn how to set up custom Ticket Statuses.
In the Actions section, click +Add New Action and specify any of the following:
- “Add Ticket Tag.” Then select the Ticket Tag that corresponds to your specific team (e.g. "Tier2"). This helps route it to the correct Ticket Views.
- "Add Private Comment." E.g., “Ticket escalated to Tier 2.”
Click Save.

Tip: Alternatively, you could move tickets to specialized teams based on the Issue Type of tickets. In this case, the Condition would be “Ticket Issue Type is Hardware” (or your specific custom issue type). See Ticket Settings to learn how to set up custom Ticket Issue Types.

Alert Triage

This automation automatically tags tickets created from RMM alerts (like "Microsoft 365" or "Defender for Cloud Apps") and routes them to a specific "Alerts Board" Ticket View for focused triage. In addition to Ticket Automations, it uses the Ticket Tags and Ticket View features.

If you haven't already, ensure your Alerts Board is set up:

Navigate to the Tickets tab.
In the Ticket Views panel on the left side, click +.
Name the Ticket View (e.g. “Alerts Board”).
In the Ticket Tag Parameters section, select a Ticket Tag (e.g., “alerts-board”).
Click Create Ticket View.

Then, create the Ticket Automation:

Navigate to Admin > Tickets - Ticket Automations.
Click +New Ticket Automation.
Name the automation (e.g., “Triage to Alerts Board”) and select “Ticket Created” as the automation type (Team Plan), or “Hourly” (Core Plan) to run periodically.
In the Conditions section, click +Add New Condition and specify:
- Ticket Subject contains ”Microsoft 365" or “Defender for Clous Apps” (or any other relevant phrases that you expect to appear in the Ticket Subject/Title field when a new ticket is created).
In the Actions section, click +Add New Action and specify:
- “Add Ticket Tag.” Then create (or select) the Ticket Tag that corresponds to your alerts board (e.g., “alerts-board”). This helps route it to the correct Ticket View.
Click Save.

This setup ensures that all tickets generated from the specific alerts are immediately tagged and visible in the designated view.

Auto-Dispatcher

This automation acts as a "pseudo-dispatcher," instantly routing specific types of tickets (like printer issues) to the specialist on your team best suited to handle them.

Navigate to Admin > Tickets - Ticket Automations.
Click +New Ticket Automation.
Name the automation (e.g., "Dispatch: Printer Issues to [Name]") and select “Ticket Created” as the automation type. (This ensures it routes immediately upon arrival).
In the Conditions section, click +Add New Condition and specify:
- Ticket Issue Type is "Printer_Scanner" (or whichever type you want to route)
In the Actions section, click +Add New Action and specify:
- Assign to [Select the specific Technician].
- (Optional) Add Ticket Tag "printer" (to help with sorting later).
Click Save.

Template Tags Reference

2024-12-03T21:54:26Z

Template Tags are placeholders you can use within Email/PDF Templates or Tickets to fill in information that’s unique and/or that may change. In other words, Template Tags are variables for Syncro data you can use in communications with your customers.

Note: In Syncro, Template Tags are listed alphabetically.

This document provides brief descriptions of each Template Tag you might want to use, organized by relatedness.

Account

Tag	Description
{{account_address}}	Inserts the business name and address of the Syncro account owner.
{{account_name}}	Inserts the name of the Syncro account owner, as specified in Admin > Account Settings.
{{account_street}}	Inserts the street address of the Syncro account owner.
{{account_city}}	Inserts the city of the Syncro account owner.
{{account_state}}	Inserts the state of the Syncro account owner.
{{account_zip}}	Inserts the zip code of the Syncro account owner.
{{account_phone}}	Inserts the phone number of the Syncro account owner.
{{account_email}}	Inserts the primary email of the Syncro account owner.
{{account_subdomain}}	Inserts the subdomain of the Syncro account owner, as specified in Admin > Account Settings.
{{account_tech}}	Inserts the full name of the first Global Admin user when the Syncro account was first created.
{{account_url}}	Inserts the Syncro URL (e.g., https://yourdomain.syncromsp.com/).
{{account_vat_reg_no}}	Inserts the VAT/Tax Registration number, as specified in Invoice Settings.
{{account_website}}	Inserts your website, as specified in Admin > Account Settings.

Appointments

Note: These tags can be used in the Appointment-related Email Templates, which you can find under Admin > PDF/Email Templates. See Customize PDF Templates for more information.

Tag	Description
{{appointment_end_time}}	Inserts the value that was selected in the Appointment End Time field when the appointment was created, prepended with the day of the week (e.g., Mon 03-10-25 11:45 AM).
{{appointment_start_time}}	Inserts the value that was selected in the Appointment Start Time field when the appointment was created, prepended with the day of the week (e.g., Mon 03-10-25 10:45 AM).
{{appointment_description}}	Inserts the value that was entered in the Description text area when the appointment was created.
{{appointment_duration}}	Inserts the approximate appointment duration (e.g., about 1 hour).
{{appointment_hour_with_am_pm}}	Inserts the hour and minute of the appointment with the AM/PM suffix (e.g., 10:45 AM).
{{appointment_hours_from_now}}	Inserts the number of hours from now that the appointment is scheduled for. If more than 24 hours, the time will be shown in days (e.g., 3 days).
{{appointment_location}}	Inserts the value that was entered in the Location field when the appointment was created.
{{appointment_summary}}	Inserts the value that was entered in the Summary/Subject field when the appointment was created (e.g. Appointment Tag Tests).
{{appointment_type}}	Inserts the value that was selected in the Appointment Type field when the appointment was created (e.g., Our Office).

Assets

Tag	Description
{{assets}}	Inserts the Name, Properties, and Asset Custom Fields for the relevant asset.
{{asset_custom_field_XXXXXX}}	Inserts a value corresponding to the value in the given custom field. Note: All custom_field tags have the name of the custom field appended to the end of the tag to make them unique, for example: "asset_custom_field_splashtop_uuid".
{{asset_id}}	Inserts the ID of the relevant asset.
{{asset_name}}	Inserts the name of the relevant asset.
{{asset_properties}}	Inserts the properties (HDD, MFG, Mdeol, OS, Last Boot, CPU Name, Device Name, and any Asset Custom Field values) for the relevant asset.
{{asset_serial}}	Inserts the serial number of the relevant asset. (This may be a legacy version.)
{{asset_serial_v2}}	Inserts the serial number of the relevant asset. (No different from previous.)
{{asset_type}}	Inserts the asset type of the relevant asset.
{{asset_address}}	Inserts line 1 of the relevant asset's address.
{{asset_address_2}}	Inserts line 2 of the relevant asset's address.
{{asset_city}}	Inserts the city of the relevant asset's address.
{{asset_state}}	Inserts the state of the relevant asset's address.
{{asset_zip}}	Inserts the zip code of the relevant asset's address.
{{asset_snmp_auto_resolve_offline}}	(For SNMP assets only) Inserts “True" or “False” based on whether the "Auto-resolve Alert When Clear" box is checked for SNMP Offline Alerts.
{{asset_snmp_community}}	(For SNMP assets only) Inserts “Community” from SNMP Details.
{{asset_snmp_enabled}}	(For SNMP assets only) Inserts “True” or "False" based on whether the “SNMP Enabled” box is checked. See also: Enable SNMP on an Asset.
{{asset_snmp_host}}	(For SNMP assets only) Inserts "Hostname / IP" from SNMP Details.
{{asset_snmp_offline_minutes}}	(For SNMP assets only) Inserts the time (in minutes) set for the “Alert If Network Device is Offline For” setting for SNMP Offline Alerts.
{{asset_snmp_port}}	(For SNMP assets only) Inserts "SNMP Port" from SNMP Details.
{{asset_snmp_version}}	(For SNMP assets only) Inserts "SNMP Version" from SNMP Details.

Business Hours

Tag	Description
{{business_hours}}	Inserts business hours as defined in Admin > Business Hours.
{{business_hours_compact}}	Inserts business hours with abbreviated days of the week (e.g., Mon-Fri: 9:00am-6:30pm, Sat-Sun: Closed).
{{business_hours_full}}	Inserts business hours for all days of the week, including weekends. Will notate if Closed.

Comments

Tag	Description
{{initial_comment_body}}	Inserts the first "System" or "Initial Issue" comment from the related ticket.
{{initial_comment_date}}	Inserts the related date of a given initial comment (e.g., Sun 08-25-24 08:44 AM).
{{initial_comment_tech}}	Inserts a tech name if a tech makes the initial comment (i.e. if the initial comment is not a Private or System note).

Customers

Note: Whenever you include a Customer tag (e.g., in the Invoice PDF template) but Syncro sees there's an assigned Contact, Syncro will replace the tag with the Contact's information even if the Customer-level information is available. For example, if you have a Contact assigned to an Invoice, Syncro will use that Contact's address when you use {{customer_address}}.

Tag	Description
{{customer_business_name}}	Inserts the Customer's Business Name.
{{customer_business_name_and_full_name}}	Inserts the Customer's Business Name AND the First Name AND Last Name associated with the Customer.
{{customer_business_name_or_customer_full_name}}	Inserts the Customer's Business Name if not null. If null, inserts the First Name AND Last Name associated with the Customer instead.
{{customer_full_name}}	Inserts the Customer's full name (First Name and Last Name).
{{customer_first_name}}	Inserts the Customer's first name.
{{customer_full_address}}	Inserts the complete address for the Customer (Line 1, Line 2, City, State, and Zip).
{{customer_address}}	Inserts Line 1 of the Customer's street address.
{{customer_address_2}}	Inserts Line 2 of the Customer's street address.
{{customer_city}}	Inserts the city of the Customer.
{{customer_state}}	Inserts the state of the Customer.
{{customer_zip}}	Inserts the zip code of the Customer.
{{customer_billing_name}}	Inserts the Name of the Customer's Billing address.
{{customer_billing_address}}	Inserts Line 1 of the Customer's Billing street address.
{{customer_billing_address2}}	Inserts Line 2 of the Customer's Billing street address.
{{customer_billing_city}}	Inserts the city of the Customer's Billing address.
{{customer_billing_state}}	Inserts the state of the Customer's Billing address.
{{customer_billing_zip}}	Inserts the zip code of the Customer's Billing address.
{{customer_phone}}	Inserts the Customer's phone number.
{{customer_mobile}}	Inserts the Customer's mobile number.
{{customer_email}}	Inserts the Customer's email.
{{customer_prepay_hours}}	Inserts the balance of any Prepay Hours (Block Hours) the Customer has.
{{customer_credit}}	Inserts the customer credit balance without unsettled payments.
{{customer_unapplied_credits}}	Inserts the customer's remaining credit balance after payments are made on the given Invoice.
{{customer_open_balance}}	Inserts any open/outstanding balance specific to the Invoice.
{{customer_custom_field_XXXXXX}}	Inserts a value corresponding to the value in the given custom field. Note: All custom_field tags have the name of the custom field appended to the end of the tag to make them unique, for example: "customer_custom_field_preferred".
{{customer_name_label}}	Inserts the shortest possible yet meaningful Contact/Business/Customer Name for use in the tight space of a label.
{{customer_shipping_name}}	Inserts the Name of the Customer's Shipping address.
{{customer_shipping_address}}	Inserts Line 1 of the Customer's Shipping street address.
{{customer_shipping_address2}}	Inserts Line 2 of the Customer's Shipping street address.
{{customer_shipping_city}}	Inserts the city of the Customer's Shipping address.
{{customer_shipping_state}}	Inserts the state of the Customer's Shipping address.
{{customer_shipping_zip}}	Inserts the zip code of the Customer's Shipping address.

Email PDF Templates

Note: These tags also work for Invoices (one-time and recurring).

Tag	Description
{{last_month}}	Inserts the previous month.
{{current_month}}	Inserts the current month.
{{next_month}}	Inserts the next month.
{{current_year}}	Inserts the current year.
{{next_year}}	Inserts the next year.

Invoices

Note: See also Email PDF Templates.

Tag	Description
{{invoice_account_summary_lines}}	Inserts Balance Forward, New Charges, Total Amount Due from from Invoices.
{{invoice_balance_due}}	Inserts the Balance Due from the related invoice.
{{invoice_cc_emails}}	Inserts the CC'd email from the related invoice.
{{invoice_check_number}}	Inserts the Check Number from the related invoice, if paid by check.
{{invoice_date}}	Inserts the invoice creation date.
{{invoice_date_paid}}	Inserts the date the invoice was paid (e.g., 11-25-2024).
{{invoice_disclaimer_template}}	Inserts the Invoice Disclaimer template, which you can find in a subtab of the same name in the Invoices PDF Templates section. See Customize PDF Templates for more information.
{{invoice_due_date}}	Inserts the invoice due date.
{{invoice_id}}	Inserts the invoice ID.
{{invoice_line_items}}	Inserts line items that have been added to an invoice in their standard formatting (i.e., with the headers: Item, Details, Qty, Unit Price, Net Amount. Below each header the relevant values display). Also includes GST/PST tax rates for Canada.
{{invoice_line_items_qty_only}}	Inserts the quantity of line items that have been added to an invoice (unit and net prices are excluded).
{{invoice_line_items_table}}	Similar to {{invoice_line_items}}, but with different, tighter formatting.
{{invoice_message}}	Inserts what was entered in the "Invoice Message" within the Line Items section of an invoice.
{{invoice_misc_credits}}	Inserts any customer credits that were used in the payment of a given invoice.
{{invoice_name}}	Inserts the name of an invoice (located in the Invoice Details section of a given invoice).
{{invoice_number}}	Inserts the invoice number.
{{invoice_paid}}	Inserts “True” or “False” depending on whether the invoice has been paid.
{{invoice_paid_stamp}}	Inserts an image reading “PAID.” (This is not available in the default template.)
{{invoice_payment_method}}	Inserts the method used to pay the invoice (e.g., Credit, Check, Store Credit, etc.).
{{invoice_payment_term}}	Inserts the configured Payment Term (e.g., 15 Days).
{{invoice_payments_amount}}	Inserts the amount paid on the invoice.
{{invoice_po_number}}	Inserts the PO number (located in the Invoice Details section of a given invoice).
{{invoice_subtotal}}	Inserts the subtotal of the invoice, which does NOT include calculated tax, payments, or credits.
{{invoice_tax}}	Inserts the calculated tax for the invoice.
{{invoice_total}}	Inserts the invoice total, which includes calculated tax.
{{invoice_user_name}}	Inserts the name of the user who created the invoice. For recurring invoices, this will read “Auto Scheduled.”
{{invoice_warranties_table}}	Inserts the warranty data as a table (i.e., Name of warranty, Expiration date (e.g., as 12-09-2025).

Line Items

Tag	Description
{{line_item_rows}}	Inserts line items related to the invoice as a table.
{{line_item_rows_no_padding}}	Inserts related line items as text with less whitespace.
{{line_items_with_tax}}	Inserts the line item with the tax amount included.

Payments

Tag	Description
{{pay_with_credit_card}}	Inserts the Pay Online link.
{{pay_with_paypal}}	Inserts the PayPal link.

RMM

Tag	Description
{{rmm_alert_description}}	Displays the alert's Check Type.
{{rmm_alert_formatted_output}}	Displays the alert's Failure Description/Body.

Signatures

Tag	Description
{{signature_date}}	Inserts the date of the signature captured from a given Invoice.
{{signature_img}}	Inserts an image of the captured signature from a given Invoice.
{{signature_line}}	Inserts the signature line from a given Invoice.
{{outtake_signature_line}}	Inserts the signature from the Outtake Form.

Techs

Tag	Description
{{tech_bio}}	Inserts the bio entered in the tech's profile, respecting formatting.
{{tech_name}}	Inserts the assigned tech's name.
{{tech_photo_url}}	Inserts the URL to the tech's photo.

Tickets

Tag	Description
{{disclaimer}}	Inserts the Ticket Receipt Disclaimer.
{{ticket_barcode_string}}	Inserts the related barcode strong (not an image).
{{ticket_creator_name}}	If the creator is Syncro, this is blank. Otherwise inserts the Tech/User name.
{{ticket_custom_fields_XXXXXX}}	Inserts a value corresponding to the value in the given custom field. Note: All custom_field tags have the name of the custom field appended to the end of the tag to make them unique, for example: “ticket_custom_field_Malwarebytes_LicenseKey”.
{{ticket_date}}	Inserts the date the Ticket was created.
{{ticket_disclaimer_template}}	Inserts the disclaimer configured in the Ticket templates.
{{ticket_due_date}}	Inserts the date the Ticket is due.
{{ticket_images_rendered}}	Inserts images from the “Attachments” section of the Ticket into the Ticket's PDF.
{{ticket_link}}	Inserts a link to the ticket.
{{ticket_location}}	Inserts the ticket's Location, if relevant. (This is often specific to big chain accounts.) Otherwise, displays “Default.”
{{ticket_meta_details}}	Inserts the ticket’s metadata such as Status, Approved (True/False), Has Power Adapter (True/False), etc.
{{ticket_number}}	Inserts the ticket’s number.
{{ticket_number_and_prop_bin}}	Inserts a ticket number and prop bin. Note: You must create and name a Ticket Custom Field "Bin" for Syncro to trigger the prop_bin part of the tag. If the ticket does not have a Custom Field assigned, this tag will display the Ticket number.
{{ticket_problem}}	Inserts the ticket’s Description.
{{ticket_public_comments_for_email}}	Inserts the ticket’s public communications/comments/notes in a list in ascending order. See also: About the Ticket Communications Section.
{{ticket_public_comments_table}}	Inserts ticket’s public communications/comments/notes as a table.
{{ticket_public_fulltext_comments}}	Inserts ticket’s public communications/comments/notes as a list.
{{ticket_public_fulltext_comments_table}}	Inserts ticket’s public communications/comments/notes with no line separator.
{{ticket_status}}	Inserts the ticket's Status into the template.
{{ticket_subject}}	Inserts the ticket’s Subject into the template.
{{ticket_url}}	Inserts the ticket's URL into the template.
{{ticket_worksheet_tables}}	When a Ticket Worksheet is used, inserts it as a table in a Ticket Template. See also: Create a Ticket Worksheet.
{{ticket_worksheet_tables_compressed}}	When a Ticket Worksheet is used, inserts it as a table with minimal spacing in a Ticket Template.

Ticket Timer Tags

Note: Calendar dates display in a fixed format, unaffected by regional settings.

Tag	Description
{{ticket_timer_notes}}	Inserts the Notes on the timer entry.
{{ticket_timer_tech}}	Inserts the Assigned Tech for the timer entry.
{{ticket_timer_date_and_times}}	Inserts the Start Date (as Month-day) and time range for an entry (e.g., Oct-28 7:25 AM-8:25 AM).
{{ticket_timer_date}}	Inserts the Start Date for a timer entry as Month Day, Year (e.g., October 28, 2024).
{{ticket_timer_start_time}}	Inserts the Start Time for an entry (e.g., 7:40 AM).
{{ticket_timer_end_time}}	Inserts the End Time for an entry (e.g., 8:40 AM).
{{ticket_timer_total_hours}}	Inserts the Total Time in Hours, up to 4 decimal places (e.g., 55 mins as 0.9167, 65 mins as 1.0833).
{{ticket_timer_total_minutes}}	Inserts the Total Time in Minutes for an entry.

Miscellaneous

Tag	Description
{{gray_social_links}}	Inserts gray social media icons that link to the addresses set under “Update Social Settings” on the Mailer.
{{intake_form_terms}}	Inserts the Intake Form Disclaimer into an Intake Form Template.
{{outtake_form_terms}}	Inserts the text from the Outtake Form Template (assuming the Outtake Form was completed).
{{logo_100}}	Inserts the Logo specified in the Branding section of your Syncro Account Profile Settings.
{{logo_url}}	Inserts the URL for the logo specified in the Branding section of your Syncro Account Profile Settings.
{{opt_out}}	Inserts an Unsubscribe link.
{{opt_out_url}}	Inserts a URL to Unsubscribe.
{{problem_type}}	Inserts the Issue Type specified for the Ticket (e.g., Remote Support, Contract Work, etc.). See also: Ticket Settings Reference.
{{reply_above_line}}	Inserts "-----REPLY ABOVE THIS LINE TO SEND A RESPONSE----"
{{syncro_installer_url}}	Inserts the URL of the Syncro Agent installer.
{{tax_label}}	Inserts the text: “Tax” into the template, even if the given invoice has no tax.

Manage Scripts

2024-11-20T21:05:39Z

Scripting is one of the core RMM features in Syncro. We designed our Scripting module to have maximum flexibility and interoperability with tools you already use, including:

PowerShell: Microsoft's scripting language for Windows administration. This is Syncro's primary and most supported file type because of its power and relative ease of readability for technicians.
Batch: You probably have some .bat files; these are common and do work, but leave aren't as good for automations.
VBScript: Powerful, but difficult to write if you're not a programmer. Syncro can't help you with these.
Mac Bash: A UNIX shell and command language available for sending commands to Mac assets.

Prerequisites

Syncro's scripting engine requires PowerShell version 4.0 to run.

Devices such as Win 7 / Server 2008 have PowerShell 3.0 by default, which uses .NET Framework 2.0. Install Windows Management Framework 5.1 to update these assets.

Our scripting engine also supports Bash scripting for MacOS. When creating a new script or editing an existing one, just select Mac Script for the File Type.

About the Scripts Table

When you navigate to the Scripts tab/module, you'll see the Scripts table:

The Scripts table displays:

Name: The name of the script.
Favorite: If the script is marked as a favorite, displays a yellow star.
Category: If available, the script categories associated with the script.
Description: A more detailed description of what the script will do when run.
Created: The date/timestamp for when the script was created. If you imported the script from the Community Script Library, this is the date of your import.
Scheduled Runs: The number of scripts currently in the queue. This number does NOT include scripts that are scheduled on a Policy or an Asset. See also Run a Script.

From this page you can:

Search: Enter some text in the Search box, then click Search. Syncro filters the table to display matching scripts only. Remove your text and click the button again to return to the full list.
Filter: By default, the filter is set to “All Categories,” but you can choose to display only specific ones. Syncro has four default categories (Batch, Mac Script, PowerShell, and VBScript) but you can also create your own custom ones. See Use Script Categories.
Bulk Edit Script Categories
Create a New Script
Add a Required File
View: The Community Script Library, any custom Script Categories, or previously uploaded Script Files.

Create a Script

To create a new script, follow these steps:

Navigate to the Scripts tab/module.
Click +New Script.
Enter a Name to help you identify the script later.
Optionally, complete the other fields:
- Description: Enter a more detailed description of your script's purpose, what it does, etc.
- Category: Select one or more custom Categories you can use to locate the script. See Use Script Categories.
- Mark as Favorite: Check the box to find the script in your list of Favorites later. See Favorite or Unfavorite a Script.
- Available on Every Customer Portal: Check this box to allow End Users to run the script directly from the End User Portal. End Users see the script in their Assets section. You can choose to do this later; use the horizontal ellipsis menu in the Script list to select “Make Available on Customer Portal.” Note that scripts using runtime variables are can't be used in the Portal.
- Add Script Variable: Click this button to display a new row for the Name and Type of each variable you want to add. (Note that variables are PowerShell-based only.) Make sure to add your variables in the text editor for your Script (e.g., echo “$runtime”). Type options include:
  - Dropdown: Allows you to build a set of predefined values to select from at runtime. Click Edit Dropdown Values to add/edit/delete each value, and select one as the default value to be prefilled when running the script.
  - Password: Variables that mask their characters from view within Syncro.
  - Platform: Standard and custom properties stored in Syncro, including tags and custom fields. Select the one you want from the Value dropdown menu.
  - Runtime: Like command line arguments; you'll be prompted to enter values when you schedule the script.
- +Add A Required File: Click this button to upload/attach a file to your script. See Add a Required File.
- File Type: Choose from PowerShell, Batch, VBScript, Bash script, or Import.
- Run As: Select to run your script as "System" (like in a background service with system-level access) or as “Logged In User.”
  Note: Logged In User only works if a user is currently logged in. For most system maintenance and alerting, you'll want to choose System. Only use Logged In User if you need to know something about a logged in user or you want to alert them.
- Max Script Run Time (minutes):
- Enable Maintenance Mode Options: You won't be notified/alerted for assets in maintenance mode, so when you check this box you'll have a few choices:
  - Enable Maintenance Mode: The default, which allows you to choose a time-based Duration.
  - Disable Maintenance Mode: Useful for follow up scripts that may be used during your work on the asset. Maintenance Mode will turn off at the completion of the script with this selected.
  - Enable for the Duration of the Script: Starts Maintenance Mode at the beginning of the script and turns it off at the end of the script run.
    Note: Enabling maintenance mode for a script that's also creating alerts that trigger automated remediations is not recommended. While Maintenance Mode is enabled, any created Alerts from the script will be closed automatically and the automated remediation will not trigger.
- Script: A numbered-line text/editor area for your actual script. (Quick Help is available at the bottom of the page.)
Click Create Script.

Edit a Script

To edit an existing script, follow these steps:

Navigate to the Scripts tab/module.
Click the hyperlinked Name field for the script you want to modify. (Alternatively, click the horizontal ellipsis at the end of the row, then select Edit.)
Notes:
- If the Name field is not hyperlinked and the Edit option is unavailable for all scripts, this is because you don't have the proper security permissions.
- If the Name field is not hyperlinked and the Edit option is unavailable for some scripts but not others, this is because you're assigned to a Security Group for “Select Customers" and you can't edit a script that is also “in use” by other Customer Organizations. When this is the case you can Clone the script, make desired edits, then run that script on the Assets you have permission to access. “In use” means the script is either:
  - Scheduled to run for an Asset associated with an Organization outside your assigned Security Group(s), or
  - Associated with a Policy assigned to an Asset for an Organization outside your assigned Security Group(s).
- Syncro Users with “Select Customers” access to scripts always have the ability to edit and save scripts used only by their assigned Organizations to facilitate Co-Managed Support.
On the Editing Script page, change any fields as described in Steps 3 and 4 of Create a Script.
Click Update Script.

Clone a Script

To clone (duplicate) an existing script, follow these steps:

Navigate to the Scripts tab/module.
Click on the row for the script you want to make a copy of, then click Clone. (Alternatively, click the horizontal ellipsis at the end of the row, then select Clone.) Syncro displays the Editing Script page with “Copy” appended to the Name.
Revise the Name and any other values you'd like.
Click Update Script.

Delete a Script

To delete a script you no longer want, follow these steps:

Navigate to the Scripts tab/module.
Click the horizontal ellipsis at the end of the row, then select Delete.
Click OK.

Favorite or Unfavorite a Script

When you mark a script as a Favorite, a yellow star appears in the Script's table's star column, so you can easily see it.

To mark a script as a favorite, follow these steps:

Navigate to the Scripts tab/module.
Click on the row for the script you want to favorite. Then check the “Mark as Favorite” box. (Alternatively, click the horizontal ellipsis at the end of the row, then select "Add Favorite.")
Click Update Script.

To unfavorite a script, follow the same steps but uncheck the box or select “Remove Favorite.”

Add a Required File

You can upload files and use these files inside your scripts. The attached file will download in the location you specify before the script runs on an asset. This enables downloading of functions, libraries, or executables that are needed to execute your scripts.

Note: The maximum size of a script file is 200MB.

To upload/attach a file, follow these steps:

Navigate to the Scripts tab/module.
In the upper right, click Add New File.
In the pop-up window that opens, select that file, then click Upload. Click OK. This file will be available whenever you create or edit a script.

Tip: To view, download, or delete previously uploaded files, select Script Files from the View button menu.

To use the file within a script, follow these steps:

Navigate to the Scripts tab/module.
Locate the script in the list, then click it to display its edit page.
Click +Add Required File, then enter the full path in the Destination File Name field and select the File:

Notes:
- Be sure to enter the FULL PATH for the Destination File Name field, including the file name itself. For example, if the name is script.bat, the path might be: C:\Users\syncro\script.bat. Entering only C:\Users\syncro will result in errors.
- On Windows, you can use Environment Variables here.
Click Update Script.

Environment Variables

Environment variables (Windows only) listed below include options that allow you to specify any file location on the asset. This is useful for placing a Required File in directory other than the app path. However, placing the file in the default location is advised for most cases.

Variable	Example / Description
%ALLUSERSPROFILE%	C:\ProgramData
%APPDATA%	C:\Users\{username}\AppData\Roaming
%CD%	The current directory (string).
%ClientName%	Terminal servers only; the ComputerName of a remote host.
%CMDEXTVERSION%	The current Command Processor Extensions version number. (NT = "1", %Win2000%+ = "2".)
%CMDCMDLINE%	The original command line that invoked the Command Processor.
%CommonProgramFiles%	C:\Program Files\Common Files
%COMMONPROGRAMFILES%(x86)	C:\Program Files (x86)\Common Files
%COMPUTERNAME%	The name of the computer.
%COMSPEC%	C:\Windows\System32\cmd.exe or if running a 32 bit WOW - C:\Windows\SysWOW64\cmd.exe
%DATE%	The current date using same region specific format as DATE.
%ERRORLEVEL%	The current ERRORLEVEL value, automatically set when a program exits.
%HighestNumaNodeNumber%	The highest NUMA node number on this computer.
%HOMEDRIVE%	Returns the drive letter where the user profile is stored, followed by a colon (e.g., C:).
%HOMEPATH%	\Users\{username}
%LOCALAPPDATA%	C:\Users\{username}\AppData\Local
%LOGONSERVER%	\\{domain_logon_server}
%NUMBER_OF_PROCESSORS%	The number of processors running on the machine.
%OS%	Operating system on the End User's workstation.
%PATH%	Returns a list of folder locations the system will search through when you type a command, without giving its full path.
%PATHEXT%	.COM; .EXE; .BAT; .CMD; .VBS; .VBE; .JS; .JSE ; .WSF; .WSH; .MSC
%PROCESSOR_ARCHITECTURE%	Returns the architecture of the currently running progress (e.g. 'AMD64' or 'x86').
%PROCESSOR_ARCHITEW6432%	Returns the underlying architecture when a 32-bit process is running on a 64-bit Windows system.
%PROCESSOR_IDENTIFIER%	Processor ID of the End User's workstation.
%PROCESSOR_LEVEL%	Processor level of the End User's workstation.
%PROCESSOR_REVISION%	Processor version of the End User's workstation.
%ProgramData%	C:\ProgramData
%ProgramFiles%	C:\Program Files
%ProgramFiles%(x86)	C:\Program Files (x86)
%ProgramW6432%	Returns the Program Files folder for 64-bit applications (e.g. 'C:\Program Files").
%PROMPT%	Code for current command prompt format, usually $P$G%C%:>
%PSModulePath%	%SystemRoot%\system32\WindowsPowerShell\v1.0\Modules\
%Public%	C:\Users\Public
%RANDOM%	A random integer number, anything from 0 to 32,767 (inclusive).
%SessionName%	Terminal servers only - for a terminal server session, SessionName is a combination of the connection name, followed by #SessionNumber. For a console %session%, SessionName returns "Console".
%SYSTEMDRIVE%	Returns the drive letter of the system's boot drive followed by a colon (e.g. "C:").
%SYSTEMROOT%	By default, Windows is installed to C:\Windows but there's no guarantee of that; Windows can be installed to a different folder, or a different drive letter. %systemroot% is a read-only system variable that will resolve to the correct location. NT 4.0, Windows 2000 and Windows NT 3.1 default to C:\WINNT.
%TEMP% and %TMP%	C:\Users\{Username}\AppData\Local\Temp. Under XP this is \{username}\Local Settings\Temp.
%TIME%	The current time using same format as TIME.
%UserDnsDomain%	If an End User is a logged into a domain, returns the DNS name of the domain (i.e., corp.example.com).
%USERDOMAIN%	{userdomain}
%USERDOMAIN_roamingprofile%	The user domain for RDS or standard roaming profile paths. Windows 8/10/2012 (or Windows 7/2008 with Q2664408).
%USERNAME%	Returns the currently logged-in user's account name. In the event that no user is logged in, this will either be unset (empty) or return the system account name (depending on the context).
%USERPROFILE%	%SystemDrive%\Users\{username} This is equivalent to the $HOME environment variable in UNIX/Linux.
%WINDIR%	%WinDir% pre-dates Windows NT and seems to be superseded by %SystemRoot%. Set by default as windir=%SystemRoot%.

Use Script Categories

Script Categories help you to manage your ever-growing list of scripts for quick and easy access to the ones you want.

Script Categories allow you to organize scripts based on their complexity. For example, you could create a Tier 1 category for junior Technicians who need access to more straightforward scripts, and reserve a different category containing more complex scripts for your senior Techs. For Co-Managed Support, Script Categories can be used to control which Syncro Users can access and edit the script.

The Script Categories you create here appear in the Scripts Table's Filter option and are also available when you run scripts.

Create New Script Category

To create a new script category, follow these steps:

Navigate to the Scripts tab/module.
From the View menu, select “Script Categories.” Syncro displays any existing custom categories.
To create a new one, click +New Category.
In the pop-up window, enter a Name and Description for your new category.
Then, check the boxes to select All or specific Security Groups who should have access to scripts in this category. (Selecting "All" automatically includes new script categories.)
Click Save Script Category. Syncro displays this in the Script Categories table, which also shows you how many scripts are in your category, and allows you to edit/delete the category.
Add scripts to your new category. Either:
- Edit a script, select your Category from the Category dropdown menu, and click Update Script, or
- Bulk Edit Script Categories.

Note: You can create as many categories as you want.

Bulk Edit Script Categories

To add multiple scripts to a Script Category at once, follow these steps:

Navigate to the Scripts tab/module.
Click the checkboxes to select the script(s) you want to modify. (Check the box in the header row to select all.)
Click Bulk Edit Categories.
In the pop-up window, select the Category name(s) by checking the box(es).
Select the appropriate Action:
- “Add Categories to Selected Scripts,” then click Assign.
- "Remove Categories from Selected Scripts," then click Remove.

Disable Scripts for Organizations in One Click

You can easily disable all scheduled scripts for a specific Organization with the click of a button.

Navigate to the Organizations tab, then click one to display their Details Page.
On the Overview subtab, at the bottom of the Overview section, you'll see whether scripting is currently enabled or disabled:
Click Enabled. The button will change to Disabled, and Syncro will skip all upcoming scheduled scripts until you flip this switch again.

Notes:

The Asset's Script History shows any date(s) the script was skipped.
If you need to run a one-off script for an Organization that's been set to Disabled, you will be prompted to override the disabled scripting status.
These options require that a Syncro User has the "Customers - Disable Scripting" and “Customers - Manually Run Scripts When Disabled” security permissions.

Troubleshooting Scripts

Scripts from the Community Script Library come with specific instructions and variable requirements. If you have one that's failing, verify that you've accounted for all variables and prerequisites. You can always find script-specific instructions in the Community Script Library.

If Syncro cmdlets are failing, check that you've:

Imported Syncro's module at the top of the script,
Accounted for variables (such as for subdomain, email with your account subdomain, and email of a user on your account), and
Not made any changes to the cmdlets, since all variables are required.

If you're still having trouble scripting with any of Syncro module cmdlets or commands, let Support know:

The name of the script on your account,
An example asset that you've run the script on, and
The expected behavior compared to the actual outcome.

Notes:

There's a PowerShell Quick Help at the bottom of all script New/Edit pages that provides examples, including how to use our cmdlets.
Unfortunately, Syncro Support is unable to help you troubleshoot any Community Scripts or Custom Scripts.

Restore Entra ID Policies

2025-08-14T17:04:35Z

To restore conditional access policies from an Entra ID backup, follow the steps described in this document.

Tip: Before performing a restore, you may want to see all the attributes that exist for a conditional access policy. You may also find it useful to compare object versions among different dates, then select which version to restore. If this is the case, see View Policy Attributes & Restore Specific Versions.

Restore All or Specific Policies

To restore one or more conditional access policies from the latest Entra ID backup, follow these steps:

Navigate to the Syncro Tenant's Details Page.
In the Cloud Backups section, locate the row for "Entra ID” in the Service column, then click Restore:

The Cloud Backup for Entra ID Dashboard displays.
Select Policies in the top navigation. A page with a list of all the conditional access Policies backed up from the Entra ID Tenant opens:

Note: The latest version from backup is always displayed in the table by default.
Locate the Policies you want to restore.
Tip: Type any part of a Policy's Name or ID into the Search box to narrow the list. You can also sort by clicking any of the column headers.
Select the Policies to restore:
- To select all Policies: Check the box in the header row of the table to select all Policies in the Entra ID Tenant.
- To select specific Policies: Check the box next to each Policy's name.
Click Restore Selected.
In the “Restore Data” pop-up window:
1. Use the calendar picker to select a snapshot date and time.
2. Check the boxes for your desired restore options.
Once you have selected the options, click Restore.

View Policy Attributes & Restore Specific Versions

Before performing a restore, it can be helpful to see all the attributes that exist for a conditional access policy. Sometimes it may also be helpful to view and compare the object versions among different dates.

To do this, follow these steps:

Follow steps 1-3 as described in Restore All or Specific Policies.
Click a Policy's name to display more details about it:
Click the arrows to browse the different time points/version dates for the object. The version at the selected time point is always displayed. Red font indicates a changed value for that attribute.
When you find the version you want to restore, click Restore This Version.

Tip: You can select any day and time from the calendar to view the Policies at the selected time point. From there you can detect the timing of the changes, which will help you to choose the correct version date & time from the calendar.

Click Restore This Version to start the restoration (or, click outside the window to close it).

Troubleshooting Your Xero Integration

2024-07-16T11:44:56Z

If your error isn't listed, please Contact Support for assistance. You can include the invoice number and a screenshot.

Common Errors

The table below describes common Xero integration errors and how to correct them.

Issue/Error	Possible Solutions
Data isn't syncing.	You've used a word in an invoice line item that has been deemed problematic by Xero. To maintain the highest available uptime in our integration, Syncro converts some words known to cause issues to asterisks (for example, .htaccess is filtered and converted to ********). However, if your sync isn't working, you should double check your line items for other potentially problematic words.
Payments aren't being exported. Customer Reference Error: The Contact Name already exists. Please enter a different Contact Name.	This error usually means the customer was changed in Xero. Merging customers, changing key details, or deleting a customer in Xero can cause this error. Compare the records in Syncro and Xero and see which one is configured improperly, then make the required changes. For example, if there is only one customer in Syncro after a merge, but there are two customers in Xero, you may need to adjust the customers in Xero to reflect the change in Syncro.
Xero payments aren't being created. ErrorNumber:101 Error Message: Account type is invalid for making a payment to/from	Make sure the account for “Payment Account” in Xero settings has the “Enable Payments To This Account” box checked. See also Missing Account Code. If your payment accounts aren’t showing up during setup, assign an account code to your bank accounts to fix it.
Invoices are created but payments aren't created.	Make sure the Xero account for “Payment Account” has the “Enable Payments to This Account” box checked in the Edit Account Details pop-up.
A sync from Syncro to Xero is overriding an existing Contact instead of creating a new one.	A limitation in Xero prevents creating Contacts with duplicate names. Entering a unique Business Name for a Customer Organization in Syncro is the only way to prevent the two from being merged in Xero when First and Last Names match. This is true even with a different Email/Phone between the two Organizations.

Advanced Errors

Below are some more advanced errors we've seen that can help you troubleshoot your Xero integration. If your error isn't listed, please Contact Support for assistance. You can include the invoice number and a screenshot.

API Rate Limit Error

It's important to understand Xero's API rate limits, which are described in detail on Xero's developer site. Here's an excerpt:

There are limits to the number of API calls that your application can make against a particular tenant (organisation, account or practice):

Concurrent Limit: 5 calls in progress at one time

Minute Limit: 60 calls per minute

Daily Limit: 5000 calls per day

There is also a limit to the number of API calls your app can make per minute across all tenants.

This means that each account is limited to 60 calls per minute and 5,000 calls per day.

IMPORTANT: Many objects take more than one call. For example, syncing one invoice or one payment takes three calls. If a customer is adding one payment to 20 or more invoices in the same minute, that will reach the 60 call threshold.

To avoid the API rate limit error, we recommend pacing the creation of multiple invoices and payments further out. Since this is a limitation on Xero’s end, we are not able to change this limit.

(Customer) Organization Error

If you can't sync an invoice due to an error with (Customer) Organizations, use Syncro to verify that the Organization is correctly linked to Xero. Follow these steps:

Navigate to Organizations, then select a specific customer to display their Details page.
Click the book icon, then select “View Xero”:

Syncro displays a page showing the Syncro Customer's info, and if a Xero ID exists, the associated Xero Contact's info:
Click the “Change” link to update the Xero ID to connect them to the Syncro Customer. (You can manually look up the Contact in Xero to locate the correct ID.)

IMPORTANT: Be very careful when changing a Xero ID. A mismatched ID breaks customer syncing.

Missing Account Code

If a Xero account isn’t showing up in Syncro, follow these steps:

In Xero, navigate to Accounting > Chart of Accounts.
Ensure each account has an account code. If a code is missing, add it:
Click an Account to display the “Edit Account Details” page. Confirm the Account Type is either Bank or Asset. If creating an Asset account, select Current Asset as Account Type and check the “Enable Payments to This Account” box, then click Save:
In Syncro, navigate to Xero Settings, then click the “Xero Accounts List” link (or add the following to your browser address bar: https://XXXXXX.syncromsp.com/xero_settings/xero_accounts). Then click Re-Sync Xero Accounts:

When a Bank/Asset Account Does Not Display in Syncro's Xero Integration Settings

In Syncro, ensure the account for “Default Xero Account for Payments (Bank/Asset Accounts)” in Xero settings has “Enable Payments To This Account” checked.

If your payment accounts don’t display during setup, assign an account code to your bank accounts to fix it. In Xero, navigate to Account > Chart of Accounts, then click the Bank account and add a Chart of Account number.

Silently Remove McAfee

2025-01-20T15:53:50Z

If you'd like to uninstall McAfee software using a fully-silent Syncro script to run the McAfee Removal Tool (MCPR. exe), you can.

Some reasons why you may want to do this include:

Reducing the presence of unwanted applications on new devices.
Removing “bloatware” from devices with Intune Autopilot that may interfere with Bitdefender.

Thanks to the generosity of Syncro User Jeff, you can grab a copy of his script here.

Notes:

An older version of MCPR (e.g., 10.3.145.0 from 2021) is necessary for silent command-line functionality to work; never versions may not support this feature.
Syncro does not validate the accuracy of community-contributed scripts; always test and verify!

Work With Warranty Templates

2024-06-13T15:29:08Z

Warranty Templates help you standardize warranty terms and conditions for specific inventory items (i.e., Products and/or services).

If you want, you can charge your customers for warranties as separate Invoice line items.

View, Create, or Edit Warranty Templates

To view, edit, or create Warranty Templates, follow these steps:

Navigate to Admin > Inventory - Warranty Templates:

The Warranty Templates table displays:
To view and/or edit an existing template, either click its hyperlinked Name, or the Edit (pencil) icon. The Edit Warranty Template page displays, allowing you to make any changes:

Click Cancel or Save Warranty Template to return to the Warranty Templates table.
To create a brand new template, click +New Warranty Template.
1. On the New Warranty Template page displays, enter values for the fields (all are required):
  - A Name for this warranty
  - The Warranty Information you want to convey to your customers
  - The Warranty Term (in months)
  - A number for the next Warranty Certificate that Syncro generates
2. Click Create Warranty Template. A confirmation page appears:
3. Click Back to redisplay the Warranty Templates table, or Edit to make more changes.

Tip: You can also see a running list of all open warranties under Reports > Warranties, using the “Warranties By Expiration Date” link:

Then whenever you create or edit a Product, you can select a Warranty Template to associate it:

Charge Customers for a Warranty

To charge your customers for a warranty, you'll first need to create it as its own Product.

Navigate to Products & Services. The Products table displays.
Click +New Item. The New Product page displays with the Product Details subtab selected:
In the Name field, enter a name for your warranty (e.g., “3 Year Warranty”), and provide a Description.
Verify the “Product or Service” radio button is selected.
In the Price field, enter the charge you want for your warranty.
In the Warranty Template field, select the Warranty Template you previously created.
If desired, supply values for other fields on the page.
Click Create Product. Your warranty product appears in the Products table.

Then you can add the warranty as a line item to future invoices:

And after the Customer pays, the warranty will be displayed on the Customer's Details Page:

Organization CSV File Columns Reference

2024-12-09T19:11:57Z

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

The columns you'll see in a CSV file when importing/exporting Organizations are as follows:

id: The unique ID Syncro assigned to the Organization. We strongly recommend you do NOT modify this.
firstname: Any first name associated with the Organization.
lastname: Any last name associated with the Organization.
email: Any email address associated with the main Organization, such as info@. Syncro may use this as a unique identifier for the Organization. IMPORTANT: Emails of individuals should be entered as End Users. See also Best Practices.
address: The main address for the Organization.
address_2: Used for apartment number, etc.
city, state, and zip: The Organization's location information.
phone: When an Email is not available, Syncro uses the phone number as the unique identifier for the Organization. We recommend you include one. See also Best Practices.
mobile_phone: A mobile phone number for the Organization is required for SMS.
office_phone: An Organization number in the Office Phone category.
home_phone: An Organization number in the Home Phone category.
fax_phone: An Organization number in the Fax Phone category.
other_phone: An Organization number in Other Phone category.
get_sms: Set to True if the Organization can receive SMS messages.
location_id: We recommend you do NOT modify this.
business_name: The name associated with the Organization.
created_at: System driven. We recommend you do NOT edit this unless you specifically need to.
updated_at: System driven. We recommend you do NOT edit this unless you specifically need to.
referred_by: You can customize Referred By sources in Admin > Customers - Preferences in the "Additional Referred By Items" field. These sources show up in the Referrals report (Admin > Reports > Customers - Referrals).
notes: Any Notes entered on the Organization's Details Page.
tax_rate_id: Tax rate associated with the Organization if different from the default. The tax rate is the code in the URL when viewing Tax Rates.
tax_free: Set to True if the Organization is tax-exempt.
no_email: Set to True if the Organization should NOT receive email or False if the Organization wants to receive email.
opt_out: Set to True if the Organization wants to opt-out of marketing emails or False if they want to receive them.
disabled: Set to True if the Organization should be disabled. (This is the equivalent of deleted.)
custom_fields: These use the following format, where each field:value is separated by a semicolon:
field name:value;next field:value.

Notes:

If you delete the id (which we do NOT recommend), make sure the Name, Phone and Email are unique enough so as not to overlap entries.
Some Syncro Users have found it necessary to supply opt_out values (True or False) to import successfully. If you have issues importing, add data to that column for each Organization based on their preferences.

September 2025 Release Notes

2025-09-02T17:55:56Z

These improvements cover updates since the August 6 release.

New Features

Archive Asset

Archive Assets provides a clean, structured way for you to retire devices from active use while maintaining historical visibility across tickets, alerts, and reports.

By archiving assets instead of deleting them, you’ll avoid billing for unused devices, eliminate reporting noise, and retain necessary audit trails for compliance, all while preserving tech efficiency and ensuring clean system hygiene. Archived devices are fully removed from billing and operational flows but remain accessible with key history intact.

Read more here: Archive an Asset.

Multiple Outbound Email Domains

Configure and utilize several outbound email domains in your settings with Syncro’s Multiple Outbound Email Domains. This feature allows users to send emails from various domains associated with customer organizations in Syncro, increasing brand consistency, enabling personalized communications, and enhancing email deliverability.

ThreatDown Integration

Purchase ThreatDown solutions directly through the Syncro Marketplace, provision them instantly for clients, and consolidate charges through our Universal Billing model. This eliminates the need for multiple vendor portals and invoices, helping you reduce administrative overhead and deliver enterprise‑grade security faster.

Read more here: Marketplace Apps: ThreatDown.

Ticket Timer Enhancement Updates

We have implemented updates to the Timer Log based on feedback we’ve received since launching in June including:

We have made the Ticket Timer Enhancement available for locales outside of North America.
Updated the Labor Log to allow control over the width of the Labor Log columns. Once you set the width in the table, it will save and be retained when you close the tab for the next time you open the Labor Log.
The manual Ticket Timer Entry flow has been updated to address an over-eager validation that would block creation, and interrupted time entry.
The manual Timer Entry flow had some keyboard flow adjustments made so that it is easier to use hotkeys like tabbing to create entries.

Read more here: Add or Modify Ticket Timer Log Entries.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life updates that we've made in this release:

Assets

Line Breaks in Asset Detail Notes field are now respected.

Customer Organizations

Fixed an issue where the city field wasn't automatically populating when an address was searched on the Organization Edit page.

Invoices

Fixed an issue where the ‘Status’ column would not sort as expected on the Recurring Invoice index page.
Fixed an issue where Invoices would occasionally be duplicated across pages when sorted alphabetically by Customer on the Invoice index.
Fixed an issue on the Recurring Invoice list where the Invoice Name and Template Name columns were mislabeled.

Tickets

Resolved an issue where the restore option for in-progress Ticket Comments wouldn't trigger after changing Ticket Info dropdowns with the "Enable Detailed Time Entry for Ticket Comments" setting enabled.
Fixed an issue where Tickets created for Customer Organizations with a single associated Contract would automatically apply to the Ticket even when the setting “Contract Applies to All Tickets” wasn't enabled.
Fixed an issue where Lead descriptions containing 3rd-party forms would become truncated when converted to a Ticket.
Fixed an issue around creating tickets with conflicting appointments.
Fixed an issue where the Pinned Ticket Views were not displaying in the correct order in the left panel on the Ticket page.

Other

Fixed a bug in the Navigation Menu where, depending on your browser's resolution, the right-most tab would sometimes be hidden and not display under the “More” dropdown.
Fixed an issue with Purchase Orders where the date field was not editable when the user had the Purchase Order 'edit' permission enabled in Security Preferences.
Fixed an issue with the new End User Portal where public comments on Tickets would intermittently not display as expected.
With Managed Windows Defender enabled, any detected threats will now be counted for in the ‘Antivirus Threats Detected’ visual and text blocks in the Internal and Executive Summary Report Builders.

About Ticket Automation Types & When They Run

2024-08-29T12:53:20Z

Syncro currently provides several different types of ticket automations:

Notes:

Only the “Hourly” automation type is available on all Syncro plans. The others require Syncro's Team Plan.
Ticket automations will not run on tickets marked Resolved. See also How Ticket Statuses Change.

"Hourly" Automations

In "Hourly" automations, Syncro checks for condition matches on all open tickets every hour (though not necessarily on the hour) up to 5 times (maximum).

If desired, you can check the “Run Once” box. For example, when you want to send out a “How Are We Doing?” survey.

As long as all the conditions are met, the specified actions will occur. Multiple hourly automations may run on the same ticket if the conditions match. If you only want the automation to run once, you’ll want to add actions that change the conditions. (See example #2 above.)

Ticket Updated Automations

Ticket Updated automations are a collection of automation types including: Assignee Changed, Priority Changed, Ticket AI Classification Changed, Ticket AI Sentiment is Negative, Ticket Status Changed, and Ticket Tag Updated.

Runtime Logic

Syncro evaluates Ticket Updated automations in the order they’re saved. If multiple automation conditions match when a ticket updates, all specified actions will run for the ticket.

If, however, an automation runs an action on the ticket that results in the ticket no longer matching the condition associated with the next automation, the next automation will not run.

Actions specified in “Hourly” and “Ticket Created” automation types may trigger Ticket Updated automations, but to prevent automation loops, Ticket Updated automations may not trigger additional Ticket Updated automations.

Runtime Logic for Bulk Ticket Updates

Since bulk updates may trigger Ticket Updated automations, Syncro evaluates bulk updates to tickets in the order they appear in the Bulk Edit Tickets pop-up window:

In other words: by Status, then by Priority, then Tech (Assignee), and finally, by “Add New Tags to Tickets.”

Syncro may take up to 10 minutes to run automations on bulk ticket updates. The time depends on the volume of tickets and updates selected.

If you'd prefer not to have Ticket Updated automations run when making bulk updates, uncheck the “Run Ticket Update Automations” box in the Bulk Edit Tickets pop-up window.

Assignee Changed

In “Assignee Changed” automations, Syncro checks for condition matches whenever someone changes the Tech/Assignee associated with the ticket. This includes when an Unassigned ticket gets assigned to someone. (See also example #4 above.)

Priority Changed

When ticket priorities are enabled in Ticket Settings, a “Priority Changed” automation means Syncro checks for condition matches whenever someone changes the priority of a ticket.

Ticket AI Classification Changed

Syncro checks for condition matches when AI Ticket Classifications are applied automatically, and when they're manually added/changed in the AI Info section on the Ticket's Details Page.

Ticket AI Comment Sentiment is Negative

Syncro checks for condition matches when AI Sentiment Analysis for a customer's communication regarding a ticket is negative. Communications given a sentiment score may come from your customers into the Ticket Communications via email or SMS. They may also come from the Customer Portal.

Ticket Status Changed

In “Ticket Status Changed” automations, Syncro checks for condition matches whenever the ticket Status changes.

This includes both the Status values Syncro provides by default, and any custom ticket Statuses you create.

Here's an example: When a customer replies to open tickets of lower priority (or out of contract work outside your business’s operating hours), an automation auto-replies setting expectations about response time.

See also: How Ticket Statuses Change.

Ticket Tag Added

In “Ticket Tag Added” automations, Syncro checks for condition matches whenever someone adds a tag to an existing ticket (e.g., in the Ticket Tags field in the Ticket Info section of a Ticket's Details Page) or when a “Ticket Created” automation adds a tag.

Here's an example: When a Tech Lead adds a tag to a ticket, an automation immediately assigns it to a Tier 2 tech, notifies the Tech about the escalation in Microsoft Teams, evaluates priority, and changes to a custom “Escalation - Needs Review” ticket Status.

"Ticket Created" Automations

As its name suggests, Syncro checks for condition matches for a “Ticket Created” automation whenever a new ticket is created. (This includes automatically created tickets from inbound emails and/or from the system tray.)

Only one "Ticket Created" automation may run on a ticket, regardless of whether multiple automations have matching conditions. Since Syncro evaluates “Ticket Created” automations in the order they’re saved, only the first evaluated automation will run at ticket creation.

See also: Edit or Reorder Automations.

Restore Microsoft 365 Mailboxes & Emails

2025-08-10T19:06:53Z

When you need to restore an email folder or individual emails for a user's Microsoft Exchange mailbox, follow these steps:

Navigate to the Syncro Tenant's Details Page.
In the Cloud Backups section, locate the row for “Mail” in the Service column, then click Restore:

The Backup Portal displays the Mail page.
Use the dropdown menu in the upper left corner to search for and select the affected user's name/email.
Click the name of a folder in the left side panel to select it. The right side displays all emails within that folder:

Note: You can't currently select multiple folders at once.
If you want to restore individual emails, check one or more boxes on the right side. If you don't check any, all the emails inside the selected folder will be restored.
Tips:
- Check the box in the header row to select all emails visible on the current page.
- If you're looking to restore something specific, an alternative to browsing the folder structure is to enter some text and use the “Search by Subject” dropdown menu in the upper left. Search for emails from particular senders, emails only with attachments, and/or specify a date range.
- You might also want to Read or Download Specific Emails.
Click Restore, and select either “Restore All Mailbox To…”, “Restore Selected Folder To…”, or “Restore Selected Messages To...”. Depending on your choice, the system may present these additional options in the Restore Options pop-up window:
- Restore to User: This is the target account for the restoration. The same user account is selected by default, but you can also restore emails to another user account in the same Microsoft 365 Tenant.
- Restore to a Custom Folder: Optionally, check this box to specify a target folder for the restoration. By default emails will be restored to their original location (i.e. the same folder(s) where they are located in backup). You can also enter any folder name and if it doesn't exist in the destination account's mailbox, the system will create that folder during the restoration process.
- Restore from a Past Date: Optionally, check this box to specify a date from which the emails will be restored. The current date is the default, but you can select any past date from the calendar. This restores the emails as they were on that specific date.
- Restore with Subfolders: Optionally, check this box to restore not just the selected folder but also its subfolders.
Once you've verified your choices are correct, click Restore. The restoration may take some time.

Emails are recreated in the selected user's Microsoft 365 Mailbox.

Read or Download Specific Emails

Note: If you're an Administrator you can read or download your own emails directly in the backup.

To read an email, follow these steps:

Navigate to the Backup Portal using any Restore button from a Syncro Tenant's Details Page.
Select Mail from the top navigation.
Tip: If you don't see the Mail option in the top navigation, use the keypad () icon in the upper left to switch to Cloud Backup for Microsoft 365.
Select your own user account name/email.
Browse the folder structure or use the “Search by Subject” dropdown menu in the upper left to locate the email(s).
Click the arrow icon (located to the right of the checkbox) to open the email so you can read it.

To download an email, add these steps:

Check the box(es) next to the email(s) you want to download. Check the box in the header row to select all emails visible on the current page.
Click Download, and select either “Download All Mailbox”, “Download Selected Folder”, or “Download Selected Messages.”
Click Allow. Emails begin downloading to your workstation in .eml format. You can read them with standard email programs.

Latest Updates

2024-06-27T17:21:46Z

Mac Agent and Windows Agent Release: 3/18/26

Mac Agent version 1.17 and Windows Agent 1.0.199 will be deployed on Wednesday, March 18, 2026.

Key Updates in These Releases:

Mac Agent: Optimizations to reduce false offline agent reporting.
Windows Agent: Backend optimizations to error logging and log collection.

Important Information for All Releases:

Updates are automatic; no manual action is needed.
The Windows Agent update affects the Windows path: C:\Program Files\RepairTech\Syncro.
Action required for allowlisting: If you use tools like ThreatLocker or AppLocker, please allow this path to ensure continued automatic updates.

For details, see our Exceptions and Allowlist documentation.

Since the release on March 4, here are some quality of life improvements that we have made in Syncro:

API

The all_comments parameter of the Tickets API now defaults to false if it is not provided which means that only the initial comment or ticket description is returned. The Ticket Comments endpoint is the recommended path to retrieve the full comment history of tickets.
Fixed a bug which prevented Invoice Due Date from updating via an API call.

Assets

To help partners maintain HIPAA compliance and end-user transparency, we’ve introduced granular session notification controls for Syncro Remote with Splashtop. In the remote access policy settings, you can now customize notification types, including popups, banners, or both, and ensure they remain non-dismissible throughout a remote session on Windows, Mac, and Linux assets.

End User Portal

Fixed an error which could lead to not being able to paste into a Ticket Comment in the Customer Portal under certain conditions.

Invoices

Fixed an issue with bundles not retaining ticket details when added to invoices.
Fixed an issue where bundles did not display in the right order on invoices.
Fixed an over eager validation which could lead to a line item to not apply as expected to a recurring schedule.

Mobile App

Fixed a back-end error which could lead to the search in the mobile app not returning desired results consistently.

Tickets

Improved Assignee/Subscriber selection for Tickets. Users will now only see relevant comanaged users in the Ticket Assignee and Subscriber fields based on their assigned permission groups.
Fixed an issue where Ticket Automations configured to unassign technicians from tickets was not working.
Fixed an issue where credentials in Secret (Encrypted) Ticket Custom Fields were no longer accessible from the Ticket Details page without clicking Edit.

Other

Optimizations have been made in Search All Things to prevent time-outs in general.
Fixed an issue where users in Security Groups configured for Select Customers could experience timeout errors when searching on the Asset page or through Search All Things.
Addressed issues with timeouts running Database Exports.
Fixed an issue where line breaks in the Message field for Store Credit resulted in a 500 Error.

Subscribe or Unsubscribe from Microsoft 365 & Entra ID Backup

2025-08-07T21:11:28Z

Subscribing to Microsoft 365 and Entra ID backup while your trial is still active is the best next step; this will preserve any configuration settings you've specified and ensure there are no interruptions in backing up your customers' important data.

Get configuration, monitoring, and restore functionality for both Microsoft 365 and Entra ID backup,
Receive full retention capabilities and unlimited storage under a fair use policy.
Be charged in arrears per billable user per month based on the monthly peak number of Microsoft users backed up.

While Your Trial Is Still Active

Navigate to Admin > Integrations - App Center.
Select the Syncro Cloud Backup app card.
Tip: You'll find Cloud Backup under the “Backup” category.
On the Syncro Cloud Backup integration page, re-review the information and click Subscribe.
In the Subscribe to Cloud Backup pop-up window:
- Use the radio button to specify whether you'd like to maintain your trial configurations for the number of tenants shown (the default) or discard them and start over.
- Check the box to acknowledge the billing information displayed in the confirmation message, then click Subscribe.
Navigate to any Syncro Tenant Details Page to onboard new backup customers.

Tip: If you are not happy with the current user count and want to reduce the potential cost, return to your Syncro Tenants and Modify Users or Data Being Backed Up.

Congratulations---you're now a full backup subscriber and you can market your excellent backup service to all of your customers.

After Your Trial Has Ended

You can subscribe to Microsoft 365 and Entra ID backup at any time using the instructions above.

If you're within 30-days of an expired trial, you'll see the option to maintain your configurations (step 4); after that, you'll no longer be asked and will need to redo any configurations after subscribing.

If your trial ends and you don't subscribe, you will NOT be billed.

Unsubscribe from Backup

IMPORTANT: When you unsubscribe, backups will continue running and will be available for access or restore until the end of the current month. After that, backups will stop running and you will immediately lose access to all backup data, functions, and configurations for all tenants. Additionally, all data backed up will be scheduled for permanent deletion (30 days). Should you re-subscribe to backup and re-enable backups for your tenants, backups will restart and the data, functions, and configurations for it will once again be accessible. Depending on how much time has passed, historical data may or may not be available.

To unsubscribe from Cloud Backup at any time, follow these steps:

Navigate to Admin > Integrations - App Center.
Select the Syncro Cloud Backup app card.
Tip: You'll find Cloud Backup under the “Backup” category.
Click Unsubscribe.
In the pop-up window that appears, select one or more Reasons and optionally, provide any Details.
Click End Subscription.

The Cloud Backup section of your Syncro Tenant Details Page warns you about the upcoming expiration:

When the date of subscription expiration arrives, the Cloud Backup section will revert back to the original state:

Depending on when you unsubscribe, you may receive one or more remaining invoice:

If you unsubscribe . . .	You will receive . . .
After your normal invoicing date	A final invoice next month (for this month's service)
Before your normal invoicing date	Two more invoices--one this month (for last month's service) and one next month (for this month's service).

End Your Microsoft 365 & Entra ID Backup Trial

IMPORTANT: When you end your backup trial without subscribing, backups will stop running and you will permanently lose all backup data, functions, and configurations for all tenants.

To end your trial before your 14 days is over, follow these steps:

Navigate to Admin > Integrations - App Center.
Select the Syncro Cloud Backup app card.
Tip: You'll find Cloud Backup under the “Backup” category.
Click End Trial.
In the pop-up window that appears, select one or more Reasons and optionally, provide any Details.
Click End Trial.

The Cloud Backup section of your Syncro Tenant will no longer display backup information. If you change your mind, you can subscribe at any time.

About the User List

2025-08-17T20:52:04Z

The Microsoft 365 User List shows you the individual users that are currently being backed up for the tenant. You can use this list to verify whether the users you expected to be backed up (based on your selections during onboarding) are the ones actually being backed up.

Tip: Once you're in the Backup Portal, use the keypad () icon in the upper left to switch between Cloud Backup for Microsoft 365 and Cloud Backup for Entra ID.

This document provides an overview of what you'll find on the User List page, which consists of the Status Header (1), the Actions area (2), and the Table (3):

The Status Header

The Status Header (1) lets you know a number of important things about your backup.

Starting in the upper left, you'll see the number of Users currently being synced. You can click the sync icon to resync with Microsoft 365 (for example, if you added a user).

The Last Synchronization timestamp shows next. On the right side you'll see metrics for the number of Active, Inactive (with and without data), and Deleted users.

The Actions Area

The Actions Area (2) is where you can change what displays in the Users Table (3) and export the list.

Starting in the upper left, use the dropdown menu to select a Group. The options available are “All” and the names of your specific Groups. You can enter a Name or portion of a name into the Search field and press Enter to filter the table. This search can be used alone, or in combination with the Select a Group dropdown menu. The table will display only the matching users.

Toward the middle of this area you'll find a Refresh icon () you can use to manually refresh the Users List page.

Click the User List button to immediately download the contents of the Users table to your workstation. (This downloads the complete User List, not what you may have filtered the list to.)

The Table

The Table (3) displays a number of columns:

Status: The current status of the backed up user. A green profile icon means the user is being backed up; gray is inactive, red is deleted.
Name: The user's full (first and last name).
Email: The user's Microsoft 365 email address.
Last Backup: The timestamp of the last backup start date for the user.
Backup Status Icons: Icons for Mail, OneDrive, Contacts, Calendar, and Teams Chats. Again, you want to see green icons here. If the Status is green, one or more icons may be grayed out if you didn't elect to back up that Service. If the Status shows a red profile icon, these icons will be grayed out.
License: When there's a Microsoft 365 license, this column displays a gray checkmark.

Tips:

Click a dot in any column header that has one to quickly filter by that value:
You can display up to 100 users per page using the View dropdown menu in the Actions area.

Community Script Library

2025-04-25T12:23:10Z

The Community Script Library is a place you can find ready-made scripts created by other Syncro Users.

This means you won't have to write a script yourself it one already exists that will do the job. And if you have a script you think would be useful to others, you can also contribute it to the Community Script Library.

Notes:

Please exercise caution when importing scripts from the Community Script Library into your Syncro instance. While the scripts in the Community Script Library have been reviewed by Syncro staff for malware, Syncro is not responsible for the code quality of these scripts, and you should consider them “use at your own risk.” We highly suggest you test any imported scripts in a sandbox environment prior to using them in production.
Syncro does NOT provide support for scripts submitted to the Community Script Library. You'll find a category in our Community Forum named “Community Script Library,” where you can discuss community-provided scripts with other Syncro Users.

Find & Import a Script

To find a script in the Community Script Library, follow these steps:

Click the Scripts tab/module.
From the View menu in the upper right, select “Community Script Library.” The Community Script Library table displays:
- Name: The name of the script.
- Description: A more detailed description of what the script will do when run.
- Author: The Syncro User who contributed the script to the Community Script Library.
- Last Updated: The date the script was last updated. Sort by this column to see the latest scripts.
- Imported: The number of times the script was imported. Sort by this column to locate the most popular scripts.

From this page you can also:

Search: Enter some text in the Search box, then click Search. Syncro filters the table to display matching scripts only. Remove your text and click the button again to return to the full list.
View: Click the hyperlinked Name of a script to view more information about it, including its Language, Run As, and the actual code. You can also Import the script from here.
Import to My Scripts: Click this button to import the script from the Community Script Library without seeing more detail.

Clicking Import from either location adds the script to your main list of Scripts. Click Back to Scripts to navigate there.

Submit a Script

If you have a script you want to share, follow these steps to submit it to the Community Script Library:

Click the Scripts tab/module.
Click on the row for the script you want to submit. (Alternatively, click the horizontal ellipsis at the end of the row, then select Edit.)
Scroll to the bottom of the Script and click Submit to Public Scripts Library. Syncro displays a pop-up window, which tells you more about what it means to submit your script, and the review process.
Click Submit for Review.

Notes:

There is no guarantee that scripts submitted to the library will be approved. Scripts may be rejected for any number of reasons, some of which may include file attachments, download URLs, personal information (subdomain or API keys), and broken functionality.
You will NOT be notified about whether your script is approved or rejected.

Act on Bad Block Warnings

2025-01-20T15:51:20Z

When you have systems giving you bad block warnings, you might wonder whether you should replace the drive.

IMPORTANT: If the bad block warnings appear consistently, you should probably replace the drive to mitigate data loss risks.

If the warning appears INFREQUENTLY, here are some things you can do:

Run a disk check (chkdsk) and/or other diagnostic tests such as Hard Disk Sentinel (for in-depth analysis of drive health) and SMARTest (for monitoring drive statuses) to confirm the warning is warranted.
Understand the context (e.g., whether the PCs are client-owned, the type of drives (HDD or SSD), the age of the PCs, etc.).
Consider your service model, which may influence your response to the issue. Keep in mind that break/fix scenarios could lead to opportunities for upselling backup solutions, hardware upgrades, or maintenance.
Monitor the situation and inform your customer about potential drive failures early on; send along a quote for a replacement.
Back up data before a replacement becomes urgent.

Track COGS (Cost of Goods Sold)

2024-12-16T23:29:35Z

Note: This document has been imported from the former KB and has not yet been verified.

Note: You’ll need a QBO Plus or Advanced Plan, which includes inventory tracking.

Sync Products in QBO and Syncro

Follow these steps to sync Products in QBO and Syncro:

Create a new Inventory product in QBO or edit an existing one:
Make sure the Income Account is “Sales of Product Income,” and the Expense Account is “Cost of Goods Sold”:
In Syncro, if you add the Product, make sure you enter a Price Retail and Price Cost:
Navigate to the QB Settings page and scroll to the bottom:
If the product already exists in Syncro, click Check for Item Changes. If the product does not exist in Syncro, click Import Products from QuickBooks to Inventory.
Note: The Product/Item imports include "Service, Non-Inventory Part, and Inventory Part” and exclude “Other Charge, Group, Subtotal, Discount, Payment, Sales Tax and Sales Tax Group.”

Add Items to the Invoice and Sync to QBO

Add the item to an invoice in your account. The invoice syncs to QBO.
Accept payment on the invoice in your account.

View the Cost of Goods Sold Report

To view the Cost of Goods Sold report, follow these steps:

In QBO, navigate to Accounting > Chart of Accounts.
Then search for Cost of Goods Sold:
Click “Run Report” to see the Cost of Goods Sold report:

View the Profit & Loss Report

In QBO, navigate to Reports, then under the Standard tab, select “Profit and Loss”:

Note: If COGS isn't showing up by default on your Profit and Loss Report, select the “Accrual” Accounting Method in the upper right, then click Run Report:

Configure GDAP in Microsoft Lighthouse

2025-06-30T14:21:04Z

This document provides instructions to help you create Microsoft 365 GDAP relationships and role assignments for the Syncro integration using a GDAP template in Microsoft Lighthouse. This method is especially effective if you have many current customers, as it enables you to design a GDAP template that you can apply to all of them. It also lets you apply the same roles and relationships to future customers with only a few clicks.

Read on, or watch this short video to learn more:

To configure GDAP in Microsoft Lighthouse for the Syncro-Microsoft integration, follow these steps:

Create a Template

Navigate to lighthouse.microsoft.com.
From the left navigation, select Roles > Delegated Access:
Click the "Create a Template" link.
In the side panel, give your template a Name.

Assign Roles

To assign roles, click Edit for the Administrator:
Uncheck all the roles to ensure any unused ones are cleared.
Set the Roles filter dropdown to "All," then check the boxes for the following 12 roles:

Snippet: 12 Required Roles

Application Administrator Authentication Policy Administrator Cloud App Security

[insert-question 3628068]

Click Save.
Repeat step 1 to double check that only the 12 roles are specified and are the correct ones:
Click Save again to confirm.

Assign Security Groups

Next, you'll assign the security group. This allows members of the group to use the roles for your customers.

Click into the text field for the role (i.e. Administrator) to display suggested security groups.
Select AdminAgents:

Note: Since the authenticating user must be a member of the AdminAgents group, assigning the required roles to it means they'll only need membership in this group for the integration to work. Assigning roles to a different security group will require the authenticating user to be a member of both the AdminAgents Group and whichever security group is assigned these roles.
Click Save. You now have a template you can assign to your customers.

Assign the Template

To assign the template, click the ellipsis menu to display more actions:
Select "Assign Template." A list of the customers who are in a relationship with you will appear.
Select all or any subset of customers you want to integrate with Syncro, then click Next:
Click Assign and wait a moment.
Now, switch to the Relationships subtab. You'll see all your customers and the relationships you have with them.
Note: You might notice that none of your customers have templates, even though you just assigned them. That's because it can take about five to ten minutes for the changes to propagate, depending on the number of customers you have. Be patient!
Refresh the screen to check if the propagation is complete. If successful, you'll see the template has been applied.

Approve the Admin Relationship

The next step is to get the relationship accepted by the customer.

Click the caret next to a customer. You'll see all the different relationships that exist for this particular customer:
Select one that's in a Pending state. You'll see an email template you can send to your customer so they can accept the relationship. Here's what that looks like:
Instruct an Admin at the customer tenant to navigate to the provided URL.

Tip: If you have Admin rights, you can approve the relationship yourself:

Open a new tab and paste the URL. This leads to a consent page:

Note: You'll notice a Next button that stays grayed out for about 15 seconds. Don't worry if it takes longer, that's quite normal.
Once it's active, click Next.
Click Next and then click Accept. When this is complete, the relationship has successfully been accepted.

Complete the Configuration

Return to Microsoft Lighthouse. You can close the side panel now.
Note: The status will stay in a Pending state. It might take five to ten minutes for it to change to Active.
Repeat the Approval process for every customer you want to integrate. Start from Step 1 of Approve the Admin Relationship.

The system on the Syncro side will automatically update once this relationship changes to Active. The system constantly checks the status and will proceed with the necessary process once it detects the correct roles and permissions.

How Tickets Can Be Created

2024-11-20T13:43:24Z

There are a number of different ways Tickets can be created in Syncro. This document summarizes them and points you to more information so you can use the ones you want.

APIs: Tickets can be created from another source through's Syncro API. See the Tickets section in our API docs.

Automated Remediations: Create tickets when RMM alerts appear. See View & Act on Generated Alerts.

Custom Widget Flows: Create custom flows with a series of steps (widgets) you can embed on your website to collect information about your customers and their issues to create tickets. See Custom Widget Flows.

Customer Entry from Portal: Customers with access to the Portal and appropriate permissions can create Tickets there. See About the Customer Portal and Access the Customer Portal.

Emails/Email Rules: When emails come into Syncro, they can automatically create tickets. See Automate Tasks with Email Rules and Automatically Create Tickets from Inbound Emails.

Leads: Leads may be automatically created from SMS, Emails, and Custom Widget Flows; you can also manually create them. Leads can get converted into Customers and/or Tickets. See Work with Leads.

Manual Entry/Ticket Workflows: Create new tickets directly from a customers' Details Page and several other locations in Syncro. See Manually Create a Ticket. Or, specify and save different entry forms Techs can use when they create Tickets and collect other information in Syncro, all on a single page. See Use Ticket Workflows.

Recurring Tickets: Automatically generate Tickets on a schedule you specify. See Create a Recurring Ticket.

SMS: Tickets can be created via SMS if you use the Twilio Integration with Syncro.

System Tray/Agent Contact Forms: Agent Contact Forms are forms your customers use to contact you, directly from the system tray. When a customer submits a form, Syncro can automatically generate a Ticket in your account. See Automatically Create a Ticket From the System Tray and Work with Agent Contact Forms.

Set Up SMTP

2024-11-03T13:05:33Z

The Simple Mail Transfer Protocol (SMTP) is a technical standard for transmitting email, making widespread email delivery possible.

Setting up SMTP gives you the most control over your email process because Syncro uses your own mail server/domain to send emails to your end users. Among other benefits, SMTP improves your delivery rates because it helps prevent emails from Syncro from going into spam folders. For more information, see Maximize Your Email Deliverability.

You can read on, or watch this short video to learn more:

Notes:

Syncro's SMTP feature supports Microsoft's latest Office365 authentication.
Verified Email Domains can be present while SMTP is active. You may then switch over to SMTP if desired.
You can use Syncro's Multiple Outbound Emails feature with SMTP.
Mailer campaign statistics do not work if SMTP is enabled on an account. They only work when using Syncro's email provider. See also Syncro Email Options for Maximizing Deliverability.

Prerequisites

To test SMTP you'll need to have at least one Outbound Mailbox configured. For more information, see Configure a Custom-branded Email/Mailbox.

Add SMTP Settings

To set up SMTP, follow these steps:

Navigate to Admin > Emails/SMS - SMTP. The SMTP Settings page displays, with existing SMTP connections if any are present:
Click +New SMTP Settings.
Select a Test Mailbox for outbound emails. (If none display, verify you've completed the Prerequisites):
Give your SMTP connection a Display Name so you can easily recognize it in the future.
Select either “Use Your Own SMTP Server” or “Connect to Office 365.”
If you select “Use Your Own SMTP Server,” you'll complete the remaining fields on the page. See Reference Links for help:

Note: When you choose the “Connect to Office 365,” option, Syncro displays a button you'll click to start the authentication flow. After authentication, you'll be returned to the Syncro SMTP Settings page:
Click Test to verify the connection. A message will tell you to check your user email for the test:
If the test passes (i.e., you receive the test message), click the "Enable this Delivery Method" toggle at the top of the page to switch it on. (If the test fails, see Troubleshooting.)
Click Save to begin using the SMTP server:

Reference Links

Please use the following links for help on setting up different email servers.

Gmail: See Add Gmail to another email client.
IMPORTANT IF USING 2FA: You will need to use an Application Password.
Outlook for Microsoft 365: See Server settings you'll need from your email provider.
Microsoft Best Practices: See How to set up a multifunction device or application to send email using Microsoft 365 or Office 365.

Tip: There are also Helpful Tips for both GSuite and Office365 available on screen:

Troubleshooting

Note: If you're experiencing an error that isn't described here, please email [email protected]">[email protected] and we'd be happy to assist.

View Errors

You first step in troubleshooting is to:

Navigate to Admin > Integrations - Status Dashboard.
Select the SMTP subtab. If any errors are occurring, you'll see them here:

The most common error is a Send As DENIED exception error, which means the SMTP username does not have permission to send from the outbox mailbox email address. To fix this, make sure the SMTP credentials have permission to send email from the Outbound mailbox. (Reference your client documentation for details (e.g., Office365, Gmail, etc.).

Required Fields

If your SMTP Username is not in an email format (such as those using Amazon Simple Email Server), the Domain name field becomes required and must be entered for SMTP success.

Sophos XG Firewalls

If you're using a Sophos XG firewall and a private SMTP server, Syncro's SMTP integration will not work with it. Their SMTP MTA implementation does not allow this type of traffic. It's a known issue for Sophos—please contact them about fixing it. The workaround is to use a third-party SMTP provider with their firewall—this allows Syncro's SMTP integration to work with their firewall.

Configure Outbound Email Categories

2024-11-08T13:24:45Z

Syncro's Multiple Outbound Email categories feature allows you to send billing and marketing emails from their own dedicated email addresses, while preserving an email address for support.

For example, you can use an outbound “support@” email for tickets and a “billing@” email address for your billing communications. This helps ensure communications unrelated to support are routed to the proper channels.

You can read on, or watch this short video to learn more:

Once you have an Active Mailbox, you can adjust the Outbound column to one or more Email Categories including Billing, Marketing, and Support.

Click the dropdown menu to choose the categories you want associated with the Mailbox.

Note: The Billing and Support categories can only be assigned to one Mailbox at a time. The Marketing category can be assigned to more than one Mailbox.

Once you select an Outbound email category, any email triggered from those areas of Syncro will be sent using that Mailbox as the default. You can still decide to use multiple outbound email domains per Organization; simply edit the Outbound Box fields in the Communication Settings section.

Support

This category is for all Ticket-related communication, including:

Tickets	Reports & Leads
Ticket Created Email Ticket Comment Email Ticket Autoresponder Email Intake Form Outtake Form Initial Comment Email Resolved Ticket Email Appointment Scheduled Email Appointment Reminder Email Non-Ticket Appointments Email Manual Ticket Email Customer Portal Invitation Email Customer Portal Link Email Ticket Automation Email	Internal Report Builder Scheduled Reports Executive Summary Report Builder Leads Reply Email Lead Autoresponder Email

Billing

This category is for Invoicing, Estimate, and Purchase Order (PO)-related email communications:

Invoices	Estimates & Purchase Orders (POs)
Invoice Statement Manual Invoice Email (including Ad-Hoc) Failed Credit Card Email Expired Credit Card Email Invoice Reminder Email	Manual Estimate Email (including Ad-Hoc) Purchase Orders Purchase Order Email

Marketing

This category is for all Mailer-based communications, including Mailer and Mailer Campaign Email.

How Ticket Statuses Change

2024-08-22T12:52:03Z

This document describes how changes to an individual ticket's Status field can happen. (To modify ticket Statuses, see Ticket Settings Reference.)

Syncro starts all newly-created tickets with the “New” status.

A ticket's status will change when:

You click Make Invoice on a Ticket's Details Page, Syncro changes the ticket's status to “Invoiced.” This ticket status requires the "Use ‘Invoiced’ Ticket Status in Addition to Ticket's Billing Status" box to be checked in your Ticket Settings.
Syncro detects a customer response in the ticket, the ticket's status changes to “Customer Reply.”
You post a ticket communication with an “Update” value/subject that's designed to trigger a status change. The Update/subject values that trigger status changes are as follows:

Selecting “Diagnosis” or “Parts Arrival” changes the ticket's status to “In Progress.”
Selecting “Parts Order” changes the ticket's status to "Waiting for Parts.”

Note: The “Update” dropdown menu values of “Issue,” “Contacted,” “Approval,” “Update” (the default), “Completed,” and “Other” do not modify a ticket's status. For more information about the Update dropdown menu, see About the Ticket Details Page.

You manually change the ticket's status to “Waiting on Customer” or “Scheduled” (e.g., when you have scheduled an appointment with the customer, or set aside time to work on the ticket).

The “Resolved” status is the intended end-state for all tickets, and Syncro’s ticket workflow is designed around this.

Moving the ticket to this status triggers the end of any “Time to Resolution” timers that are used in reporting, as well as any SLAs with resolution requirements.
No ticket automations will be executed on tickets with a Resolved status.

Tip: The above properties can also be granted to a ticket status you create, as long as it begins with the word “Resolved.”

Wake on LAN (WOL)

2025-01-19T16:23:30Z

Note: This document has been imported from the former KB and has not yet been verified.

With Syncro's Wake on LAN (WOL) feature you can wake up Assets that are asleep or powered off entirely.

Prerequisites

IMPORTANT: For WOL to work on an asset, the following criteria must be met:

The asset must be of type “Syncro Device.” (See also: Create and Manage Custom Assets.)
WOL must be enabled in the BIOS. (Refer to the motherboard manufacturer's documentation for a how to do this. Some boards require more than one setting.)
WOL must be enabled in Windows in the NIC's (Network Interface Controller) device properties:
Another asset must be online on the same IP scheme as the offline asset.

You can use Security Groups to specify which of your technicians have the ability to WOL. See Security Permissions Reference and Security Permissions Reference for more information.

Wake an Asset

To trigger the wake command, follow these steps:

Navigate to the Assets & RMM tab/module.
From the table, click the hyperlinked Name of the asset you want to edit. Syncro displays that Asset's Details page.
Select the dropdown option next to the offline badge:

Syncro sends the wake on LAN signal to an asset on the same network as your offline asset and displays a message saying “We are attempting to wake this asset now.”

Note: Syncro will log WOL in the Recent Activity section for the asset:

Atera Importer

2025-02-13T16:10:31Z

The Atera (PSA) Importer makes it simpler for you to bring Atera data into your Syncro account. This is a one-time process to get you set up.

The following data is imported from Atera:

Customers: Name, phone, address, notes (domain)
Contacts: Name, Email, Title, Phone
Tickets: ID, Title, Status, Ticket Type, Contact, Priority, Resolved At
Ticket Comments: Body

Notes:

Atera Invoices are NOT imported.
Tickets imported from Atera include the Status that Atera had them in. However, they may initially show a blank status in Syncro until you add Atera's statuses to your Ticket Settings. Common Atera Ticket Statuses to add include: Closed, Merged, Pending, and Open. No Atera tickets will import under the Resolved status, so all will technically still be open in Syncro.

Start the Process

To start your migration from Atera, follow these steps:

Navigate to Admin > RMM Settings - Migration Tools.
Click the Atera tile.

Import Customers & Tickets

To import your Customers and Tickets, follow these steps:

Enter your API Key (obtained from Atera's Admin section).
Enter a Rate Limit. (Refer to your Atera plan for your rate limit, or enter 400 if you're unsure.)
Click Import.

Get the Script

Syncro needs to adjust customer mappings so they can be found by our script. Click Prepare Customer Database to begin this process.
Note: This may take several minutes if you have many customers. You can always come back to this page later to continue.
Enter your API Key (obtained from Atera's Admin section).
Click Get Script.
Run the script in Atera. This script mass installs the Syncro agent, attaching to the correct customer.

Huntress Integration

2024-11-20T20:20:07Z

Note: This document has been imported from the former KB and has not yet been verified.

Overview

To get started, head to Admin > App Center and click on the Huntress app card.

The next screen will display a field asking for a Huntress Account Key

Huntress Account Key

To get your Huntress Account Key, login to Huntress, then in the upper right click the circle icon next to your email address, then Download Agent.

Clicking Download Agent will take you a page where you can view and copy your Huntress Account Key.

Next take the key back to the Huntress configuration card in Syncro, paste it in the field and click Update Deployment Script.

Huntress Deploy Script

Once the integration is activated, a new Script will become available in the Script Library to deploy Huntress to your Assets.

When the script is run on an Asset, it will install the Huntress agent on to the computer.

Create & Add Discounts to Invoices

2025-01-09T15:40:44Z

Note: This document has been imported from the former KB and has not yet been verified.

You can add discounts to your invoices, easily offering customers a fixed amount or percentage off their total bill.

There are two ways to add discounts to Invoices:

Create and use discounts like Inventory items, or
Apply a discount directly to a line item on an Invoice.

Create & Use Discounts Like Inventory Items

You create discounts from the same Product Details subtab that you use to create a new product or service. Here you'll:

Name and provide a Description for your discount.
Select either the “Discount - Amount” or “Discount - Percent” radio button:

If you select “Discount - Amount,” enter a negative amount in the “Price” field. For example: -25.0 reflects a fixed, $25 discount.
If you select “Discount - Percent,” enter a discount as a positive number. For example: 15 reflects a 15% discount. (Decimal values like 15.5 are accepted.)

Click Create Product (or Update Product, if you're editing a discount). Amount-based discounts based appear in the Products table with a Cost of $0.00 and a Price that reflects the discount (e.g. -$25.00). Percent-based discounts appear with a Cost and a Price of $0.00.

Once your inventory item is created, just add it as a line item to an estimate/invoice, and the discount will be applied:

E.g., Fixed:

E.g., Percentage:

Apply Discount Directly to a Line Item on an Invoice

For the second method, you'll start by creating an invoice or opening an existing invoice.

To apply a fixed discount amount, select the drop-down arrow next to the entered line item. Then enter the discount amount in the "Discount $" field as shown here:

To enter a percentage discount, type the percent amount in the "Discount %" field as shown below:

About the Patching Dashboard

2025-03-06T18:27:53Z

Snippet: Patching Dashboard

The Patching Dashboard consolidates and helps you visualize data Syncro collects

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Prerequisites

For an Asset to be eligible to display in the Patching Dashboard, it must have the Syncro Agent Installed and be running the Windows OS. (In other words, this dashboard does NOT include manually-created assets nor those running MacOS.)

Security settings drive whether Syncro Users can see the Patching Dashboard and what, if any, actions they can take on the rows displayed in the Patching Instances table. See Security Permissions Reference for more information.

Overview

To view the Patching Dashboard, click the Patching tab/module.

By default, the dashboard displays all patching data for all Organizations over the past 7 days. However, you can change the included (Customer) Organizations, Patch Categories, and timeframe the Patching Dashboard displays. See Adjust Patch Data Settings for instructions.

Tip: Syncro displays the active settings for the dashboard immediately below the “Windows Updates” page title:

The top portion of the dashboard contains several summary sections:

Compliance & Coverage

These two blocks on the left let you know how you're doing.

The Compliance section displays the percentage of assets that are fully up to date on patches. It also shows the specific number of assets that have no missing patches for the selected Patch Categories vs. the total number of assets (i.e., "125 of 127 Assets").

The Coverage section displays the percentage of assets are covered by a Windows Updates policy. It also shows the number of assets that have coverage for the selected Patch Categories vs. the total number of assets (i.e., "125 of 127 Assets"). See also: Windows Update Management.

Note: Since no action is required, the Patching Dashboard does not display compliant nor covered devices in the Patch Instances table.

Missing Patch Instances, by Status

This interactive pie chart helps you visualize what patches you should act on. It displays any missing patches by their Status: Failed, Needs Reboot, Needs Review, and Pending. It excludes devices with Rejected and Excluded statuses as well as Unmanaged devices (regardless of their status).

You can click a pie slice to filter the Patching Instances table at the bottom of the page. You can undo the filter by clicking a different pie slice, or using the table header row.

See Patch Statuses.

Non-Complying Assets, by Patch Category

This interactive table shows what you should do immediately. It shows you the total number of assets that currently have at least one Patch Instance (of each Patch Category listed) that likely should, but hasn't yet been, installed. These are the “non-complying” assets.

Patch Categories are listed in descending order, based on priority. The icons are also displayed as indicators in the KB column of the Patch Instances table. You can hover over any Patch Category to be reminded of the description.

You can click one of the hyperlinked numbers to filter the Patching Instances table at the bottom of the page. You an undo the filter by clicking a different number, or using the table header row.

Patch Instances Table

The bottom portion of the page is the Patches Instances table, which displays columns for the KB number, associated Asset, Organization, Age, and date/timestamp for when the instance was Last Evaluated.

Age is the number of days since the patch was seen by the Syncro agent. Initially it will match the installation date, but then will change to the first time the Syncro agent detected a patch on the asset.
The Asset column also tells you whether the Asset is online (green) or offline (gray), and contains a hyperlink to the Windows Patches subtab of the Asset's Details Page.

The Patch Instances table defaults to showing those with a Failed status at the top, followed by others in descending order based on KB severity. However, you can always pin, filter, group, show/hide, and sort the columns in ways most helpful to you. See Patch Statuses for details.

In the upper right of the Patch Instances table you can also search (for example, enter a specific KB number, then press Enter). Your search is automatically scoped to your Patch Data Settings.

The Manage button menu in the upper right provides the following options:

Export: Exports the Patch Instances table (as it's currently filtered in the Patch Data Settings) to a CSV file.
Install Selected: Installs the patches for one or more selected rows in the Patch Instances table. See Manage Approvals for instructions.
Reboot Selected: Reboots the assets for one or more selected rows in the Patch Instances table. See Reboot Assets for instructions.

Patch Statuses

The following Statuses are listed in descending order, based on severity:

Failed (red): A patch that failed during an installation attempt by the Syncro agent. Syncro reports the Windows failure reason along with the summary and error code.
Needs Review (orange): A patch that requires evaluation by a Syncro User before installation. This is because the Windows Updates policy module specified "Manual" in the "Security Vulnerabilities Patch Severity Approvals" section. See Manage Approvals for instructions.
Needs Reboot (yellow): A partially-installed patch, where a reboot is required to complete installation. See Reboot Assets.
Pending (pink): A patch that’s pending Syncro agent evaluation, automated or manual patch installation.
Rejected (dark blue): A patch that's rejected because the Windows Updates policy module specified "Reject" in the "Security Vulnerabilities Patch Severity Approvals" section.
Excluded (light blue): A patch that's excluded because the Windows Updates policy listed the patch in either the Patch Exclusion List or the Global Patch Exclusion list. For example, if you learn a particular patch is causing blue screens and you want it to be low priority for mission critical systems.
Unmanaged (gray): A general patch status for assets not covered by a Windows Updates policy.

See also: Windows Update Management.

Adjust Patch Data Settings

To adjust what displays in the Windows Patching Dashboard, follow these steps:

Beneath the “Windows Updates” page title, click the gear () icon.
In the Patch Data Settings pop-up that appears, make any adjustments:
- (Customer) Organization: Select All or a single Organization.
- Patch Categories: Select one or more Patch Categories.
- Rejected & Excluded Patch Instances Discovered Within: Select a timeframe of 7, 30, 60, or 90 days. (Syncro will display these patches ≥ the timeframe you select.) Alternatively, select “Custom” to select your own timeframe.
- Include Unmanaged Assets: Optionally, check this box to include unmanaged assets in the dashboard. (“Unmanaged assets” are Syncro devices running Windows, but without an associated Windows Updates policy.)
Click Load Data to save your changes.

Manage Approvals

To manually approve patch instances, follow these steps:

If you haven't already, filter the Patch Instances table based on the “Needs Review” status. If desired, you can also Group By the KB column.
Check the boxes next to one or more Patch Instances. Tip: If you select the parent row of a Group, each individual row in that group is also selected.
From the Manage button menu, choose “Install Selected.” Syncro displays a message letting you know installation has started for your patch instances.

Reboot Assets

Tip: If you see that an Asset is online and its during normal business hours, you may want to initiate a Chat with the End User to make sure they're not in the middle of something.

To reboot patch instances, follow these steps:

If you haven't already, filter the Patch Instances table based on the “Needs Reboot” status.
Check the boxes next to one or more Patch Instances. Tip: Select the header row to quickly check all the boxes.
From the Manage button menu, choose “Reboot Selected.” Syncro displays a message letting you know reboots have begun for your patch instances.

Manage KBs Known to be Problematic

Some KBs are known to be problematic, but you can easily manage them from the Patching Dashboard by following these steps:

In the search bar above the Patch Instances table, enter the number of the problematic KB. The Patch Instances table displays results matching that KB.
Click any hyperlink in an Asset column to navigate to the Windows Patches subtab of the Asset's Details Page.
If you see a patch in the Recently Installed section that you want to remove, click the Remote Access button to remotely uninstall it.

Security Settings

There are security settings that Global Admins can use to specify whether other Syncro Users (e.g., Admins or Techs) can see the Patching Dashboard, and/or take actions on rows in the Patch Instances table.

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
To allow Syncro Users access to the Patching Dashboard:
- Scroll to the Assets section, then check the “List/Search” box.
- Scroll to the Patching Dashboard section, then check the “View” box.
To allow Syncro Users to take actions on rows in the Patch Instances table, scroll to the Assets section, then check any of the following boxes:
- Allow Installation of Rejected Patches
- Reboot
- Install Windows Patches Manually
Click Update Group to save your changes.
Then, make sure any desired Syncro Users are in that security group!

Work with Process & Service Monitors

2024-12-02T18:51:11Z

Syncro's native Process & Service Monitors make monitoring the processes and services on your devices easy.

Using the Process & Service Monitors policy modules, you can have Syncro:

notify you if there is an issue (e.g., if a Process or Service reaches a CPU and/or memory threshold),
automatically attempt to resolve that issue (e.g., by starting/stopping the Process or Service, through automated remediations, etc.), and
reduce false alerts through optional custom settings (such as requiring a logged-in User).

Since Process and Service monitors have their own settings and policies, you can easily add/remove monitors as you see fit and apply some/all/none to your devices on a per-policy level. If you're unfamiliar with Syncro's Policies feature, see the Related Docs for more information.

Watch this short video to learn more:

Note: Although Monitors can kill or stop it shortly after it starts, they can't prevent them from starting in the first place.

Create a New Process or Service Monitor Policy

To create a new Process & Service Monitor, follow these steps:

Navigate to the Policies tab/module.
In the upper-right, select Process & Service Monitoring from the Policy Modules dropdown button.
Syncro displays the Process & Service Monitors Policies page:

Tip: The Policy Modules dropdown button is available on any policy-related page in Syncro.
Click +New Monitor, then select either New Process Monitor or New Service Monitor. Syncro displays the new Process or Service Monitor screen.
Complete the fields for your Process or Service Monitoring policy. See Process & Service Monitor Fields Reference for details.
Click Create Process/Service Monitor Policy. Syncro displays your new monitor policy in the Process & Service Monitor Policies table.
Tip: You can click Save and Generate Remediation instead. If you decide to do that later, it's available from the Process & Monitor Policies table's ellipses ( . . . ) icon:

See Automate Alert Responses with Automated Remediation for more information.

Process & Service Monitor Fields Reference

Process/Service Monitor Name: Enter a descriptive Name you'll use to identify this Process or Service Monitor policy by later. You can make this Name longer, such as: “Notepad is not running” or Print Spooler Service is not running."

PROCESSES Section

Note: These fields only apply to new Process Monitors.

Require Logged-In User: Check this box to require a logged-in user to be alerted on user processes but not system processes.
- User processes are those that run in user mode, with limited access to system resources. Includes applications like web browsers, word processors, media players, etc. that are initiated and controlled by the user. (Example: The word processor application itself that allows you to type and save the file.)
- System processes are those that run in kernel mode, with direct access to system resources. They are responsible for managing memory allocation, file system operations, network connections, and other critical functions. These are usually not directly visible to the user. (Example: The process that handles disk access when you save a file in a user application.)
Delay Monitoring Until: Enter the number of minutes that monitoring should be delayed after process startup.
Alert If Any Processes Are: Select from Running/Not Running and enter the number of minutes.

If Not Running is selected above, each Process row Syncro displays includes:

Process Name: Enter a name of the process you want to monitor (e.g., notepad.exe).
- Process Names are case insensitive, so it doesn't matter whether you use Notepad.exe or notepad.exe.
- You can use wildcards in Process names, but be careful: Syncro will monitor everything that matches the wildcard.
Start Process: Check this box to start the process.
Run As System: If the Start Process box is checked, you can check this box to run the process as System.
Process Path (32/64bit): Syncro prefills these paths for you based on the architecture, but you can change them. However, be sure to use Task Manager. Open Task Manager on your Windows Machine, and click the "Details" side tab. You'll see a list of processes on your machine. Right-click a process, then click “Properties” to see the name and path of the process:

Tip: You can also use the environmental variable "%windir%" instead of "C:\Windows" to support Windows directories installed on different drives. See Manage Scripts for more information about supported environment variables.

If Running is selected above, each Process row Syncro displays includes:

Process Name: same as described in the “Not Running” case, above.
Kill Process: Check this box to kill the process.

Tips: Click +Add Process to add another Process row. Click the red X to delete a Process row.

SERVICES Section

Note: These fields only apply to new Service Monitors.

Consider “Disabled” as “Stopped:” Check this box to categorize any Service that's disabled to be included with those that are Stopped.
Delay Monitoring Until: Enter the number of minutes that monitoring should be delayed after service startup.
Alert If Any Processes Are: Select from Stopped/Running and enter the number of minutes.

For each Service row:

Service Name: Enter a name of the service you want to monitor (e.g., spooler).
- Service Names are case insensitive, so it doesn't matter whether you use Spooler or spooler. However, be sure to open the service properties and get the ACTUAL service name (i.e., use Spooler instead of Print Spooler):
- You can use wildcards in Service names, but be careful: Syncro will monitor everything that matches the wildcard.
Start/Stop Service: Check this box to start or stop the service.

Tips: Click +Add Service to add another Service row. Click the red X to delete a Service row.

RESOURCE USAGE Section

Note: This section only displays when Processes are Not Running or when Services are Stopped.

Monitor CPU Usage: Check this box to enable the CPU Usage fields below.
Alert When CPU Usage Is Above: Enter a number for the threshold CPU usage percentage, and another for the number of minutes CPU usage must be at that percentage. Once these conditions are met, Syncro triggers the defined Response Action.
Monitor Memory Usage: Check this box to enable the Memory Usage fields below.
Alert When Memory Usage Is Above: Enter a number for the threshold Memory usage percentage, and another for the number of minutes Memory usage must be at that percentage. Once these conditions are met, Syncro takes the Response Action.

RESPONSE Section

Response Action: Select from Create Alert and Log Activity, Log Activity Only, or None.
Auto-resolve Alert: Check this box to have Syncro clear the alert when the Process or Service is restarted OR if the CPU or Memory Usage is no longer past the thresholds defined in the monitor.

Tip: The None option allows you to create separate monitor rules for the same process, For example, the first one could simply restart the process if it hasn't been running for 2 mins (without triggering an alert), but a second monitor for the same process could trigger an alert if it remained stopped for 10 mins.

Apply a Process or Service Monitor Policy to your Assets

To apply your Process or Service Monitor Policy module to your Assets, follow these steps:

Navigate to the Policies tab.
Create a new Policy or edit an existing Policy.
Select Monitors from the left side of Syncro's Policy Builder.
From the Add a Monitor dropdown menu, select Processes & Services. Syncro displays a Processes & Services section.
Click +Add Monitor, then use the dropdown menu to select the Process or Service Monitor policy you previously created.
Repeat Step 5 to add as many Processes & Services monitor policies as you want.
Click Save Policy.

Syncro will now monitor any devices under this Policy according to your Process and Service Monitoring Policies.

Edit a Process or Service Monitor Policy

To edit an existing Process or Service Monitor Policy:

Navigate to the Policies tab.
In the upper-right, select Process & Service Monitoring from the Policy Modules dropdown button.
Syncro displays the Process & Service Monitors Policies page.
Tip: The Policy Modules dropdown button is available on any policy-related page in Syncro.
Click a hyperlinked policy Name to edit it. (Or, click the ellipses (. . .) icon and select Edit.)
Follow the instructions in Create a New Process or Service Monitor Policy to make any changes.
Be sure to click Save Changes when finished.

Clone or Delete a Process or Service Monitor Policy

To clone or delete an existing Process or Service Monitor Policy:

Navigate to the Policies tab.
In the upper-right, select Process & Service Monitoring from the Policy Modules dropdown button.
Syncro displays the Process & Service Monitors Policies page.
Tip: The Policy Modules dropdown button is available on any policy-related page in Syncro.
For the Process or Service Monitor Policy you want to clone or remove, click the ellipses (. . . ) icon then select Clone or Delete.

Clone puts you in edit mode for the Monitor Policy that has the word “Copy” prepended to the original name. Enter a useful name and make any other changes. Be sure to click Save Changes when finished.
Selecting Delete will ask you to confirm; click OK.

Monitor Resource Usage Example

Both Process and Service Monitors support alerting on resource usage. Here's an example for Notepad:

Notes:

Enabling CPU/Memory usage monitoring generates an RMM alert. This is independent of the "Response Action" you configure.
The Automated Remediation "Trigger Category" for the RMM alert is “Process or Service Resource Monitor.” (Once selected, this may appear simply as the abbreviated “resource_monitor,” which can be useful for scripting.) See also Automate Alert Responses with Automated Remediation.
Only one process/service listed under the monitoring policy needs to reach the threshold to generate the RMM alert.
If there is an open RMM alert for the Monitor Policy and a new process/service meets the alert threshold, Syncro will update the currently open alert (rather than create a new RMM alert.)
For the alert to close and remain closed, all processes/services under the Monitor Policy must be under both the CPU and Memory thresholds. Otherwise, a new alert will be created.
If a process has multiple PIDs or processes running concurrently, the Monitor Policy calculates the percent usage based on the sum of all processes with the same name. (I.e., if you have multiple Notepad.exe processes running on multiple windows, the resource threshold will alert based on ALL process named Notepad.exe, and not each individual process/window.)
Resource usage monitoring respects the "Delay Monitoring Until after Startup" setting.

Automate Alert Responses with Automated Remediation

When you click Save and Generate Remediation on a Monitor Policy instead of Create Process/Service Monitor Policy, Syncro creates a new automated remediation with the Monitoring Policy already specified as a condition:

Syncro provides two automated remediation Trigger Categories for process and service monitors:

Process or Service Monitor: to monitor that a process/service is running only. After you've selected this Trigger Category, it will appear as “ps_monitor.”
Process or Service Resource Monitor: to monitor that a process/service to alert for CPU/Memory Usage. After you've selected this Trigger Category, it will appear as “resource_monitor.”

Troubleshooting

If "Auto-resolve Alert" is not closing open alerts, note that the auto-resolve feature will only close an RMM alert if ALL processes/services meet the conditions. So if you are monitoring two processes for “Not running,” both processes need to be "Running" for the alert to clear.

If "Start Process" is not starting your process, verify that your process path is correct.

From Zero to Asset Monitoring (RMM 102)

2025-10-06T17:34:50Z

This guide covers the basics of remote monitoring and management by customizing global RMM settings, creating agent installers, navigating the assets dashboard, customizing asset tables, assigning end users to devices, and discovering new devices via network discovery.

Notes:

Throughout the documentation, you'll sometimes see text in italic font. This means the term is defined in our Syncro Glossary.
For a high-level overview of where things are in Syncro, see About the Syncro Header & Primary Navigation Bar.

Step 1: Customize RMM Settings

Before you start working with RMM features, it's a good idea to look at the global RMM settings. You'll find these under Admin > RMM - Preferences.

Here are two settings you may want to review:

Default Top-Level Policy for New Customers: Sets the default Top-Level Policy for all new Customer Organizations (i.e., those that have yet to be created). If you don't set this, new Organizations will use the[Example] Sample Policy.
Asset Approval: You can require that new assets need manual approval before being added to your fleet. You'll be able to Approve/Deny each from a Pending Assets list. You can optionally Auto Approve Assets from Known IPs.

View the RMM Settings Reference for more details. (Bonus: Enable the Asset Approval and/or Asset Warranty Tracking features.)

Step 2: Create an RMM Agent Installer

To bring devices into the Syncro's RMM ecosystem, you need to install the Syncro Agent on them. Installing the Syncro Agent is what transforms a device into an officially managed Asset. Assets that are capable of having the Syncro Agent installed on them are also referred to as Syncro Devices.

Agents for several platforms are available, and if a device isn't capable of having an agent installed (a printer for example), you can manually create the Asset. These are referred to as Manual Assets.

Installing the Syncro Agent makes your Asset visible in the Assets & RMM page in Syncro, and automatically applies a default Top-Level Policy so you can do things like remote into it.

Watch this short video to learn more:

Navigate to one of your Organizations and use the step-by-step instructions in Install a Syncro Agent on a Device to create an installer. (Bonus: Install the Syncro Agent on a test machine or manually create an asset.)

Step 3: Assets & RMM Page Overview

Once you have the Syncro Agent installed on your assets, the Assets & RMM tab/page is your one-stop shop for everything asset-related.

It displays both a tabular list of all your managed assets, and above it, an at-a-glance visual representation that's also interactive. You can search your asset list by various criteria, and perform asset-related actions like running scripts, rebooting, and sending broadcast messages. If you have appropriate permissions you can also remote into your assets.

A quick preview of each asset can also help you save time; you don't need to navigate away from the page to see what's happening or take action.

Watch this short video to learn more:

Review About the Assets & RMM Tab/Page to learn about at least one other action you can take on managed Assets.

Step 4: Customize Asset Table Columns

Next, let's take a look at how you might customize the Assets table so you can see the exact information you're looking for. Many of our tables also offer sorting and filtering, grouping, hiding, and pinning.

Note: You must be a Global Administrator to customize tables.

Watch this short video to learn more:

Customize your Assets table. (Bonus: Learn more about how you can generally use tables in Syncro.)

Step 5: Asset Details Page Overview

The Asset Details page displays whenever you’re viewing a specific Asset.

The page's content depends on whether you're viewing a Syncro Device or an asset you've manually created. Either way, you'll find information about the Asset's Owner and information about the asset itself. You'll also have access to monitoring information and Tickets associated with the asset.

Watch this short video to learn more about what you'll find on the Asset Details Page:

Learn more about the Monitoring subtab. (Bonus: Navigate to the Details Page for an Asset you created in Step 2 and locate the list of applications that are currently installed on that machine.)

Step 6: Assign Assets to End Users

It's always a good idea to connect an End User with an Asset. You can assign End Users to Assets from an Asset's Details Page, in the Owner Information section (the "Assigned Contact" field).

Notes:

If you set up Entra ID user sync properly and then integrate Syncro with Microsoft, End Users and their associated assets will be brought into Syncro automatically. You'll learn more about this in Unify Microsoft 365 Management (Microsoft 101).
End Users were formerly known as Contacts. For the time being, you may see both terms used in the product.

Most times assets DO belong to specific End Users, but even for shared devices, it's best practice to have an End User assigned. You can create an “info” or “office” end user to assign to the asset.

Watch this short video to learn more:

Navigate to the Details Page for an Asset you created in Step 2, and assign the asset to an End User/Contact. (Bonus: use the Assigned Contact field to create a brand new End User.)

Step 7: Discover & Manage New Devices

Whether you're onboarding your business to Syncro or onboarding a new client, you'll want to discover and manage new devices in a way that doesn't require you to install the Syncro Agent one by one. There are two ways you can do this.

A. Use a Network Discovery Profile

If you're on the Team Plan, you can use Syncro's Network Discovery feature to discover unmanaged assets for your Organizations and quickly install the Syncro Agent on several of them at once (or easily add manual assets when that's not possible).

Note: While Group Policy Object (GPO) Software Deployment via an MSI is often considered the technical best practice for domain environments, Network Discovery provides a powerful, platform-native alternative. It allows you to use one existing Windows Agent as a primary node to scan the local network for other devices and automate the deployment process.

Watch this short video to learn more:

Note: If you're on the Team Plan but don't see the top-level Network Discovery tab, click your User Profile Menu, then select Tabs Customization to add it. Reload the page to see the changes.

B. Use the Agent Installer Utility

If you're not on the Team Plan or just prefer another method, you can use the Agent Installer Utility, which is available under Admin > RMM Settings - Migration Tools. This is a PowerShell script that helps you mass install Syncro Agents. You can use it to migrate to Syncro from another tool, or to make it simpler to install agents simultaneously.

Set up a Network Discovery Profile so you can locate and install the Syncro Agent on new devices. If you can't do this, learn more about the Agent Installer Utility instead.

Effortless Control of Your Syncro Account

2025-10-27T19:00:35Z

This guide covers Syncro subscription management, explaining how to set up the account profile, understand per-user billing and add-ons, make payments, retrieve past invoices, and update subscription plans.

Step 1: Set Up Your Syncro Account

Snippet: Syncro Account Profile

Your Syncro Account contains your business profile information; things like your

[insert-question 3567215]

If you haven't already, use the step-by-step instructions in Set Up Your Syncro Account and do this now.

Step 2: Understand Syncro Subscription Options

Syncro offers annual, monthly, and annual with monthly billing subscriptions for our Core and Team Plans. Many people find that the Annual with Monthly Billing option offers the most strategic advantage for a growing business.

However, choosing the right subscription is all about balancing cash flow with long-term stability.

Learn how to choose the best subscription for your needs.

Step 3: Get Clear About Per-User Billing

Syncro's billing structure is on a per-user basis. You will be billed for the number of Syncro Users you have active at the time of your subscription renewal.

You can add or “enable” users, as well as disable users on your account at any time during your billing cycle.

Tip: To learn how to add or disable Syncro account users, refer to Add & Assign Users to Security Groups.

Review more details in About Syncro Account User Billing, and make sure you know when and how you'll be billed for new users. (Bonus: Understand how to ensure you're not billed for any users you no longer need.)

Step 4: Learn About Syncro Add-Ons

We offer a number of third-party integrations or “add-ons” that you can use and resell to your own customers. These add-ons are billed directly through Syncro to you. Any enabled add-ons will be billed via a monthly invoice. If you are on an annual subscription, you will still be billed monthly for all add-ons.

Learn about the Add-Ons Syncro offers. (Bonus: Check out About Universal Billing to see how you can pass the cost onto your customers for these services.)

Step 5: Make & Update Syncro Account Payments

We currently accept payment via credit card or ACH.

To update your payment information within Syncro, you'll need to be an active Admin user. Navigate to Account Settings then in the Subscription section, click Manage and select “Payment Method.” You can also update your payment information via the link at the bottom of your invoices from Syncro.

If you have problems making a payment, you can always reach out to our billing team at [email protected]">[email protected] for assistance.

Check out Make Syncro Account Payments and find out what happens when a payment is declined.

Step 6: Get Your Syncro Account Invoices

Our billing system sends out multiple billing notifications that include invoices, upcoming charges, and more during your time with Syncro.

Note: Unless you tell us otherwise in a tax-exempt certificate, we do collect sales tax in certain states.

The main email listed on the Syncro account upon account creation is automatically the email we keep on file and use for these notifications. However, you can always change this.

Additionally, you can always view and download past invoices directly from your Syncro account.

Visit Get Syncro Account Invoices to learn about what happens when your Syncro Account has a past-due Invoice. (Bonus: Check if Sales Tax applies in your state.)

Step 7: Make Syncro Account Subscription Updates

You can update your subscription at any time within Syncro. However, not all subscription updates take effect right away. Please read the sections below to understand how different selections will affect your subscription.

There are changes that take effect immediately and changes that take effect at the end of the current subscription period.

Learn more about this in Update Your Subscription

Syncro REST API - Build Custom Extensions/Apps/Add-ons

2024-11-21T17:41:32Z

Syncro's API is very simple. It is RESTful, which means it's centered around data and simple operations to manage the data.

Our API documentation uses Swagger so you can easily create and test our various web requests. We've documented more than 30 API entities, like Ticket, Estimate, Appointment, etc. to be used.

Notes:

The API Rate Limit is 180 requests per minute (per IP address).
You can access the JSON data here: https://api-docs.syncromsp.com/swagger.json

To get set up with our API Docs, follow the steps described in this documentation.

Obtain an API key

Note: If you already have a Syncro API key handy, copy it and skip to the next section.

If you need an API key, follow these steps to generate one:

Navigate to Admin > API - API Tokens (Admin may be under the More menu).
In the upper right, click +New Token.
Click the Custom Permissions subtab.
Enter a Name for your API Token.
Optionally, enter an Expiration date.
Check the boxes next to the permissions you want to use.
Tip: See Security Permissions Reference for more information.
Scroll to the bottom and click Create API Token.
Copy the key and save it in a secure place; you won't be able to see it in Syncro again.
Click Done.

See also: API Tokens.

Authorize Swagger

To authorize the use of Swagger, follow these steps:

Go to Swagger API Docs: https://api-docs.syncromsp.com/.
Tip: Alternatively, you can access Swagger by navigating to Admin > API - Documentation in Syncro.
In the Server Variables section, enter your Syncro subdomain:
Click Authorize.
In the Available Authorizations pop-up window, paste the API key you generated into the Value field:
Click Authorize, then click Close. You can now use Swagger.

Use API Docs

Once you've authorized your subdomain on the Swagger API docs site, follow these steps to use them:

IMPORTANT: This connects to and can modify your actual site data, so be careful with Delete, Post and Put commands.

Click a row for any web request to view its details, then click Try It Out:
Enter any required parameters, if necessary.
Note: "(query)" is not an actual SQL query, but rather, refers to parameters you enter that the system will use to assemble a query. In the above screenshot, the first parameter you enter, as an integer, is a customer ID to request a specific Customer.
Click Execute to run the request:
Swagger shows if the request was successful and the response, along with several details. For example:
1. cURL: A URL that can be used from the command line or code to get the same response as the one you see in Swagger.
2. Request URL: Copy this into the address bar and append your API key to load the results there. Here are two examples:
  1. https://yoursubdomain.syncromsp.com/api/v1/contacts?api_key=APIKEY&?customer_id=22040879&page=1
  2. https://yoursubdomain.syncromsp.com/api/v1/tickets/44050842?api_key=APIKEY
    Note: Replace yoursubdomain with your Syncro subdomain and APIKEY with your actual key. Also note that ?apikey= must come before any other parameters.
3. Response Code: See the Responses section (f) for an explanation of the code shown here.
4. Response Body: The results of the request. Click Download to download a JSON text file of the response body.
5. Response Headers: The header results of the request.
6. Responses: Explanation of response codes and an example of what successful results will look like.

Work with Ticket Automations

2024-04-04T12:20:43Z

You can use Ticket Automations in Syncro to create robust helpdesk automations that automatically evaluate meaningful state changes to tickets, then apply updates in real-time over the lifetime of a ticket.

In ticket automations, actions you specify are automatically performed when certain conditions are met. You can add as many conditions and actions to ensure the automation behaves the way you want.

Examples of ticket automations include:

If a ticket hasn’t been updated in four hours, send an alert via Slack.
If a ticket status is “Waiting on the Customer” and you haven’t heard from them in 48 hours, send a reminder email and reset the clock to give them another 48 hours to respond.
If Syncro classifies a ticket as “Printer_Scanner: Software Issues,” assign it to specific techs, creating a “pseudo dispatcher.”
When a tech unassigns themselves from a ticket because they’re blocked or will be out of office for an extended period, evaluate the priority and any ticket tags to automatically re-assign to a another tech to pick up at their earliest convenience.

IMPORTANT: Ticket automations will not run on tickets marked Resolved.

You can read on, or watch this short video to learn more:

See also:

Ticket Automations Reference for the full list of Conditions and Actions you can use in your automations.
About Ticket Automation Types & When They Run for more information about how they work.

Create a New Ticket Automation

To create a new ticket automation, follow these steps:

Navigate to Admin > Tickets - Ticket Automations:

If available, a list of existing ticket automations appear in the Ticket Automations table.
Click +New Ticket Automation.
Supply an Automation Name you’ll recognize and potentially search by later.
Set the Automation Type.
In the CONDITIONS section, click the “+Add New Condition” link. Then use the dropdown menu to select a condition. Depending on the condition you select, additional information will be required.
Repeat this step to add multiple conditions. For more information about available Conditions, see Ticket Automations Reference.
Note: When you add multiple conditions, ALL of the conditions will need to be met for the action to be executed. (There is currently no “or” option available.)
Tip: Click the trash icon to delete any you add by mistake.
In the RUN THE FOLLOWING ACTIONS FOR THE MATCHING TICKETS section, click the “+Add New Action” link. Then use the dropdown menu to select an action. Depending on the action you select, additional information will be required.

Tip: If your actions include emails, see the AVAILABLE TEMPLATE TAGS section to search for a list of add variables you can include:

Repeat this step to add multiple actions. For more information about available Actions, see Ticket Automations Reference. (See also Work with Template Tags.)

Note: When you add multiple actions, ALL of the actions will be executed when the condition(s) are met.
Tip: Click the trash icon to delete any you add by mistake.
Click Save. The automation you created appears in the Ticket Automations table. It is set to Active.

Use the Ticket Automations Table

Once you have created Ticket Automations, they appear in the Ticket Automations table:

Locate a Specific Automation

If you have a long list, you can use the search box to quickly locate an automation. (Your search is limited to the selected subtab.)

Tip: The upper right corner of the table tells you how many ticket automations you have (for the selected subtab).

You can use the subtabs to filter the table based on what kind of automation it is:

All Automations: Displays all of your automations in the table.
Hourly: Filters the table to display only automations using the “Hourly” Automation Type.
Ticket Created: Filters the table to display only automations using the “Ticket Created” Automation Type.
Ticket Updated: Filters the table to display any automations triggered by an automation type whereby the ticket has been updated (i.e., Assignee/Priority/Status changed and Ticket Tag added).

Edit or Reorder Automations

Click the hyperlinked name of your automation to edit it.

You can also reorder ticket automations of the same type (i.e., Hourly or Ticket Creation) within their subtabs using the bento (6-dotted icon) that appears to the left of the automation name when you hover your mouse there.

Note: The order of automations is important when making bulk updates to tickets. See also: How Ticket Statuses Change.

Take Actions on Automations

For each automation currently displayed, there are specific actions you can take:

Active: Click this toggle to quickly turn your automation off or on.
“Next Run Tickets”: For "Hourly" automations only, click this link to preview which tickets this automation will affect. This can be useful in ensuring your ticket automation is set up correctly. If the result is nothing, that's often because there are no pending tickets matching the conditions of your automation. (It doesn't necessarily mean the automation is broken.)
Run Now: For "Hourly" automations only, click to run the automation immediately. (We recommend you first click "Next Run Tickets” so it's clear what will happen when you run the automation.)
Clone: Click the Clone (copy) icon to clone the automation. This creates a copy of the automation with the exact same name. Be sure to edit the copy to give it a meaningful Automation Name.
Delete: Click the Delete (trash can) icon to delete the automation. Click OK to confirm.

Use AI in Your Ticket Automations

The AI Ticket Classification feature is deprecated and will no longer be maintained as we transition to our next generation of AI. If you're using one of these classifications as a Condition in any Ticket Automations, we suggest replacing it with a similar Issue Type or Ticket Tag.

If you're on the Team Plan, Syncro's AI Ticket Classification feature gives you the power to create even more useful Ticket Automations.

Here are a few you may want to consider:

Assign specific AI Ticket Classifications to specific techs, creating a “pseudo dispatcher.”
Change the priority of tickets for specific classifications (such as user off-boarding/on-boarding, viruses, etc.) or issues of high importance.
Assign Ticket Tags so tickets from specific classifications appear in a specific view.
Attach Ticket Worksheets to user onboarding to make sure all accounts are created and SOPs are followed.
Assigning tickets to techs that are familiar with specific types of problems (e.g., send printer issues to the printer techs).
Flagging specific ticket types for later review, or for enhanced visibility.
Post a message to Slack if the sentiment of a ticket communication is negative.

For more information, see Ticket Automations Reference.

See Completed Ticket Automations

You can see automations that have run for a specific ticket at the bottom of a specific ticket:

You’ll also be able to see a preview from the Tickets table. For more information, see About the Tickets Tab/Page.

Restore Deleted Ticket Automations

If you delete a ticket automation by mistake, you can recover it.

Navigate to Reports. Then in the Tickets section, click the “Deleted Ticket Automations” link:

A list of your Deleted Ticket Automations appears. Click Restore next to the one you’d like to restore:

The Ticket Automation table displays containing the one you restored.

AutoPrintr - Printing in Syncro

2024-11-18T11:22:10Z

Note: This is a legacy integration. Syncro is no longer providing updates or support for this integration, and it may be deprecated in the future.

Automatic printing based on triggered events originated in Syncro.

What it does

Automatically send print jobs from Syncro to your printer based on triggered events within Syncro.
Can download and save PDFs based on triggered events.

What it doesn't do

Does not allow you to edit templates.
Will not automatically order pizza based on triggered events.

Please note: AutoPrinter requires an internet connection to operate.

Installation

Follow these steps to get AutoPrinter running.

Uninstall AutoPrintr

For those using our older version called AutoPrintr, please uninstall it. This will prevent potential conflicts with this newer version called AutoPrinter.

Create an API Token

AutoPrinter uses an API token along with your password to authenticate to your account. Learn more about API Tokens.

Before installing you will need to have an API Token generated and ready to go to sign in. To do this, first head to Admin > App Center. Locate the AutoPrinter card and click it.

Click the "Create API Key" button at the top.

Then on the dialog that appears, click "Create API Token." Note: No API permissions are needed by AutoPrinter. The token is simply a more secure version of a password, a key to get in the door, if you will.

You will now see the newly created token. IMPORTANT: Highlight and copy the key, then save it some place secure, because once you click "Done," the token will be masked. You will need this token to log in to AutoPrinter.

You definitely should set an expiration for the token. Just click "Edit" by the new token, enter a date in the Expiration field, and click "Update API Token." Setting an expiration does mean it will eventually need to be remade, but it's a good security practice.

Note: You must generate an API token either here or the specific one for AutoPrinter on the New Token page. It will not work if you generate any other type of token.

Now that you have a token, you can continue with the installation.

Download AutoPrinter

AutoPrinter can be downloaded from the App Center. Head to the Admin Tab > App Center, locate the AutoPrinter card and click it. If you are continuing from the steps above, you can also just click the back button in your browser to return there.

Click the link within the app card to download the installer file.

Installing

Required for install:

.NET Framework 4.8 or newer. The installer should prompt to install 4.8 if it's not present on the machine.
An internet connection to operate.

Once you have downloaded the AutoPrinter.Installer file to the local machine, double click it to run and the installer will start up. Step through the prompts to complete the install.

Note: The installer is an MSI file. If for any reason the installation fails, it is recommended that you restart the machine before trying again.

Launch

Once the install completes, AutoPrinter can be launched from either the desktop shortcut or Start menu.

Enter your Syncro site subdomain (found in your https://yoursite.syncromsp.com URL) and your API Token to authenticate AutoPrinter to your account. If you check the Remember me? checkbox, you should not need to login each time you restart Windows.

For example, if your site URL is https://showit.syncromsp.com, you will enter showit in the Subdomain field like shown below.

Settings

The settings tab is the primary place that you will interact with AutoPrinter. Here you can select which printer will have jobs generated as well as which events will trigger jobs to that printer.

Locations - Allows Big Chain accounts to select which location to print to.

Printers - This is where you choose which printer receives the print jobs.

Printer Settings

Register: If you are using the POS Module, you can choose which Register the print jobs generate from for POS triggers.
Print Mode: Choose whether you want to print Simplex (one sided) or Duplex (double sided).
Rotate: Check the box to rotate the print 90 degrees clockwise.

Events - Here you can choose which triggers send print jobs to AutoPrinter and the Quantity that will be printed.

Enabled: This column will make it so that manually triggered Prints for the specified trigger are sent to AutoPrinter.
Auto Print: Selected print-types will automatically print when the associated event happens in the app.
- Example: When you create a new Asset, you can have an Asset Label automatically print out when you save the Asset.

Logs

To access Logs, in the left side nav bar, click the magnifying glass. The Logs section is where a record is kept for the jobs sent to AutoPrinter. If there are any errors, they will be located here. Logs can be very useful for troubleshooting.

Also, you can find the text files for them at:

%ProgramData% > AutoPrinter > Logs.

Job Queue

To access the Job Queue, in the left nav near the top, click the paper icon. This section will list all of the inbound jobs that AutoPrinter has received along with some details for that job.

FAQs

Q: What operating system is AutoPrinter compatible with?

A: AutoPrinter will run on Windows 7 Home, Windows 7 Pro, Windows 8.1 and Windows 10 Home/Pro. The .NET Framework 4.8 update is required to be installed on any of the listed OS versions for AP to successfully install.

Q: Does AutoPrinter work with Mac OS?

A: Currently, no. This version of AutoPrinter is specific to Windows but we are looking into a Mac version of AutoPrinter.

Q: I don't want to install .NET Framework 4.8 on this computer, can I install AutoPrinter another way?

A: No. MS Update .NET 4.8 is required for AutoPrinter to install.

Q: Does AutoPrinter require an internet connection?

A: Yes. In order for it to receive jobs from our servers, the app needs to be able to access the internet.

Q: What ports does AutoPrinter use to communicate?

A: AP uses regular ports 80 and 442 for internet traffic. We also recommend allowing the app through the Windows firewall or your chosen 3rd party app's firewall.

Q: How do I update AutoPrinter?

A: AutoPrinter will automatically receive updates when we roll them out.

Known Issues

We fixed two issues where the printer would print lots of blank paper before printing the actual job, and when popping a cash drawer. If you experience this, please let our Support staff know about it. You can then uninstall AutoPrinter and reinstall the old AutoPrintr until we release another fix so as to save paper.

See also: Troubleshooting AutoPrintr.

Syncro Email Options for Maximizing Deliverability

2024-11-08T16:19:15Z

Syncro sends emails on your behalf and receives emails from your end users into the system. You'll want to set up your Syncro account to ensure communications are reliably delivered/received and reflect the branding of your organization.

Options for Sending/Receiving Emails

To send and receive emails with Syncro, there are three possible options (each with pros and cons):

Use the default, Syncro-provided email/Mailbox (e.g., [email protected]). This System Default Mailbox is created when your Syncro account is made. However, this option uses Syncro's branding and a shared email backbone, so deliverability may vary. It's a decent choice for initial demos of the functionality, but ideally you move on to option 2 or 3. If you decide to stay with option 1 and use the Syncro-provided email, it is strongly recommended that you Configure Verified Email Domains to improve your email deliverability.

IMPORTANT:
- If you change your subdomain, the Syncro-provided email address will change to reflect it. You must let your end users know about any such change, as the old email address will no longer work.
- For this option, Syncro may enforce daily limits on the number of emails you can send. You'll see a banner when you're at 80% of your daily limit, and another banner when you've maxed out. (These limits do not apply if you've verified your email domain, or if you use either of other email options.)
Configure a custom-branded email/Mailbox (e.g., [email protected]). This option requires some light configuration but allows you to use your own custom domain and have more branding options. You will still want to be sure to Configure a Verified Email Domain to ensure better deliverability. You can set up multiple outbound emails to send billing and marketing emails from their own dedicated email addresses while preserving one for support.

See Configure a Custom-branded Email/Mailbox and Configure Verified Email Domains for detailed instructions.
Bring your own SMTP. This option gives you ultimate control over deliverability and branding. Plus, you can set up multiple outbound emails to send billing and marketing emails from their own dedicated email addresses while preserving one for support.

See Set Up SMTP for detailed instructions.

Understanding Email Deliverability

We at Syncro care about email delivery and do everything possible to maintain our platform in both the technology and our reputation.

In the email universe there are three main parties:

The ESP (Email Service Provider).
Note: If you're using the default, Syncro-provided email/Mailbox (option 1) or the custom-branded email/Mailbox (option 2) described in Options for Sending/Receiving Emails, your ESP is Syncro and our ESP is SendGrid. If you're using SMTP (option 3), the ESP is your email server provider which you may also be hosting.
You, the Sender of the email.
The Recipient of the email (an end user via their chosen email provider).

An ESP has two main areas of responsibility:

Send emails in a technically correct and responsible manner.
Create and enforce a minimum standard of delivery.

As a sender, you have these areas of responsibility:

Ensure the email addresses you collect and mail actually belong to your end users.
Respect your end users by sending them mail they want or expect.

Some things, such as the following, are out of everyone’s control:

Filters (particularly at the consumer ISPs) are based on machine learning and are very automated. They judge mail based on statistics and probability.
Email providers run spam filters with black box technology with lots of machine learning built in. You can think of SEO as an analogy. They’ll look at sender IP, sending domain, sending email address, subjects, body, and more. They’ll also try to categorize the email and then make a guess at if they think the recipient wants to interact with this piece of mail based on their prior behaviors.
Consumers lose access to their email addresses over time. Mailing to these addresses can contribute to a poor reputation and bad deliverability.

Troubleshooting

If your emails are going to your end users' spam folders instead of their inbox, here are some things you can do to improve email deliverability:

Verify you have the correct email addresses for end users.
- Ideally, you would send them an email while you're in other contact with them so they can confirm they've have received it.
- In Syncro, this can be done by making sure they confirm receipt of the ticket creation email/autoresponder at the first interaction.
Since most of your email out of Syncro is Transactional, make sure new end users interact with your emails.
- An example: You send an invoice to someone who never opens emailed invoices. There's a good chance the filter will decide this person doesn’t want the email, no matter how good the email or sender reputation is.
If you are doing their IT and controlling your end user's email platform, allowlist your domain on their relevant spam filter if one is implemented.
Ask your end users to find all your email in their spam folder and “mark as not spam.”
- An example: you have a ticket opened and the contact clicks the spam button accidentally as they clean up their inbox. This may have moved all your email to this end user to the spam folder. (This can put all your email to all your end users in the spam folder for all we know!)
Ask your end users to add you to their address book.
Configure Verified Email Domains or update your SPF record for your email server to allow Syncro to send emails on your behalf.

When the emails you send directly go to your end users' inbox but this doesn't happen when you send email from Syncro, there are many potential reasons. These include:

You're still using the default, Syncro-provided email/Mailbox instead of a custom-branded email/Mailbox or SMTP.
The person recently got a number of emails from you and didn’t interact with them.
Someone recently clicked the spam button on similar email from you.
The person recently clicked the spam button on similar email from someone else.
Potential reputation issues around the sending email, headers, etc.

Email Addresses Syncro Blocks Based on Roles

When it comes to Syncro's Mailer module—where you are emailing a potentially large group of customers—we take certain steps to avoid being classified by ISPs and email providers as a spammer.

One of those steps is to block emails to "role-based" emails, such as [email protected]. See Role Addresses and Their Effect on Email Deliverability for more information.

Below is a list of all the titles Syncro will not send emails to so that a good reputation with ISPs and email providers is maintained:

abuse@
admin@
administracion@
administration@
advisor@
all@
available@
billing@
bursar@
busdev@
ceo@

co-op@
community@
compete@
consultant@
contact@
contacto@
crew@
customercare@
customerservice@

data@
database@

design@

digsitesvalue@

director@
directors@
directory@
download@

editor@
editorial@
editors@
eng@
enquire@
enquiries@
enquiry@
everyone@
exec@
executive@
executives@
expert@
experts@
export@

fbl@
ftp@

head.office@
head@

headoffice@

headteacher@

hostmaster@
hr@
info@
information@
informativo@
investorrelations@
jobs@

marketing@
master@
media@
no-reply@
noc@

noreply@
office@
officeadmin@
operations@

post@
postbox@
postmaster@
postmaster@
prime@

principal@

privacy@
reception@

recruit@
recruiting@
remove@
request@
root@
sales@
school@
schooloffice@
secretary@
security@
spam@
subscribe@
theoffice@
usenet@
users@
uucp@
webmaster@
welcome@
www@

Syncro Unleashed for IT Departments: From Setup to Service Excellence

2026-02-09T16:56:53Z

Get ready to master Syncro!

If you work in an IT department, this edition of Syncro Unleashed is your definitive resource for training on our unified platform. This program is designed to help you streamline operations, enhance security, and deliver exceptional support to your organization.

Prerequisite: A trial or paid Syncro account is available to execute the setup, ticketing, and management actions covered in this learning path. All topics are designed for Technical Leaders.

1. Introduction

Step 1: Learn What's In Your Sandbox

Now that you have your 14-day Syncro trial account, you can test core RMM/PSA functionality.

See what pre-configured example data (including example policies, assets, and tickets) is available, and learn about how to access our comprehensive Resource Center.

Step 2: Control Your Syncro Account

After exploring a Syncro Trial, you'll be ready to convert to a paid subscription. You'll need a clear understanding of our available subscription options and how you'll be billed for users and any add-ons. See how easy it is to make payments, access all past invoices, and change your subscription plan at any time.

The Syncro Subscriptions & Billing document tells you everything you need to know.

Step 3: Establish Your Syncro Foundation

Now let's set up your account with your contact information, the URL you’ll use to access Syncro, and any branding. You'll also need to specify your business hours to ensure that future areas in the platform (such as Service Level Agreements) take them into account.

Follow the instructions in Set Up Your Syncro Account and Set Up Your Business Hours.

2. Launch Your Syncro Environment

Step 1: Assign Syncro Users to Security Groups

Syncro provides a few security groups out of the box, including one for Administrators and one for Technicians. The easiest way to get started with Security Groups is to assign Syncro Users to these Syncro-provided ones.

Watch this short video to learn more:

Assign your Syncro Users to the Syncro-Provided Security Groups.

Tip: If your company structure will have multiple Organizations (described next), and you think you'll want to restrict which Syncro Users support which Organization(s), make a note to take a look at the “Select Customer” access type later.

Step 2: Establish Your Organizational Structure

Now you’ll configure Syncro for your company’s organizational structure. This structure is necessary for generating reports, applying targeted policies, and establishing custom workflows.

To determine whether a single or multiple Organization setup is best, you'll need evaluate if your workflows, branding, and policies are consistent across all locations and departments. While a single Organization is ideal for uniform operations, multiple Organizations provide the necessary flexibility for businesses with distinct regional needs or diverse brand identities.

Review all of the Best Practices to plan out your Organization structure. Then create your Organization(s) in Syncro.

Step 3: Integrate Syncro with Microsoft

Now you’ll integrate Syncro with your Microsoft environment. It's important to do this before deploying the Syncro Agents that will help you monitor and manage your endpoints.

The Microsoft integration allows you to use Entra ID user sync to quickly import End Users into each of your previously created Organizations. It also gives you the ability to execute frequent Microsoft actions, like resetting passwords and MFA for users, directly from Syncro.

Note: You must be logged into Syncro as a Global Administrator to set up this integration.

Use the Unify Microsoft 365 Management (Microsoft 101) training guide to set this up.

Tip: You can optionally activate a Microsoft 365 and Entra ID (i.e. Syncro Cloud) backup trial and onboard your Organization(s) by customizing the backup scope for users and services. Refer to the Activate Cloud Backup Protection (Microsoft 102) training guide if you want to set it up.

3. Standardize Policies & Deploy Agents

Step 1: Understand Policy Inheritance

Syncro's policy structure leverages Policy Inheritance, which functions like a Group Policy Object (GPO) model. Think of policy inheritance as a waterfall. Settings flow down naturally unless you place an override at a lower level.

Watch this short video to learn more:

Review the key concepts and best practices for Policy Inheritance before moving onto Step 2.

Step 2: Create Policy Folders & Assign Policies

Once you set up a policy folder structure for your Organization(s), you can create and assign base policies to these folders. This process ensures that the correct policy settings will automatically apply when any new assets are added to your Organization(s).

Follow these steps:

For each Organization you have, create policy sub-folders for Servers, Workstations, and Laptops (for any remote workers). For example:

Single Organization	Department/Business-Unit Based Organizations	Location-Based Organizations

Create new policies: a Top-Level Policy for your Organization(s) and base policies for their Servers, Workstations, and Laptops subfolders.
1. For the Top-Level Policy, minimally include everything in the [Example] Sample Policy plus the System Tray with Live Chat enabled and an Agent Contact Form. (Optionally, set this as the default for any new Organizations that may be created later.)
2. For your Servers, Workstations, and Laptops base policies, include scheduled Windows updates using these examples and Best Practices, and Third-Party updates using these Best Practices & Examples.
Assign your policies: assign the Top-Level Policy to the Organization(s); assign the Servers, Workstations, and Laptops base policies to their sub-folders.

Step 3: Deploy Syncro Agents

Now you can install Syncro Agents on your endpoints. If you have multiple Organizations, you might first do this with a small pilot group across different Departments/Locations with a mix of device types (e.g., Windows, Mac, etc.) and verify that monitoring data is populating before deploying to your entire fleet.

Watch this short video to learn more:

Follow the instructions to Configure the Syncro Installer in a Windows GPO.

Tips: Once your assets are managed, you may want to:

Customize the columns in the Assets Table so you see exactly what you want to see.
Check out the Patching Dashboard, which can help you visualize compliance gaps and quickly surface critical missing patches.

4. Categorize & Organize Your Helpdesk

Step 1: Customize Ticket Settings

Before you start working with tickets, it's a good idea to look at the global Ticket Settings. You'll use these later to help categorize, view, and automate the work that comes in.

Examples of Ticket Issue Types include: Regular Maintenance, Onboarding, Offboarding, Network, and Software/Application.
Examples of Ticket Statuses include: New, In Progress, Waiting (on Approval/Customer/Parts), Scheduled, Escalated, and Resolved.

Review the Ticket Issue Types and the Ticket Statuses under Admin > Tickets - Preferences and create some of your own. While you're in the Ticket Settings, you may also want to Enable Ticket Priorities and any other settings you're interested in.

Step 2: Create Service Level Agreements (SLAs)

A Service Level Agreement (SLA) defines and manages commitments by setting clear expectations for ticket response times, resolution deadlines, and escalation paths. Later, you'll see how to automatically apply these rules based on ticket priority, Ticket tags, and/or Organization/End User tags.

Watch this short video to learn more:

Think about how your SLAs might work for your company’s organizational structure, then review the best practices and create your SLAs in Syncro.

Step 3: Create Ticket Views

Ticket Views let you customize exactly how you want to see your tickets, then return to that list at the click of a button. (Think of them like saved filters.) Ticket Views can help you:

Isolate tickets so that specific people and/or teams know exactly what to work on,
Monitor specific types of tickets to ensure they're not breaching SLAs or going stale.

Watch this short video to learn more:

Check out some popular examples of Ticket Views, then create a few pinned Ticket Views.

Tip: In addition to creating Ticket Views, you may also want to customize the columns in the Tickets Table so you see exactly what you want to see.

Step 4: Understand Ways Tickets Are Created

Let's look at two ways tickets can already be created in your Syncro account. The first is a ticket you manually create on behalf of an End User. The second is using the system tray, via the Agent Contact Form you set up in the "Standardize Policies & Deploy Agents" section.

Manually create a ticket. Then, remote into one of your assets and acting as an end user, open the system tray and fill out your Agent Contact Form. Review how these new tickets show up in your Ticket Views. (Bonus: Take a peek at some other ways tickets can be created. You'll learn about three more in this training!)

Step 5: Set Up Recurring Tickets

Now, here's the first of several ways you can have Syncro auto-create tickets.

Snippet: Automate Maintenance w Recurring Tickets

Recurring tickets allow you to automatically generate Tickets on a schedule that

[insert-question 3518314]

Learn how to create a recurring ticket and get a few of these set up.

Step 6: Create Ticket Worksheets

Snippet: Ticket Worksheets

Ticket Worksheets are checklists you define and then use to track a set of tasks.

[insert-question 3571027]

Check out some popular examples of Ticket Worksheets, then create a few of your own. Attach a Worksheet to one of the tickets you already have, then check off each of the steps to see how it gets finalized.

5. Automate Workflows for Efficiency

Step 1: Create Tickets from Inbound Emails

Syncro sends emails on your behalf and receives emails from your end users into the system. If you want Syncro to automatically create Tickets from inbound emails whenever the sender's email address matches an existing Organization (or an End User), you must first configure your Syncro mailbox so emails are reliably delivered and received.

Watch this short video to learn more:

Review the Options for Sending/Receiving Emails and set up either a Custom-Branded Mailbox or Bring Your Own SMTP. Then, configure your Syncro account to Automatically Create Tickets from Inbound Emails.

Step 2: Set Up Automated Remediations

Snippet: Automated Remediations

An Alert is an automatic notification of an event that occurs in a network's infr

[insert-question 3697060]

Use the step-by-step instructions in Create Automated Remediations for Alerts and create one now.

Step 3: Configure Notifications to Get Notified About Important Events

As you saw in the Automated Remediation above, you can set up Syncro to notify you about important events. You do this the Notification Center using Notification Sets. Syncro provides several Notification Sets you can use right away; these two will be most interesting to you:

Default: Triggers emails for core flows in Syncro, including Ticket replies and Appointments.
RMM Alerts: Triggers emails and in-product notifications when an RMM alert is created, and an in-product notification for when an Asset is created.

You should customize these or create new Notification Sets for any triggers you are interested in following.

As a best practice, we recommend that you pipe them to your Teams or Slack channels. For example, if you want to track software installs, uninstalls, and updates on all your Assets, create a Notification Set for them and send these three notifications to your channel. You could have a Notification Set per team, such as your Helpdesk and Networking Teams. Create as many Notification Sets as you like!

Learn more about how to customize and assign notifications.

Step 4: Leverage Scripting

Scripting is one of the core RMM features in Syncro. We designed our Scripting module to have maximum flexibility and interoperability with tools you already use, including PowerShell, Batch, VB Script, and Mac Bash. You can access a wide variety of scripts in the Community Script Library, and/or create your own. There are multiple ways for you to run scripts too: on a schedule, as part of a Policy or an Automated Remediation, and using our API.

Review the Launch Scripts Across Your Fleet Training Guide. Then, import a few scripts from the Community Script Library and set one up to run as part of an Automated Remediation.

Step 5: Set Up Ticket Automations

Ticket Automations help you standardize your helpdesk workflows and ensure critical issues never slip through the cracks. By automating repetitive tasks, you can significantly reduce errors, improve SLA compliance, and ensure your technicians focus on the most important work.

In Ticket Automations, Actions you specify are performed when certain Conditions are met. You can add as many Conditions and Actions as you need to ensure the automation behaves the way you want. IMPORTANT: Ticket automations will not run on tickets with a “Resolved” status.

Watch this short video to learn more:

Some Ticket Automations you may want to set up when a ticket is created include:

Attach an SLA and/or a Ticket Worksheet: For example, if the (Customer) Organization is “Executive Leadership,” attach the “VIP (urgent)” SLA. If the Ticket Issue Type is “Onboarding,” attach the “Employee Onboarding Checklist.”
Add to a Ticket View: For example, if the Ticket Status is “Escalated,” add the Ticket tag “Escalated” to display it in a Ticket View filtered by that tag.

Check out more examples of powerful Ticket Automations you can implement right away, and create a few Ticket Automations now.

Next Steps

If you've completed the training in this learning path, here are the next steps you can take:

Give Feedback on this Training: Take 2 minutes to tell us what you think of our new training materials so we can keep improving it.
Review Additional Training Guides: Continue your learning journey using our Training Guides page, which is organized by role and features direct links to useful examples, ensuring you can keep acquiring and applying new knowledge.

And finally, we hope you'll join us and be an active participant in the Syncro Community to continue growing your knowledge and helping others.

Stock Take - Inventory Reconciliation

2024-11-17T18:59:40Z

Note: This document has been imported from the former KB and has not yet been verified.

Overview

Our Stock Take module can help you go through and verify your actual stock on hand matches the on-hand value shown in the Inventory tab. It will also allow you to update the on-hand value in the system to match your inventory count when discrepancies are found.

You can access the Stock Take module one of two ways.

Admin > Inventory - Stock Take.
Inventory tab > Inventory Modules > Stock Takes.

Before you head there, if you haven't used it before, see the next section.

Stock Take Lists

First, you probably want to set up a "Stock Take List" of items to be checked. This can be a random sampling of your inventory, the whole inventory, or a subset based on category or high-frequency sales.

To do that, click Inventory tab > Inventory Modules > Stock Take Lists > New Stock Take List.

Fill in the list details.

Name - Required
Assignees - Optionally assign to a tech
Frequency - How often you want it to generate
Run Next At - When to start its schedule

Next, in the ADD PRODUCTS section on the right, tell it what products you want to be checking when you run this List. They will appear in the PRODUCTS list at the bottom. You can do this several different ways.

Start typing a product or service name, click the desired one in the list, then click Add Product. Note that only products that have Maintain Stock enabled will show up when you type.
Select a whole category of products in the dropdown, then click Add from Category.
Enter the number of random products you want in the Size field, then click Add Random Set.
Click Add All to include all products and services in your stock take. You can then delete selected products in the list below if desired.

Products you add will appear in the PRODUCTS section at the bottom. You can do the following.

Select one, many, or all products...
...then click REMOVE SELECTED to delete them from the list.
To the right of a single product, click Remove to delete just that item.

Now that you've told it what products you want to check, you can go do a stock take. In the upper right, click New Stock Take to begin checking stock. You can also do this on the Stock Take List overview.

Stock Take

After starting a new stock take, you will be taken to the stock take main screen with a few ways to quickly enter your stock.

Barcode scanning

The fastest way is barcode scanning. You can get a barcode scanner (USB or Bluetooth/mobile) and just scan every product you want to count. The site will make success/fail sounds so you can concentrate on what you are scanning. You will see a running list of Recent Scans. You can also manually key in a UPC code in the Barcode Scan field and press Enter.

If you scan some items that are not found (that is, the UPC code does not match any item in your inventory), they'll show up in the top list of Recent Scans, but not in the Recent Entries or Total Entries.

Manually keyed entries

If you do not have a barcode scanner or want to fallback to keyed entry, follow these steps.

On the right side, start typing a product name.
Click the desired product name.
Type a quantity and press Enter (which is the same as clicking Save).
Alternatively, on an iPad/tablet, you can also use the onscreen keypad (1-9, since it auto-submits - no 0). If the quantity is greater than 10, you will need to type it in the qty field.
When ready to move to the next item, click change.
- Note that your progress is saved as you go, so you can always navigate to a different page and then return to this stock take to continue entering data.
Once you have completed your inventory count and want to finalize the results, in the upper right click the Finalize button.

Resolve Stock Take

Once you finalize the stock take, this will take you to the Resolve Stock Take screen. Here you will see several pieces of information (this requires a separate permission).

Expected Quantity: The current on-hand quantity for each item in the Inventory tab.
Counted Quantity: The value entered during your inventory count.
Update to Counted: A series of checkboxes for each item in the stock take. Any items where you this box checked will update the on-hand value in the system to the value seen in the Actual Quantity of the stock take once the stock take is submitted.
Reconciliation Reason: Select why you think the count was off—Borrowed, Broken, or Lost.
Notes: Any notes about each item.

Important: if you don't check the Update to Counted box, the product quantity will not be updated.

After reviewing the information and selecting the items to update, click Submit to finalize the stock take, then click OK to confirm. This will set that particular stock take to a "read-only" state so that it can be reviewed, but not revised.

Here is an example of the report you get from a finalized Stock Take.

Troubleshooting

When you click New Stock Take you may get the error "Location cannot be blank. Please select your location." To fix this, you must set the location you are in from the user menu.

Click your username in the upper right > Change Location.
Click the desired location where you want to take stock.
Go to Admin > Inventory - Stock Take.
You can now successfully click New Stock Take.

About Syncro's AI Features

2024-07-30T02:00:06Z

These first-generation AI features are deprecated and will no longer be maintained as we transition to our next generation of AI. If you're using an AI Ticket Classification as a Condition in any Ticket Automations, we suggest replacing it with a similar Issue Type or Ticket Tag.

Who Can Access Syncro AI Features

The Smart Ticket Search feature is available to all Syncro users.

The Guided Resolution and Sentiment Analysis features are only available to users of Syncro's Team Plan.

About Security Permissions

Syncro AI features are accessible by Users within your organization as long as those Users have access to the underlying feature.

For example, users having access to view Tickets can see AI Ticket Classifications. Users having access to edit Ticket Automations can create automations using AI Ticket Classifications.

Note: None of your ticket data leaves the Syncro AWS instances, ensuring privacy and security for both you and your customers.

Data Privacy

Syncro has custom-trained models specifically for AI Ticket Classification and Smart Ticket Search.

We train our AI models in our own AWS instances and we do not share your data with any third parties as part of our AI work. We also de-identify and aggregate data we use to train our AI models as follows:

Feature	Fields	Notes
AI Ticket Classifications	Ticket Title/Subject Ticket (Issue) Description	All personal and identifying data is removed from text.
AI Sentiment Analysis	Ticket Communications/Comments	All personal and identifying data is removed from text.

Feature

Fields

Notes

AI Ticket Classifications

Ticket Title/Subject

Ticket (Issue) Description

All personal and identifying data is removed from text.

AI Sentiment Analysis

Ticket Communications/Comments

All personal and identifying data is removed from text.

Enabling/Disabling AI Features

While enabled by default, Syncro has an in-app setting that allows you to stop Syncro from using your data for AI training.

Navigate to Admin > AI - Preferences, then set the topmost toggle to Off or On:

Note: Disabling AI Training does not impact Smart Ticket Search.

All Syncro users see the first toggle, which you can use to stop Syncro from using your data for AI training.

IMPORTANT: If you disable AI Training, Syncro also disables Guided Ticket Resolution and Sentiment Analysis. That's because both features requires the ability to train against your data. Disabling Guided Ticket Resolution also disables all AI Ticket Classifications and AI recommendations. Disabling these features does not impact Smart Ticket Search.

Team Plan users will see additional toggles they can individually enable/disable. These toggles match additional features that are available in that plan (e.g., Guided Ticket Resolution and Sentiment Analysis).

Accuracy

AI-powered tools are designed to provide information and results based on Artificial Intelligence (AI) algorithms, which identify patterns and relationships from large amounts of data. There is a possibility of inaccuracies, omissions, or misleading outcomes due to the complexities and limitations of AI technology.

Syncro has built its AI features to reduce the likelihood of inaccuracies or misleading outcomes, but there is currently no way to fully eliminate errors. Rest assured, all of the suggested resolutions and scripts are approved by humans and not generated by the AI.

Acronis Cyber Protect

2024-11-04T16:20:47Z

Acronis Cyber Protect Cloud delivers fast, reliable, and automated backup and recovery for servers, workstations, and cloud workloads—all managed from a single console. It ensures business continuity by protecting data across any environment and restoring it in minutes, minimizing downtime and eliminating complexity.

Syncro has made the full suite of Acronis Cyber Protect Cloud products available to you without the hassle of contracts, financial commitments, or minimums to meet. For a full breakdown of available SKUs, pricing, and pricing tiers, refer to the Acronis Cyber Protect Cloud Feature Guide.

Notes:

Universal Billing is currently available with Acronis.
Acronis provides direct support for all issues. See the Acronis-Syncro Direct Support Instructions for details.
We currently offer Acronis for Syncro users located in the USA, UK, EU, Australia, New Zealand, and Canada.
If you'd like to migrate an existing Acronis account to Syncro for continuous management, please contact our Sales team directly at [email protected]">[email protected].
Acronis provisioning is not available to Syncro trial accounts.

Access Acronis in Syncro

To provision your own account and access Acronis in Syncro, follow these steps:

Navigate to Admin > Integrations - App Center.
Type “Acronis” in the search bar, then click the Acronis app card that appears. The Acronis Backup page displays specific pricing and package details.
Review the Terms of Service and Privacy Statement provided via the links to Acronis.
Click I Accept.
Proceed to Set Up a New Customer.

Set Up a New Customer

To set up a new customer in Acronis, follow these steps:

Log In and access your Partner dashboard.
At the top right of the page, click +New, then select "Customer” from the dropdown menu.
Enter the general information for the customer.
Use the Mode dropdown menu to select whether the customer is using a free Trial period or going directly to a Production environment.
IMPORTANT: If you select Trial mode, the customer will receive a 30-day trial period, after which they'll automatically be switched to Production mode.
For Management Mode:
- If you want your customer to manage their own account without you having the ability to manage it for them, select “Self Service.”
- If you want to manage the customer instance, select “Managed by Service Provider.”
In the Security section, check the “Two-Factor Authentication” box.
Create an administrator account for the customer. Some things to note:

Login: Login names are unique, so it’s best practice to use your company name followed by the user’s first and last name as their login (e.g., syncro-bobsmith)
Email: Enter an email address for the Admin account, which may be an email address at your company, or an email address at your customer. (This depends on the Mode selected in step 4 above.)
First Name/Last Name: Enter the Admin's first and last name.
Company Contact: Define the roles for this administrator or “Company Contact” (e.g., Billing, Technical, Business). The role determines which platform updates the Admin receives. You can select a single role type or multiple roles.

Click Next to Select a Service.

Select a Service

Note: Ensure the Protection box is checked to enable service selection.

There are two service billing options available under the Cyber Protect platform:

Per Workload: Bills based on a license for each product, along with a discounted per GB cloud storage cost.
Per GB: Bills based on storage utilization exclusively, both for local and cloud storage. This model has no license fees.

Click Next to Configure Services.

Configure Services

Configure services as desired. All available SKUs will be enabled by default. You can disable any given SKU on a custom-by-customer basis as necessary.

Notes:

Backup protection for Cloud Storage in the Acronis Cloud is enabled by default, and is required to back up data to the cloud. Local backup Resources are also enabled by default and are required to back up data locally.
The Standard Protection plan can include M365 and Google Workspace Protection. Alternatively, these can be disabled if not selected for the customer.

Click Save to complete the creation of your Customer, which allows you to view them in your tenant.

Proceed to Create a Protection Plan.

Create a Protection Plan

To create a new Protection plan for your customer, follow these steps:

Navigate to the selected customer and click Manage Service.
From the menu on the left side, select “Management,” then “Protection Plan.”
Select “Create Plan.”
IMPORTANT: Use the toggles to disable the Antivirus & Antimalware Protection, Vulnerability Assessment, and Device Control items from your protection plans. Failure to do this may cause potential conflicts with existing antivirus deployments.
Configure the protection plan as desired. You can select back-up schedule parameters to be included in this protection plan.
Click Create.

Proceed to Install the Acronis Agent.

Install the Acronis Agent

Note: Silent deployments are not available for Mac and Linux agents natively through Syncro.

To install the Acronis Agent after you've created a Protection Plan, follow these steps:

Navigate to the Add Devices section (Devices > Add).
To perform a silent installation for Windows machines:
- Generate a token.
  IMPORTANT: Be sure to record the token identifier as tokens are not visible after they are generated.
- Use the Syncro - Acronis Deployment install script with the token you previously recorded as a script variable.
To perform a manual install, select the applicable option (Server, Workstation, OS).
Note: Manual installs require you to log into your customer instance to register the deployment.

About Monitoring Scripts

There are two scripts available in Syncro's Community Scripting Library for monitoring the general health of the Acronis installation:

Cancel Acronis

If you want to cancel your Acronis instance please contact our Support team.

Notes:

The Acronis billing cycle ends at 11:59PM UTC the last day of each month, so all cancellation requests must be submitted three business days prior to this time to avoid further charges.
To expedite the process, you can alternatively delete your customers, assets, and data from your Acronis instance manually.

Login, Work, Fix (Technicians 101)

2025-06-12T21:05:13Z

This guide introduces technicians to daily operations in Syncro, covering how to navigate the tickets table, track billable time, use ticket communications for internal and client collaboration, initiate Splashtop remote sessions, utilize backgrounding tools, chat with end users, manage patches, and install the mobile app.

To start, watch this short video so you get a sense of what you might be doing in the platform on a daily basis:

Notes:

Throughout the documentation, you'll sometimes see text in italic font. This means the term is defined in our Syncro Glossary.
For a high-level overview of where things are in Syncro, see About the Syncro Header & Primary Navigation Bar.

Step 1: Familiarize Yourself With the Tickets Table

The first tab you'll want to get familiar with is Tickets. When you click this tab, the Tickets page displays a dashboard of Tickets that are likely in need of your expertise.

Two standard columns you should notice right away are Status and Priority. These have color-coded values to help you decide what to work on next. You can inline edit these as well as several other columns in this table. If your Administrator created custom fields for Tickets, you'll see those as columns too.

If a magnifying glass appears inside a table cell, you can click that to get more information. To track your time or communicate with people about the Ticket, click the Ticket's number to display it Details page.

The Tickets table also provides many ways for you to find exactly what you're looking for. For general information about that, see About Tables in Syncro.

Watch this short video to learn more:

Use the step-by-step instructions in Manually Create a Ticket to create an example ticket, and see how it appears in the Tickets table. Then, change the Status of that ticket to In Progress.

Step 2: Add Billable Time to a Ticket

As a Technician, it's important that you track time spent working on tickets so clients can be charged and so you get paid! That said, we recognize that tracking time is no one's favorite task, so Syncro makes it easy for you to do this while you're focused and still completely in your problem-solving flow.

You can track your billable time on a Ticket's Details page in one of two ways:

Use the Labor Log Timer: Select a predefined Labor Type and click Play. Pause or Stop the timer, and voila! The time is tracked inside the ticket. When you're finished, you can view the entire Labor Log and make any additional notes or adjustments. We'll focus on this method here.
Manually, in the Ticket Communications section: As part of commenting on the Ticket, you can select a predefined Labor Type and enter in the time worked. (You'll see this in Step 3.)

Tip: A stopwatch icon with a number inside a red dot appears in the Syncro Header when you still have some active timers running.

Watch this short video to learn more:

Use the step-by-step instructions Add Billable Time to a Ticket and try out the first method now. (You'll have the opportunity to try the second method in the next step.)

Step 3: Use the Ticket Communications Section

The Ticket Communications section is a part of the Ticket's Details page where you'll spend a lot of time. It has many features that help you communicate both with End Users and others on your team. (It's also sometimes called the Ticket Comments or Notes section.)

There are different types of communications you can create, and these have different levels of visibility. You'll want to be sure that what you want to keep private stays that way, and what you want to send out publicly is received. Go read about that now in The Visibility of Ticket Communications.

Then watch this short video to learn more:

Tips:

Use Canned Responses to insert boilerplate text into the Body of frequently-sent communications.
If your Administrator enabled this feature, you may also be able to Choose a Date for Ticket Timer Log Entries if you manually add time here.

Review the visibility descriptions and then use the step-by-step instructions in About the Ticket Communications Section to add one Public Note and one Private Note to your Ticket. (Bonus: Pin the Private Note.)

Step 4: Collaborate on a Ticket

It's important to be able to collaborate internally with fellow technicians about complicated installations, difficult issues, and for training/mentoring purposes. When it's appropriate, you also need to be able to collaborate with your customers to resolve tickets.

Ideally, all communication about a ticket happens inside the ticket. Everyone who needs to be involved and/or stay informed is kept in the loop about what's happening.

Syncro provides two methods you can use to collaborate on a ticket: mentions and subscribes.

Watch this short video to learn more:

Use the step-by-step instructions in Collaborating on a Ticket to mention someone in your Ticket. If possible, find another Ticket you're interested in and subscribe to it.

Step 5: Initiate a Splashtop Connection

Let's shift now to some of the tools you'll use to do the work of resolving a ticket.

Splashtop is the built-in remote access tool you can use with Syncro. It enables you to start a remote session on an End User's asset in a separate window outside of your browser. You can transfer files, and take actions like Ctrl-Alt-Delete. If you're on the Team Plan, you'll also have multi-monitor support and session recordings.

Watch this short video to learn more:

Follow the "Use Splashtop" instructions in Remotely Access a Machine via Splashtop to explore this feature now.

Step 6: Use Backgrounding Tools

Backgrounding Tools help you make repairs, view system specs, access the event viewer, edit files and folders in file management, enable powerful tools using scripting, and more. You can do your work without interrupting the end user's work.

Watch this short video to learn more:

Use the step-by-step instructions in Use Backgrounding Tools and explore this feature now.

Step 7: Chat With End Users

If an Administrator has set it up, you can use Syncro's chat feature to engage in live conversations with End Users directly from their managed devices.

Access Chat via the primary navigation bar, the chat bubble in the Syncro header, or an Asset's quick preview. To start a new chat, click (+) next to the Chats List filter, select the Syncro Device, and click Start Chat.

The interface has three parts: the Chats List, the Active Chat Session, and the Information Panel. During a session, you can assign, reassign, or close the chat, or create a ticket. Remember to close chats when finished.

If possible, open the Chat and initiate a chat. Or, learn more about using the Chat feature in Chat with End Users from the System Tray.

Step 8: Manage Patches

Snippet: Patching Dashboard

The Patching Dashboard consolidates and helps you visualize data Syncro collects

[insert-question 3358733]

Learn more about what you'll see in About the Patching Dashboard.

Step 9: Install the Syncro Mobile App

The Syncro Mobile app is specifically designed to help you when you're working in the field.

You can:

Quickly visualize and plan your schedule,
Get full access to Syncro’s Ticket management system,
Remote into an asset from the app to restart the machine,
And more!

Grab the Syncro Mobile app from the App Store or Google Play.

Next Steps

If you've completed these steps, you have a great start to your Technician experience in Syncro!

To deepen your knowledge of Ticketing features, you can poke around in our additional, Ticket-related documentation.
Or, see the Related Docs section for other overview/setup guides.

Ticket Reports

2024-11-17T13:28:17Z

This document introduces the reports available for the Tickets feature in Syncro. You can use these reports to track workload volume and team efficiency, identify operational trends, and maintain data integrity—ensuring your service desk remains both productive and profitable.

Note: You can access these reports from the Reports tab, or from Admin > Syncro Administration - Reports.

Report Descriptions

Created Tickets

Target Audience: Technical Leader, Business Leader

Purpose: This report allows users to analyze historical trends in ticket creation volume over a selected date range. Its primary goal is to inform critical business decisions related to staffing, resource allocation, and overall service delivery capacity.

Generate the Report:

Click the Reports tab.
In the Tickets section, click Created.
If desired, filter the report for a specific Saved Customer Search or Period using the dropdown menus.

Interpret the Report: This report provides visual charts illustrating the monthly volume of tickets opened within your chosen time frame. Technical and Business Leaders should focus on whether the monthly ticket creation volume is trending upward or downward.

A sustained increase in ticket volume may signal a need for increased staffing or adjustments to standard operating procedures to maintain service quality. Conversely, a sustained decrease may indicate successful automation or optimization efforts, or it may prompt an investigation into customer engagement levels.

Analyzing these trends helps the Business Leader anticipate resource needs and the Technical Leader gauge the demand placed on their team.

About the Data

Data is sourced from all tickets created within the Syncro platform.
The report displays ticket creation totals aggregated on a monthly basis.
The default Period is Month To Date.
The volume displayed is a simple count of all tickets created during the period.

Next Steps: Compare the trends revealed in this report with metrics from open ticket reports to assess if current staff levels and technician efficiency can handle the incoming volume. This analysis should inform decisions on technician hiring, training needs, or adjustments to business strategies in response to volume fluctuations.

Deleted Tickets

Target Audience: Technical Leader, Technician

Purpose: This report serves as an audit and recovery tool, listing all recently deleted tickets within the Syncro platform. Its purpose is to allow Technical Leaders and Technicians to review and restore any service requests that were deleted in error, ensuring comprehensive coverage and consistent quality customer service.

Generate the Report:

Click the Reports tab.
In the Tickets section, click Deleted Tickets.

Interpret the Report: This report displays a simple, auditable table of all tickets that have been permanently removed from the main view. It's a holding area for tickets that still require attention or were accidentally discarded.

About the Data:

Data is sourced directly from ticket records created and subsequently deleted within the Syncro platform.
Restoring a ticket will not restore any associated ticket charges or appointments.

Next Steps: Technicians and Technical Leaders should review this list regularly to verify that only tickets appropriately marked for deletion are present. If any tickets were incorrectly deleted, click Restore to immediately return return the ticket to the active queue. Following restoration, the user must follow standard operating procedures to verify ticket details, add any necessary charges, and continue working the ticket.

Deleted Ticket Automations

Target Audience: Technical Leader, Technician

Purpose: This report serves as an auditing tool to help maintain the integrity of automated standard operating procedures (SOPs). Its purpose is to allow Technical Leaders and Technicians to review and quickly re-enable any automations that were unintentionally removed, thereby maintaining the consistency of automated ticket workflows.

Generate the Report:

Click the Reports tab.
In the Tickets section, click Deleted Tickets.

Interpret the Report: This report displays a tabular list of Ticket Automations that have been recently deleted from the Syncro platform. For each entry, you can review the Automation Name, the trigger Conditions, and the Automation Type to understand its original function. During a regular audit of ticket procedures, Technical Leaders should review this list to ensure that only obsolete automations remain deleted. If a critical automation appears on this list, it indicates a gap in your workflow that needs to be addressed.

About the Data:

Data is sourced from the historical record of all ticket automations created within the Syncro platform.
The table lists only those automations currently holding a deleted status.
This report helps maintain the integrity of

Next Steps: If you determine that a ticket automation has been incorrectly or prematurely deleted, you should immediately use the Restore option. Restoring the automation ensures that the intended workflow is put back into an active state, maintaining the efficiency and consistency of ticket handling procedures.

Pending Ticket Charges

Target Audience: Business Leaders, Billers

Purpose: To provide a consolidated view of potential revenue that has not yet been converted into an invoice to improve billing efficiency.

Generate the Report:

Click the Reports tab.
In the Tickets section, click Pending Ticket Charges.
Start typing the name of a Customer Organization and select one.
If desired, filter the report for a specific date range using the Period dropdown menu.

Interpret the Report: The presence of a ticket on this report signifies that the work documented has an outstanding financial obligation that needs to be addressed through the invoicing process.

Each entry lists the End User/Contact's First and Last Name, the Business (i.e., Organization) Name, and a clickable ticket Number, which you can click to open that ticket's Details Page. For each ticket, you'll see the specific Product or Service being billed, its Price, Quantity sold, and Amount of the pending charges. The Ticket Status lets you know where the Ticket is in its lifecycle. (See also: How Ticket Statuses Change.)

At the bottom is a Total that signifies all the outstanding financial obligations that you can and should generate Invoices for.

About the Data:

The data source for this report is the charges logged directly within a ticket.
Each row/pending Amount is calculated as Price * Quantity.
Any ticket that has been fully invoiced will not appear on this report.

Next Steps: Click into the listed tickets to verify the charges. Then generate and send an invoice to the Organization(s) so you can get paid for your work.

Recurring Tickets

Target Audience: Technical Leader, Technician

Purpose: To provide a comprehensive snapshot of all currently active recurring tickets within the Syncro platform. This detailed list helps you maintain oversight of your automated workload so you can effectively audit and manage automated, repetitive tasks, ensuring scheduled maintenance and operational consistency.

Generate the Report:

Click the Reports tab.
In the Tickets section, click Recurring Tickets.

You can optionally navigate to the Organization's Details Page or the Ticket's Details Page. You can also delete Recurring Tickets from here.

Interpret the Report: Each entry is crucial for identifying the ongoing commitments for scheduled work. You can see key fields including the Ticket Number, the associated Customer Organization, the original Creation Date of the recurrence, and most importantly, the Next Run Date. The Technical Leader should use this report to audit the necessity and frequency of all recurring tasks, ensuring they align with service agreements. The Technician can use the report to confirm the status and upcoming schedule of their automated work

About the Data: The data is sourced from all active recurring tickets in the Syncro platform.

Next Steps: After reviewing the report, you should click into any specific ticket number to review details and make any necessary adjustments to the recurrence schedule or task content. If a recurring ticket is determined to be obsolete or no longer needed, you should navigate to the ticket to disable or delete the recurrence, thereby managing the platform's automated workload.

Resolved Tickets

Target Audience: Technical Leader, Business Leader

Purpose: To provide comprehensive metrics on the volume of tickets resolved each month over a pre-defined period. Its primary purpose is to allow Technical and Business Leaders to analyze service efficiency, identify trends in resolution performance, and inform strategic decisions regarding staffing and technician training.

Generate the Report:

Click the Reports tab.
In the Tickets section, click Resolved Tickets.

You can optionally preview information about a ticket's associated Customer Organization (or navigate to that Organization's Details Page). You can preview information about the ticket itself (or navigate to the Ticket's Details Page.)

Interpret the Report: This report offers two visual aids—a statistical chart and a data grid—both displaying the count of tickets marked as resolved monthly. You should look for a consistent trend in resolution volume. A steady or increasing trend often indicates robust and efficient service delivery. A fluctuating or decreasing trend, especially if coupled with a high volume of created tickets, may signal bottlenecks in the workflow. Business Leaders use this data to determine if the organization is optimized for efficient service delivery, while Technical Leaders use it to assess the performance capacity of the technical team.

About the Data:

Data is sourced from all ticket records within the Syncro platform.
The report specifically counts tickets that have transitioned to a Resolved state.
The data is aggregated and displayed as a running count of tickets closed per month.

Next Steps: If the report reveals a downward trend in monthly ticket resolution, Business Leaders should evaluate the need for additional technical staff, while Technical Leaders should assess existing team capacity and potential training gaps. You should compare this data against the Created Tickets Report to determine if resolution volume is keeping pace with service demand, ensuring the business remains optimized and efficient.

Ticket View Metrics

Target Audience: Technical Leader, Business Leader

Purpose: This report functions as a real-time dashboard displaying the current operational status of selected Public Ticket Views. Its purpose is to provide immediate, actionable visibility into service performance metrics, allowing leaders to quickly assess the quality of service delivery and customer response times.

Interpret the Report: This report acts as a dynamic tool that automatically updates every three minutes, providing a current disposition of your ticket queue as defined by your custom views. For each configured view, the report displays key metrics such as Unassigned Tickets, Unresolved Tickets, SLA Breaches, Average Response Time, and Average Resolution Time.

A critical feature is the ability to set thresholds for these metrics; any metric exceeding its threshold will display as red, indicating an urgent need for attention. Technical Leaders should use the red-flagged metrics to prioritize where resources need to be immediately redirected, ensuring service level agreements are met and backlogs are managed effectively.

About the Data:

Data is calculated from ticket information and applied to user-defined Public Ticket Views in Syncro.
Metrics include counts (Unassigned, Unresolved, SLA Breached) and time averages (Response and Resolution).
You can configure the report to track one or multiple ticket views simultaneously.

Next Steps: You should prioritize taking immediate corrective action on any metric that is currently displayed in red, as this signifies an exceeded performance threshold. Action items include collaborating with team members to create plans for improving average response and resolution times, and navigating directly into the flagged ticket view to assign unassigned tickets to available technicians.

See also: Use Ticket View Metrics.

Ticket Communications

Target Audience: Technical Leader, Business Leader

Purpose: This report serves as a detailed audit trail of the dialogue between your technicians and your clients. It allows you to review the tone, quality, and accuracy of correspondence, helping you resolve "he said/she said" disputes and ensure that internal team deliberations are kept distinct from client-facing messaging.

Interpret the Report: This report allows you to read the full story of a ticket by displaying the chronological flow of conversation. By reviewing the entries, you can verify if technicians are communicating professionally and clearly with end-users.

It also highlights the distinction between internal collaboration and external updates, enabling you to check if sensitive technical details were appropriately kept within private notes or if client requests were overlooked in the back-and-forth. A thorough review of this data is often necessary when investigating client complaints regarding responsiveness or miscommunication.

About the Data:

The dataset is comprised of Public Notes, Private Notes, and Emails logged to tickets.
Results can be generated based on the date the comment was created or the date the associated ticket was resolved.
Private notes are included and are typically distinguished from client-facing emails to allow for internal audit.
The report aggregates communications across multiple tickets, allowing for a broad review of technician activity rather than a single-ticket view.
This report processes a maximum 60-day window per execution; obtaining a bulk export of comment history beyond this specific window requires a manual request to Syncro Support.

Next Steps: Use this report to conduct weekly quality assurance spot-checks on technician responses, or to gather evidence when mediating a specific client escalation.

Resolution Time Summary

Target Audience: Technical Leader, Business Leader

Purpose: This report measures the speed and efficiency of your service delivery by calculating the total time taken to close tickets. It helps you assess whether your team is meeting service level expectations and allows you to identify trends in productivity over specific periods.

Interpret the Report: This report provides a high-level overview of your team's throughput, focusing specifically on the duration between a ticket's creation and its final resolution. By reviewing the average and total resolution times, you can determine if your team is clearing the backlog at an acceptable rate or if complex issues are stalling progress.

Consistent increases in resolution time often indicate understaffing, process bottlenecks, or a need for additional technician training. Conversely, extremely short resolution times might suggest that quick-fix tickets are inflating your performance metrics, masking the time spent on more complex issues.

About the Data:

Resolution time is calculated as the duration between the ticket's creation timestamp and its final resolved timestamp.
If a ticket is reopened and resolved again, the calculation uses the final resolution time, including the duration the ticket spent in the closed state previously.
Calculations respect your defining Business Hours and Service Level Agreements (SLAs); time outside of business hours or during "paused" SLA statuses (like Waiting for Customer) is excluded from the total.
If a ticket is merged into another, the source ticket's metrics are cleared and excluded from this report to prevent duplicate data.
Tickets created and resolved entirely outside of defined business hours will display a resolution time of zero.

Next Steps: Compare the average resolution time against your internal Service Level Agreements (SLAs) to verify compliance, and investigate outliers where resolution time significantly exceeds the norm.

Reworked Tickets

Target Audience: Technical Leader, Business Leader

Purpose: This report tracks service quality and efficiency by identifying tickets that were marked resolved but required subsequent effort to fix the same issue. It helps you measure first-contact resolution rates and identify costly repetition in your service delivery.

Interpret the Report: This report provides a view into service failures where a problem was believed to be fixed but required a second attempt. It highlights the discrepancy between perceived resolution and actual resolution, allowing you to compare the initial diagnosis with the final solution.

The financial metrics included in the report represent the direct cost of these errors to your business, as the labor and materials required for the second attempt are frequently unbillable to the client. A high volume of records here serves as a key performance indicator for inefficiency, suggesting that technicians may be rushing to close tickets or that specific devices are failing repeatedly despite intervention.

About the Data:

Data includes only tickets that are explicitly linked to a previously resolved ticket through the system's rework definition.
Tickets manually created for recurring issues without this specific system linkage are excluded from the report.
Labor duration and charges reflect only the resources consumed on the subsequent ticket, not the original ticket.
The association between the original and the new ticket is static based on the creation of the rework record.

Next Steps: Review the labor costs to calculate the financial impact of errors, and audit the original tickets of frequent offenders to determine if the root cause is a process gap or a failing device.

Ticket Export

Target Audience: Technical Leader, Business Leader, Biller

Purpose: This report allows you to extract raw ticket data in bulk for external analysis, auditing, or backup purposes. It is designed to give you complete access to your ticket records outside of the platform so you can perform custom reporting or import the data into other systems.

Interpret the Report: The output provides a comprehensive row-by-row listing of your tickets. Each row represents a distinct ticket and typically contains fields such as Ticket Number, Subject, Customer Name, Status, Priority, and associated dates (Created, Resolved). Because this is a raw data dump, it is not summarized or grouped; it is simply a direct listing of the ticket attributes stored in the database.

About the Data:

Sources data from the main Ticket records.
Includes high-level ticket properties (Subject, Number, Status, etc.).
This data set does not include the body of ticket comments or notes. See the Ticket Communications Report for that.
Data is pulled for all tickets that exist within the system parameters requested.

Next Steps: Open the downloaded file in your preferred spreadsheet software or business intelligence tool to manipulate the data or merge it with other business records.

Ticket Time Entry

Target Audience: Technical Leader, Biller

Purpose: This report acts as a detailed audit tool for verifying labor hours prior to invoicing or payroll cycles. While strategic roles may look at high-level trends, this report helps those managing day-to-day operations answer the specific question: Did the technicians log their time correctly for every ticket? It provides the granular data necessary to ensure no billable time is missed and no unverified work is paid out.

Interpret the Report: The report displays a line-by-line grid of labor entries. Unlike summary reports, this view shows the specific duration of individual tasks. You should review the columns to distinguish between Billable and Non-Billable time to ensure that work performed for a customer is not accidentally marked as internal-only. The display allows you to group these line items to verify a specific Technician timesheet or review a specific Organization's invoice draft.

About the Data:

Data is sourced directly from the Labor Log on your tickets.
Calculations rely on the duration entered manually or via the Ticket Timer.
The dataset includes all labor entries regardless of billing status.
The report generates data based on the specific Period selected.

Next Steps: Review the entries for errors and edit the specific Ticket Labor Log if corrections are needed. Once the data is verified, proceed to Invoice your customers or process your payroll.

Tickets Without Charges

Target Audience: Business Leader, Biller, Technical Leader

Purpose: This report helps you prevent revenue leakage by identifying work that has been logged but not yet billed. It allows you to quickly audit your tickets to ensure that every service performed has the appropriate charges attached before you close a billing period or finalize an invoice.

Interpret the Report: Use this report to see which tickets in your system currently carry a zero dollar value. The Customer Name and Ticket Number identify the specific account and instance of work, while the Ticket Status helps you determine if the work is finished or still in progress. The presence of a ticket here indicates that no products or labor charges have been applied to the ticket line items.

About the Data:

Data is sourced directly from the primary Tickets table.
The system queries for tickets where the sum of all line items equals zero or no line items exist.
Results are determined based on the creation or activity date of the ticket relative to the reporting period.
Deleted tickets are not included in the dataset.

Next Steps: Verify whether the listed tickets should be billable, and add charges to the specific tickets where revenue was missed.

Suggested Review Schedule

Based on the content of each report, here is a suggested breakdown of which reports are best suited for immediate operational auditing versus long-term strategic analysis:

Daily or Weekly Review (Operational Health & Billing)

Deleted Tickets: Check daily or weekly to restore accidental deletions.
Pending Ticket Charges: Review weekly to ensure unbilled revenue is invoiced promptly.
Ticket Time Entry: Review weekly (or before payroll) to verify labor logs.
Tickets Without Charges: Review before billing cycles to prevent revenue leakage.
Ticket Communications: Spot-check weekly for quality assurance.

Monthly or Quarterly Review (Strategic Trends & Capacity)

Created vs. Resolved Tickets: Compare these monthly to assess staffing needs and team throughput.
Resolution Time Summary: Review monthly to ensure SLAs are being met.
Reworked Tickets: Analyze monthly to identify training gaps or recurring hardware issues.
Recurring Tickets: Audit quarterly to ensure automated schedules are still relevant.

AI Sentiment Analysis

2024-09-04T19:55:34Z

The AI Sentiment Analysis feature is deprecated and will no longer be maintained as we transition to our next generation of AI.

Syncro's AI Sentiment Analysis feature adds a score to your tickets to reflect the sentiment (positive, neutral, or negative) of communications your customers send.

This can help you understand what (and who) makes your customers happy. For negative sentiments, you can also create Ticket Automations that alert people to problem areas.

Notes:

This feature is currently in beta; we expect the model to improve over time.
Syncro displays sentiment for internal users only; customers never see their own sentiment score.
If the model is less than 70% confident, no sentiment will display.
The communications given a sentiment score may come from your customers into the Ticket Communications via email or SMS. They may also come from the Customer Portal.

Prerequisites

To use Syncro's Sentiment Analysis feature, you must:

Be on the Team Plan.
Enable the feature in Admin > AI - Preferences by turning the “Enable AI Ticket Sentiment Analysis” toggle on. (Be sure to click Save.) This requires the Allow Tracking toggle to be on as well.

See also: About Syncro's AI Features.

Sentiment Types

The sentiment types Syncro identifies and may display are as follows:

None: The initial state; indicates there is no ticket communication available to evaluate yet.
Positive: Indicates the communication contains words or phrases that express approval, satisfaction, joy, excitement, or other positive emotions.
Neutral: Indicates the communication contains words or phrases that do not lean in a positive or negative direction. There is lack of sentiment or opinion.
Negative: Indicates the communication contains words or phrases that express disapproval, dissatisfaction, unhappiness, disappointment, anger, or other negative emotions.

Note: Words like "good," "great," "wonderful," and “fantastic," or “bad,” “terrible,” and “unacceptable,” etc. can contribute to positive or negative sentiments, respectively. However, AI sentiment analysis takes into account more than keywords: it uses the general context and is likely to pick up on more subtle cues in language.

View Customer Sentiment

There are two places on a ticket's Details Page where Syncro shows the customer sentiment:

The AI Info section simply displays one of the Sentiment Types:

Note: The sentiment that Syncro displays here is based on the most RECENT communication from your customer about the ticket.
Below the Ticket Communications section, in the running list of comments:
Tip: Hover your mouse on the emoji to see a tooltip about the sentiment.

Ticket Automations for Negative Sentiments

You can take action on tickets that receive a negative sentiment using a Ticket Automation.

For example, for customers you consider to be VIPs, you could run an action that posts a message to Slack.

The Automation Type to choose is “Ticket AI Comment Sentiment is Negative”:

The Condition could be based on a Customer Tag of “VIP”:

The Action could be “Post to Slack,” with a message of your choice:

For more information, see Ticket Automations Reference.

Use Ticket View Metrics

2024-07-08T14:04:33Z

Syncro's Ticket View Metrics panel provides an at-a-glance view of data showing what's happening across different types of Tickets, directly on your Tickets tab/page.

Various metrics are listed in a mini-dashboard at the top of every Ticket View.

Legacy Version

Tip: Click the caret in the upper right corner to collapse the panel if desired.

Beta Version

Note: Ticket Metrics may also be horizontally scrollable (depending on your screen real estate).

Tip: Select “Hide View Metrics” from the View menu to hide the panel if desired:

Click any of the colored/hyperlinked numbers inside the metrics boxes to see a list of individual Tickets contributing to the metric.

About the Ticket Metrics

There are nine Ticket Metrics scoped to your active Ticket View:

All Tickets: Shows the total number of Tickets in the Ticket View. Use this after clicking into one of the metrics when you want to navigate back to the complete list.
Unassigned Tickets: Number of Tickets that do not have an assigned tech.
Unresolved Tickets: Number of Tickets that are not in the Resolved status.
Due Soon: Number of Tickets whose Due Date is within the next 36 hours. This metric currently can’t have its time value changed.
Stale Tickets: Tickets that have not been updated in 2 or more days.
Breaching SLA Soon: Number of Tickets that have a SLA that will breach based on the Minutes-Warning value in the SLA for that Ticket.
Breached SLA: Number of Tickets that have Breached the SLA associated with the Ticket.
Average First Response Time/Avg Response: The sum of Response Times for individual tickets, divided by the number of tickets with response times. For details about how this is calculated and information about settings that might impact this metric, see About Ticket Metrics.
Average Resolution Time/Avg Resolution: The sum of Resolution Times for individual tickets, divided by the number of Resolved tickets. For details about how this is calculated and information about settings that might impact this metric, see About Ticket Metrics.

Customize Thresholds

You can set the threshold values that will turn the metric numbers red if/when they cross that number, so you can see when something needs attention.

To customize the metric threshold values, follow these steps:

If you're using the Legacy version, click the gear icon in the upper right of the Ticket View Metrics panel.
If you're using the Beta version, click the gear () icon to the right of your Ticket View name, then select Set Threshold:

The Set Thresholds pop-up window displays:

Enter values for each of the fields in the THRESHOLDS column, and check the box if you want to apply these thresholds for all Ticket Views. (If you do not check the box, the thresholds you specify are for the current Ticket View only.)
Click Update Thresholds to save your changes.

Now whenever your thresholds are exceeded, the relevant metric is displayed in red.

Ticket Views Health Metrics Report

Note: This feature is available for Syncro's Team Plan accounts.

The Ticket Views Health Metrics report is another great way to compare what's happening across different types of Tickets.

For example, if you have Ticket Views for each Issue Type, you can run this report with those Ticket Views selected and see which Issue Types have the most unassigned Tickets, or have breached your SLAs. This information may cause you to shift your technicians around to handle Tickets of Issue Types that are breaching SLAs or building many unassigned Tickets.

Old Design

To see the full Ticket Views Metrics report, select Ticket View Metrics from the bottom of the Tickets Views dropdown menu:

New Design

To see the full Ticket Views Metrics report, select Compare Views from the bottom of the Tickets Views panel:

Tip: You can also navigate to this report via Reports > Tickets - Ticket View Metrics, or by clicking the button on the Ticket Views Settings page:

Syncro displays the Ticket Views Health Metrics report:

The report will open for the first time without any Ticket Views selected.

In the Select Ticket View dropdown you'll find a list of Public Ticket Views, any custom Ticket Views you created, and Syncro's Ticket Views (e.g. All, Assigned to Me, Subscribed, Unassigned). Select one or more, then click Show Views.

IMPORTANT:

The Ticket Views Health Metrics report caches and remembers the Ticket Views you selected. This means you can navigate away from the page and come back, and these Ticket Views will still display.
Syncro automatically refreshes this page every 3 minutes, so you can keep it open and keep a close eye on multiple Ticket Views of your choosing, all from one place. You can still manually refresh the page to update the data if desired.

July 2025 Release Notes

2025-07-02T15:11:14Z

These improvements cover updates made since the June 4 release.

New Features

Windows Patching Dashboard

Enjoy the simplicity of using a dedicated dashboard for centralized patch reporting and management across all of your Windows devices.

The Windows Patching Dashboard feature pulls key patching data together and presents it in a clean, visual format that’s easy to understand and act on. For instance, you can quickly identify devices missing updates, verify policy application, filter data, and assess overall compliance posture, all within one view. From the dashboard, you can also take action like installing selected patches or rebooting devices.

Read more here: About the Patching Dashboard.

Ticket Timer Enhancements

Reduce the time and effort required to track and manage time on tickets!

Ticket Timer Enhancements, a user-centric overhaul of Syncro’s existing time-tracking interface, is now live. This update simplifies navigation and allows live note-taking while the timer runs, so you can capture details as you work, as well as a streamlined labor log that makes it easier to see what’s charged, pending, or invoiced. These changes make time tracking faster, clearer, and more efficient.

Read more here: Add Billable Time to a Ticket.

Security Baselines

Transform technical assessments into compelling business opportunities to drive revenue growth while enhancing client security.

The CIS (Center for Internet Security) Baseline Essentials for Microsoft 365 is a powerful sales and project scoping tool for MSPs, generating actionable insights that highlight critical security gaps and improvement areas in clients' M365 environments. This data-driven approach enables you to:

Identify high-priority security enhancements
Develop targeted project proposals
Justify the value of additional services
Demonstrate expertise in M365 security optimization
Build trust through transparent communication of security posture

Available in the Team plan at no extra cost.

Watch this short video to see it in action:

Read more here: About Security Posture Management & Baselines.

Unified Technician Ticket View

New Ticket View configuration options for technicians to easily see assigned, unassigned, and subscribed tickets in one Ticket View.

For ease of use, a new system Ticket View called “My Queue” has been added with this configuration. “My Queue” and the configuration options to create a customized version of it are available to all Syncro accounts. Additionally, Team Plan admins can make “My Queue” or a customized version of it the default Ticket View for all of their technicians.

Read more here: About the Unified Ticket View for Techs.

End User Page Enhancements: Asset & Ticket Linking

Streamline workflows with an updated End User Details page with a new Tickets section for viewing and managing recent tickets and an updated Associated Assets section for streamlined asset management.

You can now view recent tickets, associate or remove assets, and initiate support actions directly from the End User Details page. This central hub eliminates the need to switch between multiple screens, saving time and improving efficiency when managing End Users and their related resources.

Read more here: End User Details & Actions.

Syncro Mobile App: Canned Responses

Respond to frequently asked questions with pre-written messages to enhance efficiency and reduce response times.

Mobile App Canned Responses allow you to create and save a library of frequently used messages. These pre-written responses can be quickly accessed and sent with a single tap, eliminating the need to type out the same text repeatedly. This feature is designed to save time and ensure that consistent, accurate information is delivered to customers and users.

Read more here: Syncro Mobile: Work with Tickets.

Warranty Tracking

Eliminate manual warranty tracking and reduce the risk of missing warranty expirations to support better planning and client service.

Syncro’s Asset Warranty Tracking automatically reports, tracks, and sends alerts on warranty status for computers from top manufacturers (Dell, HP, Lenovo, Microsoft, and Toshiba), reducing administrative overhead and minimizing the risk of missed warranty expirations.

Syncro will also support adding your own custom warranty dates when you extend a warranty through a third party, or when you want to track a warranty for an unsupported manufacturer (e.g., Asus or Acer).

Get ready for real-time insights, customizable alerts, and seamless reporting integrated directly into asset management workflows.

Available in the Team plan at no extra cost, and in the Core plan a la carte.

Watch this short video to see it in action:

Learn more here: Asset Warranty Tracking.

Quality of Life Improvements & Fixes to Existing Features

In response to your input, we have added these Quality of Life updates this month:

API

Added support for creating, reading, updating, and deleting Contact Tags.
Added support for creating, reading, updating, and deleting Ticket Tags on new and existing Tickets.

Assets

A button displays next to the Assigned Contact on the Asset Details page that opens a new tab with the End User Details page of the Assigned Contact.
Fixed an issue where the Installed Application search in Asset Saved Searches was also searching the vendor name.

Customer Organizations

Created Date column has been added to the Organizations page.
The End User Name is now the only column in the End User subtab that will navigate to the End User Details page, allowing for copying and pasting of other attributes and opening a new tab.
Fixed issues with 50 character limit in the archived customer search bar.
A View in Google Maps button has been added on the End User Details page that opens a new tab with the End User's address on a Google Maps page.

Estimates

Estimate filters are now displayed by default on page load.

Invoices

Invoice filters are now displayed by default on page load.
Fixed an issue where the Business Name was not considered when sorting the Recurring Invoices index by (Customer) Organization.

Mobile

Added Assigned Asset section to the End User screen.
Add support for additional file type attachments (now includes: doc, docx, xls, xlsx, ppt, pptx, pdf, txt, mp3, wav, m4a, in addition to jpg, jpeg, png)
.Updated Asset Online Indicator for clarity.
Made performance updates to chat in app.
Fixed an issue that was causing outbound email to not consistently trigger as expected when creating a Public Ticket Note.

Reports

Added "Customer" column to Internal Report Builder Ticket List Block.
Fixed an issue where the Ticket Time Entry Report was using Pacific Time to determine the definition of a day.
Fixed an issue with the Actual Time on the Ticket Time Entry Report not displaying in the correct format.

Scripts

Fixed an issue where the one-time override for scripts modal wasn't loading properly.
Fixed an issue where long script names were distorting the Scripts page.

Tickets

The Ticket Details page no longer refreshes or jumps down to another section of the page when Ticket Info attributes like Status, Priority, and Assignee are set.
A button displays next to the Assigned Contact on the Ticket Details page that opens a new tab with the End User Details page of the Assigned Contact.
Removed Tech assignment requirement for Recurring Tickets.
Fixed an issue where the Add Asset dropdown was not loading all assets during ticket creation.
Fixed an issue where appointment reminders were sending with the appointment invitation when the appointment is less than 24 hours away.
Fixed an issue where the Ticket Title field when creating a ticket was hard to read in dark mode.
Fixed an issue where the warning about uncharged time when resolving a ticket was not displaying with the new Ticket page.
Improved the performance of updating Status on the new Ticket page.

Other

Expanded and collapsed categories in Admin are now retained.
Fixed an issue with the {{rmm_alert_formatted_output}} and {{rmm_alert_status}} tags on Bitdefender AV alerts.
Fixed an issue where the Xero Payment ID was not populating the Syncro Payment ID.
Removed links to outdated help articles from Search All Things and Advanced Search.
New Doc Center Assistant is now available! In addition to keyword searches, you can also just ask questions to find the right documentation!

For information about what else is coming, please visit the Syncro Platform Roadmap.

About the POS Tab/Page

2024-12-12T13:40:06Z

Enable POS

To enable Syncro's Point-of-Sale (POS) module, follow these steps:

Navigate to Admin > POS - Preferences.
Check the Enable POS Module box, then click Save.
Click the Syncro User Profile Menu (your name in the upper right), then select Tabs Customization.
Check the POS box. Optionally, reorder tabs by dragging and dropping their triple-line () icon, then click Save. Now you can navigate to the POS tab/page, which, depending on their ordering, may or may not be under the More portion of the Primary Navigation Bar.

Take Cash Payments

Once you have the proper items in your cart, click the green Cash button to take a cash payment from the POS.

Syncro displays the total, and you can enter the amount of cash your customer gives you in the Amount Provided field.

Syncro calculates the Change and displays this in green text:

Documentation Center

2024-11-22T16:39:16Z

The Documentation Center inside Syncro allows you to store free-form text like help documents, Organization information, user guides, and more. It:

Gives you a place to put content for your team with a nice HTML editor so you can create all kinds of nice-looking content, including images and videos.
Add links to other pages, websites, custom widgets, booking calendars, and more.
Set document privileges to give all, one or no Organizations access to certain documents in their End User Portal.
Add a navigation sidebar to organize your documentation internally.
Create specific documentation for each Organization using template tags, making cloning documents for each specific Organization that much easier.
Create templates to quickly set up new articles for Organizations.
Automatically links Organization-specific documentation to the Organization's assets.

Read on, or watch this short video to learn more:

To navigate to the Documentation Center inside Syncro, click the Documentation tab:

From this page you can:

Search for a particular page.
Add a new page.
View and edit the content of existing pages.
- The “Home” page is generally called “Welcome.”
- If there's a Left-hand Navigation page, it's called “left-nav.”
Clone or delete existing pages. (Click the ellipsis for these actions.)

Tip: If you'll be using the Documentation Center in Syncro frequently, you may want to reorder it in your tab list.

Click your name in the Syncro User Menu (in the top right-hand corner of Syncro).
Select “Tabs Customization.”
Drag and drop the Documentation item using the triple-line icon.
Click Save.

Edit the Welcome/Home Page

The Welcome/Home page is fully customizable. Change this to make it say whatever you want.

In the list of pages, find the Welcome page and click it, or to its right, click Edit.
Change the content as desired.
Click Save Page.

You should add a menu to the left of all the pages to make navigation easier. This page will then link to other pages. You can also link to external pages if you want. Here's two examples of what that could look like:

Navigate to the Documentation tab.
Tip: Open this page again in a second browser tab as you will not be able to see the page names once you proceed to the next step.
In the upper right, click New Page.
For the Page Name, you MUST enter: “left-nav”:
In the content area, type the titles of pages you want to link to. Keep the titles short because the navigation section is narrow.
Tip: To drop the cursor down a single line instead of double spacing between lines, press Shift+Enter.
For each page you wish to link to, highlight the page name.
Click the chain link icon button.
For the URL, if you are linking to an internal Documentation Center page, just type the page name. Otherwise, type/paste the full URL. If you are linking to an external site, you may want to set “Target to New Window” so that clicking the link opens the site in a new browser tab.
Click OK.
Repeat for each page you want in the navigation.
After adding all the links, click Save Page. You will now see them listed in the left-hand navigation section.
In the upper right, click Back to return to the Documentation Center home page.

Add Documentation Pages for an Organization

To add a new documentation page for a specific Organization, follow these steps:

Navigate to the Organizations tab, then click any Customer Organization's name to display their Details Page. Along the left side you'll see a DOCUMENTATION section:
In the DOCUMENTATION section, click New.
Note: If you do not see the DOCUMENTATION section (along with hardly anything else), check to make sure there is at least one Portal User for the Organization. When accessing the End User Portal without any Portal Users, it defaults to the Non-Portal User Group permissions. You need to edit those permissions (found in Admin > Customers - Portal User Permission Groups) to enable the “Documentation - View Public” setting and any other sections you want those Portal users to view. (See also Work with Portal Users & Permission Groups.)
The Page Name defaults to the Organization's name. Change it to something descriptive.
Note: While you can name your pages “How To…” or something similar, keep in mind that having a long list of documentation that begins with the same text may be challenging to parse through later. Additionally, common words like “how and ”to" are excluded from Documentation Center searches.
The Page Type defaults to Internal, where only your staff can see it.
- Customer Portal: The page is visible to this specific Organization in their End User Portal.
- All Customer Portals: This page is visible to all Organizations in their End User Portals. This disables the Customer Name field.
- Template: Creates a template from this page with default content. This disables the Customer Name field. See Documentation Templates.
Type your page content in the editor.
To create a hyperlink:
1. Type the anchor text (the link to click) in the editor, such as “Visit customer's website,” then select it.
2. Click the chain link icon in the toolbar. This will open an Insert link pop-up window.
3. Enter the full URL, such as https://www.customersite.com.
4. To open the link in a new window, click the Target dropdown > New window.
5. Click OK.
To add an image, place the cursor where you want it and click the mountains icon in the toolbar.
Note: Follow the instructions to add your company logo to the page instead if you want to do that.
1. You will need to upload an image to an image hosting site.
2. After doing that, copy the image URL.
3. Back on your Syncro site, paste the image URL in the Source field.
4. We recommend adding an Image Description, such as “500 watt power supply.”
5. If you want to display the image smaller than its actual size, type in the width or height in pixels.
6. Click OK.
In the upper right, click Attach File to add file attachments to the page.
You can add template tags to your content from the list on the right.
When finished, click Save Page.
Optionally, revisit the Organization to check their Documentation:

You can also view an Organization's Documentation from their Details Page.

View an Organization's Documentation

After Adding Documentation Pages for an Organization, you can then view it from their Details Page, in the Documentation section:

If you specified that the should be visible in their End User Portal, you can click the "Customer Online Profile" link to see what they see:

Click the document's link to see the Organization's documentation as they will see it. Any template tags you added will be replaced with the proper information.

Add Internal Documentation Pages

You can create as many pages as you want for internal use by your staff, such as policies and procedures.

Follow these steps:

Navigate to the Documentation tab.
In the upper right, click New Page.
Fill in the Page Name.
Leave the Page Type as Internal.
Type your page content in the editor.
You can create hyperlinks and add images.
In the upper right, you can click Attach File to add file attachments to the page.
You can add template tags to your content from the list on the right.
When finished, click Save Page.

Documentation Templates

You can create templates to quickly generate a new article on the fly for Organizations.

Navigate to the Documentation tab.
Edit an existing Document or click New Page to start a new one.
Click the Page Type dropdown > Template.
Next, add in the structure of the template.
When finished, click Save Page.

Once the template is created, a tag will be displayed next to the title when viewing the template on the editor page to help call out that it's a template.

Now when you want to create a new document for an Organization all you need to do is go to the Organization's Detail Page, scroll to the Document section, and click New. On the following page, there will be a drop-down where the template can be selected to generate.

Masked Credentials

You can add Masked Credentials to the Documentation section. Masked Credentials are a way of safely storing credentials to make providing assistance or Asset management as easy as possible. For more information, see Work with Masked Credentials.

Add Your Company Logo to a Page

To add your company logo to a documentation page (or any other place in the app that uses the content editor), follow these steps:

Navigate to the page you want to edit, or add a new page.
In the content editor in a blank area, type {{logo_url}}.
Click Save Page.
Copy the URL that gets generated.
Above the content, click Edit.
Delete the {{logo_url}} tag.
Place the cursor where you want to add your logo.
Click the Add/Edit Image icon.
In the Source field, paste the URL you copied in step 4.
Fill in the Image Description if desired.
Click OK.
Click Save Page.

Slack Integration

2024-11-20T13:44:24Z

Note: This document has been imported from the former KB and has not yet been verified.

Slack is a cool team chat app. Check them out at slack.com.

Go get a free account and your whole team can have a proper chat app with rooms, permissions, integrations, a mobile app that doesn't suck, and oh yeah — it integrates with your Syncro account.

Set up Slack integration

Head to Admin > App Center.
Click the Slack app card.
Click the Inbound Webhook link to add a webhook integration into your Slack account.
In Slack, next to Incoming WebHooks, click Add.
Click the Post to Channel dropdown and select which channel you want notifications to go to.
Click Add Incoming WebHooks Integration.
Copy the Webhook URL link they provide.
Copy the post URL link they provide.
Switch back to Syncro and paste that URL into the Slack Webhook URL field.
Click Save.
Navigate to Admin > Notification Center.
Add a new set or edit an existing one.
On the far right next to anything you want to show up in your Slack chatroom, check the Webhook checkbox.
Click Create Notification Set or Update Notification Set.
Optionally, you can setup notifications in Slack for a specific room too, so these could give you push notifications and desktop notifications for some actions.

Set up Slack Bot integration

First, go add a "slash command" here.

https://my.slack.com/services/new/slash-commands

Set it up like this:
URL: https://admin.syncromsp.com/api/v1/slack/seattle

Token: Slack generates it. Copy it and paste it into your Slack app card settings page.

It should get put here in Admin > App Center > Slack app card.

These are the slash commands that we currently support:

Message Formatting

Here is a tip shared by a pro user to get the links to your ticket notifications.

If you would like to customize your messages you can try using some of the steps inside Slack's knowledge base article: Formatting text for app surfaces

How to escape characters
There are three characters you must convert to HTML entities and only three: &, <, and >.

Replace the ampersand, &, with &
Replace the less-than sign, < with <
Replace the greater-than sign, > with >

Slack will take care of the rest.

Variables

Some messages contain special words with extra behavior. For these, we use the format <!foo>, where foo is a special command. Currently defined commands are !channel, !here, and !everyone. These indicate an @channel, @here, or @everyone message, and should cause a notification to be displayed by the client.

Note that to display @here on older mobile clients you will need to specify a label with the <!here> command (eg. <!here|here>).

Power BI

2025-03-13T17:54:08Z

The Syncro-Power BI integration provides advanced dashboards and analytics for a data-driven approach to managing your business.

By connecting Syncro with Power BI, you can access pre-made templates with customizable charts and pages, providing valuable insights into various aspects of your operations such as monthly and daily stats, RMM alerts, tickets, technician efficiency, customer efficiency, invoices, leads, appointments, purchase orders, estimates, and recurring invoices.

You can read on, or watch this short video to learn more:

Requirements

The Power BI Integration is included without any additional cost.

However, to use Power BI with Syncro you'll need to either purchase a Power BI license through Microsoft, or have a Microsoft 365 License that includes Power BI. Additionally, your Power BI account must be able to install Template Apps not listed in the Microsoft Store.

Notes:

A Power BI Pro License, which is included in Microsoft 365 E5 licenses, is sufficient to use this integration.
A Power BI Premium License is not required.
Power BI licenses are neither included nor sold through Syncro.

Prerequisites

Be sure you have permission to install template apps into Power BI. In Power BI, click the gear icon in the top right and select Admin Portal under Governance and Insights. Then under Tenant Settings > Install Template Apps, check that the Enabled toggle is on and applies to the person who will perform the steps in this document.

You must allow API requests for the integration to work. In your IP Allow List, either disable the “Enable for APIs” toggle entirely, or add the entirety of Azure's IP Ranges to your allowlist.

Before you start the integration process, it's also a good idea to set up the API Key you'll be asked for when you Install the Template App into the Power BI Online Dashboard. To do this, follow these steps:

In Syncro, navigate to Admin > API - API Tokens.
Click +New Token.
In the Power BI row, click Create Token.
If necessary, rename the token. (See the Required API Key Permissions.)
Click Create API Token.
Copy the token that's displayed for this process.
Click Done.

Required API Key Permissions

The required API key permissions for the Power BI token are as follows:

Assets - View Details
Assets - List/Search
Appointments - View All
Customers - List/Search
Customers - View Details
Contracts - List/Search
Products - List/Search
Payments - View List
Pending Orders - View All
Estimates - List/Search
Estimates - View Details
Invoices - List/Search
Invoices - View Details
Line Item - View Cost
Tickets - List/Search

Tickets - View Details

Leads - List/Search
Marketr - View Campaigns
Parts Orders - List/Search
Parts Orders - View
Purchase Orders - List/Search
Purchase Orders - View Details
Reports - View
Recurring Invoices - List
Vendors - List
Vendors - View Details
Warranties - List
Warranties - View Details
Ticket Timers - Overview
Timelogs - Manage
RMM Alerts - List

Start the Integration Process

Tip: You can also start the integration process by navigating to this link.

To set up the Syncro-Power BI Template App, follow these steps:

In Syncro, navigate to Admin > Integrations - App Center.
Start typing "Power BI" in the search bar, then click the App Card.
Tip: Power BI is under the Business Automation category, which you can also select to locate it.
In the Power BI online dashboard that opens in your browser, log into your Power BI account.
Next, Install the Template App into the Power BI Online Dashboard.

Install the Template App into the Power BI Online Dashboard

Note: Once the Template App is imported, you'll be able to access and interact with it directly within the Power BI online dashboard. However, opening the Template App in Power BI Desktop is not supported.

When asked whether you want to import the app, click Install.
In the Update App pop-up window, enter a name for the new workspace, then click Install. A message in the upper right will let you know when the new app is ready.
When available, click Go to App. You'll see the template app, which is currently populate with sample data.
To connect your Syncro account, click the “Connect Your Data” link.
In the “Connect to Syncro - MSP Metrics Dashboard” pop-up window that appears, enter your Subdomain (do not include the syncromsp.com part) and API Key you previously created, then click Next.
On the screen that displays, check that the Authentication Method is “Anonymous” and that the “Privacy Level Setting” is “Public.” Then click Sign In and Continue.
Repeat Step 6 for each Connection (17 total).
The Power BI dashboard will begin refreshing with your imported data. Depending on the amount, this could take up to a few hours to complete. You can close the tab and/or go do something else while you wait.
After the import finishes, refresh the browser page. Now you can use the left navigation options to view all sorts of data!

Version Control & Updates

When a new version of the Power BI Template App is published and promoted, you'll prompted to update to the new version. If you choose to update, you'll need to re-sync your data as if you're installing the app for the first time. If you don’t update to the newer version, the Template App will continue to function. However, updating to the latest version is recommended to access new features, bug fixes, and improvements.

Data Storage & Control

Data is stored within your own Microsoft Power BI account. This means you have complete control over your data. Syncro does not have access to nor control over the data stored in your Power BI account. You can manage your data privacy and security settings within your Power BI account.

Data Synchronization

The Power BI Template App retrieves its data from Syncro using the platform’s REST API. However, new data is only pulled once every 24 hours or when you manually trigger a refresh in Power BI. This means the data displayed on your Power BI dashboards may not reflect real-time changes in Syncro but will be updated at least once a day, or whenever you choose to manually refresh it.

Create Custom Charts with Database Exports

If you want to create your own custom charts, we recommend using the Database Exports integration as an alternative to this Power BI Template App. With the Database Exports integration, you can export the same data to a Database in Azure and then use that database within Power BI to design any custom charts you want.

Notes:

This process requires a considerable amount of work and a comprehensive understanding of Power BI. Therefore, this option is not recommended unless you have a solid understanding of Power BI and are comfortable with the complexities of creating custom charts and manipulating data.
Microsoft offers free Power BI training courses that can help enhance your Power BI knowledge and skills.

Troubleshooting

If, when attempting to install the Template App, you see this error:

This app hasn’t been listed on AppSource. You don’t have permissions to install this app.

It means you need to enable the Template App setting labeled “Install Template Apps Not Listed on AppSource” within Power BI.

For more information on enabling this setting, see Microsoft’s template article.

If you see this error in Power BI:

There was an error when processing the data in the dataset.

This typically indicates that more API permissions are required for Power BI to function properly. Make sure that you have all the Required API Key Permissions enabled.

Use Backgrounding Tools

2024-04-18T17:40:40Z

If you're interested in remote access without interrupting the user's session, you can use Syncro's Backgrounding Tools (also known as “Syncro Live”).

Backgrounding Tools are installed with the Syncro Agent; no additional configuration is required.

You can read on, or watch this short video to learn more:

Tip: While Backgrounding Tools are intended to work on Chrome, they may work in other browsers. If you are not using Chrome and are having issues, test in Chrome. If your issues persist in Chrome, please reach out to Syncro support for assistance.

Security Settings

You must be logged into a Syncro user's account with "Allow Backgrounding Tools" enabled on their security group, or be a Global Admin. Logging out of your Syncro account will disconnect you from Backgrounding Tools.

Navigate to Admin > Syncro Administration - Security Groups. Then click Edit to view and/or edit permissions for a particular Security Group:

Accessing Syncro Live

Task Manager

When you open Syncro Live, you'll see the Task Manager by default:

Use the Task Manager to view which processes are running, along with the current CPU and RAM usage. You can also stop currently running processes, or start your own.

Service Manager

The Service Manager allows you to view a list of all services currently on the asset. You can start, stop, or restart the services.

Tip: Search for a service by name and sort the list of services alphabetically, by status, startup type, and logon.

Event Viewer

Use the Event Viewer to see the most commonly used functionality of the Windows Event Viewer from within Syncro:

The initial view displays all the logs together, with the option to sort by columns.

Events are searchable by Source, Event ID, and Description.

Clicking a log entry displays the description and details for that specific event:

Event logs can be filtered by log, level, or specific timeframe. You can select any number of logs or levels for a specific timeframe.

System Information

Click the System Information tab to see the device's specifications. You can view the current OS, motherboard, CPU, Network configuration, GPUs, and more:

File System

Use the File System section of Syncro Live to view the device's folders and their contents. You can also search for files and folders, or transfer a file to a certain location on the device:

To upload a file to the device, navigate to the desired file path, then select the upload option:

This will open a file explorer so you can select the file to upload. You can also upload a folder or add a new folder directly from the file system.

To download a file from the remote device to your system, select the download option:

You can also rename or delete both files and folders.

When you select file(s) or folder(s), you can Copy, Cut, Zip, or Delete them en masse:

You can also unzip a folder directly to the file system:

Registry Editor

Use the Registry Editor to fully explore your registry notes, similar to how you can with Windows registry editor:

Inside the registry editor, select Modify Value to modify key names and values:

You can also delete or rename keys and values from this menu, or create new keys and values as needed using the New dropdown:

Enter full registry paths to quickly navigate to exactly where you need to go:

The search feature gives you filters for keys, values, and whole string matching. The search feature also pulls all valid results:

Remote Desktop

Remote Desktop allows you to start a remote control session onto the device:

Attended Access

If Attended Access is enabled, you are prompted to request access to the End User's device:

The end user can approve remote access, approve for 24 hours, or deny access. If the end user has approved remote access and the session is disconnected, a timer will display showing the remaining access time for the session.

Terminal

The Terminal section allows you to run scripts live on the device. You can run them with the Command Line, or with PowerShell.

The PowerShell and Command-Line Terminal accept tab completion. Entering partially completed commands and pressing Tab on your keyboard automatically completes the command.

Work with Service Level Agreements (SLAs)

2024-05-06T15:33:13Z

A Service Level Agreement (SLA) allows you to define and manage your commitment to your customers.

You can use SLAs to specify things like:

How long a ticket is can go without a response,
How long before a ticket must be resolved,
Who the ticket should start with, and
Who the ticket should be escalated to if the SLAs are breached.

You may assign SLAs to Tickets:

Manually, when you create a new ticket.
Based on criteria you define through Ticket Automations. For example, if an End User is tagged as a “VIP,” you can attach a VIP (urgent) SLA to their tickets. Or, when a ticket's Priority changes to “Urgent (0)”, you can attach an appropriate SLA.
Automatically through Contracts. If assigned to a Contract, all tickets created under that contract can have the same SLA.

Notifications about SLA breaches can be configured in the Notification Center.

Note: An SLA does not directly interact with your billing or invoicing system. Syncro will not automatically apply a discount for your customers if the agreement is breached.

Best Practices for SLAs

When establishing your standards for responding to and resolving tickets opened by End Users in your Organization(s), minimally take the following into account:

What type of ticket it is,
When you want end users to get their first response,
When you want the ticket to be resolved,
Which end user and/or department/location (if applicable) is filing the ticket.

First, create standard SLA(s) that work in most situations. Optionally, create another that you’ll apply in special cases. If you’re following ITIL, your SLAs might look like this example:

SLA Type	Response Time	Resolution Time
Request (something new)	5 hours	5 days
Problem (prevent recurrence)	3 hours	3 days
Incident (system down)	1 hour	1 day
VIP (urgent)	30 minutes	3 hours

Create a New SLA

Read on, or watch this short video to learn more:

To create a new SLA, follow these steps:

Select the Contracts tab from the tab bar. Click View Service Level Agreements (SLAs):

The SLAs page displays with any existing SLAs in the table:

Tip: An alternative path is to navigate Admin > Tickets - Service Level Agreements:

Click +New SLA. The New SLA page displays:
Complete any fields to reflect your SLA.

SLA Fields Reference

Name: Label your SLA with a recognizable name.
Description: Add a brief description of the SLA.
Time to Response: Select a time (minutes, hours, days) for tickets to be responded to.
Note: Time to response is derived from ticket public comments, specifically when the second ticket comment to a customer is made. Autoresponders do not affect time to response.
Time to Resolution: Select a time (minutes, hours, days) for tickets to be resolved by. If a ticket is paused, this time will not be included in the time to resolution.
SLA Breach Warning: Triggers notifications through the notification center warning when an SLA is about to be breached.
SLA Active Hours: Will pause SLA timers based on business hours or use custom hours defined on a per SLA basis.
Pause Countdown for Select Ticket Statuses: Selected ticket statuses will automatically pause the SLA timer and start the timer back up when the status is changed to one that is not selected.
Assign to Tech: Automatically assign every ticket with this SLA to the defined technician.
Re-Assign to Tech if Breached: If the ticket breaches the SLA it will automatically reassign to the defined technician.
Set Priority: Allows you to define the priority of the tickets created with this SLA.

About Your SLA Schedule

If you check the SLA Active Hours box, you can specify your SLA Schedule:

If you want to use Business Hours for Your SLA Schedule, you must enable and define your Business Hours (and if applicable, your Holiday Calendar). See also: Set Up Your Business Hours.

Alternatively, you can create a Custom Schedule:

Click Create SLA. The SLA with the Name, Description, Time to Resolution, and Assign To Tech appears in the table.

Working with Existing SLAs

Existing SLAs appear in the Service Level Agreements (SLAs) table with some actions you can take:

Click Pause Timers to pause timers on ALL the SLAs listed in the table. The Status changes to a red Paused label, and the button changes to Resume Timers.
Click the Pause icon next to a specific SLA to pause its timer.
Click the Edit (pencil) icon next to a specific timer to redisplay the SLA page in edit mode. Edit your SLA and click Save Changes.
Click the Delete (red x) icon next to a specific timer to delete it. You'll be asked to confirm this.

IMPORTANT: It's not recommended to delete an SLA associated with a Contract if there are any active tickets for that customer. If you do so, you won't be able to view the details of the SLA originally applied. When the SLA is deleted, the assigned SLA in any open tickets changes to a '-' value. Future tickets will not have an SLA assigned.

Tip: Click View Contracts to quickly navigate to the Contracts Manager. See also Create a Contract.

Assigning SLAs & Notification of SLA Breaches

You may assign SLAs to Contracts, to apply to all work for a customer, or to individual Tickets. If assigned to a Contract, all tickets created under that contract will be defaulted to having that agreement.

Note: An SLA does not directly interact with your billing or invoicing system. Syncro will not automatically apply a discount for your customers if the agreement is breached.

A breach of an SLA (e.g., not providing an initial response in time or not resolving a ticket in time) can trigger notifications, configurable in the Notification Center.

Viewing SLAs on Tickets

Tickets that have breached an SLA timer will automatically turn to red. Tickets that are in danger of breaching their SLA will turn to orange.

You can also see when a ticket was breached by opening the ticket quick view or clicking into the Ticket's Details Page:

Apply an SLA to a Contract

You can apply an SLA to a contract when you first create it, or whenever you edit your contract, on the Contract Details page:

See also: Create a Contract.

Select YES for "Contract Applies to All Tickets" to ensure the SLA applies to all newly created tickets.

AutoElevate

2025-03-26T12:18:54Z

AutoElevate is a Privileged Access Management (PAM) solution that allows you to remove local admin rights and secure clients with least privilege without frustrating your end users. You will immediately enhance all your cybersecurity efforts, and help stop malware and thwart attackers.

You can read on, or watch this video to learn more:

About the Integration

Functionality

Once you've set up the AutoElevate to Syncro integration, AutoElevate will:

Open requests as Tickets within Syncro, automatically linking them to the (Customer) Organization and Asset.
Resolve Tickets in Syncro once the request has been actioned within AutoElevate.
Display a link to their Admin Portal, so you can approve or deny specific requests.
Display a link to VirusTotal, so you can see additional details about any files in question.

Billing & Support

AutoElevate automatically starts as a 14-day trial. Any usage remaining after that 14-day period will automatically convert to production usage.
AutoElevate usage is billed in arrears, as part of your Syncro account invoice.
Support for AutoElevate is handled directly by AutoElevate. You can email them at [email protected]">[email protected].

Set Up

To set up the AutoElevate-Syncro integration, follow these steps:

Navigate to Admin > Integrations - App Center.
Start typing "AutoElevate" in the search bar, then click the App Card.
Tip: AutoElevate is under the Security category, which you can also select to locate it.
Click Provision New Account.
Follow the instructions in the email you receive to finish setting up your AutoElevate account. Be sure to select “Syncro” as your PSA.

Note: If you have an existing AutoElevate account, you can migrate your billing over to Syncro from any distributor; to begin that process email us at [email protected]">[email protected].

Deploy AutoElevate Agents

To deploy your AutoElevate Agents in Syncro, follow these steps:

Navigate to >Scripts.
Under the “View” button menu in the upper right corner, select “Community Script Library.”
Type "AutoElevate" in the search bar, then click Search.
In the results, locate the installation script: AutoElevate Deployment (Official)
Click Import to My Scripts. The Editing Script page displays.
Scroll to the bottom where you see the script.
Replace the text that says __LICENSE_KEY_HERE__ with your AutoElevate license key. (You can find this in the AutoElevate Admin Portal under Settings > License Key.)
Click Update Script to save your changes.

Note: There's no need for you to manually create Companies in the AutoElevate Admin Portal first. Simply run the script on a target machine, and the AutoElevate agent will download and install, auto-creating the Companies/Locations. Refresh the data using the Refresh Data button on the AutoElevate Admin Portal "Computers" page, and you'll see the company/location/machine.

Examples of Ticket Views

2026-02-13T13:35:48Z

Your business operations will dictate the types of Ticket Views you use. Some examples of Ticket Views include:

Tickets assigned to certain Techs,
Manager's view of all Tickets, grouped by Status or Tech,
Tickets of certain Priorities or Issue Types, and
(For MSPs) Tickets ready for invoicing to be reviewed by a Business Leader/Biller.

Below are more details about the views Syncro Users frequently set up.

New Tickets

Status = New; Create this view so you have the ability to quickly view all of your New tickets.

Part of your daily workflow is ensuring this view is empty because you have responded to/handled all new tickets!

Types of Work

Create views to organize types of work.

Projects are a common example of work that you may not need to see in your default view.

A critical decision here is how to filter these projects. We recommend filtering by project statuses, Link Types, Ticket Custom Fields, or Ticket Tags.

Individual Tech

Create a view for each team member to see only the tickets assigned to them. This helps them focus on the tickets that they're responsible for.

Add Group By = Status to group tickets so your team members can see which tickets are in which part of their lifecycle. "Customer Reply" will populate at the top so they can be sure to address any replies from your end users!

Some Syncro Users like to set this view as their team member's default view.

Organization-Based

If you have multiple Organizations in Syncro, you can create views to quickly see all tickets from those Organizations. For example:

All tickets from the "Finance Department" (business-unit based)
All tickets from “Acme - Chicago” (location-based)
All tickets from “Goldthread” (a specific VIP client).

Software/Purpose-Based

Create views based on the purpose, or the names of specific software packages that your company uses.

Purpose-based examples include: “Accounting & Financial,” “Communication & Collaboration,” or “Development & IT.”

Software-based examples include: “QuickBooks, ”Slack," "SharePoint," and “Google Workspace.”

Ticket Issue/Type

Create individual views to easily see all the tickets that match a specific Issue or Type, such as:

Onboarding,
Requests,
Incidents,
Move Add Change, or
Deskside tickets.

By Ticket Tag

Ticket Tags provide a great way to create customized views.

For example, if a ticket contains the tag “Security Team,” those tickets can appear in a Ticket View so that the security team can easily see things that they should take care of.

And, since it's possible to tag tickets using Ticket Automations, you never have to manually tag a ticket.

Escalated Tickets

Create a view to quickly see tickets that need escalation.

Typical workflows put these tickets in an "Escalated" status or use an “Escalated” ticket tag. Use either of these filters to separate these tickets into their own view.

Billing Views

Create a view for tickets with specific billing statuses to help ensure that all billable items on tickets are invoiced.

If you have a billing/accounting team member that only needs a view of these types of tickets, this view will help them see only the tickets they need to focus on.

About the Assets & RMM Tab/Page

2024-08-05T21:33:05Z

This document provides an overview of the information you’ll find in the Assets & RMM tab and the actions you’ll be able to take for one or more asset records in the table that displays on the page. (This is also known as the Assets & RMM module.)

Click the Assets & RMM tab in the Syncro header to display the Assets & RMM page and table.

The Assets & RMM page contains a search feature (1), an action button bar (2), an “Overview and Alerts” dashboard (3), and a table of Assets (4).

Search for an Asset

If you have a long list of assets, you might find it easiest to search for the one you want.

Type a few characters of the Asset's Name (or any asset property), into the Search field (1):

Asset properties include values like serial number, GB, IPs, or even custom field values.

You might also type a few characters for the Customer/Site field. Results display as you type, so you can select one:

Optionally, select whether SNMP is enabled (true/false) and an (asset) Type:

Now click Search.

Syncro updates the “Overview and Alerts” section and the table beneath it to show your results.

Tips:

Select “Asset Types” from the View button menu to quickly navigate to the Asset Types page, from which you can view and modify your list of asset types. See Create a Custom Asset Type.
If you repeatedly search for a set of Assets that meet certain criteria, you may want to create and save a custom asset search. See Create and Save Custom Asset Searches.

Work with Your Assets

The button bar (2) allows you to take several asset-related actions:

Note: The options available in the button bar depend on the assets you've selected in the assets table (4), including how many assets are selected and whether you're viewing assets that are archived.

Click +New Asset to create a new asset at any time. (See also Install a Syncro Agent on a Device.)

Select one or more assets to enable the +New Ticket button. When creating the (single) new ticket, the assets selected must all belong to the same Organization.

Bulk Update Your Assets

Click the checkbox to the left of one or more assets in the table to activate the “Bulk Actions” button menu. Click the header row's checkbox to select/deselect all assets.

Note: For archived assets, the only Bulk Action available is Delete.

Use the Bulk Actions button menu to take the following actions on selected asset(s):

Remote Access: Opens Backgrounding Tools in a new browser tab. (If you don't have the associated Security Setting enabled, you'll see an “Authentication Failed” message.)
Run Script: Allows you to select and run a script on the selected Assets:

Depending on the script you select, additional fields appear. Select Run As (System or Logged In User), the Frequency and When to Run (Now or Schedule). Check the box if you want to skip running the script on assets that are offline. Then click Run.
Note: Any new script schedules set to “Run Now” may take up to 20 minutes before running. (See also: Manage Scripts.)
Reboot: For Windows machines, allows you to trigger a restart:
Maintenance: Allows you to put a Syncro Device into maintenance mode for 5, 10, 15, 30, 60, 120 minutes, 1 day, or 7 days.

IMPORTANT: While an Asset is in maintenance mode, notifications will NOT be sent for RMM alerts.
Change Customer: Allows you to select a different Customer Organization and/or Policy Folder for the asset:

Note: By default the Customer's top-level Policy Folder is selected, but you can use the dropdown menu to change it. See also About Policy Inheritance.
Change Asset Type: Allows you to select a different Asset Type:

Note: Some system-defined asset types can't be changed here: Kabuto device, Syncro device, Watchman computer, Ninja computer/monitor/NMS, and N-Central device.
Toggle Friendly Name: Opens the TOGGLE FRIENDLY NAME pop-up window:

Check the Enable Friendly Name box to pause asset name updates from the host machine, leaving the name available for manual changes. Uncheck it to resume host name syncing for Syncro device-type Assets.
Send Broadcast Message: Allows you to enter a Title and message Body:

Check the Skip Offline Assets box to ensure your message is only displayed to assets that are currently online. Uncheck it to queue the message for offline assets to see when they come online.
When you click Send Broadcast, a window opens immediately on the selected RMM devices with the Title and message Body you entered. That window displays your company logo and company name.
Notes:
- This is similar to the option of the same name in the Actions button menu, but in the latter you can also filter by Asset Type.
- Syncro Users assigned to Select Customers (via security permissions) will still broadcast a message across ALL assets.
Print: If you have AutoPrinter configured, you can click Print to print the Asset label. (If you don't have AutoPrinter configured, you'll need to navigate to each Asset, then select the PDF option in the upper-right and print via the browser.)
Archive: Removes the asset from all tables and views. The next time the asset checks in, the Syncro Agent will be uninstalled. This action is logged with a timestamped event based in the Recent Activity section on the Assets' Details Pages.
Delete: This option asks you to confirm before deleting the asset(s):

If the asset is not already archived, clicking Delete Assets sends a command down to the Syncro agent to start an uninstall. If the device is offline, it will receive the command to uninstall the next time it's back online.

Take Actions on Your Assets

Using the Actions button menu, you may be able to select:

Broadcast Message: Opens the BROADCAST MESSAGE pop-up window with an Assets Filter Type dropdown menu at the top:

If you choose anything other than All Syncro Devices, you'll be prompted to make additional choices (e.g., to select a Saved Search or Customer). See Bulk Actions for more information about the BROADCAST MESSAGE option.
Export: Click to generate an export file of ALL assets in CSV format, regardless of whether any are selected. Syncro displays the File Downloads page where you'll find a file with “assets” and the current date in the file name. If the export doesn't appear right away, wait a few minutes and then refresh the File Downloads page.
Export Displayed Columns: Click to generate an export file of only the Asset columns you've already customized to display in the table. Syncro displays the File Downloads page, where you'll find a file with “custom_column_assets” and the current date in the file name. If the export doesn't appear right away, wait a few minutes and then refresh the File Downloads page.
Run Script: Opens the RUN SCRIPT pop-up window, with an Assets Filter Type dropdown menu at the top. This action is not available when any assets are selected. See Bulk Actions for more information about the RUN SCRIPT option.

Using the View menu, you can navigate to any of the following pages:

Archived/Active Assets: Filters and resets the Assets table so you only see archived assets if you want to. The page name changes to let you know which view you're on “All Archived Assets” vs. “All Assets.”
Asset Types: The Asset Types page, where you can view, create, and modify asset types.
Automated Remediation: The Automated Remediations page, where you can view, create, clone, and modify automations for alerts.
OID (Monitor) Recipes: The OID Monitor Recipes page, where you can view, manage, and create new OIDs for SNMP.
Policies: The Policies tab/page, where you can view, create, and modify policies.
RMM Alerts: The Open RMM Alerts page where you can view and manage your open RMM alerts.
Scripts: The Scripts tab/page, where you can view and add scripts. See also Manage Scripts.

Use the Overview and Alerts Dashboard

The Overview and Alerts dashboard gives you an at-a-glance visual representation of what's happening with the assets currently viewable in the assets table (3):

This dashboard displays the following information:

Computers with Alerts: the number of Syncro devices with open RMM alerts. Click the hyperlinked number (in this example, “2”), to filter the assets table to display only those devices.
Computers Without AV: the number of Syncro devices currently without an installed antivirus software. Click the hyperlinked number (in this example, “5” to filter the assets table to display only those devices. See also Contact Customers with Missing Antivirus.
Alerts by Computer: pie chart that breaks down what percentage/portion of alerts each computer is responsible for. Click a pie wedge to view the Open RMM Alerts page scoped to that asset.
Alerts by Type: pie chart that breaks down the percentage/portion of alerts by their type. Click a pie wedge to view the Open RMM Alerts page that only displays assets with that alert type.
Operating Systems: pie chart that breaks down the percentage/portion of alerts by their type. Click a pie wedge to view filter the assets table to display only assets with that operating system.

Tip: If you want to hide the dashboard to see more of the assets table, click the caret in the upper right corner of the Overview and Alerts section.

Use and Customize the Assets Table

Beneath the Overview and Alerts Dashboard, the Assets Table (4) displays lots of information about your Syncro assets:

The upper right corner of the table displays your total number of assets (in this example, "69 ASSETS").

By default, the Assets table contains columns for each Asset Name (including its form factor icon, online/offline status indicator, and Quick Preview), Remote options, Customer, OS Name, OS Architecture, CPU Name, RAM GB, and HDD Size. You can always customize which columns display.

Watch this short video to learn more:

A green dot next to a machine shows you that it's online; an empty dot indicates it's offline. Manually created assets--such as printers--have no online status indicator. If available (i.e., it's a Syncro device and you have appropriate remote access permissions), the REMOTE column displays icons to give you instant Remote Access to the asset and/or to Backgrounding Tools for the asset. Interactive and real-time tools (e.g., online status, remote access, etc.) are suppressed or removed for archived assets.

Tips:

The Contact and Site/Address are also clickable/in-line editable.
Click Customize (the button with the wheel icon) in the top left part of the table to change which columns appear in the Assets table, and use the triple line icon () to drag them into your desired order:

Some common columns we see enabled include: Last User (last or current if still online user), General IP (public WAN IP), Primary Network Adapter Ipv4 (local LAN IP address), Last Boot Time (last time the machine rebooted), and System Partition Free Percent (free space left on the main drive).
Click Save for your changes to take effect.

Sort and Preview Asset Information

Regardless of how many assets you have, you may want to click one of the hyperlinked table header fields to sort your Assets list:

You can sort on Name and any applicable asset properties. (However, you can't sort on online status, remote access, or any custom fields.) A triangle icon indicates which column you’re currently sorting by, and whether the sort is ascending or descending. Click again to toggle between ascending and descending order.

Click on the hyperlinked Name of your asset to display its Details Page.

To preview an asset's information instead, hover over its icon until it changes into the Quick Preview magnifier. When it changes into a tooltip that conveys what the asset is (for example, “Virtual Desktop/Laptop” or “Physical Desktop/Laptop,” or simply, “More Info" for things like printers and monitors), click again:

Open this asset's Details Page using the arrow in the upper right, or click the x to close the preview.

Create & Save Custom Asset Searches

If you repeatedly search for a set of Assets that meet certain criteria, you may want to create and save a custom asset search. Saved Asset Searches are used in other parts of the platform, such as automated billing, running scripts, and generating reports.

Read on, or watch this short video to learn more:

For example, if you want to regularly reach out to customers whose assets are missing an antivirus, you can create a custom asset search with the “Missing Antivirus” box checked to locate them. See Contact Customers with Missing Antivirus for details.

Syncro-Provided Saved Asset Searches

Syncro accounts include a set of system-built Saved Asset Searches, which demonstrate how to use form fields and Property Conditions to automate asset management. The Syncro-provided Saved Asset Searches are:

4GB of ram or less: Identifies underpowered hardware by filtering for devices with low memory capacity, which is useful for planning hardware refresh cycles.
All macOS Machines: A platform-specific filter that automatically groups all macOS computers in your fleet for easier macOS-specific management.
Firefox Installed: Acts as a software audit tool by listing every device that has the Firefox browser currently installed.
Missing Google Chrome: A compliance-focused search that flags any device where Chrome is not detected, ensuring your standard software stack is present.
Pending Reboot: Monitors system health by tracking devices that require a restart to finalize updates or configuration changes.
Servers: Uses the "Physical Server" form factor to isolate infrastructure assets from standard end-user machines.
Workstations: Specifically filters for the "Physical Desktop" form factor to help you quickly manage primary user workstations.

Create a Saved Asset Search

To create and save a new custom asset search, follow these steps:

On the left side of the Assets tab/page is a magnifying glass icon with a + on it, which will follow you as you scroll down the page:
Click it to open the Saved Asset Search sidebar:
Click New Search. Syncro displays the New Saved Asset Search pop-up window:

Specify your criteria, then click Save. Your Saved Asset Search now appears in the Saved Search sidebar.

Tip: You can always click the magnifying glass icon to return to your saved asset searches.

Use a Saved Asset Search

Follow steps 1 & 2 in Create and Save Custom Asset Searches to open the Saved Asset Search sidebar.
Click the hyperlinked search name to display those results in the Assets table on the right side of the page:

Tip: The number in gray shows the number of results.
Syncro highlights the selected search in blue, and filters the assets page (dashboard and table) based on your search:

The "Saved Search" filter button at the far right of the page also changes to reflect the name of the saved asset search you selected.
To remove the search filter, click the button and choose “All”. Alternatively, choose another saved asset search from the list:

Edit or Delete a Saved Asset Search

If you want to edit or delete a Saved Asset Search, follow these steps:

Follow steps 1 & 2 in Create and Save Custom Asset Searches to open the Saved Asset Search sidebar.
Use the Edit (pencil) and Delete (red x) icons in the left Saved Asset Search panel:

Splashtop Work From Home

2024-11-29T13:33:18Z

Technicians can remotely access assets via Splashtop natively with your Syncro subscription. You can optionally also give your End Users the same kind of remote access through their End User Portal (for a per Contact/End User fee). If you want, you can also bill those who are using this remote access feature.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Prerequisites

The following requirements must be met:

A Portal User is enabled for the End User,
An Email Address is present (for the Portal User login), and
Multi-Factor Authentication is enabled for the Portal User.

Syncro checks for these; there are no exceptions:

The user must also be in a Portal Permission Group with the "Assets – View All" permission to see all devices.

Activate Access

For an End User

It's best practice and strongly recommended to enable remote access per End User.

When the “Enable Remote Access” toggle for an End User is on, they can access any asset they're an Assigned End User for through the Portal. So you may want to make sure your Assets are correctly assigned to the proper End User in the OWNER INFORMATION section on the Asset's Details Page.

Then to activate remote access for the End User, follow these steps:

Navigate to the Organizations tab.
Click a hyperlinked Customer Organization to open the Organization's Details Page.
Click the "End Users" subtab.
In the User Management section on the left side, click Enable Remote Access to turn the toggle on.
Syncro displays a pop-up to confirm you want to purchase the add-on:
Click Confirm.
Scroll to the top and click Save. Your contact can now remotely access any asset they have access to from the Portal:

For an Organization

While it's technically possible to activate remote assets for an Organization, it's best practice and strongly recommended to do this for individual End Users instead. The Enable Remote Access box in the ORGANIZATION SETTINGS is a legacy function; it was used only when the Organization was also an individual person.

Bill for the Remote Access Service

Using the "Remote Access - Contact Counter" line item on a recurring invoice is an easy way to bill for this service. See Line Item Types for Recurring Invoices for details.

Tip: To review end user remote access billing usage, use the “Splashtop Billable Usage Summary” report in Admin > Reports > RMM.

The Report Builders

2024-11-17T12:48:56Z

Syncro's Report Builders help you create reports with customized elements that can be viewed on-screen, as a PDF, scheduled to run on a regular basis, and/or emailed to your customers and/or internal staff. There are currently two report builders:

Internal Report Builder: Account-wide report designed to be sent to your staff members.
Executive Summary Report Builder: Customer-specific report designed to be sent to your end users.

Because they're very similar, this document contains information about how to use both report builders. Where applicable, differences are noted. Screens displayed as examples are for the Internal Report Builder.

You can read on, or watch this short video to learn more:

See also: About the Reports Tab/Page for information about saving reports as favorites, scheduling reports, and downloading report PDFs.

Generate a Report

To generate a report, follow these steps:

Click the Reports tab/module.
In the Report Builders section, click either “Internal Report Builder” or “Executive Summary Report Builder.”
For the Executive Summary Report Builder only, enter a name in the Customer Name field, then select the customer you want.
From the Report Template dropdown menu, select a template.
Note: Syncro provides a Default Template, and you can create your own internal report template.
Click Run Report:

You can also generate an internal report via the Show Report button on the Internal Report Builder Templates page:

See Manage Existing Templates for more information.

Create a New Report Template

To create your own report template, follow these steps:

Click the Reports tab/module.
In the Report Builders section, click either “Internal Report Builder” or “Executive Summary Report Builder.”
Click Open Report Templates. Syncro displays the appropriate Report Builder Templates page, which includes any report templates you've already created:
Click +New Report Template.
Enter a descriptive Template Name.
Click +Insert Report Element and a section to insert into your template. See About the Report Elements for detailed descriptions. For the Visual, Text, and List Summary Sections:
1. Click the tile (or button) containing the plus sign (+) to add a new Block to your section.
2. Select a Report Module. See About the Report Modules for detailed descriptions.
3. For the Internal Report Builder only, select the Customer Scope. Most Report Modules default to having the “Select All Customers” box checked. If desired, uncheck the box and type the name to search for and select a specific Customer. Note: This is a single select; to add multiple customers, add more Blocks.
4. Complete any other fields that appear for the selected module. Note: Some modules will have required fields.
5. Repeat steps a-d to add additional Blocks.
6. Click Save.
Repeat from step 6 to add more sections and build a complete template for your report.
When finished, click Save Template. You'll be able to select your template the next time you generate a report.
Click Back to Template List or Run Report.

Notes:

You can add as many Blocks as you want, but Syncro displays up to three blocks per row. At this point, you'll add new blocks using the +Add Block button (rather than the tile).
When adding Blocks, you'll see "Sample" at the top to indicate you're seeing actual data.
Individual Blocks within a section can be Cloned, Edited, or Deleted using the icons in the Block's title bar:

About the Report Elements

For all of the Report Elements/Sections, you can:

Click at the top to add a header, as a name for the section.
Use the triple-line icon to drag and drop reorder the entire section inside the report.
Click the red x in the upper-right corner to delete the section. (There is no confirmation on this.)

Visual Summary Section

Displays graphs and charts of the information dictated by the selected Report Module. For example:

Note: Be sure to use Chrome or Edge, as this does not work in Safari.

Text Summary Section

Displays textual representations of the information dictated by the selected Report Module, such as alerts detected, devices with AV, and more. For example:

List Summary Section

Shows tabular representations of the information dictated by the selected Report Module, with up to 8 columns of data. For example:

Static Content

Adds a header with a block of plain text so you can enter whatever content you want. There's no formatting (e.g., bold or italic text) available here.

Page Break

Starts a new page on the generated PDF report, regardless of how much content there is on the current page.

About the Report Modules

The Visual Summary, Text Summary, and List Summary sections all require you to add and configure Blocks. What displays in each block is dictated by the Report Module you select. Your choices are as follows:

Report Module	Description	Visual Block	Text Block	List Block
Alerts Detected	Total number of alerts opened for the selected alert type. Up to 3 different types can be selected.	Yes	Yes
Alerts Detected - Highest Frequency	The top 3 opened alert types sorted by their highest frequency of occurrences.		Yes
Alerts Resolved	Total number of alerts cleared for the selected alert type.	Yes	Yes
Alerts Resolved - Highest Frequency	The top 3 resolved alert types sorted by their highest frequency of occurrences.		Yes
Antivirus Coverage	The number of assets currently protected by antivirus. This can be displayed either as a percentage, or by raw quantity.	Yes	Yes
Antivirus Threats	The total number of threats detected from assets with any Syncro-managed antivirus integrations (Bitdefender, Emsisoft, Webroot installed. Up to 3 different health metrics can be selected.	Yes	Yes
Asset Health Summary	The number of assets that fall below the desired metrics. These include a customizable storage threshold, memory threshold, and an unsupported operating system selection. You can optionally flag assets that have been offline for a customizable number of days.	Yes	Yes
Remote Access	The total number of remote sessions triggered across Backgrounding Tools' remote desktop, or any supported third-party remote access tool where the remote session was initiated from within Syncro. You can select up to 3 different metrics.		Yes
Script Runs	The total number of times a script has been run for the selected time period. You can select up to 3 different scripts.		Yes
Support Tickets	Miscellaneous ticket-related metrics. You can select up to 3 different metrics.		Yes
Tickets By Type	The top 3 types of tickets opened during the selected time period.		Yes
Top 5 Devices With Alerts	The top 5 devices for the selected Customer Organization based on alerts generated in the period selected.	Yes	Yes
Custom Field Counter	Tallies the number of times a specific custom field value is matched, based on criteria you set. Operators change based on the type of Custom Field selected. Values for text and dropdown custom field types can also be empty, allowing you to search for fields that don’t currently have a value assigned. You can display this either as a percentage or by raw quantity.	Yes	Yes
Device Breakdown	The total number of assets broken down by category (Desktops, Laptops, Servers, and Virtual Machines). You can display this either as a percentage or by raw quantity.	Yes
Labor Hours	The total number of billable labor hours that were processed through invoices for the selected time period.	Yes
Operating System Breakdown	The total number of assets broken down by their respective operating system. You can display this either as a percentage or by raw quantity.	Yes
Phone Calls Received	The total number of phone calls logged for the selected time period.	Yes
Prepay Hours Balance	The total number of prepay hours hours the Organization has remaining.	Yes
Script Statistics	The total number of times all scripts have been run against this Organization's Syncro assets for the selected time period. You can display this as a total or an average.	Yes
Ticket Distribution Metrics	The total number of tickets opened for the selected time period, broken down by when they were received. You can display this either as a percentage or by raw quantity.	Yes
Tickets by Type	The top 7 types of tickets opened during the selected time period. You can display this either as a percentage or by raw quantity.	Yes
Tickets Opened/Resolved	The total number of tickets broken down by whether or not they've been marked Resolved. You can display this either as a percentage or by raw quantity.	Yes
Unsupported Operating Systems	The total number of assets running unsupported operating systems. We’ve selected defaults for you, but you can define your own. You can display this either as a percentage or by raw quantity.	Yes
Windows Patches	Displays comprehensive Windows patch status information, including Available patches, All Failed patches, All Rejected patches, and All Recently Installed patches (Last 30 days) for managed devices per customer.			Yes
Windows Update Coverage	The total number of assets broken down by whether or not they have a Windows Update policy applied. You can display this either as a percentage or by raw quantity.	Yes	Yes
Windows Update Statistics	Miscellaneous Windows Update-related metrics. You can select up to 6 different metrics.	Yes	Yes
Assets	Display up to 8 columns of information related to Assets based on a Saved Asset Search or Asset Type. Examples of information include: CPU name, HDD size, and Last Boot.			Yes
Contacts	Display up to 8 columns of information related to End Users. Examples of information include: addresses, phone numbers, and created/updated dates. This is a great option to display all End Users for an Organization who match a certain criteria, such as those who live in a certain city.			Yes
Customers	Display up to 8 columns of information related to Organizations based on Saved Organization Searches. Examples of information include: Business Name, marketing email preferences, and Custom Organization Fields.			Yes
Tickets	Display up to 8 columns of information related to Tickets based on specific time periods and Saved Ticket Searches. Examples of information include: Priority, Due Date, Status, Response Time, and Resolution Time.			Yes

Manage Existing Templates

Once you've created some of your own report templates, you can rename, edit, clone, and/or delete them. You can also view the results of the report generated based on the template.

To manage your existing templates, follow these steps:

Click the Reports tab/module.
In the Report Builders section, click either “Internal Report Builder” or “Executive Summary Report Builder.”
Click Open Report Templates. Syncro displays the appropriate Report Builder Templates page, which includes any report templates you've already created:

Tips:

Type a full or partial template name and click Search to quickly find the one you want.
Click the hyperlinked template name to navigate to the Edit page.

In the row for the template you are interested in:

Click Show Report, which displays your report based on the currently saved version of the template.
Click the ellipsis icon, then select either Rename, Edit, Clone, or Delete:

Rename pops open a window to let you edit that field quickly, while Edit gives you all the options you had when you first created the template. Clone puts you into an edit screen with a copy of the template. For deletions, you'll be asked to confirm your choice.

API Tokens

2024-11-18T11:09:28Z

Note: This document has been imported from the former KB and has not yet been verified.

We've updated how API Tokens are generated and managed in SyncroMSP to ensure the utmost security. You'll now have the ability to define permissions and set expirations of the tokens you generate. By allowing one-time access to the full token at generation and obfuscating the token in-app once generated, managing API Tokens in Syncro is more secure than ever.

Learn more about how to generate and manage API tokens for our native integrations or your custom ones below.

Note: API Tokens are used in the same way that API Keys were used before. If an integration is asking for a Syncro API Key, you will use these API Tokens going forward.

Overview

To view or manage your existing API tokens or to create a new one, you'll want to head to the 'Profile/Password' section in your user menu, highlighted below:

Next, you'll want to select the 'API Tokens' option:

Generating New API Tokens

Select the 'New Token' option at the upper-right to generate a new API Token:

Next, you'll be presented with the option to generate a pre-built API token with prebuilt App Permissions for our native Syncro integrations. Or, you may select the 'Custom Permissions' tab to create an API Token with permissions that you define:

Let's go ahead and select the 'Custom Permissions' tab and begin creating a new custom API Token. In this example, we've given the token an easily recognizable name for future reference, an expiration, and defined what permissions the API token will have access to.

Note: The permissions selected below are just an example. What permissions you enable or disable will be based on the needs of your custom integration and what data/actions it'll need access to.

Example of a custom API Token below:

With your API Token Name, Expiration, and Permissions set, you'll want to select the 'Create API Token' option.

Once created, you'll be presented with a confirmation page with access to the full key.

Important: this will be your one-time opportunity to access the full key. You'll want to copy and store the key at this stage:

Managing Existing API Tokens

For your existing tokens, you can rename, update the expiration date, or modify the permissions at any time. We offer the ability to clone your existing token and their permissions:

Force Office C2R Versions to Update

2025-01-20T15:56:34Z

When you receive an email stating that Microsoft released a critical patch for Outlook, you might wonder how other MSPs roll out fixes like this.

If you'd like an automated way to do this that works and adds value for your customers, below is a script you can use to force Office Click-to-Run (C2R) versions to update.

Note: The forceappshutdown=true option will close any open Office apps. Either run it after-hours or change it to false.

Import-Module $env:SyncroModule

# Check if running as System
$sid = ([System.Security.Principal.WindowsIdentity]::GetCurrent()).User.Value
if ($sid -ne "S-1-5-18") {
    Write-Host "This script needs to be run as System."
    Exit 1
}

$c2rPaths =@(
    "$($env:ProgramFiles)\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe"
    "${env:ProgramFiles(x86)}\Common Files\Microsoft Shared\ClickToRun\OfficeC2RClient.exe"
)

# Add a flag to indicate whether the update was performed or not
$updatePerformed = $false

# Check each path to see which is correct
foreach ($c2rPath in $c2rPaths) {
    $pathExists = Test-Path -Path $c2rPath -PathType Leaf
    if ($pathExists) {
        Write-Host "Updating Office using C2R located at '$($c2rPath)'."

        try {           
            $result = Start-Process -FilePath $c2rPath -ArgumentList "/update user displaylevel=false updatepromptuser=false forceappshutdown=true" -PassThru -Wait
        } catch {
            Write-Host "An error occurred updating Office."
            Exit 1
        }
        
        if ($result.ExitCode -eq 0) {
            Write-Host "Successfully called the Office C2R updater."
            $updatePerformed = $true # Set the flag to true when the update is successful
        } else {
            Write-Host "The Office C2R updater was not called successfully. Please investigate."
            Rmm-Alert -Category "Windows | Application Management" -Body "The Office C2R updater was not called successfully. Please investigate."
            Exit 1
        }
    }
}

# Output a message if the OfficeC2RClient.exe file wasn't found and exit with error code 2
if (-not $updatePerformed) {
    Write-Host "OfficeC2RClient.exe was not found. Unable to update Office."
    Exit 2
}

Work with Prepay (Block) Hours

2024-11-18T10:06:31Z

Snippet: Prepay Hours

Prepay Hours, also known as Block Hours, are presold amounts of hours that a Cust

[insert-question 3554032]

Note: There isn't an option to add discounts to Prepay Hours. Discounts must be added using the same discount method for all invoice line items.

Enable Prepay Hours

To enable Prepay Hours on your account, follow these steps:

Navigate to Admin > Customers - Preferences.
Check the “Enable the Prepay Hours Tracking Feature” box.
Click Save.

Create the Prepay Hours Product

Next you'll need to create Prepay Hours as a Product. Follow these steps:

Navigate to the Products & Services tab (it might be under the "More" menu).
Click +New Item.
Enter values for any required fields. Make sure the selected radio button is “Product or Service.”
From the Category dropdown menu, select “Prepay Hours.”
Tip: Products with the category "Prepay Hours" ADD prepaid hours to a (Customer) Organization's account, while Products with the category "Labor" SUBTRACT hours from their account.
In the Price field, enter the price for ONE hour of prepaid labor.
IMPORTANT: You can only create an item for ONE hour, not multiple hours. If you want to sell a block of 20 Prepaid Hours, you must still enter the price for one hour of labor. Then, when you add the item to a Ticket or Invoice, you'll enter a quantity of 20.
Click Create Product.

Sell Prepay Hours

You can now add Prepay Hours as a line item to an Invoice. Follow these steps:

Create an Invoice.
In the LINE ITEMS section's search field, enter the name of the Prepay Hours product you created and select it:
Specify the Quantity in the QTY cell. Remember: the Product is for ONE hour of prepaid labor, so if you want to sell a block of 20 hours, enter 20.
Click Create Line Item. Syncro tallies the total price for the quantity sold.
Scroll to the top and click Take Payment.

As soon as you add the prepaid hours to the Invoice, they'll show up in the Overview section of the (Customer) Organization's Details Page, even if they haven't paid for them yet:

Apply Prepay Hours to Labor Charges

For a Customer Organization to consume Prepay Hours, you must log time against Tickets and an Invoice must be created for them. This is the mechanism that tells Syncro to deduct hours from the prepay bucket. You can deduct hours by using a one-time Invoice or by configuring a Recurring Invoice to deduct them on the frequency of your choosing.

Add labor hours to a Ticket as usual.
At the top of the Ticket, click Make Invoice. Syncro automatically applies any Prepaid Hours against these labor hours:

Note: If the number labor hours exceeds the prepaid hours, Syncro bills the remaining labor hours at the Organization's standard rate (or what's in their Contract if they have a pricing override).

Create Expiration Dates for Prepay Hours

If you have a Recurring Invoice set up for the (Customer) Organization and you want their Prepay Hours to expire and reset at the end of the month, follow these steps:

Navigate to Invoices tab.
Select “Recurring Invoices” from the Inventory Modules dropdown menu.
Click the appropriate Recurring Template Name to edit it.
On the right side of the screen just above the BILLING section, check the "Clear/Reset Prepay Hours (before this runs)" box.
Click Update Schedule.
Add the Prepay Hours item as a Line Item to your invoice and you're all set.

Don't Use Prepay Hours for Certain Labor

There may be times when you want labor to display in the Ticket Timer/Labor Log for tracking, but don't want Prepay Hours used for it.

Read on, or watch this short video to learn more:

Follow these steps to configure non-deductible labor:

Navigate to Admin > Products & Services - Preferences, and scroll to the Category Editor at the bottom.
Click the Labor category to highlight it.
Click Add to create a new subcategory. You must name this subcategory something that does NOT begin with the word “Labor” (e.g., “Onsite”).

Tip: You can also drag and drop a category into another category to create subcategories. A small black triangle will appear to let you know you've grabbed a category. A green checkmark will show valid locations where you can drop it.
Navigate to Products & Services, then select the Labor tab to view your labor items.
Click a Name to edit one of them.
You'll see a Category drop-down menu on the right side. The subcategory you created in step 3 will be selectable (e.g., as “Labor - Onsite”).
Don't forget to click Update Product when you're finished.

Automate Monthly Prepay Hours (Use It or Lose It)

You can automate Prepay (Block) Hours that reset each month so your clients can "use it or lose it." When you do this, you can include any Pending Ticket Charges in the invoice.

Watch this short video to learn how to do it:

Converting from QuickBooks Desktop to QuickBooks Online

2024-11-24T16:25:04Z

Note: This document has been imported from the former KB and has not yet been verified.

If you're looking to convert from QuickBooks Desktop to QBO, please contact Syncro's support team at [email protected]">[email protected]. We support conversions when your QuickBooks Desktop company file is converted to QBO per Intuit's recommendations. There are also steps we need to handle on our end.

Important things to keep in mind when converting:

Ensure that invoices which synced from Syncro to QBD are finalized before converting to QBO.
Changes and/or payments made to these pre-migration invoices in Syncro will not sync over to QBO due to fundamental differences in how QBD and QBO work.
If payments need to be made to pre-migration invoices, you'll need to manually mark the invoice as paid in QBO; these invoice payments will not sync over.
To prevent confusion, we recommend recording the original reference number from the Syncro payment in QBO so there is no question about where the payment originated from.
It is normal for errors to appear in Syncro when a change is made to a pre-migration invoice. These errors are OK as long as the invoice is manually reconciled or kept track of in QBO.

Create & Use Canned Responses

2024-10-02T19:52:34Z

Out of the box, Syncro provides a number of canned responses technicians can select when communicating inside a Ticket.

A canned response is reusable language that helps you quickly answer questions, give out information or instructions, and reply to other messages you might commonly receive. Using canned responses also helps ensure your Technicians are providing the information you want to End Users.

You can read on, or watch this short video to learn more:

View & Modify Default Canned Responses

To view and/or modify Syncro's default canned responses, follow these steps:

Navigate to Admin > Tickets - Canned Responses. Syncro displays the Canned Responses page:
Click in the Title and/or Body fields of any canned response to make them editable. After you've changed the Title and/or Body to be what you want, click Save.
If you want to select a different Category or a Subject, click into those fields to select from a list of available options. (Your changes will be saved upon selection.)

Note: The canned responses Syncro provides are in the category “Default.” You can also Create & Edit Response Categories.

Tip: You can use Template Tags within the Body of your Canned Responses to make your message feel more personal. For example, you could insert {{customer_first_name}}. See Template Tags Reference for a complete list.

Create New Canned Responses

To create a new canned response, follow these steps:

Navigate to Admin > Tickets - Canned Responses. Syncro displays the Canned Responses page.
Click +New Canned Response. Syncro displays a new, empty line:
Click in the Title and/or Body fields to make them editable. After adding your desired text, click Save.
If you want to select a different Category or a Subject, click into those fields to select from a list of available options. (Your changes are saved upon selection.)

Note: The default canned response category is “Default," so new canned responses will show up there. You can also Create & Edit Response Categories.

See also: Additional Examples.

Create & Edit Response Categories

To edit categories for canned responses, follow these steps:

Navigate to Admin > Tickets - Canned Responses. Syncro displays the Canned Responses page.
Click Edit Categories. Syncro displays the Edit Response Categories pop-up window:
Click in any Category field to make it editable. After adding your desired category name, click Save.
If you want to create a new category, click +New Category. Then click into the field labeled “New Category” and edit it as described above.

Tips:

The Messages column shows you how many canned responses (messages) are in a category you might be editing.
To delete a category, click the delete (trash can) icon, then click OK.

When you're finished, click the X in the upper right of the Edit Response Categories window to close it. Your new categories are now selectable from any canned response's Category dropdown menu.

Use Canned Responses

To use a canned response in a ticket's Communication section, follow these steps:

Navigate to the ticket to open its Ticket Details Page, then scroll to the Communications section.
In the upper right, click the Canned Responses () icon, which looks like a clipboard. Syncro displays the Insert Canned Response pop-up:

Tips:

Use the “All” dropdown menu to filter your canned responses by Category. Or, type in the search field to narrow the list of canned responses.
Click Modify to navigate to the Canned Responses page, where you can create new canned responses and/or modify existing ones. (This requires being in a security group where the Ticket Canned Responses - Manage permission box is checked.)
To close the window without inserting a canned response, click the X in the upper right corner.

Click → Insert for the canned response you'd like to insert. That canned response appears in the Body field:
Proceed as desired to complete your ticket communication.

Additional Examples

Here are a few examples you may find useful. You can use these as ready-to-go canned responses, or you can modify them to fit your needs.

Notes:

If desired, you can use the section headers below as the Titles of your Canned Responses.
Text in [BRACKETS] is variable and should be replaced by your tech after inserting the Canned Response.
Be sure to adjust any additional text (e.g., business hours, etc.), also flagged in [brackets].

Approval

Hi there,

Thank you for response. We'll proceed with the fix and let you know when it's ready to pick up.

Diagnosis

Hi there,

We took a look at your computer and the issue is [ISSUE DESCRIPTION]. It will be $[COST] to repair. Shall we proceed with the fix?

Diagnosis Prepayment

Hi there,

Just following up on your diagnosis. The issue is [ISSUE DESCRIPTION]. It will be $[COST] to repair. Shall we proceed with the fix?

If so, you can follow the link to the Online Portal and click your invoice to make payment.

Done Total

Hey there - your computer is all set.

We just finished cleaning it up and you can come get it any time. Thanks!

We are open [9-7 M-F, and 11-5 on Sat].

Drop Off

Hey there,

I wanted to let you know that the work on your computer is done. Generally drop-off times are between [10:00 a.m. - 4:00 p.m. Monday - Friday]. You can look at my schedule and let me know when you are also available. I will then confirm with you to set up the drop-off time.

Work with Portal Users & Permission Groups

2024-10-13T20:15:41Z

A Portal User refers to an Organization (or End User associated with an Organization), who has access to the Portal. A Portal User consists of an email or username, a password, an optional MFA configuration, and a Portal Permission Group.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Create Portal Users

There are three ways to create individual Portal Users, described below. (You can also Bulk Manage Portal Users.)

As Part of Creating or Updating an End User

Note: Creating Portal Users for specific End Users is the recommended method. See Best Practices for more information.

When you're creating or updating an End User, you have the option to create a Portal User:

When you move the Enable Portal User toggle to the On position, Syncro displays additional fields relevant to Portal Users.

If you haven't entered an email address for the End User, you'll be prompted to do so:

You can also manually set up a username/password combination as a last resort.

Click Save to save the Portal User, then click Save (at the top) to save your End User. Syncro sends a Portal Invitation email to the End User's email address, with you BCC'd.

Tip: You can customize the email template used for this invitation under Admin > PDF/Email Templates > Email Templates.

From an Existing Organization's Details Page

Note: Creating Portal Users for Organizations is NOT recommended unless absolutely necessary. See Best Practices for more information.

For existing Organizations, follow these steps to create a Portal User:

Click the Organizations tab, then click the hyperlinked Customer Organization to open their Details Page.
In the Portal Users section click +New:

Syncro adds a Portal User for the Organization, with a default Login:

Tips: Click into the Customer/Contact field to select from available options. Click into the Login field to change the login to a friendly username or email address.
Click the caret to expand the Portal Users section:
Provide a password that meets the criteria specified. (Syncro will change each requirement icon from gray to green when the password meets that criterion.)
Use the Portal Group dropdown menu to change the Portal User Permission Group:

Note: While you should make a selection here, you can adjust the Portal Group at any time in the Portal User Permission Group Settings.
Optionally check the "Require MFA For This User" box. Organizations will be prompted to set up MFA the next time they log in to the Portal. No additional action is needed from you.
If desired, click Send Registration Email Invitation.

Syncro will send a Portal Invitation email to the Organization's email address, with you BCC'd.
Tip: You can customize the email template used for this invitation under Admin > PDF/Email Templates > Email Templates.
You must also click Update Portal User to save your changes.

As Part of Creating a New Organization

Note: Creating Portal Users for Organizations is NOT recommended unless absolutely necessary. See Best Practices for more information.

When you're manually creating a new Organization, you have the option to create a Portal User in the Organization Settings section:

When you check the Enable Portal User box, Syncro displays the fields relevant to Portal Users (highlighted above). You can follow the steps described in From An Existing Organization's Details Page to complete the fields.

Changing a Portal User Password

Note: This section describes the process for Portal Users at the Organization level. To reset Portal User passwords for End Users, see About the End Users Details Page.

If an Organization has forgotten their password for the Portal, they can click the “Forgot your password?” link on the login page and Syncro will email them a link to reset their password.

You can also reset a Portal User's password from the Portal Users section on the Organization's Details Page.

Click the caret, provide a new Password/Password Confirmation, then click Update Portal User.

You can also change a Portal User's password whenever you edit an Organization. When the Enable Portal User box is checked, Syncro displays a Password Reset button:

Click it to expand the area so you can provide a new Password/Password Confirmation.

Click Save Changes (at the top) to update the password for your Organization.

Tip: You can customize the email template used for the Password Reset email under Admin > PDF/Email Templates > Email Templates.

About Portal User Permission Groups

Portal User Permission Groups allow you to specify what can be accessed and viewed within the Portal. You then give Portal Users access to their Portal based by adding them to these permission groups. (This functions much like Security Groups do for Users.)

There are initially four Portal User Permission Groups:

Admin Portal Group: The default in new Syncro accounts; users in this permission group have access to everything in the Portal (i.e. 24 out of 24 possible permissions).
Non-Portal User Group: Organizations without any explicitly created Portal Users automatically belong to this permission group. Unless you change the permissions, users in this group can only access the Portal and create new Tickets (i.e. 2 out of 18 possible permissions).
IMPORTANT: Since this permission group does NOT require login authentication, we strongly recommend you limit its permissions.
Limited Portal Group: Users in this permission group have limited access to the Portal and its features (i.e. 8 out of 24 possible permissions).
No Portal Access Group: Users in this permission group have no access to the Portal or any of its features (i.e. 0 out of 24 possible permissions).

Notes:

If an Organization has no Portal Users, Syncro account users/techs (even Global Admins) who click that Organization's “Customer Online Portal” link will have the same Non-Portal User Group permissions.
The value that appears by default in the Portal Group dropdown when creating a new portal user can be changed. See Modify Existing Portal User Permission Groups for details.

Create a Portal User Permission Group

To create a new Portal User Permission Group, follow these steps:

Navigate to Admin > Customers - Portal User Permission Groups. Syncro displays the Portal User Permission Groups page:
Click +New Portal User Permission Group. Syncro displays the New Portal User Permission Group page:
Name your Portal User Permission Group so you can recognize it in the list.
Check the boxes next to the permissions you want Portal Users in this permission group to have. See End User Portal Settings Reference for detailed descriptions of each permission.
Tip: If you want to include most permissions, use the Check All box at the top, then check the boxes for permissions you want to exclude.
Click Create Portal Group. The new Portal User Permission Group appears in the table with the number of possible permissions shown. You can now use it when setting up Portal Users.

Modify Existing Portal User Permission Groups

You can click in the Name field to rename the Limited Portal and No Portal Access Groups:

Note: You can't rename the Admin Portal Group or the Non-Portal User Group.

You can click the More (triple-dot) icon to change the default, Edit, or Copy, or Delete Portal User Permission Groups:

Notes:

Make Default changes the default value Syncro displays in the Portal Group dropdown whenever someone creates a new Portal User.
Selecting Edit displays a page similar to the New Portal User Permission Group page, only with your previous choices selected. Make any changes then click Update Portal Group.
You'll be asked to confirm a deletion. If the portal group is associated with at least one portal user, Syncro will block the deletion. Associate these portal users with an alternate portal user group before retrying.

Reset MFA for an End User Portal Account

If necessary, you can temporarily delete and re-add an End User Portal account so that an End User can set up MFA from scratch.

Notes:

Do NOT set the “Remote Access Enabled” toggle for the End User to the Off position before following the steps below. (Doing can cause you to be double-charged this feature.)
Taking the actions described below will NOT un-assign tickets, invoices, or assets related to the End User.

Simply follow these steps:

Navigate to the Organizations tab.
Click the name of a Customer Organization to open their Organization Details Page.
Scroll down to the Portal Users section and expand it.
Click the red X for that Customer/Contact's login:

Note: This will NOT delete any information, but will disable the End User Portal account temporarily.
In the same Portal Users section, click +New:
1. Supply the information to re-create the End User Portal account.
2. Click the caret to expand the options and check the box to "Require MFA for This User."
3. Click Send Registration Email Invitation so the End User can set up their password. This will also prompt them to re-enable MFA.

Work with Ticket Tags

2024-07-12T12:08:15Z

A tag is a simple label or keyword associated with a piece of information that helps you to organize and/or identify it. Ticket Tags provide you with an easy, flexible, and powerful way to categorize your Tickets beyond the filtration methods Syncro already offers.

You can use Ticket Tags to develop more dynamic and robust filtering for your Ticket Views.

About Ticket Tags

Tags are designed for internal use; they cannot be seen by your customers.
There's no limit to the number of tags you can create in your Syncro account.
However, a single Ticket can have a maximum of 50 tags associated with it.
A Ticket Tag can be no longer than 50 characters.

Create Ticket Tags

Unlike Ticket Issue Types or Custom Ticket Types/Fields, Ticket Tags do NOT need to be created in the Admin settings before using them. You add Ticket Tags into the Tags field on the fly, and Syncro automatically saves them.

As you create new tags, they’ll auto-populate in the RECENT and ALL TAGS sections of the drop-down when you click there.

RECENT—the most recently used tags, scoped to your user activity.
ALL TAGS—a list of tags based on matching the text you enter and associated with at least one ticket on the account. See also Delete Ticket Tags.

To create a new tag, type a name for the tag in the Tags field. Then press Enter or select the option to “+ Create” the new tag in the dropdown menu:

Delete Ticket Tags

To delete a tag, click the Tags field and select the ‘X’ to the right of that tag.

To delete all tags on the Ticket, click the Tags field and then click the 'X’ at the upper right corner.

Note: When a tag no longer exists on any tickets in the account, the tag is deleted and no longer shows up in the RECENT or ALL TAGS sections. Tags cannot be reinstated once deleted; they must be recreated and added to at least one ticket.

Ways to Use Ticket Tags

Note: The ability to see (and therefore use) Ticket Tags in various modules of Syncro depends on security settings.

In New Ticket Pages

Any tags added in the Tags field are automatically associated with the ticket after it’s created:

In Ticket Details Pages

There's a Tags field in the TICKET INFO section of a Ticket Details page, which displays whenever you open a specific ticket. It has the same functionality as in the New Ticket page:

In a Tickets Table Column

While not enabled by default, you can view and manage your Ticket Tags directly from a column in the Tickets table. The Tickets table displays when you navigate to the Tickets tab/module.

First, click the gear icon in the upper right corner, and add the Tags column to your table. If desired, reorder the columns to display the Tags column where you'd like it:

Now you can see which Ticket Tags are associated with your tickets:

Click the + or the edit (pencil) icon in the TAGS column to open a pop-up window so you can Edit Ticket Tags:

You can create new tags, (or if tags already exist for the Ticket, edit or remove them) here.

Click Save to close the pop-up and save your changes.

In Ticket Filters

The Tickets table displays when you navigate to the Tickets tab/module.

At the top right of the Tickets table is a set of filters, with Tag as an option:

Check one or more of the boxes to filter the Tickets table based on the tags you select.

Notes:

The first option is “Not Tagged,” so you can easily find and tag any tickets that aren't already organized with Ticket Tags.
The list of tags in the filters dropdown only shows and lets you select from existing tags—specifically, any tag already associated with at least one ticket.

In Ticket Views

You can create Ticket Views that display only those tickets that are filtered by specific Ticket Tags (either included or excluded). You'll do this in the TICKET TAG PARAMETERS secion of the Update Ticket View pop-up window:

Tag Includes: allows you to add any number of tags that exist in your account, and creates a View that includes any ticket with at least one of the tags selected here.
Tag Excludes: allows you to add any number of tags that exist in your account, and creates a View that includes any ticket that does NOT contain any of the tags selected here.
Untagged: checking this box creates a View that includes all tickets without at least one tag associated with them.

Notes:

Entering tags in BOTH the Includes and Excludes fields will only return tickets that have AT LEAST ONE of the tags saved in the Includes field, and NONE of the tags saved in the Excludes field.
The Untagged checkbox is an OR; so it can be used in combination with either the Includes or Excludes fields. For example, with one tag added in the Tag Includes field and the Untagged box checked, the View includes any ticket with the tag specified in the Includes field IN ADDITION TO any untagged tickets.

Example

Here’s an example of how to leverage Ticket Tags to drive team-based Ticket Views.

Let's say you want your dispatch team to triage incoming tickets and make sure they’re assigned to the appropriate support teams—either your Tier 1 or Tier 2 teams, specifically.

First, create a Ticket View that filters by all tickets with the status of New, which do not already have a Ticket Tag associated with them:

When you select the "Dispatch Board" Tickets View, any ticket with a Status of “New” without any Ticket Tags automatically displays:

Next, create Ticket Views for your Tier 1 and Tier 2 teams, only set these Views to filter based on Ticket Tags with corresponding team names:

When you select the “Tier 1” Tickets View, any ticket with the Ticket Tag “Tier 1” automatically displays:

Note: Tier 2 View is not shown, but you'd create and see it similarly.

Now, when your dispatch team is triaging incoming tickets and adding Ticket Tags to them, these tickets will automatically appear in the corresponding team’s queues.

For example, as the “Tier 1” tag is added, see that the ticket automatically populates in the corresponding team’s view:

In Ticket Automations

Ticket Tags can be used in Ticket Automations as:

a Condition (Includes or Excludes), and/or
Actions (Add or Remove a tag)

Bulk Edit Ticket Tags

You can update Ticket Tags for multiple tickets directly from the Tickets table.

Check the box to the left of one or multiple tickets, then select “Edit” from the Bulk Actions menu in the upper-right corner:

Tip: The box in the header row is a Select All.

Syncro displays the Bulk Edit Tickets pop-up window:

The "Current Tags in Tickets" field displays tags that span all the tickets you selected. Click the X to flag any tags for deletion.

Enter additional tags in the “Add New Tags to Tickets” field to bulk add them to all of the selected tickets.

Click Send to save your changes.

Notes:

If you attempt to delete a tag for a ticket that doesn't have it, Syncro will simply skip that ticket. Similarly, if a tag you enter is already associated with a selected ticket, Syncro skips it when bulk applying the new tags.
If a selected ticket already has the maximum of 50 tags associated with it, Syncro skips adding this tag to the ticket when performing the bulk action.

Ticket Tag Security Settings

Note: All Ticket Tag security settings are inactive by default.

There are security settings that Admins can use to change the level of access that Users have for Ticket Tags:

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
Scroll to the Ticket Tags section, then check either the header box to allow all actions, or individual boxes as desired.
Click Update Group to save your changes.

Then, make sure any desired Users are in that security group!

Ticket Tags vs. Custom Ticket Types & Fields

Ticket Tags are:

a great way to organize Tickets for different roles or teams within an organization (i.e., for Ticket Views),
meant to live at a high level of a Ticket (i.e., they're not intended to contain job-specific information like API keys or MAV info),
useful for flagging escalations beyond priority.

Custom Ticket Types and Fields are excellent for capturing:

information necessary for a specific job (from high to granular levels),
job-related data to help resolve a Ticket (e.g., site access information, more specific data about the issue beyond what is initially described).

If you want to convert Custom Ticket Type fields to tags, follow these steps:

Use the Type ticket filter to get a filtered list of the tickets you want to update.
Select all the tickets in that list, then Bulk Edit the Ticket Tags.

About the (Tenant) Compliance Details Page

2025-04-14T19:07:14Z

The (Tenant) Compliance Details Page displays when the “Tenants” view is selected and you click a row in the Baseline Management table.

Use this page to view more detailed information about compliance for the selected Tenant (including the specific rules it failed and how), Create an Assessment, and Detach Baselines from your Syncro Tenants.

The Left (Summary) Panel

The left side of the Compliance Details Page displays summary information about the Syncro Tenant and its compliance with the attached Baseline, including:

Tenant: The name of the Syncro Tenant. Click the hyperlinked version to navigate to the Syncro Tenant's Details Page.
Baseline: The name of the Baseline attached to the Syncro Tenant. Click the hyperlink to navigate to that Baseline's Details Page.
Last Audited: The date/timestamp the Syncro Tenant was last audited using the Baseline.
Microsoft Secure Score: The Microsoft Secure Score for the Syncro Tenant based on the last audit.
Compliance: The compliance score for the Syncro Tenant based on the last audit.
The Total number of Rules in the Baseline, and the number of Rules with each of the following Statuses:
- Failed: The Tenant did not meet the requirement set by this rule during the last audit.
- Error: Syncro could not determine compliance for this rule because of an error during the last audit.
- Pending: Syncro did not assess this rule during the last audit. Check back later for an updated status.
- Passed: The Tenant met the requirement set by this rule during the last audit.

The Rules Table

Snippet: Rules Metadata

The right side displays a table with the status of the individual Rules for the B

[insert-question 3569005]

Tips:

By default, Syncro sorts the individual Rules by Status first (Failed > Error > Passed), and then alphabetically by Rule (name).
If you set up and received an In-App notification, you can click it to navigate directly to this page with the Rule Details panel opened.
Hover over the breadcrumb in the upper left to navigate back to the Baseline Management table ("Tenants" View).

View Details About Individual Rules

Snippet: View Rule Details

You can view details about Baseline Rules from both the Baseline Details Page and

[insert-question 3569008]

Troubleshoot Organization Imports

2025-03-13T11:08:48Z

This table describes common import issues and errors related to Organizations as well as how to correct them. If you still have trouble, do reach out to Support for help.

Issue/Error	Description	Possible Solutions
The import fails with error summary: “Complete (0/0) imported.”	You can remove the second row populated with example data, and leave any columns that are not applicable blank. You cannot change the column headers. A few specific columns are required for a successful import.	Ensure the column headers in the CSV file have not been modified from the original template. See Populate the CSV Template with Customer Data. Verify that the CSV file you’re importing contains at least 2 of the following 5 columns: business_name firstname lastname email phone
The import fails with error summary: "Import failed to complete: (0/XXX) imported. base invalid count: XXX"	Your formatting of your columns in the CSV is incorrect.	Double check that your column headers are accurate, with no errors in capitalization or hidden extra spaces.
You get an error about UTF-8 during testing.	The CSV format must be in UTF-8 to import correctly.	Upload the CSV to a Google Drive, and then re-download. This should automatically convert it to UTF-8.
You experience a low percentage of failures (i.e. < 20%).	There’s likely some bad data in the import file.	Double check for errors in your data. Some examples of errors may include: Extra spaces in cells Incorrect phone number or email formatting Rows with missing required data (Name, Phone Number, Email, or other fields marked as required in your settings)
You experience a high percentage of failures (i.e. > 20%).	Most/all of your data is formatted incorrectly, or some of your columns are mislabeled/swapped around.	Ensure the CSV file has been adjusted to fit our format. See Import Organizations from a CSV File.
The error summary says “email,phone,mobile invalid:”.	The error summary is grouped by the fields that failed validation, so this means those records failed all of these fields at the same time. It could mean these fields are marked as required in the settings, but weren’t found in the CSV.	Review the settings and remove any requirements on these fields. See Disable Required Fields for Organizations.

Keep Technicians Focused On Ticket Resolution

2025-12-07T16:41:57Z

This document describes four approaches you can use to keep Technicians focused on their most important tickets.

These changes drive a high-performance culture by streamlining workflows and enforcing accountability. The result is a data-led operation that delivers faster resolutions, prevents tickets from slipping through the cracks, and produces measurable gains in both client satisfaction and technician efficiency

Manage Multiple Technician Involvement

During onboarding and training, use the subscription feature so new technicians can follow senior technicians’ tickets. This allows them to learn by observing ticket handling and problem-solving. As they become more adept, you can reverse the roles, allowing senior technicians to monitor their progress and provide guidance.
For tickets that require input from multiple technicians, assign a lead role to one technician while having others subscribe to the ticket. This maintains a clear line of leadership and ensures collaborative effort.
Encourage technicians to use the @mention feature in ticket communications to quickly get the attention of colleagues when they need assistance. This can help facilitate collaboration and keep the ticket moving forward.

See also: Collaborating on a Ticket.

Increase the Visibility of Tickets Requiring Attention

Create purpose-built Ticket Views. For example, configure and assign a "My Queue" view for your technicians to help see and concentrate on their assigned, unassigned, and subscribed tickets in one place. Create shared Ticket Views for specific teams (e.g., "Tier 1 Support"). Every Ticket View provides an at-a-glance view of data showing what's happening across different types of Tickets in that view. See Work with Ticket Views and Use Ticket View Metrics.
Configure SLAs so they visually flag tickets (turning them red or orange) that are approaching or have breached response and resolution times, bringing immediate attention to them on the dashboard. See Work with Service Level Agreements (SLAs).

Set Up Ticket Automations

Implement Ticket Automations to streamline processes and ensure that tickets are managed efficiently.

Configure automations to transition tickets between teams and/or insert standardized communications.
Create automations to catch "stale" tickets. For example, if a ticket hasn't been updated in 4 hours, Syncro can automatically send an alert to the technician or a manager via email, SMS, and/or Slack/Teams.

Optimize Notification Settings

For each of the above best practices, you should also ensure technicians are updated about important ticket changes. Notifications can be delivered via Email, SMS, In-App, Mobile Push, Microsoft Teams and/or a specified Webhook (like Slack). Some examples include:

Configuring the notifications that technicians receive whenever they're subscribed to a ticket or mentioned on one. See Collaborating on a Ticket.
Setting up immediate alerts for events like "Ticket Assigned to Me" or "Customer Replied."
Configuring SLAs to trigger notifications when a ticket is "Breaching Soon" or "Breached". See Work with Service Level Agreements (SLAS).
Including Conditions like “Hours Until Due Date,” “Due Date Is Passed,” or “Not Updated in Hours” in your Ticket Automations.

See also: Customize & Assign Notifications.

Custom Fields for Assets & Tickets

2024-04-18T15:10:59Z

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. While you can also create Custom Fields for Organizations and End Users, this document focuses specifically on Custom Fields related to Assets and Tickets.

About Custom Fields

Before you begin creating Custom Fields, there are a few important things for you to know.

Naming & Required States

Special characters (such as “/” and “?”) are not allowed in the Names of Custom Fields.
If you use the same Name for two different fields, your information won’t save properly or may cause errors when you try to save.
If you rename a Custom Field that's still in use, values entered under the original name will no longer be accessible. However, if you revert back to that Custom Field's original name, Syncro will restore access to those values.
If you add a required field to a Ticket Type that’s already in use for existing tickets, these tickets will enter an invalid state and won’t be editable until you complete the required fields. If you make a field required, whenever you edit tickets already assigned to that Ticket Type, you'll need to complete the required field to save your changes.

Custom Field Type Options

This table describes the different types of fields you can use as Custom Fields:

Type	Description
Text Field	Creates a single-line text field for free-form information. Use this for short text input.
Check Box	Creates a single checkbox with the Name you specify to its right. For example, you could use multiple checkboxes to make a list of accessories being left with a device, such as a power cord.
Drop Down	Creates a drop-down menu with a list of choices, from which you can select one option. For example, you can create a drop-down menu called “OS” to select from a list of operating systems for a Ticket. Click Add Answer for each choice you’d like to be able to select. You can also click the dropdown arrow in the Dropdown Entry field to select an icon to associate with the choice. Click the “remove” link associated with an answer to delete it.
Web Link	Creates a field that accepts a text, which is converted into a clickable hyperlink. Some common uses include a URL to an external documentation resource or another tool.
Text Area	Creates a multiple-line text area for free-form information. Use this for longer text input.
Date Field	Creates a field that when clicked, pops open a calendar for date selection. Alternatively, you can type a date in the format MM-DD-YYYY.
Popup	Creates a pop-up window that displays the information you enter in the Name field during creation of a new Asset, Contact/End User, (Customer) Organization, or Ticket.
Scribble	Creates a text area that allows you to draw things (e.g. a signature or unlock patterns).

Create & Manage Custom Assets

Syncro provides a list of Asset Types by default. These include: Access Point, Firewall, NAS, Printer, Router, Switch, Syncro Device, Unmanaged Computer, and UPS. Each type of asset has associated fields, which you can manage and/or add to. You can also create your own custom Asset Types and the fields associated with them. For example, this video shows how one Syncro User uses scripts to extract useful data, which he then populates into custom asset fields:

Note: Some Asset Types and custom fields are labeled “system type” or “system field,” and cannot be edited. You can, however, specify whether they’re required, and most can be reordered.

Create a Custom Asset Type

To create a new custom Asset Type, follow these steps:

Navigate to the Admin tab.
In the Customers section on the left-hand side, select “Asset Custom Fields.” The Asset Types table displays the current list of Asset Types:

Tip: An alternative path to this page is from the Assets & RMM tab. Once you're there, select “Asset Types” from the View menu.
In the upper right corner, click +New Asset Type.
Enter a name for your asset type in the Asset Type Name field, then click Create Asset Type. The Asset Types table displays the new field, sorted alphabetically in the list.
Create or Manage Custom Fields for an Asset Type.

Tips:

You can also click the ellipsis icon to Clone or Delete an Asset Type:

Click ←Back to Assets to navigate to the Assets & RMM tab.

Create or Manage Custom Fields for an Asset Type

Navigate to the Admin tab.
In the Customers section in the left navigation, select “Asset Custom Fields”. The Asset Types table displays the current list of Asset Types:
Click the appropriate “Manage Fields” link. A list of Custom Fields for this asset type displays in a table.
Click +New Field to add a new Custom Field.
Enter a name, and the field type. See About Custom Fields for details. You can also check the Required box.
Click Create Asset Field. The Custom Field appears in the table for this Asset Type.
Click ←Back to return to the Asset Types table, or repeat steps 4-6 to create more fields.

Note: You can return to the Custom Fields table for this asset type to Edit or Delete any associated custom fields. However, see About Custom Fields for some cautions.

Tips:

You can click directly on the Required/Not Required text in the table to toggle this setting directly from the table.
If desired, use the triple line icon () on the far right of the Custom Fields table to reorder any Custom Fields. The order they appear in this table is how they'll appear in other areas throughout Syncro.

Create & Manage Custom Ticket Types

You can create your own custom Ticket Types and the fields associated with them.

As an example, you may want to create ticket types for Projects, Service Requests, Onboarding, and Sales Opportunities. The custom fields defined for each of these types would allow you to collect different information. For example, you could display custom fields in a New Hire setup form that end users can access via the system tray, which automatically creates a ticket for you.

Watch this short video to learn more:

Note: If you want non-Global Admins to be able to manage custom ticket types, check the “Manage” box under Ticket Custom Fields in the appropriate Security Group .

Create a Custom Ticket Type

To create a new custom Ticket Type, follow these steps:

Navigate to the Admin tab.
In the Tickets section in the left navigation, select “Ticket Custom Fields.” The Ticket Custom Field Types table displays the current list of Ticket Types:

In the upper right corner, click New Custom Field Type.
Enter a name for your ticket type in the Custom Field Type Name field, then click Create Custom Field. The Ticket Types table displays the new field, sorted alphabetically in the list.
Create or Manage Custom Fields for a Ticket Type.

Tip: You can also click the “Disable” link to disable a ticket type. If you disable a ticket type, tickets assigned to that type still retain their custom fields, unless you reassign the ticket to a different ticket type. Click “Re-Enable” on a ticket type in the Disabled Custom Field Types table if you change your mind:

Create or Manage Custom Fields for a Ticket Type

From the Ticket Types table, click the appropriate “Manage Fields” link. A list of custom fields for this ticket type displays in a table. (It may be empty the first time you visit.)
Click New Field to add a new custom field.
Enter a Name for this custom ticket type field, and use the Field Type dropdown to select its type. See About Custom Fields for details. You can also check the Required (for new ticket creation) and/or Hidden from PDF boxes (to hide in PDFs generated for Estimates, Invoices, and/or Tickets).
Click Create Ticket Field. The custom field appears in the table for this Ticket Type.

Note: You can return to this Fields table for this asset type to Edit or Delete any associated custom fields.

Tips:

You can click directly on the Required/Not Required text in the table to toggle this setting directly from the table.
If desired, use the triple line icon () on the far right of the Fields table to reorder any custom fields. The order they appear in this table is how they'll appear in other areas throughout Syncro.

Optimize Your Helpdesk Flow (Ticketing 103)

2025-10-31T15:09:57Z

This guide details how to improve helpdesk efficiency by implementing ticket worksheets for standardized task tracking, build single-page ticket workflows, and use tags, views, and automations to transition work between specialized teams.

You'll also see how one Partner cleverly uses Ticket Tags, End User Tags, and Ticket Automations to move work between different queues and prevent client requests from slipping through the cracks. You'll consider how you might apply a similar strategy to your own Helpdesk to make it as efficient as possible.

Step 1: Ticket Worksheets

Snippet: Ticket Worksheets

Ticket Worksheets are checklists you define and then use to track a set of tasks.

[insert-question 3571027]

Refer to Work with Ticket Worksheets and Examples of Ticket Worksheets to create your own Worksheet. Attach the Worksheet to a Ticket, then check off the steps so you can Finalize it.

Step 2: Ticket Workflows

A Ticket Workflow is a customizable, single-page data entry form Technicians use to create new records. The feature exists to both standardize and streamline the Ticket creation process.

It enhances efficiency by allowing Techs to create and automatically link multiple related records—such as a Ticket, Organization, and Asset—all on one screen, and by utilizing default values to minimize repetitive data entry. For consistency, administrators can specify which fields are Required, Shown, or Hidden within the form, ensuring that all necessary data is captured according to business needs before the Ticket is saved.

Create your own Ticket Workflow. Then either preview it, or create a new Ticket using it.

Step 3: Increase Your Helpdesk Efficiency

High-Efficiency Helpdesk Examples

When your helpdesk starts to feel crowded, even the smallest inefficiencies add u

[insert-question 3586136]

Consider how you structure the work that already happens in your business, then tag each of your tickets on the Tickets page.

Create a corresponding Ticket View for each of the tags you created. Make sure you pin that view. (See Work with Ticket Views for detailed instructions, or get more ideas for your own Ticket Views here.)

Define Your Client Universe: Organizations & End Users

2025-09-25T12:21:27Z

This guide explains how to establish a client structure by customizing organization settings, manually creating or importing customer organizations, utilizing custom fields and tags, and assigning end users to tickets and assets.

Notes:

Throughout the documentation, you'll sometimes see text in italic font. This means the term is defined in our Syncro Glossary.
For a high-level overview of where things are in Syncro, see About the Syncro Header & Primary Navigation Bar.

Step 1: Customize Organization Settings

A (Customer) Organization is an entity representing your clients' businesses or their internal department structure. Before you create or import Organizations, it's a good idea to look at the global Organization settings. You'll find these under Admin > Customers - Preferences.

Here are a few settings you may want to pay attention to:

Turn on SMS by Default: If you're not going to use SMS in Syncro, uncheck this box.
Additional Referred By: Add in any referral tracking resources you want for reporting on how you are finding your customers.
Optionally, Require These Fields When Creating a Customer: Select which fields should be required when adding a new Organization to Syncro.
Enable the Prepay Hours Tracking Feature: Check this box if you're going to use Prepay (Block) Hours inside Syncro.
Disable Customer Portal and Redirect to URL: If you don't plan on using the End User Portal, enter a redirect URL so that if an end user accesses the link, it will go to a page you choose.

View the Organization Settings Reference for details about other possible settings. When you're finished making your selections, be sure to click Save.

Step 2: Create Customer Organizations

Everything you do in Syncro requires an Organization, and there are several ways to add Organizations. If you're on a Syncro Trial or didn't delete the example trial data, you'll have an Organization named [Example] Acme Tech Solutions in your account.

A. Manually Create an Organization

The first way is to manually create an organization. Watch this short video to learn more:

Use the step-by-step instructions in Work with Organizations to manually add an Organization now. To set yourself up for success and avoid common pitfalls, pay special attention to the Best Practices!

B. Import Organizations

If you're migrating from another tool and have an existing list of customers, it's obviously tedious to manually add each customer. You can use various import tools to import your Organizations, including ones for Atera, Autotask, ConnectWise, QuickBooks, and Xero. These import tools can also help you migrate other data like Assets, Contacts/End Users, and Tickets, which can save you lots of time. Syncro also offers a CSV import option.

We strongly recommend that, before importing Organizations, you ensure that your data is clean; there should not be duplicates and the information should be accurate. If you're uncertain about whether you have clean data, we recommend using the CSV import option.

If you have some time, import your list of customers now. Use the instructions in Import Existing Organizations.

Step 3: Navigate to & View an Organization's Details Page

The Organization Details Page displays whenever you’re viewing a Customer Organization.

You'll land on this page whenever you click a hyperlinked Customer Organization name anywhere in the platform, or when you click their name after searching for them in the Syncro Header.

As the page name implies, there's a lot of detailed information about your Organization here. The page has a header and actions bar at the top. You can do things like edit information about the Organization, or create new things for the Organization like Appointments and RMM agent installers.

The rest of the page is organized into subtabs. By default, the Overview tab is selected. Within each subtab you'll see a number of sections. Some of these are collapsible; many have action buttons of their own.

Once you begin to perform work for the Organization, information like linked Tickets, Invoices, and Payments will all be accessible from this page.

Take a look through About the Organization Details Page now to get more familiar with each section. If you're on a Syncro Trial or didn't delete the example trial data, click the Organization named [Example] Acme Tech Solutions to see this page in action.

Step 4: Create Custom Organization Fields

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. While you can also create Custom Fields for End Users, Assets, and Tickets in Syncro, here we'll focus on Organizations.

Custom Customer Fields help you capture, store, and use any descriptive information about your customers that's important to you. For example, you can create a Custom Field like a dropdown menu to track an Organization's industry type (such as medical, technical, service, etc.) to filter on later, or flag them as a special VIP customer so they get special priority when it comes to resolving Tickets.

Once you create them, you can complete Custom Customer Fields for any of your Organizations whenever you create or edit them. Then, you can use them in Saved Customer Searches to create lists of customers to use in Reporting, or in the Mailer for targeted marketing.

Watch this short video to learn more:

Check out the examples of ways you could use Custom Customer Fields, then use the step-by-step instructions in Custom Fields for Organizations & End Users to create at least one Custom Organization Field. (Bonus: Create a Saved Customer Search based on your custom field.)

Step 5: Create Organization Tags

Tags are labels you can create and manage to capture additional information you want in Syncro. Like Custom Organization Fields, Organization Tags can be used in Saved Customer Searches; they can also be used as parameters in Ticket Automations. However, Syncro offers both options because there are some important differences:

Structure & Flexibility: Tags are highly flexible, unstructured keywords that users can create on the fly (e.g., "urgent," "project-alpha"). Custom fields are predefined data fields (e.g., a "Due Date" field or an "Industry" dropdown menu) that must be set up by an administrator.
Control & Consistency: Tagging is a decentralized system, which can lead to inconsistencies like "tag sprawl" (e.g., "marketing" vs. "mktg"). Custom fields are controlled by an administrator, ensuring data integrity and a consistent format for all entries.
Use: Tags are best for informal classification and quick filtering. Custom fields are ideal for structured data capture, detailed reporting, and system automation.

You create Organization Tags directly from the Organization's Details page:

Check out the examples of how you could use Organization tags, then use the step-by-step instructions in Organization & End User Tags to create at least one tag for the Organization you manually created in Step 2.

Step 6: Manage Organizations in Bulk

There may be times when you want to make changes to multiple Organizations at once. Some examples include:

Adding or removing Organization Tags,
Updating billing information such as which Invoice Template, Invoice Terms, or Sales Tax Rate to use by default,
Updating the types of emails Organizations receive (Billing, Marketing, Reporting, None), or
Enabling or disabling access to the End User Portal.

Additionally, you may want to Archive or Delete multiple Organizations. All of these actions are possible when you select multiple rows in the Organizations tab/table and click Bulk Actions.

If you didn't import Organizations, manually create one or two more so you can see how bulk updates work. Then add the Organization Tag you created in Step 5 to these Organizations using the instructions you'll find in Bulk Update Organizations. (Bonus: Update billing or email fields for these organizations.)

Step 7: Create End Users

End Users (formerly known as Contacts) are the specific people who are part of an Organization you're supporting. They're the individuals who are likely to be filing the Tickets that you and/or your Technicians will be responding to.

Adding End Users in Syncro helps you maintain great relationships. You can set which types of communications each End User receives, and even store unique information for them (using Custom Fields or Tags). If you're on a Syncro Trial or didn't delete the example trial data, you'll have End User Jane Doe in your [Example] Acme Tech Solutions Organization.

A. Manually Create an End User

Like Organizations, the first way to create an end user is manually. Watch this short video to learn more:

Use the step-by-step instructions in Work with End Users to create a new End User for one of your Organizations now.

B. Import End Users

If you're a Microsoft shop, it's possible to integrate Syncro with Microsoft and sync your End Users using Entra ID. Once that's set up, you can even take Microsoft actions on those users (like resetting a password or MFA) directly from Syncro!

There's a whole other guide for that, so if it applies to you or you're curious, take a look at Unify Microsoft 365 Management (Microsoft 101).

Note: If you imported your Organizations in Step 2 (Part B), you likely brought in your Contacts/End Users. If not, see Import or Export Existing End Users.

Step 8: Assign End Users to Tickets & Assets

Once you have End Users (formerly known as Contacts) in your Organizations, you can assign them to the Tickets they open and to the Assets they use.

Assigning Contacts to a Ticket helps Syncro know where to send external communications relating to the progress and resolution of their tickets. Most of the time the assignment of Contacts to their Tickets is automated, but when opening a Ticket manually you also have the option to assign a Contact.
Assigning End Users to Assets can be helpful for asset tracking. Once you learn about Policies, you can also automate the assignment of End Users to Tickets when they open a ticket from their System Tray menu.

Assigned Contact fields are available in the Customer Info section (for Tickets) and the Owner Information section (for Assets). There you can select an existing Contact or even create a new one.

Watch this short video to learn more:

You'll make End User to Ticket/Asset assignments in other Training Guides.

Introduce Techs in Appointment Emails

2024-11-22T16:32:06Z

Note: This document has been imported from the former KB and has not yet been verified.

Our email template system allows you to add the images and bios you upload for your team in appointment emails to customer.

To set up images and bios,

Navigate to Admin > Users.
Click Details by a user.
Fill in the Picture URL of an image you have uploaded somewhere, such as imgbox.com.
Fill in the Bio.
Click Update User.

To include this in your appointment emails,

Navigate to Admin > PDF/Email Templates.
Click Email Templates.
Click the desired template, such as Ticket Appointments Email, Appointment Reminder Email or Non-Ticket Appointments Email.
To add a nicely formatted piece about your tech,
1. In the upper left of the content editor toolbars, click Source.
2. Click the cursor where you want the info to appear.
3. Copy the below code and paste it in the editor.
  <p>Meet the tech who is scheduled to meet with you:</p>
  <table>
  <tbody>
  <tr>
  <td><img src="proxy.php?url={{tech_photo_url}}" alt="{{tech_name}}" style="max-width: 150px; vertical-align: top;" /></td>
  <td>
  <h3>{{tech_name}}</h3>
  <p>{{tech_bio}}</p>
  </td>
  </tr>
  </tbody>
  </table>
4. Skip to the last step below.
To add your tech info where you want,
1. Type the {{tech_name}} and {{tech_bio}} tags where you want them in the email.
2. To add your tech's picture, click the cursor in the text where you want the image to appear.
3. Click the image button.
4. In the URL field, insert {{tech_photo_url}}
5. In the Alternative Text field, insert {{tech_name}}
6. In the Width field, type 150 (or the maximum width you want).
7. Click OK.
When finished with everything, click Update Template.

Important Information for CSP Microsoft Integrations

2025-05-15T17:02:09Z

This document describes some important prerequisites as well as the steps for configuring your Cloud Solution Provider (CSP) Microsoft 365 Tenant for integration with Syncro. (For the Syncro-specific integration steps, see Integrate With Microsoft.)

You can either integrate:

Your Microsoft Tenants in bulk through your CSP Microsoft 365 Tenant credentials and Microsoft Granular Delegated Admin Privileges (GDAP) relationships, or
Each Microsoft Tenant as a Single Tenant using a unique Global Administrator account for each individual Microsoft 365 Tenant.

CSP Integration Prerequisites

Connecting to Microsoft 365 Tenants through a CSP Microsoft 365 Tenant requires specific authenticating user requirements and Microsoft 365 customer tenant relationships with specific GDAP roles.

The authenticating user must:

Be a CSP Microsoft 365 Tenant Global Administrator,
Have AdminAgent privileges,
Be a member of the AdminAgents Security Group,
Be a member of the Security Group associated with the appropriately privileged GDAP relationships with the Microsoft 365 Tenant, and
Be prompted by Entra ID MFA when authenticating. (Microsoft does not allow access to Microsoft 365 Tenants via GDAP using third-party MFA applications.)

Each Customer Microsoft 365 Tenant must have:

A Customer GDAP relationship,
A CSP Microsoft 365 Tenant Security Group with the appropriate roles assigned.
A GDAP relationship with either a Global Administrator privilege or ALL 12 specific privileges assigned.

Tip: You only need to enable a Customer GDAP relationship for the Microsoft 365 Tenants you want to integrate. For example, if your CSP Microsoft 365 Tenant can access 100 Customer Microsoft 365 Tenants and you only want to integrate 75, you'll need to create a Customer GDAP relationship with the desired 75 Microsoft 365 Tenants.

Step 1: Create the Syncro Service Account

First, create the Syncro Service Account so you have an authenticating user that works for the Syncro-Microsoft integration. Follow these steps:

Log into the Microsoft Entra Amin Center.
From the “+ Add” menu, select User > Create New User:
Enter an easily identifiable User Principal Name (e.g., Syncro_Integration).
Enter an easily identifiable Display Name (e.g., Syncro Integration Account).
Uncheck Auto-generate Password box. Set a strong Password and save it in a secure location (e.g., a password manager):
Click Next: Properties.
Add any desired additional information for this account.
Click Next: Assignments.
Click “+ Add Group.”
Check the box for the AdminAgents group, then click Select:
Click “+ Add Role.”
Search for and check the box for the Global Administrator role. Then click Select:
Click Next: Review + Create.
Click Create.

Step 2: Configure MFA for the Syncro Service Account

Microsoft requires Entra ID MFA enforcement to access Customer tenants using GDAP relationships. There are two ways to enforce MFA, depending on your Microsoft 365 licensing.

Conditional Access Policy (Recommended)

Note: You can configure the Conditional Access policy for the Syncro Service Account in accordance with your security policies; however, MFA should always be required.

Assign the Syncro Service Account to a Policy That Requires MFA

Log into the Microsoft Entra Amin Center.
In the left navigation, expand the Protection section and then select Conditional Access.
First, create a new Conditional Access policy:
1. From the inner side panel, click Policies.
  Tip: Click the “Conditional Access | Policies” breadcrumb at the top of the page:
2. Click “+ New Policy.”
3. Enter a Name for the policy (e.g., Syncro Service Account MFA Policy).
4. Click the hyperlinked text in the Users section.
5. Select the Include subtab.
6. Select the “Select Users and Groups” radio button, then check the Users and Groups box:
7. Search for and select the Syncro Service Account.
8. Click Select.
9. Click the hyperlinked text in the Access Controls > Grant section:
10. In the right side panel, select the “Grant Access” radio button, then check the Require MFA box:
11. Click Select.
12. Click Create.
Next, exclude the Syncro Service Account from all existing policies:
1. From the inner side panel, click Policies.
2. Click the Policy Name for a Conditional Access policy shown at the bottom:
3. Click the hyperlinked text in the Users section.
4. Select the Exclude subtab.
5. Check the Users and Groups box.
6. Search for and select the Syncro Service Account.
7. Click Select.
8. Appropriately handle the “Don't lock yourself out message!”
9. Click Save.
10. Repeat steps a through i for each Conditional Access policy.

Click the hyperlinked text in the Access Controls > Session section:
Check the Sign-in Frequency box, then select the “Every Time” radio button.
Click Select.
Toggle the “Enable Policy” to the On position.
Click Create.

Security Defaults

We strongly recommend you follow the steps to configure MFA using a conditional access policy as described above. However, if that's not possible, follow these steps:

Log into the Microsoft Entra Amin Center.
From the Overview section, select the Properties tab:
At the bottom of the screen, click the "Manage Security Defaults" link.
From the Security Defaults dropdown menu, select Enabled:

Step 3: Configure Customer GDAP Relationships

Now you can configure GDAP:

For individual Customers using Microsoft Partner Center.
For any or all Customers using Microsoft Lighthouse.

Unify Microsoft 365 Management (Microsoft 101)

2025-05-09T17:19:59Z

This guide details how to integrate and map Microsoft tenants to Syncro, sync Entra ID users, attach curated security baselines for posture management, and configure universal billing for Microsoft licenses.

Read on, or watch this short video to learn more:

Prerequisites

Microsoft 365 Management features require that you're on Syncro's Team Plan.

If you're new to Syncro and just setting up your account, be sure to create your Organizations before setting up the Microsoft integration. See Define Your Client Universe: Organizations & End Users and/or Work with Organizations for more information.

Step 1: Integrate with Microsoft

First, you'll connect Syncro to your Microsoft Tenant(s) to establish a communication link. You can integrate with a Single Tenant or a CSP.

IMPORTANT:

If you created multiple Organizations in Syncro and want to do a Single Tenant integration, it's a good idea to Move Multiple Organizations to a Single Syncro Tenant now. (If you work in an IT Department, you're more likely to encounter this situation.)
If you're integrating with a CSP, be sure to review this important Information for CSP Microsoft integrations.

As an example, here's how you'd integrate with a Single Tenant:

Navigate to Admin > RMM Settings - Microsoft Tenant Integrations.
Click the Integrate button, then select “Single Tenant.”
Log into your Microsoft account (if necessary), then click Accept for the required permissions.

See more detailed steps in Integrate with Microsoft.

Step 2: Map Your Microsoft & Syncro Tenants

The next step is to connect, or map, your Microsoft Tenants from Step 1 to their appropriate Syncro Tenants.

Follow these steps:

Navigate to Admin > RMM Settings - Microsoft Tenant Integrations.
Click the vertical ellipsis () in the appropriate row, then select “Map Syncro Tenant.”
Select an existing Organization from the Syncro Tenant dropdown menu.
Click Start Tenant Mapping.

See more detailed steps in Map Syncro Tenants.

Step 3: Sync Your Users

When you set up Microsoft Entra ID User Sync for each of your Organizations, Syncro can pull your existing users from Microsoft into Syncro as End Users, and keep them synchronized. The User Sync also allows you to take Microsoft-specific user actions—such as resetting a user's MFA or password—directly from Syncro.

Follow the steps described in Set Up Microsoft Entra ID User Sync. Be sure you've met the Entra ID prerequisites described there before you begin the syncing process.

Step 4: Attach a Baseline to Your Tenants

Finally, you’ll attach the Security Essential baseline to your Syncro Tenant. The Security Essential Baseline is a Syncro-curated Baseline that enables continuous, daily auditing of your Microsoft environment against industry-aligned security controls.

Watch this short video to learn more:

Follow the steps described in Attach or Detach Baselines. Be sure to set up Notifications to alert members of your security team to any rule violations (Bonus: Learn more About Security Posture Management & Baselines or Create & Download an Assessment to share with others.)

Step 5: Bill Your Customers for Microsoft Licenses

Note: If you're an MSP and using Syncro's Billing and Invoicing features, Universal Billing for Microsoft is automatically enabled as soon as a Syncro Tenant is mapped to a Microsoft Tenant.

You can easily charge your customers for Microsoft licenses directly from Syncro after a quick configuration:

Navigate to the Invoices tab, then from the Invoices Module menu, select Recurring Invoices.
Edit the scheduled invoice for your customer to add a Vendor Usage Counter for Microsoft Products:

That's it! You've fully automated billing the Customer Organization for the Microsoft products they use.

Integrate with Microsoft

2025-03-03T19:45:54Z

Syncro’s Microsoft integration helps you streamline your operations while providing better service to the organizations you support. The benefits include:

Linking devices associated with Microsoft Entra accounts directly to Syncro assets, to ensure there's always an assigned End User.
Quickly finding clients with low Microsoft Secure Scores or those who don't have MFA turned on, to improve security.
Lowering your client's bills by finding unused Microsoft licenses, and automating client billing based on Microsoft license types.
Building a foundation for future actions initiated in Syncro to be applied to Microsoft via Microsoft Graph APIs.
Identifying security gaps and receiving notifications about configuration drift.

This document describes how to integrate Syncro with Microsoft. In case it should be necessary, it also describes how remove the integration.

Prerequisites

The Syncro-Microsoft integration requires you to be on Syncro's Team Plan and be an Administrator in the Syncro account.
Syncro's integration supports all Microsoft 365 license types.
You can integrate with a single Microsoft Tenant or all Microsoft Tenants from your Cloud Solution Provider (CSP).
IMPORTANT: If you have a CSP, please review the Important Information for CSP Microsoft Integrations before proceeding.

Enable the Integration

Navigate to Admin > RMM Settings - Microsoft Tenant Integrations. Syncro displays the Microsoft Tenant Integrations Page, which is initially blank:

Click the Integrate button, then select either “Single Tenant” or “Cloud Solution Provider (CSP) Tenants.”

Single Tenant Integration

Log into the desired Microsoft 365 account as a Global Admin.
Click Accept for the required permissions.

CSP Integration

Be sure you've met the Prerequisites, which are shown in a pop-up window.
Check the box, then click Continue.
Log into your CSP Microsoft 365 Tenant using an appropriately privileged Global Admin account.
Note: If you want a Single Tenant integration, you'll need to create Global Admin accounts on the individual Microsoft 365 Tenants you want to integrate. (These must be different from your CSP Microsoft 365 Tenant credentials.)
Click Accept for the required permissions.

When the integration is complete, Syncro redisplays the Microsoft Tenant Integrations Page with your integrated Tenant and/or indicators of integration issues. What appears on the page depends on whether you integrated a Single Tenant or Cloud Solution Provider (CSP).

Note: The only data Syncro pulls from the initial integration is the Microsoft 365 Tenant Name. All additional data requires the Microsoft 365 Tenant to be mapped.

Use the Microsoft Tenant Integrations Page

The Microsoft Tenant Integrations page/table displays when you navigate to Admin > RMM Settings - Microsoft Tenant Integrations. Initially the page is blank; information only displays after you integrate with a Microsoft Tenant.

Single Tenant Integration

If you integrated with a Single Tenant, the Microsoft Tenant Integrations page displays that Tenant's name in the first column of the table. The Syncro Tenant column will initially be blank. Ideally “Success” shows in the Sync Status column to indicate a successful sync, and a Last Sync date/timestamp is available:

If the Sync Status shows something other than “Success,” here's what those statuses mean:

Pending (orange): Syncro is waiting for Microsoft to process the request, or there's something preventing the sync from happening.
Auth Error (red): May be any type of error encountered while making requests for the tenant, including an authentication failure.

Note: Since this is a Single Tenant integration, it is expected that the CSP Name and CSP Auth columns show a dash (-).

CSP Integration

If you integrated with a CSP, the Microsoft Tenant Integrations page displays that Tenant in a row at the top of the page, above the table.

The row contains the name of the CSP Tenant, a label of “Cloud Solution Provider (CSP)” and if relevant, the number of tenants inside it (e.g., “with 6 tenants”); a Last Synced date/timestamp, and a Sync Status:

If the Sync Status shows something other than “Success,” here's what those statuses mean and what you can do:

Auth Pending: Authorization may take several minutes. Once successful, the Tenants will appear in the table after a page refresh.
Auth Failed: This is an authorization failure message related to an issue with the CSP:
- Unknown: An unknown authentication occurred. You should select “Reauthorize CSP” from the ellipsis menu to try again.
- No MFA Prompt: The authenticating account was not prompted for Entra ID MFA. You should update the account to prompt for MFA on every sign in. Then select “Reauthorize CSP” from the ellipsis menu to try again.
- Not in the AdminAgents Group: The authenticating account is not a member of the AdminAgents group. Add the account to the AdminAgents group, then select “Reauthorize CSP” from the ellipsis menu to try again.
- No Child Tenants: The CSP Tenant has no customer relationships. Add customer relationships, then select “Reauthorize CSP” from the ellipsis menu to try again.
(Auth) Error: This is an error message related to an issue with the CSP.

The table beneath this section displays like it does for a Single Tenant integration, but the CSP Name and CSP Auth columns are filled in. The CSP Auth column may also help you identify and resolve common errors with any individual tenants:

CSP Name: Displays the name of the CSP this Microsoft Tenant belongs to.
CSP Auth: Shows the status of the authentication process used by the CSP to access and manage Microsoft services. These may be:
- Active (green): The CSP Admin Relationship appears to be configured correctly and isn't set to expire for at least the next 7 days.
- Consent Failure: The CSP Admin Relationship is in an Active state and we've tried consenting but received an error from Microsoft. We will try again shortly.
- Consent Pending (orange): Typically means Syncro is waiting for Microsoft to process the request. If the CSP Auth remains in a Consent Pending status after 10-15 minutes, there's likely a problem.
- Expired (red): The CSP Admin Relationship has at least one required role that has expired. The GDAP relationships need to be updated to resume syncing.
- Expiring (orange/yellow): The CSP Admin Relationship appears to have at least one required role that is set to expire within the next 7 days. The GDAP relationships should be updated as soon as possible.
- Granting Application Roles (orange/yellow): This status is part of the consent process, and the CSP Auth may be in this status for about 30 minutes.
- Missing Admin Relationship: No active CSP Admin Relationship exists for the Microsoft Tenant.
- Missing Roles (red): The CSP account doesn't have all the GDAP roles we require for the Microsoft Tenant, or does not have the Global Administrator role. Please review Important Information for CSP Microsoft Integrations.
- Missing Security Group: The CSP Admin Relationship does not have a valid security group assigned to it. Either the security group is missing, does not have the proper roles assigned to it, or the service account user is not in the security group.
- Unknown (orange/yellow): There is no status information available. It most likely means there's a consent failure, but can be for other unknown Microsoft errors as well.

After any integration issues are resolved, you should Map Your Syncro Tenants. Once this is done, the Syncro Tenant column populates with a link to that Syncro Tenant's Details Page, and Microsoft Tenant sync attempts occur approximately every 30 minutes (unless there is an Auth Error).

Actions for Existing Integrations

Once your Tenants are integrated and mapped, you'll have access to a number of actions under the vertical ellipsis () menu. The actions change based on the integration type and whether or not a Syncro Tenant is already mapped. This works as follows:

Condition	Syncro Tenant(s) Mapped	Available Option(s)
Single Tenant integration	No	Map Syncro Tenant: Creates an association between the Microsoft Tenant and an Organization, so you can then set up Entra ID User Sync or Baselines. Reauthorize: Allows you to provide different credentials to reauthorize the originally configured Microsoft tenant. Remove Integration: Disconnects your Microsoft account from Syncro, including all mappings and syncing between Microsoft and Syncro Tenants. No data is deleted from your Microsoft accounts.
Individual Tenants for a CSP integration	No	Map Syncro Tenant: Creates an association between the Microsoft Tenant and an Organization, so you can then set up Entra ID User Sync.
Single Tenant integration	Yes	Unmap Syncro Tenant: Removes the association between the Microsoft and Syncro Tenants. For example, if you make a mistake. Reauthorize: Allows you to provide different credentials to reauthorize the originally configured Microsoft tenant. Remove Integration: Disconnects your Microsoft account from Syncro, including all mappings and syncing between Microsoft and Syncro Tenants. See also: What Happens When You Remove an Integration for more information.
Individual Tenants for a CSP integration	Yes	Unmap Syncro Tenant: Removes the association between the Microsoft and Syncro Tenants. For example, if you make a mistake.
Cloud Solution Provider (CSP) Tenant integration	No	Reauthorize CSP: Allows you to reintegrate after resolving authentication errors using the same credentials, or to provide different credentials to reauthorize the originally configured Microsoft tenant. Remove CSP Integration: Disconnects your Microsoft account from Syncro, including all child tenants, their mappings, and syncing between Microsoft and Syncro Tenants. See also: What Happens When You Remove an Integration for more information.

What Happens When You Remove the Integration

If you no longer want to link your Syncro and Microsoft accounts, or if you want to reset the Syncro-Microsoft connection to start fresh, you can. Simply select “Remove All Integrations” from the Integrate button menu:

IMPORTANT: When you remove the Syncro-Microsoft integration, you'll:

Completely disconnect your Microsoft account(s) from Syncro,
Remove all Microsoft Tenants and the mapping between Microsoft and Syncro Tenants,
Remove the Syncro application from Microsoft and associated Microsoft data from Syncro,
Prevent Syncro from syncing data with Microsoft moving forward. (For example, your End Users will remain in Syncro but will no longer be updated if/when updates are made in Microsoft.)

However, removing this integration will NOT delete any data from your Microsoft accounts.

Whenever you want, you can re-enable the integration, but you might need to wait a few minutes for Syncro to remove the prior integration.

Customize or Disable the End User Portal

2024-09-23T16:52:14Z

By default, Syncro's End User Portal is on and available for use. However, there are a few configuration settings you should know about.

Choose Your Branding

In Syncro's account settings, you choose your Business Name and have the ability to change the branding related to your business. The latter includes uploading your logo and changing your color scheme.

At the bottom are two checkboxes related to Portal branding:

You can check one or both boxes. For more information, see Update Your Syncro Account.

Customize Email Templates

There are Email Templates for the End User Portal Invitation and for Passwords Resets that you can customize. These are available under More > Admin > PDF/Email Templates > Email Templates. See also: Customize PDF/Email Templates.

Choose Your Features

There are several settings that control what people can see/do in their Portal.

To enable/disable specific features for your End Users using the Portal, see About the End User Portal and End User Portal Settings Reference.

Note: It's best practice to create Portal Users for End Users rather than Organizations.

Tighten Security

Note: The End User Portal is encrypted. Like the main Syncro product, it uses industry-standard technology to encrypt sensitive data, ensuring that all information is protected.

In new Syncro accounts, Organizations and End Users don't need a username or password to access the Portal. You only need to share how they should access their Portal and they'll be allowed in. This is because there are no Portal Users defined yet.

In general, Organizations without any explicitly-created Portal Users automatically belong to the “Non-Portal User Group,” which has few permissions out of the box. You can change this, as well as create Portal Users to gain finer control over Portal security. See Work with Portal Users & Permission Groups for more information.

Syncro Users can also see the Portal.

Enforcing Passwords

You can enforce usernames and passwords for all End Users (and Organizations), which Syncro strongly recommends. To do this, follow these steps:

Navigate to Admin > Customers - Preferences.
Check the “Secure Customer Portal With Password If Portal Users Exist (Including Unclaimed Invites)” box.
Click Save.
Navigate to the Organizations tab/module.
Click boxes next to one or more Customer Organizations to check/select them.
Tip: To select all, click the box in the header row.
From the Bulk Actions button menu, select “Bulk Manage Portal Users:”

Syncro displays the Bulk Enable Portal Users pop-up:
Use the "Apply To" dropdown menu to select "Organizations and Contacts."
Verify the selected “Action” is “Enable.”
Use the “Portal Permissions Group” dropdown to select a value. See Work with Portal User Permission Groups for more information.
Use the “Require MFA” dropdown menu to specify “Yes” or “No.”
Note: We strongly recommend that you require MFA, especially if you are using a payment processor to allow end users to store financial information. Additionally, MFA will be automatically enforced for Portal Users with End User Remote Access enabled.
Click Update.
Click OK to have Syncro save your changes and send Portal invitation emails to the selected Organizations and End Users. The email invitation includes a link to set the password for their Portal account.

Portal Password Requirements

Portal passwords must:

Be 12 to 128 characters long. They cannot be any shorter; this is a security best practice.
Contain at least 1 uppercase letter, 1 lowercase letter, 1 number, and 1 symbol.
Not equal the customer's email address in any way (even if wrapped with spaces or mixed lower/upper case).

Disable the Portal

If you don't want any of your Organizations or their End Users to use the Portal (e.g., you use a different system for PSA), you can disable it.

To do so, follow these steps:

Navigate to Admin > Customers - Preferences.
Scroll to the “Disable Customer Portal and redirect to URL” field at the bottom:
Enter a URL that includes either http:// or https://.
Click Save. Syncro will redirect people to this URL rather than go to the Portal.

Note: If you decide to use the Portal in the future, simply remove the URL and click Save.

High-Efficiency Helpdesk Examples

2025-11-13T14:59:24Z

When your helpdesk starts to feel crowded, even the smallest inefficiencies add up. Whether your team is experiencing ticket fatigue or you’re just looking to clean up workflows, there are a few practical, field-tested ways to make your helpdesk more organized, measurable, and proactive using Syncro.

Let's take a look at how one MSP who oversees a team of 20 Technicians streamlines ticket management using Ticket Tags, Ticket Views, and Ticket Automations. They handle 400 to 500 tickets daily, many of which are automatically created from alerts.

Build a Solid Foundation with Ticket Tags

Recall that Ticket Tags can be anything you want. They're designed to facilitate the organization and segmentation of tickets in a way that aligns with your business.

To organize, monitor, and automate helpdesk processes, you'll want to make good use of Ticket Tags. Some examples from this MSP include:

alert: for tickets created from alerts. Some are more discrete, by type (e.g., seimalert).
helpdesk: used to track all the different operations across his business that have tickets.
NOC work: for tickets needing attention from his NOC team. Other team-based tags could include finance, security, or backups.
office: tag for tickets that track internal work. For example, action items from a meeting, HR-related tasks, and even performance reviews.
projects: for tickets related to larger projects. These are often parent tickets, but they don't have to be. Some are more specific (e.g., Project-PEN).
systems: for tickets his systems engineering team handles. Some are in combination (e.g., project-systems).

Tips:

If you don't see the Ticket Tags column in the table, click the gear () icon in the upper right then check the Ticket Tags box.
Use the Filter to only show the Tickets you want to tag right now.
See Work with Ticket Tags for additional information.

Create Focused Ticket Views

Now you'll start putting those Ticket Tags to work for you, just like this MSP. The first way he uses each of his Ticket Tags is in Pinned Ticket Views.

His Ticket Views (in the left panel) have names that are similar to the Ticket Tags in the column:

Alerts Board: Displays tickets that are automatically created from an RMM alert.
Helpdesk: This is his default, high-level view of everything that's going on in his business. There's another variation of this view (Helpdesk By Client), which is useful when he's on the phone with a person from that Organization; he can see exactly what they currently have open.
NOC/Systems: Corresponds to the tickets tagged NOC work or systems so he can quickly whether either of these team are overwhelmed.
Office: These views show only the tickets with tags containing the words office.
SIEM Alerts - Daily: Consolidates tickets created from third-party security monitoring apps so all SIEM alerts can be triaged together.
Assigned to [TechName] - Open: Created so each of his Techs can begin their day by checking only the tickets relevant to them. These views also help him reassign tickets if any one person is overloaded or out of the office.

Tip: If you have service offerings where you perform work for clients on a regular basis---for example, if you perform a quarterly penetration test for clients with cybersecurity insurance and create an action plan that you review with them---you can automatically add these projects to a view by adding a Project-PEN tag to Recurring Tickets.

Track Performance with Ticket View Health Metrics

With this structure in place, our example MSP (and now you) can click on any Pinned Ticket View on the left to get a better sense of any bottlenecks or high risk areas.

The Ticket View Metrics Panel at the top of every Ticket View highlights important data such as how many tickets are unresolved or about to breach their SLA:

These metrics help you make data-informed improvements before problems escalate.

You can customize the thresholds for each Ticket View so anything concerning will leap out in red. See Use Ticket View Metrics for detailed instructions.

Use Ticket Automations to Transition Tickets to Different Teams

The next layer of efficiency comes from Ticket Automation.

Our example MSP uses Ticket Automations to insert standardized communications, to reset SLAs, and transfer tickets among teams. This ensures every client receives consistent, professional communication. Let's look more closely at how he does this.

Recall that the automation type for a Ticket Automation can be Hourly (as shown below), or if you're on the Team plan, you can use the Ticket Status Changed automation type to kick off an automation without delay:

In this example, when a triaging helpdesk Technician decides a ticket needs to be reviewed by the systems team, he'll update the Ticket's Status to a custom status named “Move to Engineer.”

Then this automation will:

Set the SLA,
Add the systems Ticket Tag so it appears in the appropriate Pinned Ticket View, and
Add a Public Note/Comment about the transition in the Ticket.

Tips:

You could also add a “Ticket Subject" Condition with a “contains” operator to screen for particular tickets. For example, maybe the subject also needs to have “network” in it for this automation to run.
You can also push alerts with standard Subject lines to a view like the “Alerts Board” mentioned above using a Ticket Automation. For Tickets with a Status = New, the Subject contains something like “Microsoft 365” or “Defender for Cloud Apps," for example.
See Work with Ticket Automations for detailed instructions.

Ticket Automations Reference

2024-04-04T12:25:33Z

Conditions are the criteria that Tickets have to meet for a ticket automation to run. Actions are one or more things done when Conditions for a ticket automation are met.

This document describes the various conditions and actions you can use to create powerful Ticket Automations.

Conditions

The table below describes the Conditions you can use in Ticket Automations:

Condition	Operator(s)	Possible Value(s)
AI Ticket Classification	includes, excludes	Match tickets based on Syncro's Ticket Classifications list.
Assigned SLA	is, is not	Match tickets by the SLAs you’ve defined in Admin > Tickets - Service Level Agreements.
Assigned to	is, is not	Match tickets based on Syncro Users you’ve defined in Admin > Syncro Administration - Users.
Business Hours	N/A	Specify the time for this automation to run: Only Run During Business Hours or Only Run Outside of Business Hours. Note: The latter requires you to enable Business Hours in Admin > Syncro Account - Business Hours.
Contact Tags	includes, excludes	Match tickets based on tags associated with the End User submitting the ticket. Check the box to Include Untagged Contacts. You can also type to create new Contact Tags here.
Customer	is, is not	(Customer) Organizations you’ve previously created. Start typing to display search results and press Enter to select. Click View Customer to open that Organization's Details Page in a new tab.
Customer Tags	includes, excludes	Match tickets based on tags associated with the (Customer) Organization submitting the ticket. Check the box to Include Untagged Customers. You can also type to create new Organization Tags here.
Due date is passed	N/A	Yes, No
Has SLA	N/A	Yes, No
Has a contact	N/A	Yes, No (for whether the top-level Organization has an End User)
Hours until due date	N/A	Hours (as whole numbers only). Note: Not available for “Ticket Created” automation types.
New ticket tag added	is, is not	Select an existing ticket tag, or create a new Ticket Tag. Note: This condition only appears when using the Ticket Tag Added automation type. See also: Work with Ticket Automations.
Not updated in hours	N/A	Hours (as whole numbers only) If you’re not using Business Hours, this Condition counts actual clock hours. If you want the automation to only run during your business hours or only run outside of your business hours, you must enable business hours under Admin > Syncro Administration AND add a Condition.
Part Order Received	N/A	Yes, No
Ticket Billing Status	is, is not, contains	Non-Billable, Invoiced, Partially Invoiced, Invoice Required
Ticket Issue Type	is, is not	Ticket Issue Types you’ve defined in Admin > Tickets - Preferences. By default these may include: Remote Support, Contract Work, Network Project, Regular Maintenance, Other.
Ticket Priority	is, is not	0 Urgent, 1 High, 2 Normal, 3 Low
Ticket Status	is, is not, contains	Ticket Statuses you’ve defined in Admin > Tickets - Preferences. See also: Ticket Settings Reference.
Ticket Subject	is, is not, contains	The subject as you enter it. The “is/is not” operators are case-sensitive; “contains” is not.
Ticket Tags	includes, excludes	Match tickets based on tags associated with the ticket. Check the box to Include Untagged Tickets. You can also type to create new Ticket Tags here.
Ticket Type	is, is not	Custom Ticket/Field Types you’ve defined in Admin > Tickets - Ticket Custom Fields. See also Create Custom Fields.
Ticket last comment subject	is, is not	Initial Issue, Estimate Approved, Estimate Declined, Automation, Bounce, SMS Failure, Contact, Invoice Emailed, Issue, Diagnosis, Contacted, Approval, Parts Order, Parts Arrival, Update, Upgrade, Completed, Other, Automated Remediation. Note: Not available for “Ticket Created” automation types.

Actions

Actions are one or more things done when Conditions for a ticket automation are met.

For example, you can have Syncro add comments and change the Ticket priority. You can take multiple Actions at once.

The table below describes the Actions you can use in Ticket Automations:

Action	Possible Value(s)	Description
Add Private Comment	Select a value from the Update Subject dropdown; enter a comment in the Body field.	Adds a private comment to the COMMUNICATIONS section of a Ticket. See also: About the Ticket Communications Section.
Add Public Comment	Select a value from the Update Subject dropdown; enter a comment in the Body field. Optionally check the Send SMS box.	Adds a public comment to the COMMUNICATIONS section of a Ticket. Also emails the customer, and optionally sends an SMS to the Customer/Contact associated with this ticket. See also: About the Ticket Communications Section.
Add Subscriber	Select from Syncro Users you’ve defined in Admin > Syncro Administration - Users.	Adds the selected Syncro User (e.g., a technician) as a subscriber on the ticket. See also: Collaborating on a Ticket
Add Ticket Tag	Select from existing Ticket tags or add new ones.	Adds these tags when the automation runs on a ticket. See also: Work with Ticket Tags.
Assign to	Select from Syncro Users you’ve defined in Admin > Syncro Administration - Users.	Assigns the ticket to the selected Syncro User (e.g., a technician).
Attach Ticket Worksheet	Select from Ticket Worksheets you've defined in Admin > Tickets - Ticket Worksheets.	Ticket Worksheets are checklists you define for your techs to follow. Optionally you can use them to show customers the work you performed. See also: Create a Ticket Worksheet.
Change Issue Type	Select from a list Issue Types you've defined in Admin > Tickets - Preferences.	Updates the ticket's Issue Type to the selected value.
Change Priority	Select a Priority from: 0 Urgent, 1 High, 2 Normal, 3 Low	Updates the ticket's Priority. Note: This requires the “Enable Ticket Priorities” box to be checked in Ticket Settings.
Change Status	Select from Ticket Statuses you’ve defined in Admin > Tickets - Preferences.	Updates the ticket's Status. See also: Ticket Settings Reference.
Email assignee	Enter Subject and Body. Optionally add email address(es) to BCC separated by commas or semicolons.	Emails the assigned Syncro User (e.g., a technician).
Email custom email address	Enter email address in To. Otherwise same as previous. Add multiple addresses separated by commas or semicolons.	Emails the address(es) you specify. Particularly relevant when the recipient of the automated email is not the contact who submitted the ticket.
Email customer/contact	Enter Subject and Body. Optionally add email address(es) to BCC separated by commas or semicolons.	Emails the Organization or End User. This action does not post the specific message to the ticket's Communications log (only that the action was performed). Check the Communications Summary Report (available under Reports) in the Email and SMS sections to see the message sent.
Fire "Ticket Automation Triggered" notification	N/A	Sends notifications (Email, SMS, etc.) about the ticket automation being triggered to Syncro Users specified in a Notification Set. Notifications Sets are defined in Admin > Syncro Administration - Notification Center, and the event here is “Ticket - Automation Was Triggered.”
Post to Microsoft Teams	Enter the MS Teams Webhook URL and Message.	Posts a message to MS Teams. Note: For this option to be available, you must first configure the Microsoft Teams integration. Navigate to Admin > Integrations - App Center.
Post to Slack	Enter the Slack Webhook URL and a message.	Posts a message to Slack.
Remove Ticket Tag	Select from existing Ticket Tags.	Removes these tags when the automation runs on a ticket.
SMS Public Comment	Select an Update Subject, and enter a message to send in Body.	Adds a public comment to the COMMUNICATIONS section on the Tickets tab and sends an SMS.
Send Manual SMS	Enter a valid To number and a Message.	Sends an SMS message to the number (area code + number) entered. You can only enter a single phone number. Note: Syncro's locale settings automatically handle the country code based on the location you specify under Admin > Syncro Administration - General Settings/Preferences.
Set SLA	Select from SLAs you’ve defined in Admin > Tickets - Service Level Agreements.	Changes the SLA assigned to this ticket (or assigns one if one was not already assigned).
Update Due Date	Enter the number of hours to Extend either From the Due Date or When (the Automation is) Triggered.	Updates the ticket's Due Date.
Update Ticket	N/A	Enters the current timestamp into the Ticket's Last Updated column in the Tickets Table. You can use this to: 1. Force a ticket update to trigger notifications found in Admin > Syncro Administration - Notification Center. 2. Prevent the re-triggering of automations of automations using the “Not Updated in Hours” condition.

Syncro Mobile: Work with Appointments

2024-10-14T20:03:56Z

If you're a tech who works out in the field, one of the first questions you may ask while sipping your morning coffee is, “What do I have scheduled for today?”

Tapping Appointments from Syncro Mobile's Home screen gives you that answer and more. You can communicate with your customers, view associated tickets, and even open navigation to the appointment location.

This document describes how you can use Syncro Mobile specifically to complete and manage customer appointments.

Check Today's Appointments

After launching Syncro Mobile, one of the first things you'll see is the number of appointments on your schedule for TODAY.

Note: Your appointments appear in Syncro Mobile whenever you're assigned as the Tech on an Appointment (which may happen during Ticket creation).

Tap “Appointments” to get a more detailed description for each of Today's appointments:

By default, Syncro Mobile shows the appointments YOU have TODAY. However, you can tap the “All Appointments” tab at the top to see everything, or tap the “Past” or “Future” filter to see appointments from/for other times.

Take Actions on Appointments

Each appointment displays the Customer Name, followed by the Appointment's Summary field. If an appointment Location is available, that displays next to the pin icon:

Note: The appointment Location may or may not be the Customer's address (e.g., if an alternate location was provided).

If the Appointment is associated with a Ticket, you can tap “Ticket” to view/change details about that ticket and Start a Timer. For more information, see Work with Tickets.

If the Appointment includes an appointment Location, you can tap “Location” to open Google maps.

If the Customer has a phone number on file, you can tap “Call” to initiate a call to that Customer.

Modify Appointments

If your Customer calls or texts you to reschedule, tap the Pencil (Edit) icon and change the appointment to a new date/time right away:

Or if they cancel, you can tap the Trash (Delete) icon in the upper right corner.

Create New Appointments

You can create a brand new appointment from the upper right of the Appointments page too. Just tap the Calendar icon.

Note: The New Appointment page allows you to select a Customer and/or a Ticket. If you select a Ticket, the Customer field prepopulates.

Best Practices & Examples for Third-Party Update Policies

2026-02-11T14:34:55Z

Here are some important things to know before you begin setting up your Third-Party Update Policies.

Install Standard Apps

If you have a standard list of applications that are on all your end user's machines (e.g., Adobe Acrobat Reader DC, Firefox, Google Chrome, etc.), select “Install and Update.”

Then, set their schedule to “Daily” and select a time for “Start Updating At” when end users are unlikely to be using their machines. In the example below, Syncro will check for updates to the standard applications selected above daily at midnight.

Select “If offline, run at next boot" to ensure that the asset wont miss an update if it is offline or goes to sleep mode overnight.

Syncro will attempt the install on this schedule when the Third-Party Patch Policy is assigned to an asset.

IMPORTANT: Only one Third-Party Patch Policy can be assigned to an asset at a time. (This differs from Windows Updates.) Whichever Third-Party Patch Policy is assigned to the policy folder level closest to the asset will override and replace any Third-Party Patch Policy above it.

Update if Present

If you're uncertain about which apps you want to install, choose the most common applications you know your end users have installed, and select “Update if Present.”

Chocolatey Package Considerations

Chocolatey Package install behavior can vary based on software vendors. Review Chocolatey’s package page for critical applications and always test before mass deploying to a large fleet.

If you're adding a new chocolatey package to the list, click View App to review the app in chocolatey:

Chat with End Users from the System Tray

2024-11-10T14:52:28Z

Syncro's chat feature helps you conduct live chat conversations with the end users you are supporting, directly from their managed devices.

Read on, or watch this short video to learn more:

Notes:

You can't start more than one chat from the same asset.
Emoji's and line breaks are not currently supported in Syncro chat.
Syncro's chat feature plays a "ping" sound once per unread chat session. This helps avoid noise pollution and multiple pings in the case of many chats being conducted at once.

Prerequisites

Add Live Chat to the System Tray

To add Syncro's chat feature to the system tray, navigate to the Policies tab/module.

Then, create or edit your Policy to enable the System Tray and add a Menu Type for Live Chat.

See also: Work in Syncro's Policy Builder.

Security Settings

There are a selection of settings to consider with Syncro Chat. Navigate to Admin > Security Groups and choose a Group to give access to Chat.

See also: Security Permissions Reference.

Notification Rules

The following Notification Events allow you to be notified on certain events:

Chat - New unread message while I’m offline
Chat - New unread message while I’m online
Chat - New unassigned message while I’m offline
Chat - New unassigned message while I’m online

See also: Customize & Assign Notifications.

Access Live Chat

There are numerous ways you can access live chat from within Syncro:

Customize Syncro's primary navigation bar to display the Chat tab/module along with the others. (You can also reorder these with Tabs Customization.)
Click the Chat bubble in the Icons portion of the Syncro header, or select Chat from the New (+) button:

Note: The Chat bubble count of unread messages includes unread chats assigned to you and unassigned chats.
Click the Chat option from an Asset's Quick Preview:
Select Chat from the ellipses menu next to the Relevant Asset on a Tickets Details Page:

Use Live Chat

Navigate to Chat using one of the methods described in Access Live Chat. Syncro may initially display an empty page:

Start a New Chat

To start a new chat session, click the (+) to the right of the Chats List filter. Syncro displays the Initiate Chat pop-up window:

There may be thousands of assets across your fleet, so you can optionally use the Filter by Customer dropdown menu to narrow the list of assets.

Since you are chatting with the asset (which a Customer owns and a Contact may be assigned to), you must always select an asset from the Search for Syncro Device dropdown menu.

Once you've located your desired asset, click Start Chat.

About the Syncro Chat Interface

The Chat screen is divided into three sections (from left to right):

Chats list: Displays a list of all chat sessions that are still in progress.
Active chat session: The active (currently selected) chat, and
Information panel: Displays the Customer, Contact, and Asset information associated with the end user for the active chat.

Search or Filter the Chats List

Type to search for an existing chat. As you type, Syncro displays a narrowed list of results. Click the the one you want to open when you find it:

You can also filter existing chats using the following options:

All Chats: Displays all chat sessions that are still in progress.
My Chats - All: Displays all of the chats specifically assigned to you.
My Chats - Unread: Displays chats specifically assigned to you that you haven't read yet.
Unassigned Chats: Displays chat sessions that haven't been assigned to a technician.

The Chats List displays high-level information to help you locate a particular chat. This includes the Business Name, Contact Name, last updated time, last message, the Asset name, and Tech assigned to the chat session (if available):

When you select a chat from the Chats List, Syncro displays an actions bar in the upper right. It may include the following:

Assign to Me: Assigns the chat session to you (which may be necessary to see additional actions).
Close Empty Chat: Ends the chat and Archives the conversation. Archived Chats are added to Chat History subtab of the Customer Details Page.
Re-Assign: Assigns the chat session to another technician. (Only appears for chats currently assigned to you.)
Create Ticket: Creates a ticket from the chat session. The resulting ticket will have a communication/comment with a direct link to the chat, regardless of whether the chat is ongoing, archived, etc.
Details: Shows/hides the Information panel on the far right.

Active Chat Sessions

This middle section is where the active, currently selected chat session displays. This is where you interact with your end users.

Note: To ensure that chat messages stay scoped to individual conversations, close chats when they are complete. This way, any new chat messages will create a new chat interaction. You can always find Chat History on the subtab of the Customer's Details page.

Syncro Subscriptions & Billing

2024-12-12T16:24:36Z

Syncro offers annual, month-to-month, and annual with monthly billing subscriptions for our Core and Team Plans.

Choose a Subscription

Choosing the right subscription is all about balancing cash flow with long-term stability. To help you decide which rhythm fits best, here are the details:

	Annual	Month-to-Month	Annual (Monthly Billing)
Payment style	Single annual payment	Pay as you go	Manageable monthly payments
Best for…	Yearly budgeting	Short-term flexibility	Consistent value & cash flow
Subscription Period	12-months	30-days	12-months
Add-on Billing	Monthly	Monthly	Monthly

Many people find that the Annual with Monthly Billing option offers the most strategic advantage for a growing business. It’s designed to give you the best of both worlds:

Cash Flow Friendly: You enjoy the stability of an annual subscription without the large upfront cost. This keeps more capital in your pocket for other business needs.
Predictable Budgeting: Your base price remains consistent every month for the duration of your subscription, making your overhead easy to forecast.
Seamless Management: You receive all the benefits and features of our annual subscription while keeping your payments spaced out in easy, monthly installments.

Subscription Logistics

To keep things simple and streamlined for your administration, all users on your account share the same billing cycle.
Any add-ons you include will be billed monthly, regardless of your main subscription type.
For your convenience, subscriptions automatically renew at the end of their period unless you contact us and request to stop the automatic renewal.
If you’re on an Annual with Monthly Billing subscription and choose to stop renewal, your service and monthly payments will continue until the end of the annual subscription period.

Note: To manage your subscription, update your payment information, or view invoices, see Set Up Your Syncro Account.

Per-User Billing

Syncro's billing structure is on a per-user basis. You will be billed for the number of Syncro Users you have active at the time of your subscription renewal.

You can add or “enable” users, as well as disable users on your account at any time during your billing cycle.

Additions

When you add a new user to your account, you will be billed for the user immediately. You will be billed a prorated amount depending on how far into your billing cycle you are.
If you attempt to add a new user and the payment fails, our system will flag your account as having a failed transaction. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account. If you have any problems during this process, please reach out to our billing department at [email protected]">[email protected].

Removals

To ensure you are not billed for users you no longer need, you must disable users before your subscription renewal day. Once a subscription renews, Syncro does not offer refunds for any users disabled mid-billing cycle.
When a user is disabled on your account, you do not receive a credit or refund for any remaining time. Instead, the user license remains active and available for use until the end of your current billing cycle. Once your current billing cycle ends, your subscription renews at the number of users you have active at that moment. For example, you could disable “User A” 20 days before the end of your billing cycle and during those 20 days, you could add “User B” without being charged again. User B would be using the license available on your account from disabling “User A”.

To add or remove Syncro account users, see the Add & Assign Users to Security Groups documentation.

Add-On Billing

All of our add-on options are billed in arrears, which means that we bill for the prior months’ usage. For instance, your July invoice would be for your add-on usage in June.

Below are links to documentation for each of the add-ons we offer. You can learn more about their billing and pricing options there:

Update Your Subscription

There are changes that take effect immediately and changes that take effect at the end of the current subscription period.

Immediately

These updates apply to your account right away. Your payment method will be charged for any price difference, and any remaining “time” on your current subscription will be credited back as a prorated amount. Plan features update immediately.

Core monthly → Team monthly
Core annual → Team annual
Core monthly → Core annual
Core monthly → Team annual (Team features enabled immediately)
Team monthly → Team annual
Core annual → Team monthly (Team features enabled immediately)

At the End of the Current Subscription Period

These updates are saved as pending and will only apply when the current subscription period ends. You’ll retain your existing plan’s features until that time.

Core annual → Core monthly
Team annual → Core monthly
Team annual → Team monthly
Team monthly → Core annual
Team monthly → Core monthly
Team annual → Core annual

Note: To manage your subscription, update your payment information, or view invoices, see Set Up Your Syncro Account.

Cancel Your Subscription

Notes:

As stated in our Service Terms, a cancellation notice must be provided at least 30 days in advance.
An active Admin user on the account must initiate the cancellation. (The request must come from an active Admin user on the account.)

To initiate a cancellation, follow these steps:

Navigate to Admin > Account Settings, then in the Subscription section, click the “Cancel Plan” link.
In the Cancel Subscription pop-up window, select a reason. You must check the box to acknowledge that upon the expiration of your subscription, any add-ons that are not migrated will be deleted in the next 30 days.
To proceed, click Initiate Cancellation.

This notifies our Billing Support Team to process your cancellation. The team will send you a confirmation email and date for when your subscription officially expires.

IMPORTANT: If you use add-on services (e.g., MAV or Remote Access), you will receive a final billing(s) for these services, as they are invoiced in arrears for prior usage.

Once your cancellation request is processed, we will update your subscription to ensure it does not automatically renew. Your subscription will remain active for the full billing cycle following your 30 day notice, after which it will expire.

Note: If you have an annual subscription and do not provide a cancellation notice at least 30 days prior to your renewal date, your subscription will automatically renew.

Pre-Cancellation Checklist

While we are sad to see you leave, we want to make sure you take the necessary steps prior to your subscription expiring. Please take a moment to go over the following tasks we recommend. If you have any questions, please reach out to our support team for assistance.

Export any data you want to keep. Please make sure any important data has been exported before your subscription expiration. For assistance in exporting account data, contact support at [email protected]">[email protected].
Turn off any recurring processes such as recurring invoices and automatic notifications.
Disable, migrate, or delete any paid add-ons you are currently using.
Acronis add-on: We currently do not disable backups or delete any data stored using the Acronis integration. Please ensure that you either migrate your Acronis instance from Syncro or delete your account prior to your subscription expiring. See the Acronis Cyber Protect documentation for more information.

Expired Subscriptions

Subscriptions expire for two reasons, the first being if a subscription cancellation has been requested.

The second is if an invoice is not paid within our payment window. If your subscription is expired due to failure to pay an invoice, the invoice in question will remain open in a past-due state on the account. Past-due invoices do not close until they are paid in full and we will attempt to collect payment whenever possible. Any past-due invoices that we have collected payment for are non-refundable.

If you want to resubscribe to Syncro, you will be required to pay for any past-due invoices(s) first. Our system will automatically attempt to collect payment for the past-due invoice(s) once you've entered a new form of payment. You will be able to select a new plan and pay for a new subscription if we are successful in collecting payment for all past-due invoices. This new plan and new subscription and you will start a new billing cycle.

If your subscription expires due to failure to pay an invoice and you choose to resubscribe to Syncro, the following will happen: our system will automatically attempt to collect payment on any past-due invoices in the order of oldest to newest. You can then select a new subscription to start. You will be invoiced for this new subscription immediately and a new billing cycle will be started for your subscription.

If you see that you are charged multiple times after resubscribing to Syncro, it is from our system automatically collecting payment for past-due invoices that are owed to us.

Work with Recurring Tickets

2024-10-03T17:00:26Z

Recurring tickets allow you to automatically generate Tickets on a schedule you specify, such as the first Friday of each month. This ticket creation feature is useful for repetitive, maintenance-type tasks such as:

Backup verification
Maintenance Audits (monthly/quarterly/annual/semi-annual)
Licensing Audits
Physical Cleanings
Compliance Updates
Certificate Expirations
Domain Expirations
Budget-time Tickets (October-EOY budgeting)

This document describes how to create, edit, and delete recurring tickets. You can read on, or watch this short video to learn more.

Note: Recurring tickets run at 5 a.m. PST each day, or 6 a.m. PT during daylight savings.

Prerequisites

The "Enable Recurring Tickets" box in your Ticket Settings must be checked to use this feature.

Use the Recurring Tickets Page

To create a new recurring ticket from the Recurring Tickets page, follow these steps:

Navigate to Admin > Tickets - Recurring Tickets. Syncro displays the Recurring Tickets page.
Click New Recurring Ticket.
Start to type a Customer's name and select the Customer you want. Then click Create Recurring Ticket. Syncro displays the Create Recurring Ticket page.
In the Recurring Schedule section, specify a Name, Frequency, and date to Run Next At. Optionally, check one or both boxes to “Email Customer the Initial Issue” and/or “Pause This Recurring Ticket.”

Name: A name for the recurring ticket schedule you'll recognize later.
Frequency: How often the recurring ticket will be created.
Run Next At: The next date the recurring ticket will be created and will start its Frequency cycle from.
Email Customer the Initial Issue: Check this box to send the customer an email containing the Complete Issue Description.
Pause This Recurring Ticket: Pauses the recurring ticket from running until re-enabled.

Note: The Custom Field section will display fields for the Custom Field Type currently selected from the dropdown of the same name in the Ticket Detail section. The default for that dropdown is blank (which means the section may appear empty until you make a selection there.)

In the Ticket Detail section, specify values for the ticket to be created according to your schedule. In the bottom section, you can select any Ticket Worksheets or assets available for the Customer from their respective dropdown menus.

Ticket Subject: Subject for all the recurring tickets that are created.
Issue Type: Select the type of issue the tickets created will be.
Priority: Optionally, set the priority for all the tickets created. (The default is “2 - Normal”.)
Complete Issue Description: Optionally, enter a description of the issue for the tickets that are created.
Tech: Select a user/technician to be assigned to the recurring tickets.
Assigned Contact: Optionally, select a customer Contact for the recurring tickets.
Assigned Address: Select an address if there are multiple addresses for the customer.
Additional Emails to Notify for Comments: Enter any additional email addresses to receive updates on ticket communications/comments.
Custom Field Type: If the ticket has a Custom Field Type, select the type and the custom fields will display in the “Custom Fields” section on the left of the screen.
Ticket Tags: Optionally, add any tags you'd like to apply when Syncro generates the recurring ticket.
Assign Worksheet: If available, allows you to add one or multiple Worksheets to the recurring ticket.
Link Assets: If available, allows you to choose one or multiple assets to link to the recurring ticket.

Click Create Ticket Recurring Schedule. Syncro displays your recurring ticket in the table on the Recurring Tickets page:

Create Recurrence From an Existing Ticket

To create a new recurring ticket from an existing ticket, follow these steps:

Navigate to the Tickets tab/module and select the ticket you want to start from. Syncro displays the About the Ticket Details Page.
From the Actions button menu, select “Make Recurring:”

Syncro displays the Add/Modify Recurring Schedule pop-up window:
Enter a Name for the recurring ticket you'll recognize later, select the Frequency for the recurring ticket, and a date for the recurring ticket to Next Run At. Optionally, check the “Email Customer the Initial Issue” box.
Click Create Recurring Ticket Schedule, then click OK to navigate to the edit screen.

Edit or Delete a Recurring Ticket

To edit or delete a recurring ticket, follow these steps:

Navigate to Admin > Tickets - Recurring Tickets. Syncro displays the Recurring Tickets page.
To edit a recurring ticket, click its corresponding Edit (pencil) icon. Syncro displays the Edit Recurring Ticket page where you can make any desired changes.
To delete a recurring ticket, click its corresponding Delete (red x) icon, then click OK. Syncro removes your recurring ticket from the table.

Tips:

Click Run Now to manually run the ticket. The Run Next At field will adjust accordingly.
Instead of deleting a recurring ticket, check the “Pause This Recurring Ticket” box instead. This way, the recurring ticket will still be available for future use:
You can also click Delete in the upper right corner of the Edit Recurring Ticket page to delete it.

View Recurring Tickets

Administrators can view all recurring tickets under Admin > Tickets - Recurring Tickets.

Non-admin users can navigate to the Tickets tab/module, then select “Recurring Tickets” from the View button menu:

Both of these options display the Recurring Tickets page, which is a list of recurring tickets across all customers, along with sortable headers for Frequency, Customer, and Next Run At:

Admins are able to view recurring tickets across all techs; non-Admins will see their own recurring tickets.

Tip: If a recurring ticket was created from an existing template, the Template Ticket # column links to the original ticket.

Bulk Edit Recurring Tickets

To bulk edit recurring tickets, follow these steps:

Select one or more checkboxes in the table on the Recurring Tickets page. (Check the header box to quickly select all recurring tickets.) Syncro displays a Bulk Edit button.
Click Bulk Edit. Syncro displays the Bulk Action Recurring Tickets pop-up window:

Tip: At the top, you'll see how many recurring tickets you are affecting.
Use the dropdown menus to make desired changes, or click Delete to delete the selected recurring tickets. Leaving a field blank means no change will be made to the value in your recurring tickets.
Click Save.

Security Settings for Recurring Tickets

There are security permissions that Global Admins can specify to allow Syncro Users access to recurring tickets.

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
Scroll to the Recurring Tickets section, then check either the header box to allow all actions, or individual boxes as desired.
Click Update Group to save your changes.
Then, make sure any desired Syncro Users are in that security group!

Create Tickets From the System Tray With Agent Contact Forms

2024-07-18T15:22:35Z

Agent Contact Forms are forms your customers can use to contact you, directly from the system tray. They are one of the many Policy Modules available in Syncro.

You can use Agent Contact Forms to create more automation within your business, and make communication with your customers easier.

You can create different forms for specific scenarios applicable to your business. For example, you could create one form for customers to use only in “emergency” situations, and another for a “normal” Ticket creation or during “weekend” hours. You can even use different logos in each form to make things clearer for your customers.

The power of this feature is evident in the Ticket automation aspect. When a customer submits the form, Syncro can automatically generate a Ticket in your account. Depending on the Ticket settings you chose to enable within the Contact Form Policy, you can then trigger Ticket Automations based on the Ticket issue type or various custom fields.

Create an Agent Contact Form

Note: This is a one-time set up of a customized Agent Contact Form that you can use with all your Customers.

You can read on, or watch this short video to learn more:

To set up the Agent Contact Form, follow these steps:

Navigate to the Policies tab/module.
From the “Policy Modules” dropdown menu in the upper right, select “Agent Contact Forms." The Contact Form Policies table displays.
Tip: Syncro provides the “Example Agent Contact Form” to help you learn what may be helpful to put into a form.
Click +New Contact Form Policy. The New Contact Form Policy page displays.
In the CONTACT FORM SETTINGS section, complete the fields on the page, including the various pieces of text that make up the Contact Form your customers will see:

Tip: If you uncheck the "Use Account Logo" box, you can enter a URL to a different JPG or PNG image.
In the FORM FIELDS SETTINGS section, mark any fields you’d like to make required.
In the ERROR MESSAGE SETTINGS section, help customers take the next step by providing information about what they should do if the form does not submit properly.
In the GENERATED TICKET SETTINGS section, specify how the Ticket gets created in your Syncro account when this Agent Contact Form is submitted. You can preset the Assignee, Issue Type, and Custom Field Type, if desired.
Click Save Contact Form Policy.

Use the Form Within the System Tray

To use an Agent Contact Form within the system tray, read on, or watch this short video to learn more:

Navigate to the Policies tab/module.
Click the hyperlinked Name of the Asset RMM Policy you want to use with the Agent Contact Form to edit it.
Click the “System Tray” Policy Category on the left side:
Use the "Add a System Tray Option" dropdown to select “System Tray Section.”
Uncheck the “Hide System Tray” box, then click +Add.
Use the “Menu Type” dropdown to select “Agent Contact Form.”
Enter a customer-facing name in the “Menu Title” field.
Use the “Contact Form Policy” dropdown menu to select from the available Agent Contact Forms.
If desired, click +Add and repeat steps 6-8 to add multiple forms that serve different purposes to the same policy.
Click Save.

Customers will see the form(s) you create this way in their system tray:

When Customers select one, it looks something like this:

Customers are also given the option to attach a screenshot to form via the “Include an Image of My Screen” checkbox.

About Pre-populated Customer And/or Contact Information

When you've completed the steps described in this document, any Tickets Syncro creates are automatically associated with the Customer for the Asset (or the Contact if one is associated with the Asset).

If a Contact is associated with the Asset, the Contact’s information is auto-populated on the Agent Contact Form. If the Contact decides to edit this information, the information they submit will be attached as a Private Note on the Ticket so your team knows what was entered, without overriding the existing information.

If there is no Contact associated with the Asset, whatever contact information the user provides on the Agent Contact Form will be attached to the Ticket in the form of a Private Note.

Edit, Clone, or Delete an Agent Contact Form

To edit, clone, or delete an existing Agent Contact Form, follow these steps:

Navigate to the Policies tab/module.
From the “Policy Modules” dropdown menu in the upper right, select “Agent Contact Forms." The Contact Form Policies table displays.
Click the ellipsis icon to select your desired action:

Edit: Displays the Agent Contact Form in edit mode. (Same as clicking the hyperlinked Name from the Contact Form Policies table.) Be sure to click Update Contact Form Policy after making your changes.
Clone: Creates a copy of the Agent Contact Form. Be sure to give your copy a more meaningful name. Be sure to click Update Contact Form Policy after making your changes.
Delete: Deletes the Agent Contact Form after you click OK to confirm.
Note: Be sure to update your policies prior to deleting the agent contact form.

Database Exports

2025-06-27T19:52:09Z

The Database Exports integration allows you to export your data from Syncro into external databases for further analysis, reporting, or integration with other systems. With this integration, you can generate database exports of various Syncro objects, such as Organizations, Tickets, Invoices, Products, and more.

By exporting your data to an external database, you gain the following benefits:

Data Manipulation: Manipulate the exported data in other systems, such as Power BI or Excel to extract valuable insights and make data-informed decisions.
Data Backup and Control: Exporting data provides peace of mind; you know your data is backed up securely within your control, reducing the risk of data loss and providing an additional layer of protection for your business.
Customized Reporting: You can connect with the business intelligence tool of your choice. Create custom charts, graphs, and reports tailored to your needs. Whether you prefer Power BI, Tableau, Looker, or another tool, you have the freedom to choose how to visualize and analyze your Syncro data. This provides deep insights and a better understanding of business operations.

Prerequisites

Team Plan: The Database Exports integration is available to users on Syncro's Team Plan. Currently, it is not offered as a standalone integration and can only be accessed through the Team Plan subscription.

Choose a Database or File Storage Connector: The Database Exports integration supports the following database connectors that already exist in Hotglue:

Database Connectors are traditional databases. Tables are made for each object in Syncro, and rows added on each sync:
- MySQL
- PostgreSQL
In addition to the database connectors, you can also export a CSV file for each table. The files are named simply as .csv. You'll need to set up version control in the settings of your chosen storage method to prevent overwriting. The options for File Storage Connectors are:
- Amazon S3
- Azure Blob Storage
- SFTP

IMPORTANT: Syncro does not control the data stored in external databases. You are responsible for ensuring the security of your own database and implementing appropriate measures to protect your data.

Generate a Syncro API Key: Navigate to Admin > API - API Tokens and generate a Syncro API key you'll need to set up this integration. You'll need the following Required API Key Permissions:

Assets - View Details
Assets - List/Search
Appointments - View All
Customers - List/Search
Customers - View Details
Contracts - List/Search
Invoices - List/Search
Invoices - View Details
Leads - List/Search
Line Item - View Cost

Marketr - View Campaigns
Parts Orders - List/Search
Parts Orders - View
Payments - View List
Pending Orders - View All
Products - List/Search
Purchase Orders - List/Search
Purchase Orders - View Details
Recurring Invoices - List
Reports - View

RMM Alerts - List
Tickets - List/Search
Tickets - View Details
Ticket Timers - Overview
Timelogs - Manage
Vendors - List
Vendors - View Details
Warranties - List
Warranties - View Details

See API Tokens for more information.

How it Works

The Database Exports integration utilizes our API to sync data to tables in an external database on a regular basis. You can select your preferred sync cadence from the following options:

Monthly: Data is synced once a month, providing with up-to-date information for analysis and reporting.
Weekly: Data is synced once a week, allowing you to maintain a timely snapshot of your operations.
Daily: Data is synced daily, ensuring daily insights.

Set Up

To access the Database Exports integration, follow these steps:

Navigate to Admin > Integrations - App Center.
Type “Database Exports” in the search, or click the “Other” category to locate the Database Exports app card.
Click the card to begin the set up.

Here you'll find two steps:

Add a Syncro API Key: Click the Configure button to open a pop-up where you will enter your subdomain and Syncro API key you generated in Prerequisites. Select the database you want to use, then configure your Syncro data exports settings and synchronization preferences.
Add Database Credentials. Click the button to select and connect to the desired external database connector, such as AWS Redshift, Amazon Firestore, MySQL, PostgreSQL, or SFTP.

Note: You’ll need to allowlist the following IP addresses on your database for the database exports to function: 3.227.99.15 and 34.228.139.29. See Syncro Exceptions and Allowlists for more information.

Troubleshooting

Common issues with this integration include the following:

The database does not have the correct networking permissions, so Syncro cannot access the database over the internet.
You must type “public” and “table-name_pkey” for the Postgres integration in the widget.

Additional Resources

The following videos are available:

Import or Export Existing End Users

2024-04-04T11:43:16Z

End Users are the specific people who are part of an Organization you're supporting.

You can import a list of existing End Users, or manually create new End Users.

You can also export End Users from Syncro into a CSV file for other purposes, including mass updates of your data.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Prerequisites

Check these prerequisites to ensure a smooth import experience:

You cannot have End Users without at least one Organization. Therefore, at least one Organization is required for the End User import/export process. See About the CSV Template for information about how to find your Organizations' IDs.
At least one field is required to create an End User (you're free to choose which one).

About the CSV Template

Syncro provides a CSV template you should use to import and/or export your End Users.

IMPORTANT: Syncro will never put formulas in spreadsheets. If you get a warning about a formula or running code in a CSV/Spreadsheet always click NO, Do Not Run.

The first row of the CSV template file contains the names of the columns, which include:

customer_id, contact_id, name, title, email, phone, extension, mobile, address1, address2, city, state, zip, notes, direct_report, ticket_matching_emails, notification_billing, notification_marketing, notification_reports, vendor_id,Microsoft_Licenses, Microsoft_MFAStatus, Microsoft_LastActivity, Microsoft_UserPrincipalName, Microsoft_MFAMethods, custom_fields

At least one of the above fields must be filled out for an End User to be created. It is possible to create End Users that contain just a name or just an email address. It is highly recommended to double-check your data for accuracy before importing.

Notes:

You cannot have End Users without at least one Organization. Find the value for a customer_id field in the Organization’s Details Page’s URL:
The Name field includes both first and last names for your End User.
If you’re adding a new End User, leave the contact_id field blank. Syncro creates this value automatically.

Existing Organizations & End Users

If any Organizations and/or End Users already exist in Syncro, selecting “Import” will first trigger an export. (This is so you get an accurate template.) You can then modify the CSV file as desired.

You cannot have End Users without at least one Organization. If no Organizations and/or End Users exist yet in Syncro, see Import Existing Organizations.

Making Bulk Updates

If you are attempting a bulk update, export your existing End Users to CSV first, then make your changes and re-import.

As long you do not make changes to the provided customer_id and contact_id fields, you will update the existing End Users without creating duplicates.

Importing End Users From More Than One Organization

You can use the one CSV template to import End Users for multiple Organizations. Simply specify different values in the customer_id column:

Import End Users from a CSV File

To import your existing End Users from a CSV file, follow these steps:

Navigate to the Organizations tab. Any existing Organizations appear in the table.
Click the hyperlinked name of a Customer Organization to open its Details Page.
Select the "End Users" subtab. Any existing End Users appear in the list/table.
From the CSV dropdown menu in the upper right corner of the table, select “Import.”
Click the Template button to download the official Syncro CSV template:


If you have existing End Users, the File Downloads Page displays and the CSV you’ll use to import End Users appears in the table:

Click the link to download the CSV template. This import template may have one of your End Users listed in row 2 as an example.

Fill in the spreadsheet with information about your End Users and save it.
Note: If you haven’t already, you may want to review the Prerequisites.
Return to the Contacts Import page in Syncro and click Choose File. Select your revised CSV file, then click Import:

The End Users subtab displays with your new End Users in the table.

Troubleshooting Import Issues

If no additional End Users appear after you initiate the import and the Import Results page shows 0 rows in the file you imported, it's likely your CSV columns are formatted incorrectly, so Syncro didn't detect any data.

Start the End Users import process again with a fresh CSV template. Be sure you don't edit any of the columns when you add your data, then re-attempt the import.

Tip: You can view the details of your import results under Admin > Reports > Import Results.

Exporting End Users from Syncro

Note: The file name for exported End Users is something like accountid_year_month_day_hh_mm_ss.csv. Or, if one exists, the file may begin with the Business Name.

To export your existing End Users from Syncro to a CSV file, follow these steps:

Navigate to the Organizations tab. Any existing Organizations appear in the table.
Click the hyperlinked name of a Customer Organization to open its Details Page.
Select the "End Users" subtab. Any existing End Users appear in the table.
From the CSV dropdown in the upper right corner of the table, select “Export.” Syncro displays the File Downloads page.
Refresh the page to get your exported file.
Click the appropriate link to download the CSV template prepopulated with your End Users.
Alternatively, you can get the export by following these steps:
- Navigate to Reports.
- In the Customers section, click “Contact Export”:
  
  Syncro displays the File Downloads page.
- Click the appropriate link to download the CSV template prepopulated with your End Users.

Tips:

You can import the exported CSV back into the same Syncro site later. This could be helpful for making mass updates.
The contact_id field determines if duplicates are created or not. If the value is blank, another End User will be created. This is why exporting first is so important, since the export will contain the contact_id. Syncro will recognize the contact_id and update the existing End User with that ID instead of creating a new one.
You can also import your End Users into a different RepairShopr or Syncro site.

Set Up Your Syncro Account

2024-05-13T18:52:27Z

Your Syncro Account contains your business profile information.

By default, the information that shows here (and externally to your clients) matches what you entered when you first created your account. However, you can edit the information and add in more details, such as your business logo and brand color.

You can read on, or watch this short video to learn more:

Set Up Your Account

To update your Syncro Account, follow these steps:

Navigate to Admin > Syncro Administration - Account Settings. The Account Settings page displays:
Verify or edit your Business Name.
Optionally, update your subdomain. (This was initially generated based on the subdomain you specified when creating a trial.) This subdomain appears in your browser as [subdomain].syncromsp.com.
IMPORTANT: If you change this, it will break any existing URLs that link to your Syncro site, so make sure you notify others who may link to it.
In the Contact section, verify or update your Email, Phone, Website, and Address. For IT Departments, the Email should be for your IT Operations manager (or similar person). Syncro account-level notifications are sent to this email address.
Note: These details correspond to tags you can use in your PDF/Email Templates:

{account_street}}
{{account_city}}, {{account_state}} {{account_zip}}
{{account_phone}}
{{account_website}}
{{account_email}}

Click Save Changes.

Add Your Branding

Your business logo may appear on Tickets, Invoices, Emails (via Templates), in the End User Portal, and on the Agent Contact Form (all external communication options in Syncro).

Note: Your brand color will be used as the primary accent color in the End User Portal. Syncro recommend you adjust this color to match your business logo.

To add or update your branding (including your logo and brand colors) in Syncro, follow these steps:

Navigate to Admin > Syncro Administration - Account Profile. The Account Settings page displays.
Scroll to the Branding section:

If you want to use the new UI for your End User Portal, click the toggle to enable it. When enabled, all Organizations and their End Users will see the new UI. You can toggle this setting at anytime. If desired, you can leave this setting disabled and turn it on for individual Organizations when you create or edit them.
Click in the Logo area to upload a new image, or drag and drop an image file there. Files must be in .jpg, .jpeg, or .png format with a max size of 20 MB. You can crop the logo to display the area you'd like:

Click in the Brand Color field to select a color using the color picker. Alternatively, enter a specific hex code or toggle to select a color by RGB or HSL:

Tip: Syncro stores the last few colors you selected at the bottom, so you can find the best color.

If you do NOT want your logo to display in the End User Portal, uncheck the “Show Logo in Portal” box. (This box is checked by default for new Syncro accounts.)
If you do NOT want your business name to display in the End User Portal, uncheck the “Show Business Name in Portal” box. (This box is checked by default for new Syncro accounts.)
Click Save Changes.

Manage Your Syncro Subscription

You can manage your Syncro plan at any time.

Move from Trial to Paid Subscription

Navigate to Admin > Syncro Administration - Account Settings. The Account Settings page displays:
Click Update Plan to see the available subscription options.
Select either the “Core Plan” or “Team Plan” subtab to view pricing information.
Tip: Scroll down the page to see the Core vs. Team Plan features comparison.
Click Select Plan for the option you'd like.
Click Confirm to continue.
Enter your payment information and agree to the terms.
Click Subscribe.

Change or Cancel Subscription

Navigate to Admin > Syncro Administration - Account Settings. The Account Settings page displays your existing subscription information:
To change your subscription (e.g., upgrade from Core to Team, change from a Monthly to an Annual subscription, etc.):
1. Click Upgrade Plan to see the available subscription options.
2. Click Select Plan for the option you'd like.
3. Click Confirm to continue. You'll see a success message.
Alternatively click the “Cancel Plan” link to cancel. Payments remain active through the end of your current term, but your subscription will not automatically renew. (See also Cancel Your Subscription.)

Update Your Payment Method

To change your primary form of payment, your billing contact, and/or billing email currently on file, follow these steps:

Navigate to Admin > Syncro Administration - Account Settings. The Account Settings page displays your existing subscription information:
Click Manage, then select “Payment Method.”
Update your Contact and/or Billing information.
When you're finished, click Update.

Tips:

This can be helpful for setting up an accountant separate from a Syncro user.
To view any open subscription balances with Syncro, and view/download subscription invoices we have on file, select “View Invoices”:

See also: Get Syncro Account Invoices.

Configure Syncro to Focus on RMM

If you're an MSP or IT Department who doesn't have a need for the Professional Services Automation (PSA) features related to billing and invoicing, you can remove them so you have a simplified, RMM-focused experience.

If you sign up for your Syncro trial and select “IT Department” as your Business Type, Syncro automatically configures your account to focus on RMM. There's nothing more you need to do when you convert to a paid subscription.

If you're an MSP and/or you're already on a subscription, you can toggle the “Disable Billing and Invoicing for this Account” to the On position:

This causes Syncro to hide PSA modules/features such as Invoices, Estimates, Payments, and their corresponding settings under Administration. If and when you toggle the “Disable Billing and Invoicing for this Account” switch Off again, Syncro will once again show these PSA modules and settings.

Information related to these features is also removed from the Organizations and Tickets areas, streamlining your Syncro experience so you can focus on the work you care about most. See Full Differences List for details.

IMPORTANT: Please do not switch the “Disable Billing and Invoicing for this Account” toggle On if your organization uses Syncro's invoicing and/or billing features. However, if you do this and have recurring invoices, your invoices will continue to be sent.

Full Differences List

When the “Disable Billing and Invoicing for this Account” toggle is in the On position, you'll see the following differences in your Syncro account:

Your initial landing page is the Assets & RMM tab/module (instead of Organizations).
Tickets tab/module:
- Info sidebar excludes Billing Status
- Action bar excludes Add/View Charges, Make Invoice buttons
- New button excludes: Estimate, Policies, Scripts, Organizations
Organizations tab/module:
- Overview panel excludes: Balances and references to invoicing
- Details page excludes: Estimates, Invoices, Contracts, Payments, Purchases
- New button excludes: Invoice, Estimate, Payment, Customer Purchase, Store Credit, Recurring Invoice
Administration tab/module: excludes sections for Invoices, Estimates, and POS.
Reports tab/module: excludes the entire Sales, Invoice, Profit & Loss, Payments, Tax, and Warranties sections, along with the following individual reports:
- Open Balances by Organization
- Credit Balances by Organization
- Opt-Outs by Organization
- Referrals
- Purchases by Organization
- Prepay Hours Balance by Organization
- Splashtop Billable Usage by Organization
- Pending Ticket Charges
- Tickets Without Charges
- Consumables Usage

Troubleshooting Your QuickBooks Integration

2024-11-24T16:30:15Z

In addition to the QuickBooks API Errors page, this document describes common issues with QuickBooks integrations so you can solve them quickly.

Note: Any error messages you see in Syncro regarding the QuickBooks integration comes directly from QuickBooks.

Initial Set Up of QuickBooks Online

If you accidentally select QuickBooks Desktop but meant to select the QuickBooks Online button, click the Disconnect QuickBooks button to undo that and start over.

If the authorization does not work during your attempt to Set Up QuickBooks Online (QBO), please contact Intuit to fix your Intuit ID.

If payments do not sync after entering your account, the account name is probably incorrect. Revisit step 4 of the QuickBooks Settings Wizard, or change it using the QuickBooks Settings page.

If your purchase orders aren’t syncing, the AP Account name is probably incorrect. Revisit step 5 of the QuickBooks Settings Wizard, or change it using the QuickBooks Settings page.

Additionally, when a Purchase Order (PO) syncs with QuickBooks, you must create the bill and pay it in QuickBooks to receive the items in your inventory. Then you can return and receive the items inside Syncro. If you receive the items in Syncro first, it will close out the PO, so you’ll need to re-open it again to bill it. It is easy to miss a closed PO, so be sure to bill it and receive it in QuickBooks before closing it in Syncro to avoid discrepancies in your AP account and inventory.

General Things to Note

Sync Times on Heavy Invoicing Days

The last day of the month and the first of the month are heavy invoicing days for QuickBooks. Because of this, invoices generated on those days of the month can take a full day to sync over.

Tax Rate Inheritance

Tax rates on line items in Syncro will override all other tax rates unless the customer is tax exempt. If a line item has not been assigned a specific tax rate, it will inherit the tax rate from the invoice.

Differences Between Syncro vs. QuickBooks

Tax Rates

If automatic sales tax calculations are enabled in your QuickBooks Online account, you may see a difference in tax amounts between Syncro and QuickBooks Online. Syncro is still sending over the amount calculated based on the tax rate added in Syncro, however, that rate is being overridden by the automatic tax calculation in QuickBooks Online. This is a setting on the QuickBooks Online end that is often set up when a new QuickBooks account is created.

Our team is aware of the inconvenience this causes, as the invoice has to be manually edited in QuickBooks Online to correct the tax. We are investigating potential solutions. In the meantime, to prevent needing to manually edit QuickBooks Online invoices, we ask that you reach out to Intuit to disable the automatic sales tax calculation feature so that Syncro tax rates are preserved in QuickBooks Online.

See also: Map Tax Rates.

Invoice Amounts

This happens because QuickBooks rounds to the nearest penny for every line item and then calculates the total, while Syncro calculates the full total of every line item, adds them all up, and then rounds the total at the very end. This often results in a $.01 - $.02 difference in the total sum on invoices. To fix this, QuickBooks may automatically adjust your invoice by $.01. Otherwise, you'll need to manually adjust the invoice in QuickBooks.

Stale Object Errors (Force Update)

Stale object errors are generated in QuickBooks and appear in Syncro when the systems detect there is a difference between an invoice in QuickBooks and Syncro. To fix this, you click Force Update in the error box to push the data from Syncro to QuickBooks. This button is not only safe to push, but we encourage pushing the data from Syncro to QuickBooks to ensure both invoices match.

Business Validation Error

If you see the QuickBooks error: “A business validation error has occurred while processing your request: Business Validation Error: Tax Exemption Reason should be specified in case customer is marked as not taxable,” edit the Organization's settings.

Mark them as tax exempt, and select an exemption reason from the QuickBooks Tax Exempt Reason dropdown:

If you do not see this field, reach out to Support.

Note: The exemption reasons listed are those created by QuickBooks and cannot be updated in Syncro.

Wrong Customers Mapped / Issues Mapping Customers

QuickBooks Online uses the First Name, Last Name, Business name, Email address, and address fields both to map customers to the proper profile and to map invoices to the proper customer. For your invoices to match to the correct customers when they sync to QuickBooks, all of these fields should be unique, especially customer email addresses. If multiple customers in Syncro and/or QuickBooks share this information, it is more likely that QuickBooks will match an invoice to the wrong customer.

Additionally, Syncro and QuickBooks are very picky when searching for a customer on the Re-map page; the spelling, spacing, and capitalization all need to be exact to find the right match.

Failed Invoice Or Payment

If an invoice or payment fails, you'll see a red error appear on the Invoice or Payment page with a message. This will often describe the error and give you first steps on what to look for. We have a document for QuickBooks API Errors.

See also: QuickBooks API Errors.

Failed Sync

If a sync fails, navigate to the Invoice and select “Re-Sync to QuickBooks” from the Actions button menu. Wait a minute to see if the invoice/payment goes through.

Additionally, Syncro displays an error message on the page that comes directly from QuickBooks. You can then work to remediate the cause and try syncing again.

Wrong Person Displays on Invoice / Invoice Won't Sync

Note: In some cases you may also receive an “Incorrect or Missing QB ID Error.”

These circumstances indicate that the Syncro Organization is not mapped to the corresponding customer inside QuickBooks and needs to be remapped. To clear this error and remap the customer, follow these steps:

Navigate to the Organization's Details Page.
In the upper right, click on the book icon and select “View QB:”

A page displays information for the Syncro customer Organization and its QuickBooks counterpart. If there is no QuickBooks ID for the customer, it will show as NOT FOUND:
In the upper right, click Re-Map. This brings you to the Manually Map QuickBooks Customer page.
If needed, on the right, search for the correct customer. This is a search of QuickBooks Online that we present in Syncro. The names MUST be an exact match for their system to locate the customer. (Every space, punctuation, and upper/lower case matters!)
In the search results that appear at the bottom, click the “Map to This” link.
IMPORTANT: Seriously use CAUTION here. If you aren't careful you can link customers to the wrong person, so if you are uncertain, contact Support.
Navigate back to the invoice that won't sync.
In the upper right, click Actions > Re-Sync to QuickBooks and you should be good to go!
Note: This will remap the customer, but remapping the customer does not auto-assign an invoice to them. If an invoice had been synced to the incorrect customer, will have to resync it as described in Failed Sync.

Organization Fields Reference

2025-02-21T16:47:49Z

The table in this document describes the Syncro-provided fields you'll find on the Create and Edit pages for Organizations.

Notes:

Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.
We cannot describe any Custom Fields you create for Organizations.

The Basic Info Section

Field Name	Description	Defaults/Notes
Organization Name*	Name of the company, business, department, or other organization whom you're supporting.	This is the only Syncro-required field for a new Organization. Tip: You can make additional fields required for new Organizations. Navigate to Admin > Customers - Preferences, then select one or more fields in the “Optionally, Require These Fields When Creating a Customer.” The Organization Name you enter here appears in the Organizations table and at the top of the Organization's Details Page.
First Name	First Name of an individual at the Organization.	It's best to leave First/Last Name fields for Organizations empty and enter them for End Users instead. See Best Practices.
Last Name	Last Name of an individual at the Organization.	It's best to leave First/Last Name fields for Organizations empty and enter them for End Users instead. See Best Practices.
Email	Email address for the Organization.	IMPORTANT: The email address you associate with a Organization during the creation process becomes their unique identifier within Syncro. It's specifically important for imports/exports and accounting integrations. See Best Practices. Displays in the Information section on the Organization's Details Page.
Phone	Phone number for the Organization.	Displays in the Information section on the Organization's Details Page. Click +Add New Number to add multiple phone numbers (e.g., for mobile, office, etc.)
Address Lines 1 & 2	Address for the Organization.	Use Address Line 2 for Suite numbers, etc. Displays in the Information section on the Organization's Details Page.
City	City of the Organization.
State/Country	State or Country of the Organization.
Zip/Postal Code	Zip or Postal Code of the Organization.	Click +Add Another Site/Address to add multiple locations for this Organization. You'll be able to assign the new Site/Address a Type (Bill To, Ship To, or Physical), supply a Name/Description, and add Address Lines 1 & 2, City, State/Country, and Zip/Postal Code for each one.
Referred By	Select from the Syncro-provided list: Customer, Google, Sign, Friend, or Other.	Displays in the Information section on the Organization's Details Page and shows up in the Referrals report (Admin > Reports > Customers - Referrals). Tip: You can create additional options for Referred By. Navigate to Admin > Customers - Preferences, then enter a value in the “Additional Referred By Items” box. Press Enter to enter multiple choices.

The Organization Settings Section

Field Name	Description	Defaults/Notes
Credit	Displays any Store Credit this Organization has on file in the Payments section of its Details Page.	This field (and the +Add Store Credit button) only appear after a Organization exists.
Tax Rate	The sales Tax Rate to charge the Organization.	If this field is empty, Syncro uses the default tax rate as a fallback. Tip: Locate tax rates under Admin > Invoices - Tax Rates. (The default rate is always the first one in the table.)
Tax Free	When checked, any billables for this Organization will not be taxed.
QuickBooks Tax Exemption Reason	Dropdown menu that allows you to select from a list of reasons for tax exemptions (e.g. charitable organization).	This field only appears if you have Set Up QuickBooks Online (QBO).
Enable Portal User	When checked, the Organization must use a password to access the End User Portal.	IMPORTANT: See Best Practices. If an Email is present, the Organization will receive an invitation to access their Portal. If no Email is present, you can set up a Portal account manually using the Portal Login Override fields.
Portal Group	Select the Security Group you want this Organization to belong to for End User Portal Access.	Displays only when the Enable Portal User box is checked. Find Security Groups for the End User Portal under Admin > Customers - Portal User Permission Groups. See also: Work with Portal Users & Permission Groups.
Require MFA	When checked, this Organization's End User Portal will require Multi-Factor Authentication (MFA).	Displays only when Enable Portal User box is checked.
Portal Login Override	Type the username this Organization will use to log into their Portal.	Displays only when the Enable Portal User box is checked.
Portal User Password / Password Confirmation	Type the password this Organization will use to log into their Portal.	Displays only when the Enable Portal User box is checked.
Use New Portal UI	When checked, Syncro uses the redesigned Portal UI for all Portal Users associated with this Organization.	This field only appears if you do NOT have the “Enable New Portal UI for All Customers” setting enabled in your Syncro Account Profile. You can change this setting at any time. Notes: If the account-wide setting is enabled then disabled, this action will reset (un-check) this box for all Organizations that had this setting enabled. This per-Organization setting is available whenever the account-wide setting is disabled.
Syncro Tenant	During initial creation, choose an existing top-level/parent Organization, or leave this field blank to create one automatically. During edits to Organization, you must choose from the list.	Displays in the Information section on the Organization's Details Page. See also: Manage Syncro Tenants.
Tags	A label attached to the Organization for the purpose of identification or to capture other information.	Type the name of a new Tag and press Enter to add it to the list. Or, select from previously-entered tags using the drop-down menu, where you can see Recent and All tags. Tags you create can be used across Organizations and are potentially useful for automations and saved searches. See also: Organization & End User Tags.
Enable Remote Access	When checked, this Organization can remotely access Assets you specify by Policy via their Portal.	Requires you to enter an Email and check the Enable Portal User and Require MFA boxes. End-user remote access carries an additional monthly charge. See also: Remotely Access a Machine.
QuickBooks Online Payments Enable Credit Card Payments Enable ACH Payments (Bank Transfer)	When checked, allows you to collect credit card and/or ACH payments for Syncro invoices via the QuickBooks Online portal.	This section only appears if you have Set Up QuickBooks Online (QBO).
Security Groups	Scopes the Organization's information to a specific Security Group.	This is relevant if you're using Multiple Customer Permissions under Admin > Syncro Administration - Security Groups.
Enable Credit Card Payments	Enables Credit Card Payments on Invoices created in QuickBooks online.	Appears in a QuickBooks Online Payments section only when using the QuickBooks accounting integration. See also: Set Up QuickBooks Online (QBO).
Enable ACH Payments (Bank Transfer)	Enables ACH Payments on Invoices created in QuickBooks online.	Appears in a QuickBooks Online Payments section only when using the QuickBooks accounting integration. See also: Set Up QuickBooks Online (QBO).

The Communication Settings Section

Field Name	Description	Defaults/Notes
SMS Service Enabled	When checked, the Organization can receive text messages on their Mobile number.	If you have the “Turn On SMS By Default” box in Admin > Customers - Preferences checked, this box appears checked by default.
Receive Billing \| Marketing \| Report Emails	When checked, the Organization will receive emails of these types.	Marketing emails are generated using the Mailer. Report emails are sent by the Report Scheduler.
No Email of Any Kind (Includes Contacts/End Users)	When checked, no emails will be sent to this Organization (or any End Users associated with this Organization).	See also: Work with End Users, Disable Sending Email to a Organization.
Additional Notification Email Addresses	Any addresses you’d like copied on emails related to this Organization (comma-separated list). This includes emails related to billing, Invoices, Tickets, etc.	For example, If the business owner’s email is on a company domain but they also want to copy a Gmail address. IMPORTANT: Use with caution as this can generate lots of emails.
Additional Invoice CC Email Addresses	Any email addresses you’d like copied specifically on Invoices sent to this Organization (comma-separated list).	See also: Create an Invoice.
Additional Ticket Matching Email Addresses	Any email address to attach to this Organization when Tickets are emailed in, in addition to the main Organization and End User Email (comma-separated list).	See also: Automatically Create Tickets from Inbound Emails.
Billing \| Marketing \| Support Outbound Box	If you don't want to use the outbound mailboxes configured at the Syncro account-level, select Organization-level overrides using these fields.	See also: Configure a Custom-branded Email/Mailbox and Configure Outbound Email Categories.

The Template and Billing Settings

Field Name	Description	Defaults/Notes
Default Estimate \| Ticket \| Invoice Templates	The templates you’d like Syncro to use for Estimates, Tickets, and/or Invoices sent to this Organization.	Find templates under Admin > Syncro Administration - PDF/Email Templates.
Default Invoice Terms	The invoice terms to use for this Organization.	E.g., Net 15, Net 30, etc. Find Invoice Terms under Admin > Invoices - Payment Terms.

Field Name

Description

Defaults/Notes

Default Estimate | Ticket | Invoice Templates

The templates you’d like Syncro to use for Estimates, Tickets, and/or Invoices sent to this Organization.

Find templates under Admin > Syncro Administration - PDF/Email Templates.

Default Invoice Terms

The invoice terms to use for this Organization.

E.g., Net 15, Net 30, etc.

Find Invoice Terms under Admin > Invoices - Payment Terms.

About the Internal Ticket Warning

Note: You must check the “Enable Internal Ticket Warnings” box in Ticket Settings to make this field appear on your Organization records.

The Internal Ticket Warning field is a text area that allows you to enter a free-form message, which you can choose to display for each Organization or not.

If there's a message and you decide to display it, Syncro shows it at the top every time a ticket is created for that Organization:

Import Existing Organizations

2024-04-04T11:18:26Z

An Organization is a top-level entity representing your clients' businesses or their internal department structure.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

You can import a list of existing Organizations, or manually create new ones. This document describes the various ways you can import existing Organizations.

Import Organizations

There are a few ways you can import Organizations into Syncro. If you're not coming to Syncro from a PSA we have pre-built an Importer tool for, using a CSV File is the recommended way to import your Organizations.

From a CSV File

You can also export Organizations from Syncro into a CSV file for other purposes, including a mass update of data.

Note: Please follow the prerequisites to ensure a smooth import experience.

Prerequisite 1: Disable Required Fields

A new Syncro account begins with none of the Organization fields required.

To verify this or change the settings back for ease of importing, follow these steps:

Navigate to Admin > Customers - Preferences. Syncro displays the Customer Settings page:
Make sure the dropdown menu under the “Optionally…” text says “None selected.” If it does not, click the arrow and uncheck any checked boxes.
Click Save.

Prerequisite 2: Prepare Any Custom Fields

If you use any Organization-related fields that aren’t in Syncro by default, it can be helpful to prepare your CSV file with these custom fields prior to importing.

You’ll see the Syncro default Customer Organization fields when you Download the Syncro CSV Template. The last column in the spreadsheet is custom_fields.

To prepare a thorough and accurate import when using custom fields:

Manually create a single Organization with all your custom fields so it is exactly what you want for all of them.
Export the Organization list (containing the sample you created in step 1) from Syncro. See Export Organizations from Syncro for instructions.
From the exported spreadsheet, copy the contents of the custom_fields column into the spreadsheet you use to Populate the CSV Template with Data.
The custom_fields column contains a semicolon-separated list of field:value pairs, e.g. CustomFieldName1:Value1;CustomFieldName2:Value2

Download the Syncro CSV Template

IMPORTANT: Syncro will never put formulas in spreadsheets. If you get a warning about a formula or running code in a CSV/Spreadsheet always click NO, Do Not Run.

To import your existing Organizations from a CSV file, follow these steps:

Navigate to the Admin tab.
In the Customers section on the left-hand side, select Customer Import.
Click Complete CSV to download the official Syncro CSV template:

Populate the CSV Template with Data

Locate and open the example-complete-customer-import.csv file in Excel or other spreadsheet program.
Fill in the spreadsheet with your Organization information and save it. Be sure you have values populated in at least 2 out of the 5 following columns for all rows in the CSV for a successful import:
- firstname
- lastname
- business_name
- email
- phone

Note: If you haven’t already, you may want to review the Prerequisites.

Import the CSV File into Syncro

Return to the page described in Download the Syncro CSV Template and click Choose File. Select your completed CSV file, then click Import:

View the Import Results

After clicking Import, the Import Results page displays (/reports/import_results). You can safely refresh this page to view the import results without causing duplicate Organizations in your Syncro account.

Example of a successful import:

Example of an import with errors:

Set Required Organization Fields

After a successful import, return to the page described in Disable Required Fields for Organizations and select the fields you’d like to make required.

These will appear as required fields for new Organizations going forward.

During the Migration Process

If you're migrating from a PSA tool that Syncro has an Importer for, your list of Organizations will be built for you as part of the import process. Specifically, see:

for more information.

From QuickBooks or Xero

You can import into Syncro from a CSV file or from an accounting software such as QuickBooks or Xero.

We recommend importing Organizations this way if they already exist. This import automatically links your Organizations with their QuickBooks/Xero customer counterparts, ensuring they sync without additional steps.

Tip: For best results when running an import from QuickBooks or Xero, be sure that customers in the accounting platform have unique names, emails and phone numbers. Attempting an import when multiple customers in your accounting platform have the same email and/or phone number can and will result in incorrect mapping.

Both QuickBooks and Xero integrations setup wizards will prompt you to import your customers during the setup process.

Create an Appointment

2024-07-26T12:52:56Z

Prerequisites

Before scheduling appointments, there are a few things you may want to set up:

Business Hours: This feature is off by default, but allows you to set your hours of operation, add holidays, and other days your business may be closed or unavailable for appointments. Configuring business hours will also automatically update any pubic-facing calendars for when you are closed. See Set Business Hours for more information.
Appointment Types: These are essentially templates that you can define and use whenever you schedule an appointment from within Syncro. For example, you could have different appointment types for on-site appointments vs. phone calls, and video-based meetings. We provide some defaults for you. See Create Appointment Types for more information.
Appointment Reminder Schedules: These send messages to remind people of their upcoming appointments, both via email and SMS. See Create Appointment Reminder Schedules for more information.

IMPORTANT: Consider whether you want to be able to invoice the Organization for appointment-related charges. If you do, the appointment must be associated with a Ticket. If not, you can create your appointment from the Organization's Details Page.

Tip: If you set up a calendar integration, the appointments can also automatically sync between Syncro and Outlook/Office 365 or Google Calendar.

About Appointment Fields

Syncro requires certain fields and presents you with other, optional fields you can complete whenever you create a new appointment.

Required Fields

When creating a new appointment, you must provide values for the following REQUIRED fields:

Summary: A meaningful Name for the appointment. Depending upon how you're creating the appointment, Syncro sometimes prepopulates this with “Appointment.” This Summary is displayed on the calendar itself, and sent to your technicians if they have a Notification Set that emails them when an appointment is created.
Start Time/End Time: Start/End Times default to the current date and time, with an End Time of one hour later. If the appointment does not have a Start/End Time, check the "All Day" box and specify Start/End Days instead. You can click View Calendar (New Window) to pop open your calendar to see your schedule.

Optional Fields

Select a Ticket to Schedule or Re-schedule: This field only appears when you create an appointment from your calendar. While not required, you will not be able to attach this appointment to a ticket later.
Description: Enter more details about the appointment. Any appointment details you want to preserve. When you create an appointment while on a specific ticket, Syncro prepopulates this field with the ticket number and ticket title, but you can still edit it.
Appointment Type: Select from a pre-defined list of Appointment Types. Default values include: Onsite, Our Office, Phone Call, and Remote Support.
Location: If you create the appointment from an Organization or Ticket, Syncro pre-populates this field for you when you save the appointment. If you create the appointment from another place, or want to change it, enter a different Location here. This field populates the {{appointment_location}} Template Tag in your appointment email templates.
Appointment Reminders Schedule: Select from a pre-defined list of Appointment Reminder Schedules. Syncro provides one default schedule of “Morning Of and One Hour Before.”
Appointment Owner: Select from a pre-defined list of techs to change who owns the appointment. By default, it's the currently logged in Syncro User who is scheduling the appointment.
Additional Attendees: Select from a pre-defined list of users who may also attend the appointment. Doing so will add one appointment to each of their calendars.
Do Not Email This Appointment Invitation/Do Not Email (or Invite): If you don't want the person to receive an invitation email, check this box.
Notes:
- If you don't want ANY emails associated with the appointment to send, you also need to clear the Appointment Reminders Schedule dropdown menu.
- When this box is checked, the Admin who creates an appointment receives the same appointment notification as the Organization.

Tip: You can modify both the “Non-Ticket Appointment Email” and “Ticket Appointment Email” as described in Customize PDF Templates.

From the Organization's Details Page

To create a new appointment for an Organization from their Details page, follow these steps:

IMPORTANT: If you incur charges for this appointment that you'd like to invoice for later, the appointment must be associated with a Ticket. See also From Tickets.

Navigate to the Organizations tab/module, then click a hyperlinked “Name/Business” to open that Organization's Details Page.
Click New and select "Appointment":

Tip: Further down, on the left side of the Organization's Details page, you could also click +New in the Appointments section:

Syncro opens the New Appointment window with the Organization already selected and “Appointment” in the Summary field:
Provide values for the REQUIRED fields as described in About Appointment Fields.
If desired, provide values for the OPTIONAL fields as described in About Appointment Fields.
Note: The Admin who creates an appointment receives the same appointment notification as the Organization. This is intentional and can't be disabled unless you check the “Do Not Email This Appointment Invitation” box.
Click Create Appointment. Syncro displays the new appointment on your calendar:

IMPORTANT: If you incur charges for this appointment that you'd like to invoice the Organization for later, the appointment must be associated with a Ticket. See also From Tickets.

When you select “Appointment” from the global New menu, Syncro displays the New Appointment window as described in From the Organization's Details Page.

The only difference is that you'll need to type and select an Organization's name for the Customer Name field in the New Appointment window:

Complete the fields as described in About Appointment Fields. Don't forget to click Create Appointment to save your changes. Syncro displays the new appointment on your calendar:

From Tickets

A New Ticket

To create an appointment as you're creating a new Ticket, follow the steps described in Create a Ticket, with the following additions:

Toward the bottom of the New Ticket page, click Ticket Appointment:
In the expanded section that appears, complete the fields as described in About Appointment Fields.

Note: The Admin who creates an appointment receives the same appointment notification as the Organization. This is intentional and can't be disabled unless you check the “Do Not Email (or Invite)” box.

When you click Create Ticket, you'll remain on the Ticket's Details page. Syncro displays the associated appointment in the left sidebar in the Appointments section:

An Existing Ticket

To create an appointment associated with an existing Ticket, follow these steps:

Navigate to the Tickets tab/module, then click a hyperlinked ticket number to open that Ticket's Details page.
Click +New and select “Appointment”:

Syncro opens the New Appointment window with the Organization already selected, and some information prepopulated in the Summary and Description fields:

Tip: Further down, on the left side of the Ticket's Details page, you could also click +New in the Appointments section:
Complete the fields as described in About Appointment Fields. Don't forget to click Create Appointment to save your changes. Syncro displays a "We scheduled it" message at the top of the Ticket's Details Page, and the new appointment appears in the left sidebar's Appointments section.

From Your Calendar

Notes:

IMPORTANT: Appointments created directly from your calendar give you the OPTION of selecting an existing Ticket. If you do not select one, you CANNOT attach the appointment to a ticket later.
If there's no need for a Ticket, you could also create the Appointment From the Organization's Details Page or From the Global "New" Menu. If no ticket yet exists, see From a New Ticket.

To create an appointment directly from your calendar, follow these steps:

Navigate to the Calendar tab/module.
Use the “Schedule an Appointment” sidebar on the right to complete the fields as described in About Appointment Fields.
Note: The first field allows you to select a ticket. If you do not select one, you cannot attach the appointment to a ticket later:
Don't forget to click Create Appointment to save your changes. Syncro displays the new appointment on your calendar:

Set Up QuickBooks Online (QBO)

2024-06-18T16:48:17Z

Integrating Syncro with QuickBooks Online (QBO) allows you to seamlessly sync data between the two systems, eliminating the need for manual input and ensuring consistency across platforms.

IMPORTANT:

This integration syncs your information automatically from the time you set it up; it does NOT automatically sync historical data.
This document describes integration scenarios and steps you should take BEFORE you have a lot of data in either account. If you have only been using QuickBooks Online since the beginning of the year and/or only have about 1,000 invoices, for example, follow this set up process. If you have only been using Syncro for a little while, or if you have had it for years but only have a hundred invoices, it is also safe to proceed as instructed here.

Integration Scenarios

The way you'll set up QuickBooks Online depends on how you currently have things working for your business.

Here are the two integration scenarios for the initial setup:

Scenario 1: FROM QuickBooks INTO Syncro	Scenario 2: FROM Syncro INTO QuickBooks
If you already have everything set up exactly the way you want in QuickBooks, you'll want to: Initially PULL everything (Invoices, Payments, Customers, Products, and any Vendors) FROM QuickBooks INTO Syncro. Sync your information automatically from this point forward. ONLY use the Import buttons in the QuickBooks Settings Wizard as described in Import or Send All Data.	If you are already set up in Syncro but you want to start using QuickBooks, you'll want to: Initially PUSH everything (Invoices, Payments, Customers, Products, and any Vendors) FROM Syncro INTO QuickBooks. Sync your information automatically from this point forward. ONLY use the Send All buttons as described in Import or Send All Data. Note: This is the preferred integration scenario.

Scenario 1: FROM QuickBooks INTO Syncro

Scenario 2: FROM Syncro INTO QuickBooks

If you already have everything set up exactly the way you want in QuickBooks, you'll want to:

Initially PULL everything (Invoices, Payments, Customers, Products, and any Vendors) FROM QuickBooks INTO Syncro.
Sync your information automatically from this point forward.
ONLY use the Import buttons in the QuickBooks Settings Wizard as described in Import or Send All Data.

If you are already set up in Syncro but you want to start using QuickBooks, you'll want to:

Initially PUSH everything (Invoices, Payments, Customers, Products, and any Vendors) FROM Syncro INTO QuickBooks.
Sync your information automatically from this point forward.
ONLY use the Send All buttons as described in Import or Send All Data.

Note: This is the preferred integration scenario.

Regardless of which scenario applies to you, you'll need to begin the integration in the QuickBooks Settings Wizard so you can connect the two systems and set up some basic mapping information.

Prerequisites

For either integration scenario described above, be sure your QuickBooks Online account is properly set up by a bookkeeper or accountant to avoid any data issues. This includes setting up your:

Chart of accounts,
Payment methods, and
Tax Rates. Tax rates need to be set up separately in both Syncro and QuickBooks Online so they match. As a best practice, you should maintain a one-to-one tax rate in Syncro for each item in QuickBooks Online.

Additionally, since ongoing syncs will impact invoices every time they're touched, make sure that the Basic Info section for each of your Customer Organizations is how you want it to appear in QuickBooks Online.

Tip: If you aren't sure how Invoices work in Syncro, see the Invoicing Setup Guide for some basics.

For Scenario 1 only, also be sure that:

Your QuickBooks Online account is also properly set up for both your Customer and Product lists.
Each customer and sub-customer in QuickBooks Online has a unique email. This is necessary because Syncro handles customers differently than QuickBooks Online. While QuickBooks Online includes sub-customers, Syncro treats them all as regular customers. When you import customers from QuickBooks Online into Syncro, Syncro will also import each sub-customer. This can lead to mismatches if there are duplicate emails.

Connect QuickBooks Online to Syncro

For either integration scenario, the first step is to connect Syncro to QBO.

Read on, or watch this short video to learn more:

To do this, follow these steps:

In Syncro, navigate to Admin > Integrations - App Center.
Type “QuickBooks” in the search bar, or click the Accounting link.
Click the QuickBooks tile:
On the left, click CONNECT TO QuickBooks Online:

(If you’re not yet logged in) a new window displays so you can log into QuickBooks.
Once you're logged into QuickBooks, click Connect to authorize QuickBooks to securely share your data:

Note: If the authorization does not work, please contact Intuit to fix your Intuit ID.
The Connected! screen displays:
On the Connected! page, click Sync Settings.

The QuickBooks Settings Wizard will now guide you through the rest of the configuration process.
Click Start:
Map your Syncro tax rates (shown on the left) to your QuickBooks tax rates (using the dropdown menus on the right). Then click Next:
Map your 0% Tax Rate, then click Next:

Note: Whenever you create a non-tax Invoice in Syncro, the system will apply this zero rate in QuickBooks.
Syncro allows you to create ad-hoc line items for Invoices. Select the Default QuickBooks Item Code to attach these items to, then click Next:
Select the deposit Account, then click Next:

Tip: This is almost always Undeposited Funds.
Select your AP Account for purchase orders, then click Next:

Tip: This is almost always Accounts Payable.
Map your Syncro payment methods (shown on the left) to your QuickBooks payment methods (using the dropdown menus on the right). Then click Next:

Tip: If you don't see your payment methods in the dropdown menus, click Import QuickBooks Payment Methods.
Next you'll set up how you want QuickBooks and Syncro to work together. Check BOTH the “Turn on Invoices/Payments/Customers Sync to QuickBooks” and the “Sync All Syncro Products to QuickBooks” boxes.
Then select the recommended accounts for the “Income Amount for Sales of Products,” “Expense Account for Cost of Goods Sold,” and “Inventory Asset Account” fields, then click Next. (The values in these dropdown menus correspond to the mappings you previously specified.)

Note: The time it takes data to sync initially depends on how much data you have. Most times you'll see data within 30 minutes, but large amounts of data can take up to 48 hours.

Import or Send All Data

The next steps you take depend on whether the scenario you're configuring the integration for. Follow the steps in the appropriate tab to complete the process.

Scenario 1 (FROM QuickBooks INTO Syncro)

If you're configuring the integration for Scenario 1 (FROM QuickBooks INTO Syncro), you'll want to Import your Customers, Products, and Vendors.

Read on, or watch this short video to complete your wizard set up:

Syncro highly recommends that you click Import QuickBooks Customers. This ensures that customers and sub-customers in QuickBooks map to Customer Organizations in Syncro.
Click Import QuickBooks Items to populate Syncro's Product list with your QuickBooks Online items. When finished, click Next:

Note: If you have many items in QuickBooks Online that you do NOT want as Syncro products, you can click Next to skip this instead, but [I assume they'll have to do something to get them in later?].
Click Import Vendors to import all of your Vendors from QuickBooks Online into Syncro's list of Vendors:
Click Finish. The wizard is complete and the QuickBooks Settings page displays.

Scenario 2 (FROM Syncro TO QuickBooks)

If you're configuring the integration for Scenario 2 (FROM Syncro TO QuickBooks), you'll want to Send your Syncro Data to QuickBooks.

Read on, or watch this short video to complete your wizard set up:

On the Import QuickBooks Customers page, click Skip:
On the Import QuickBooks Items page, click Next to skip this step:
On the Import Vendors page, click Finish to skip this step and exit the wizard.

The QuickBooks Settings page displays.
Scroll to the bottom of the QuickBooks Settings page to the Send All buttons:

Note: How your Syncro products are sent to QuickBooks Online as item types depends on their configuration:

Syncro Configuration

QuickBooks Item Type

If the Syncro product is set to Maintain Stock = TRUE.

Inventory

If the Syncro product is mapped to a "Service" type in QuickBooks.

Products categorized as “Labor” in Syncro need to be mapped to items with this type or, upon creation, must be changed from "Non-inventory" to a "Service" type item.

Service

If the Syncro product is neither of the above.

Non-Inventory

Although the initial integration between Syncro and QuickBooks Online is now complete, you can always Update QuickBooks Settings now or in the future. Here are some additional things you may want to be aware of now.

Map Products Between Systems

During the initial setup, you'll likely check the “Sync All Products to QuickBooks” box. However, selecting this option does NOT automatically sync your EXISTING products between the two systems. It only syncs products you create from that point forward.

If you already have Products in both Syncro and QuickBooks, you can manually map the products together. Read on, or watch this short video to learn more:

To do this, follow these steps:

Navigate to the 'Products and Services' tab, then choose your product from the list.
Use the 'Linked QuickBooks Item' field to select the QuickBooks item you want to map this Syncro product to. (This list is populated based on your existing QuickBooks items.)
Click Update Product to save your change.

Now, every time you add this product to an invoice and that invoice syncs to QuickBooks, it will display as whatever product you've selected.

Manually Add a Small Amount of Historical Data

The sync between Syncro and QuickBooks Online happens from the point of connection going forward.

While the syncing of historical data is not recommended, if you have a need to do this, you can. However, you should not go back too far. Sync as little historical data as possible to avoid issues.

Follow these steps:

Navigate to the Invoices tab.
Select an invoice.
From the Actions menu, select “Resync to QuickBooks.”

When You Have a Lot of Data in Both Systems

If you currently have a lot of data in BOTH Syncro AND QuickBooks Online, here are some things you should know:

First, expect that manual data clean up of Products, Customers, vendors, tax rates, and payment methods and mapping will be necessary.
Pick an integration scenario to be the Single Source of Truth (SSoT) and perform the steps described in Connect QuickBooks Online to Syncro. Scenario 2 (sending data FROM Syncro INTO QuickBooks Online) is always preferred.

Alternatively, you might decide to connect your accounts and only sync data going forward (i.e., not Import nor Send any data). This route also has the potential to create duplicate customer profiles when new invoices sync, which you will need to correct as you go along.

Control QuickBooks Online Payments for Customer Organizations

QuickBooks Payments is an add-on service provided by Intuit that allows you to collect credit card and/or ACH payments for Syncro invoices via their online portal.

If you're setting up QuickBooks Online to accept payments in their online portal, ensure smooth syncing between the two systems by checking one or both of the following boxes in the ORGANIZATIONS SETTINGS section for your Customer Organizations:

Notes:

The QuickBooks Online Payments section only appears for Organizations when the QuickBooks Online accounting integration is set up.
This is a one-time set up per Organization. Thereafter whenever an invoice is created, the options for credit card/ACH payments are enabled.

About the Estimate Details Page

2025-07-03T16:01:11Z

The Estimate Details Page displays whenever you create a new estimate or edit an existing one.

This document provides more information about the information sections at the top, and the Estimate-specific actions bar.

Estimates Information

At the top are two collapsible/expandable information sections: Customer and Estimate Details. In both sections, you can use the caret in the upper-right corner to display more or less information:

Customer Section

Expanded by default, this section displays information about the (Customer) Organization associated with the estimate: Business Name, Assigned Contact, Name, Email, Email, Address, Phone, Mobile Phone, and Get SMS (true/false).

Tips:

The Name hyperlink opens the Customer Organization's Details Page. The Email hyperlink allows you to email them directly from here. The Address hyperlink displays their address in Google maps.
Click “None Assigned” dropdown to select an existing end user for the Assigned Contact field. Alternatively, select the "+New User" option at the top of the list to create one in a pop-up window. When there is an Assigned Contact, you can click the profile () icon to open their End User Details Page in a new browser tab.

To change the customer associated with the estimate, follow these steps:

Click Change Customer in the upper-right of the Customer section. Syncro displays the Attach Transaction to a Different Customer pop-up window:
Start typing the (Customer) Organization's name, then select from the results that display.
Click Change Customer to save the change and close the pop-up window.

If you want to revert back to the original Organization for an Estimate, just repeat the steps above.

Estimate Details Section

This section provides several details about the estimates; most of them can be edited in-line by clicking into the cell and providing the new information.

Estimate Name: Click the dash to give this estimate a descriptive name, which displays in the Estimates table. Enable Estimate Name under Admin > Customers - Preferences. Adding a name also allows you to use the {{estimate_name}} tag to display the name on your Estimate PDFs. The Estimate Name can also be optionally enabled in the End User Portal under Admin > Customer Preferences > Additional Preferences > Show Estimate Name in Customer Portal.

While specified for the (Customer) Organization, you may want to select a different:

Estimates Template: You'll find Templates for Estimates under Admin > Estimates - Templates.
Tax Rate: While set for the Organization, you may want to select a different one. See also: Organization Fields Reference and Configure Tax Rates.
Estimate Name: You can give the Estimate a name to identify it from other Estimates for a customer or just in general. This name can be added to the Estimate Template using the tag {{estimate_name}} so that you can provide it to customers should you choose.

Estimates Action Bar

The Estimates actions bar in the upper right of an estimate provides several choices:

Convert to Invoice: Creates an Invoice with the correct line items from the Estimate. This will mark the estimate as Approved.
Process: Drop-down menu that displays the Accept, Decline, and Mark as Draft options.
- Accept: Select to accept the estimate on behalf of your client.
- Decline: Select to decline the estimate on behalf of your client.
- Undo Approved/Declined: If the estimate has been Accepted or Declined by mistake, you can undo this. These options only display for Approved/Declined estimates.
- Mark as Draft: Hides the estimate from the End User Portal so the End User cannot view, accept, or decline the estimate. This option only displays for Published estimates.
- Publish: Shows the estimate in the End User Portal so the End User can view and accept or decline the estimate. This option only displays for estimates Marked as Draft.
New Ticket: Creates a Ticket from the estimate.
Actions: Drop-down that displays the Ad-Hoc Email, Add Attachment, Clone, and Delete options for the estimate.
- If a Ticket has been created and linked to this estimate, you'll also have the option to “Add Charges to Linked Ticket.” When clicked, all the line items from the estimate will carry over into the Ticket Line Items window that displays when you click the Ticket's Add/View Charges button).
PDF: View a PDF version of the estimate, which you can then download and/or print. See also: Customize PDF/Email Templates.

Estimate Line Items

The Line Items section of an Estimate works much like those for Invoices.

Search for an item in your Products list, adjust the Quantity, and then click Create Line Item. Do this as many times as you wish.
See also: Create a Product or Service.
Optionally, click Create Ad-Hoc Bundle.
See also: Ad-hoc Bundles.
Optionally, enter a custom message for the estimate.
Tip: You can include the {{estimate_message} tag if you've defined one in your estimates template.

Emails & Attachments

If any emails related to the estimate were sent, the Emails section displays:

To: The email address to whom a message was sent.
From: The email address of the Syncro User who sent the email.
Type: The type and full name of the Syncro User who sent the email.

To add an attachment, first click Click to activate Copy/Paste Attachments to enable the drag-and-drop area. Alternatively, click Upload:

Accepted formats include: doc, docx, jpg, jpeg, m4a, mp3, pdf, png, ppt, pptx, txt, wav, xls, and xlsx.

View History (Admin Only)

Administrators can see and click a View History button at the bottom of an Estimate to see a full change history for the estimate:

Click Archives to go deeper.

Process a Full or Partial Refund

2024-11-17T20:32:36Z

Note: This document has been imported from the former KB and has not yet been verified.

You can do full or partial refunds and with merchandise do things like restock it or create an RMA request.

What it Does

Allows you to refund money back to a credit/debit card (WorldPay Payments and Authorize.net only).
Generates a refund invoice listing everything refunded.
Keeps a nice reference between the invoices so you have a clear history of the refund taking place when looking back at this customer.
You can say what should happen to the inventory items(s)—send to Returns module, put back in stock, start an RMA, etc.

What it Doesn't Do

Allow you to refund TO a credit/debit card if the original payment wasn't a credit/debit card.
Allow you to refund back to ACH, PayPal, Square or Stripe platforms. We will cover how to handle those.

Issue a refund

Open a paid invoice.
In the upper right, click Actions > Refund (you need the right permissions to do this). This takes you to the Start Refund screen.
Enter the Refund Quantity of each line item that you are refunding back to the customer. Leave it blank on items you are not refunding.
If any items have a serial number, click Select serials, select the correct one(s), and click Ok!
For inventory items, you can optionally click the Action dropdown to do something other than Pending.
- Pending is the default. It will send them to the Returns Manager to deal with later.
- Restock will put the item back in stock and adjust its inventory quantity accordingly.
- RMA Request will send the item to the Returns Manager with a status of RMA sent—meaning you sent an RMA to the vendor and are now waiting for the vendor to approve the RMA so you can return the item to them.
- Breakage indicates the item was broken or defective. The inventory quantity does not change because the item is gone.
- Add to Return is a pending return to which you can add the item.
If you are doing a partial refund, follow these steps. Note: If you are only refunding some of the items and entered the appropriate quantities, you do not need to use this feature; it will automatically calculate the correct prices and taxes. This feature is for refunding something other than the items on the invoice. If you want to give a partial refund on a specific item on the invoice, then leave the quantity blank on that item, otherwise it will refund both the full price of the item and the Price you enter here.
1. Click Partial Refund.
2. Enter the Reason to refund.
3. Enter the Price—the amount you are refunding. Make sure to only enter the numeric amount. Do not type a currency symbol such as $ or £, nor a comma for amounts greater than 1,000—just type 1000 instead.
4. Turn on the Taxable checkbox if appropriate. This will automatically calculate the tax on the entire Price you enter.
5. Note that the 1 to the right of Taxable indicates a Quantity of 1 for this partial refund item, and it cannot be changed.
The Payment method dropdown will default to the original method used by the customer. See notes on some of the various methods below and change it if needed, or if you want to use a different method for your own reasons.
- ACH: We do not support refunds via ACH. You can leave this as the refund payment method, but will then need to login to the ACH platform and make the actual refund there.
- Credit Card: We only support refunding to Worldpay or Authorize.net at this time. For Stripe, you can leave this as the refund payment method, but will then need to issue the refund in Stripe's dashboard.
- PayPal, Square: This will indicate you refunded the customer via that method, but you will need to issue the refund via PayPal or Square manually.
- Store Credit: This will add the refund amount in the form of store credit to the customer's account for their future use.
In the Check Number/Reference Number, you can put the refund reason. If you are refunding by check, this field gets populated with the customer's check number they paid with. Unless you are giving them back their original check, change it to your refund check number you are giving to them.
Click Begin Refund.
Now you are shown the original amount, and the new refund amount to make sure they are correct. Click Finalize Refund if all is well, otherwise click Cancel, in which case you will need to go through the entire process again.
Review the refund details, then click Continue.
You will be taken to the refund invoice, as shown below.
- There is a link to the invoice you refunded (1407 in the example above), and a Returns link that takes you to the Returns and RMA screen to process any Pending and/or RMA Requests you made.
- You will see the items you refunded which are the same as on the original invoice, but with negative quantities and amounts.
If you refunded the customer with store credit, you can click their name to go to their account and see it displayed.

Refund overpayments

If someone makes an overpayment for one or more invoices, this will result in a store credit. Authorize.net users may see this error when this happens: "You attempted to apply more than the payment amount - we didn't block the payment, but it was not applied." You cannot just delete the store credit, so here is how to refund the overage.

Suppose the invoice amount is $10 and the person paid $100, which results in a store credit of $90. We will call this invoice A and payment A and use amounts specific to this example, so adjust as needed to your situation.

A. Create an invoice for the overage

Create an invoice for that customer. We'll call this invoice B.
In the Line Items section, click Add Manual Item.
Enter a bogus product name and enter a price of 90 (the overage).
Set Tax to No.
Click Create Line Item.

B. Apply the store credit to the overage

Scroll to the top of the invoice and click Take Payment.
To the right of "Customer Credit Balance (from Payments/Refunds): $90.00" click Apply.
It should show that payment amount by Invoice B. Click Apply Payment.
Now it will show the entire $100 payment as applying to invoices A and B.

C. Refund the overage

Under the Invoice column, click the one for Invoice B.
In the upper right, click Actions > Refund.
For Refund Quantity, enter 1.
Change the Payment Method to something like Other or Cash.
Click Begin Refund.
Click Finalize Refund.
Click Continue. This will create a refund invoice that references invoice B.

D. Give the refund to the customer

If the customer paid with a credit card, you will need to login to your payment gateway and directly refund the overage there. Otherwise, use whatever payment method you wish to refund them, such as cash or check.

Void Authorize.net transaction due to error

If you receive this message—"The refund could not be completed for the following reason: The referenced transaction does not meet the criteria for issuing a credit"—it's because the transaction has not been picked up by Authorize.net yet (that can take up to 26 hours), but you can just void the transaction rather than proceeding with the refund.

Head to the payment page itself, and down on the lower left, click the Void Payment button. It will be visible for approximately 24 hours after the payment is accepted.

Refund invoices with deposits

Invoices with deposits get created from tickets. First, a deposit invoice is created with a deposit line item and corresponding payment. Second, a work invoice gets created with a deposit line item for the negative amount paid, and then the labor and/or product line items.

Regardless of whether or not you will refund the deposit, start with the work invoice. See the Issue a refund section for full details on all the steps. The main difference here is that you do not enter a Refund Quantity for the deposit line item (step 3 below).

Open the work invoice with the labor and/or products on it. This will have a higher invoice number than the deposit invoice. In the below example on the ticket, you would click 1039.
In the upper right, click Actions > Refund. This takes you to the Start Refund page.
Leave the Refund Quantity blank for the Deposit line item, even if you will be refunding it.
Enter a Refund Quantity for all the items (except the deposit) you will be refunding.
If you are refunding items with serial numbers, click Select serials by those items, turn on the box by the serial number, and click Ok!
For products, click the Action dropdown and select what to do with them.
Only click Partial Refund if you are refunding something other than the items on the invoice, and even if you are not refunding the deposit. If you want to give a partial refund on a specific item on the invoice, then leave the quantity blank on that item, otherwise it will refund both the full price of the item and the Price you enter here.
The Payment method dropdown will default to the original method used by the customer. See notes on some of the various methods below and change it if needed, or if you want to use a different method for your own reasons.
- ACH: We do not support refunds via ACH. You can leave this as the refund payment method, but will then need to login to the ACH platform and make the actual refund there.
- Credit Card: We only support refunding to Worldpay or Authorize.net at this time. For Stripe, you can leave this as the refund payment method, but will then need to issue the refund in Stripe's dashboard.
- PayPal, Square: This will indicate you refunded the customer via that method, but you will need to issue the refund via PayPal or Square manually.
- Store Credit: This will add the refund amount in the form of store credit to the customer's account for their future use.
In the Check Number/Reference Number, you can put the refund reason. If you are refunding by check, this field gets populated with the customer's check number they paid with. Unless you are giving them back their original check, change it to your refund check number you are giving to them.
Click Begin Refund.
Note that it will add a line item "(none) - Granular amount" to account for the deposit paid. This is normal.
Click Finalize Refund.
Review the refund details, then click Continue.
You will be taken to the refund invoice, as shown below.
- There is a link to the invoice you refunded (1039 in the example above), and a Returns link that takes you to the Returns and RMA screen to process any Pending and/or RMA Requests you made.
- You will see the items you refunded which are the same as on the original invoice, but with negative quantities and amounts.
- The Total will reflect the refund (whether partial or full), minus the deposit. In other words, the amount you refunded.

If you want to refund the deposit as well, continue with these steps.

To the right of Linked Ticket, click the ticket number link (4212 as shown above).
On the Ticket, there will now be three linked Invoices.

If you do not see that green Invoiced box near the top, you will find them under the Ticket Info section.

In either place, click the lowest numbered invoice (1038 in the above examples), which will take you to the deposit invoice.
Now simply process it like a normal refund.

Work with Organizations

2025-02-21T15:23:02Z

An Organization is an entity representing your clients' businesses or their internal department structure.

This document describes how to manually create, edit, archive, or delete Organizations. It also includes best practices for working with Organizations in Syncro.

You can read on, or watch this short video to learn more:

Notes:

Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.
If you want to import Organizations into Syncro instead, see Import Existing Organizations.

Optional Pre- & Post-Requisites

If you have not specified some values in the Administration module prior to creating a new Organization, some dropdown menus may appear empty or have limited options. Other fields won't display at all. Therefore, it's a good idea to verify and/or modify the following before you begin:

Tax rates: So you can specify the Organization's default rate or mark them as having a “tax free” status.
Invoice Terms: Sets the default payment terms for this Organization's invoices.
Internal Ticket Warning: Check the “Enable Internal Ticket Warnings” (under Admin > Tickets - Preferences) to add text area to the new/edit Organization pages so you can enter a message that Syncro will display at the top of any new Ticket for that Organization. Then when you create the Organization, you can enter something like “Owes money. Only Stacy can approve onsite visits.”
Custom Fields for Organizations & End Users: If you would like to track additional information about each of your Organizations in Syncro—which you can later use in Saved Searches, automations, etc.—you can create them.

Best Practices

Everything you do in Syncro requires a Organization, so your very first task is to create one. We strongly recommend that you review the list of best practices so you avoid common mistakes and create a solid foundation for using the Syncro platform.

Create an Organization

Tip: You can also create a new Organization from any page in Syncro via the global New menu.

To create a new Organization, follow these steps:

Select the Organizations tab. Any existing Organizations appear in the table.
Click +New Organization. The New Organization page displays, with the Information subtab selected.
In the BASIC INFO section, only the Business Name field is required. There are also several SETTINGS sections that you can complete. See Organization Fields Reference for details.
If you've previously created Custom Fields for Organizations & End Users, click the Custom Fields subtab then complete any fields there.
Click Create Organization to create this Organization and display its Details Page. Or, click Create Organization And Ticket to create this Organization and display the New Ticket page so you can create an associated ticket.

Edit an Organization

IMPORTANT: When you edit an existing Organization, you gain the ability to select a Syncro Tenant in the ORGANIZATION SETTINGS section. Syncro will not allow you to save your changes without selecting a Syncro Tenant.

Note: If you've integrated Microsoft and mapped the Microsoft and Syncro Tenants, you gain the ability to support larger Organizations (e.g., those with End Users in multiple locations). If you haven't done this integration yet, the existence of the Syncro Tenant simply provides the infrastructure for future scalability. See Integrate Microsoft & Syncro Tenants for more information.

To edit an existing Organization, follow these steps:

Select the Organizations tab. Any existing Organizations appear in the table.
Click the hyperlinked Customer Organization name to open its Details Page.
In the upper right corner, click Edit.
Adjust values for any of the fields. See Organization Fields Reference for details.
Click Save Changes.

Tip: You can also bulk edit several Organizations at once from the Organizations table. For more information, see About the Organizations Tab/Page.

Archive or Unarchive an Organization

When you no longer need an Organization, you may want to archive it so that it no longer appears in your list of Organizations.

To archive an Organization, follow these steps:

Select the Organizations tab.
Click the hyperlinked Customer Organization name to open its Details Page.
In the upper right corner, click the Actions button menu, then select Archive.
Click OK to confirm.

To retrieve an archived Organization, follow these steps:

Navigate to the Organizations tab.
Click the Modules button menu and select Show Archived.
Click the hyperlinked Customer Organization name to open its Details Page.
In the upper right corner, click the Actions button menu, then select Re-enable.

Delete an Organization

IMPORTANT: When you no longer need an Organization, you can choose to archive it or delete it entirely. When you archive, you have the option to unarchive or delete the Organization later. Deletions are permanent.

To delete an Organization, follow these steps:

Select the Organizations tab.
Click the hyperlinked Customer Organization name to open its Details Page.
In the upper right corner, click the Actions button menu, then select Delete. (You can also do this from the “Edit Organization” page.)
Click OK.

Merge Organizations

IMPORTANT: The merging of Organizations is not a reversible action. Be certain you want to do this before proceeding.

When you merge two Organizations, the information Syncro displays in the "Duplicate Organization to Remove" box carries over to the “Final Organization,” with the following exceptions:

Address (City, State/Country, Zip/Postal Code)
Prepay Hours (Block Hours) Balance
Notes
Custom Fields
All SETTINGS, including "SMS Service Enabled" and “Opt Out - Email Marketing,” which you may want to check.

All other information--including Tickets, End Users, Payments, and Logs—will be included in the “Final Organization.”

To merge two Organizations, follow these steps:

Select the Organizations tab.
Click the hyperlinked Customer Organization name to open its Details Page.
In the upper right corner, click the Actions button menu, then select Merge. (You can also do this from the “Edit Organization” page.)
Click OK.
In the “Final Organization” box, type the name of the Organization you want to merge this one into, then select it.
Click Merge Organizations. Syncro displays the Organization Details Page for the remaining (Final) organization.

Tip: If you see anything you want to change, simply click Edit.

Manage Custom Fields for Organizations

Whenever you create or edit an Organization, you can click the Manage Custom Fields button in the upper right corner to navigate to the Organization Custom Fields page. Here, you can create, edit, delete, or reorder Custom Fields related to Organizations.

For more information, see Custom Fields for Organizations & End Users.

Configure a Custom-branded Email/Mailbox

2024-11-06T13:37:57Z

Syncro sends emails on your behalf and receives emails from your end users into the system.

Although you have several options, we strongly recommend that you configure a custom-branded email/Mailbox to improve your email deliverability as well as enhance your brand.

You can read on, or watch this short video to learn more:

Prerequisites

To configure a custom-branded email/Mailbox, you'll need an email address related to the domain you own outside of Syncro (e.g., [email protected]). Many Syncro users use Microsoft's email services.

Set Up a Mailbox

First you'll set up a Mailbox, by following these steps:

Navigate to Admin > Emails/SMS - Mailboxes.
Click +New Mailbox.
Change the Mailbox Display Name to something meaningful.
Enter your Email Address, such as [email protected].
Click the “Automatically Create Tickets from Emails to This Mailbox” dropdown and select your desired option.
If you've created an SMTP connection, select it from the “Select Delivery Method” dropdown. Otherwise this field defaults to “Internal Email.”
If a Ticket fails to be created, it may still make a Lead, so if you check the:
- “Send Lead/Ticket Autoresponder (Respectively)” box, Syncro will use the Lead and Ticket Autoresponder templates when the Ticket is created. Click the links at the bottom of this page to see a preview of these templates in a new browser window.
- “Enable After-Hours Autoresponders” box, you can create separate autoresponders for both Leads and Tickets that are sent out inside and outside of your set business hours.

Tip: Click one or both links to preview the Lead/Ticket Autoresponder templates. See also step 8.

If you set the “Automatically Create Tickets from Emails to This Mailbox” dropdown value to “Always” or “Only for Existing Customers,” additional fields appear. You can optionally preset the Issue Type, Ticket Status, and Assign the Ticket to someone.
Optionally, click Advanced - Autoresponder Override to create new Lead and Ticket Autoresponder templates you selected in step 6:

Note: What you specify for Lead and/or Ticket Autoresponders here will override any you previously customized in PDF Templates > Emails. These autoresponders will be used for this specific Mailbox only.
Click Create Mailbox. (Or Update Mailbox, if you're making changes to an existing one.)

Activate the Mailbox

After you create the Mailbox, Syncro displays an Activation Steps section to the right:

To activate the Mailbox, you'll:

Create a forwarding rule that sends any inbound email into Syncro.
Act like an end user and send yourself a test email.
After you've received that email, refresh the page. The Current Status of the Mailbox (shown in the upper right corner in the Activation Steps) changes to green/Active, which means you're all set:

Note: You can always navigate to Admin > Emails/SMS - Mailboxes to see the Active/Inactive statuses of your Mailboxes. Clicking clicking the Edit (pencil) icon next to the mailbox you want to activate will display the specific instructions:

Tip: If you are unable to activate your Mailbox, be sure to allowlist the forwarding address to prevent Syncro from blocking it. Also verify you've entered the long email string correctly. A common reason the Mailbox won't activate is because an email is not getting sent to the correct address.

Choose Categories for Outbound Emails

Once you have an Active Mailbox, you can adjust the Outbound column to one or more Email Categories including Billing, Marketing, and Support.

Simply click the dropdown menu to choose the categories you want associated with the Mailbox.

Note: The Billing and Support categories can only be assigned to one Mailbox at a time. The Marketing category can be assigned to more than one Mailbox.

Once you select an Outbound email category, any email triggered from those areas of Syncro will be sent using that Mailbox. See Choose Outbound Email Categories for detailed category descriptions.

Verified Email Domains

Configuring Verified Domains can technically be done before or after configuring a custom-branded email/Mailbox. We recommend you do this at some point, however, because your email delivery is at risk without them.

Collect & Build Recurring Income (Invoicing 102)

2025-10-13T20:38:09Z

This guide covers invoice creation and payment collection, detailing how to navigate the invoices dashboard, manually create invoices or prepare them from ticket charges, process payments, configure recurring invoices with dynamic counters, and set up automatic charges.

Step 1: About the Invoices Page

The Invoices tab/page is your one-stop shop for everything invoice-related.

It displays a tabular list of all your invoices, and above it, an at-a-glance visual representation that's also interactive. This page allows you to search and filter your invoices list by various criteria so you always find the one you're looking for. Under Invoice Modules, you can navigate to your list of Payments, or work with your Recurring invoices.

A quick preview of each invoice can also help you save time; you don't need to navigate away from the page to see what's happening or take action. When you check the boxes next to one or more Invoices, a Bulk Actions button also appears so you can update several invoices at once.

Navigate to the Invoices tab and take a look around. Review About the Invoices Tab/Page to help you.

Step 2: Create an Invoice

There are several ways you can manually create an invoice:

The global “New” menu,
On the Invoices tab/page, and
The Make Invoice button at the top of a Ticket.

Watch this short video to learn more:

From the Invoices tab, manually create a one-off invoice. In the Line Items section, either search for an existing Labor product or use the Add Manual Item button to enter whatever you want. (Bonus: Edit the Description after the Line Item has been added.)

Step 3: Prepare an Invoice from a Ticket

Syncro's advanced time tracking features help you and your Technicians track time that is billable to your customers, as well as time that is not. For billable ticket time, you can add charges to an Invoice so you can get paid for that work.

Note: To learn more about how your Technicians should be tracking time, see Step 2 of the Technician Training Guide.

The amount displayed on the Add/View Charges button at the top of a Ticket's Details Page includes amounts from any Ticket Timers with a status of “Charged," plus any non-labor charges (e.g., hardware, materials, etc.) added in the Ticket Line Items pop-up window. Creating an Invoice from that ticket is as simple as clicking a button.

Tip: If you want to automatically charge for Ticket Timer items, check the “Ticket Timer - Charge Billable Time by Default” box in your Ticket Settings. (There are also several other settings there for billable vs. non-billable time you may want to explore.)

Open (or create then open) a Ticket's Details Page. Add some billable charges using the Labor Log and/or Ticket Line Items pop-up window, then create an Invoice for the work. Note how the Status in the Labor Log for each item changes from “Not Charged” to “Charged” then “Invoiced.” (Bonus: Review Prepare an Invoice from Ticket Charges.)

Step 4: Collect Payments on Open Invoices

Now that you're charging your clients for your products and services, you'll need to accept their payments.

Syncro provides multiple ways for you to apply payments to open invoices. You can take full or partial payments, take an overpayment (for Store Credit), and split payments across multiple invoices. You can apply funds to multiple invoices from a single screen, or use the Quick Payment feature to mark invoices as “Paid” with a single click.

Manage Invoice Payments contains more detailed information and step-by-step instructions for each payment option. Navigate to the Invoice you created in Step 3, and take a Full Payment by Check.

Step 5: Create a Recurring Invoice

A Recurring (or Scheduled) Invoice is a template from which many individual invoices are created.

You can use Syncro's Recurring Invoice feature to generate and automatically send invoices to an Organization you support. The most common need is for monthly or annual billing, however, Syncro can also generate invoices for other frequencies.

If you use a payment processor and Stored Payment Profiles, you can also set Syncro to automatically charge your customer for a recurring invoice. (We'll talk more about this in Step 7.)

Watch this short video to learn more:

Tip: The Invoices that are recurring are displayed in the Invoices table with a cycle () icon next to them.

Use the step-by-step instructions in Work with Recurring Invoices to create the schedule for a new Recurring Invoice. For future training steps, check the “Add Pending Ticket Charges” box and leave the associated dropdown menu defaults.

Step 6: Add Pending Ticket Charges

You can set up a Recurring Invoice to automatically add any pending ticket charges (i.e. charges that have not been invoiced) for a Customer Organization. This is particularly useful if the Organization generates multiple tickets throughout the month but you prefer to invoice them on a monthly basis.

When Pending Ticket Charges show up, you can add all (or a subset) of them to your Invoice.

This is possible because back in Step 5 you checked the “Add Pending Ticket Charges” box and left the defaults in the dropdown menus:

Of course, you can change these values so that you only see Pending Ticket Charges for specific Ticket Statuses (e.g., “Resolved”), and to change the order of how they'll appear in the Line Items section of your Recurring Invoice.

If you want to see how this works, manually create a Ticket for the Organization your Recurring Invoice is for, then add some time to that Ticket using the Ticket Timer/Labor Log. (Tip: Make sure the Status is Charged.)

Step 7: Add Line Item Types for Recurring Invoices

Now you'll add some line items that replicate every time a new invoice is created. Syncro empowers you to customize a single invoice with different types of dynamic counters to ensure you never leave money on the table.

You'll find these options in the Recurring Type dropdown menu when you scroll down to the center of your Invoice.

Per Device

Per User

Other

Bills your customer Organizations based on the number of devices you manage for them.

Options include:

Asset Counter (with dynamic quantities based on Asset Type or a Saved Asset Search).
Policy Folder (with dynamic quantities based on selected Policy Folder).

Bills your customer Organizations based on the number of people under your management, or specific attributes or licenses for those people.

Select the “Customer Contact Counter” to dynamically count the Organization's Contacts/End Users.
If you use a Custom Contact Fields, you can also optionally select one.

If you have third-party/vendor integrations that support Universal Billing, select the “Vendor Usage Counter.” See also: Integrations & Marketplace Training Guide.

For flat fees, simply select the Standard Line Item option.

Watch this short video to learn more:

Familiarize yourself with the different Line Item Types for Recurring Invoices. Then, do at least one of the following:

Use the "Asset Counter" line item type to bill an Organization based on the number of devices you're responsible for.
Include a $7.00 charge in your Recurring Invoice for the Contacts/End Users who have remote access (i.e., Splashtop Work From Home) enabled.
Charge a specific rate for the assets in one of the Organization's Policy Folders (such as “Servers” or “Workstations”).

Step 8: Auto Charge for Recurring Invoices

When a payment processor has been enabled on your account and the Organization has a stored payment profile that you've set to auto bill, there's no need to manually add the pending ticket charges. All of this happens automatically so you can set it and forget it!

If you previously integrated a payment processor like Stripe to accept credit card payments, create a Stored Payment Profile for one of your Organizations. Then edit your Recurring Invoice and select it to automatically charge them. (Bonus: Learn about and create an Expiring Payment Profile Reminder.)

Next Steps

If you've completed these steps, you can bill your clients and get paid using Syncro!

To make sure you're adding charges for Parts to your Invoices, see Parts Orders.
Check out available documentation in the Invoices & Billing category.
Explore the other available Training Guides.

About the Reports Tab/Page

2024-06-24T19:47:10Z

Syncro provides a robust reporting module that can help you turn data into actionable insights.

You can schedule and download reports, select specific reports as your favorites, and even build your own customized reports using our Report Builders.

This document provides an overview of the information you’ll find in the Reports tab (also known as the Reports module).

Locate Syncro Reports

To access Syncro's full list of reports, click the Reports tab in the Syncro header. Or, you can navigate to Admin > Syncro Administration - Reports:

The Reporting page contains an action button bar (1), a search feature (2), a section for Report Builders (3), and additional sections of reports available in Syncro (4).

Report Builders are available for Internal Reports and Executive Summary Reports.

Additional sections include:

You can use the action button bar (1) to Favorite Reports, Schedule Reports, Download Reports, and view Import Results.

Favorite a Report

Note: There are some reports you can't save as Favorites. Before you begin (or if you have problems), you may want to check the Reports That Can't Be Saved As Favorites or Reports That Can't Be Saved After Filtering lists.

To save a report as a Favorite, follow these steps:

Navigate to the Reports page, then click the hyperlinked name of a report. (We'll use the Vulnerable Systems report from the RMM section as our example.)
Complete any fields to create the report so that it includes the data you want. (And if applicable, adjust settings so the report looks the way you want--e.g., order of rows, columns shown, etc.):
Click Run Report.
Click Save Favorite. The Save Report Favorite pop-up window appears:
Give the report a Name, and click Save Favorite.

Reports That Can't Be Saved As Favorites

Module	Report Name
(Customer) Organizations	Customer Export Customer Map
Email & SMS	Communications Summary Consumables Usage Inbound Emails Summary
Inventory	Inventory Changes Inventory Changes By Date Inventory Stockout Product Labels
Invoices	Invoice Export Line Item Export
Payments	Payments Summary Unsettled Payments
Profit & Loss	Charts
Sales	Sales Overview
Tickets	Recurring Tickets Resolved Tickets Ticket Export
Warranties	Warranties by Expiration Date

Reports That Can't Be Saved After Filtering

Module	Report Name
(Customer) Organizations	Customer Detail Referrals
Email & SMS	Communications Summary
Invoices	Refund
Sales	Payments by Day Sales Detail
Tickets	Reworked Tickets

Access Favorite Reports

After you've saved specific reports as Favorites, they appear:

At the top of the Syncro Reporting page for easy access:

When you click *Favorites at the top of the Syncro Reporting page:

This is also where you can Rename, Edit, and Delete your report favorites.

Schedule a Report

Note: Only people created as End Users and Syncro Users can receive reports you schedule.

To schedule a report, follow these steps:

Navigate to the Reports page, then in the upper right, click Scheduled Reports. The Scheduled Reports page/table displays.

Tip: You can also schedule most reports using the Schedule button that appears in the upper-right corner of the page Syncro displays after you click the specific report name ().
Click +New Scheduled Report:

Syncro displays the Create Report Schedule page:
In the NEW REPORT SCHEDULE section:

Enter a Name for the Scheduled Report.
Use the Reports dropdown menu to select the report you'd like generated.
Note: Syncro only supports scheduling the reports displayed in this menu.
Use the Report Date Range dropdown menu to select the timeframe you'd like to include data for in your report.
Specify the Frequency for the scheduled report.
Use the Run Next At calendar to pick a start date.
In the Email Body, enter any text you want to appear in the email sent when the Scheduled Report runs. You can use HTML tags, such as <strong>, to format the text.

Depending on your selection from the Reports dropdown menu, a CUSTOMER SELECTION may appear next:

You can Search for Organizations to add those whom you want to receive a copy of the report (specific to their data only).

Syncro will send the report to the main address assigned to the Organization. If you have any, you can add Organizations via Saved Organization Searches as well.

Notes:

Only Organizations/End Users that have the "Receive Report Emails" box checked will receive these emails. This setting is available when you create or edit an Organization.
If a customer qualifies for multiple copies of the same report (e.g., if duplicate Organization records or report schedules exist), Syncro will only issue the report once.

In the INTERNAL RECIPIENTS section, select any Syncro Users who should receive the Scheduled Report:

If desired, check the “Internal Use Only” box. When this box is checked, selected Organizations will only be used to create the content of the report; emails will only go to Syncro Users.
Click Save Report Schedule.

Download a Previously-Generated Report

Click Download in the upper right of the Syncro Reporting page to view a list of previously generated reports that you can download:

Tip: You'll often find reports that take a long time to generate (because they're large) here.

Click the hyperlinked report name in the File column to start a download. Click the red X at the far right to clear out any reports listed here.

View Import Results

Click Import Results in the upper right of the Syncro Reporting page to lists the results of all files that have been imported, along with links to those successfully imported:

You may have imported Organizations, End Users, and/or Products, and those will appear here.

Search for a Report

Just start typing and Syncro narrows down the list of reports to those matching what you type:

Your matching search term highlights in green.

Configure Security Groups

2024-05-06T14:55:04Z

Syncro lets you specify granular permissions for any Syncro Users who are not Global Administrators. These permissions define what these users can view, create, edit, and delete at an individual or category level.

A Security Group is a collection of individual permissions. Once you have created Security Groups, you can create and assign users to those groups so they can access and do only what you want them to.

Notes:

Global Admins cannot have security permissions imposed on them; they always have full access. All Global Admins can also delete other Syncro Users (including other Global Admins) and change billing information. Therefore, it's best practice to have the fewest number of Global Admins as possible—but at least two in case one accidentally gets locked out.
The Security Groups you initially see in your Syncro account are examples. By default, all your technicians belong to a “Technicians” security group. You can edit the example groups, or create new ones.

You can read on, or watch this short video to learn more:

Create a New Security Group

To create a new Security Group, follow these steps:

Navigate to Admin > Syncro Administration - Security Groups. The Security Groups table displays:

Click +New Group. The New Security Group page displays:

Enter a Name for your Security Group.
Select the Access Type for your Security Group.
Note: Most times, you'll leave the default Access Type of “All Customers,” which offers users wider access. Only switch to the “Select Customer” Access Type when there's a real need to prevent technicians from accessing the information of other Organizations. This Access Type has limitations in for what users in the group can see and do. Keep in mind that Security Groups are NOT a recommended way to divide up the work of your technicians by Organization. (For more information, see About Access Types.) If you do choose “Select Customers," you can then search for and move select Organization(s) to the Accessible panel using the Add → and ← Remove buttons in the list builder:

Check the boxes next to the permissions you want Users in this Security Group to have. Review all permissions to ensure users in this group can access and action the correct functions in Syncro.
Tips:

Use the "Check/Uncheck All Below" box, or the header box for a particular category of permissions (e.g. “Assets”) to quickly select/deselect multiple boxes.
The Select Customers access type lets you restrict user access to particular Organizations. For example, if the access type for your Security Group is “Select Customers” and you check the “Assets” permission box, users assigned to this Security Group will ONLY have access to the Assets for those Organizations. For more information, see About Access Types.

Click Create Group. Your new Security Group appears in the Security Groups table.
Create and Assign Users to your Security Groups.

About Access Types

Syncro has two access types: All Customers and Select Customers:

Access Type

Description

All Customers

Users in a Security Group that have this access type can see data/devices and change the selected security permissions for all of your Organizations.

Select Customers

Users in a Security Group that have this access type can see data/devices and change the selected security permissions for one or more specific Organizations.

You specify which Organizations using the Accessible section of the list builder, and the Organization's Security Groups dropdown:

This helps to ensure that potentially sensitive information is only accessible to users who need it.

IMPORTANT: Limiting Users to a subset of Organizations also limits their Syncro functionality. Users in a Security Group with this access type won't be able to use:

Billing & Invoicing
Chat
Calendar
Documentation
Leads
Mailer
Policies
Scripts (creation only; they can run scripts)

Edit, Copy, or Delete an Existing Security Group

From the Security Groups table, you can edit, copy, or delete and existing Security Group using the buttons:

Edit re-displays the Security Groups page in edit mode so you can make any permission changes.

Make Copy duplicates the permissions to so you can easily update a few permissions and then rename the group.

When you click the Delete (red X) icon, you'll be asked to confirm your choice. Keep in mind that deleting a Security Group impacts all Users assigned to the group, so you may need to make additional User to Security Group assignments.

Password Vault

2024-11-13T16:35:38Z

Note: This is a legacy integration. Syncro is no longer providing updates or support for this integration, and it may be deprecated in the future. If you haven't configured the Password Vault, you can add /apps/password_vault to your Syncro account URL to access this functionality and configure custom fields categorized as Secret.

The Password Vault is a secure place inside Syncro where you can store your important data such as credentials, passwords, or other sensitive info. Enabling the Password Vault will create a new Ticket Custom Field Type that will allow you to save sensitive data right in a custom field, while still being encrypted and secure.

You can read more about PGP encryption here.

About Password Vault

Password Vault:

Uses PGP encryption to securely encrypt sensitive info
Creates a new "Secure" custom field type for use in assets/tickets/customers
Requires the entry of the passphrase to view the data in the secure custom fields

Password Vault does NOT:

Recover a lost passphrase
Generate passwords/passphrases for you

Set Up Password Vault

IMPORTANT: This integration CANNOT be disabled once activated.

Navigate to Admin > App Center, then select the Password Vault App Card:

You will see the Password Vault settings page, which allows you to configure the vault.

Choose a passphrase you will use to secure the vault and enter it in twice. This is the passphrase used to unlock the vault whenever you need to view encrypted data, so make it something easy to remember but hard to guess:

Once you've chosen a passphrase, the button for the second step is enabled. Click it to print out a copy of your passphrase to keep as a backup in case it is forgotten. Once the second step button has been pressed, the green "Finally" button will enable.

IMPORTANT: If you lose the passphrase Syncro will not be able to recover your encrypted data and it will be permanently lost. Once the passphrase has been accepted, please be sure to print out a physical copy and keep it somewhere safe.

After printing out a copy of the passphrase and clicking the green Complete Generating Keys button, your private and public PGP keys will be generated for the system to use. This may take a few minutes, and once done your Password Vault settings page will be configured and display your public PGP key:

Use Password Vault

Configuring the Password Vault as shown above will add a new "Secret (encrypted)" Field Type for Ticket Custom Fields. You can add this new custom field to your Tickets to use the vault now that it is configured:

When you create a new Ticket, you will be able to select the new Custom Field Type that contains the "Secret (encrypted)" custom field you just set up. When this field is selected you will first have to unlock the field, type in the password, and then click the yellow "Save" button like so:

To view the encrypted custom field on the Ticket, navigate to the Ticket and click on the field itself. A pop-up will appear asking you to unlock the vault using your passphrase, and once it is entered you will be able to click on the custom field to view your data.

Change the Passphrase

To change the current passphrase, navigate to Admin > Integrations, then select the Password Vault app card.

You will first need to enter your current passphrase and then choose a new passphrase that is again easy to remember but hard to guess:

IMPORTANT: Syncro cannot recover your passphrase, so be sure to have a copy in a secure place.

About the Asset Details Page

2025-01-19T14:55:05Z

The Asset Details page displays whenever you’re viewing a specific Asset.

This document provides a high-level overview of what you’ll find on the various subtabs of an Asset's Details page.

Notes:

The information and options Syncro displays on an Asset's Details page depends on it's type: whether it's a Syncro Device or an an asset you've created (i.e., a User-Created Device). You can do more with assets of the “Syncro Device” type. Where relevant, differences are noted throughout this document.
Assets that are archived only display the System Info subtab for historical purposes and offer limited actions. For more information, see Archive an Asset.
Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

The Header Bar

The header bar (1) at the top of an Asset's Details page displays:

The Asset's Name. For Syncro Devices, you'll also see a status indicator and when offline, you can wake on LAN.
The actions button bar (2), which allows you to work with your asset.
The subtabs (3), with the currently selected one highlighted in gray. In addition to the default Overview subtab, User-Created SNMP assets also display the Monitoring tab. In addition to the Overview and Monitoring subtabs, Syncro Devices also display the System Info, Antivirus, Scripts, System Checks, Installed Apps, and Windows Patches subtabs.

The Actions Button Bar

For Syncro Devices, you'll see buttons to Remotely Access the Machine via Splashtop or Use Backgrounding Tools.

Both User-Created and Syncro Device asset types display an Edit button, as well as the Actions button menu:

New Ticket: Creates a Ticket assigned to the correct Organization, with the asset attached.
Chat: Initiates a Syncro Chat on the asset.
Broadcast Message: Displays a broadcast message on the asset.
Reboot: Sends a command to the Syncro agent to restart the asset.
Maintenance: Opens the Maintenance Mode pop-up window, where you will specify how long to mute alerts for the asset (such as offline alerts). The range is anywhere from 5 minutes to 7 days. Click Begin Maintenance to save.
Export Activity to CSV: Immediately generates and downloads a spreadsheet of the asset's activity.
Merge: Opens the Merge Asset pop-up window, were you can merge this asset with another one:

Click the Details dropdown to see specifically what will/will not be copied. Select the Destination Asset, then click Merge Assets.
Sync Asset Data: Immediately initiates a full asset sync. We sync different subsets of data from assets on three intervals—once every 15 minutes, 2 hours, and 6 hours. This action triggers the full 6-hour sync out of cycle so that any updates are immediately reflected in your Syncro instance once the sync completes. When performing this action you'll will see the following message: “A full asset sync has been queued. Please allow up to ten minutes for the sync to finish updating.” You'll need to refresh the page once the sync finishes to see any updates.
Archive: Removes the asset from all tables and views. The next time the asset checks in, the Syncro Agent will be uninstalled. This action is logged with a timestamped event based in the Recent Activity section. See also Archive an Asset.
Delete: Click to delete the asset.

Use the PDF button to view/print a PDF of the Asset Label (with barcode). The Print button sends that label instantly to your default printer.

The Subtabs

Overview

The Overview subtab is the default and displays several important pieces of information about the asset. It's divided into the left side panel and the main page area.

On the left side panel, you'll see a number of informational sections.

Owner Information

Displays Organization-level information related to the asset.

Click View or the hyperlinked Customer to open their Details page. Hover to the right their name to display the magnifying glass icon, which you can click to Quick Preview more information.
Click the Assigned Contact dropdown to select an existing end user to link to the asset. Alternatively, select the "+New User" option at the top of the list to create one in a pop-up window. When there is an Assigned Contact you can click the profile () icon to open their End User Details Page in a new browser tab.
Click “Customer Online Profile” to view their End User Portal.
Click “Customer Documentation Page” to view their Wiki page, or “New Documentation Page” to create one.

Asset Information

Displays the asset's details, including information that's automatically populated after you install the Syncro Agent on a device:

The "Last Sync" field is updated during a Large Sync, which is every 6 hours or when you force a sync.
To view more detailed information, click the System Info subtab.

Custom Fields

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. Any custom fields related to the asset (and their values) display in this section:

This video shows how one Syncro User uses scripts to extract useful data, which he then populates into custom asset fields:

See Custom Fields for Assets & Tickets for more information.

Notes & Attachments

Leave notes you want about the asset. Click directly into the text area and click Save when finished:

You can also upload and attach documents to this asset, as well as view or download any existing attachments. You can also make individual attachments visible (or not) in the End User Portal:

Change History

This section is only visible only to Admins. Click View History to expand for details:

In the main page area on the right side, you'll see the following sections:

Overview: Provides a quick-and-easy way to see what's happening with the asset. You can view the Effective Policy, as well as see status updates on monitoring, antivirus, and scripts:

Recent Activity: Syncro logs the following activities in the Recent Activity section of an Asset's Details Page, as well as in the Asset Activity Report:

Snippet: Asset Activities

Syncro logs the following activities in the Recent Activity section of an Asset's

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Tips:

For some activities, you can click Details to learn more. For RMM Alerts, View Alert will give you more data.
The Asset Activity Report provides the same information, but on a global level.

Ticket Log: View all Tickets associated with this asset. Click the ticket's Number to open that ticket:

System Info

The System Info subtab displays a plethora of information about the asset, organized into categories:

Click any link on the left side to jump to that section on the right, or simply scroll the page.

Note: For more information the Warranty section, see Asset Warranty Tracking.

Monitoring

The Monitoring subtab displays the current status of Windows Updates, Monitoring Activity, and the current status of various Triggers:

Triggers are the conditions the Syncro Agent checks on the asset. Triggers are updated after live as long as the asset is online. If a Trigger is activated, the green light turns red, and you'll see it in the Monitoring Activity section.

The Triggers are:

Recent Blue Screen: Checks for any BSOD occurrences.
Antivirus Installed: Checks the Security Center for an installed AV software.
Hard Disk Drive (HDD) Fragmentation: Checks WMI DefragAnalysis to see if a defragmentation is needed.
Firewall Enabled: Checks the state of Windows Firewall and reports if it's disabled.
Recent Application Crashes: Checks for application crash logs.
Low Hard Drive Space: Checks for low storage space (defaults to less than 15% free space) on the system drive. You can configure this threshold on a Policy.
Hard Drive (HD) SMART Failure: Runs a standard SMART test on the system drive.
Device Manager Issues: Checks for any installed devices with a status other than “This device is working properly.”

Antivirus

The Antivirus subtab displays the current live status of the asset's Managed Antivirus (MAV), along with up-to-date scan log information:

When MAV is enabled, Syncro ensures that the antivirus is always installed, running, and up-to-date. Syncro also schedules regular scans, and pulls any logs resulting from those. If malware is found, Syncro can notify you.

Scripts

With Syncro, you can easily run PowerShell and Batch Scripts, either immediately or on a schedule. Once a script is finished running, Syncro will upload a log containing the output of the script. See Manage Scripts for more information.

The Scripts subtab helps you monitor and manage your scripts for the asset. It displays the active Script Queue and a History of scripts that have been run with the result (e.g., Success) and date completed. You can also view the Script Output or Rerun a Script from the Script History.

On this subtab you can also Create New scripts, View All Scripts, access Favorites, and Add scripts to the Queue:

To run a script on the asset, follow these steps:

Click +Add to Queue. Syncro displays the Run Script pop-up window.
Optionally select a Category to narrow the list of scripts.
Select the Script you want to run.
Select the Frequency: Run Once or Run Repeatedly.
Select whether to Run Now or Scheduled. (Select a date and time for Scheduled.)
Optionally check the “Skip Offline Assets” box.
Click Run. Syncro either runs the script immediately, or adds it to the queue to run later.

System Checks

Note: While System Checks can be useful, we encourage you to Enable SNMP on an Asset instead.

The System Checks subtab displays any scheduled Pings or Web Server checks you want to create.

If the host cannot be reached and fails the test, you will receive an RMM alert. (You can configure this in the Notification Center.)

Watch this short video to learn more:

When a system check alert fires, the system_check_trigger Condition can be used as the Trigger Category in an Automated Remediation.

Installed Apps

The Installed Apps subtab displays a list of all installed apps on the asset, along with the Name, Vendor, Version, and Installed On date. You can sort and search for installed apps here too:

Windows Patches

The Windows Patches subtab displays Missing, Failed, Rejected, and Recently Installed Patches. You can take actions like Install missing patches or view information about those recently installed.

For more information, see Windows Updates on Assets and Windows Update Management.

About the Cloud Backup Dashboards

2025-08-17T20:29:40Z

In addition to the information that's shown in the Cloud Backup section on any Syncro Tenant's Details Page, the Backup Portal has two dashboards: one for Microsoft 365 and one for Entra ID.

Tip: Once you're in the Backup Portal, use the keypad () icon in the upper left to switch between Cloud Backup for Microsoft 365 and Cloud Backup for Entra ID.

Microsoft 365 Dashboard

The Microsoft 365 dashboard displays tiles for each of the Services available for backup. Each tile has an indicator on the far right that lets you know know whether each service is currently being included in the backup (i.e., the green dot).

Each tile displays the number of Users, the Last Backup timestamp, the Total size of the backup, and the number of Items. The chart below the tiles shows you how the service capacity is being distributed and your storage usage trend.

Tip: Remember that once enabled, backups are automatically scheduled to run twice a day.

Entra ID Dashboard

The Entra ID dashboard is similar to the Microsoft 365 one. This dashboard categorizes Entra ID objects (Users, Groups, Roles, Policies, and more) into clear, actionable groups.

On the left side you'll see the Operational Status, which hopefully is at a shiny green, 100% protection.

Remember that once enabled, backups are automatically scheduled to run twice a day.

But since configuration errors are a leading cause of cloud outages, you can trigger an on-demand backup for Entra ID objects instantly. Before you push a major policy change or reconfigure group memberships, click Trigger Backup to take a manual snapshot, ensuring you have a "clean" state to return to if things don't go as planned.

In the additional tiles, you'll see exact object counts and timestamps of the most recent backup for every category at a single glance, so you have the data to prove your clients are protected.

Work with Network Discovery Profiles

2025-05-22T13:47:13Z

Network Discovery is a powerful feature that allows you to quickly identify network devices without manual intervention or third-party scanning tools. You can then quickly bring discovered devices under management in no time.

Syncro Users with appropriate security permissions can create customized Discovery Profiles with scheduling options that minimize impact on business operations. The Discovery Profiles automatically scan and discover any devices connected to the network where a Syncro Agent is already operating, including workstations, servers, printers, scanners, and other network-enabled devices.

Once additional devices are discovered, the Network Discovery feature facilitates Syncro Agent installations and assists in manual asset creation, streamlining the entire network management process. For example, you can use the Network Discovery feature to easily onboard new Organizations. Simply install one Syncro Agent, run a scan, then easily deploy the Syncro Agent to all of the discovered devices!

Thus, Network Discovery significantly reduces onboarding labor, improves data quality, enhances regulatory compliance, and minimizes potential human errors in asset management.

Notes:

The Network Discovery feature provides a distinct network ping to identify active devices. You'll still need to use existing SNMP functionality for manually-created assets, as well as the monitoring capacity of the Syncro agent.
Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

This document describes how to create Network Discovery Profiles. Read on, or watch this short video to learn more:

Prerequisites

Network Discovery is available on Syncro's Team Plan. No additional installation is required to use it.
If you're on the Team Plan but don't see the top-level Network Discovery tab, click your User Profile Menu, then select Tabs Customization to add it. Reload the page to see the changes.

Create a Network Discovery Profile

To discover assets, you'll create a Network Discovery Profile for each Organization.

You can do this from the top-level Network Discovery tab in the primary navigation bar (where you'll be given an option to select the (Customer) Organization), or from a specific Organization's “Network Discovery” subtab.

To create a Network Discovery Profile for a specific Organization, follow these steps:

Navigate to the Organizations tab.
Click the Customer Organization's name to open their Details Page.
Select the "Network Discovery" subtab. The Network Discovery table displays with the Profiles view selected:
Click +New Profile. Syncro displays the Network Discovery Profile pop-up window.
Complete the fields to set up your profile. See Discovery Profile Fields Reference for details.
Click Save & Run Now. The new profile appears in the table with a Status of “In Progress.”
Note: You can cancel the scan before it finishes if you need to.
When the table refreshes and the Status changes to “Complete,” click “Devices” to view the discovered devices:
Act on Network Discovered Devices.

Discovery Profile Fields Reference

Here's a description of each of the fields you'll see when creating or editing a Network Discovery Profile:

Discovery Profile: A descriptive name. The Discovery Profile name must be unique for the selected Organization.

Primary Network Node: The name of an asset on the Organization's network that has the latest version of the Syncro Windows Agent installed. Syncro uses this asset as a starting point/probe for the discovery process.

The Primary Network Node must be a device with the Syncro Windows Agent installed. Ideally, this device is online often. At this time, Syncro also only supports remote installs of the Syncro Agent on discovered devices running the Windows OS. See also Act on Network Discovered Devices.
As long as the Primary Network Node is connected to the same VPN as a device, then it will be discoverable.

IP Range/Subnet: An IP address range or subnet for the discovery profile to scan, in CIDR notation (e.g., 192.168.1.0/24). When you click the +, Syncro will validate your entry and add it to a list beneath this field. You can use a wildcard here, e.g.: 10.100.77.*. Please ensure the nodes for discovery have access to the selected subnets.

SNMP

SNMPv2 & v1: Click this toggle On to use SNMP version 1 or 2. You'll then need to complete the following fields:

Community String: Community String for SNMP v2 authentication. The default is “public.”
SNMP Port: This is the port the SNMP asset listens on for SNMP-related traffic. This defaults to port 161.

SNMPv3: Click this toggle On to use version 3 of SNMP. You'll then need to complete the following fields:

Username (required): A string to act as the username. This can be unique per device or shared across devices. The recommended username is syncroSNMPuser.
Authentication Protocol (required): The authentication mechanism (SHA, MD5, etc.) that ensures the identity of the user is verified before allowing access. You MUST also supply an authentication password.
Authentication Password (required): Any secure password.
Encryption (required): The method used to encrypt the SNMP data that travels back and forth (AES, DES, etc.). You MUST also supply an encryption password.
Encryption Password (required): Any secure password.
Context Name (optional): This is a way to divide a device into multiple "logical views, if desired. For example, when there are multiple virtual routers or multiple MIB databases inside the same device.

Agent Installation

Credentials: For managing remote agent installs, the domain admin credentials with remote access rights over the network.

By default, Syncro uses existing credentials you select from the Credentials dropdown menu.
Select “Create New” to supply new credentials (i.e. a username/password) instead.

Notes:

You need appropriate Syncro user permissions to view and/or create credentials.
Credentials are needed to remotely install the Syncro Windows Agent on discovered devices.
You can use credential store entries to populate credentials. Discovery profiles may also hold credentials associated with them without adding them to the credential store, if desired.

Policy Folder: An existing Policy Folder.

Discovery

Set Recurring: Click the toggle to the On position to make the discovery profile recurring. Then click to specify a Discovery Time of Daily, Hourly, or Weekly. For Daily you'll specify a time in your Syncro account's current time zone; for Hourly, a frequency of 2, 4, 6, 8, or 12; for Weekly, one or more days of the week and the time of day.

Notify About New Devices: Click the toggle to the On position enable notifications. IMPORTANT: You must also specify values for the “Network Discovery - Device Discovered” event in your relevant Notification Sets.

Edit or Delete a Network Discovery Profile

Any Network Discovery Profiles you've previously created display in the Network Discovery table in the “Profiles” view.

To edit or delete an existing Network Discovery Profile, follow these steps:

Navigate to the Network Discovery table.
Tip: You can get here from either the Organization's Details Page's “Network Discovery” subtab, or from the Network Discovery tab in the primary navigation bar.
Be sure you're in the “Profiles” view:
Click the vertical ellipsis icon () in any row.
Select “Edit Profile” to edit the profile, or “Delete” to remove it. (Syncro will ask you to confirm deletions.)

Configure Notifications for Newly Discovered Devices

To receive notifications about newly discovered devices, you must do two things:

Specify values for the “Network Discovery - Device Discovered” event in your relevant Notification Sets.
Toggle the “Notify About New Devices” to the On position when you create or edit your Discovery Profile(s).

Manually Start a Network Discovery

Any Network Discovery Profiles you've previously created display in the Network Discovery table's “Profiles” view.

Regardless of whether an existing Network Discovery Profile is recurring, you can run a scan using it at any time.

Navigate to the Network Discovery table. Be sure you're in the “Profiles” view:

Tip: You can get here from either the Organization's Details Page's “Network Discovery” subtab, or from the Network Discovery tab in the primary navigation bar.
Click Run Now in any row. The discovery profile you've started the scan for displays a Status of “In Progress.”
Note: You can cancel the scan before it finishes if you need to.
When the table refreshes and the Status changes to “Complete,” click “Devices” to view the discovered devices:
Act on Network Discovered Devices.

View Discovered Network Devices

Once a Network Discovery Profile has been run, you can view the results of the scan.

Navigate to the Network Discovery table. You'll be in the “Profiles” view:

Tip: You can get here from either the Organization's Details Page's “Network Discovery” subtab, or from the Network Discovery tab in the primary navigation bar.
Click “Devices” to switch to that view.

If you got to the table from the . . .	You'll see discovered devices for:
Organization's Details Page's “Network Discovery” subtab	All profiles you've created for this Organization.
Network Discovery tab in the primary navigation bar	All profiles set up across your Syncro account.

Alternatively, you can click the vertical ellipsis icon () in any row from the "Profiles" view and select “View Results.”

See also: About the Network Discovery Table.

Cancel an In-Progress Network Discovery

While a Network Discovery Profile has a Status of “In Progress,” you can stop it before it completes. This can be useful if, for example, you accidentally begin a scan using the wrong subnet.

Navigate to the Network Discovery table. Be sure you're in the “Profiles” view:

Tip: You can get here from either the Organization's Details Page's “Network Discovery” subtab, or from the Network Discovery tab in the primary navigation bar.
Click Stop Now in any row with a status of “In Progress.” The discovery profile you've cancelled the scan for displays a Status of “Stopped.”

Disable & Uninstall Splashtop

2024-11-25T18:49:08Z

Note: This document has been imported from the former KB and has not yet been verified.

To disable Splashtop, turn it off per policy using the Syncro Policy Builder's Remote Access section:

This disables the remote access button by unchecking the “Allow Technicians Remote Access To Assets On This Policy” checkbox.

IMPORTANT: Disabling Splashtop by unchecking that box does not remove it.

If you want to uninstall Splashtop, we recommend running an uninstall Script in the Syncro Community Library.

Additionally, Splashtop provides this cleanup tool if the software was not fully uninstalled properly.

Security Permissions Reference

2024-10-06T16:20:01Z

Various areas of Syncro are controlled by what Syncro Users have permissions for; this includes what they can see and what actions they can perform. With the exception of Global Administrators, permissions are defined for most Syncro Users as part of their belonging to a Security Group.

About Global Administrators

The person who first created a Syncro Trial account is the first Syncro User and therefore the first Global Admin. Global Admins cannot have security permissions imposed on them; they always have full, unrestricted access to all areas of a Syncro account. Users with this permission can:

View and Manage Your Subscription: This includes managing billing information and viewing invoices.
Access All Features: Gain full access to every feature, module/tab, page, and setting within the platform, including sensitive financial and security data. Global Admins can also delete other Syncro Users (including other Global Admins).
View Full Change History: Access a comprehensive audit of all actions and changes made across all applicable modules.
Access the App Center: To enable/disable trials, additional subscriptions, and integrations at the account level.

This is the highest level of access and should be granted with caution. It's a best practice to have the fewest number of Global Admins as possible—but at least two in case one accidentally gets locked out. To specify another Global Admin, check the box in the Security Permissions section of a Syncro User's page:

Additionally, Syncro Users must have at Global Administrator-level permissions to access the Admin portion of Syncro (where the Security Groups and individual permissions below are specified).

Security Groups are available under Admin > Syncro Administration - Security Groups. Whenever you click +New Group or edit on an existing group, Syncro presents you with the following list.

Individual Permissions List

For Access Type: All Customers

API Tokens

Manage: When checked, Syncro Users can generate API tokens that can be used for third party apps, or to GET/PUT information through the API. (We recommend only enabling for power users, since nearly all available permissions are enabled.)

Appointments

View All (See-Own Never Restricted): When checked, Syncro Users have access to all calendars. (If unchecked, they will only see their own calendar.)

Asset Custom Fields

Create: When checked, Syncro Users can create new custom Asset fields.
Delete: When checked, Syncro users can remove any existing custom Asset fields.
Edit: When checked, Syncro Users can modify the existing custom Asset fields.
View: When checked, Syncro Users can access the “Asset Types” option from the View menu on the Assets & RMM page, allowing them to see the list of custom Asset Types. From there they can click the “Manage Fields” link to see the individual custom Asset fields.

Assets

Allow Backgrounding Tools: When checked, Syncro Users can use utilize the background feature across assets. This feature provides remote-in and silent functionality across all endpoints.
Allow Installation of Rejected Patches: When checked, Syncro Users can manually install rejected patches in the Windows Patches subtab on the Asset's Details page. These rejects are specified in the windows update policies that are assigned to the endpoint. This requires the permission “Install Windows Patches Manually” to work properly.
Allow Remote Access: When checked, Syncro Users can click the Remote Access button on assets to initiate a remote session with Syncro's built-in Splashtop feature. However, the steamer will only initiate properly if enabled at the assets assigned policy.
Archive: When checked, Syncro Users can decommission devices from active use while maintaining historical visibility across tickets, alerts, and reports.
Assets Pending Approval: When checked, Syncro Users can approve assets during their first check-in, after the installation of Syncro's monitoring agent. For Global Admins the Asset Approval setting for the account is managed in Admin > RMM Settings - Preferences.
Broadcast Message: When checked, Syncro Users can make a pop-up message appear directly on End Users' devices. This function is performed from the Asset's Details Page, or bulk queued across a number of endpoints from the Actions button menu in the Assets & RMM module.
Bulk Script Execute: When checked, Syncro Users can bulk action execute scripts across the assets specified in a Saved Asset Search or from the Assets & RMM module. This requires the permissions “Assets - List/Search" and "Scripts - Execute” to work properly.
Create: When checked, Syncro Users can create manual assets.
Delete: When checked, Syncro Users can delete manually created assets as well as Syncro-managed endpoints.
Edit: When checked, Syncro Users can edit asset details, which include the assigned Organization, friendly name, custom fields, etc.
Edit Policy ($): When checked, Syncro Users can edit the policy tree at the Organization level and thereby assign policies to assets of that Organization. For the full list of policy permissions, see also Policies further down on the Security Group page.
Install Windows Patches Manually: When checked, Syncro Users can manually queue and execute updates from an Asset's Windows Patches subtab. (If this security group provides permissions for the “Vulnerable Systems” and “Missing Patches by KB” reports, they will also be able to bulk queue installs from those tables.)
List/Search: When checked, Syncro Users can search and view the list of Assets.
Re-Enable Archived Assets: When checked, Syncro users can re-enable archived assets so that they will once again appear in active asset lists and other core functions.
Reboot: When checked, Syncro Users can queue a forceful reboot on Syncro-managed endpoints.
View Archived Assets: When checked, Syncro Users can view the tickets, alerts, and reports associated with decommissioned assets.
View Details: When checked, Syncro Users can view each Asset's Details page.
View Thumbnail: When checked, Syncro Users can see a snapshot image of the desktop from that Asset's Details page. This image updates every 1-5 minutes. (For this to work properly, a Global Admin must ensure the Thumbnail image setting is not disabled in Admin > RMM Settings - Preferences.
Wake On Lan: When checked, Syncro Users can wake up assets that are asleep or powered off entirely through Wake On Lan from the Asset's Details Page.

Automated Remediation

Create: When checked, Syncro Users can create new automated remediation rules.
Delete: When checked, Syncro Users can delete existing automated remediation rules.
Edit: When checked, Syncro Users can modify existing automated remediations.
List: When checked, Syncro Users can view and search the list of automated remediations.

Chat

Module Enabled: When checked, Syncro Users can see and access the Chats tab/module.
Pick Up Unassigned Chats: When checked, Syncro Users can select/work any unassigned chats.
Reassign: When checked, Syncro Users can reassign any chat that's already assigned to another Syncro User. (This may be a Tech that works dispatch, or an Admin, for example.)
Show All Chats: When checked, Syncro Users can view all chats in the Syncro account.
Start New: When checked, Syncro Users can start a chat with an End User.
Take Over Assigned Chats: When checked, Syncro Users can reassign a chat to themselves. (This can be useful if a Tech is out of the office or if an issue needs to be escalated.)

Chat History

Mine Only: When checked, Syncro Users can view chat history only for chats they were originally assigned.
View All: When checked, Syncro Users can view all chat history in the Syncro account.

Cloud Backup

Configure Backups: When checked, Syncro Users can enable Microsoft 365 and Entra ID backups for Syncro Tenants (which adds billable users and can increase your monthly charges), initiate backups, edit backup settings, and disable backups.
Restore & Manage Backup Data: When checked, Syncro Users can restore Microsoft 365 and Entra ID data (per Service), access the Users list, and view Alerts, Audit Logs, and the Task Manager.

Contacts

Export: When checked, Syncro Users can export the Contacts/End Users associated with an Organization.
Import: When checked, Syncro Users can import Contacts/End Users for an Organization.

Contact Tags

Create: When checked, Syncro Users can create new Contact/End User tags.
Delete: When checked, Syncro Users can delete existing End User tags.
View: When checked, Syncro Users can view the tags are assigned to End Users.

Contracts

Delete: When checked, Syncro Users can delete contracts.
Edit: When checked, Syncro Users can modify existing contracts.
List/Search: When checked, Syncro Users can search and view the list of contracts.

Credentials

Delete: When checked, Syncro Users can delete credentials for Organizations and End Users.
Edit: When checked, Syncro Users can edit/update Organization/End User credentials.
New: When checked, Syncro Users can add Organization/End User credentials.
View: When checked, Syncro Users can see all Organization/End User credentials.

Customer Mapping

Edit: When checked, Syncro Users can view, edit, and delete mappings on the Vendor to Customer Mapping page. This is part of the Universal Billing feature.
View: When checked, Syncro Users can view the Vendor to Customer Mapping page, which is part of the Universal Billing feature.

Customer Purchase

Add Manual Product: When checked, Syncro Users can add a manually created inventory item to a purchase.
Create: When checked, Syncro Users can create a Customer Purchase order.
Override Retail: When checked, Syncro Users can override the default retail price of an serialized item received by a Customer Purchase.
Undo Payment: When checked, Syncro Users can undo payment on a Customer Purchase.

Customer Tags

Create: When checked, Syncro Users can create new Customer Organization tags.
Delete: When checked, Syncro Users can delete existing Organization tags.
View: When checked, Syncro Users can view the tags assigned to Organizations.

Customers

Archive: When checked, Syncro Users can archive a Customer Organization.
Create: When checked, Syncro Users can create a new Organization.
Delete: When checked, Syncro Users can delete a Organization.
Disable Scripting: When checked, Syncro Users can disable all scripting on Assets associated with the Organization.
Edit: When checked, Syncro Users can edit the Organization's profile details.
Edit Block Hours: When checked, Syncro Users can edit block/prepay hours.
List/Search: When checked, Syncro Users can see a list of all Organizations in the Syncro account.
Manually Run Scripts When Disabled: When checked, Syncro Users can override and run scripts against Organization assets when “Disable Scripting” is enabled.
Merge Customer: When checked, Syncro Users can merge Organizations.
Remote Access Enable: When checked, Syncro Users can turn on remote access for Organizations and End Users. (This comes with a charge.)
View Detail: When checked, Syncro Users can view the Organization's Details page.
View Total Invoiced: When checked, Syncro Users can view the total Invoice amounts due from Organizations.

Documentation

Allow Usage: When checked, Syncro Users can view and use existing documentation.
Create: When checked, Syncro Users can add new documentation.
Delete: When checked, Syncro Users can delete documentation.
Edit: When checked, Syncro Users can edit existing documentation.

Estimates

Create: When checked, Syncro Users can create new estimates.
Delete: When checked, Syncro Users can delete estimates.
Edit: When checked, Syncro Users can edit existing estimates.
List/Search: When checked, Syncro Users can search and view the list of estimates.
View Details: When checked, Syncro Users can view estimate details.

Google Cloud Printers

Edit: When checked, Syncro Users can configure or manage Google Cloud Printer settings.

Invoices

Change Assignee: When checked, Syncro Users can change the assigned End User for the invoice.
Create: When checked, Syncro Users can create new invoices.
Delete: When checked, Syncro Users can delete invoices.
Edit: When checked, Syncro Users can modify existing invoices, including individual Line Items.
List/Search: When checked, Syncro Users can search and view the list of invoices.
Refund: When checked, Syncro Users can process refunds linked to invoices.
View Details: When checked, Syncro Users can view invoice details.

Leads

Delete: When checked, Syncro Users can delete Leads/incoming emails.
List/Search: When checked, Syncro Users can view and search for Leads/incoming emails.

Line Item

Add Manual Item for Invoices/Estimates: When checked, Syncro Users can add manual line items to invoices or estimates.
Apply Discount: When checked, Syncro Users can apply discounts to line items.
Edit Prices: When checked, Syncro Users can make price adjustments on line items.
View Cost: When checked, Syncro Users can view the cost details of line items.

Logistics

Delete (Big Chains): When checked, Syncro Users can delete logistics records for large chains.
List/Search (Big Chains): When checked, Syncro Users can search and view the list of logistics records for big chains.
View/Modify (Big Chains): When checked, Syncro Users can view and modify logistics details for big chains.

Marketr

Edit Campaigns: When checked, Syncro Users can edit campaigns in the Mailer module.
View Campaigns: When checked, Syncro Users can view campaigns in the Mailer module.

Microsoft

Block Or Unblock User Sign In: When checked, Syncro Users can block a user from signing into their account and all connected Microsoft services and restore/allow that user's access when appropriate.
Reset User MFA: When checked, Syncro Users can reset the user's MFA methods in Microsoft.
Reset User Password: When checked, Syncro Users can reset the user's password in Microsoft.
Revoke User Sessions: When checked, Syncro Users can sign a user out of all active Microsoft 365 services.

Network Discovery

Create New Profile: When checked, Syncro Users can create network discovery profiles (i.e. it enables the +New Profile button).
Delete Profile: When checked, Syncro Users can delete existing network discovery profiles. If not enabled, the Syncro User will not see deletion options.
Edit Profile: When checked, Syncro Users can modify existing network discovery profiles. If not enabled, the Syncro User will not see edit options.
Run Profile: Syncro Users with the “Create” permission are automatically allowed to run a discovery. Syncro Users with Run (but not Create) permission can run discoveries for existing profiles but can't create new ones. If the Syncro user has neither Run nor Create permissions, the “Run” and "Save and Run" buttons are disabled.
View Profile: When checked, Syncro Users can view network discovery profiles. If not enabled, the Syncro User cannot use the Network Discovery feature. Syncro Users with this permission can also view the devices discovered with those profiles.

POS

Allow Usage: When checked, Syncro Users can access to the POS Module.

Parts Orders

List/Search: When checked, Syncro Users can access to the Parts module overview page, as well as view and search the list of part orders.
View: When checked, Syncro Users can view individual part orders.

Patching Dashboard

Note: The Windows Patching Dashboard also requires that a Syncro User has the “Assets: List/Search” permission. To be able to take actions on rows in the Patch Instances table, the following permissions may also be required:

Assets: Allow Installation of Rejected Patches
Assets: Reboot
Assets: Install Windows Patches Manually

View: When checked, Syncro Users can access the Windows Patching Dashboard by URL and via the tab in the primary navigation bar.

Payments

Clear (Un-Apply): When checked, Syncro Users can to remove payments from invoices.
Create: When checked, Syncro Users can create new payments.
Delete: When checked, Syncro Users can delete payment records.
Edit: When checked, Syncro Users can modify existing payment records.
Refund: When checked, Syncro Users can process refunds.
Verify: When checked, Syncro Users can verify payments.
View List: When checked, Syncro Users can view the list of payments.
Void: When checked, Syncro Users can void payments.

Pending Orders

View All: When checked, Syncro Users can access to the pending orders page in the Products and Services module.

Policies

Delete: When checked, Syncro Users can delete policies. (The “List” permission must also be enabled for this to work properly.)
Edit ($): When checked, Syncro Users can modify policies from the Policies Module.
Edit Attended/Unattended: When checked, Syncro Users can edit the Syncro Remote Access setting called “Require Client Permission For Remote Access” in Policies. (If this Syncro User is assigned to only “Edit ($),” this is the only setting they are unable to make changes to unless “Edit Attended/Unattended” is also enabled.)
List: When checked, Syncro Users can view the entire policy list in the Policies module.
New: When checked, Syncro Users can create and configure new policies.

Products

Create: When checked, Syncro Users can create new Products and Services.
Edit: When checked, Syncro Users can modify existing Products and Services.
Edit Quantities: When checked, Syncro Users can adjust product inventory quantities (Non-Serial Only).
List/Search: When checked, Syncro Users can view and search in the Products and Services module.
Manage Upsell Opportunity Items: When checked, Syncro Users can manage upsell-related items.
View Cost: When checked, Syncro Users can view cost details of products.

Purchase Orders

Delete: When checked, Syncro Users can delete a Purchase Order.
Edit: When checked, Syncro Users can edit an existing Purchase Order.
List/Search: When checked, Syncro Users can access the Purchase Order overview page in the Products and Services module, as well as view and search the list of Purchase Orders.
View Details: When checked, Syncro Users can access individual purchase order details.

RMM Alerts

Clear/Manage: When checked, Syncro Users can manage and clear alerts. (Clearing alerts allows the alert to fire again as necessary; Syncro will retain the original record for historical tracking.)
Create: When checked, Syncro Users can generate RMM alerts that were specified from a script executed from in the script library.
Delete: When checked, Syncro Users can delete RMM alert records. (Deleting alerts allows the alert to fire again as necessary; the alert will generate as a new record and will no longer be associated with the original record.)
List: When checked, Syncro Users can view the entire open and muted alerts list in the Assets & RMM module.

Recurring Invoices

Delete: When checked, Syncro Users can delete recurring invoices.
Edit: When checked, Syncro Users can edit recurring invoice templates.
List: When checked, Syncro Users can view the list of recurring invoices.
New: When checked, Syncro Users can create new recurring invoices.

Recurring Tickets

Create: When checked, Syncro Users can create new recurring ticket schedules.
Delete: When checked, Syncro Users can delete recurring ticket schedules.
Edit: When checked, Syncro Users can modify existing recurring ticket schedules.
List: When checked, Syncro Users can view and search the list of recurring tickets.

Registers

Delete Adjustments: When checked, Syncro Users can delete adjustments.
List Adjustments: When checked, Syncro Users can view the registers list of drawer adjustments.
New Adjustment: When checked, Syncro Users can create a new drawer adjustment for a Register.
Open/Close: When checked, Syncro Users can open and close the register.

Reports

View: When checked, Syncro Users can view Reports.
(Toggle Granular Reports List): Click this link to open the list of available reports. Then check each box next to the report you want the Syncro User to have access to.

Note: Global Admins must also ensure that the Reports module is enabled in the Tabs Customization so that non-Global Admin can navigate to the Reports module.

SNMP

Generate OID Recipe Links: When checked, Syncro Users can generate Public OID recipe links.
Import Public OID Recipe Links: When checked, Syncro Users can import OID Recipes using a public link.

Script Categories Access

Your selections in the Scripts section (see below) are either applied to "All Categories" or "Select Categories," depending on your radio button selection here. If you choose "Select Categories," use Add > and/or < Remove to select the specific Script Categories to which your selected Scripts permissions will apply.

Scripts

Delete: When checked, Syncro Users can delete a script record. (The “List” permission also needs to be enabled for this to work properly.)
Edit: When checked, Syncro Users can modify existing scripts.
Execute: When checked, Syncro Users can execute scripts from the library across your asset fleet.
Favorite: When checked, Syncro Users can mark commonly-used scripts as favorites. This sorts the scripts at the top of searches for quick selection.
List: When checked, Syncro Users can access to the Scripts module, where they can view all the available scripts in your library.
New: When checked, Syncro Users can create and add new scripts to your library.

Snail Mail

Send ($): When checked, Syncro Users can send snail mail (with associated costs).

Stock Takes

Access: When checked, Syncro Users can access the Stock Take feature for inventory tracking and reconciliation.
Allow Manual Entry: When checked, Syncro Users can manually adjust stock quantities during stock take.
Lists: When checked, Syncro Users can view a list of stock takes.
Reconcile: When checked, Syncro Users can reconcile discrepancies identified during stock takes.

Ticket Attachments

View: When checked, Syncro Users can view files and attachments associated with tickets.

Ticket Canned Responses

Manage: Check this box to display the “Modify” button for techs in the Insert Canned Response pop-up window. This allows them to view and modify your list of Canned Responses.

Ticket Comments

Note: Ticket comments are also referred to as Ticket Communications.

Delete: When checked, Syncro Users can delete any comment on a ticket.
Delete ‘Their Comments’ (They Created): When checked, Syncro Users can delete any comments they created on a ticket.
New: When checked, Syncro Users can write comments.

Ticket Custom Fields

Manage: When checked, Syncro Users can create, modify, and delete custom fields on tickets.

Ticket Parent-Child

Edit: When checked, Syncro Users can create parent-child associations between tickets and unlink existing associations.

Ticket SLA

Edit: When checked, Syncro Users can change the Ticket's associated SLA.

Ticket Tags

Create: When checked, Syncro Users can create new ticket tags during ticket creation or on existing tickets.
Delete: When checked, Syncro Users can delete existing ticket tags from their associated details page.
View: When checked, Syncro Users can view the tags added on the ticket.

Ticket Timers

Add For Another Technician: When checked, Syncro Users can input a ticket timer entry on behalf of another technician.
Overview: When checked, Syncro Users can view ticket timers and start, update, delete, and charge for a ticket timer entry.
Toggle Time Entry Billable State: When checked, Syncro Users can charge Organizations for ticket timer entries.

Ticket Views

With the appropriate security permissions, you can control which Ticket Views are displayed (and specify the order they're shown) in the Tickets Views dropdown menu, and even restrict your team's ability to create new Ticket Views.

Create: When checked, Syncro Users can create new Ticket Views.
Delete: When checked, Syncro Users can delete existing “Public” Ticket Views and their own “Private” Ticket Views.
Edit: When checked, Syncro Users can edit existing “Public” Ticket Views and their own “Private” Ticket Views.
Manage Team Views: (Available on the Syncro Team Plan only.)

Allows a Syncro User to manage the “Ticket Views” of other Users in the account, including for those who don't have Create permissions. For example, a best practice for MSPs who have technicians who work on specific types of Tickets is to not give those technicians Create, Edit, or Delete Ticket View permissions, then set up a Ticket View to isolate the tickets they should work on, make that view the default, and possibly make it the only view available.

Syncro Users with this permission setting can also control Pinned Views and the Sort Order.

My Sort: When checked, Syncro Users can change the sort order of their “Ticket Views” dropdown menu.
Pin: When checked, Syncro Users can choose if a Ticket View is displayed in their "Ticket Views" dropdown menu.

Ticket Workflows

Manage: When checked, Syncro Users can create, modify, and delete ticket workflows.

Ticket Worksheets

Add: When checked, Syncro Users can add new worksheets to tickets.
Add Ad-Hoc: When checked, Syncro Users can create and attach ad-hoc worksheets directly to tickets.
Delete: When checked, Syncro Users can delete worksheets from tickets.
Edit Ad-Hoc: When checked, Syncro Users can modify ad-hoc worksheets attached to tickets.
Manage: When checked, Syncro Users can manage all aspects of ticket worksheets, including configuration and assignment.

Tickets

Create: When checked, Syncro Users can create new tickets.
Delete: When checked, Syncro Users can delete existing tickets.
Edit: When checked, Syncro Users can edit existing ticket content, change ticket status, assign users, split tickets, add line items, and perform other ticket modifications.
List/Search: When checked, Syncro Users can view the tickets page and look for tickets in the search bar
Merge: When checked, Syncro Users can merge two tickets into one.
Use Ticket Charges: When checked, Syncro Users can view and add new ticket charges.
View ‘Their Ticket’ Details (Assigned to Them): When checked, Syncro Users can only view the content of tickets assigned to them.
View Details: When checked, Syncro Users can view the content of any ticket, including status, assignee, comments, and other information contained in the ticket.

Timelogs

Manage: When checked, Syncro Users can create, modify, and delete Timelogs.

Vendors

Delete: When checked, Syncro Users can delete vendors.
Edit: When checked, Syncro Users can modify existing vendor information.
List: When checked, Syncro Users can view the list of vendors in the Products and Services module.
New: When checked, Syncro Users can create a new vendor.
View Details: When checked, Syncro Users can view detailed vendor information.

Warranties

List: When checked, Syncro Users can view a list of warranties.
View Details: When checked, Syncro Users can view detailed warranty information.

For Access Type: Select Customers

API Tokens

Manage: When checked, Syncro Users can generate API tokens that can be used for third party apps, or to GET/PUT information through the API. (We recommend only enabling for power users, since nearly all available permissions are enabled.)

Assets

Allow Backgrounding Tools: When checked, Syncro Users can use utilize the background feature across assets. This feature provides remote-in and silent functionality across all endpoints.
Allow Remote Access: When checked, Syncro Users can click the Remote Access button on assets to initiate a remote session with Syncro's built-in Splashtop feature. However, the steamer will only initiate properly if enabled at the assets assigned policy.
Archive: When checked, Syncro Users can decommission devices from active use while maintaining historical visibility across tickets, alerts, and reports.
Broadcast Message: When checked, Syncro Users can make a pop-up message appear directly on End Users' devices. This function is performed from the Asset's Details Page, or bulk queued across a number of endpoints from the Actions button menu in the Assets & RMM module.
Bulk Script Execute: When checked, Syncro Users can bulk action execute scripts across the assets specified in a Saved Asset Search or from the Assets & RMM module. This requires the permissions “Assets - List/Search" and "Scripts - Execute” to work properly.
Create: When checked, Syncro Users can create manual assets.
Delete: When checked, Syncro Users can delete manually created assets as well as Syncro-managed endpoints.
Edit: When checked, Syncro Users can edit asset details, which include the assigned Organization, friendly name, custom fields, etc.
Edit Policy ($): When checked, Syncro Users can edit the policy tree at the Organization level and thereby assign policies to assets of that Organization.
Install Windows Patches Manually: When checked, Syncro Users can manually queue and execute updates from an Asset's Windows Patches subtab. (If this security group provides permissions for the “Vulnerable Systems” and “Missing Patches by KB” reports, they will also be able to bulk queue installs from those tables.)
List/Search: When checked, Syncro Users can search and view the list of Assets.
Re-Enable Archived Assets: When checked, Syncro users can re-enable archived assets so that they will once again appear in active asset lists and other core functions.
Reboot: When checked, Syncro Users can queue a forceful reboot on Syncro-managed endpoints.
View Archived Assets: When checked, Syncro Users can view the tickets, alerts, and reports associated with decommissioned assets.
View Details: When checked, Syncro Users can view each Asset's Details page.
View Thumbnail: When checked, Syncro Users can see a snapshot image of the desktop from that Asset's Details page. This image updates every 1-5 minutes. (For this to work properly, a Global Admin must ensure the Thumbnail image setting is not disabled in Admin > RMM Settings - Preferences.

Credentials

Delete: When checked, Syncro Users can delete credentials for Organizations and End Users.
Edit: When checked, Syncro Users can edit/update End User credentials.
New: When checked, Syncro Users can add End User credentials.
View: When checked, Syncro Users can see all End User credentials.

Customers

Edit: When checked, Syncro Users can edit the Customer Organization's details.
List/Search (Required): When checked, Syncro Users can see a list of all Organizations in the Syncro account.
Merge Customer: When checked, Syncro Users can merge Organizations.
Remote Access Enable: When checked, Syncro Users can turn on remote access for Organizations and End Users. (This comes with a charge.)
View Detail (Required): When checked, Syncro Users can view the Organization's Details page.

Microsoft

Block Or Unblock User Sign In: When checked, Syncro Users can block a user from signing into their account and all connected Microsoft services and restore/allow that user's access when appropriate.
Reset User MFA: When checked, Syncro Users can reset the user's MFA methods in Microsoft.
Reset User Password: When checked, Syncro Users can reset the user's password in Microsoft.
Revoke User Sessions: When checked, Syncro Users can sign a user out of all active Microsoft 365 services.

Network Discovery

Create New Profile: When checked, Syncro Users can create network discovery profiles (i.e. it enables the +New Profile button).
Delete Profile: When checked, Syncro Users can delete existing network discovery profiles. If not enabled, the Syncro User will not see deletion options.
Edit Profile: When checked, Syncro Users can modify existing network discovery profiles. If not enabled, the Syncro User will not see edit options.
Run Profile: Syncro Users with the “Create” permission are automatically allowed to run a discovery. Syncro Users with Run (but not Create) permission can run discoveries for existing profiles but can't create new ones. If the Syncro user has neither Run nor Create permissions, the “Run” and "Save and Run" buttons are disabled.
View Profile: When checked, Syncro Users can view network discovery profiles. If not enabled, the Syncro User cannot use the Network Discovery feature. Syncro Users with this permission can also view the devices discovered with those profiles.

RMM Alerts

Clear/Manage: When checked, Syncro Users can manage and clear alerts. (Clearing alerts allows the alert to fire again as necessary; Syncro will retain the original record for historical tracking.)
Create: When checked, Syncro Users can generate RMM alerts that were specified from a script executed from in the script library.
Delete: When checked, Syncro Users can delete RMM alert records. (Deleting alerts allows the alert to fire again as necessary; the alert will generate as a new record and will no longer be associated with the original record.)
List: When checked, Syncro Users can view the entire open and muted alerts list in the Assets & RMM module.

Reports

View: When checked, Syncro Users can view Reports.
(Toggle Granular Reports List): Click this link to open the list of available reports. Then check each box next to the report you want the Syncro User to have access to. The options represent a subset of the All Customers access type, and are:
- Asset Activity Audit
- Asset Audit
- Downloads (They Generated)
- Executive Summary Report Builder (permission to run reports built using this Report Builder)

Note: Global Admins must also ensure that the Reports module is enabled in the Tabs Customization so that non-Global Admin can navigate to the Reports module.

Script Categories Access

Scripts

Edit: When checked, Syncro Users can modify existing scripts.
Execute: When checked, Syncro Users can execute scripts from the library across your asset fleet.
Favorite: When checked, Syncro Users can mark commonly-used scripts as favorites. This sorts the scripts at the top of searches for quick selection.
List: When checked, Syncro Users can access to the Scripts module, where they can view all the available scripts in your library.
New: When checked, Syncro Users can create and add new scripts to your library.

Ticket Attachments

View: When checked, Syncro Users can view files and attachments associated with tickets.

Ticket Comments

Note: Ticket comments are also referred to as Ticket Communications.

Delete: When checked, Syncro Users can delete any comment on a ticket.
Delete ‘Their Comments’ (They Created): When checked, Syncro Users can delete any comments they created on a ticket.
New: When checked, Syncro Users can write comments.

Ticket Parent-Child

Edit: When checked, Syncro Users can create parent-child associations between tickets and unlink existing associations.

Ticket Timers

Toggle Time Entry Billable State: When checked, Syncro Users can charge Organizations for ticket timer entries.

Tickets

Create: When checked, Syncro Users can create new tickets.
Delete: When checked, Syncro Users can delete existing tickets.
Edit: When checked, Syncro Users can edit existing ticket content, change ticket status, assign users, split tickets, add line items, and perform other ticket modifications.
List/Search: When checked, Syncro Users can view the tickets page and look for tickets in the search bar
Merge: When checked, Syncro Users can merge two tickets into one.
Use Ticket Charges: When checked, Syncro Users can view and add new ticket charges.
View ‘Their Ticket’ Details (Assigned to Them): When checked, Syncro Users can only view the content of tickets assigned to them.
View Details: When checked, Syncro Users can view the content of any ticket, including status, assignee, comments, and other information contained in the ticket.

Manage Endpoints in the GravityZone Portal

2025-06-12T12:22:40Z

The Gravity Zone portal provides some powerful tools for creating and assigning policies. We highly recommend reading up on all of the available tools available to you with a Bitdefender partner account here.

Create & Assign a New Policy

To create and assign a new policy, follow these steps:

Navigate to your GravityZone portal and choose the "Policies" option from the left sidebar.
Click Add to start to configure your new policy:

Tips:
- To help you get set up and running with GravityZone's policies, see Partner's Guide and Online Support Center.
- If you plan on using the Firewall Module, review the default firewall settings. By default, Bitdefender might have all Network Printing blocked.
Once you have your new policy configured, choose the "Network" option from the left sidebar. Select the Company or Endpoints you'd like to assign the new policy to, then select “Assign Policy:”
Choose your new policy, then click Save:

You've successfully created and assigned a policy in the Gravity Zone portal.

Remove Licenses

Syncro bills for Bitdefender based on the information stored in GravityZone.

First, make sure the effective policy for the asset does not include Bitdefender in the Antivirus tab. This will prevent the effective policy from reinstalling Bitdefender automatically.
Tip: A Syncro-assigned RMM Policy of "Disable Antivirus" will attempt to force remove/uninstall Bitdefender:
To trigger an uninstallation of the Bitdefender Agent from GravityZone, navigate to the "Network" tab in GravityZone.
Right-click on the Asset you want to manage and select Tasks > Uninstall Agent:

Tip: Select all the endpoints and send a bulk action using the Actions button at the top:

After the uninstall completes, we recommend that you verify that the asset has been truly removed in GravityZone. This can help avoid unexpected charges.

If you're having trouble uninstalling Bitdefender, you can manually run the Bitdefender Uninstall Tool .

Note: Even if an asset has been removed from Syncro, if it’s still appearing in GravityZone, you will be billed for the endpoint usage. See Billing for more information.

Enable Bitdefender Add-Ons

Bitdefender add-ons can ONLY be enabled inside the GravityZone portal.

IMPORTANT:

Please read this section before making any changes to your GravityZone account. Enabling add-ons in your GravityZone policies can result in extra charges. See the Partner's Guide for more information.
Patch Management is not a module Syncro resells from Bitdefender; even if you enable it via a policy, it is non-functional. Instead, use Syncro's built-in tools for Third-Party Patch Management and Windows Patch Management.

You are able to enable or disable add-ons for the companies you manage.

Read on, or watch this short video to learn more:

To enable or disable add-ons for the companies you manage, follow these steps:

Navigate to the Companies tab, then choose a Company.
In the Licensing subtab, click Edit Licensing Options:

Advanced Threat Security: HyperDetect, Sandbox Analyzer

Offers advanced security or managed threat hunting services using more aggressive tunable machine learning, enhanced sandbox detection, threat context, and visibility. Protects customers against targeted and file-less attacks, ransomware, and exploits. It blocks attacks at pre-execution with aggressive tunable machine learning.

IMPORTANT: The HyperDetect feature is enabled on all Syncro partner accounts as an option to resell. If you toggle HyperDetect to ‘On’ in your Default GravityZone policy, this is what incurs the add-on charge. To disable this, navigate to your default policy (or, any active policies) in GravityZone and ensure that both HyperDetect and Sandbox Analyzer are disabled.

To disable them from the policy, follow these steps:

In the Policies section, select the policy that is currently being assigned.
In the Antimalware section, under HyperDetect, find the HyperDetect toggle.
At the top of the screen, click to move the HyperDetect toggle OFF:
Save the policy.

If you've never created a custom policy and are still using the default policy in GravityZone, then this policy is read-only and you won't be able to make the changes necessary to get these modules disabled. You'll first want to clone the default policy, which will give you write access. Then, you'll proceed with disabling the settings detailed above and set this as your new default policy. Once handled, you can proceed with re-assigning your existing endpoints to the new default policy.

This video from Bitdefender Support will show how to enable HyperDetect along with a quick demo.

Bitdefender MDR Bundle

Syncro's MDR bundle includes Bitdefender Core, Advanced Threat Security, EDR (Endpoint Detection and Response), and MDR (Managed Detection and Response).

Endpoint Detection and Response (EDR)

Offers clear visibility into indicators of compromise (ICOs) plus one-click threat investigation and incident response workflows, Bitdefender EDR reduces resource and skill requirements for security teams. It performs a broad capture of system activities (file & process, program installation, module loads, registry modification, network connections, etc.) to aid in an enterprise-wide visualization of the chain events in the attack.

IMPORTANT: Deploying the EDR module for install incurs an add-on charge, but you still must have a correctly configured GravityZone policy assigned to use the installed module.

Email Security

Protect emails from spam, phishing, malware as well as sophisticated or targeted attacks. It prevents email impersonation and fraud and leverages multiple leading security engines and behavioral technologies to analyze incoming and outgoing email content, URLs, or attachments.

Please refer to this video from Bitdefender Support showing how to set up this feature.

Security for Exchange

We label this as "Exchange Security and Anti-Spam." Bitdefender Security for Exchange provides antimalware, antispam, anti-phishing, attachment and content filtering seamlessly integrated with the Microsoft Exchange Server, to ensure a secure messaging and collaboration environment and increase productivity.

Full Disk Encryption

Leverages the encryption mechanisms provided by Windows(BitLocker) and Mac (FileVault), taking advantage of the native device encryption, to ensure compatibility and performance. There will be no additional agent to deploy and no key management server to install.

Security for Virtual Environments

For both Server and Desktop, protection is specifically designed for virtual environments, enabling a seamless fit into your virtual and cloud infrastructure.

Managed Detection and Response (MDR)

Bitdefender Managed Detection and Response gives you 24x7access to an elite team of cybersecurity experts. Our service is also backed by industry-leading, trusted Bitdefender security technologies like GravityZone® eXtended Detection & Response (XDR).

Bitdefender MDR combines endpoint, network, cloud, identity, and productivity application telemetry into actionable security analytics, augmented by the threat-hunting expertise of a fully staffed security operations center (SOC) with security analysts from global intelligence agencies.

Note: MDR also requires BitDefender Core, ATS, and EDR.

Mobile Security

GravityZone Security for Mobile ensures safe and secure access to corporate data, safeguarding both corporate-owned and BYOD devices from modern attack vectors, including zero-day, phishing, and network attacks, by detecting both known and unknown threats.

Note: Mobile Security is for iOS, Android and ChromeOS.

XDR Sensors

Note: XDR Sensors also require BitDefender Core, ATS, and EDR.

Sensor	Description
Cloud	GravityZone XDR for MSP automatically correlates information about potential attacks across all parts of your clients’ organization into a consolidated view, showing where the attack originated and how it is spreading. At the same time, further investigation and quick response options are available to contain the attack rapidly. The Cloud Sensor collects and processes information about configuration changes and user activity.
Identity	GravityZone XDR for MSP automatically correlates information about potential attacks across all parts of your clients’ organization into a consolidated view, showing where the attack originated and how it is spreading. At the same time, further investigation and quick response options are available to contain the attack rapidly. The Identity Sensor collects and processes user sign-in activity, configuration changes and other activity.
Network	GravityZone XDR for MSP automatically correlates information about potential attacks across all parts of your clients’ organization into a consolidated view, showing where the attack originated and how it is spreading. At the same time, further investigation and quick response options are available to contain the attack rapidly. The Network Sensor collects and processes network traffic across the environment.
Productivity App	GravityZone XDR for MSP automatically correlates information about potential attacks across all parts of your clients’ organization into a consolidated view, showing where the attack originated and how it is spreading. At the same time, further investigation and quick response options are available to contain the attack rapidly. The Productivity App Sensor collects and pre-processes data about email traffic and content.

Add Billable Time to a Ticket

2024-04-05T17:57:29Z

In Syncro, any Ticket Line Item associated with a Labor Rate (product) and not specifically excluded as non-billable is what you can charge to a customer.

This document describes two ways you can add billable time to a Ticket: one is manual, via the Ticket's Communications section. The second allows you to automatically populate time entries in a ticket for invoicing using a Ticket Timer/Labor Log.

Use the Ticket's Communications Section

To manually add time when submitting an update or adding a comment to a Ticket, follow these steps:

Navigate to the Tickets tab/module, and click a ticket number to open that ticket's Details Page.
Scroll to the Communications section and complete any fields.
At the bottom, select the appropriate Labor Rate from the dropdown menu, then enter the minutes spent.
Check the "Charge Now" box. This converts any timed labor entries to charges, which then can be invoiced:

Notes:

Anything in the Products and Services table with a category of “Labor” appears in the Communications section's dropdown menu. To see a list of Labor Rates/Products, navigate to the Products and Services tab and select “Labor” from the Filter by Category dropdown.
If you select a non-billable Labor Rate from the dropdown menu, Syncro does not display the “Charge Now” box.

Click the button in the bottom right to submit the communication. For more information about the different types of communications, see About the Ticket Communications Section.

Use a Timer to Capture Billable Time for a Ticket

You may also decide to set a timer when working on a Ticket. Read on, or watch this short video to learn more:

Navigate to the Tickets tab/module, and click a ticket number to open that ticket's Details Page.
Scroll to the Labor Log section, which contains the Ticket Timer:

Note: If you don't see the Labor Log section on a ticket's Details Page, make sure the “Enable Ticket Time Tracking Module” box is checked in your Ticket Settings.
Use the Rate dropdown menu to select the Labor Rate, and optionally add a Note to describe the work being done. This field expands to allow for multiple lines of text.
Note: Anything in the Products and Services table with a category of “Labor” appears in the Rate's dropdown menu. To see a list of Labor Rates/Products, navigate to the Products and Services tab and select “Labor” from the Filter by Category dropdown.

Click the Play icon to start the Ticket Timer. Syncro changes the Play icon to a Pause icon.
When you're finished, click the Stop icon. A line item showing the Rate, Actual Time/Billable Time (as clock time), Tech, Status, and Date appears in the Labor Log table, and a running Total for your Actual and Billable time displays at the bottom of the section.

Notes:

The individual rows shown in the Labor Log include labor recorded using the Ticket Timer and any time manually recorded using the Ticket's Communications section.
If there is already labor logged in a ticket, the Ticket Timer starts from the total amount of labor already logged. For example, if you previously logged 45 minutes of labor and then start the timer, it starts from 45:00.
You'll use View Log when adding ticket charges to an invoice. See Prepare an Invoice From Ticket Charges for details.

Tips:

Use the Pause icon to pause an active timer, then click the Play icon to resume.
You can kick off a new timer of the same Labor Rate/Product using the Play icon. Or, begin a new timer by changing the value in the Rate dropdown menu.
Your three (3) most recent log entries display in the Labor Log; click the “more” link to open the Ticket Timer Log window.
Timer indicators are as follows:

Status	Indicator
A timer is active	Current Time Entry is black (or white in Dark Mode). Green dot labeled “Running”
No timers are active	Current Time Entry is light gray. No dot/label.
A timer is paused	Current Time Entry is black (or white in Dark Mode). Orange dot labeled “Paused”

Multiple Ticket Timers

It's is possible to have multiple ticket timers running at once. There are two ways you can view all the ticket timers presently running:

First, a stopwatch icon appears in the Syncro header. It shows a number in a red circle to indicate how many active ticket timers there are. Click the icon to see a list of tickets with running timers:

Click into an individual ticket to view its Ticket Details Page and access the Labor Log section with the running timer. Or, click All Active Timers to display the Active Ticket Timers page:

From this single page, you can use the icons to pause, stop, or resume playing any active ticket timers. You can also see information about the:

User: The tech who started the ticket timer.
Customer: The (Customer) Organization associated with the ticket.
Ticket: The number and hyperlink to the ticket.
Ticket Title: The subject of the ticket.
Labor: Which type of labor is associated with the ticket timer.
Duration: The current length of time the timer has been running for the ticket.

The alternative path to the Active Ticket Timers page is to navigate to the Tickets tab/module and select “Active Timers” from the View button menu:

Note: All Global Admins have the ability to see Active Ticket Timers. Non-Global Admins require the “Ticket Timers - Overview” box to be checked in their Security Group.

Ticket Timer Settings

Under Admin > Tickets - Labor Type Time Requirements, you can specify different minimums and increments based on Labor Type. See Specify Labor Type Time Requirements for instructions.

Under Admin > Tickets - Preferences, you'll also find the following settings related to the Ticket Timer:

Ticket Timer - Time Is Billable Time by Default
Ticket Timer - Time is Non-billable by Default
Labor Product for Ticket Timer Labor Charges
Customize Text for Ticket Timer Charges

See Ticket Settings Reference for detailed descriptions.

Security Settings for Ticket Timers

There are security permissions Admins can set that allow Syncro Users to interact with Ticket Timers.

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
Scroll to the Ticket Timers section, then check either the header box to allow all actions, or individual boxes as desired.
Click Update Group to save your changes.
Then, make sure any desired Users are in that security group!

About the End User Portal

2024-09-25T15:35:03Z

Syncro's End User Portal is an efficient hub where your End Users can communicate and collaborate with you. It's an extension of the main Syncro product that provides a subset of functionality to improve your end users' overall service experience.

Note: The End User Portal was previously referred to as the Customer Portal. Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both names in Syncro for the time being.

Through the End User Portal, your end users can:

Create, view, and update support tickets, allowing for streamlined communication and tracking of issues.
View their invoices, check their payment status, save payment profiles, and make payments.
View their assets and inventory and, in some cases, remotely access and run scripts on them.
Access important documents, guides, and resources you provide.

After using one of the methods described to access it, Syncro displays the Portal to your end users.

What your end users see in their Portal is based on their Portal User Permission Group, which you set up when you create an End User. You can also edit End Users to include a Portal User later.

Note: By default, End Users are in the “Non-Portal User Group," which means they can only access the Portal and create new tickets.

This document describes the full capability of the End User Portal based on how “Admin Portal Group” access is defined in Syncro by default. All sections are described here, but you can configure the End User Portal to show/hide the sections and features you want.

New Version

You can read on, or watch this short video to learn more:

Header & Button Bar

The upper left portion of the header contains your company's branding information (e.g., logo, name) as you defined them when you set up your Syncro account.

If no Portal User is signed in, the button bar in the upper right portion of the header shows:

Sign In: Click to sign into the Portal.
Get Help: Opens a pop-up window so the end user can submit a new ticket. (This button is only visible when the “Tickets - Create New” box is checked in the corresponding Portal User Permission Group.)

If a Portal User is signed in, the button bar in the upper right portion of the header shows:

Business Name: A dropdown with the Business Name you specified when you created the Organization, along with the following options:
- Privacy Settings: Opens a Communications Settings page where the end user can set their marketing preferences.
  (This button is only visible when the “Privacy Settings - Manage” box for the Portal User Permission Group is checked.)
- Reset Password: Sends a password reset email to the end user's email. This button is visible when the end user is enabled as a Portal User. See Work with Portal Users & Permission Groups for instructions.
- Sign Out: Logs the end user out of the Portal and returns them to the Sign In page.

Tickets

Note: This section is visible when the “Tickets - View All” and/or “Tickets - View Mine” boxes are checked in the Portal User Permission Group.

The Tickets section displays any currently open tickets by their Number, Assigned Contact, Subject, Date Created/Last Updated, Issue Type and Status. A shopping cart icon indicates that a ticket was invoiced. A document icon indicates that an estimate is associated with the ticket.

In addition, end users can click:

Ticket Number: Opens a Ticket Details page where they can:
- Attach File: Click to add relevant ticket Attachments (e.g., documents or images) and/or click an attachment's filename to view it.
- Preview PDF: Click to view/download a PDF of the ticket.
- Ticket Comments: Enter a Ticket Comment/Message and click Add to Ticket to submit.
  Tip: You can set up a notification to be alerted when the end user adds a new ticket comment.
  The Ticket Comments section at the very bottom displays the full, running list of all Public Notes/ticket communications from newest to oldest.
+ New Ticket: Opens a pop-up window so the end user can submit a new ticket.

Notes:

The + New Ticket button is only visible when the “Tickets - Create New” box is checked in the Portal User Permission Group.
The “Status Is Not/Status Is” filter allows end users to view tickets of any status, including tickets with the status “Resolved,” and is only visible when the “Tickets - Show Status Filters” box is checked in the Portal User Permission Group.

Account Overview

Note: The Account Overview section is only visible when the “Account Overview - View” box for the Portal User Permission Group is checked.

The Account Overview section displays the end user's Invoice balance and any available Credit Balance.

If the “Enable the Prepay Hours Tracking Feature” box in the Customer Settings is checked, the Account Overview section also shows the Prepay Hours balance available for the Organization.
If the “Stored Payment Options - Manage” box for the Portal User Permission Group is checked, the Account Overview section also shows any stored payment profiles (such as stored credit cards or ACH accounts) if you've set up an integrated payment gateway.

End users can click the “Manage” link to display the Payment Information page. From there, they can:

Click Add a Credit Card and/or Add ACH Profile to store a new payment profile (and decide to use it for any recurring invoices). For each payment profile saved, end users can also:
- Click the Pencil (Edit) icon to change the Nickname for easier recognition. (This does not edit actual credit card or ACH data.)
- Edit an Expiration date to remind themselves of when they'd like to update their information. (This can't be edited more than once.)
- Click the red Trash Can (Delete) icon to delete a payment profile.

Invoices

Note: This section is only visible when the “Invoices - View All” and/or “Invoices - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Invoices section displays all invoices by their Number and Organization. Additionally:

When an invoice has been paid, the Paid column indicates two things: whether a payment has been received (a checkmark appears), and whether a Ticket associated with the Invoice is still open (a ticket icon appears).
Unless you've changed the sorting, the invoice creation Date column displays the oldest unpaid invoice first.
Items shows a brief description of the work comprising the invoice. The invoice Total and any Balance Due shows last, along with a Pay Now button for any individual, unpaid invoices if you've set up an integrated payment gateway.

Clicking the Pay All button displays the Make a Payment page, where end users can pay one or more open invoices (and, adjust the payment of each invoice). End users can use any stored payment profiles to pay.

The Pay All button is only visible when the “Invoices - Pay Online with Credit Card” and/or “Invoices - Pay Online with ACH” boxes are checked in the Portal User Permission Group.

If you're using PayPal, a Checkout with PayPal button allows end users to pay their invoice via PayPal.

If you've set up an integrated payment gateway, a Pay Now button displays so end users can enter their credit card information or select their stored payment profile.

Note: The “Invoices - Pay Online with Credit Card” box must be checked in the Portal User Permission Group to support:

Worldpay (credit card use)
Stripe (all use, since it's credit card only)
Authorize (all use, since it's credit card only)
PayPal

The “Invoices - Pay Online with ACH” box must be checked in the Portal User Permission Group to support Worldpay (ACH use).

Payments

Note: This section is only visible when the “Payments - View All” and/or “Payments - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Payments section displays all payments made by the end user by Date (least to most recent) and Amount.

Estimates

Note: This section is only visible when the “Estimates - View All” and/or “Estimates - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Estimates section displays any Estimates you've sent to the Organization.

The estimate Number, Date (it was sent), Total (amount), and Status display here. End users can click the icon at the left of the Number column to view a PDF of that estimate.

If a ticket is associated with the estimate, end users can click the Ticket icon in the Number to open the relevant ticket.

If the estimate is still in an open state, the Portal displays Decline and Approve buttons in the Status field. When your end user approves an estimate in their Portal (or you do in Syncro), the Status appears with a circled green checkmark.

When the end user declines an estimate in their Portal (or you do in Syncro), the Status appears with a No Entry () icon.

If the estimate is associated with an open ticket, the Status field displays a lock icon; if the estimate has been converted to an invoice, the Status shows a grey checkmark.

See also: Estimates - Quotes.

Documentation

Note: This is only visible when the “Documentation - View Public” box for the Portal User Permission Group is checked.

The list in the Documentation section displays links to any Documentation where the Page Type access is set to either “All Customer Portals” or “Customer Portal” for the Organization.

End users can click a documentation link to view that page in the Portal, or search for a page using the field in the upper right.

See also: Documentation Center.

Credentials

Note: This section is only visible when the “Credentials - View All” and/or “Credentials - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Credentials section displays any Credentials you've set to “Public on Customer Portal” for the Organization.

The credential Name, Username, Host/URL, Password, and Notes display.

On page load, the Password field displays as asterisks; click into the field to display the password and allow the end user to optionally copy it to their clipboard.

See also: Work with Masked Credentials.

Attachments

Notes:

This section is only visible when the “Attachments - View Public” box is checked in the Portal User Permission Group.
Individual attachments are only viewable in the Portal if you elected to make them public in the Attachments section of the Organization's Details Page (or in the case of attachments to a Ticket, the Ticket Details Page.

Unless you've changed the sorting, the table in the Attachments section displays attachments associated with the end user (25 per-page), in ascending order by their Created (uploaded) date.

For each attachment, the created Date, a thumbnail, and the hyperlinked File name display. Clicking the hyperlink opens the attachment in a new browser window; end users can also download attachments from the link in the usual ways.

Assets

Note: This section is only visible when the “Assets - View All” and/or “Assets - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Assets section displays any Assets associated with the end user. This list can help reassure your end users that you're managing the assets they care about most.

For each asset, the Name, Asset Serial Number, and Type display. When Splashtop is integrated and end-user remote access is enabled, the Remote column displays icons for remote access and/or backgrounding tools. (See End User Remote Access to Assets for more information.)

When the “Assets - Run Script” box is checked in the Portal User Permission Group and the “Available on Every (Customer) Portal” box in that script's settings is checked, then the end user can click a hyperlinked Syncro device Name and run those scripts. (Note: Only scripts without variables can be used like this.)

Below the Assets section in the Portal left navigation, the Portal displays up to 10 hyperlinked asset names alphabetically. End users can click the hyperlink to open and quickly access the asset. If more than 10 assets are available, the Portal displays a “View All” hyperlink at the bottom, which directs the end user to the main Assets section.

Legacy Version

Header & Button Bar

The header contains your company's branding information (e.g., logo, name) as you defined them when you set up your Syncro account, followed by the Business Name you specified when you created the Customer whose end users will use the Portal.

After navigating to another screen, end users can click their Business Name to return to this top level Portal page.

The button bar in the upper right of the Portal works as follows:

Password Reset: Sends a password reset email to the end user's email. This button is visible when the Customer is enabled as a Portal User. See Work with Portal Users & Permission Groups for instructions.
Privacy Settings: Opens a Communications Settings page where the end user can set their marketing preferences.
Note: This button is only visible when the “Privacy Settings - Manage” box for the Portal User Permission Group is checked.
Sign Out: Logs the end user out of the Portal and returns them to the Sign In page.

Account Overview

Note: This is only visible when the “Account Overview - View” box for the Portal User Permission Group is checked.

The Account Overview section displays the end user's Invoice balance and any available Credit Balance.

When the “Stored Payment Options - Manage” box for the Portal User Permission Group is checked, this section also shows any Stored Payment Options such as stored credit cards or ACH accounts.

Click the “Manage” link to display the Payment Information page. From there end users can:

Click Add a Credit Card and/or Add ACH Profile to store a new payment profile (and decide to use it for any recurring invoices). For each payment profile saved, end users can then:
- Click the Pencil (Edit) icon to change the Nickname for easier recognition. (This does not edit actual credit card or ACH data.)
- Edit an Expiration date to remind themselves of when they'd like to update their information. (This can't be edited more than once.)
- Click the red X (Delete) icon to delete a payment profile.

Open Tickets

Note: This section is visible when the “Tickets - View All” and/or “Tickets - View Mine” boxes are checked in the Portal User Permission Group.

The Open Tickets section displays any currently open tickets by their Number, Assigned Contact, Subject, Date Created/Last Updated, Issue Type and Status. A shopping cart icon indicates the ticket was invoiced.

In addition, end users can click:

A hyperlinked ticket Number: Opens a Ticket Details page where they can: add relevant ticket Attachments (e.g., documents or images) and/or click an attachment's filename to view it; view/download a PDF of the ticket; and add a Ticket Comment/Message.
Tip: You can set up a notification to be alerted when the end user adds a new ticket comment here.
The Ticket Comments section at the very bottom displays the full, running list of all Public Notes/ticket communications from newest to oldest.
+Create New Ticket: Opens a pop-up window so the end user can submit a new ticket.
View All: Navigates to a page that displays all tickets with filter and search capabilities.

Notes:

The +Create New Ticket button is only visible when the “Tickets - Create New” box is checked in the Portal User Permission Group.
The View All button is only visible when the “Tickets - View All” box is checked in the Portal User Permission Group.
The “Status Is Not/Status Is” filter is only visible when the “Tickets - Show Status Filters” box is checked in the Portal User Permission Group.

Open Invoices

Note: This section is only visible when the “Invoices - View All” and/or “Invoices - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Open Invoices section displays any currently open invoices by their Number and Customer Organization Name. It also indicates whether the invoice has been Paid and the invoice creation Date (oldest unpaid first).

Items shows a brief description of the work comprising the invoice. The invoice Total and any Balance Due is last, along with a Pay Now button for any individual, unpaid invoices.

Notes:

Similar to Open Tickets, View All navigates to a page that displays all invoices (paid and unpaid) with filter and search capabilities (e.g., search Items, Invoice Number).
When an invoice has been paid, the Paid column indicates two things: whether a Tech took a payment, and whether a Ticket associated with the Invoice is still open (a lock icon appears).

Clicking the Pay All button displays the Make a Payment page, where your end users can pay one or more open invoices (and, adjust the payment of each invoice). End users can use any stored payment profiles to pay.

Note: The Pay All button is only visible when the “Invoices - Pay Online” box is checked in the Portal User Permission Group.

Clicking a hyperlinked Number or the hyperlinked Customer Organization Name in a row of the Open Invoices table displays an Invoice Details page, which is also downloadable/printable as a PDF (from either button).

If you're using PayPal, a Checkout with PayPal button allows end users to pay their invoice via PayPal.

If you've set up an integrated payment gateway, a Pay With Credit Card button displays so end users can enter their credit card information.

Note: For these buttons to appear, you must also check the “Invoices - Pay Online” box in the Portal User Permission Group.

Recent Payments

Note: This section is only visible when the “Payments - View All” and/or “Payments - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Recent Payments section displays the 10 most recent payments made by your end user by Date (most to least recent) and Amount.

Similar to Open Tickets and Open Invoices, your end users can click View All to navigate to a page that displays all recent payments. (This page adds a search for locating specific payments.)

Estimates

Note: This section is only visible when the “Estimates - View All” and/or “Estimates - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Estimates section displays any Estimates you've sent to the Customer Organization.

The estimate Number, Status, Estimate Name, Date (it was sent), and Total amount display. End users can click the button in the Number column to view a PDF of that estimate.

If the estimate is still in an open state, the Portal displays Approve and Decline buttons in the Status field. When your end user approves an estimate in their Portal (or you do in Syncro), the Status appears with a green checkmark.

When the end user declines an estimate in their Portal (or you do in Syncro), the Status appears with a red X.

End users can click View All to navigate to a page that displays all of their Estimates with filter and search capabilities.

See also: Estimates - Quotes.

Attachments

Notes:

This section is only visible when the “Attachments - View Public” box is checked in the Portal User Permission Group.
Individual Attachments are only viewable in the End User Portal if you elected to make them public in the Attachments section of the (Customer) Organization Details Page (or in the case of attachments to a Ticket, the Ticket Details Page).

The table in the Attachments section displays 10 attachments associated with the end user, in ascending order by their Created (uploaded) date.

End users can click View All to navigate to a page that displays Attachments from all time.

Assets

Note: This section is only visible when the “Assets - View All” and/or “Assets - View Mine” boxes are checked in the Portal User Permission Group.

The table in the Assets section displays any Assets associated with the end user.

This list can help reassure end users that you're managing the assets they care most about.

When the “Assets - Run Script” box is checked in the Portal User Permission Group and the “Available on Every (Customer) Portal” box in that script's settings is checked, then the end user can click a hyperlinked Syncro device Name and run those scripts. (Only scripts without variables can be used like this.)

End users can click View All to navigate to a page that displays all Assets with search capabilities.

Zapier Integration

2024-11-20T13:53:16Z

Zapier is a web-based software that allows you to connect various online tools and web services together—an event in one service can trigger an event in another. Examples of Zaps include the following:

When a Customer Organization is created in my Syncro account, create a Contact in Google Contacts.
When an Invoice is created in Syncro, send it to another accounting platform.
When an End User/Contact is created in my Syncro account, add them to Constant Contact.
Create a Google Calendar reminder a year after a specific sale is made in Syncro.

IMPORTANT: This integration currently doesn't allow a full "two-way sync," where everything is updated on both sides with every update.

Available Events & Actions

The Syncro-Zapier integration currently allows you to hook into the following Event Triggers and send the resulting data into any of the 2,000+ Zapier apps in their directory:

A new Customer Organization, Invoice, Payment, RMM Alert, or Ticket was created,
A Ticket Status is changed, or
A Ticket is Resolved.

Notes:

Zapier doesn't currently support Custom Ticket Fields when using an Event Trigger to create a new Ticket.
The New Invoice Event Trigger has a five (5) minute delay to compensate for the fact that Syncro doesn't know when an Invoice is "done being edited." We think on average that's how long it takes before people are done editing line items.

Zaps can also perform the following Actions:

Create a Customer Organization, End User/Contact, Ticket, Ticket Timer Entry, Appointment, Estimate, or Lead,
Update an existing Customer Organization, End User/Contact, or Ticket
Log a call

Finally, Zaps can search for existing Customer Organizations.

Obtain an API Token for Zapier

To set up the Syncro-Zapier integration, first follow these steps:

In Syncro, navigate to Admin > API - API Tokens.
Click +New Token.
In the Zapier row, click Create Token.
Make any desired adjustments to the permissions.
Click Create API Token.
On the New Zapier API Token Created screen, copy the key and paste it somewhere safe.
IMPORTANT: Syncro will never display this token again, so you must save it somewhere secure
Click Done.

Sign up for a Zapier account (or sign into an existing Zapier account).
In Syncro, navigate to Admin > Integrations - App Center, then select the Zapier app card.
Tip: Search for Zapier in the field or click the Business Automation category to filter the list of app cards.
Click the Invite Link. This opens Zapier in a new tab/window:

Connect Apps to Syncro

There are several ways to connect an app to Syncro; here's one:

Scroll down to the "Connect Syncro to 3,000+ Apps" section:
Click Try It next to a task you're considering a Zap for.
Read the instructions on the next screen, then click Get Started.
If you previously created a Syncro Zap, click the radio button by Syncro-Zapier, click Next, then skip to step N.
Otherwise, click Connect:
This opens an "Allow Zapier to access your Syncro Account?" window:
Paste the API token you previously into the API Token field.
Fill in your Syncro Subdomain (found in your Syncro site URL).
Click Yes, Continue.
Click Next.
If you need to connect to another site such as Gmail, follow the prompts to do that.
On the "Let's test out this workflow" screen, click Send Test.
If that's successful, click Next.
Click Turn on Workflow to activate the Zap.

Remotely Access a Machine via Splashtop

2024-04-24T11:56:24Z

Splashtop is the built-in remote access tool you can use with Syncro. When enabled on a Policy, Splashtop is automatically deployed on your Assets. There is no limit to the number of deployments.

Our partnership with Splashtop means their tool is included as part of your Syncro subscription price. However, End User Remote Access (i.e., allowing End Users to remotely access assets from the End User Portal) is an additional monthly charge per end user. Team Plan subscribers gain access to additional features.

Tip: If you're interested in remote access without interrupting the end user's session, check out the Backgrounding Tools.

This document describes how to set up and use Splashtop to remotely access a machine. You can read on, or watch this short video to learn more:

Notes:

If you're also running a Bring Your Own (BYO) version of Splashtop, both will be available, but only one can be run at a time.
Simultaneous connections to multiple machines from a single technician is allowed, and multi-monitor toggling is available in the UI.

Prerequisites

You must have a Syncro Agent installed on each asset you'd like to remotely access with Splashtop. There is no one-off or SOS-style support.
The asset must have an assigned Policy with Remote Access Enabled.
The appropriate security permissions must be set to allow technicians to use the remote access tooling. The two you should pay attention to are:
- Assets - Allow Remote Access
- Customers - Remote Access Enable

Starting a Remote Access Session

To start a remote session, navigate to the Detail Page for a specific asset:

Or, open the asset's More Info preview, then click Remote Access:

Download the Splashtop Remote Access Viewer

If a Splashtop remote session has never been started on the computer, use the pop-up to download the appropriate Splashtop Viewer. You can choose between Windows and Mac operating systems.

If the Splashtop Viewer is already installed, close the pop-up to proceed.

This download only needs to happen once on the machine to allow Splashtop to function from the device.

Your browser then presents a pop-up asking for permission to launch the Splashtop Viewer. You can optionally say that you trust the app so that it doesn't show again:

Enable Splashtop access on a Mac

You will need to add each permission below under the Security & Privacy in System Preferences.

Under Accessibility, add the Splashtop Streamer app by clicking + , or if it's already there, toggle the Splashtop Streamer to On. You’ll be asked to enter your system password, then click Modify Settings:

Follow the same process for the other two permissions: Screen Recording and Full Disk Access.

The success window displays with three (3) green check marks:

With the Mac permissions set, you should be now able to remotely access the Mac system via Splashtop.

Use Splashtop

When you start a remote session, Splashtop opens in a separate window outside of your browser.

Note: The two screenshots below are the Windows version. The Mac version is similar.

The Splashtop Navigation bar gives you lots of functions, described below:

Icon	Function
	Disconnect session.
	RDP switch session. Shows if multiple RDP sessions are active on this computer.
	Switch monitors.
	View resolution scaling options, frame rate settings, remote cursor.
	Full screen.
	Send Ctrl+Alt+Delete.
	Actions: Blank screen, lock keyboard and mouse, paste clipboard as keystrokes.
	File transfer.
	Chat window for technician input.

Splashtop session start and session ends are logged in the Asset Recent Activity Log on the Asset Detail page:

Team Plan Features

Multi-Monitor Support

For Windows, Mac, and Chromebook

The first two menu items let you select Monitor 1 (e.g., SyncMaster) or Monitor 2 (e.g., FlexView Display) from the remote system to view on your screen:

Use the third menu item (One Window) to view all monitors from the remote computer on one local screen. This is also known as multi-to-one.

Use the final option (Multi-Window) to view each remote monitor in a separate window on your local computer. This is also known as multi-to-multi. You can arrange those windows on multiple local monitors.

For iPhone and iPad

For Android Phones and Tablets

The Splashtop Android apps provide the option to view one remote monitor at a time. Use the highlighted button to switch to the next monitor:

Multi-User Sessions

Up to three technicians can connect to the same machine simultaneously (versus one on the Core plan).

Remote Access Session Recordings

Record remote access sessions to a Technician's local computer for better oversight. The recorded session is saved to the Technician's local computer.

Tip: Learn more about Session Recordings from the Splashtop website.

Splashtop FAQ

Do I need to log into Splashtop to use it?

There is no instance of Splashtop to log into. You'll trigger remote access sessions directly from within the Syncro platform.

What browsers are supported by Splashtop?

IE, Mozilla Firefox, Google Chrome, Microsoft Edge.

Will Syncro remove Splashtop when I remove it from a Policy or Asset?

Because there are many versions of Splashtop--including those where it can be installed by the end-user--we will not uninstall Splashtop. See Disable & Uninstall Splashtop for more information.

Can I use this if Splashtop is already installed on an Asset?

Most of the time, yes. It will run alongside most versions of Splashtop with other RMM-provided versions of Splashtop being the exception. If the Asset has another instance of Splashtop that was installed by another RMM using the RMM edition, there will be a conflict and neither instance will work until the one of them is uninstalled.

What security protocols are in place for Splashtop?

Syncro simply facilitates the connection to Splashtop. Please refer to Splashtop's Remote Access Security page.

How can I tell which Organizations have Splashtop access enabled and how much I'm being charged?

Navigate to Admin > Reports and in the Customers section, run the Splashtop End User Charges Report.

Automatically Create Tickets from Inbound Emails

2024-06-17T18:33:41Z

Syncro can automatically create Tickets from inbound emails whenever the sender's email address matches an existing Organization (or an End User).

This document summarizes what you need to do to automatically convert inbound emails into Tickets.

You can read on, or watch this short video to learn more:

Set Up a Mailbox

First, configure a custom-branded email/Mailbox that you'll use to convert your Leads to Tickets, such as [email protected].

During this process you'll decide exactly how you want your tickets to be created from inbound emails. Your options are as follows:

Option

Description

Never

No Tickets will be created from inbound email.

Always

Syncro will create Tickets from inbound emails (assuming there's enough data to create an End User). Selecting this option may result in End Users being created when they shouldn't be.

Only for Existing Customers

(recommended)

Tickets will only be created if an End User matches an email address already exists in your account.

Tip: Syncro can recognize End Users via their email domain, which you can indicate on the Custom Fields tab when you create or edit an Organization:

We recommend you choose this option. This way, if Syncro recognizes the Organization, a Ticket is made for that Organization/End User. If not, a Lead is created instead. You can later determine if that Lead belongs to an existing Organization, a potential future client, or is not a valid person for entering Tickets.

For detailed instructions, see Configure a Custom-branded Email/Mailbox.

Enable the Ticket Setting

To have incoming emails to your Mailbox automatically converted to Tickets you must also:

Navigate to Admin > Tickets - Preferences.
Check the “Create Tickets from Leads (If Valid)” checkbox.
Click Save.

Note: This setting affects any inbound email that isn't already another type of classifiable message, like a reply to an existing Ticket or Estimate.

Troubleshooting

The table below describes common issues with creating tickets from emails, and how to correct them.

Issue/Error	Possible Solutions
You've forwarded your emails correctly and they're still not showing up in Syncro.	Ensure your email is being forwarded as the originating address and not the forwarded address. (Some providers call this redirecting.) No matter what your email provider calls it, make sure you're forwarding emails as the originating address, not the forwarded address.
Leads and/or Tickets aren't being created in my Syncro account.	This commonly happens if the Leads module is disabled on the account. Navigate to Admin > Leads - Preferences and make sure the Enable Leads Module box is checked. The Leads module is actually a component of the email system and needs to be active for inbound email routing to work.
Email doesn't seem to be hitting my account like it used to.	Navigate to Admin > Leads - Preferences and make sure the Enable Leads Module box is checked. After that, if NO email is coming in across all Organizations, most often this is because of the inbound traffic not being forwarded (routed) correctly back to the Syncro account. Navigate to Admin > Emails/SMS - Mailboxes. Then click the Edit (pencil) icon for your Mailbox. Copy the rsmbox address on the right and try emailing that from your email address. If a Lead is created from that test email, that means Syncro is accepting inbound traffic and the likely culprit is a bad forwarding rule on your email server-side that forwards to Syncro.
Emails aren't showing up in Syncro, and I'm seeing a 'Relay access denied' error on my mail server.	It's likely that emails aren't actually being sent from your server due to a lack of relay permissions. This can happen when you're using third-party email protection, and may mean one of two things: The SPF record of your email server isn’t configured properly, and is being detected as ‘High risk’ by your email filtering service, which blocks the sending of the email to protect the recipients. A new IP range may have been recently added by your email provider, and this range needs to be added to your filtering service’s relay table to authorize it. Depending on your provider, you may or may not have access to make the required adjustments to your SPF record or relay table. If you find that you can't make the necessary changes, Syncro recommends contacting your email provider or spam filtering provider for assistance.

Microsoft Outlook Calendar Integration

2024-07-25T12:50:06Z

Syncro uses Microsoft's OAuth-based integration system to facilitate the most secure and solid calendar integration possible. Unlike other systems, we store a token that's only allowed to access your calendar, not your entire Active Directory domain credentials.

What Syncs & What Doesn't

The Syncro-Outlook integration provides you with a two-way sync that allows you to:

Add appointments in Syncro that show up on your Office 365 calendar (and vice versa)
Update appointments in Syncro, with changes reflecting on your Office 365 calendar (and vice versa)
Delete (Cancel) appointments from your Office 365 calendar, with changes reflecting in Syncro (and vice versa)

The Syncro-Outlook integration does NOT sync:

Appointments that existed in Office 365 before the integration was set up
Recurring appointments

Note: Office 365 Home is not supported by the integration at this time.

Set Up the Syncro-Outlook Integration

Notes:

You must have an Office 365 Business/Enterprise account with administrative privileges to complete these steps.
Each individual User/tech must authenticate their own Outlook calendar.

To integrate your Microsoft Outlook calendar with Syncro, follow these steps:

Navigate to Admin > Integrations - App Center, then click the “Business Automation” link to narrow down the tiles. (Alternatively, you can type “office” in the Search App Center field.)
Select the “Office 365” tile:

Syncro displays the Office 365 Calendar Integration page:
Click Link Your Calendar Now. Microsoft's Sign In Screen displays.
Log into your Office 365 Business/Enterprise account where you have administrative privileges:

Note: You can't log into a personal Microsoft account for this integration.
On the Permissions Requested screen, check the “Consent” box, then click Accept:
On the pop-up that appears, click Calendar:

Tip: To get a clearer view, click the caret in the upper-right corner to minimize the header so it shows only the Primary Navigation bar.
When the pop-up closes, click Enable 2-Way Sync:

Note: If you don't click Enable 2-Way Sync, the integration is still active, but will operate only in one direction (from Syncro TO Outlook).
You can now schedule appointments from either Syncro or Office 365:

Note: The Syncro calendar will only sync appointments specifically assigned to the User/tech (who set up the integration), via their email address.
Tip: [O] or [S] in the appointment title helps you identify which system the appointment originated from.

Alternative Workflow

Click on your name in the Syncro User Profile menu, then select My Calendars:
Click the “*Updated* Office 365 Outlook Calendar” link/icon:
Continue from step 4 as described above.

Outlook ICS Calendar Integration

An ICS/iCalendar standard is an older way to create a connection between calendar services; you essentially subscribe to a calendar from another one. The screenshots show this flow using Outlook.

To subscribe to an ICS calendar in Syncro, follow these steps:

Click on your name in the Syncro User Profile menu, then select My Calendars.
At the bottom left corner of the Syncro calendar, click the “Subscribe to ICS” link:

Note: If you don't see this link, click Toggle View (Calendar) in the upper right.
In the browser tab that opens, copy the URL:
In Outlook, navigate to Calendars:
Click Open Calendar then choose “From Internet...”:
In the dialog that appears, paste the URL you copied, then click OK:

Your entries for 60 days prior and 60 days in the future appear on the Outlook calendar:

Note: The ICS link only updates every 30 minutes, so if you are testing this feature, please be aware of that.

Troubleshooting Outlook Integrations

500 Error Message

If Syncro displays a 500 Error during setup:

Make certain that you're logging into an Office 365 Business/Enterprise account where you have administrative privileges.

This error may display if you attempt to log into a personal Office 365 account, or one without the appropriate permission levels.

Office 365 Is Not Syncing

If Office 365 is not syncing, follow these steps:

Click on your name in the Syncro User Profile menu, then select My Calendars.
Click the “*Updated* Office 365 Outlook Calendar" link/icon.
Click Unlink Outlook Calendar.
Now that the calendar is unlinked, click the Calendar button to re-add it (as described in step 6 above).
Be sure to click Enable 2-Way Sync to turn this on.

Test Syncro-Outlook Syncing

To test syncing after making changes, follow these steps:

Create a new appointment in Syncro, then verify the new appointment appears in Office 365.
When it does, update the appointment in Office 365, then verify that the changes appear in Syncro.
Create a new appointment in Office 365, then verify the new appointment appears in Syncro.

Note: There could be a delay at first, so be sure to wait a bit. If an hour has passed and the syncing still isn't working, please reach out to support.

Syncro XMM: The Big Picture

2025-06-11T20:12:42Z

Syncro is dedicated to creating intelligent, game-changing software that enables IT professionals to optimize their operations and systems performance.

Founded in 2011 by two Managed Service Provider (MSP) veterans with a passion for IT service software design, Syncro is 100% focused on developing a platform specifically to meet the needs of MSPs and IT Departments.

Our software supercharges service delivery, maximizes uptime, and helps you proactively resolve issues before they become problems.

Syncro makes life easier for IT Administrators and Technicians—and more profitable for Managed Service Providers (MSPs). Our integrated platform provides the backbone of IT infrastructures, with a suite of easy-to-use features that drive speed, efficiency, and growth.

About XMM

Syncro XMM (eXtended Monitoring and Management) is the first fully integrated platform that sits at the core of your tech stack to help you secure environments, simplify your day-to-day IT operations, and position your business for profitable growth.

Our platform extends beyond traditional IT management software, delivering an industry-first combination of integrated Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and Microsoft 365 management capabilities into a powerful, unified solution. It provides advanced automation with enough flexibility and customization for you to run and grow your business on your terms.

Watch these short videos to learn more:

Note: The Microsoft 365 Management capabilities of the Syncro XMM platform are available on the Team Plan.

Remote Monitoring & Management (RMM)

RMM stands for Remote Monitoring and Management. It refers to a set of tools used to monitor client endpoints, networks, and computers remotely.

These tools allow you to maintain systems more efficiently by automating routine maintenance, proactively deploying updates, identifying issues early, and responding quickly to incidents without requiring on-site visits. This proactive approach helps prevent downtime, improve service quality, and reduce operational costs.

Syncro RMM is designed to cater to the needs of both Managed Service Providers (MSPs) and IT Departments. Its integrated platform helps increase team efficiency, provides better service to end users, and supports business growth through robust endpoint management, reporting, and automation.

An effective RMM typically includes features like real-time monitoring, automated patch management, remote access, alerting, scripting capabilities, and reporting. These features work together to provide visibility, control, and automation across an IT environment.

Tip: If you don't plan to use Syncro for Billing & Invoicing, you can configure Syncro to focus on RMM features.

Professional Services Automation (PSA)

PSA stands for Professional Services Automation. It’s a category of software that helps service-based businesses manage their operations more efficiently.

PSA tools typically support functions like ticketing, time tracking, contract and SLA management, invoicing, project management, integrations and reporting.

Syncro’s PSA fully automates billing and invoicing processes. It tracks variables like employees, assets, and policies to ensure accurate billing, and can automatically generate invoices based on customizable factors to help you get paid quickly and accurately. You can create custom templates for routine tasks and resolutions, optimizing ticket and help desk workflows.

These features help streamline daily operations, improve visibility, and ensure billing and support are aligned. This helps both MSPs and IT Departments deliver services more consistently and efficiently, leading to higher client satisfaction.

Microsoft 365 Management

Snippet: MS365 Team Features

If you're using or managing Microsoft 365 Tenants, Syncro's Team Plan offers end

[insert-question 3387731]

Subscription Plan Overview

All new Syncro trials are on the Team Plan. If you're already a Core Plan subscriber and want to trial our Team plan, navigate to Admin > Syncro Administration - Account Settings, then click Trial Team. You can do this once every 6 months.

For more information about Trials, see About Syncro Trials.
For more information about each (including a comparison of the plans), see our Pricing page.

Remember, by subscribing to Syncro’s Team plan, you unlock the full power of the Syncro XMM platform. For more information about what that includes, see Team Plan Overview.

Customize & Assign Notifications

2024-05-06T14:58:52Z

Notification Sets allow you to customize which notifications you want, which users receive them, and how those users are notified.

For example, your technicians do not need notifications for any estimates, invoicing, or payments. However, they may need notifications for RMM alerts and appointments.

You can read on, or watch this short video to learn more:

About Notification Sets

If multiple Notification Sets contain the same Event trigger(s), Syncro will not deduplicate them and you may receive duplicate notifications.
Any Global Admin can manage Notification Sets to send either to themselves or to other members of their team. Therefore you may receive notifications you did not specify yourself.
For Events containing the language “My,” “Mine,” and similar, Syncro only sends notifications if the user is also selected in the “Notify These Users” field at the top of the New/Edit Notification Set page.
- For example, a “Ticket - Status was Changed on My Ticket” event would only trigger Syncro to send a notification to you if you are assigned to that Ticket and you are listed in the “Notify These Users” field. If other users are listed in the Notify These Users field, they do not receive the notification because they are not associated with that Ticket.

Default Notification Sets

By default, there are three (3) Notification Sets you can use right away:

Default: Triggers emails for core flows in Syncro, including Ticket replies, Appointments, Invoice and Estimate updates, etc.
Mail and SMS Limit Alerts: Triggers emails and in-product notifications for Admins about things like snail mail and SMS credits, etc.
RMM Alerts: Triggers emails and in-product notifications when an RMM alert is created and an in-product notification for when an Asset is created.

Click the hyperlinked Name or the Edit (pencil) icon to edit these notification sets to customize them for your needs.

Create a New Notification Set

To create a new notification set, follow these steps:

Navigate to the Notification Center/Manager under Administration > Syncro Administration - Notification Center:

The Notification Sets Manager table displays any existing notification sets.
Click +New Notification Set. The New Notification Set page displays:

Create a Name for your Notification Set. This is an internal name only and should be named for how you identify which Users will be assigned this set. For example, "Technicians," "Global Admins," "Billing," or “Dispatch.”
Select the Users that should receive notifications you choose for this Notification Set.
(Optional) Add any non-Syncro User emails to receive the notifications. For example, you want to have a "catch-all" email receive all the RMM Alerts from Syncro.
For each EVENT listed down the left side of the page, specify one or more method of deliveries by checking the boxes.

Methods of Notification Delivery

Syncro provides have five (5) methods for notification delivery:

Method	Description
Email	User receives an email. This uses the information from the User Profile (Admin > Users).
SMS	User receives an SMS to the number specified in their User profile.
In-App Notify	User receives a Pop-Up in their Syncro account. This shows in the top right corner when a Syncro instance is open.
Mobile Push	User receives a Push notification to the Syncro Mobile App on their mobile device or tablet where the Mobile App was downloaded.
Webhook	User receives a Notification to the Webhook URL address. Syncro integrates natively with both Slack and Microsoft Teams. Enable those integrations in the App Center before customizing the set if you want to use those.

February 2025 Release Notes

2025-02-11T22:41:15Z

These improvements cover updates made since the January 15th release.

New Features

New Ticket Page Beta

The Ticket Page is a core part of the Syncro experience that most users interact with many times a day. This volume of interactions means that even small changes can have huge impacts to usability and efficiency over time.

We set out to redesign the page to make it as easy as possible for you to navigate effectively, quickly find what you are looking for, and manage your tickets, while making it feel modern and aesthetically pleasing. You can turn on this Beta Feature in your Ticket Settings:

Your feedback has been instrumental in guiding this update and showing us where our user experience can be improved, and we hope you like the results. Here's what's new:

Ticket Views Panel: Easily access and pin your most important Ticket Views with our left-hand navigation panel.
Color-Coded Ticket Statuses and Priorities: Configure custom colors for different Ticket Statuses so important tickets stand out. Ticket Priorities are hard coded, with Urgent tickets in red, High tickets in yellow, Normal tickets in blue, and Low priority tickets in grey:
In-line Editing: Edit more ticket fields right from the Ticket Page, including Due Dates, Ticket Subjects, SLAs, and Contracts. No more clicking back and forth to the Ticket Details page.
Ticket Groupings: Easily see the total number of tickets by status, technician, customer, and more. Expand any group to see the individual tickets:

Read more here: About the Tickets Tab/Page.

Note: There are some reports from our early access partners of slower than expected performance loading some Ticket Views and scrolling through long lists of tickets. We are actively working on fixes to address those issues.

Mobile App Enhancements

This update adds @mentions to the mobile app, letting you collaborate with colleagues or end users. This update also removes character limits in ticket comments.

Read more here: Syncro Mobile: Work with Tickets.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Improvements & Fixes to Existing Features

Window Agent

Fixed an issue where URLs in the agent system tray menu would open the Documents folder in Windows File Explorer instead of launching the URL in the default browser.
Fixed an issue where the script module command ‘Get-ScreenCapture’ with flags ‘-WarningAction SilentlyContinue’ enabled would not run silently in some cases.
Updated default logos and branding of the Syncro agent processes in Windows.
Included backend updates to Windows patching in preparation for the upcoming Windows Patching dashboard release.

Tickets

Customer replies were not always moving tickets to the top of the Ticket list sorted by Last Update.

End User Portal

Issues were resolved with the “View Mine” permissions for Assets and Tickets when the toggle to disable billing and invoicing was turned on in Account Settings.

Mobile App

An issue causing an “Access blocked” error when logging into the mobile app with SSO using Google Auth was resolved.

Other

Updated copy in the Mailbox setup flow to help clarify steps needed outside of Syncro to configure Mailboxes.

Syncro Agent Feature Matrix

2024-12-11T21:21:16Z

Feature	Windows	Mac Agent	Linux Agent
Native Checks - Blue Screen	√	N/A	N/A
Native Checks - Antivirus Installed	√	√	*
Native Checks - Application Crashes	√	N/A	N/A
Native Checks - SMART Failure	√	√
Native Checks - Low Disk Space	√	√	*
Native Checks - Firewall Enabled	√	√
Native Checks - HDD Fragmentation	√	√
Native Checks - Device Manager Issues	√	N/A
Event Log Monitoring	√	N/A	N/A
Resource Monitoring (CPU/Memory)	√	√	*
Agent Status (Online/Offline)	√	√	√
Patch Management (Operating System)	√
Application Management (Third Party)	√
Service & Process Monitors	√
Managed AV - Bitdefender	√	†, ‡
Managed AV - Webroot	√	‡
Managed AV - Emsisoft	√	N/A
Native Splashtop RMM Remote Access	√	√	√
Backgrounding Tools	√
Agent Icon with Menu - Customizable icon/menu	√	√
Agent Contact Form	√	√
Chat	√	√
Scripting Engine - Powershell	√	N/A	N/A
Scripting Engine - VBScripts	√	N/A	N/A
Scripting Engine - Batch files	√	N/A	N/A
Scripting Engine - Bash	N/A	√	√
Scheduled Scripts (on Policy or manual schedule)	√	√	√
System Checks - External Monitoring (ping/http)	√	√
Remote Control - "Bring your own" TeamViewer	√	√
Remote Control - "Bring your own" ScreenConnect	√
Remote Control - "Bring your own" Splashtop	√		√
Agent Silent Install	√	√	√
Agent Auto Updating	√	√	√

† Requires macOS Full Disk Access Permission at Install

‡ Does not support silent uninstallation

* Feature is currently in development or planned for a future release.

February 2026 Release Notes

2026-02-01T23:09:11Z

These improvements cover updates made since the January 7 release.

New Features

Linux Agent - Open Beta

The new Linux Agent brings RMM functionality to critical server and workstation environments. This enables partners to standardize their monitoring and support workflows across Windows, Mac, and Linux assets from a single console.
Core Capabilities:

Robust Scripting: Deploy and manage full Bash scripts with native module support for alerts and ticket creation.
Comprehensive Monitoring: Gain immediate fleet visibility today through hardware specifications and offline presence alerting, or use our robust scripting engine to trigger custom RMM alerts for critical system metrics with built-in disk and memory monitors coming soon.
Secure Remote Support: Initiate one-click Splashtop remote desktop sessions directly from the Syncro console for full GUI access, or leverage integrated scripting for seamless troubleshooting that never interrupts the end-user.
Broad Distribution Support: Supports standardized, silent deployment across Ubuntu, RHEL, and Debian-based systems

Read more here: Work with the Syncro Linux Agent.

Reporting and Data Extraction Updates

These updates close critical reporting gaps by delivering higher-impact data for billing accuracy and asset management.

Billing Reconciliation: The Pending Ticket Charges report now includes ticket subjects and service item context for faster revenue verification. The Ticket Time Entry Report now includes ticket subject and totals for actual time and billable time.
Report Builder Enhancement: Windows patching details have been added so that reports can be created to show patches applied to assets providing metrics to help with compliance scenarios.
Dynamic Asset Exports: You can now export your customized Asset list view directly to a CSV, matching the specific columns and filters you have applied.

Read more here: Take Actions on Your Assets.

We have expanded our Microsoft 365 Cloud Backup capabilities to support international data residency requirements and privacy regulations.

New Compliance & Data Residency Features:

Azure EU Region Support: Customers can now choose to back up and store their Microsoft 365 tenant data within the Azure EU region to meet local data sovereignty needs.
GDPR Purge Requests: Syncro now supports specialized purge requests for individual users across all tenants, ensuring MSPs can stay compliant with Right to Erasure (GDPR) mandates.

Microsoft 365 Onboarding Improvements

We have replaced silent authentication failures with a responsive and informative UI designed to guide users through the M365 integration process available on Team Plan.

Actionable Troubleshooting Guides:

Permission Verification: Clearly identifies if an authenticating account is missing from the required "Admin Agents" group.
Relationship Checks: Detects if a CSP tenant lacks the necessary customer relationships before allowing the integration to proceed.
MFA Compliance: Alerts technicians if an admin account was not properly prompted for MFA, ensuring secure connections.

Read more here: Integrate with Microsoft.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life improvements and fixes we've made in this release:

API

A new endpoint (/customer_assets/{id}/patches) has been created to retrieve asset patching details to offer more access to managed asset data and can be helpful in creating PowerBI reports.
A new endpoint (/tickets/{id}/comments) has been created to retrieve Ticket Comments. The ability to retrieve the complete ticket comment history other than the initial comment or description from the main Tickets API endpoint will be sunset in the future making this new endpoint the mechanism to manage the full history of comments via API.
Fixed an issue which led to RMM_Alert API returning an incorrect ticket status.
Addressed issues causing timeouts with the Customer Asset, Leads, and Ticket Timer endpoints.

Assets

Resolved frequent WMI errors generated by the Syncro Live Agent Runner Service in Backgrounding Tools.
Fixed connectivity issues that caused Mac Agents to incorrectly report as offline.
Updated the Mac Agent Contact Form to automatically prefill Assigned End User information and highlight required fields.
Resolved an issue where the Get-ScreenCapture script command would trigger a manual Snipping Tool prompt on Windows 11; it now runs silently as intended.
Improved SNMPv3 alerting reliability to ensure "Offline" notifications are triggered immediately once a device exceeds its configured downtime threshold.

Mobile App

Fixed a bug in the Mobile App which was leading to sessions sometimes being ended sooner than expected.

Scripts

Fixed an issue where the running of the Syncro Internal: Reboot scripts when manually scheduled could not be canceled or removed.
Fixed an issue with the display of long Script names and descriptions on the Script list page.

Reports

Optimized the Ticket Time by Technician report to ensure large datasets can export as expected.
Fixed how Report Builder modules without data display in dark mode.
Fixed an issue with the Report Builder Text Block > Antivirus Coverage count some times being incorrect for Managed Defender.

Tickets

Ticket Automations can now be managed by users who are not Global Administrators through a new permission available in Security Groups configured for All Customers.
Browser level preferences are now stored for the opened and closed state of each section on the right side of the Ticket Details page so that users who mostly go to the Ticket Details page to enter comments can close all other sections to avoid having to scroll down to the Ticket Communications section.
Fixed an issue where tickets created and edited by other users were not updating the new Ticket page in real time.
Fixed an issue where SLA Breach notifications were not sending.
Fixed a bug in the Mailbox settings which could lead to cases of the Issue Type and Ticket Status field not updating to the expected value on ticket create.
Fixed an issue where the Back button did not work when accessing an individual Ticket from the Ticket module on the Customer Organization page.
Fixed an issue where Ticket Views filtered by Customer Organization would continue filtering by that Customer Organization even after edited to not use that filter.
Fixed an issue where edited labor log entries could revert back to their original amounts when the Labor Rate Type was changed.
Fixed an issue with starting the ticket timer when the Labor Log section was collapsed.
Fixed an issue when multiple worksheets on the same ticket are marked as complete too quickly.

Other

Fixed an issue where bills were not created in Xero when products were marked with Track Inventory.
Fixed an issue where Disabled User IDs persist in dropdowns even after they are disabled, even though they appear blank.

Work with Policies

2026-01-25T16:04:01Z

A Policy is a collection of checks, monitors, and settings that reflect Standard Operating Procedures. Instead of configuring every device individually, you assign policies to Organizations or folders, and the assets within them inherit these settings automatically. You create and update policies to consistently configure RMM features like patch management, antivirus, and scheduled scripts, ensuring proper security and system maintenance across your fleet.

About Policy Inheritance

Key Concepts

Hierarchy & Propagation: Syncro automatically creates a policy folder named for each Organization and assigns the example Top-Level Policy. You can further organize assets into subfolders (up to five levels deep), assigning one policy per folder. Settings automatically propagate downward from the top level through all nested subfolders to the assets inside.

Direct Assignments & Exceptions: While assets naturally inherit settings based on their folder placement, you can apply a policy directly to an asset to create specific exceptions.

The Effective Policy: The Effective Policy is the final, merged collection of all settings applied to an asset. When settings conflict, the system generally uses the setting closest to the asset (i.e., the most specific level overrides the parent).However, drive monitors, scripts, system tray items, third-party patches, and Windows updates are additive rather than overrides. For example, if a parent policy has script A and the child policy has script B, the effective policy runs both.

Video

Watch this short video to see policy inheritance in action:

Example

Here's an example of one Organization's Assets & Policies subtab. You'll notice the folder structure mentioned above. It's not unlike one you'd have in Windows:

Demo Company is the Organization's (top-level) folder.
Demo Site 1 and Demo Site 2 are sub-folders.
Inside the Demo Site 1 sub-folder are three sub-folders: Macs, Servers, and Workstations, and inside each of these sub-folders are assets (e.g. for Servers, the asset is called IP-COA88A91).
Inside Demo Site 2 are five subfolders.

Look at the POLICY column to see what policy is being applied at each level:

The three sub-folders of Demo Site 1 and the 5 sub-folders of Demo Site 2 inherit the policy called Top-Level Policy, because they're assigned to the Organization (top-level folder) named Demo Company and don't have any policies specifically applied to them (noted by the “—” in the POLICY column).
The IP-COA88A91 asset inherits the policy called HDD Monitoring Override from the Servers sub-folder, as well as Top-Level Policy from the Demo Company folder.
The assets in the Workstations folder inherit the Emsisoft policy and Top-Level Policy.

Best Practices

To maintain security and efficiency while reducing manual administrative work, we recommend the following structure.

Define a Top-Level Policy: Create a Top-Level Policy that applies to all assets (e.g., basic security tools, remote access) and apply this at the Organization level. This ensures every current and future asset added to that Organization automatically receives your baseline security and monitoring settings. Adjust the default Top-Level Policy to automate onboarding of future clients in RMM Settings, and assign or bulk assign your Top-Level Policy to any existing Organizations.
Use Sub-folder Policies by Role: Do not apply specialized settings to the top level. Instead, create policy sub-folders such as "Servers" and “Workstations” that match an endpoint's role. Then create specific policies and assign them to those sub-folders. For example, a "Server Policy" might have stricter patching schedules or different event log monitors. See also: Examples of Windows Update Policies.
Leverage Inheritance: Allow the assets in the "Servers" folder to inherit the Top-Level Policy plus the server-specific rules from the sub-folder.

The benefits of following these best practices include reduced manual configuration time, ensures no asset is left without a policy, and that new assets added to “Servers” and “Workstations” folders, for example, automatically get the correct configuration.

You should also regularly review the "Applied Policy Report" to validate that patching and antivirus policies are enforced as intended across your fleet. This report also allows you to quickly identify devices that may have fallen out of compliance or been manually overridden. See also RMM Reports.

Create a New Policy

To start taking advantage of policy inheritance, you'll first want to create some of your own policies. Read on, or watch this short video to learn more:

To create a new policy, follow these steps:

Navigate to the Policies tab. Any existing policies appear in the table:
Click +New Policy. This opens Syncro's Policy Builder.
At the top, enter a Name for the policy.
In the left panel, click any of the eight (8) policy categories to begin adding things to your policy:
1. Use the dropdown menu on the right side to add sections. (When all available sections are used, this dropdown menu is not shown.) See About Syncro's Policy Builder for more details about each category.
2. Use the fields that appear to customize the settings. A bubble next to each policy category indicates its current number of sections.
3. Several policy categories require you to select a larger group of settings that you set up in a policy module. These include: Monitors (for Event Logs, and Process & Services), System Tray (for Agent Contact Forms), Third-Party Updates/Patch Management, and Windows Updates. See Available Policy Modules for details.
4. To remove a section, click the X in the upper-right corner of that section.
Repeat step 4 to add more checks and monitors to your policy.
Click “Policy Overview” at the top of the left panel to see a read-only view of everything you've configured for this policy. This is called the Effective Policy:
When the Policy Overview looks correct, click Save Policy.
Click Back to Policies to see the new policy in the Policies table. You can now assign this policy to your Assets.

Assign a Policy

Note: Policies cannot be assigned to manually created assets.

IMPORTANT: When you assign a policy to a folder, the policy propagates down to any subfolders and assets inside that folder. See About Policy Inheritance.

For a Single Organization

Read on, or watch this short video to learn more:

Follow these steps to assign a policy to an Organization's assets:

Navigate to the Organizations tab. Any existing Organizations appear in the table.
Start typing the name of an Organization into the search bar and click their name to open that Organization's Details Page.
Select the Assets & Policies subtab.
By default, the Organization has a folder that matches their name:
The Policy column displays the currently assigned policy, and the Asset Quantity shows you how many assets are assigned that policy.
Click on a folder, subfolder, or individual asset to select it, then click Update Assigned Policy.
In the Assign Policy window, select the new policy from the dropdown menu, then click Assign Policy.

To Multiple Organizations (Bulk Assignment)

When you have several hundred, or even thousands of customer Organizations, it can be tedious to go into each Organization to change their Top-Level Policy. Fortunately, Syncro provides a bulk assignment feature so you can set Top-level Policies across all of your Organizations with one simple action.

Follow these steps:

Navigate to the Policies tab.
In the upper right, click Bulk Assign Top-Level Policy:
In the Bulk Assign Top-Level Policy window, select the policy you want to bulk assign. If you only want to apply the policy to Organizations who don't yet have a Top-level Policy assigned, check that box.
Click Confirm. Changes may take up to 15 minutes to apply.

Edit a Policy

You can easily update your existing policies so that any assets assigned to that policy (either directly or through policy inheritance) automatically change their settings to match.

To edit an existing policy, follow these steps:

Navigate to the Policies tab. Existing policies appear in the table.
Click the hyperlinked name of a Policy to open it in the Policy Builder:

Note: Syncro's Policy Builder defaults to the read-only Policy Overview, which ONLY shows the current, Effective Policy.
Edit the Name of the policy if you want.
In the left panel, click a policy category to edit its sections and customize the settings.
Repeat step 4 until the Policy Overview displays the Effective Policy to be as you'd like it.
Click Save Policy. Your policy changes are now in effect.

Remove a Policy

When you want to remove an existing policy, you can.

IMPORTANT: When you remove a policy:

Any assets assigned to it (either directly or through policy inheritance) automatically change their settings to match.
Please ensure that any applications installed on the asset via the policy are also removed (e.g., managed antivirus applications, or remote applications like Splashtop).

To remove an existing policy, follow these steps:

From the Assets & Policies Subtab

Since policies are assigned to Organizations and their Assets, you can remove policies from an Organization's Assets & Policies subtab. This is the preferred method, since it can be easier to see the effect the removal will have via policy inheritance.

Navigate to the Organizations tab. Any existing Organizations appear in the table.

Start typing the name of an Organization into the search bar and click their name to open that Organization's Details Page.
Select the Assets & Policies subtab:

The Policy column displays the currently assigned policy, and the Asset Quantity shows you how many assets are assigned that policy.
Click on a folder, subfolder, or individual asset to select it, then click Update Assigned Policy.
In the Assign Policy window, click Remove Policy:

The Policy column in the Assets & Policies subtab updates to show that the policy has been removed.
Click Save Changes. Your policy changes are now in effect.

From the Policies Tab

If you're certain you know how the removal of a policy might impact others via policy inheritance, follow these steps:

Navigate to the Policies tab.
Click Remove in the row for the policy:

If the policy is associated with at least one policy folder, the system warns you about it:
Click OK if you want to proceed. The policy folders and/or assets lose their assigned policy and inherit from the remaining Effective Policy.

View the Effective Policy

To see the Effective Policy (i.e., the sum of all policies currently being merged and applied to a folder or asset):

Navigate to the Organizations tab, then select a specific Organization.
Click the Assets & Policies subtab, then click Show Effective Policy:

The Policy Overview tab of the Policy Builder displays, giving you a read-only view of everything currently enabled or disabled on the policy at any given level:

Alternatively, you could navigate to an Asset's Details Page and click the “View Effective Policy” link in the Overview:

Locate Assets by Policy Folder

You can create Saved Asset Searches to identify assets based on where they live in your policy hierarchy. This is particularly useful for isolating groups of devices (like Servers or Workstations) for reporting, bulk actions, script deployment, and automated billing.

Follow these steps to create a Saved Asset Search by Policy Folder:

Navigate to the Assets & RMM tab.
Click the magnifying glass icon with the + sign, located on the left side of the page:

This opens the Saved Asset Search sidebar.
In the Saved Asset Search sidebar that opens, click New Search.
In the "New Saved Asset Search" pop-up window, enter a descriptive Name such as “Server Policies.”
Scroll down to the Policy Folder Name field:
- Select “Equals” (or "Contains" if you want a broader match) from the dropdown menu.
- Enter the name of the policy folder you want to target (e.g., "Servers").
Click Save.

This Saved Asset Search now dynamically aggregates all assets located within folders matching the name “Servers”.

See also: About the Assets & RMM Tab/Page.

Automate Billing Based on Policy Folder

To bill clients based on your policy folder structure (e.g., charging a specific rate for all assets in "Servers" or "Managed Workstations" folders), use the Policy Folder line item type in your recurring invoice. This method ensures your billing counts update dynamically as you add or remove assets to your folders.

Set Up Microsoft Entra ID User Sync

2025-03-03T16:05:40Z

The Microsoft Entra ID User Sync is a direct integration between Syncro and Microsoft Entra ID, and is for any MSP or internal IT organization whose End Users are on the Microsoft platform.

Once you've integrated Microsoft and mapped your Syncro Tenants, you can set up Entra ID User Sync to add and update End Users in Syncro based on the User Type, Department, Office Location, Domain, and/or Group assigned to those users within the Microsoft Tenant.

The Microsoft Entra ID User Sync provides:

The pre-population of End Users in Syncro, based on those you've already set up in Microsoft Entra ID.
Ongoing consistency between Syncro and Microsoft Entra ID as users are added, removed, or changed.

Note: The Microsoft Entra ID User Sync replaces the former Syncro-Entra ID Sync integration, but you can continue using the legacy sync. If desired, you can run both in parallel to facilitate a smooth transition.

Prerequisites

Before you set up the Entra ID User sync, ensure the following in your Entra ID set up:

Users exist
Devices are enrolled
Devices are assigned to users
Groups and permissions are set correctly.

In Syncro, ensure that the email addresses of any existing Contacts/End Users are up to date and match the Entra ID users.

These are foundational best practices so you have a clean experience downstream.

Enable the Sync

You must enable Microsoft Entra ID User Sync for each Organization.

First, in Entra ID, be sure you've met the prerequisites.
Navigate to the Syncro Tenant's Details Page:
In the Microsoft User Sync column, click Set Up.
Tip: If you have more than one Organization in the Syncro Tenant, start with the primary one (e.g. “Corporate HQ”).
Click the down-facing caret to open and check the desired boxes for the User Type, Domain, Office Location, Department, Group, and Microsoft 365 License Status sections:

Notes:
- If you're an IT Department and:
  - Have only one Organization, expand the “User Type” section and verify that the “Member” box is checked. If you have any users on the Microsoft Tenant who should NOT be brought into Syncro, expand the other sections and check the boxes as desired. For example, you might select specific Domains or specify a Microsoft 365 License Status.
  - Created multiple Organizations based on Department/Business Unit, then expand the “Department” section" and check the boxes for your Departments. If your Organizations are Location-based, do the same but with the “Office Location” section. You'll need to repeat this Enable Sync process for each of your Organizations.
- Users can also be synced from Entra ID by their Entra ID group and/or by whether they have a Microsoft license.
- Users who meet all of the selected criteria will be synced. Microsoft users who match these criteria will also be added to the Organization's End Users Subtab. Checking the “All” box in any section will automatically include future users (e.g., if a new Office Location" is added, users from that location will be included in the sync). Your settings here may impact the initial sync.
Click Enable Sync, then Close. The sync is now in progress.
If you want to verify that End Users appear correctly, review About the Initial Sync then:
1. Click on the hyperlinked Organization, then select the End Users subtab.
2. Confirm that the correct number of end users appear.
3. Click into a few end user rows and verify the population of their user attributes (e.g. Job Title, Email, Phone, etc.).

Once the sync is set up, the Microsoft Entra ID User Sync column displays an “Enabled” status, and a vertical ellipsis () icon appears at the end. Syncro knows about users and devices, but no Syncro assets exist until you install the Syncro agent on the devices. See also: What Gets Synced & When.

Note: The options available after the User Sync shows an “Enabled” status include Edit User Sync Filters and Disable User Sync.

Tip: You can also start this process from an Organization's End Users subtab by clicking the Set Up Microsoft User Sync button:

What Gets Synced & When

Once you've set up the Microsoft Entra ID User Sync, Syncro pulls the following Microsoft user data from Entra ID to populate your End Users:

User Details: Name, Email, Phone, Mobile Phone, Street Address, City, State/Province, Zip/Postal Code, and Job Title.
Microsoft Data: Assigned Microsoft licensees, Last Activity (i.e. sign In date/time), MFA Status and Method, and User Principal Name.
Associated Devices: If the Microsoft user has a device in Entra ID with the same MAC address as an Asset in Syncro (i.e. a device with the Syncro agent installed), the sync will link the End User to their associated Assets.

Following any initial sync time, End Users are synced from Microsoft HOURLY, and End User's Details page displays their Microsoft User Details, which includes information about licenses and MFA.

Tip: Use the Microsoft License and Last Microsoft Activity columns in the End Users subtab/table to easily see which End Users are being synced with Entra ID.

About the Initial Sync

If you've filtered your user sync by Group, Syncro won't display any End Users for your Organizations until all of them have been processed. This first-time process may take up to 12 hours. Any users added after the initial sync might also not show up in Syncro for up to 12 hours. (This delay does not apply to syncs not using the Group filter.)

If End Users already exist for an Organization in Syncro but you want to sync with Entra ID, know that Syncro matches based on email address. So if there's an existing End User in Syncro with the same email address as the Microsoft user, Syncro won't create a duplicate. Instead, it will map the existing End User to the Microsoft user for future syncing. Additionally, Syncro only looks for matches within the Organization, so if you have a person who's an End User for multiple Organizations, the sync will only map the Microsoft user to the Organization for which it it syncing.

About Asset to End-User Assignments

Syncro attempts to auto-assign assets to end users if the Entra device is assigned to a user, and the MAC for that Entra device matches the Syncro asset MAC. When the match succeeds, the asset is automatically assigned to the end-user. You'll see this in both the Owner Information section on the Asset Details Page (in the “Assigned Contact' field) and on the End User Details Page (in the ”Associated Assets" section).

If the match fails, the asset remains unassigned and you must manually assign it to an end user.

About Deleted or Disabled Users

Disabling an account in Entra causes Syncro to mark the End User as “Disabled in Microsoft.” You can filter the End User table to exclude these:

Deleting an account in Entra will NOT do anything to the End User in Syncro.

Edit User Sync Filters or Disable User Sync

If you've added a new group of users on a Microsoft Tenant that don't belong to the same Organization, you may want to edit your user sync filters. To do this, follow these steps:

Navigate to a Syncro Tenant's Details Page.
In the Organization's Microsoft User Sync column, click the vertical ellipsis ().
If you want to adjust the sync filters, select the “Edit User Sync Filters” option. Make your changes in the pop-up window, then click Save.
Note: Editing sync filters applies to future/ongoing syncs. Any Syncro End Users mapped to Entra ID users who no longer meet your criteria will not be deleted from Syncro; they will no longer be updated. Moving forward, new Syncro End Users will be created only if they meet the new criteria.
If you want to disable the sync altogether, select the “Disable User Sync” option. See also About Deleted or Disabled Users.
Note: Disabling user sync will stop automatic updates from Microsoft Entra ID. Existing users will remain in Syncro, but new users and changes from Entra ID will no longer be synced.
If you're certain you want to do this, click Disable User Sync in the confirmation pop-up window. Syncro redisplays the Set Up button in the Microsoft User Sync column so you can re-create the sync at any time.

Troubleshooting

If you accidentally sync Entra ID users from the wrong Microsoft Tenant, follow these steps:

From the Syncro Tenant Details page, disable the Entra ID User Sync.
Individually delete any Syncro End Users that should not have been created for the Organization. See also: Delete an End User.
On the Microsoft Tenant Integrations page, ensure the correct mapping exists between the Microsoft and Syncro Tenants. Depending on what's incorrect, you'll need to take one of the following actions:
1. Unmap the Syncro Tenant from the incorrect Microsoft Tenant and then remap the correct one.
2. Re-assign the Organization to the Syncro Tenant that is mapped to the correct Microsoft Tenant.
Set up a new Entra ID User Sync from the Syncro Tenant Details page.

How Ticket Metrics Are Calculated

2025-01-24T16:52:36Z

Whether you're a manager at an MSP or inside an IT department, your team's productivity directly impacts how the people you support feel about your services.

Therefore, Syncro provides metrics to help you understand how you're doing and where there's room for improvement.

This document tells you everything you need to know about how we calculate two important metrics: Average First Response Time and Average Resolution Time. It also shows you where in Syncro you can expect to see them.

Note: If you want to better understand individual ticket metrics that roll up into these averages, you can set up either the Tickets page or one of The Report Builders to include those individual ticket values.

Average First Response Time

Because it's an average, the First Response Time of individual tickets drives this calculation. First Response Time for an individual ticket is the difference between the date/time that a ticket is Created and the first public response for that ticket.

Average First Response Time is the sum of Response Times for individual tickets, divided by the number of tickets with response times. A Public (or customer-facing) Response is a Public Note, Email, or SMS communication from the Ticket's Communications Section. (Private Notes are NOT included in this metric.) Syncro considers the first Public Response as the first response for a given ticket.

Note: If a ticket is Resolved without a public response, then the Response Time is same as the Resolution Time. In other words, Syncro considers a resolved ticket as responded to---otherwise any ticket resolved without a public response would not count toward this calculation.

Average Resolution Time

Because it's an average, the Resolution Time of individual tickets drives this calculation. Resolution Time for an individual ticket is the difference between the date/time that a ticket is Created and the date/time that ticket is Resolved.

Average Resolution Time is the sum of Resolution Times for individual tickets, divided by the number of Resolved tickets.

Note: If a ticket is reopened and resolved again, then the Resolution Time is the difference between the created date/time and the LAST date/time the ticket is resolved. While a re-opened ticket is unresolved, the ticket does not contribute to the Average Resolution Time. See also Ticket Lifecycles: Reopening, Merging, or Splitting.

Settings That Impact These Metrics

A number of settings can impact individual tickets' First Response and Resolution Times, and therefore, the metrics reported in these averages. These settings include: Your Display, Ticket Lifecycles, Specified Business Hours, and Service Level Agreements (SLAs).

Your Display

Both Average First Response Time and the Average Resolution Time metrics display in many locations, including:

In the Ticket Metrics panel on the Tickets tab/page (as “Avg Response/Avg Resolution”)
On the Ticket Views Health Metrics report/page (as “Avg First Response Time/Avg Resolution Time)
On the MSP Dashboard (as “Average First Response Time/Average Time to Resolution”)
In the Internal Report Builder and the Executive Summary Report Builder. (See The Report Builders.)
In the Resolution Time Summary report.

If you've set filters (e.g., in the Tickets table) or specified date ranges (e.g., for reports), Syncro updates the Average First Response Time and Average Resolution Time metrics to reflect your choices. In other words, your display/view of the page or report also changes the values of both metrics.

Ticket Lifecycles: Reopening, Merging, or Splitting

If a ticket is Resolved but then re-opened, the initial First Response Time remains unchanged. However, Syncro waits until the ticket is Resolved again before calculating its new Resolution Time. The new Resolution Time will include the period when the ticket was originally marked as closed to capture the full duration between the ticket creation and the final ticket resolution.

If a ticket is merged with another ticket, Syncro clears the First Response Time and Resolution time for the source ticket; existing metrics are transferred to the destination ticket.

If a ticket is split into multiple tickets, the original ticket retains its metrics. Once resolved, the newly-created ticket gets a new Resolution Time, which is the time between the creation of the split ticket and the final resolution of the split ticket.

The First Response time for the new ticket is adopted from the original if the original ticket had a Public Response. If the original ticket hadn't been responded to yet, then each ticket from the split will have its own first response.

For example:

Ticket 1 has a Resolution Time of 3 hours, and Ticket 2 has a Resolution time of 5 hours. Ticket 1 is merged with Ticket 2. Ticket 2's Resolution Time is still 5 hours. Ticket 1's Resolution Time is 0.
Ticket 1 has a Resolution Time of 4 hours, and you split it. Ticket 1's Resolution Time is 4 hours and Ticket 2's Resolution Time is a newly-calculated one.
Ticket 1 is not marked Resolved before you split it. Ticket 1's Resolution Time is the amount of time between the original ticket creation and the resolution of Ticket 1. Ticket 2's Resolution Time is the amount of time between the split date and the resolution of Ticket 2.

Service Level Agreements (SLAs)

If a ticket has an associated SLA, Syncro calculates its metrics based on that SLA.

For both the First Response and Resolution Time metrics, if a ticket is associated with a Service Level Agreement (SLA), Syncro doesn't count any time outside your specified SLA schedule, or the time during which the SLA is paused.

For example, you might pause an SLA is when a ticket is in a "Waiting for Customer" status.

If the SLA pauses outside of business hours, then the hours outside of business hours won't count towards either metric. If the SLA timer continues outside of business hours, then hours outside of business hours will count towards both metrics.

Notes:

Updates to your SLAs do not affect tickets that have already been marked as Resolved.
Tickets in “Waiting for Customer” status are excluded from this calculation (regardless of any SLAs).

Specified Business Hours

This section is applicable to tickets not assigned to any Service Level Agreement (SLA).

For both the First Response and Resolution Time metrics, Syncro doesn't count any time outside your specified Business Hours. (Business Hours include days of the week, times of the day, holidays, etc.)

If a ticket is both created and resolved during non-business hours, the Resolution Time will be 0.

If a ticket is Resolved outside of business hours, then its Resolution Time is the timestamp just before your business closed.

For example, if your business hours are Monday - Friday from 8 a.m. - 5 p.m.:

A ticket submitted at 4:45 p.m. on Friday and marked Resolved at 8:45 a.m. the following Monday has a Resolution Time of 1 hour.
If one your Techs started working on a ticket created at 2 p.m. Friday but doesn't mark it Resolved until 1 p.m. Saturday, the Resolution Time for this ticket is 3 hours (2:00 - 5:00 p.m. Friday), even though the elapsed time was 23 hours.

Note: Updates to your Business Hours do not affect tickets that have already been marked as Resolved.

Work with Assets

2025-06-27T15:54:43Z

Create an Asset Manually

When you can't install the Syncro Agent on an Asset (e.g., for printers, monitors, phones, Linux servers, network switches, etc.) but you want to track it in Syncro, you can create the asset manually.

To do so, follow these steps:

Navigate to the Assets & RMM tab.
Click +New Asset. Syncro displays New Asset/Create an RMM Agent page:
Click +Create Asset Manually.

Tip: If you landed here by mistake, click +Create RMM Installer to return to that screen.
On the Create Asset Manually page, select an Asset Type.
Note: If the type you want does not exist, click Modify Asset Types to add one.
Start typing and then select a Customer Name to associate with the asset.
Give the Asset a Name.
Optionally, give the Asset a Serial Number or unique identifier.
Optionally, toggle the SNMP Enabled field to the On position. Select the SNMP version you'd like to use and complete the appropriate fields.
Tip: Since Syncro gives you unlimited endpoints, it's a good idea to enable SNMP on manually-created Assets.
Click Create Asset. Syncro navigates you to the new Asset's Details Page.

Edit an Existing Asset

To edit an existing Asset, follow these steps:

Navigate to the Assets & RMM tab/module.
From the table, click the hyperlinked Name of the asset you want to edit. Syncro displays that Asset's Details page:
From the actions button bar in the upper right, click Edit. Syncro displays the Edit [Type] Asset page with the Asset Details subtab selected:

Notes:

The right side of an Asset's Edit page displays the following read-only sections reflecting the current values for that asset:
System Information
Operating System
Hardware
Storage
Networking
Antivirus
The action bar also includes buttons to Change Policy and Manage Asset Types. The former navigates you to the Assets & Policies Subtab for the Customer. The latter navigates you to the Asset Types page/table.

Update values for any of the fields in the ASSET INFO section, shown along the left side of the page:
1. Click the Edit (Pencil) icon to open the Update Asset Owner pop-up window, which you can use to select a Customer Name and Policy Folder. Click Update to save your changes.
2. To rename a User-Created Device, enter a new value in the Asset Name field, then click Save Changes. For Syncro Devices, names of assets default to the Hostname. If the asset's host name changes on the machine itself, the Asset Name field in Syncro automatically changes:
  
  To override this, check the “Use a Friendly Asset Name” box, then enter a value in the Asset Name field and click Save Changes.
  Tip: You can revert back to using the Hostname at any time by unchecking the "Use a Friendly Asset Name" box.
3. Any Custom Fields you've created for the asset appear at the bottom for editing.
If desired, click the SNMP Details subtab to Enable SNMP on an Asset.
Scroll to the top and click Save Changes. Alternatively click Cancel.

Note: Sometimes when you edit an asset and click Save Changes, Syncro will reload the asset edit page. This happens when there are errors, which you will see near the top of the ASSET INFO section:

Archive an Asset

Syncro's Archive Assets feature provides you with a clean, structured way to retire devices from active use while maintaining historical visibility across tickets, alerts, and reports. Use this feature to preserve the efficiency of your Technicians and to ensure clean system hygiene.

Read on, or watch this short video to learn more:

Who Should Use Archive Assets & When

As a Technician, you might archive specific assets that you know are unused, being decommissioned from active operations, or are no longer being supported. You may also choose to archive several assets at once: such as when laptops are being retired or replaced during hardware refresh cycles.

Later—such as while reviewing a historical ticket—you might reference archived asset data related to a replaced device.

As a Technical Lead, archiving assets allows you to maintain comprehensive historical data for reporting. You can continue to reference device activity for compliance audits without them impacting active operations, billing, or usage data (i.e. in Recurring Invoices using Asset Counters). This feature may be particularly useful when you're offboarding a client site.

Later, you can review who archived each device and when. You can also take some actions on archived assets, such as deleting or merging them.

We recommend that you use the Archive Assets feature to clean up your lists over a recurring interval that makes sense for your business, be it monthly, quarterly, or simply on an as-needed basis as you process your decommissioned machines. You might find it useful to introduce a preliminary offboarding workflow before finally archiving the asset. For example, you can move assets to a dedicated policy folder that you don't have recurring invoices associated with, and run a series of offboarding scripts before finally archiving the asset at a later date.

What Happens When You Archive Assets

An Archived Asset is an asset that has been transitioned into an inactive state. It no longer reports into the platform (i.e. the Syncro agent is deactivated or removed during its next check in).

IMPORTANT: You cannot archive assets that are actively being used in Network Discovery Profiles (as the Primary Network Node) or in SNMP configurations.

Archived assets remain visible and clickable from any associated RMM Alerts, Tickets and Chats, but interactive and real-time tools (e.g., online status, remote access, etc.) are suppressed or removed for archived assets. Wherever an archived asset is being viewed, a banner or indicator appears to let you know.

An archived asset's Details Page only displays the System Info subtab, and the only available actions are Merge and Delete. Archived assets can only be merged into active ones.

The Asset Activity Audit Report excludes archived assets by default, but you can still choose to include them if you want to.

Ways to Archive Assets

To archive a multiple assets at once (i.e. bulk archive):

Select one or more assets from the Assets table.
Selecting Archive from the Bulk Actions menu.

To archive a single asset:

Navigate to a specific Asset's Details Page.
Select Archive from the Actions menu.

Both of these methods require you to click Archive Assets in a pop-up confirmation window.

Note: If you'd like to keep the Syncro device active (rather than archiving) but want to remotely uninstall the agent, you may:

Uninstall the Syncro agent remotely using the uninstall script.
Uninstall the Syncro Windows agent directly from the machine using the “Add or Remove Programs” feature in Windows.

Map Syncro Tenants

2025-05-09T17:39:15Z

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Prerequisites

You must be an Administrator in the Syncro account.
You must have previously Integrated with Microsoft as a single Tenant or as a Cloud Solution Provider (CSP).
- If have multiple Organizations but integrated with a single Microsoft Tenant, you should Move Multiple Organizations to a Single Syncro Tenant before doing this mapping.
- Conversely, if you have a Syncro Tenant that should have child Organizations, you can set that up. Edit each child Organization and select your Syncro Tenant from the dropdown menu in the ORGANIZATION SETTINGS section:

Map Microsoft to Syncro Tenants

After you've Integrated with Microsoft as a single Tenant or as a Cloud Solution Provider (CSP), you need to map your Microsoft and Syncro Tenants.

Follow these steps:

Navigate to Admin > RMM Settings - Microsoft Tenant Integrations. Syncro displays the Microsoft Tenant Integrations Page.
Click the vertical ellipsis () in the appropriate row, then select “Map Syncro Tenant.” Syncro displays the Start Tenant Mapping pop-up window:
Select an existing Organization from the Syncro Tenant dropdown menu.
Click Start Tenant Mapping. Syncro redisplays the Microsoft Tenant Integrations Page with the Syncro Tenant column filled in.
Click a hyperlinked Syncro Tenant name to view its Details Page, where you can now set up Microsoft Entra ID User Sync to take full advantage of this integration.

Scripts Reference

2025-04-28T19:14:43Z

This document describes each of the custom functions available for PowerShell and Mac Bash.

Notes:

For more details and examples, see the PowerShell or Mac Quick Help at the bottom of any new/edit script page in Syncro.
Be sure to include Import-Module $env:SyncroModule as the first line in your script.

Although the syntax differs slightly, Syncro provides the following custom functions for both PowerShell and Mac Bash.

RMM Alert

Creates an alert in Syncro and triggers the "New RMM Alert" in the Notification Center, automatically de-duping per asset. For example, a script to check whether hard drive space is below a certain percent can trigger an RMM Alert in Syncro, which ties into the dashboard and triggers a notification. This can be also hooked into anything you can script in PowerShell (e.g., the Event viewer, WMI, etc.). See also Customize & Assign Notifications.

PowerShell	Mac
Rmm-Alert -Category 'sample_category' -Body 'Message Here'	syncro rmm-alert --category="sample_category" --body="Message Here"

Display Alert

Pops up a message for the currently logged in user. This must be used with a script running as “current user.”

PowerShell	Mac
Display-Alert -Message "Super important message here"	syncro display-alert --message="Super important message here"

Log Activity

Adds a row to the "Recent Activity" section on the Asset's Details Page.

PowerShell	Mac
Log-Activity -Message "Activity description" -EventName "Event name"	syncro log-activity --message="Activity description" --event-name="Event name"

Get Screen Capture

Saves a screenshot to the filename you specify, which is great to use with Required Files.

PowerShell	Mac
Get-ScreenCapture -FullFileName "C:\temp\screenshot.jpg"	syncro get-screen-capture --full-file-name="/tmp/screenshot.jpg"

Send Email

PowerShell has SMTP Email already, but you have to add an SMTP server. Our Send-Email function uses our API and doesn't need anything except Internet access.

PowerShell	Mac
Send-Email -To "[email protected]" -Subject "Test Subject" -Body "This is the body"	syncro send-email --to="[email protected]" --subject="Test Subject" --body="This is the body"

Upload File

Uploads a file to Syncro and attaches it to the Asset.

PowerShell	Mac
Upload-File -FilePath "C:\temp\screenshot.jpg"	syncro upload-file --file-path="/tmp/screenshot.jpg"

Set Asset Field

Writes to your Asset Custom Fields. Use it to store ad-hoc information that isn't currently surfaced.

PowerShell	Mac
Set-Asset-Field -Name "Field Name" -Value $someVariable	syncro set-asset-field --name="Field Name" --value=$someVariable

Create Syncro Ticket

Creates a Ticket attached to the Asset the End User associated with it.

PowerShell	Mac
Create-Syncro-Ticket -Subject "New Ticket for $problem" -IssueType "Other" -Status "New"	syncro create-syncro-ticket --subject="New Ticket for $problem" --issue-type="Other" --status="New"

Create Syncro Ticket Comment

Adds a Ticket Comment/Communication to a ticket. This can be public/private, email or not, etc. See also About the Ticket Communications Section.

Note: Ticketid(ticket) must belong to the asset running the script. Accomplish this by either creating the ticket within the same script, or by assigning the ticketid(ticket) to the asset running the script.

PowerShell	Mac
Create-Syncro-Ticket-Comment -TicketIdOrNumber 123 -Subject "Contacted" -Body "This is the comment body here" -Hidden "true/false" -DoNotEmail "true/false"	Create-Syncro-Ticket-Comment -TicketIdOrNumber 123 -Subject "Contacted" -Body "This is the comment body here" -Hidden "true/false" -DoNotEmail "true/false"

Create Syncro Ticket Timer Entry

Adds a timer entry to a ticket. See also Add Billable Time to a Ticket.

PowerShell	Mac
Create-Syncro-Ticket-TimerEntry -TicketIdOrNumber 123 -StartTime $startAt -DurationMinutes 30 -Notes "Automated system cleaned up the disk space." -UserIdOrEmail "[email protected]" -ChargeTime "true/false"	syncro create-syncro-ticket-timer-entry --ticket-id-or-number=123 --start-time=$startAt --duration-minutes=30 --notes="Automated system cleaned up the disk space." --user-id-or-email="[email protected]" --charge-time="true/false"

Update Syncro Ticket

Updates a ticket; currently this only supports Status and custom fields. See also Create Custom Fields for Assets & Tickets.

PowerShell	Mac
Update-Syncro-Ticket -TicketIdOrNumber 123 -Status "In Progress" -CustomFieldName "Automation Results" -CustomFieldValue "Results here for example"	syncro update-syncro-ticket --ticket-id-or-number=123 --status="In Progress" --custom-field-name="Automation Results" --custom-field-value="Results here for example"

Close RMM Alert

Closes an RMM alert in Syncro. Since there can only be one of each alert category per asset, it will find the correct one. If no alert exists it will exit gracefully. You can also choose to close a Ticket generated from the alert.

PowerShell	Mac
Close-Rmm-Alert -Category "sample_category" -CloseAlertTicket "true/false"	Close-Rmm-Alert -Category "sample_category" -CloseAlertTicket "true/false"

Broadcast Message

Sends a broadcast message to the asset and optionally adds a row to the "Recent Activity" section on the Asset's Details Page.

PowerShell	Mac
Broadcast-Message -Title "Title Text" -Message "Super important message" -LogActivity "true/false	syncro broadcast-message --title="Title Text" --message="Super important message" --log-activity

End User Portal Settings Reference

2024-09-27T11:34:21Z

You can customize the End User Portal so that it behaves and only provides your clients with the features you want. This document describes all the settings you can change for your Portal.

Portal Settings

To view and/or change these settings, navigate to Admin > Customers - Preferences, then check/uncheck any of the following boxes:

Secure Customer Portal With Password If Portal Users Exist (Including Unclaimed Invites): If a Portal User is created for an Organization, Syncro prompts them to create a password (or you can set a password on their Organization Details Page).
Disable Privacy Page in Customer Portal: Turns off the privacy page in the End User Portal. E.g., if you're an Internal IT team providing the Portal to your employees to submit tickets, the privacy page isn't relevant the way it would be for an MSP supporting customers.
Disable Erase Me Button in Customer Portal (GDPR): If your Syncro account is in a locale where GDPR is enforced (like the UK), this removes the button that sends a request for erasure from the Portal.
Show Estimate/Invoice Name in Customer Portal: Shows the custom Estimate/Invoice Name added to the estimate/invoice in the Portal.

Tip: These are useful should you name your estimates and/or invoices for internal-use only vs. customer-facing. An internal name might be "Needs account payable review - 10/31" where an example customer-facing invoice/estimate name might be "Out of contract work for September."

See also General Data Protection Regulation for more information about privacy and GDPR.

Portal User Permission Groups

The table below summarizes how the various Portal User Permission Group settings impact the various areas of the Portal.

You'll find these settings in Admin > Customers - Portal User Permission Groups.

Portal Section/Field	Setting in Portal User Permission Group
Account Overview	Account Overview - View: When enabled, Portal Users see the Account Overview section. Otherwise the section does not display. Stored Payment Options - Add ACH Profile: When enabled, Portal Users can add a saved ACH profile for future manual or automatic invoice payments. Stored Payment Options - Add Credit Card: When enabled, Portal Users can add a saved Credit Card to keep on file for future manual or automatic invoice payments. Stored Payment Options - Manage: When enabled, Portal Users can edit or remove existing stored payment profiles. All “Stored Payment Options” settings also require "Account Overview - View" to be enabled, since this section is where stored payment profiles are managed.
Assets	Assets - View All: When enabled, Portal Users can view all assets associated with the Syncro account (i.e., in their organization). Assets - View Mine: When "View All" is disabled but "View Mine" is enabled, Portal Users will only be able to view their own assets. When “View All” and “View Mine” are disabled, the Assets section and corresponding pages cannot be viewed or accessed. Assets - Run Script: When enabled, Portal Users can run any script you configure to run on their assets from the Asset page in the Portal. When disabled, Portal Users do not see the option to run scripts on their assets. Note: "Assets - Run Script" also requires the “Available on Every Customer Portal” box in each script's settings to be checked.
Attachments	Attachments - View Public: When enabled, Portal Users can view and download any attachments added to the Organization record or attachments uploaded to Tickets. However, you must also select “Make Public on Customer Portal" from the main Syncro application for individual attachments. Otherwise, the Attachments section and corresponding pages cannot be viewed or accessed.
Credentials	Credentials - View All: When enabled, Portal Users can view any credentials saved for their top-level Organization, or any End Users. Credentials - View Mine: When “View All” is disabled but "View Mine" is enabled, Portal Users will only be able to view credentials associated with their own contact record. When both "View All" and "View Mine" are disabled, the Credentials section and corresponding pages cannot be viewed or accessed. Note: These permissions affect whether Credentials (if present) can be viewed in the Portal.
Documentation	Documentation - View Public: When enabled, Portal Users can view any documentation you set to “Make Public on Customer Portal" from the main Syncro application. Otherwise the Documentation section and any corresponding pages cannot be viewed or accessed. Note: Also requires adding documentation pages and setting their Page Type to either Customer Portal or All Customer Portals.
Estimates	Estimates - View All: When enabled, Portal Users can view any published Estimates associated with the Syncro account (i.e., in their Organization). Estimates - View Mine: When “View All” is disabled but “View Mine” is enabled, Portal Users are limited to viewing only published Estimates sent to them. Note: Estimates are set to Published by default, but you can adjust this after creating an estimate by selecting "Mark as Draft" from the Process button menu on the Estimate Details page. Optionally, you can check the "Make new estimates 'Draft' by default" box in Admin > Estimates - Preferences. If an Estimate is awaiting approval, there's also an option to approve (or decline) it. When both “View All” and “View Mine” are disabled, the Estimates section and any corresponding pages cannot be viewed or accessed.
Header & Button Bar	Privacy Settings - Manage: When enabled, Portal Users can view and manage the "Privacy Settings" page. (This assumes the Portal Setting "Disable Privacy Page in Customer Portal’ is not checked.)
Invoices	Invoices - View All: When enabled, Portal Users can view any Invoices associated with the Syncro account (i.e., in their Organization). Invoices - View Mine: When "View All" is disabled but the setting "View Mine" is enabled, Portal Users are limited to viewing only Invoices sent to them. When both "View All" and "View Mine" are disabled, the Invoices section and any corresponding pages cannot be viewed or accessed. Invoices - Pay Online with ACH: When enabled, Portal Users can pay invoices via the End User Portal using either a stored payment profile or by manually adding a one-time ACH payment method. Invoices - Pay Online with Credit Card: When enabled, Portal Users can pay invoices via the End User Portal using either a stored payment profile or by manually adding a one-time credit card payment. IMPORTANT: If "Invoices - View All" and/or "Invoices - View Mine" are not enabled, invoice payments cannot be made in the End User Portal regardless of whether the permission "Invoices - Pay Online" is enabled, since there’s no way to access invoices.
Recent Payments	Payments - View All: When enabled, Portal Users can view any Payments associated with the Syncro account (i.e., in their organization). Payments - View Mine: When "View All" is disabled but the setting "View Mine" is enabled, the Portal User is limited to viewing their own Payments. When both "View All" and "View Mine" are disabled, the Recent Payments section and any corresponding pages cannot be viewed or accessed.
Tickets	Tickets - Create New: When enabled, Portal Users can create new tickets from the End User Portal. (This option persists even if the "Tickets - View All/View Mine" settings are disabled.) The Open Tickets section (and option to create new tickets) is only completely removed when "Tickets - Create New," "Tickets - View All," and "Tickets - View Mine" are disabled. (This includes ability to create tickets from the Agent System Tray menu. With "Tickets - Create New" disabled, the ../my_profile/v2/asset_new_ticket_form URL is un-reachable.) Tickets - View All: If "View All" is enabled, Portal Users can view any open ticket associated with the Syncro account (i.e., in their organization). The ability to view closed tickets also requires enabling "Tickets - Show Status Filters." Tickets - View Mine: When "View All" is disabled, but the setting "View Mine" is enabled, Portal Users are limited to viewing their own tickets. The ability to view closed tickets assigned to them also requires enabling "Tickets - Show Status Filters." When "View All" and "View Mine" are disabled, then tickets cannot be viewed or accessed. If "Tickets - Create New" is also disabled, the Tickets section is no longer viewable in the End User Portal. Tickets - Show Status Filters: If enabled, Portal Users can filter by ticket Status and view historical tickets on the "View All" page. Otherwise, Portal Users are limited to viewing open tickets and cannot adjust filters to display historical/resolved tickets. Note: For this to work, the “Hide Ticket Status in Customer Portal” box in your Ticket Settings must be unchecked.
General	Customer Portal - Access: When disabled, the only view accessible on the Portal is for submitting tickets from the Agent Systems Tray menu using the URL: ../my_profile/v2/asset_new_ticket_form See also: Access the End User Portal.

Toggl Integration

2024-11-20T20:44:57Z

Note: This document has been imported from the former KB and has not yet been verified.

We have integrated with the coolest time tracking app out there!

What it does

Record time entries in Toggl on their website or mobile app.
Import those time entries into Syncro tickets.

What it doesn't do

This integration only supports one Toggl account per Syncro site. Users each having their own Toggl integrations isn't supported.

Set up

Check out Toggl Track—they have a free level that works great.

Log in to your Toggl account.
In the lower left, click your name > Profile settings.
Scroll down to the API Token section.
Click the - Click to reveal - gray field.
Copy the API token that appears.
Switch to Syncro and navigate to Admin > App Center.
Click the Toggl app card.
In the Toggl API Token field, paste the API token you copied.
Click Save.
Navigate to Admin > Tickets - Preferences.
Check the Enable Ticket Time Tracking module box if it isn't already.
Click Save if you changed it.

That's all for configuration!

Track time in Toggl

Now when a Ticket is created in Syncro it will create a project in Toggl with the ticket number and customer's name.

Use Timer in the left nav (https://track.toggl.com/timer) or use the Toggl mobile app to add time entries.

Add time entries to ticket

Note: To be able to adjust the labor rate you will need items in your inventory that have "Labor" or "Labour" as their category. You can add the Labor (or Labour) category in Admin > Inventory - Preferences.

In Syncro, open the ticket.
In the LABOR LOG section, click Toggl Import.
A confirmation dialog will say, "Time Entries loaded successfully - view the log to see them." Click Close.
Click View Log to see the entries.
If you are ready, click Charge Time by the entries to get them ready to be invoiced.
In the upper right, click the X to close the window and proceed with your ticket and invoicing as normal.

Archive Toggl entries

After you invoice and ticket and resolve it, you may want to archive the project in Toggl.

In the left Toggl nav, click Projects.
To the right of the desired ticket, click the three vertical dots > Archive.

Access the End User Portal

2024-09-23T18:42:28Z

There are several ways you and your End Users can access the End User Portal.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. The End User Portal was previously referred to as the Customer Portal. You may see both in Syncro for the time being.

Portal Links Inside Emails

There is a link at the bottom of various Syncro emails by default that End Users can click to sign into the Portal.

For example:

The highlighted line is included using the {{online_profile_url}} Template Tag in the following Email Templates:

Credit Card Expired and Recurring Charge Failed
Estimate Email, Statement Email, Paid Invoice Email, and Unpaid Invoice Email
Non-Ticket Appointments Email
Ticket Appointments Email, Ticket Autoresponder Email, Ticket Comment Email, Ticket Created Email, and Ticket Resolved Email

Notes:

The label for the Portal link reads “Online Profile," except for the Credit Card Expired and Recurring Charge Failed emails where it reads “Online Profile Update Payment Information.”
Navigate to Admin > PDF/Email Templates - Email Templates to edit these emails and/or remove the Portal line at the bottom. See Customize PDF Templates for details.

IMPORTANT: If you remove the line from the Credit Card Expired and/or Recurring Charge Failed emails, customers will not be able to update an expired credit card.

Embedded Website Code

You can embed forms into your existing website that connect your End Users to the Portal. To do this, Syncro generates some code you can copy and paste.

Log In Form

To allow your End Users to login to their Portal from your website using their email address (if there's no Portal User) and email/password (if there are Portal Users), follow these steps:

Navigate to Admin > Integrations - Website Integrations.
Scroll to the "Customer Login Form Code" section:
Optionally, click the first link to preview the page (opens in a new browser tab/window).
Click the second link to view the code Syncro generates:
Copy and paste the code from step 4 into a page on your website.

Submit New Ticket/Look Up Existing Ticket

To allow your End Users to submit a new ticket or research what's happening with an existing ticket from the same form, follow these steps:

Navigate to Admin > Integrations - Website Integrations.
If you want to collect a mailing address when customers Start a New Service Ticket, check the “Add address fields to Check_ins Widget” box in the Customize Forms section (at the very top of the page), then click Save.
Scroll to the "Customer Check-In Form Code" section:
Optionally, click the first link to preview the page (opens in a new browser tab/window):
Click the second link to view the code Syncro generates.
Copy and paste the code from step 5 into a page on your website.

Notes:

The “Check Ins Embed Code (Not Customizable)” option is similar to this, but uses an iframe if you want to use Syncro's default styles.
If you created a customer Organization without an email and there are no Portal Users, you can enter a ticket number and click Lookup to access the End User Portal directly. If there are any Portal Users, you'll need to log into the End User Portal.

Direct URL

You can provide your End Users with the following, direct login link to the Portal:

https://yoursubdomain.syncromsp.com/my_profile/user_login

Be sure to substitute yoursubdomain with your actual subdomain.

IMPORTANT: End Users must use the URL above to login to the Portal. They should NOT use https://yoursubdomain.syncromsp.com/users/sign_in, which is what you and your staff use to access Syncro.

Once your End Users navigate to that URL, Syncro displays the following page so they can log in:

Notes:

When the “Customer Portal - Access” setting is disabled, end-users can only submit tickets from the Agent Systems Tray menu using the URL: ../my_profile/v2/asset_new_ticket_form.
For this access option to work, there must also be an End User assigned to the asset, and that End User must also be a Portal User.

The System Tray option is available when you create or edit a Policy. Navigate to the Policies tab, then in the left navigation of the Policy Builder, select System Tray. Uncheck the “Hide System Tray” checkbox, then add the “Customer Online Portal” Menu type and provide the URL. Don't forget to click Save Policy.

Syncro Users' Access to the Portal

If the Customer Organization has an email associated with it, Syncro creates a link to the End User Portal on the Organization's Details Page in the INFORMATION section on the left:

If the Organization's account does NOT have any Portal Users, Syncro immediately displays the Portal as the End User would see it. For example:

If the Organization's account DOES have one or more Portal Users, Syncro navigates you to https://yoursubdomain.syncromsp.com/my_profile/user_login, where you will need to enter the username and password for a specific Portal User's account. See Work with Portal Users & Permission Groups for more information.

Tip: You can also enter this URL directly into your browser.

Get Started with Syncro

2025-08-03T17:44:38Z

Syncro Unleashed

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MSP

Scale operations, automate billing, maximize client retention, and profitably scale your business with specialized MSP training.

Start Training →

IT Department

Streamline operations, automate corporate asset management, deliver robust security, and empower your global workforce.

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Expiring Payment Profile Reminders

2024-09-16T18:51:59Z

The Expiring Payment Profile Reminders feature in Syncro automatically emails your customers when their stored payment profile (i.e., credit card) is expiring. You can set up multiple reminders: e.g., to email customers 15 days, 3 days, and then 1 day before their credit card expires.

Prerequisites

You need to integrate a payment processor with Syncro before you can access Expiring Payment Profile Reminders in the Admin module.

About Expiration Dates

Credit cards expire on the last day of the month, so Syncro uses the last day of the month as the expiration date.

An expiration date is what is shown in Syncro (not the actual card). If you store a card that expires 08/19, but save the card as 07/19, Syncro uses 07/19.

Each reminder only triggers ONCE per stored payment. Updating the name or expiration date on a stored card does not change this; you need to delete the card and resave it to trigger another Expiring Payment Profile Reminder.

Syncro defaults to the current month and year when adding a new card. A customer using the Customer Portal cannot edit this date once they set one up.

If an expiration date is not specified, Syncro will not send the reminder.

The expiration date for a card is automatically saved for Authorize.net users (since they send that information back to Syncro), but not for other payment gateways.

Create a Reminder

To create a new Expiring Payment Profile Reminder, follow these steps:

Navigate to Admin > Invoices - Expiring Payment Profile Reminders:

Syncro displays the Expiring Payment Profile Reminder Messages page:
Click New Reminder. Syncro displays the New Automated Reminder page:
Enter a meaningful Name for your reminder. This is the name as it will appear in the table and the subject for the email.
In the "Expiring in # Days" field, select (or type) the number of days before the customer's credit card expires, when Syncro will send this reminder.
Optionally, enter an email address (cc Email) to copy when the reminder is sent. (By default, Syncro sends the reminder to the Customer email.)
Create your communication about the payment profile expiring in the Email Message field. Here's an example:

Hello {{customer_first_name}},

This is a reminder that your credit card on file is set to expire in 30 days.

Please go to your Customer Portal to update your payment profile.

Thank you!

Tip: Use the Available Template Tags on the right to customize your reminder message.

Check the “Enabled” box.
Click Create Expiring Payment Profile Reminder. Syncro displays a confirmation page:
Click Back. Syncro displays your new Expiring Payment Profile Reminder in the table. The reminder will be sent when conditions are met.

Edit or Delete an Existing Reminder

To edit an existing Expiring Payment Profile Reminder, click its corresponding “Edit” button in the far right of the table:

To delete an existing reminder, click its red X, then click OK to confirm.

Tip: Instead of permanently deleting a reminder, you could edit it and uncheck the “Enable” box.

Send Internal Reminders About Expiring Payment Profiles

You can also create 15, 30, and 60-day internal reminders about stored cards expiring in the Notification Center.

March 2026 Release Notes

2026-02-27T22:08:17Z

These improvements cover updates made since the February 4 release.

New Features

Microsoft 365 License Billing

Syncro is expanding its Universal Billing engine to include direct integration with your synced Microsoft licenses. This feature streamlines the invoicing process by automatically syncing license counts to your recurring invoices, ensuring you never miss a billable seat.

Core Billing Automation Capabilities:

Real-Time License Sync: Automatically detects Microsoft 365 license changes, such as adding or removing seats, and adjusts the next recurring invoice accordingly.
Flexible Quantity Options: Choose to bill based on total licenses owned or only those currently consumed by active users.
Revenue Recovery: Eliminates the need for manual reconciliation, reducing administrative overhead and billing errors.
Customized Client Pricing: Set unique per-license rates for individual clients directly within their recurring invoice settings.

Read more here: About Universal Billing.

Universal Billing for Assets & End Users

We’ve enhanced legacy recurring invoices with new threshold-based billing logic, bringing them in line with our Universal Billing framework. We have updated our legacy counters, including Assets, End Users, and Remote Access End Users, to include the sophisticated threshold logic found in our newer Universal Billing modules. This allows you to automate all-you-can-eat plans that include a specific seat allowance.

Key Threshold Logic Features:

Automated Overage Calculations: Use the new “Only Bill for Units Above This Amount” field to automatically subtract included units from the total count.
Proof of Value Reporting: Enable the “Include Line Item on Invoice When No Charge Occurs” toggle to show clients exactly what you are managing (e.g., 50 assets) even if they are only billed for overages.
Billing Consistency: Bridges the gap between how Microsoft 365 licenses and legacy asset counters are handled within the same platform.

Read more here: Line Item Types for Recurring Invoices.

Patch Compliance Reporting

Syncro has enhanced its custom report builders to include granular Windows patching data for all managed assets. This update allows you to generate high-impact compliance reports that prove the value of your security services to stakeholders.

Core Reporting Capabilities:

Granular Patch Visibility: Include specific Windows patch names and installation dates directly in your custom asset reports.
Patch Status Tracking: Easily view the current status (Installed, Missing, or Failed) for every managed device in your inventory.
Proactive Security Evidence: Use these metrics during quarterly business reviews to demonstrate proactive asset management and adherence to security standards.
Customizable Compliance Views: Tailor your reports to show exactly the data points required for specific industry audits or client compliance scenarios.

Read more here: Report Builders.

Mobile App: Find Assets with End User Integration

To make on-site support more seamless, we’ve updated the Syncro Mobile App to bridge the gap between your clients and their devices. Technicians can now identify hardware by the person using it, rather than just an Asset Tag or Serial Number.

Mobile Tracking Enhancements:

Search by End User: Type a client's name into the mobile Asset search bar to instantly see every device assigned to them.
Assigned User on Asset Details: View the "Assigned End User" field directly on the Asset Detail page to confirm you are working on the correct machine.
Field Efficiency: Locate hardware in seconds without needing to cross-reference contact records in the web UI.

Read more here: Syncro Mobile: Work with Assets.

Syncro Cloud Backup: Increased Visibility, Performance, and Granular Recovery

Entra ID Backup

We’ve introduced a new Entra ID Dashboard and On-Demand backup capabilities to ensure your identity data is protected and visualizes the data you need to prove client protection at a glance.

Core Identity Protection Capabilities:

On-Demand Snapshots: Trigger a manual backup of Entra ID objects before pushing major policy changes or reconfiguring memberships.
Outage Risk Mitigation: Create a "clean" state to return to if configuration errors or sync issues occur during active directory maintenance.
Real-Time Backup Transparency: View the timestamp of the most recent backup for every category instantly
Centralized Object Dashboard: Categorize Entra ID objects (Users, Groups, Roles, Policies, and more) into actionable groups with exact object counts.

Read more here: About Cloud Backup Dashboards

Microsoft 365 Backup

We are continuing to optimize our backup engine to ensure the fastest possible Recovery Time Objectives (RTO) and more precise data restoration for your clients.

Backup Optimization Highlights:

Accelerated Email Restores: Optimized large attachment handling by migrating from legacy EWS to the modern Microsoft Graph API for superior performance and scalability.
Reduced RTO: Experience significantly faster recovery times for attachment-heavy mailboxes, getting end-users back to work sooner.
Granular Contact Version History: View the full version history for individual contacts to compare and restore specific previous states.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life improvements and fixes we've made in this release:

Assets

To help partners maintain HIPAA compliance and end-user transparency, we’ve introduced granular session notification controls for Syncro Remote with Splashtop. In the remote access policy settings, you can now customize notification types, including popups, banners, or both, and ensure they remain non-dismissible throughout a remote session on Windows, Mac, and Linux assets.
Fixed an issue where the Asset List would not sort properly when filtered.

Invoices

Added new columns to Estimate Index to improve ability to sort Estimate Status and Invoice State for Estimates.
Fixed an issue which prevented the triggering of ad-hoc emails under certain conditions.
Search All Things will now properly return Invoices with letters as part of the Invoice Number.
Fixed an issue when loading a new Recurring Invoice Schedule with 1,000's of Customer Organizations.

Mobile App

Improved the Date Selector in the Appointment create/update flow.
Fixed a Ticket refresh problem when a Worksheet was created or deleted.

Reports

The Sales Summary by Customer now contains pagination to help with large data sets.
Account level date formatting now properly applies when running the Ticket Efficiency Reports with Custom Date Ranges.

Tickets

A series of performance improvements were made to the new Ticket page particularly when loading the page with ticket groupings and expanding ticket groupings with many tickets.
We have updated Outbound Email functionality in Ticket Automation to respect SMTP settings.
When a parent ticket is merged with another ticket, the child tickets of that parent will become child tickets of the merged ticket.
Fixed an issue where replies to merged tickets could generate a new ticket instead of adding to the communication history of the merged ticket.
Fixed an issue where the sort order of ticket groupings by priority did not show the tickets in the grouping with no assigned priority at the top.
Updated the "A Ticket Was Assigned To You" Email Notification to include the ticket link at the top of the ticket and adjusted some formatting in the notification body for better parsing.
Fixed an issue where a Labor Item that is excluded via an Active Contract is available in the Ticket Labor Log Rate dropdown when said Labor Item is set as the Default Ticket Timer Labor.
Fixed an issue where Default Labor Item were overridden by alphabetical first choice on all tickets with Active Contracts.
Fixed cases where the Ticket Creation process allows selection of Archived Customers when typing in Customer name and pressing the Enter Key instead of using dropdown.
Copy pasting emails from Additional Ticket CC's now behaves as expected.
Fixed an issue where the billable time total was not updating properly when an entry was edited after being charged.
Fixed an issue where the Open Tickets Dashboard was not properly applying the Ticket View when displaying tickets.

Other

Performance improvements were made to the Search All Things backend queries.
KB article link is now available when trying to publish scripts to the script library.
Fixed an issue where if the Appointments - View All permission was disabled, users in the Security Group couldn't access the Calendar module at all.
Fixed an issue where the Refurbs section was not available to non Global Admin users with all of the applicable permissions enabled.
Fixed an issue with the display of phone numbers on the Customer Organization and Asset pages when the account locale is France.
Fixed a case where the Custom Widget 'Date Field' calendar picker would not appear when the field is selected.
Resolved an issue where some customers received a 500 Error when navigating to the Contracts Module.

Billable Microsoft Licenses

2025-12-03T17:17:37Z

Syncro Cloud Backup bills you and measures fair use based on the Microsoft (MSFT) license associated with each user/mailbox.

The following is a list of these billable MSFT licenses:

Name	String_Id	Id
Basic Collaboration	OFFICEBASIC	4468c39a-28b2-42fb-9094-840bcf28771f
Exchange Enterprise CAL Services (EOP DLP)	EOP_ENTERPRISE_PREMIUM	e8ecdf70-47a8-4d39-9d15-093624b7f640
Exchange Enterprise CAL Services (EOP DLP)	#N/A	75badc48-628e-4446-8460-41344d73abd6
Exchange Enterprise CAL Services (EOP DLP)	#N/A	bea4c11e-220a-4e6d-8eb8-8ea15d019f90
Exchange Online (Plan 1)	EXCHANGESTANDARD	4b9405b0-7788-4568-add1-99614e613b69
Exchange Online (Plan 1)	#N/A	9aaf7827-d63c-4b61-89c3-182f06f82e5c
Exchange Online (Plan 1)	#N/A	5e62787c-c316-451f-b873-1d05acd4d12c
Exchange Online (Plan 1)	#N/A	882e1d05-acd1-4ccb-8708-6ee03664b117
Exchange Online (Plan 1) for Alumni with Yammer	EXCHANGESTANDARD_ALUMNI	aa0f9eb7-eff2-4943-8424-226fb137fcad
Exchange Online (Plan 1) for Alumni with Yammer	#N/A	2078e8df-cff6-4290-98cb-5408261a760a
Exchange Online (Plan 1) for GCC	EXCHANGESTANDARD_GOV	f37d5ebf-4bf1-4aa2-8fa3-50c51059e983
Exchange Online (Plan 1) for GCC	#N/A	e9b4930a-925f-45e2-ac2a-3f7788ca6fdd
Exchange Online (Plan 1) for Students	EXCHANGESTANDARD_STUDENT	ad2fe44a-915d-4e2b-ade1-6766d50a9d9c
Exchange Online (Plan 1) for Students	#N/A	31cf2cfc-6b0d-4adc-a336-88b724ed8122
Exchange Online (Plan 2)	EXCHANGEENTERPRISE	19ec0d23-8335-4cbd-94ac-6050e30712fa
Exchange Online (Plan 2)	#N/A	efb87545-963c-4e0d-99df-69c6916d9eb0
Exchange Online (Plan 2) for Faculty	EXCHANGEENTERPRISE_FACULTY	0b7b15a8-7fd2-4964-bb96-5a566d4e3c15
Exchange Online Archiving for Exchange Online	EXCHANGEARCHIVE_ADDON	ee02fd1b-340e-4a4b-b355-4a514e4c8943
Exchange Online Archiving for Exchange Online	#N/A	176a09a6-7ec5-4039-ac02-b2791c6ba793
Exchange Online Archiving for Exchange Server	EXCHANGEARCHIVE	90b5e015-709a-4b8b-b08e-3200f994494c
Exchange Online Archiving for Exchange Server	#N/A	da040e0a-b393-4bea-bb76-928b3fa1cf5a
Exchange Online Essentials	EXCHANGE_S_ESSENTIALS	e8f81a67-bd96-4074-b108-cf193eb9433b
Exchange Online Essentials	#N/A	1126bef5-da20-4f07-b45e-ad25d2581aa8
Exchange Online Essentials (ExO P1 Based)	EXCHANGEESSENTIALS	7fc0182e-d107-4556-8329-7caaa511197b
Exchange Online Kiosk	EXCHANGEDESKLESS	80b2d799-d2ba-4d2a-8842-fb0d0f3a4b82
Exchange Online Kiosk	#N/A	4a82b400-a79f-41a4-b4e2-e94f5787b113
Exchange Online POP	EXCHANGETELCO	cb0a98a8-11bc-494c-83d9-c1b1ac65327e
Exchange Online POP	#N/A	90927877-dcff-4af6-b346-2332c0b15bb7
Exchange Online Protection	EOP_ENTERPRISE	45a2423b-e884-448d-a831-d9e139c52d2f
Exchange Online Protection	#N/A	326e2b78-9d27-42c9-8509-46c827743a17
Microsoft 365 A1	M365EDU_A1	b17653a4-2443-4e8c-a550-18249dda78bb
Microsoft 365 A3 - Unattended License for students use benefit	M365EDU_A3_STUUSEBNFT_RPA1	1aa94593-ca12-4254-a738-81a5972958e8
Microsoft 365 A3 for Faculty	M365EDU_A3_FACULTY	4b590615-0888-425a-a965-b3bf7789848d
Microsoft 365 A3 for Students	M365EDU_A3_STUDENT	7cfd9a2b-e110-4c39-bf20-c6a3f36a3121
Microsoft 365 A3 for students use benefit	M365EDU_A3_STUUSEBNFT	18250162-5d87-4436-a834-d795c15c80f3
Microsoft 365 A3 Suite features for faculty	Microsoft 365 A3 Suite features for faculty	32a0e471-8a27-4167-b24f-941559912425
Microsoft 365 A5 for Faculty	M365EDU_A5_FACULTY	e97c048c-37a4-45fb-ab50-922fbf07a370
Microsoft 365 A5 for Students	M365EDU_A5_STUDENT	46c119d4-0379-4a9d-85e4-97c66d3f909e
Microsoft 365 A5 for students use benefit	M365EDU_A5_STUUSEBNFT	31d57bc7-3a05-4867-ab53-97a17835a411
Microsoft 365 A5 Suite features for faculty	M365_A5_SUITE_COMPONENTS_FACULTY	9b8fe788-6174-4c4e-983b-3330c93ec278
Microsoft 365 A5 without Audio Conferencing for students use benefit	M365EDU_A5_NOPSTNCONF_STUUSEBNFT	81441ae1-0b31-4185-a6c0-32b6b84d419f
Microsoft 365 Apps for Business	O365_BUSINESS	cdd28e44-67e3-425e-be4c-737fab2899d3
Microsoft 365 Apps for Business	SMB_BUSINESS	b214fe43-f5a3-4703-beeb-fa97188220fc
Microsoft 365 Apps for Enterprise	OFFICESUBSCRIPTION	c2273bd0-dff7-4215-9ef5-2c7bcfb06425
Microsoft 365 Apps for enterprise (device)	OFFICE_PROPLUS_DEVICE1	ea4c5ec8-50e3-4193-89b9-50da5bd4cdc7
Microsoft 365 Apps for Faculty	OFFICESUBSCRIPTION_FACULTY	12b8c807-2e20-48fc-b453-542b6ee9d171
Microsoft 365 Apps for Students	OFFICESUBSCRIPTION_STUDENT	c32f9321-a627-406d-a114-1f9c81aaafac
Microsoft 365 Business Basic	O365_BUSINESS_ESSENTIALS	3b555118-da6a-4418-894f-7df1e2096870
Microsoft 365 Business Basic	SMB_BUSINESS_ESSENTIALS	dab7782a-93b1-4074-8bb1-0e61318bea0b
Microsoft 365 Business Basic (no Teams)	Microsoft_365_Business_Basic_(no Teams)	21502a13-c8dc-4744-be9c-177fd9d2eafc
Microsoft 365 Business Basic EEA (no Teams)	Microsoft_365_Business_Basic_EEA_(no_Teams)	b1f3042b-a390-4b56-ab61-b88e7e767a97
Microsoft 365 Business Premium	SPB	cbdc14ab-d96c-4c30-b9f4-6ada7cdc1d46
Microsoft 365 Business Premium (no Teams)	Microsoft_365_ Business_ Premium_(no Teams)	00e1ec7b-e4a3-40d1-9441-b69b597ab222
Microsoft 365 Business Premium Donation	Microsoft_365_Business_Premium_Donation_(Non_Profit_Pricing)	24c35284-d768-4e53-84d9-b7ae73dddf69
Microsoft 365 Business Premium EEA (no Teams)	Office_365_w/o_Teams_Bundle_Business_Premium	a3f586b6-8cce-4d9b-99d6-55238397f77a
Microsoft 365 Business Standard	O365_BUSINESS_PREMIUM	f245ecc8-75af-4f8e-b61f-27d8114de5f3
Microsoft 365 Business Standard - Prepaid Legacy	SMB_BUSINESS_PREMIUM	ac5cef5d-921b-4f97-9ef3-c99076e5470f
Microsoft 365 Business Standard (no Teams)	MICROSOFT_365_BUSINESS_STANDARD_NO_TEAMS	5a1c7b8d-0739-4ca8-bf69-ec87e69133ac
Microsoft 365 Business Standard EEA (no Teams)	Office_365_w/o_Teams_Bundle_Business_Standard	c1f79c29-5d7a-4bec-a2c1-1a76774864c0
Microsoft 365 Business Standard EEA (no Teams)	Microsoft_365_Business_Standard_EEA_(no_Teams)	ffa3a2a0-3820-462a-aa81-8a4d741f0cba
Microsoft 365 E3	SPE_E3	05e9a617-0261-4cee-bb44-138d3ef5d965
Microsoft 365 E3 - Unattended License	SPE_E3_RPA1	c2ac2ee4-9bb1-47e4-8541-d689c7e83371
Microsoft 365 E3 (500 seats min)_HUB	Microsoft_365_E3	0c21030a-7e60-4ec7-9a0f-0042e0e0211a
Microsoft 365 E3 (no Teams)	Microsoft_365_E3_(no_Teams)	dcf0408c-aaec-446c-afd4-43e3683943ea
Microsoft 365 E3 EEA (no Teams)	O365_w/o Teams Bundle_M3	c2fe850d-fbbb-4858-b67d-bd0c6e746da3
Microsoft 365 E3 EEA (no Teams) - Unattended License	Microsoft_365_E3_EEA_(no_Teams)_Unattended_License	a23dbafb-3396-48b3-ad9c-a304fe206043
Microsoft 365 E3 EEA (no Teams) (500 seats min)_HUB	O365_w/o Teams Bundle_M3_(500_seats_min)_HUB	602e6573-55a3-46b1-a1a0-cc267991501a
Microsoft 365 E3_USGOV_DOD	SPE_E3_USGOV_DOD	d61d61cc-f992-433f-a577-5bd016037eeb
Microsoft 365 E3_USGOV_GCCHIGH	SPE_E3_USGOV_GCCHIGH	ca9d1dd9-dfe9-4fef-b97c-9bc1ea3c3658
Microsoft 365 E5	SPE_E5	06ebc4ee-1bb5-47dd-8120-11324bc54e06
Microsoft 365 E5 (500 seats min)_HUB	Microsoft_365_E5	db684ac5-c0e7-4f92-8284-ef9ebde75d33
Microsoft 365 E5 (no Teams)	Microsoft_365_E5_(no_Teams)	18a4bd3f-0b5b-4887-b04f-61dd0ee15f5e
Microsoft 365 E5 Compliance	INFORMATION_PROTECTION_COMPLIANCE	184efa21-98c3-4e5d-95ab-d07053a96e67
Microsoft 365 E5 Developer (without Windows and Audio Conferencing)	DEVELOPERPACK_E5	c42b9cae-ea4f-4ab7-9717-81576235ccac
Microsoft 365 E5 EEA (no Teams)	O365_w/o_Teams_Bundle_M5	3271cf8e-2be5-4a09-a549-70fd05baaa17
Microsoft 365 E5 EEA (no Teams) (500 seats min)_HUB	O365_w/o_Teams_Bundle_M5_(500_seats_min)_HUB	1e988bf3-8b7c-4731-bec0-4e2a2946600c
Microsoft 365 E5 EEA (no Teams) with Calling Minutes	Microsoft_365_E5_EEA_(no_Teams)_with_Calling_Minutes	6ee4114a-9b2d-4577-9e7a-49fa43d222d3
Microsoft 365 E5 EEA (no Teams) without Audio Conferencing	Microsoft_365_E5_EEA_(no_Teams)_without_Audio_Conferencing	90277bc7-a6fe-4181-99d8-712b08b8d32b
Microsoft 365 E5 EEA (no Teams) without Audio Conferencing (500 seats min)_HUB	Microsoft_365_E5_EEA_(no_Teams)_without_Audio_Conferencing_(500_seats_min)_HUB	a640eead-25f6-4bec-97e3-23cfd382d7c2
Microsoft 365 E5 Security	IDENTITY_THREAT_PROTECTION	26124093-3d78-432b-b5dc-48bf992543d5
Microsoft 365 E5 Security for EMS E5	IDENTITY_THREAT_PROTECTION_FOR_EMS_E5	44ac31e7-2999-4304-ad94-c948886741d4
Microsoft 365 E5 Suite features	M365_E5_SUITE_COMPONENTS	99cc8282-2f74-4954-83b7-c6a9a1999067
Microsoft 365 E5 with Calling Minutes	SPE_E5_CALLINGMINUTES	a91fc4e0-65e5-4266-aa76-4037509c1626
Microsoft 365 E5 without Audio Conferencing	SPE_E5_NOPSTNCONF	cd2925a3-5076-4233-8931-638a8c94f773
Microsoft 365 E5 without Audio Conferencing (500 seats min)_HUB	Microsoft_365_E5_without_Audio_Conferencing	2113661c-6509-4034-98bb-9c47bd28d63c
Microsoft 365 E5_USGOV_GCCHIGH	SPE_E5_USGOV_GCCHIGH	4eb45c5b-0d19-4e33-b87c-adfc25268f20
Microsoft 365 F1	M365_F1	44575883-256e-4a79-9da4-ebe9acabe2b2
Microsoft 365 F1	M365_F1_COMM	50f60901-3181-4b75-8a2c-4c8e4c1d5a72
Microsoft 365 F1 EEA (no Teams)	Microsoft_365_F1_EEA_(no_Teams)	0666269f-b167-4c5b-a76f-fc574f2b1118
Microsoft 365 F3	SPE_F1	66b55226-6b4f-492c-910c-a3b7a3c9d993
Microsoft 365 F3 EEA (no Teams)	Microsoft_365_F3_EEA_(no_Teams)	f7ee79a7-7aec-4ca4-9fb9-34d6b930ad87
Microsoft 365 F3 GCC	M365_F1_GOV	2a914830-d700-444a-b73c-e3f31980d833
Microsoft 365 F5 Compliance Add-on	SPE_F5_COMP	91de26be-adfa-4a3d-989e-9131cc23dda7
Microsoft 365 F5 Compliance Add-on AR (DOD)_USGOV_DOD	SPE_F5_COMP_AR_D_USGOV_DOD	9cfd6bc3-84cd-4274-8a21-8c7c41d6c350
Microsoft 365 F5 Compliance Add-on AR_USGOV_GCCHIGH	SPE_F5_COMP_AR_USGOV_GCCHIGH	9f436c0e-fb32-424b-90be-6a9f2919d506
Microsoft 365 F5 Compliance Add-on GCC	SPE_F5_COMP_GCC	3f17cf90-67a2-4fdb-8587-37c1539507e1
Microsoft 365 F5 Security + Compliance Add-on	SPE_F5_SECCOMP	32b47245-eb31-44fc-b945-a8b1576c439f
Microsoft 365 F5 Security Add-on	SPE_F5_SEC	67ffe999-d9ca-49e1-9d2c-03fb28aa7a48
Microsoft 365 G3 - Unattended License for GCC	M365_G3_RPA1_GOV	5c739a73-651d-4c2c-8a4e-fe4ba12253b0
Microsoft 365 G3 GCC	M365_G3_GOV	e823ca47-49c4-46b3-b38d-ca11d5abe3d2
Microsoft 365 GCC G5	M365_G5_GCC	e2be619b-b125-455f-8660-fb503e431a5d
Microsoft 365 GCC G5 w/o WDATP/CAS Unified	M365_G5_GOV	b0f809d5-a662-4391-a5aa-136e9c565b9d
Microsoft 365 Security and Compliance for Firstline Workers	M365_SECURITY_COMPLIANCE_FOR_FLW	2347355b-4e81-41a4-9c22-55057a399791
Microsoft Teams (Free)	TEAMS_FREE	16ddbbfc-09ea-4de2-b1d7-312db6112d70
Microsoft Teams EEA	Microsoft_Teams_EEA_New	7e74bd05-2c47-404e-829a-ba95c66fe8e5
Microsoft Teams Essentials	Teams_Ess	fde42873-30b6-436b-b361-21af5a6b84ae
Microsoft Teams Essentials (AAD Identity)	TEAMS_ESSENTIALS_AAD	3ab6abff-666f-4424-bfb7-f0bc274ec7bc
Microsoft Teams Exploratory	TEAMS_EXPLORATORY	710779e8-3d4a-4c88-adb9-386c958d1fdf
Microsoft Teams Exploratory Dept	Microsoft_Teams_Exploratory_Dept	e0dfc8b9-9531-4ec8-94b4-9fec23b05fc8
Microsoft Teams Premium Introductory Pricing	Microsoft_Teams_Premium	36a0f3b3-adb5-49ea-bf66-762134cf063a
Microsoft Teams Trial	MS_TEAMS_IW	74fbf1bb-47c6-4796-9623-77dc7371723b
Multi-Geo Capabilities in Office 365	OFFICE365_MULTIGEO	84951599-62b7-46f3-9c9d-30551b2ad607
N/A	Microsoft_Teams_Enterprise_New	N/A
N/A	Office_365_E5_(no_Teams)	N/A
Office 365 A1 for faculty	STANDARDWOFFPACK_FACULTY	94763226-9b3c-4e75-a931-5c89701abe66
Office 365 A1 for students	STANDARDWOFFPACK_STUDENT	314c4481-f395-4525-be8b-2ec4bb1e9d91
Office 365 A1 Plus for faculty	STANDARDWOFFPACK_IW_FACULTY	78e66a63-337a-4a9a-8959-41c6654dfb56
Office 365 A1 Plus for students	STANDARDWOFFPACK_IW_STUDENT	e82ae690-a2d5-4d76-8d30-7c6e01e6022e
Office 365 A3 for faculty	ENTERPRISEPACKPLUS_FACULTY	e578b273-6db4-4691-bba0-8d691f4da603
Office 365 A3 for students	ENTERPRISEPACKPLUS_STUDENT	98b6e773-24d4-4c0d-a968-6e787a1f8204
Office 365 A5 for faculty	ENTERPRISEPREMIUM_FACULTY	a4585165-0533-458a-97e3-c400570268c4
Office 365 A5 for students	ENTERPRISEPREMIUM_STUDENT	ee656612-49fa-43e5-b67e-cb1fdf7699df
Office 365 Advanced Compliance	EQUIVIO_ANALYTICS	1b1b1f7a-8355-43b6-829f-336cfccb744c
Office 365 Advanced Compliance for GCC	EQUIVIO_ANALYTICS_GOV	1a585bba-1ce3-416e-b1d6-9c482b52fcf6
Office 365 Cloud App Security	ADALLOM_O365	84d5f90f-cd0d-4864-b90b-1c7ba63b4808
Office 365 E1	STANDARDPACK	18181a46-0d4e-45cd-891e-60aabd171b4e
Office 365 E1 EEA (no Teams)	Office_365_w/o_Teams_Bundle_E1	b57282e3-65bd-4252-9502-c0eae1e5ab7f
Office 365 E1_USGOV_GCCHIGH	STANDARDPACK_USGOV_GCCHIGH	f698ca06-024f-4562-b029-9cb1f1e02646
Office 365 E2	STANDARDWOFFPACK	6634e0ce-1a9f-428c-a498-f84ec7b8aa2e
Office 365 E3	ENTERPRISEPACK	6fd2c87f-b296-42f0-b197-1e91e994b900
Office 365 E3 (no Teams)	Office_365_E3_(no_Teams)	46c3a859-c90d-40b3-9551-6178a48d5c18
Office 365 E3 Developer	DEVELOPERPACK	189a915c-fe4f-4ffa-bde4-85b9628d07a0
Office 365 E3 EEA (no Teams)	O365_w/o_Teams_Bundle_E3	d711d25a-a21c-492f-bd19-aae1e8ebaf30
Office 365 E3_USGOV_DOD	ENTERPRISEPACK_USGOV_DOD	b107e5a3-3e60-4c0d-a184-a7e4395eb44c
Office 365 E3_USGOV_GCCHIGH	ENTERPRISEPACK_USGOV_GCCHIGH	aea38a85-9bd5-4981-aa00-616b411205bf
Office 365 E4	ENTERPRISEWITHSCAL	1392051d-0cb9-4b7a-88d5-621fee5e8711
Office 365 E5	ENTERPRISEPREMIUM	c7df2760-2c81-4ef7-b578-5b5392b571df
Office 365 E5 EEA (no Teams)	Office_365_w/o_Teams_Bundle_E5	cf50bae9-29e8-4775-b07c-56ee10e3776d
Office 365 E5 EEA (no Teams) without Audio Conferencing	Office_365_E5_EEA_(no_Teams)_without_Audio_Conferencing	71772aeb-4bb8-4f74-9dd4-36c7a9b5ca74
Office 365 E5 Without Audio Conferencing	ENTERPRISEPREMIUM_NOPSTNCONF	26d45bd9-adf1-46cd-a9e1-51e9a5524128
Office 365 Extra File Storage	SHAREPOINTSTORAGE	99049c9c-6011-4908-bf17-15f496e6519d
Office 365 Extra File Storage for GCC	SHAREPOINTSTORAGE_GOV	e5788282-6381-469f-84f0-3d7d4021d34d
Office 365 F3	DESKLESSPACK	4b585984-651b-448a-9e53-3b10f069cf7f
Office 365 F3 EEA (no Teams)	Office_365_F3_EEA_(no_Teams)	d1f0495b-cb7b-4e11-8b85-daee7e7e5664
Office 365 F3_USGOV_GCCHIGH	DESKLESSPACK_USGOV_GCCHIGH	74039b88-bd62-4b5c-9d9c-7a92bbc0bfdf
Office 365 G1 GCC	STANDARDPACK_GOV	3f4babde-90ec-47c6-995d-d223749065d1
Office 365 G3 GCC	ENTERPRISEPACK_GOV	535a3a29-c5f0-42fe-8215-d3b9e1f38c4a
Office 365 G3 without Microsoft 365 Apps GCC	ENTERPRISEPACKWITHOUTPROPLUS_GOV	24aebea8-7fac-48d0-8750-de4ee1fde205
Office 365 G5 GCC	ENTERPRISEPREMIUM_GOV	8900a2c0-edba-4079-bdf3-b276e293b6a8
Office 365 GCC G5 without Audio Conferencing	ENTERPRISEPREMIUM_NOPSTNCONF_NOPBI_GOV	1341559b-49df-443c-8e79-fa604fed2d82
Office 365 GCC G5 without Power BI and Phone System	ENTERPRISEPREMIUM_NOPBIPBX_GOV	2f105cc2-c2c1-435b-a955-c5e82156c05d
Office 365 Midsize Business	MIDSIZEPACK	04a7fb0d-32e0-4241-b4f5-3f7618cd1162
Office 365 Small Business	LITEPACK	bd09678e-b83c-4d3f-aaba-3dad4abd128b
Office 365 Small Business Premium	LITEPACK_P2	fc14ec4a-4169-49a4-a51e-2c852931814b
Office Mobile Apps for Office 365 for GCC	OFFICEMOBILE_SUBSCRIPTION_GOV_TEST	64fca79f-c471-4e13-a335-9069cddf8aeb
OneDrive for Business (Plan 1)	WACONEDRIVESTANDARD	e6778190-713e-4e4f-9119-8b8238de25df
OneDrive for Business (Plan 2)	WACONEDRIVEENTERPRISE	ed01faf2-1d88-4947-ae91-45ca18703a96
Planner and Project Plan 3	PROJECTPROFESSIONAL	53818b1b-4a27-454b-8896-0dba576410e6
Planner Plan 1	PROJECT_P1	beb6439c-caad-48d3-bf46-0c82871e12be
Project for Office 365	PROJECTCLIENT	a10d5e58-74da-4312-95c8-76be4e5b75a0
Project Online Essentials	PROJECTESSENTIALS	776df282-9fc0-4862-99e2-70e561b9909e
Project Online Essentials for Faculty	PROJECTESSENTIALS_FACULTY	e433b246-63e7-4d0b-9efa-7940fa3264d6
Project Online Essentials for GCC	PROJECTESSENTIALS_GOV	ca1a159a-f09e-42b8-bb82-cb6420f54c8e
Project Online Premium	PROJECTPREMIUM	09015f9f-377f-4538-bbb5-f75ceb09358a
Project Online Premium Without Project Client	PROJECTONLINE_PLAN_1	2db84718-652c-47a7-860c-f10d8abbdae3
Project Online With Project for Office 365	PROJECTONLINE_PLAN_2	f82a60b8-1ee3-4cfb-a4fe-1c6a53c2656c
Project Plan 1 (for Department)	PROJECT_PLAN1_DEPT	84cd610f-a3f8-4beb-84ab-d9d2c902c6c9
Project Plan 3 (for Department)	PROJECT_PLAN3_DEPT	46102f44-d912-47e7-b0ca-1bd7b70ada3b
Project Plan 3 for Faculty	PROJECTPROFESSIONAL_FACULTY	46974aed-363e-423c-9e6a-951037cec495
Project Plan 3 for GCC	PROJECTPROFESSIONAL_GOV	074c6829-b3a0-430a-ba3d-aca365e57065
Project Plan 3 for GCC TEST	Project_Professional_TEST_GCC	5d505572-203c-4b83-aa9b-dab50fb46277
Project Plan 3_USGOV_GCCHIGH	PROJECTPROFESSIONAL_USGOV_GCCHIGH	64758d81-92b7-4855-bcac-06617becb3e8
Project Plan 5 for faculty	PROJECTPREMIUM_FACULTY	930cc132-4d6b-4d8c-8818-587d17c50d56
Project Plan 5 for GCC	PROJECTPREMIUM_GOV	f2230877-72be-4fec-b1ba-7156d6f75bd6
Project Plan 5 without Project Client for Faculty	PROJECTONLINE_PLAN_1_FACULTY	b732e2a7-5694-4dff-a0f2-9d9204c794ac
SharePoint Online (Plan 1)	SHAREPOINTSTANDARD	1fc08a02-8b3d-43b9-831e-f76859e04e1a
SharePoint Online (Plan 2)	SHAREPOINTENTERPRISE	a9732ec9-17d9-494c-a51c-d6b45b384dcb
Teams Premium (for Departments)	Teams_Premium_(for_Departments)	52ea0e27-ae73-4983-a08f-13561ebdb823
Teams Premium for Faculty	Teams_Premium_for_Faculty	960a972f-d017-4a17-8f64-b42c8035bc7d

About the Syncro Tenant Details Page

2025-08-10T18:23:19Z

The Syncro Tenant Details page contains a left side panel, Customer Organizations and Cloud Backup sections in the main page area:

How to Navigate Here

There are multiple ways to navigate to the Syncro Tenant Details page. These include:

From the Microsoft Tenant Integrations page/table, click the hyperlinked name of a Syncro Tenant:
From the Organizations page/table, click the hyperlinked name of a Syncro Tenant:
From an Organization's Details Page in the INFORMATION section, click the hyperlinked name of the Syncro Tenant:
After you've enabled Entra ID sync, you can also use the “Manage” link next to the quick search:

The Left Panel

The name in the upper left corner is the name of your Syncro Tenant (1). You can click on the name to edit it.

In the Microsoft Details section header, there's a “Manage” link (2), which navigates you to the Microsoft Tenant Management page/table.

In the Microsoft Details section itself (3), you'll see the following information:

Last Tenant Sync: The last time this Microsoft and Syncro Tenant were synced (e.g., 34m ago). Click Sync Now to attempt a resync.
Microsoft Tenant: The name of the Microsoft Tenant this Syncro Tenant is mapped to.
Microsoft Secure Score: A percentage measurement of an organization's security posture, with a higher number indicating more recommended actions taken. (See Microsoft Secure Score for more information.)
Microsoft Users: The number of users reported by Microsoft. This typically includes all Member users on the Tenant.

Customer Organizations Section

In the Customer Organizations section/table (4), you'll see:

The hyperlinked names of any child Organizations that have this Syncro Tenant selected as its parent. If there are no child Organizations, the only Customer Organization that appears has the same name as the Syncro Tenant:

Tip: If you want to move a different Organization under this Syncro Tenant, see Move Existing Organizations to the Same Syncro Tenant.
Any Email addresses and Phone numbers associated with the listed Organizations. (See also: Best Practices.)
The status of and/or ability to set up Microsoft Entra ID User Sync.

Cloud Backup Section

Below the Customer Organizations section, you'll see a Cloud Backup section (5).

If you have an active trial or subscription to Microsoft 365 & Entra ID Backup, a table displays information and a Restore button for each Service you selected to back up:

Tips:

Backup details displayed here are updated every 5 minutes. You can click the Refresh () icon to get the latest data on demand without waiting for the next scheduled sync:
Any Services you chose not to enable backup for are also displayed, but are grayed out. You can always access your backup settings fusing the Manage > Backup Settings option.

The other options include: Backup Dashboard, User List, Audit Log, Task Manager, Alerts, and Disable Cloud Backup.

See also: Troubleshooting Cloud Backup.

Windows Update Management

2024-07-12T17:21:45Z

Use the Windows Updates policy module in Syncro's Policy Builder to set how Window updates are managed and installed.

For supported versions of the Windows operating system, you can schedule when updates should be run, how individual categories and severities of updates are handled, which updates may need to be explicitly blocked, and when to schedule required reboots.

About the “Windows Updates” Policy Module

You can use the Windows Updates policy module to:

Build templates to apply Windows Update schedules to your assets based on their policies,
View all missing patches on an asset,
View a history of recently installed patches (even before a Syncro agent was installed),
Push a button to install all available patches for an asset in real-time,
Push a different button to install individual patches to an asset in real-time,
Click a KB number next to a patch to view Microsoft’s documentation about it,
View a report of all assets that are missing Windows Updates,
View a report of all patches that have not been installed on your assets,
Create saved asset searches to find assets that are missing specific updates, and install them, and/or
Check for new updates every 24 hours.

However, you can't use Syncro's Windows Updates policy module to do the following:

Uninstall or remove existing patches,
Install feature updates,
Install updates for Microsoft products, such MS Office for Desktop.

Note: Syncro does maintain feature update scripts available for download in the community script library.

Create a Windows Update Policy

To create a Windows Update that you can later use in the Windows Updates section of Syncro's Policy Builder, follow these steps:

Navigate to the Policies tab. The Policies table displays.
In the upper right, click Policy Modules and select Windows Updates:

Syncro displays the Windows Update Policies table:
Click +New Windows Update Policy. Syncro displays the Create Windows Update Management Policy page:

Note: There are some settings that are predefined, but you can change any you like.
Give your Windows Update Policy a descriptive Name.
Use the following sections to set Security Vulnerabilities Patch Severity Approvals and/or Windows & Microsoft Patch Category Approvals, Deferred Patch Time Periods, Specify a Schedule, Set Patch Exclusions (including Global ones), and a Reboot Specification.
Click Save. You can now use the Windows Update Policy in the Windows Updates section of Syncro's Policy Builder for assignment to assets. See also: Assign a Policy.

Select Security Vulnerabilities Patch Severity Approvals

In the SECURITY VULNERABILITIES PATCH SEVERITY APPROVALS section, select an approval setting for each patch severity level (Critical, Important, Moderate, Low, Other—i.e., a catch-all for anything not described in the other severity levels):

Approve: Patches will be automatically installed during the next scheduled installation period.
Defer: Patches will be automatically installed during the next scheduled installation period once the delay/deferment period has passed. This gives you time to review any patches for problems before they get automatically installed; they will show up in the Missing Patches section of the Assets. The default deferment period is 1 day.
Reject: Patches will NEVER be installed during the scheduled installation period. This can be overridden by going to the Rejected Patches section of an asset and clicking Install by a rejected patch. This can only be done by Global Admins and those who belong to a Security Group with the “Assets - Allow Installation Of Rejected Patches” box checked.
Manual: This is the default setting. Patches will NEVER be automatically installed during the scheduled installation period, but are available to install from the Asset (record) or Windows patches report.

Specify the Deferred Patch Time Period

In the DEFERRED PATCH TIME PERIOD sections, specify the length of time to defer security approvals set to Defer. You can set it up to 30 days or 52 weeks. At the end of the time period patches will be approved unless added to excluded patch list.

Note: Once the defer period has passed, any deferred updates be installed in the next scheduled install cycle, defined in the SCHEDULE SPECIFICATION section, rather than immediately. For example, suppose the Default is set for 2 weeks and the Schedule Specification is set to every Tuesday. If a patch gets released on Saturday, it will sit for two Saturdays so you can review it. After that, the patch will automatically get installed the following Tuesday.

Select Windows & Microsoft Patch Category Approvals

In the WINDOWS AND MICROSOFT PATCH CATEGORY APPROVALS section, select an approval setting for each patch category (Critical Updates, Update Rollups, Services Packs, Feature Packs, Definition Packs, Driver, Other):

Note: See Security Vulnerabilities Patch Severity Approvals for descriptions of the approval settings.

Schedule Specification

In the SCHEDULE SPECIFICATION section:

Use the "Start Updating At" dropdowns to select the time of day (in 24 hour format) to start installing Windows patches and updates:

Notes:
- Depending on your selections, other fields may enable/disable.
- Patch updates are based on the Asset's local time. If there is an issue with the asset's system time in Windows, then the updates will run at an unexpected time.
Use the “Frequency” dropdown to select how often to install the updates—Daily, Weekly, or Monthly, then further define it:
- Daily: select the daily Interval—Every day, Every Other Day, Every Third Day, or Every 4th day.
- Weekly: use the “Weekday” dropdown to specify which day to install the updates, then select the Interval (same options as Daily).
- Monthly: if desired, use the “Monthly Weekday Interval” dropdown to specify which time of the month (First, Second, Third, Fourth, or Last). If desired, select the "Weekday" and “Day of the Month.” You must specify an Interval. Here are two examples of what you can do:
  - To install the 2nd Wednesday of every other month: set Monthly Weekday Interval=Second, Weekday=Wednesday, and Interval=Every Other.
  - To install on the 8th every three months: set Run On Day of Month=8 and Interval=Every Third. (Monthly Weekday Interval and Weekday are empty/clear here.)
If desired, check “If offline, run at next boot” and enter the Delay in minutes. If an asset is offline during the update window, the updates will be installed this number minutes after the machine boots.

Patch Exclusions

Note: Driver updates from third-party vendors distributed through Microsoft might use their own internal versioning and identification systems and deliver it through Windows Update without an associated KB article. Since it does not have a KB number, you cannot specifically exclude it. However, you can set the category of Drivers to Reject in a Windows Update Policy, then selectively install the ones you want.

If there are specific patches you never want installed, follow these steps:

Click +Add Exclusion in the PATCH EXCLUSION LIST section:

The Patch Exclusion List displays with fields so you can enter the specific KB Number and a Description of the patch you're excluding:
Click +Add Exclusion as many times as you like to add more. Click the red X to remove any patch exclusions.
Note: Patches excluded here can be used on a per-policy or per customer basis. For example, you can exclude patches based on asset type (e.g., Servers only), or for customers who have different requirements (i.e., banking vs. medical industries).
In the GLOBAL PATCH EXCLUSION LIST section, click Manage Global Exclusions:

In a new tab, Syncro displays the Global Patch Exclusion list:

Note: Global Patch Exclusions allow you to exclude patches from ALL asset policies. All of your patch policies automatically inherit anything in the global patch exclusion list. You can also find these under Admin > RMM Settings - Global Patch Exclusions.
Click +Add a Global Patch Exclusion to open the Add Global Patch Exclusion pop-up window, which displays fields so you can enter the specific KB Number and a Description of the patch you're excluding:
Click +Add Exclusion as many times as you like to add more. Click the red X to remove any patch exclusions.
When you're finished adding Global Patch Exclusions, click Save. Syncro displays your exclusions in the Global Patch Exclusion List:
Refresh the Create Windows Update Management Policy tab to see your list appear here:

Reboot Specification

In the REBOOT section, use the dropdown menu to specify what should happen if Windows wants to reboot after installation:

Do not reboot: The agent does not trigger any reboot action.
Forcefully reboot: The agent will immediately reboot the asset when the Windows Updates finish installing.
IMPORTANT: Do not select this option without entering a Reboot By time. If you leave this blank, Syncro will reboot the asset whenever it is necessary to complete the updates; this can potentially shut down the machine when in use. You can always reboot the asset after installing updates at a different time via a script, task scheduler, etc. if you are unable to enter a Reboot By time.
Prompt the user for the reboot with a message: The agent will present a pop-up that will use the message you enter in the Reboot Message field. If left blank, Syncro will display the default message: “Updates were installed and the machine needs to update.”
If the end user clicks “Allow,” the reboot happens immediately. If the end user clicks “Deny” or closes the prompt, the system will be put in a “Pending Reboot” for you to manage at a later time.
Prompt with message and attempt reboot at specified time: Syncro will display the Reboot (or default) Message, and the agent will reboot automatically at the time you select in the Reboot By dropdown menus.
If the end user clicks "Allow," the reboot happens immediately. If the end user clicks “Deny” or closes the prompt, the prompt is dismissed until the Reboot By time, when the agent will trigger a system reboot.

Edit or Remove a Windows Update Policy

Navigate to the Policies tab. The Policies table displays.
In the upper right, click Policy Modules and select Windows Updates:

Syncro displays the Windows Update Policies table with your existing Windows Update Policies listed:
Click a policy's hyperlinked Name or the edit (pencil) icon to edit it. Alternatively, click the red X to delete it.

Twilio Studio Flows (Advanced)

2025-01-17T20:57:25Z

If you checked the box to Enable Twilio Studio Flows when you set up the integration, the Twilio Studio Flows feature and additional options are available throughout the app.

Notes:

This feature is very technical in nature, and is not for everyone. Syncro's Technical Support will not be able to assist you in configuring this feature, and you may need to hire a developer to help you get it right.
We recommend reading over Twilio's Studio User Guide.

Overview

Here's a basic overview of the integration:

Your account will send a JSON payload with basic information about the resource you are sending over. For example, appointment confirmations will send over the appointment time/date.
You can add additional fields to the JSON payload as you see fit. In other words, if Syncro didn't include the information you need by default, you can include it.
This data can also support template tags (wherever possible).

On each of these, you'll notice you can add your own custom data. Syncro will also send some data in the JSON payload by default to help you. For example, here's what Appointment Reminders send over:

To access this data in a Twilio Studio flow, you'll need to use the {{flow.data}} tag. For example, if you want to access the customer name field above, use the tag {{flow.data.customer.name}}.

To access custom fields, you'll still use the {{flow.data}} tag. For example, to access the value "example data" stored under “example,” use {{flow.data.example}}.

Note: Read more about using variables in Twilio Studio Guide.

Appointment Confirmations

Appointment Reminders have the option to trigger a Twilio Studio Flow.

You can trigger a flow X hours before an appointment, along with the morning of/night before:

Additionally, Syncro has an API endpoint to trigger to update an appointment about whether an appointment was confirmed by a customer.

The endpoint is: /api/v1/twilio/appointment_confirmation

Required Parameters:

token: This is the Required Security Token found on the BYO Twilio app page.
appointment_id: This is the appointment's ID you want to update.
- Can be accessed through {{flow.data.appointment.id}} on this appointment reminder trigger.
appointment_action:
- confirm - Updates a linked ticket to reflect that the appointment was confirmed in a private Ticket Comment.
- cancel - Updates a linked ticket to reflect that the appointment was cancelled in a private Ticket Comment.

Notification Center

You can setup Twilio Studio Flows to trigger when a notification is triggered.

You can setup one Twilio Studio Flow per notification set, but you can trigger it with as many events as you would like.

Mailer

With Mailer, you can SMS and/or trigger a Twilio Studio Flow to follow-up with your customers. You are not restricted to e-mails.

Ticket Automation

With Twilio Studio Flows enabled, you have the option to trigger a Studio Flow as an Action in a Ticket Automation. Without Twilio Studio Flows enabled, you will still get the option to SMS the customer/contact, or send a manual SMS. Template Tags are also supported here.

Automated Remediation

Like Ticket Automation, Automated Remediation receives a new Action to trigger a Twilio Studio Flow.

It also receives the option to SMS the Customer/Contact, or to send a manual SMS without enabling Twilio Studio Flows.

Twilio Studio Flow Templates

Here are some Twilio Studio Flow templates you can add to your Twilio account. Feel free to add/edit them to fit your needs.

Note: Learn more about how to import these JSON flows into your Twilio account.

Simple Appointment Reminder

This Studio Flow is a great one to try first. Hook it up to an appointment reminder schedule setup to alert 1 hour before an appointment will start, and it will SMS the customer a heads up that the assigned tech will be there soon. As a bonus, it also sends a picture of the tech found on their users page so the customer knows who it is.

Here's an example from Jon Snow the technician:

Get the Simple Appointment Reminder Studio Flow

Appointment Reminders Confirmation

This Studio Flow is great to use if you would like your customer to confirm or deny an appointment reminder.

It will SMS the customer and greet them by name, and give them a reminder about when their appointment is scheduled. The customer can respond with a 'C' to confirm the appointment, or 'X' to cancel the appointment. If the appointment has a ticket attached, their response will update the attached ticket with a Private Ticket Communication/Comment on whether they confirmed or cancelled the appointment.

Get the Appointment Reminders Confirmation Studio Flow

Log Inbound Call

This Studio Flow:

Takes an inbound call,
Searches for a customer in your account with the same phone number,
Logs the call under the "Communications" tab on the Customer's page,
Pops up a message at the bottom of your screen that indicates a call is inbound, and then
Forwards the call to a number you specify.

Note: This Studio Flow uses the PBX security token as a parameter in order to work. You can find this token under the FreePBX app card in the App Center. Learn more about the PBX integration.

Get the Log Inbound Call Studio Flow

Twilio Functions

Here are some Twilio functions you can add to your Twilio account. Feel free to add/edit them to fit your needs.

IMPORTANT: For the Twilio Studio Flow templates, are fields you need to update. We've prefaced these fields with “replace-me” to make them easy to find and update. For example, “replace-me-subdomain” means you should delete “replace-me-subdomain” and replace it with your Syncro account's subdomain.

Tech Hunt

Want to call your techs until one answers the phone? Try this.

Play a Song Over a Call

Pretty neat example of how to greet your customers.

Other Functions

There is a whole repo of ideas here. Try them out!

Troubleshooting Studio Flows

If your Studio Flow isn't working, try these troubleshooting tips:

Navigate to the Studio Dashboard in Twilio, to see logs for each of your flows. This should give you helpful information on whether the issue is on your side, or on the Twilio side. In the logs, you can see the flow data sent over to Twilio. Check this out to see what the JSON flow data is, and how you can access it.
Make sure your web requests to your Syncro account has your Required Security Token. Without this token, the request will fail.
Twilio has a debugger, check it out for fails! Twilio will also email you when there is a failure on any of your flows by default.
There can only be one active execution running at a time for a phone number (per flow). You should check your Twilio Studio Flow Executions under the Logs for that Flow to see more.

Create a Contract

2024-04-12T18:40:56Z

Snippet: Create a Contract

A Contract is an agreement you have with your clients. Contracts can be as simpl

[insert-question 3407921]

Prerequisites

If you want to use a Service Level Agreement (SLA) as part of your new contract, you should create it first.

Create the Contract

To create a new contract, follow these steps:

Select the Contracts tab from the tab bar. If available, a list of existing items appears in the Contract Manager table.

Click +New Contract. The New Contract page displays.

Begin typing a Customer's name and select the Customer. Then name the contract, give it an estimated likelihood of closing, provide a start and end date, a primary contact, and description.
If you have an SLA you'd like to associate with this contract, select it from the list:
Check the "Contract Applies to All Tickets" box to apply this contract to the Customer you selected for all tickets going forward. Leave it unchecked to prevent tickets from being under contract automatically. (You can manually associate a ticket with a contract from the Ticket Details Page.)
Click Create Contract. The Contract Details page displays, where you will specify the details for the contract:

Tip: If you take some time to create Contracts for your various service offerings now, you can quickly pull them up and use the Clone feature whenever you sign/sell a new contract.

Specify Details for the Contract

The Contract Details page contains several sections you can use to manage the contract. Each is described in the sections below.

Customer

The Customer section displays basic information about the Customer:

Hover over the Customer's hyperlinked name for the More Info hourglass, which lets you preview additional information or navigate to that Customer's Details page.

Click the Customer's address to display the location in Google maps.

Tip: You can also see any contracts associated with your customer in the Contracts Section of their Customer tab:

Activity

The Activity section helps you communicate with the Customer about the contract:

The first two buttons launch pop-up windows:

Click New Email to send an email to the Customer. Any files you previously attached are available in the Attach Files dropdown menu. The Emails you send display in the Communications section, further down the page. They are also available in the Communications subtab for the Customer.
Click Add File to upload any files related to this contract. The files you upload here are available from the Attach Files dropdown in the Compose Email popup window. They also display in the Attachments section, further down the page:

Click Add Reminder to load a canned message with a reminder for a Syncro business user to review the contract. Specify the time for the reminder, and select the Tech before saving. Or, click Add Reminder a second time to hide the reminders fields.

Tips:

Click All Reminders to see a list of the reminders already sent. (This may only be available after you've added a reminder.)
Contract reminders appear at the top of the Customer's Details Page, where you can decide to Edit, Snooze, or Dismiss them:

Use the Add Note field to add any notes to the contract. Click Create Contract Note to save it. The Notes you enter display in the Notes section, further down the page:

Contract

The Contract section displays basic information about the Contract. Click into any of the fields to quickly modify a value:

Tip: This is similar to clicking Edit at the top of the page.

Contract Pricing

The Contract Pricing section lets you set special rates for customers on any of your products and/or services as part of this contract (including labor).

Start typing a product's name in the Name box, and select one. The standard price appears in the Contract Price field. Change the price to what you'd like it to be for this contract, then click Add Override:

The Product and (contract) Price appears at the bottom of the section. Click the red X to remove it.

You can set contract pricing for multiple products and services here.

When you go to an invoice and add the line item, it will automatically apply the discount.

IMPORTANT: Once a contract rate is created, it will override any manual changes you make when clicking “Add/View Charges” on a Ticket's Details Page. If you change or add a contract, only line items added after that change will be affected. Previously added line items will remain at the settings that were in effect when they were added.

Product Blocklist

The Product Blocklist section helps you prevent the selling of specific products and/or services to the Customer attached to the contract.

Start typing a product's name in the Name box, and select one. Then click Add to Blocklist:

The Product and its Price appears at the bottom of the section. Click the red X to remove it.

You can add multiple products and services to the blocklist.

Non-Billable Labor

The Non-Billable Labor section is where you can designate which Labor Rates/Products are Billable and which are Non-Billable. Then, whenever someone creates a Ticket associated with the contract, the Labor Rates use that setting.

This way, your technicians won't have to think about whether a Labor Rate is billable or non-billable, and you can vary your contracts for different Customers.

Note: The Products dropdown is pre-filtered to only show products of type “Labor.” For more information about creating Labor Rates/Products, see Create Labor Rates.

Use the Products dropdown to search for and select a Labor Rate:

Syncro displays the selected Product's description:

Tip: Click the x in the Products dropdown to de-select it, or simply select a different Product.

Click the + at the far right. Syncro displays the Labor Rate/Product as non-billable for tickets under this contract:

Repeat to add as many non-billable labor rates/products as you like.

Note: Currently, any time entries created from Syncro's Mobile App are considered Billable. We are planning to support Contract-level controls in future updates of the Syncro Mobile App.

Recurring Invoices

Any Recurring Invoices associated with this contract appear in the Recurring Invoices section:

When you create a recurring invoice, you have the option to assign a contract
See also Create a Recurring Invoice.

Warranty Master Integration

2024-11-20T14:58:59Z

Note: This document has been imported from the former KB and has not yet been verified.

The Warranty Master integration talks directly to your SyncroMSP account via API to pull down the list of your devices. Once you set it up it will automatically sync your data and you will be able to manage your warranties in Syncro from inside Warranty Master.

Start by navigating in Syncro to the Password/Profile option under the User Menu shown here:

Then copy the API key from that page as well as the URL of your regular Syncro account. You can find the API key highlighted here:

Once that's done navigate to your Warranty Master account and navigate to the "Add Integration" page to click the Syncro option. Once you click that you will be directed to a page with two fields where you can paste the information you copied in the step above.

The Hostname field is where you will enter your Syncro URL, and the API Key field is where you will enter the API key that you copied:

After entering your data into those fields you can click Save SyncroMSP Setup and your account will be integrated!

Supported Versions

2024-06-25T18:04:25Z

Agent Versions

Note: Updates to the Syncro Agent are automatic; there's nothing you need to do.

Syncro Windows Agent 1.0.198.18354 - last updated 1/28/2026
Syncro Mac Agent: 1.16.627 - last updated 1/14/2026
Syncro Linux Agent: 1.0.4.11455 - last updated 2/4/2026

General System Requirements

The following are the minimum specification requirements for installing the Syncro agent on a device:

CPU: 1GHz or faster 32-bit (x86) or 64-bit (x64) processor
RAM: 1GB Memory
HDD: Must have 1GB of Storage available (size will vary depending on policy)
OS*: Windows 7 and newer, Windows Server 2012 R2 and newer. (It is NOT compatible with Windows Server Core.)
Internet: An Internet connection is required for initial setup and for the agent to check in. Once the agent is installed, if the Internet were to drop, the agent would continue to operate offline.

*The Syncro Agent requires compatibility with .NET 4.6.2 or higher (see .NET Framework system requirements). If you are having trouble installing the .NET Framework on a Windows Embedded device, try installing it independently of the Syncro Agent.

Supported OSs for Windows Updates

Syncro supports Windows updates for the following operating systems:

Windows 7, 8.1, 10, and 11 (Pro versions and above)
Windows Server 2012 R2, 2016, 2019, 2022, and 2025.

Notes:

The Syncro Agent WILL work on a Virtual Machine (VM) as long as it meets the requirements described above.
The Syncro Agent will NOT work with a non-persistent Virtual Desktop Infrastructure (VDI) device.

Mac Agents

Syncro supports Mac updates for the following operating systems:

Sequoia (15)
Sonoma (14)
Ventura (13)
Monterey (12)

And the following processors:

ARM (Apple M1, M2 chip)
x86 (Intel)

Supported Browsers

Syncro officially supports one browser for the web app: Google Chrome.

Having said that, 99% of the app works just fine in other browsers, such as Firefox, Edge, and Safari.

For those rare instances when something doesn't work as expected and you are using a non-Chrome browser, first try the same thing in Chrome. If it works as it should, then please switch to using Chrome. If it doesn't, please contact Support. Let them know you already tried it in Chrome and it didn't work there either.

Mobile App

We've designed Syncro's Mobile App for the following devices:

iOS

Android

Apple iOS 17 (and one version prior)

Android 14 (and one version prior)

Configure GDAP in Microsoft Partner Center

2025-06-30T14:38:09Z

This document provides instructions to help you create Microsoft 365 GDAP relationships and role assignments for the Syncro integration using the Microsoft Partner Center.

Read on, or watch this short video to see how it's done:

Note: You can access the Microsoft Partner Center through the app in the Microsoft 365 Admin center, or directly by typing partner.Microsoft.com into your browser.

Request an Admin Relationship

Once you're in the Microsoft Partner Center, click Customers:
Select the hyperlinked Name of the customer with whom you want to create an Admin relationship:
From the left navigation, choose Admin Relationships:
If you don't already have an active Admin relationship with the appropriate roles or permissions to integrate with Syncro, click the Request for New Relationship link at the top to request a new one:
Give the Admin Relationship a Name and set a Duration (in Days).
Tip: We recommend the maximum duration, which is 730.

Configure the Microsoft Entra Roles

Next follow these steps to configure the 12 permissions for the Microsoft Entra roles:

Click the "Select Microsoft Entra Roles" link:
Either use a Global Administrator role, or use the more granular approach to specify the 12 different permissions or roles, as follows:
- COLLABORATION:
  - Exchange Administrator
  - Cloud App Security Administrator
  - Teams Administrator
  - SharePoint Administrator
- DEVICES:
  - Intune Administrator
  - Cloud Device Administrator
- IDENTITY:
  - Privileged Authentication Administrator
  - Privileged Role Administrator
  - User Administrator
  - Application Administrator
- SECURITY & COMPLIANCE:
  - Security Administrator
  - Authentication Policy Administrator
Click Save. You should now have 12 roles assigned:

IMPORTANT: Ensure that the roles are assigned correctly. If there's any inaccuracy, you'll need to repeat the whole process. Remember, you can't add roles after they've been assigned.
Select the "Yes" radio button to auto extend.
Click Finalize Request.

Approve the Admin Relationship

Your customer or customer Admin will need to approve this relationship and its associated roles. Alternatively, if you're a Global Administrator in that tenant, you can approve it yourself. Follow these steps for a self-approval:

Navigate to the tenant you're creating a relationship for, and paste in the Request link:

This brings up a Consent Form:

Note: The Next button stays gray for about 15 to 30 seconds to ensure you're reading all the relevant information. Click the “Learn More” link during this time if you want, but either way you'll need to wait for about 30 seconds.
Once the button is available, click Next.
Review your requested roles again. This is a good opportunity to check that the 12 roles are present and correct.
Click Next again.
Click Accept.
Once you see a message confirming that you've accepted a partner relationship, navigate back to your tenant and click Done.
After some time (approximately 15 minutes), you should see the Admin Relationship is active and enabled:

Add a Security Group

Next, it's important that users in your tenant can use this Admin relationship and the roles they're in. To set this up, follow these steps:

Click your newly created Admin Relationship Name. Once again, you'll see the roles available through the relationship.
Scroll to the Security Groups section at the bottom. If you already have a security group assigned, ensure that it contains all of the required roles. Or, you click "+Add Security Groups" to add a new one:

IMPORTANT: We recommend using the Admin Agents group. If you're using another group, your user still must be a member of the Admin Agents security group. If you apply the required roles to the Admin Agents security group, the user can simply be a member of this group.
Check the box at the top to select all the roles and assign them to the security group:
Once you've confirmed this, refresh the page and verify that the security group is active:

You've now successfully set up the GDAP relationship with your customer, assigned the appropriate roles, and assigned security groups to that relationship. Additionally, you've ensured that these security groups have the appropriate roles to perform the integration.

You can now integrate with Microsoft as a CSP.

Additional Resources

For more information about configuring GDAP relationships in Microsoft Partner Center, refer to the following Microsoft Learn articles:

Work with Payment Profiles

2024-09-16T15:30:29Z

A Payment Profile allows you to store your customer's payment information, which you can then use to collect one-time invoice payments or automatically charge for recurring invoices.

Prerequisites

You must integrate Syncro with a payment processor before you can store payment information for your Customers in a Payment Profile.

Note: You may also want to set up Customize & Assign Notifications related to Payments. See the available options in the Payments section of the Notification Events Reference.

Create a Stored Payment Profile for Your Customer

Note: Syncro sends stored payment methods to the gateway. Syncro only stores the Nickname and a Profile ID; we do not store credit card information.

To create a payment profile for your customer, follow these steps:

Navigate to the Customers tab, then click a specific customer to open their Customer Details Page.
Scroll to the “Stored Payment Profiles” section:
Click +New. Syncro displays the New Stored Payment Method page:

Note: The “Via Credit Card” subtab appears for Syncro-Stripe integrations. A "Via ACH" subtab appears for Syncro-Worldpay integrations, and a “Via Authorize” subtab appears for Syncro- Authorize.net integrations.
Enter the customer's credit card information, then click Store Payment Profile. Syncro displays the Additional Information for Your Payment Profile page:
If desired, change the Nickname.
Update the Expiration Date to the correct month and year. (Because Syncro doesn't store any credit card data, this field defaults to the current month and year. If you do not change this manually, Expiring Payment Profile Reminders may not work as expected.)
Click Save. The new profile appears in the customer's Stored Payment Profiles section, as shown in step 2.

Tips:

The Nickname and Expiration Date cells in the “Stored Payment Profiles” section are inline editable. Just click and type to change them.
To delete a Stored Payment Profile, click the red X next to it, then click OK. The payment profile will automatically be removed from any recurring invoices.

Encourage Customers to Manage Payment Profiles in the Portal

Alternatively, your customer can create and manage their own payment profile in the Portal, as long as they have appropriate access in the Account Overview section. For more information, see About the Customer Portal.

Use a Payment Profile to Charge a Customer

If your customer has one or more payment profiles, you can use one to charge your customer.

When you select Credit Card as the payment method, Syncro displays the “Use a Stored Payment Profile” dropdown menu:

See Manage Invoice Payments for more information about taking payments.

When you set up a Recurring Invoice, Syncro displays the “Auto Charge Payment Profile on File” box in the Billing section. Check it and then select the Payment Profile to Use:

Note: If you select “Make Recurring” from an existing invoice, Syncro displays the Payment Profile options in the Add Recurring Schedule popup:

See Create a Recurring Invoice for more information about recurring/scheduled invoices.

Work with Store Credit

2024-12-09T20:18:32Z

Store Credit in Syncro is similar to a gift card or deposit payments.

View Available Credit

When an Organization has a credit balance, you'll see it in several places:

On the left side of their Organization Details Page, in the Overview subtab/section:
And in the Payments section to the right of that:
You'll also find it in the ORGANIZATION SETTINGS section when you edit the Organization:

Ways to Issue Credit

You can issue store credit during customer purchases, as invoice refunds, or for reasons entirely unrelated to a transaction (per Organization).

Customer Purchases

You can purchase something and give the Organization store credit instead of cash, a check, etc.

Make sure you have a "Store Credit" Payment Method, and it's set to behave as Store Credit. (See Manage Payment Methods for detailed instructions.)

Then during the Customer Purchase, you can "pay" them in Store Credit, which will be available for them to use on future invoices.

Invoice Refunds

This works the same as for Customer Purchases; process a refund for your customer using the “Store Credit" Payment Method” and it will be available for them to use in on future invoices.

Non-Transactional

You can also add Store Credit that is not associated with a transaction from an Organization's Details Page.

From the New button menu, select Store Credit.

Alternatively, Edit the Organization and in the ORGANIZATION SETTINGS section, click Add Store Credit:

Apply Store Credit to an Invoice

See the instructions in Manage Invoice Payments.

Remove Store Credit

Once you add Store Credit to for an Organization you cannot remove that credit.

The payment attached to the Store Credit either has to be added to another invoice or the payment needs to be deleted.

You can view all payments on the Organization Details Page in the Payments section. Look for payments that don't have an associated invoice number:

Note: Any overpayments on invoices may also appear as Store Credit. For this you need to go through each invoice and check if an overpayment has been made. See Manage Invoice Payments for more information.

Once you find the payment, click the date to open it. Then in the upper right, click Actions > Delete to remove it.

Convert Miscellaneous Credits to Store Credit

Some of older Syncro user accounts may still have Organizations with Misc Credits—a feature we deprecated long ago.

To see if this applies to you, append /administration/customers_with_misc_credit to the end of your Syncro account URL to run the hidden Miscellaneous Credits report.

If any appear, follow these steps to convert the Misc Credits into Store Credit:

Open an Organization's Details Page.
In the upper right, click Edit.
In the ORGANIZATION SETTINGS section, make note of the amount in the Misc Credits field and delete it.
In the upper right, click Save Changes.
In the upper right, click Edit again.
Right above Misc Credits, click Add Store Credit.
If needed, click the appropriate register button.
In the Amount field, type the amount you noted in the Misc Credits field.
In the Ref num field (which is required), type a reference if you have one, or type something like “Transfer misc credit.”
Click Record Store Credit.

About the Syncro Header & Primary Navigation Bar

2024-05-03T18:25:07Z

You'll use the Syncro header and primary navigation bar to access and move among Syncro's various features.

This document describes four main areas to help you get your tasks completed quickly:

Tips:

For more screen real estate, you can click the Collapse icon at the far right to hide items 1-4 (i.e., only display the Primary Navigation bar):
You can select and reorder the tabs that display in the Primary Navigation bar to meet your needs. See the Tab Customization option under the Syncro User Profile menu for more information.

Search

The first thing you'll see in the upper left is the “Search” search bar (1).

After you've typed a minimum of three (3) characters, Syncro displays results from all modules, including Organizations (Customers) and End Users (Contacts), Assets, Invoices and Estimates, and Tickets:

In the upper-right corner of Customers results, use one of the four icons to display all of this Customer's estimates, invoices, tickets, or assets. (If your browser settings allow, these open in a new browser tab.)
Click on any result to navigate to that item.
If you're searching for Tickets, you may also want to explore Syncro's AI-powered Smart Ticket Search.

If you press enter, Syncro displays the Advanced Search page:

Click any hyperlinked text to navigate to that information, or revise your terms and click Search.

About Search Results

The Search field uses two different methods to retrieve data; depending on what you're looking for, results are either instant or updated daily.

Most data is queried in real-time. Changes to Customers, Tickets, and Products, are searchable immediately.
Asset data (including the Last User field) is re-indexed once per day at 01:00 UTC. While this helps ensure system performance, updates to Asset fields may not appear in results until this process completes. If you need to find an Asset that was updated recently and isn't appearing in the global search yet, navigate directly to the Assets and RMM tab for the most current data.

In the upper right corner of the Syncro header you'll find four (or five) icons. The first (the +) is Syncro's global “New” menu:

As its name suggests, this menu is always available to help you create the most common things in Syncro.

The other icons are:

Notifications (the bell icon): opens the Notifications sidebar on the right side of Syncro. When there are notifications to show, they'll display here. Click Dismiss All to clear the notifications, or the X to close the sidebar.
Active Timers (the stopwatch icon): this displays only if you have a timer currently running for a ticket. See Use a Timer to Capture Billable Time for a Ticket for more information.
Chat (the chat bubble icon): navigates you to the Chat tab/module within Syncro.
Resource Center (the question mark icon): opens the Resource Center menu where you can get help and support if you need it. (This does not open if you're on the Training tab.)

On the far right you'll see your Syncro User Profile menu; the options in this menu are described in the table:

	Option	Description
	Appointments	Navigates you to a list of your Upcoming Appointments (next 30 days).
	Dark Mode	When clicked, changes your screens to dark mode and provides a Light Mode option to switch back.
	Documentation Center	Navigates you to the Documentation tab and your (internal) Documentation Center.
	Enable Fullscreen	When clicked, Syncro removes the wide margins on the left and right of your screen and provides a Disable Full Screen option to switch back.
	My Calendars	Navigates you to a page that allows you to integrate Syncro with calendaring systems like Google and Outlook365.
	New Reminder	Pops open a window so you can quickly set a new reminder (with date/time and a note) for a Tech you select. Click All Reminders to navigate to the Reminders page.
	OpenID Authorizations	Displays a table containing open ID authorized accounts, listing the Provider, Identifier, and Date Added for each. This feature is largely unused.
	Profile/Password	Displays a page listing your name, Syncro username, Personal Appointment Booking URL. You can change your password and enable Multi-Factor Authentication (MFA) here too.
	Settings	Navigates you to the General Settings page where you can specify your: Country Locale Time Zone Admin Notification Email (Customer) Portal Accent Color Code This a shortcut to Admin > Syncro Administration - General Preferences. See also Customize General Preferences.
	Tabs Customization	This opens the Tabs Settings page, where you can: Specify which tabs to show by default (from left to right) in the primary navigation bar, Rearrange the order of your tabs, Reset your tabs to the default setting. Notes: It's possible to enable more tabs than will fit across the top of your screen. A "More" tab will appear to contain the overflow. This is a per-user setting. Customizations are stored server-side, so they will follow you to different computers, browsers, and sessions. You will need to refresh your browser to see the changes after saving them.
	Time Clock	Pops open a window so you can quickly Clock In/Clock Out with a Note. You can Clock Out specifically for a lunch break, see a running list of Time Clock Entries, or click Time Clock Admin to navigate to the Time Logs page.
	Sign Out	Logs you out of Syncro.

The Primary Navigation bar consists of a number of tabs you will use to navigate

[insert-question 3383665]

Syncro Unleashed for MSPs: From Setup to Scale

2025-11-21T16:36:38Z

Get ready to master Syncro!

If you're an MSP, this edition of Syncro Unleashed is your definitive resource for training on our unified platform. This program is designed to help you streamline IT operations, deliver robust security, and profitably scale your MSP business.

Product Essentials is Your Fast Track to Syncro Success

This foundational learning path gives Technicians, Technical Leaders, Business Leaders, and Billers the essential knowledge to confidently use Syncro.

Prerequisite: A trial or paid Syncro account is available to execute the setup, ticketing, and management actions covered in this path.

1. Introduction

This topic is appropriate for everyone interested in learning more about Syncro.

#	Topic	Description
1-1	Syncro XMM: The Big Picture	Gain a high-level understanding of Syncro XMM, the first IT platform to unify Remote Monitoring & Management (RMM), Professional Services Automation (PSA), and Microsoft 365 governance capabilities into a single solution. With a powerful feature set built for growing Managed Service Providers (MSPs) and IT departments, Syncro helps you orchestrate, automate, and delegate IT operations like never before.
1-2	Activate Your Sandbox: Syncro Trials	Learn how to immediately activate your 14-day Syncro trial account. Complete this quick setup so you can instantly explore all Team Plan features, test core RMM/PSA functionality using pre-configured example data (including example policies, assets, and tickets), and access the comprehensive Resource Center to decide if Syncro is the right backbone for your IT infrastructure.
1-3	Effortless Control of Your Syncro Account	After exploring a Syncro Trial, you'll be ready to convert to a paid subscription. This guide shows you how to manage your Syncro account and billing. You'll gain a clear understanding of our available subscription plans and how you'll be billed for users and any add-ons. See how easy it is to make payments, access all past invoices, and change your subscription plan at any time.
1-4	Explore Team Plan Features	Explore the capabilities and value Syncro's Team Plan unlocks. Learn how to supercharge your service delivery and business growth by deploying advanced features such as Network Discovery to streamline device onboarding, integrated Entra ID user sync with password reset and MFA actions for superior security, and real-time Ticket Automations for streamlined workflows.

2. RMM

This topic is designed for Technical Leaders.

#	Topic	Description	Check My Knowledge
2-1	Syncro Admin Kickstart	This essential training guide shows you how to strategically configure Syncro—including setting business hours, customizing security groups, assigning user permissions, and tailoring communication templates—so you can establish iron-clad security, ensure efficient workflow for your team, and accelerate your business operations toward full RMM/PSA automation.	Take the Quiz
2-2	Define Your Client Universe: Organizations & End Users	In this training guide you'll learn how to configure global Organization settings, and use custom fields and tags to segment your clients. You'll take steps necessary to create and/or import Organization and End-User information. Mastering this essential process ensures your client data is clean and accurate, enabling seamless security, ticketing, invoicing, and reporting.	Take the Quiz
2-3	Master the Policy Engine (RMM 101)	Next, learn how to define and deploy your operational rules using Syncro's Policy Builder, assigning them to take strategic advantage of policy inheritance. You'll also learn how to integrate patching for Windows and Third-Party applications to ensure consistent configuration, enforce security, and immediately begin proactive system maintenance. Finally, with Event Log, Process & Service Monitors and their alerts, you'll be streamlining technician responses and maintaining fleet stability like a pro.	Take the Quiz
2-4	From Zero to Asset Monitoring (RMM 102)	This training guide teaches you how to configure global RMM settings, create agents, and deploy them to turn devices into fully managed Assets. Master this initial RMM setup so you can successfully apply consistent operational rules, ensure proper security and system maintenance across your entire fleet, and immediately begin remote monitoring and management work.	Take the Quiz

3. Ticketing

This topic is designed for Technical Leaders. The Technician 101 Guide is meant to be shared with the Techs on your team.

#	Topic	Description	Check My Knowledge
3-1	Activate Your Ticketing System (Ticketing 101)	In this training guide, you'll learn how to align Syncro's Ticketing features with your business needs, starting with customizing essential settings for priorities, statuses, and labor logging. Practice creating ad-hoc Tickets so you can immediately begin processing client service requests with confidence. Employ Ticket Views, parent/child relationships, and use searching, filtering, and ticket tags to quickly locate, organize, and manage client issues, resulting in a truly streamlined service workflow for your entire team.	Take the Quiz
3-2	Leverage Automation, Gain Focus (Ticketing 102)	Now that you have the basics of how Ticketing works in Syncro, you'll learn to use Ticket View Metrics and set default and team views so you can focus your team on the most important tasks and meet SLAs. You'll also set up custom ticket types and fields and create powerful Ticket Automations, which enable you to automatically evaluate and update tickets in real-time, greatly streamlining your helpdesk. Finally, you'll use Recurring Tickets to easily automate the scheduling of routine maintenance.	Take the Quiz
3-3	Login, Work, Fix (Technicians 101)	In this training guide, your technicians will get acclimated to using the Syncro platform in their day-to-day job, starting with navigating the Tickets table and quickly adding billable time to a ticket. Practice using the Ticket Communications section to ensure clear, private team collaboration and professional communication with end-users. Learn to initiate remote sessions using Splashtop and use backgrounding tools to perform non-interruptive repairs. This guide also prepares Technicians to efficiently manage patches, chat with end users, and stay connected using the Syncro Mobile app.	Take the Quiz

4. Invoicing

This topic is designed for Business Leaders and/or Billers.

#	Topic	Description	Check My Knowledge
4-1	Activate Your Billing System (Invoicing 101)	In this training guide you'll learn the essential first steps to align Syncro's billing features with your business needs. You'll set up your core financial foundation by defining labor rates, payment terms, and customizing invoice templates. Configure your payment processor integration so you can seamlessly receive client funds. This preparation ensures every charge is accurate, simplifies client transactions, and fully activates Syncro as your automated revenue collection system.	Take the Quiz
4-2	Structure Products & Services for Profit	Learn the essential steps to configure and categorize your Product & Service offerings. Define labor rates, create inventory items, and set up discounts so you can ensure every billable item is accurately tracked and priced. You'll also learn to create reusable product bundles and track stock levels to streamline the invoicing process, and guarantee that technicians' time and materials are properly charged to clients.	Take the Quiz
4-3	Collect & Build Recurring Income (Invoicing 102)	This training guide will teach you how to create and issue all types of invoices, including one-time and recurring invoices. Set up billing per device, per user, or collect flat fees, and easily aggregate multiple pending ticket charges onto a single invoice to ensure all billable work is captured. You'll also learn how to manage deposits and apply store credit to future invoices. Automating your recurring invoices will maximize revenue collection and free up administrative time.	Take the Quiz

5. Syncro & Microsoft

This topic is designed for Technical Leaders.

#	Topic	Description	Check My Knowledge
5-1	Unify Microsoft 365 Management (Microsoft 101)	In this training guide, you'll learn how to get started with Syncro's integrated Microsoft 365 management features. You'll connect your Microsoft tenants and deploy security baselines so you can begin continuous monitoring and track compliance status across all client environments. Perform Entra ID user syncs, password resets, and MFA management actions directly within Syncro, simplifying security and identity management operations while strengthening your security posture and reducing the attack surface.	Take the Quiz
5-2	Activate Cloud Backup Protection (Microsoft 102)	This training guide will teach you how to activate your Microsoft 365 and Entra ID (i.e. Syncro Cloud) backup trial and onboard new clients by customizing the backup scope for users and services. Set up this proactive defense so you can protect critical data from accidental deletions and ransomware attacks, ensuring resilience and compliance. See how to monitor the health of your backups, search for and quickly restore data, and directly bill your customers for this essential service.	Take the Quiz

Next Steps

Congratulations on completing the “Product Essentials” learning path!

You've established a solid foundation for using Syncro's RMM, PSA, and Microsoft 365 features.

This is a tremendous achievement that validates your commitment to launching a technically sound system; one that will serve you now and scale as your business grows in years to come.

We encourage you to continue this momentum and transition to the next level of expertise. The next learning path, “Maximizing Syncro's Potential,” will teach you how to leverage this foundation for maximum efficiency and profit.

Maximize Your Investment and Confidently Launch Your Operations with Syncro

Master the platform across your entire workflow by exploring advanced topics and real-world automation examples in this learning path.

Prerequisite: Successful completion of “Product Essentials."

6. Expand Your Syncro Toolkit

This topic is designed for Technical Leaders looking to dive deep into Syncro's feature set.

#	Topic	Description	Check My Knowledge
6-1	Control Email, Boost Delivery	In this training guide, you'll learn about the different options available for sending and receiving emails in Syncro, focusing on how to set Syncro up for maximum impact. You'll set up your preferred method (custom mailbox or SMTP) and configure verified domains so your communications are reliably delivered and stay out of spam folders. Customize your email templates and configure multiple outbound categories for support, billing, and marketing so your messaging reflects your unique brand voice and reaches the correct recipient every time. This complete setup allows you to ensure professional, segmented communication that builds trust with your clients.	Take the Quiz
6-2	Launch Scripts Across Your Fleet	Scripting is a core RMM feature, and here you'll learn the basics of using this module, starting with managing, organizing, and importing scripts from the Community Library. You'll learn how to create your own custom scripts using languages like PowerShell and Batch so you can gain maximum flexibility and interoperability with tools you already use. Deploy your scripts on assets, set them to run on a recurring schedule, or add them to Policies and Automated Remediations. This allows you to streamline routine maintenance, quickly fix issues across your fleet, and fully unlock the automation power of your RMM.	Take the Quiz
6-3	Escape Mundane Tasks With Automation	In this training guide you'll learn the essential first steps to start automating mundane tasks and saving time with Syncro. You'll set up Ticket Automations and Automated Remediations for RMM alerts, linking actions to specific ticket changes or network infrastructure events. Learn to delegate routine tasks like maintenance scheduling, ensuring your helpdesk is immediately responsive and freeing up your team to focus on more strategic issues.	Take the Quiz
6-4	Drive Revenue with Leads & Mailer	First, this training guide will teach you how Leads get created in Syncro, as well as how to process and manage them. Practice converting prospects into new Organizations and Tickets, which ensures no potential client slips through the cracks. Then, you'll learn how to use the Mailer feature to send existing Organizations email campaigns that drive new business. This complete setup allows you to efficiently capture every prospect and nurture your current customers, helping you maintain a consistent revenue pipeline.	Take the Quiz
6-5	Mastering Managed AV: The Bitdefender GravityZone Playbook	This guide leads you through the Bitdefender GravityZone integration, starting with provisioning your account and enabling automatic deployment via Syncro policies. You'll learn to manage specific security configurations directly in the GravityZone portal—such as disabling billable add-ons like HyperDetect—and how to assign custom policies to your endpoints. Finally, you'll get a sense of essential maintenance workflows, including safe removal procedures and troubleshooting rules to prevent integration errors.	Take the Quiz
6-6	Simplify Client Support with the End User Portal	In this training guide, you'll learn to configure the End User Portal. Customize the portal's branding and set up permission groups to control what features your clients can see. You'll enable specific End Users, manage their security (MFA), and learn how to provide them with access. This setup allows your End Users to submit tickets, view their invoices and make payments, and access documentation, improving their service experience while streamlining your support workflow.	Take the Quiz

7. Unlock Mastery Pathways

This topic is designed for Technical Leaders who are interested in taking their Syncro knowledge and use to the ultimate level.

#	Topic	Description	Check My Knowledge
7-1	Unleash Advanced RMM Power (RMM 103)	In this advanced training guide, you'll learn how to create Custom Asset Fields and Saved Asset Searches, then use them in a real-world example to capture and track missing Bitlocker keys. You'll also use Network Discovery to bring unknown assets (like printers) into your environment, then set up SNMP and OID monitoring to receive immediate status alerts. This prepares you to manage non-agent devices and enhance data accuracy for your reports and automations. Finally, you'll learn to Archive Assets that are no longer needed to maintain a clean and current list, preserving Technician efficiency and ensuring accurate billing.	Take the Quiz
7-2	Optimize Your Helpdesk Flow (Ticketing 103)	Now that you have a good handle of how Ticketing works in Syncro, you'll learn about other Ticket-related helpers like Worksheets and Workflows. Create reusable Ticket Worksheet templates and build standardized Ticket Workflows so you can ensure technician consistency and streamline the ticket creation process. You'll also learn how one Partner uses Ticket Tags and Automations to move work between different queues. Use this powerful example to structure your own helpdesk with focused Ticket Views, allowing you to prevent client requests from slipping through the cracks and make your service delivery as efficient as possible.	Take the Quiz
7-3	Advance Your Financial Operations (Invoicing 103)	Now that you have a good handle on Invoicing, you'll learn how to create and use Estimates so you can receive client approval and quickly convert quotes into Tickets or Invoices. You'll also set up and automate the sale of Prepay (Block) Hours, and learn how to process customer Deposits, issue Refunds, and use Store Credit. Finally, you'll work with Purchase Orders (POs) in an end-to-end example, which prepares you to manage client procurement needs and track inventory. This advanced training prepares Business Leaders and Billers to capture steady revenue and take full control over complex financial transactions.	Take the Quiz
7-4	Master Syncro Reporting for Actionable Insights	In this training guide, you'll learn how to turn your Syncro data into actionable business intelligence. Master the Reports module to monitor operational health, track helpdesk performance, and measure technician efficiency. You'll also learn how to build custom reports with the Report Builders and deploy pre-built Power BI templates for advanced analytics.	Take the Quiz
7-5	Integrate Apps for Revenue Growth	Close your learning journey learning how to leverage Syncro to optimize your operations and drive business growth. You'll explore popular apps and integrations (like accounting platforms or security tools) and learn the simple steps to set up the connection. This allows you to improve operational efficiency and enhance service delivery. Crucially, you'll see how simple it is to pass charges along to your clients through our Universal Billing feature by mapping vendors and adding usage counters to recurring invoices.	Take the Quiz

Next Steps

If you've completed the training in this learning path and are satisfied with the results of your knowledge checks, here are the next steps you can take:

Take the Comprehensive Test: Think you're a Syncro Expert? Take this 30 question test to confirm that.
Give Feedback on this Training: Take 2 minutes to tell us what you think of our new training materials so we can keep improving it.
Revisit Training Guides: Jump right back into your learning journey using our Training Guides page, which is organized by role and features direct links to useful examples, ensuring you can keep acquiring and applying new knowledge.

And finally, we hope you'll join us and be an active participant in the Syncro Community to continue growing your knowledge and helping others.

Uninstall Syncro Agents

2024-06-26T15:58:51Z

You uninstall a Syncro Agent by deleting the Asset. This will queue up a full uninstall on the device upon its next sync or reboot.

Tip: To initiate an uninstall but while still retaining the asset for your historical records, consider archiving the asset.

Uninstall the Syncro Windows Agent

In Windows, you can uninstall Syncro just like you would uninstall any other program. Open the Control Panel on the device and select “Add/Remove Programs” to uninstall the Syncro Windows Agent. In this case, a Policy may require that you enter a device uninstall code (PIN).

Or, follow these steps in Syncro:

Navigate to Assets & RMM, then click the hyperlinked name of an Asset:

Tip: You can also navigate to a specific Organization's Details page and scroll to the Assets section:
From the Actions button menu in the upper right, select “Delete”.
Click OK to confirm. The Syncro Agent is completely uninstalled when you see this confirmation message:
If you are uninstalling to re-install, reboot the device after the uninstall.

Locate a Device Uninstall Code

To find the uninstall code for removing a Syncro agent:

Navigate to the Assets & RMM tab/module.
Click the hyperlinked name of a specific Asset to display its Details Page.
In the Overview section, click the “View Effective Policy” link.
Navigate to the Miscellaneous section of the Syncro Policy Builder to view the Uninstall Code.

Uninstall the Syncro Mac Agent

The steps described for Windows should remove the Syncro Agent from any end-point, regardless of the operating system.

However, if you run into a circumstance on a Mac where this isn't the case, you can also uninstall it locally by following these steps:

Launch Terminal.app.
In the Terminal, run the command: sudo syncro uninstall
When prompted, enter the User password to begin the uninstallation process.

Troubleshooting Syncro Agent Uninstalls

Windows

If you are unable to uninstall a Syncro Windows Agent by the methods described above, you can use one of the uninstallers below. Run the appropriate as an Admin on the device, then reboot.

Notes:

The zip file simply contains the batch file.
The SyncroUninstaller.bat may have unexpected results when run from a user's folder if it contains a space.
For example: C:\Users\user name\Downloads\SyncroUninstaller.bat

SyncroUninstaller.bat

SyncroUninstaller.zip

Macs

An additional command for the Mac Agent uninstall is: sudo syncro uninstall full.

This command removes the Syncro Agent UUID.

Note: If the Agent has to be reinstalled on the asset, a new asset record will be created in Syncro.

If the sudo syncro uninstall commands do not do seem to perform a clean uninstall, you may also want to review the agent files located at /Library/Application Support/Syncro and consider removing the Syncro folder.

About Report Time Periods

2024-06-25T19:19:02Z

Many Syncro Reports have a Period dropdown menu, where you can select the timeframe for which you want to pull data:

This table illustrates the behavior of the Period dropdown menu, using 2024-07-16 (July 16, 2024, a Tuesday) as Today's date:

Period	What It Means	Example
All	The date you started using Syncro (e.g. Jan 9, 2012) to Today's date, next year.	2012-01-09 to 2025-07-16
Custom	Enter From and To dates for whatever you like. Perfect if none of the other presets have what you want.	N/A
Today	All data from Today.	2024-07-16
Yesterday	All data from yesterday.	2024-07-15
This Week	Monday to Sunday of this week.	2024-07-15 to 2024-07-21
This Month	1st of this month to last day of current month.	2024-07-01 to 2024-07-31
This Quarter	1st of current quarter to Today’s date.	2024-07-01 to 2024-07-16
This Year	Jan 1st of this year to Today’s date.	2024-01-01 to 2024-07-16
Month to Date	1st of this month to Today's date.	2024-07-01 to 2024-07-16
Last Month to Date	1st of last month to Today's date last month. Allows you to compare the same time range last month and this month (Month to Date).	2024-06-01 to 2024-06-16
Last Week	Monday to Sunday last week.	2024-07-08 to 2024-07-14
Last Month	All days of last month.	2024-06-01 to 2024-06-30
Last Quarter	Entire three months of last quarter.	2024-04-01 to 2024-06-30
Last Year	All days of last year.	2023-01-01 to 2023-12-31
Since 30 Days Ago	30 days ago to Today.	2024-06-16 to 2024-07-16
Since 60 Days Ago	60 days ago to Today.	2024-05-17 to 2024-07-16
Since 90 Days Ago	90 days ago to Today.	2024-04-17 to 2024-07-16
Since 365 Days Ago	365 days ago to Today.	2023-07-17 to 2024-07-16

Create Automated Remediations for Alerts

2024-04-23T11:51:35Z

Syncro's Automated Remediation feature helps you automate actions when RMM Alerts are created.

Note: While assets don't have a limit for the total number automated remediation events that can affect them per day, no single automated remediation can run more than 11 times on a given asset every 24 hours.

You can read on, or watch this short video to learn more:

To feed an alert into an automated remediation (i.e., trigger an automatic response from an alert), follow these steps:

Select the Assets & RMM tab. The All Assets page displays.

In the upper right, select Automated Remediation from the View button menu:

Tip: You can navigate to the Automated Remediation table from two other places:

The Alerts tab: click Manage Automated Remediations.
The Admin tab: under RMM Settings, click “Automated Remediation.”

In the upper right corner of the Automated Remediations page, click +New Automated Remediation. The New Automated Remediation page appears:

In the lower right of the CONDITIONS section, click [ + ] to add one or more conditions:

Depending on the condition you select, additional information will be required.

Repeat this step to add multiple conditions. For more information about available Conditions, see Automated Remediations Reference.

Note: When you add multiple conditions, ALL of the conditions need to be met for the action to be executed. (There is currently no “or” option available.)

Click the X icon to delete any you add by mistake.

In the lower right of the RUN THE FOLLOWING ACTIONS FOR THE MATCHING RMM ALERTS section, click [ + ] to add one or more actions:

Depending on the action you select, additional information will be required.

Tip: If your actions include emails, see the AVAILABLE TEMPLATE TAGS section to search for a list of variables you can include:

Repeat this step to add multiple actions.

For more information about available Actions, see Automated Remediations Reference. For more information about Template Tags, see Template Tags Reference.

Note: When you add multiple actions, ALL of the actions will be executed when the condition(s) are met.

Click the X icon to delete any you add by mistake.

Click Save. The Automated Remediation appears as a row in the table, with options to Clone or Delete [ X ]:

About the "Run Once" Option

When the “Run Once” box is checked:

The remediation will trigger only one time per alert instance.
Even if the alert condition persists or re-checks fail again, the automation won’t rerun for that same alert.
Only after resolving the alert will the same alert instance fire the automation again.

When the “Run Once” box is unchecked, the remediation will continue to run every time Syncro re-evaluates the alert and finds it still active.

This is useful if you want to repeatedly take action (e.g., reattempt a script install or escalate notifications until the issue is resolved). However, this can result in multiple runs and possibly spammy behavior, depending on the alert check frequency.

Syncro Exceptions and Allowlists

2024-11-21T17:29:40Z

This document provides the current list of domains that Syncro agents need to communicate with in order to function properly.

Notes:

Be sure to allow outbound TCP connections over port 443 for both HTTP over TLS and non-HTTP over TLS.
For Mac agents:
- Both HTTPS and WebSocket Secure (WSS) on TCP port 443 are required.
- WSS connections to *.kabutoservices.com must be excluded from SSL inspection/deep packet inspection, not just port-allowlisted. While covered by *.kabutoservices.com in the wildcard list, it may be helpful to explicitly mention wss://realtime.kabutoservices.com/socket as the specific WSS endpoint used for sync in the FQDN list for Mac agents.
In addition to the required firewall exceptions described in Splashtop's documentation, you should also make an exception for the FQDN my.splashtop.com. (This is necessary for the automatic Splashtop installation to function correctly.)

Wildcards

The following wildcards are the easiest way for you to supply this information:

*.syncromsp.com

*.syncroapi.com

*.kabutoservices.com

Fully Qualified Domain Names (FQDNs)

Notes:

If you choose to enter each subdomain manually and do not use the Wildcards, you'll also need to update your policies whenever Syncro adds new subdomains.
The SUBDOMAIN entries below are client specific; you'll need to provide the subdomain of your own instance.

attachments.servably.com

attachments.services.syncromsp.com

background.syncromsp.com

chat-chat.syncromsp.com

desktop-updates.kabutoservices.com

ld.aurelius.host

production.kabutoservices.com

realtime.kabutoservices.com

rmm.syncromsp.com

SUBDOMAIN.api.syncromsp.com

SUBDOMAIN.syncromsp.com

SUBDOMAIN.syncroapi.com

syncro-live.syncromsp.com

traversal.syncromsp.com

updates.kabutoservices.com

Services & Processes

Here are the Syncro services and processes that can be added as exclusions.

Services

Syncro

SyncroLive

SyncroRecovery

Processes

Syncro.App

Syncro.App.Runner

Syncro.Overmind.Service

Syncro.Service

Syncro.Service.Runner

SyncroLive.Agent

SyncroLive.Agent.Runner

SyncroLive.Service

SyncroLive.Service.Runner

If you continue to encounter issue despite adding the above exclusions, you may also add these folders as exclusions:

C:\Program Files\RepairTech

C:\ProgramData\Syncro

If you encounter issues with network discovery, add the folders below as exclusions on the primary network node:

For 32-bit Systems	For 64-bit Systems
C:\Program Files\NPcap\x86\* C:\Windows\System32\Npcap\* C:\Program Files\Nmap\nmap.exe	C:\Program Files\NPcap\x64\* C:\Windows\SysWOW64\Npcap\* C:\Program Files (x86)\Nmap\nmap.exe

Troubleshooting Connection Issues

For devices where you suspect connection issues, paste each of the following URLs into its browser:

URL	Expected Result
https://rmm.syncromsp.com	This is an API endpoint. It has no HTTP handler, which is why web traffic is redirected to the main Syncro web page. If you get this redirect, this proves the URL is reachable.
https://production.kabutoservices.com/syncro/main/updates/	A blank white page.

Configure IP Restrictions

2024-05-17T19:13:29Z

You configure IP restrictions by listing which specific IP addresses are allowed to access your Syncro site. This IP Allowlist or whitelist applies to all Users and API calls, including integrations.

Notes:

Syncro recommends enabling the IP Allowlist for both Users and APIs.
IPv4, IPv6 addresses are both supported, including the use of CIDR.

Create Your IP Allow List

Navigate to Admin > Employees - IP Allow List. The IP Allow List page displays.
Click the Disabled for Users and/or APIs toggles to enable the feature(s).
In the Allowed IP Address List field, add all the public IP addresses of users and integrations connecting via our API (for which you have made API keys) to allow them access to Syncro:

IMPORTANT:

Add the IP addresses of all Global Admins here. If you forget, Global Admins may be temporarily logged out until they receive the email described in Unauthorized Access. When they click Approve, their IP address will be added.
If you're on a Team Plan and are using either Azure AD Sync or Database Backup, you must add 3.227.99.15 to your allowlist. (The IP addresses of Azure AD or the Database to which you are backing up do not need to be added.)
If you're using PowerBI, you must allow API requests for the integration to work. Either disable the “Enable for APIs” toggle entirely, or add the entirety of Azure's IP Ranges to your allowlist.

Click Save.

Unauthorized Access

If a user attempts to access Syncro after this feature is enabled and their IP address is not on the IP allowlist, they will not be able to access any aspect of Syncro:

Additionally, Global Admins receive an email notifying them of the attempt. This email includes an Approve button so you can easily add the blocked IP address to the IP allowlist:

Whitelisting Integrations

Here are some commonly used vendors (and links to their IP resources) that you may want to add to your IP allowlist:

Automated Remediations Reference

2024-04-23T13:04:55Z

Conditions are the criteria that Automated Remediations have to meet for the remediation to run.

Conditions

Note: All of the conditions are matched using the following operators: “Is,” “Is Not,” or "Contains."

The table below describes Conditions you can use in Automated Remediations:

Condition	Description
Alert Body	The Alert description.
Asset Custom Field	Only run the Automated Remediation for assets based on their custom fields and the values those fields contain.
Asset Has AV	True or False
Asset Name	Name of the asset for when you want to run the Automated Remediation on the asset, or assets with similar naming conventions.
Asset OS Type	Operating System (e.g. Windows 11, Windows Server, Mac OS X, etc.)
Automation Has Never Run	Only run the Automated Remediation if it has never run on the asset before.
Business Hours	Set the Automated Remediation to run inside or outside Business Hours you've defined in Admin > Syncro Administration - Business Hours.
Customer	Monitor for alerts from specific Customers.
Customer Policy Folder	Only run the Automated Remediation if the asset is assigned to the Customer Policy Folder or selected subfolder. (Search and select.)
Policy Folder Name	Only run the Automated Remediation if the asset is assigned to a specific Policy Folder. (Free form entry.)
Process Monitor	The Automated Remediation will watch and run when the alert is from a tracked Process Monitor.
Rate Limit	Limit the Automated Remediation to run only X times per Y days.
Service Monitor	The Automated Remediation will watch and run when the alert is from a tracked Service Monitor.
Trigger Category	Select a monitoring trigger from the dropdown menu. You can also type your own custom trigger name if you're creating your own alerts using Syncro Scripting.

Actions

Actions are one or more things done when Conditions for an Automated Remediation are met.

Note: If you specify multiple actions, the Convert to Ticket action will run first.

The table below describes the Actions you can use in Automated Remediations:

Action	Description
Clear Alert	Clears the alert so the asset can receive a new alert (and run an automation in the future).
Convert to Ticket	Creates a ticket for the alert under the Customer/Contact for the asset. You can also add a public or private comment to the ticket, set ticket status, issue type, and any ticket custom fields. You may also choose and/or create Ticket Tags.
Email Custom Email Address	Email any email address when the Automated Remediation runs.
Email Customer/Contact	Send email to the Customer/Contact that you are running repairs.
Email Technician	Send email to the Technician that the Automated Remediation is running.
Enable Maintenance Mode	Once enabled, you will not be notified of alerts for this asset for the Duration you specify. Best used if you're about to perform work that could trigger alerts like offline alerts, for example.
Post to Slack	Add a webhook, and Syncro will post a message to Slack.
Run Script	Runs a saved script on the asset.
Send Customer SMS	Sends an SMS message to the (Customer) Organization number. Syncro does not support sending SMS to End Users/Contacts, even if an asset has one assigned.
Send Manual SMS	Sends an SMS message to a specific number. Syncro automatically adds the country code based on your locale, which is specified in Admin > Syncro Administration - General Preferences.

Install and Deploy the Syncro RMM Agent

2024-04-18T17:42:12Z

Syncro's Remote Monitoring and Management (RMM) features help you easily monitor and manage all of the devices in the Organizations you support.

This document describes ways you can install and deploy the Syncro Agent on End Users' devices. Each Syncro-managed device is a deployed endpoint, or asset in your RMM environment.

Read on, or watch this short video to learn more:

Prerequisites

Before you begin, ensure these prerequisites are met:

The Organization is already set up in Syncro. (See Create an Organization for details.)
You have remote or physical access to the End Users' device(s), and the device(s) meet the minimum specification requirements.
You have Administrator permissions (required to install the Syncro Agent).
You've reviewed your Exceptions and Allowlists to whitelist the necessary sites so the Syncro Agent can properly communicate on your network. (See step 5 in Troubleshooting for specifics.)

Download the Syncro Agent/RMM Installer

Select the Assets & RMM tab from the tab bar.
In the upper right corner, click +New Asset. The New Asset page displays.
Select the Name of a Customer Organization. Additional fields display:
Select a Policy Folder containing the policy you'd like to attach to the installer. By default, the top-level Policy Folder is selected. (See also About Policy Inheritance.)
Choose a radio button to specify the desired installer file type.
Click Get RMM Installer, or copy the link displayed. The installer file downloads to your machine (e.g. SyncroSetup-CUSTOMERNAME-v1-3722905.exe).

Tip: See also Send an Installer to an End User.

Use the file to run the installer on any of the Organization's machines. A successful install looks like this:

Notes:

The installer should take between 15-30 seconds. If not, please check that you've met the General System Requirements.
Syncro enforces Multi-Factor Authentication (MFA) for extra security after the first Syncro device is installed.

Alternative Paths

There are two other ways you can download and install the Syncro Agent directly from an Organization's Details Page.

Select RMM Agent Installer from the +New button menu:

Select RMM Agent Installer from the +New button menu in the Assets section:

Where Syncro Displays Assets

A few minutes after a successful install of the Syncro Agent on a device, the Asset will appear in three (3) places:

In the Assets section of the Organization's Details Page:

In the Assets & Policies subtab of the Organization's Details Page:

In the table at the bottom of the page that appears when you select the Assets & RMM tab:

Send an Installer to an End User

There are several ways you can send the Syncro Agent installer file to an End User at the Organization:

Instead of clicking Get RMM Installer in step 5 of Download the Syncro Agent / RMM Installer, click Copy Link. Then paste the link into an email (or other communication) that will directly download the selected installer so the End User can run it.
Create (or open) a Ticket, and in the COMMUNICATIONS section, click Email RMM Agent Installer Link:

From here, you can either click Insert Link In Comment to insert a simple, canned response with the installer link into the Body, OR click Copy Link to paste it into the Body along with your own message:

Once the desired content is in the Body, click Email to send it.

Note: If you do not see the option to Email, ensure the Organization does not have the “No Email - Of Any Kind” box checked in their ORGANIZATION SETTINGS section. See Work with Organizations for more information.

Open the Organization's Details Page, and in the Assets section, select RMM Agent Installer from the +New button menu:

Configure the Syncro Installer in a Windows GPO

You can configure the Syncro Installer in a Windows GPO to automate and enforce the Syncro agent install across all domain-joined machines.

Read on, or watch this short video to learn more:

From any page in Syncro, click the Global New (+) button and select “Asset.”
Start typing the Organization's name. Select the one you want from the results.
Select the appropriate type of installer for your domain controller.
Click Copy Link.
Download the Syncro Installer to your domain controller.
Move the installer to the appropriate share folder on your domain.
Open the Server Manager, then click “Tools” and select “Group Policy Management.”
Create a new Group Policy Object.
Right-click on the GPO and select “Edit.”
In the Group Policy Management Editor, click to expand the “Computer Configuration,” “Policies,” and “Software Settings” folders.
Select “Software Installation,” then right-click in the right panel of the Group Policy Management Editor. Select New > Package….
Navigate to the share folder from Step 6 and select the Syncro Installer, then click OK.
Verify the Source Path is a Network Path. For example: \\server\sharefolder\syncroinstaller.msi
Close the GPO Editor.
Select the new GPO and add all appropriate Security Groups required for your domain.
Drag and drop the Syncro Install GPO on the appropriate Organizational Unit, or drag and drop at the Domain Level to install on all computers.

Troubleshooting Syncro Agent Installs

Check that you've met the Minimum Specification Requirements.
Make sure to run the installer as an Admin.
Download a new, fresh installer from the Organization's Details Page to ensure your installer is up to date.
Verify there are no connection issues, as there are additional files Syncro pulls from our servers during install.
Please make sure the following sites are allowlisted on all firewalls, AV or any other network security:

*.kabutoservices.com
*.syncromsp.com
ld.aurelius.host
And make sure you can access this site from the asset: https://production.kabutoservices.com/syncro/main/updates/RELEASES

If you are reinstalling the Syncro Agent, please reboot the device after uninstalling before trying to reinstall.

If these troubleshooting steps fail, you can submit a support ticket.

Assets Duplicated or Reporting Incorrectly

When an agent gets installed on a cloned endpoint, it will appear in the Assets table as the original Asset.

You may see duplicate Assets.
Assets may not be reporting in with correct system information.

When the Syncro agent gets uninstalled from an endpoint, it leaves behind a Syncro UUID. If you reinstall the agent, Syncro knows this device previously had an agent and it can check for and access the historical data. If you had installed the agent on a machine, removed the agent and then took an image of that machine, that machine’s UUID will be in the image. So when a cloned Asset gets a new agent installed on it, the Syncro UUID is still present from the master, and the most recent install is simply overwriting the existing one.

To resolve these issues, uninstall the Syncro Agent on cloned machines with the UUID Uninstaller.

To avoid this issue in the future, you may want to create a new master image where the agent had never been installed, or was uninstalled with our UUID Uninstaller.

Or, you can add the UUID uninstaller to your deployment before the agent install.

Handle Unknown Assets

Unknown Assets can be identified as follows:

They're assigned to your account.
They don’t have a name or other device information.
They were created but haven’t checked in since then.

Unknown assets generally get created when the installer is run in a sandbox. This can be caused by:

the installer or a link to an installer being scanned for malicious software by an email provider when emailing the link,
an installer saved in cloud storage, or
an antivirus scanning the installer on an endpoint.

The result is an asset created when the installer is run in a sandbox while being tested.

While it may be alarming to see an unrecognized asset in your account, regardless of how an agent is installed on a computer, assets cannot access your account's data.

Existing assets that are unwanted/unused can be deleted.

You can also use Syncro's Asset Approval feature to approve or decline unknown assets.

POS Settings Reference

2024-11-18T10:18:20Z

Navigate to Admin > POS - Preferences to find all your POS-related settings in Syncro.

This document describes what each setting does.

Enable POS Module: Check this box to enable use of the POS Module. See About the POS Tab/Page for more information.
Enable Upsell Opportunities: Check this box to be able to offer upsells to your end users.
Don't Require the Register to Close Daily: Check this box to use the register for multiple days without forcing a close. If you do this, be sure to manually close the register periodically so your reports still make sense.
Default POS Tab: Select which section of your POS screen shows by default on the page that displays when you click the POS tab. The full list of Items is the default, but you can also specify the Manual/scan Forms or the Categories view.
POS Timeout in Minutes: Enter a value for the number of minutes the POS tab/page may sit idle before a logout is forced and the lock screen displayed. Keep in mind that having the POS open in a different tab will still trigger the timeout. (Enter 0 to disable timeouts.)

IMPORTANT: After changing POS settings, be sure to click Save.

Refurbs - Resell Purchases

2024-11-18T15:41:47Z

Note: This document has been imported from the former KB and has not yet been verified.

Our Refurbs Module is an expansion of Customer Purchases, to let you track inventory usage while you get items purchased from customers ready for sale.

What it Does

Send a Customer Purchase into the Refurb workflow
Add parts/labor/notes/etc to things you buy so you can track the work
Adding inventory items to Refurbs will take those items out of inventory
The "cost" (what you paid, not retail) will automatically adjust based on the items you put into the device

What it Doesn't Do

It's currently just based on the Customer Purchase and Parts modules - we are open to feedback about other items that should be able to get into Refurb

Tour

When purchasing an item from a customer, you'll see a button at the end of the flow:

Clicking this button will bring up a modal asking for a description of the issue. This description is used as a short identifier of the kind of work needed. You can enter notes as you go later, so keep this brief.

Once you submit the issue description, you will be taken to the new refurb, which is full of information about the item you're working on.

You can add items you used to work on the product in this form on the right, including labor and one-off items that you don't generally track. Anything you add will be reserved for this refurbishment at this point, so available quantities of stocked or serialized items will decrease.

For items added that already have a cost specified, you will not be able to update the cost, but for one-offs and labor you can adjust the cost value to reflect each case. In this example, the adapter is an inventory item supplied through purchase orders, so we know how much it cost.

Once you're ready, you can hit the big green Complete - Move to Stock button to add your new item to inventory. The cost of that item will reflect the effort and goods you spent on it, and the items used will be subtracted from your inventory.

If you change your mind about refurbishing the product (if, for example, after looking the product is actually fine to sell as-is), you can hit 'Delete' and you will go back to the customer purchase page for that item.

Have fun tracking your refurbs!

About the Tickets Tab/Page

2024-04-04T14:44:09Z

This document provides an overview of the information you’ll find in the Tickets tab and the actions you’ll be able to take for one or more tickets in the table that displays on the page. (This is also known as the Tickets module.)

Click the Tickets tab in the Syncro header to display the Tickets page and table.

Beta Version

IMPORTANT: You must also opt-in to the redesigned Tickets page in Ticket Settings to see this version.

Overview

The redesigned Tickets page contains a Ticket Views panel (1), several options for searching and acting on your tickets (2), the Ticket View Metrics panel (3), and the customizable Tickets table (4):

You can read on, or watch this short video to learn more:

Click on a View in the Ticket Views panel (1) to change both the Ticket View Metrics panel (3) and the tickets that Syncro displays in the Tickets table (4).

Unless you change this, Syncro displays the “All Unresolved” Ticket View (the first in the Pinned Views list) by default:

From the Ticket Views panel header you can click the:

Plus ( + ) icon to create a new Ticket View.
Gear () icon to navigate to the Ticket Views Settings page. This is where you can edit and otherwise manage all of your Ticket Views in one place. You can also set the default view there.
Caret ( < ) to collapse the Ticket Views panel and see more of the Tickets table.

Pinned Views show first, followed by any unpinned but available Ticket Views (Other Views). Both the Pinned and Other Views sections are collapsible. The number of tickets currently meeting the criteria for each Ticket View also displays, so you can see exactly what you want with a single click.

Tips:

If you're on Syncro's Team Plan, you can set different default Ticket Views per technician.
Syncro recommends expanding Pinned Views and collapsing the Other Views so you can focus on what's most important. (You'll still always have easy access to Views you don't use often.)
The number of filters comprising the current Ticket View displays next to the Filters button menu in the action bar. See also Filter Tickets.
Click "Compare Views" to navigate to the Ticket Views Metrics report.

Locate & Act on Tickets

In addition to using Ticket Views, you can search, filter, and group tickets using the action bar. Once you've selected one or more tickets, you can also modify them in bulk.

Search for a Ticket

There are currently three places you can search for a ticket.

The Search (all the things) box, which is always available in the Syncro header.
If you want to use AI to search tickets (and ticket communications/comments) using natural language, click the Smart Ticket Search button in the Syncro header.
The Ticket page-specific search, available in the action bar as a magnifying glass icon:

Hover over it to display the search field:
Type a few characters (max 50) of the Customer or Subject. Then press Enter. Only matching tickets now display in the table. To redisplay the full list of tickets, select the characters in the search box, delete them, then press Enter.
The Ticket page-specific search box remembers your previous entries the next time you search. Hover the mouse on a specific entry and click the x that appears to clear it from the list.

In addition to the Ticket page-specific search, the action bar gives you the ability to filter (and group) tickets.

The number of filters comprising the current Ticket View displays next to the Filters button menu. Click it and expand each relevant section inside to view and/or modify the selected filters:

Click Apply to save your changes. Syncro updates the Tickets table to match your selected filters.

Note: If your Tickets table display was originally based on a view selected in the Ticket Views panel (1), changing the filters only updates the display; it will NOT update the Ticket View unless you edit it by clicking the gear () icon in the Ticket Views panel or by selecting Edit View from the gear displayed to the right of the Tickets table title. You must be a Global Administrator to customize tables.

In the Filters menu's header, click the “Clear Filters” link to remove all filters (including groups) from your Tickets table.

Group Tickets

“Group By” is a special filter that helps you visually distinguish tickets in the Tickets table by placing them into organized groups:

When you select a Primary group, Syncro displays a header row based on your selection. The number of tickets in that group display in the parentheses. Here's a Tickets table where tickets are grouped by Status:

Note: All groups start out collapsed by default. Click the caret on the header row to expand them.

If desired, you can select a Secondary group too. This is the same Tickets table with a secondary group of Tech, and only the New group expanded:

Tips:

With inline editing you can easily assign new Tickets to Techs right here!
In combination with the Ticket Views panel (1), groups give you the power to segment tickets for your typical use cases. You can then use the Ticket View Metrics panel (3) to see how different types of tickets are being processed by your technicians.
In the Filters menu's Group By section, click the “Clear Groupings” link to remove groupings from your Tickets table while preserving other filters.

Select & Modify Multiple Tickets

Click the checkbox to the left of one or more tickets to activate the Actions button menu in the action bar.

Tip: Click the header row's checkbox to select/deselect all tickets.

Then select one of the following actions to take:

Edit: edit the Status, Tech, and/or Tags for the selected tickets. You can also add Public (emailed) Comments and Private Comments to the tickets. See About the Ticket Communications Section for more information.
Delete: permanently remove the selected tickets from Syncro (so be sure)!

Tips: The action bar provides two additional functions:

Click +New Ticket to manually create a new ticket.
Use the View button menu to quickly navigate to other Ticket-related pages.

Customize & Use the Tickets Table

You can set up the Tickets table to show you exactly the information you want to see. Specify and order table columns, sort and preview ticket information, and even edit information inline.

Click a hyperlinked Ticket number in the # column to view that ticket's Details page. Clicking the hyperlinked Ticket Subject will have the same result.

Click the hyperlinked Customer Name to view that customer's Details page.

The title of the Tickets table changes to match the Ticket View currently selected in the Ticket Views panel (1). When no Tickets Views are selected, the Tickets table shows “Tickets.” That means even if the Ticket Views panel is collapsed, you know what view you're looking at:

Tip: Click the gear to the right of the Ticket table title to set metric thresholds or edit Ticket Views.

Color Coded Table Indicators

Many cells in the Tickets table are color-coded. Unless otherwise noted, you cannot change these colors.

Ticket Statuses are color-coded based on your Ticket Settings.
Due Dates may be color-coded as follows:
- Red: Due date is today or past (< 12 hours).
- Yellow: Due date is tomorrow (between 12-36 hours) .
Values in the Last Updated column may be color-coded based on the ticket and Status as follows:
- Green: Status includes the word “resolve."
- Red: Status does NOT include the word “resolve” and hasn't been updated in 3+ days.
- Yellow: Status does NOT include the word “resolve” and has not been updated in exactly 3 days.
A ticket's tag icon may be color-coded for SLAs as follows:
- Yellow: SLA Soon (if configured)
- Red: SLA Breached
Values in the Priority column may be color-coded as follows:
- Red: Urgent
- Yellow: High
- Blue: Normal
- Gray: Low

Specify & Order Table Columns

By default, the Tickets table displays one row for each ticket's number, the Customer the ticket is for, the ticket's Subject, and Status. It also lists the assigned Tech, the Priority, Due Date information.

Click the gear icon ( ) in the upper right of the Ticket table's header row to select which columns appear in the Tickets table. Use the triple line icon on the right to drag and drop them into your desired order:

Note: If you select more columns than what fits on your screen, you'll need to scroll to the far right to see the gear icon to re-adjust the table columns.

Click Save when finished. Syncro updates the Tickets table accordingly.

Sort and Preview Information

You can sort on any of the columns in the Tickets table. A triangle icon indicates which column you’re currently sorting by, and whether the sort is ascending or descending. Click again to toggle between ascending and descending order.

Note: When Groups are also in use, clicking a column header sorts tickets by the column within each group.

Click a hyperlinked Ticket number to view that ticket's Details page. Clicking the hyperlinked Ticket subject will have the same result.

Icon Meanings & Possible Actions

In each row of the Tickets table, you may see the following information/icons:

If this is a recurring ticket, the refresh icon () displays in the # column.
If the ticket has a parent/child relationship, the hierarchy icon () displays in the # column.
If the ticket has a Customer Response, the chat bubble icon () displays in the Last Updated column.
Hover your mouse to the left of the Ticket number to display the magnifying icon (). Click it to see a preview of the ticket, e.g.:

Edit Ticket Information Inline

Assuming you have permissions to edit tickets, you can update most ticket information inline. For example, you could click and edit:

Subject
Status
Tech
Priority
Type
and so on.

Note: Billing Status, Customer, and Last Updated are NOT inline editable.

Simply click into a Ticket table cell. Most often, the cell displays a dropdown menu that allows you select from a list of options.

When an editable cell contains a hyperlink, the Edit () icon appears on hover. Click the hyperlink or the icon to edit the text. In edit mode, a green checkmark appears for saving changes. You can also press Enter or click outside the cell to save.

Legacy Version

The Tickets page contains a search feature (1), an action button bar (2), and the Tickets table (3):

The upper right corner of the table may display the total number of unresolved tickets (in this example, “2”). As tickets are resolved, this changes to N of T tickets (where T is the total number of tickets and N is the total number of tickets displayed in the table).

There are several ways you can sort and filter the tickets in the table. The filter options display under the action button bar (2). You can create Ticket Views using the button below search bar (1).

Search for a Ticket

If you have a long list of tickets, type a few characters (max 50) of the Customer or Subject into the search bar (1). Then click Search. Only matching tickets now display in the table.

Click any hyperlinked ticket number to view that ticket's Details Page.

To redisplay the full list of tickets, select the characters in the search box, delete them, then click Search.

The search box remembers your previous entries the next time you search. Hover the mouse on a specific entry and click the x that appears to clear it from the list.

Note: If you have Syncro's AI-features enabled, you may want to Search for Tickets Using Smart Search instead.

Customize the Tickets Table

By default, the table displays one row for each ticket's number, the Customer the ticket is for, and the ticket's Subject. It also lists the assigned Tech and Last Updated/Due Date information. The Issue column shows the ticket's category.

Tip: Click the gear icon ( ) next to the total number of tickets to customize which columns appear in the Tickets table and use the triple line icon to drag them into your desired order:

Click Save for your changes to take effect.

Sort and Preview Ticket Information

Click any hyperlinked Ticket number to view that ticket's Details Page.

To preview ticket information, hover over the Ticket icon until it changes into a magnifier. Click More Info to preview some information about the ticket. A preview window displays:

Open this ticket's Details Page using the arrow in the upper right, or click the x to close the preview.

Tip: You can also preview information about the Customer from the Tickets table.

The action button bar (2) includes a filter row in the upper right corner:

By default, tickets displayed in the table are filtered on “Status is not Resolved”:

Check any of the boxes in this filter (or the next “Status is” filter) to display tickets based on their Status.

“Issue is” filters on one or more issues that you define in the Ticket Issue Types section under Admin > Tickets - Preferences.

“Type” relates to any custom types/fields you previously defined for Tickets. See Create Custom Fields for more information.

“Tech” and “Tag” filters display your user list and any tags you previously defined for Tickets.

Group Tickets

You can also use the “Group By” filter to display tickets in groups based on primary and secondary information, such as Ticket Status and Ticket Issue:

Note: At the moment, Syncro does not support grouping tickets where the selection has more than 100 (i.e., more than one page). We expect this to change but in the meantime, please limit the scope of your grouping to fewer tickets using additional filters:

After you've selected all your filters, click Apply Filters. The Tickets table reflects only the tickets that match your filter selections.

Modify a Ticket Inline

You can change any ticket information that appears as a button in the Tickets table directly.

Often, clicking the button displays a dropdown menu that allows you to change the information. For example, for any ticket with a Status of “New,” click to display a dropdown to change the ticket to “In Progress.”

In the default arrangement of the Tickets table, you can also inline modify Tech and Issue information.

The most helpful inline button might be the one in the last column; you can quickly mark a Ticket as Resolved:

Select and Modify Multiple Tickets

Click the checkbox to the left of one or more tickets to activate the “Bulk Actions” button menu. Click the header row's checkbox to select/deselect all tickets.

Use the Bulk Actions button menu to take any of the following actions on all selected tickets:

Edit: edit the Status, Tech, Tags for the selected tickets. You can also add Public (emailed) Comments and Private Comments to the tickets.
Delete: permanently remove the selected tickets from Syncro (so be sure)!

Tips:

Click +New Ticket to create a new ticket.
Use the View button menu to quickly navigate to other Ticket-related pages.

Integrating Xero

2026-02-20T18:01:22Z

Integrating Xero with Syncro streamlines your financial processes by automatically syncing invoices, expenses, and payments. This saves time, reduces errors, and provides real-time financial visibility. These in turn simplify bookkeeping, enhance financial reporting, and ease tax preparation.

The table below shows the functionalities of Xero synced with Syncro.

Syncro Functionality	Xero
Live Updates - updates sent immediately	√
One-time export of all Organizations to Xero
Import Contacts from Xero at initial setup	√
Sync Organization records when an Organization is created	√
Sync Organization records when an Organization is updated	√
Sync End Users	+
Automatically sync customer databases both ways (Xero ←→ Syncro)	++
Sync Invoices when updated	√
Sync Invoices to Syncro when updated in Xero
Sync Invoices with $0 totals	√ +++
Void/delete Invoices in Xero when deleted in Syncro
Sync Refund Invoices	√ *
Sync Payments	√
Sync Payments from Xero to Syncro	√
Sync Overpayments (a Payment greater than the Invoice amount)	√ **
Sync Partial Payments (multiple Payments to complete an Invoice)	√
Sync Split Payments (one Payment applied to multiple Invoices) from Syncro to Xero	√
Sync Split Payments (one Payment applied to multiple Invoices) from Xero to Syncro
After moving a Payment in Xero from one Invoice to another, sync the change to Syncro
Sync Store Credit as Credit Memo	√ ***
Sync Credit Memos in Xero back to Syncro
Sync Purchase Orders (POs) and Bills	√
Sync Purchase Order Shipping Cost
Sync Purchase Order shipping notes (syncs to delivery instructions field in Xero) and tax	√
Create Purchase Order Bills when PO is marked finished in Syncro	√
One-time export of all Products to Xero
Sync Products (as items) when a Product is created and added to an Invoice	√
Sync Products (as items) when a Product is updated	√
Sync inventory quantity on Stock Takes
Sync Categories
Sync Customer Purchases
Tax Groups support for complex tax configurations

Notes

All Sync features refer to syncing from Syncro to Xero unless otherwise noted.
This is not a two-way sync. The only exception is payments with the setting “Sync Payments from Xero'' enabled in your Xero Settings in Syncro.

Annotations Reference

* Refund invoices will only sync when the payment method being refunded is mapped to a liability account. When the refund invoice syncs, it will appear as a Credit Note in Xero.
** When an overpayment is taken, the applied amount will sync as a payment. The rest will be added as a store credit in Syncro. That store credit will not sync to Xero. When that store credit that came from the overpayment is applied to an invoice, it will sync as a payment on that invoice.
*** Only manually added store credit will sync as a credit note to Xero. See annotation on overpayments for details on how store credits from overpayments are dealt with.
+ Due to limitations with Syncro End Users, we only support Organizations syncing to Xero.
++ Customers sync to Xero when they are created as Organizations in Syncro. Customers added in Xero will not sync to Syncro. If a customer is manually added in Xero, an Organization will then need to be added in Syncro and mapped to the existing Xero customer.
+++ $0 Invoices will sync only when the invoice is paid. Negative invoices and invoices with $0 line items will not sync.

Leads Settings

2024-11-22T14:59:00Z

Note: This document has been imported from the former KB and has not yet been verified.

Access the Leads settings via Admin > Leads - Preferences.

Enable Lead Autoresponse Email: When a Lead is generated, an automatic response will be sent back to the person who emailed you. Edit the template Syncro uses in Admin > PDF/Email Templates > Lead Auto Response.
Leads converting to Ticket should trigger Print Jobs: When enabled, will send a print job when a Lead is converted to a ticket.
Parse SUBJECT of inbound leads emails for phone numbers (can cause imperfect matching): This will force the Leads module to try and match a phone number from the inbound email subject.
Parse BODY of inbound leads emails for phone numbers (can cause imperfect matching): This will force the Leads module to try and match a phone number from the inbound email body.
Lead Notification Email Address: This email will be alerted when a new lead is generated.

Simplesat Integration

2024-11-20T13:40:16Z

Note: This document has been imported from the former KB and has not yet been verified.

What it Does

This integration works by embedding an HTML Simplesat survey into Syncro email notification templates.
After your client clicks a rating icon in their email, the response is instantly saved in Simplesat with ticket details.

Getting Started

The Simplesat team wrote a great walkthrough for configuring the app: Add a Simplesat survey to Syncro .

What you'll need

This integration makes use of the Template Editor system. Specifically with pasting HTML code.

Work with Appointment Types

2024-07-26T16:12:54Z

Appointment Types are essentially templates you can define and use whenever you schedule an appointment from within Syncro. For example, you could have different appointment types for on-site appointments vs. phone calls, and video-based meetings.

Appointment Types automatically select the appropriate address/notes for the Location field in your calendar, and they can also send custom instructions the customer you're meeting. Syncro provides a few Appointment Types for all accounts by default. You can edit them to completely change how they work, or create entirely new Appointment Types.

Your Appointment Types will be available to select from the Appointment Type dropdown menu, wherever you create a new appointment:

Create a New Appointment Type

To create a new Appointment Type, follow these steps:

Navigate to Admin > Syncro Administration - Appointment Types:

Syncro displays a list of existing Appointment Types:

Note: Syncro provides the "Onsite," “Our Office,” “Phone Call,” and “Remote Support” appointment types by default.
Click +New Appointment Type. Syncro displays the New Appointment Type page:

Tip: You can use the Available Template Tags sidebar to customize the fields in your new Appointment Type. For example, you could display information from the ticket that required an appointment to be scheduled.
Enter a Name for the Appointment Type. (Remember you will be selecting it later from a dropdown menu!)
The Location is where the appointment will be held. Use the Location Type to select from the following options:

Customer's Address: Prepopulates the customer's address, if you also attach a pre-existing ticket.
Our Physical Address: Prepopulates your address, as set in your Account Profile.
Pre-Defined (hard coded here): Whatever you type in the “Location Hard Code" field fills the Location field for the appointment.
Manual Entry (no location pre-populated): Leaves the Location field blank for the appointment.

Optionally complete these fields:
- Appointment Reminders Schedule: If you select one here, Syncro will pre-select that value in the same dropdown on a new appointment.
  Tip: Click Appointment Reminder Schedules in the upper-right corner to toggle between Appointment Types and Appointment Reminder Schedules.
- Appointment Buffer: This is the default time in minutes you'd like between scheduled appointments of this type. If you'll be at a customer's site, for example, you may want to account for travel time.
- Automatically Add Ticket Charge: Search your inventory and select an item to add whenever this type of appointment is created. For example, if you create a “Trip Charge” product or service as a Labor item, you could select it here to automatically add trip charges to a ticket for on-site appointments. This field requires that you create the appointment from a Ticket. As soon as you save the appointment, Syncro will show the charge in the Add/View Charges button on the Ticket's Details page. If you don't create the appointment from a ticket, Syncro displays the message: “Any appointment charges configured will not be added without a ticket.” The appointment will be created, but the customer will not be charged (since there is no ticket to add the charge to).
- Appointment Instructions: For example, you could describe how and where your customer can park, or send meeting information for Zoom, Google Meet, etc. This text will be incorporated into the "Ticket Appointment Email" or "Non-Ticket Appointments Email" templates wherever you insert the {{appointment_instructions}} Template Tag.

Click Save. The new Appointment Type displays on the page and is now available to select wherever you create a new appointment.

Edit or Delete an Existing Appointment Type

To edit an existing Appointment Type, follow these steps:

Navigate to Admin > Syncro Administration - Appointment Types:

Syncro displays a list of existing Appointment Types:
Click the hyperlinked NAME (or Edit) for an existing appointment type. Syncro displays the Edit Appointment Type page.
Make any changes to the fields, then click Save. The Appointment Type page displays your changes.

To delete an Appointment Type, click the red X for an existing schedule, then OK to confirm. Appointments associated with a deleted Appointment Type are unaffected. However, any data associated with the deleted Appointment Type is removed.

Create an Invoice

2024-04-08T20:36:49Z

Note: This document assumes you'll be creating a new invoice from scratch. If you've been working from a ticket, see Add Billable Time to a Ticket.

You can read on, or watch this short video to learn more:

Create the Invoice

To manually create a new Invoice, follow these steps:

Select the Invoices tab from the tab bar. If available, a list of existing invoices appears in the Invoices table:

Tip: There are several other ways you can start creating a new invoice: from the global New menu, from the New menu on an Organization's Details Page, or via the Make Invoice button on a Ticket or Estimate.

Click +New Invoice. The New Invoice page displays:

Start typing an Organization name and select the Organization to invoice.
Tip: You can also type a new Organization name and press enter. This takes you to the New Organization page described in Work with Organizations.
Click Create Invoice. Syncro creates and displays an Invoice based on the default/selected invoice template. Unpaid invoices have a Take Payment button in the actions toolbar:

Tip: Navigate to Admin > Invoices - Templates to view, modify, and create Invoice Templates. See Customize PDF Templates for more information.

Verify the information in the Bill To Organization section:

If there's an Email associated with the Organization, it will appear in the Email field. If an Invoice Email does not exist, optionally click Click to Add to enter one. These are the email addresses that will receive a copy of the invoice.
If you want to charge a different customer, click Change Customer. See Third-Party Billing for more information.

Verify and/or add information in the Invoice Details section.

Tally Line Items

Note: The Line Items section of the Invoice draws heavily from your Products and Services list, which you can find in Products & Services. Anything in the Products and Services table that appears with a non-zero Cost is searchable here.

In the Line Items section, search for items from your Products and Services list. Syncro displays choices based on what you type:

Select an item from the search results, verify or change the Quantity, then click Create Line Item. An summary of the line item appears:

Tips:

See also Add All Line Items from Pending Ticket Charges.
If you have a barcode reader, you can scan a Syncro product label to enter its code in the "Scan or Search to Add An Item" field and auto-populate the line item in your invoice.
Click Add Manual Item to list something that is not currently in your Products & Services:

(This does not add the item to your inventory.)

Click Create Ad-Hoc Bundle to track multiple items (including labor) as a single line item on the invoice or estimate. See Ad-hoc Bundles for more information.
Click a hyperlinked product or service in the Item column to jump to that product or service's details. You can click the Description, Qty, Rate, or Tax fields to make direct edits, which will only affect these invoice items (not your inventory).
Use the triple-line icon () to reorder items on your invoice.
Click the expand icon to to add Discounts, or clarify/change other pieces of information.
Click the X to remove a line item.

Repeat the previous two steps to continue adding all the line items to your invoice.

Optionally, click in the Invoice Message field to enter one. You can then add the {{invoice_message}} tag to your Invoice Template to display the name on your future invoices.

Add All Line Items from Pending Ticket Charges

If Syncro detects pending ticket charges related to the Organization, related to tickets, you'll see a Pending Ticket Charges notice at the top of the Line Items section of the Organization's invoice:

Click +Add to Invoice to add an individual ticket item to this invoice.

Alternatively, use the +Add All button menu to add all pending ticket charges, listed in the order you specify:

About Applied Payments, Terms & Conditions, and Emails

The Applied Payments section shows all payments that have been applied to the invoice. Clicking a hyperlinked Date opens the corresponding payment page. The PDF icon displays a PDF of the payment receipt, allowing you to print the receipt or download it to your local computer:

The Emails section shows all emails sent to the Organization from this Invoice.

The Terms & Conditions section allows you to display your terms and conditions for the Organization to accept and acknowledge by signing. Modify your invoice terms and conditions under Admin > Invoices - Templates. Select the Invoice Disclaimer tab.

Add Attachments

To add an attachment, first click Click to activate Copy/Paste Attachments to enable the drag-and-drop area and Upload button:

Accepted formats include: doc, docx, jpg, jpeg, m4a, mp3, pdf, png, ppt, pptx, txt, wav, xls, and xlsx.

Accept a Signature

If you have the invoice pulled up (e.g., in a brick and mortar) and select this field, Syncro activates a Topaz signature pad (if configured) for someone to sign. "Print Your Name" auto-populates with their full name if it's on file, or they can manually enter it:

Tip: They can also sign directly from the End User Portal when paying an invoice.

If necessary, click “Clear” to clear the signature area.

View History (Admin Only)

Note: This section is only visible for Global Administrators.

Click View History (Admin only) to list modifications made to the invoice since its creation. When applicable, the email address of the Syncro User who made the modification is displayed:

Sign the Invoice

In the Signature section, you may choose to have someone verify or type their name, then draw their signature in the box.
Click I Accept The Terms.

Work with Ticket Worksheets

2024-06-11T19:49:37Z

Snippet: Ticket Worksheets

Ticket Worksheets are checklists you define and then use to track a set of tasks.

[insert-question 3571027]

See also: Examples of Ticket Worksheets.

Prerequisites

To be able to create, manage, and use the Ticket Worksheets section on Tickets, ensure you review and have the appropriate Security Settings configured.

Create a Reusable Ticket Worksheet (Template)

To create a Ticket Worksheet you can use as a template for Tickets, follow these steps:

Navigate to Admin > Tickets - Ticket Worksheets. The Ticket Worksheets page displays:

Tip: You can also select "Ticket Worksheets" from the View menu on the Tickets page to get here.
In the New Worksheet section on the left:
1. Enter a Title (Name) for your worksheet, then click Create Worksheet Template.
  
  The Ticket Worksheet editor displays:
2. Leave the Public box checked if you want the Worksheet to be publicly visible in the End User Portal and on Ticket PDFs.
  Tip: To make the Ticket Worksheet show up on your Ticket PDF template, add the Template Tag {{ticket_worksheet_tables}}.
3. Check the Required box to require Technicians to complete the Worksheet before being able to resolve any Tickets that use it.
4. If desired, choose a Ticket Custom Field Type. When assigned to specific Ticket Types, any Tickets of that type are automatically created with the worksheet attached. (See also: Create Custom Fields for Assets & Tickets.)
  Tip: You can use Ticket Worksheets with Custom Ticket Types/Fields in useful ways, such as for onboarding a new Customer.
5. Optionally, enter additional names to create copies of this Ticket Worksheet. Type a name and then a comma for more than one copy. Click the x next to any copy to delete it if you change your mind.
  Tip: The names of these Copies are a great opportunity to help someone understand when to use a Worksheet that contains many of the same fields as another one; e.g., Pre-Diagnostic, Post-Diagnostic.
6. Click Update Worksheet Options.
In the main area on the right hand side, use the button bar at the bottom to add fields your Ticket Worksheet. You can add Text, Checkboxes, Dropdown menus, and Sections:
1. On the left side, give each of your fields a descriptive, meaningful label.
2. For dropdown fields, also specify the list of options.
3. If necessary, use the triple line icon to re-order your fields.
4. Optionally, use Sections to break longer Worksheets into smaller parts.

Tips:

Whenever you click in a text field, Syncro displays "[Enter] or click for new field." Do so to add another field of the same type below the one you're on.
Use the x to remove dropdown field options, and/or the Delete (red trash) icon to remove fields.

Click Save Worksheet. Your new Tickets Worksheet will appear in the list of Existing Worksheets and will be available for use in Tickets.

Attach Worksheets to a Ticket

To use a Ticket Worksheet from a template you created, you attach it to a Ticket. Follow these steps:

Create a Ticket (or open an existing Ticket ).
If Ticket Worksheets are available to you, you'll see an empty Worksheets section at the top of that Ticket's Details page:

Click +New in the upper right to display available Ticket Worksheets.
From the Templates dropdown menu, select the Worksheet template you want.
Optionally enter a new name in the Title field.
Click the Save checkmark to create the worksheet (or cancel). A Worksheet based on the template appears and can be completed as part of working the ticket.

Use a Worksheet Inside a Ticket

When a Ticket has a Worksheet attached, the name of the Worksheet displays in the upper left corner.

If the Worksheet is Private, you'll also see a lock icon near the name. If it's Public, you'll see the world icon.
If it's Required to complete Worksheet to resolve the Ticket, an asterisk (*) appears to the left of the name.

You can collapse the entire Worksheets section on the Ticket Details Page using the caret button in the section header. Or, collapse/expand each individual Worksheet using their respective caret buttons:

Completed fields display the name of the Syncro User who completed them. Additionally, you can click the change log icon to get more history information:

The percent complete for the Worksheet appears to the right of the Worksheet name in a colored bubble. While it's in progress, the bubble is blue. When the Worksheet is 100% complete and the percent bubble is green, click Finalize. This puts the Worksheet into read-only mode, but you can always click Reopen to access it again.

IMPORTANT: If the Worksheet was set up as Required, you'll need to complete all the fields before you can mark the Ticket as Resolved.

Edit a Worksheet Inside a Ticket

With appropriate Security Settings, you can edit Worksheets using the options under the ellipsis (…) icon:

Note: These actions only apply to the Worksheet attached to the Ticket; they do not affect any Worksheet Templates. Any changes you make here won't show up when you attach the Worksheet to future Tickets.

The options may include:

Rename: Allows you to retitle the Worksheet for this Ticket.
Make Private/Public: Toggle for whether this Worksheet should be visible to users of the End User Portal.
Make Not-Required/Required: Toggle for whether all fields in this Worksheet need to be completed and the Worksheet finalized before the Ticket can be Resolved.
Full Edit: Allows you to fully edit all the individual fields in this Worksheet.
Delete: After a confirmation, detaches the Worksheet from this Ticket. If the Worksheet is required for Ticket resolution, it may need to be re-attached before you can continue.
Print: Opens a window so you can print the Worksheet on formatted 80mm receipt paper:

Create Ad-Hoc Ticket Worksheets

In addition to being able to create and select from Ticket Worksheet templates, Syncro allows you to create Worksheets on the fly. To create an ad-hoc Worksheet, follow these steps:

Create a Ticket (or open an existing Ticket ).
If Ticket Worksheets are available to you, you'll see an empty Worksheets section at the top of that Ticket's Details page:

Click +New in the upper right.
If it's not already selected, select “Adhoc Worksheet."
Use the Title field to enter a more meaningful name:
Click the Save checkmark to create the worksheet (or cancel).
Add fields to your Ticket Worksheet as described in Create a Reusable Ticket Worksheet.
Click Save Worksheet.

Edit, Clone, or Delete a Ticket Worksheet (Template)

You can edit, clone, or delete Ticket Worksheet templates.

Navigate to Admin > Tickets - Ticket Worksheets. The Ticket Worksheets page displays:

Tip: You can also select "Ticket Worksheets" from the View menu on the Tickets page to get here.

In the Existing Worksheets section:

Click any hyperlinked name to edit the Worksheet. When finished, be sure to click Save Worksheet.
Click Clone to make a copy of a Worksheet. By default the Title/Name will have “(Duplicate N)” appended to it.
Click the Delete (red x) icon to delete a Worksheet. Click OK to confirm your choice.

Use Worksheets in Ticket Automations

To attach a Ticket Worksheet via a Ticket Automation, follow these steps:

Create the Ticket Automation.
In the Actions section, choose “Attach Ticket Worksheet" and then select the name of the desired Worksheet in the Value field:

Security Settings

Admins can change security settings that affect what Syncro Users can and cannot do with Ticket Worksheets.

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
Scroll to the Ticket Worksheets section, then check either the header box to allow all actions, or individual boxes as desired. (These are described in Security Permissions Reference.)
Click Update Group to save your changes.
Then, make sure any desired Syncro Users are in that security group!

About the Invoices Tab/Page

2024-04-12T12:11:19Z

The Invoices module is the primary place to bill your clients and keep track of your sales in Syncro.

The Invoices module lets you:

Create invoices
Add items from inventory or manually create new items
Calculate invoice totals using the tax rate of your choice
Email your clients an invoice PDF with a custom message
Refund previously paid invoices
Navigate to the related ticket (if the invoice was converted from a ticket)
Sync to your accounting integration (if enabled)

This document provides an overview of the information you’ll find in the Invoices tab and the actions you’ll be able to take for one or more invoices in the table that displays on the page. (This is also known as the Invoices module.)

Overview

Click the Invoices tab in the Syncro header to display the Invoices page and table.

The Invoices page contains a search feature (1), an action bar (2), an Invoice metrics panel (3), and the Invoices table (3):

Locate & Act on Invoices

There are many ways you can locate invoices on the Invoices page; once you have the invoice(s) you want, there are several actions you can take.

Search for an Invoice

At the top of the Invoices page is a search field you can use to locate particular invoices in the table.

Type some information into the search field, then click Search. Some things you can enter include: an invoice number, part of the Organization's Name, an item name, an Invoice Name, etc. The Invoices table updates based on your search. Clear the search field and click Search again to remove your search criteria.

You can also select one or more of the advanced search filters, each of which are Yes/No options:

Emailed: Show invoices that have/have not been emailed to the Organization.
Recurring: Show invoices that were/were not generated using a recurring/scheduled invoice template.
Took Payment: Show invoices that have/have not had a payment applied.
Paid: Show Invoices that have/have not been marked as Paid.
Synced: Show invoices that have/have not synced to your accounting platform. (Requires a pre-configured QuickBooks or Xero integration.)

Click Apply to apply the advanced search filter(s).

To undo the filter(s), click Reset.

Select & Modify One or More Invoices

When you check one or more boxes to the left of Invoices in the table, the Bulk Actions button menu appears. ]

Click Bulk Actions to open the Bulk Action Invoices pop-up window, from which you can mass print, email, or quick pay the selected invoices:

IMPORTANT: You can't edit or delete delete Paid Invoices from Syncro. If you do delete an Invoice, there is no way to recover it. Be certain you want to do this.

Click Send to perform the action(s) and close the pop-up window.

Invoice Modules

Lastly, the Invoice Modules button menu has options to navigate you quickly to Recurring Invoices and the View Payments page:

Use the Invoice Metrics Panel

The Invoice Metrics panel shows you where you stand with your invoicing by tallying and displaying:

The number and dollar value of all open invoices (orange button).
The number and dollar value of all overdue invoices (red button).
The number and dollar value of all invoices paid in the last 30 days (green button).

Click any of the colored buttons to quickly filter the Invoices table by Open, Overdue, or Paid Invoices (last 30 days):

Click the button again to display the full table.

Use the Invoices Table

The upper right corner of the table displays the total number of invoices (in this example, “71”), which may be displayed across multiple pages. (If needed, pagination controls appear at the bottom.)

By default, the Invoices table displays a list of all your Syncro invoices and includes at-a-glance information about:

Invoice Type: A regular, one-time invoice is noted with a shopping cart icon. A recurring (also called scheduled) invoice is noted with a refresh icon (). There's also a Quick Preview available here.
Invoice Number (#): A Syncro-generated invoice number. Click to open the Invoice Details Page.
Customer: The Organization being invoiced. Click the hyperlinked name to open their Details Page. There's also a Quick Preview available here.
Items: The name of items being invoiced in a comma-separated list.
Invoice Name: If available, a descriptive name you've entered for the invoice. You can change this on the Invoice Details Page.
Status: If a Ticket is associated with the invoice, displays an icon based on that ticket's Status. See How Ticket Statuses Change. An open ticket displays as an orange tag icon.
Paid: An unchecked box if the Invoice has not yet been paid. A green-circled checkmark if the Invoice has been paid.
Took Payment: A gray-circled checkmark if a Technician took a payment.
Date: The date the Invoice was generated/created.
Due Date: The date a payment is due for the Invoice.
Ref #: An optional Ref Number/Check Number, which is available on the Edit page of an existing Invoice.
Total: The total amount of the invoice.

Sort & Quick Preview Information

In the Invoices table, you can click any colored column header to sort the invoices by that column. Click again to reverse the sort order.

Quick Preview the Invoice: Hover over the Invoice Type to reveal a magnifying glass icon, then click it to see a Quick Preview of the Invoice. You'll see all the line items as well as the Invoice totals and payments. The status of the Invoice, any sync to QuickBooks or Xero displayed at the top, and a few buttons you can use to perform basic actions on the Invoice.

Quick Preview the Organization: Hover over the Organization to reveal a magnifying glass icon, then click it to see a Quick Preview of the Organization. You'll see that Organization's Balance, Credit, and Total Invoiced, as well as high-level Details, some Recently Created Invoices and Payments, and any Custom Fields.

See also: About Tables in Syncro.

Troubleshooting & Advanced Editing for Templates

2024-06-20T17:58:02Z

Troubleshooting PDF Template Issues

The sections below describes common PDF template issues and errors, and how to correct them.

The template is adding a blank page.

Go into the Source code for that template.

Find and delete the following line:

Images added to Invoice template using the {{ticket_images_rendered}} Template Tag are much bigger than the same images on the Ticket.

The Invoice template needs some extra CSS to regulate the size of the rendered images.

Go into the Source code for that template.

Add this code to the CSS section:

.rendered-image {
max-width: 200px;
max-height: 150px;
padding-right: 10px;
}

Images show in the template editor but not when viewing on the ticket/estimate/invoice screen or on generated PDFs.

If you are storing the images on a free image hosting site, with many of those sites they will not render due to an SSL issue. Host images on your own domain/website if possible.

The "Paid" (and possibly other) images on the Invoice prints black or inversed on Mac computers.

This can happen with transparent PNG images due to a known issue with the PDF rendering engine and some printer drivers. HP printers seem more prone to this and are less likely to have a fix.

We suggest updating the printer drivers. Some have success when they download the PDF, open it in the Preview app, and in Preferences set the Window background to white, and print from there.

Updated logo/company information isn’t showing on PDFs.

Follow these steps to resolve this issue:

Navigate to Admin > PDF/Email Templates.
Click the Template you're having trouble with.
If the Template you're having trouble with is different than the preview one displayed, click the Invoice Templates tab (or Estimate Templates or Ticket Templates, and so on throughout these steps), then click Preview by the desired template.
Click the yellow Edit Invoice Template button.
If your logo is the problem, try this.
1. In the upper right of the content, double click the logo:
2. If the URL field has /__location_logo_url__.png, replace it with {{logo_url}}:
3. Click OK.
4. Click Update Template.
5. Click Preview by the Template you modified.
If that did not update the logo, click the yellow Edit Invoice Template button again and continue with the rest of the steps.
If you have made any customizations, please click Source, copy all the code, and save it externally before reverting the Template, otherwise, your customizations will be lost:
Click the red Reset Invoice Template button, then click OK to confirm.

Your Template has been updated and all changes should now appear on PDFs you generate moving forward. For all previous PDFs, you'll need to edit/reorder a line item in order to refresh that page, which will pull in the new PDF Template. (We employ a version history so if a mistake is made, you can easily revert back.)

Advanced Editing: Remove Invoice Line Item Columns

You can remove columns from the {{invoice_line_items_table}} Template Tag in the Invoice Template. These steps also work for the {{estimate_line_items_table}} Template Tag in the Estimate Template.

For example, suppose you want to remove the "Item" column.

Add this style in the Source editor:

.invbody-items tr td:first-child {
display: none;
}

Then delete this in the Source editor:

Before/After:

To remove a column other than the first one, insert this style into the Source editor instead:

.invbody-items tr td:nth-child(#) {
display: none;
}

IMPORTANT: Replace the # sign with the actual number from the left of where your column is, then delete that column code in the source code. This will tell Syncro to remove that column and you'll be all set.

Add Troubleshooting Documentation to Tickets

2025-05-26T20:21:40Z

This document outlines how to create a Ticket Automation you can use to add troubleshooting documentation or knowledgebase articles to tickets for your Technicians, customized to an Organization.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Step 1: Create a Custom Field for the Organization

Fill out a Text Area with all the troubleshooting information a Technician would need to know, and/or use a Weblink to link a Syncro or Hudu Documentation page, for example. For example:

Step 2: Create a Ticket Automation Using Template Tags

You can use many types of Ticket Automation types for the Ticket Automation.

Here we've selected the Automation Type “Ticket Tag Added,” and created the Condition of “Ticket Tags includes printer.”

When that Condition is met (i.e., there's a ticket with a tag that includes the word “printer”), the Action will be to Add a Private Comment, with the Subject as “Issue”, and the Body referencing the Custom Field you created in Step 1: {{customer_custom_field_printer_troubleshooting_info}}.

Tip: You can even pin the comment for the Technician:

Automate a New Computer Setup

2025-10-19T18:05:15Z

On new computer setups, there's often a long list of settings to apply and apps to be installed. Sometimes this work requires reboots in-between the different steps.

This example shows the most reliable way to do this using Syncro's scripting and automation features. You get complete control over the steps and can easily create variations without needing a ton of policies.

The high level steps are as follows:

Create a script that triggers an RMM Alert. (Ours is called “Imaging.”)
Create a policy that at minimum, uses the script from Step 1 and enables remote access. (Ours is called “Staging Policy.”)
Assign the Policy from Step 2 to a Policy Folder for an Organization. (Ours is called “Staging.”)
Install the Syncro Agent on the new machines using the Policy Folder from Step 3.
Gather a list of scripts that apply settings, install apps, and/or run the jobs you want as part of your imaging process.
Tip: As much as possible, it's best to have individual scripts for each.
Build an Automated Remediation to control the order your scripts from Step 4 will run when the RMM Alert from the script in Step 1 triggers.

Read on, or watch this short video to learn more:

Step 1: Create the Imaging Script

Navigate to the Scripts tab.
Click +New Script.
Name this script “Imaging.”
In the Script body, enter the following two lines:
```
Import-Module $env:SyncroModule
Rmm-Alert -Category ‘Imaging’ -Body ‘Imaging’
```
Note: The values for -Category and -Body you provide for the RMM alert in line 2 can be anything you like. This example uses ‘Imaging’ for both.
Click Create Script.

Step 2: Create the Staging Policy

Navigate to the Policies tab.
Click +New Policy.
Name the policy “Staging Policy.”
Select the Scripting policy category from the left side.
From the “Add a Scripting Option” dropdown menu, select Setup Scripts.
Click +Add Entry.
1. In the first dropdown, select your Imaging Script from Step 1.
2. In the second dropdown, choose “If Never Run:”
Select the Enable Access policy category from the left side, and check the “Enable And Deploy Splashtop For Assets On This Policy” box.
Make any other additions, then click Save Policy.

Step 3: Assign the Policy to an Organization

Navigate to the Organizations tab.
Select an existing Organization (or create a new one) to display its Details Page.
Select the Assets & Policies subtab.
Click the top-level folder (named after the Organization), then click Add Folder.
1. Name the new policy sub-folder “Staging.”
2. Click Add Folder.
Click Assign Policy.
1. Select the Policy you created in Step 2: Create the Staging Policy.
2. Click Assign Policy.
Click Save Changes:

Step 4: Create an RMM Agent Installer

While still on the Organization's Details Page, click +New > RMM Agent Installer.
In the Policy Folder dropdown menu, select the “Staging” sub-folder you created in Step 3: Assign the Policy to an Organization.
Click Copy Link so you can use the installer later:

Step 5: Gather Imaging Scripts

Next, gather a list of scripts you want to run to onboard the new machine. You'll use these in the next step as Actions for the Automated Remediation.

Here are some scripts from the Community Library that might be of Interest:

Step 6: Build & Run an Automated Remediation

Navigate to the Alerts tab.
In the upper right, click Manage Automated Remediation.
Click +New Automated Remediation.
Name the Automated Remediation “Image Machine.”
Optionally, check the Run Once box.
Add a Condition with the following settings:
- Trigger Category
- Is
- “Custom Script: Imaging” (This the value for -Category you specified in your RMM Alert from Step 1: Create the Imaging Script).
For each of the scripts in your list from Step 5: Gather Imaging Scripts, add Actions to “Run Script” and set the Delay as desired:

IMPORTANT: When the RMM Alert fires and this Automated Remediation triggers, all Actions you define here will immediately happen on the Assets for the Organization simultaneously. Therefore, what you specify in the Delay fields for each Action/script is what controls their order. It also allows you to take into account any reboot time. In the screenshot above, the listed delays (60, 65, 70, 75, 80 minutes) are all calculated from the initial trigger time, not sequentially from the completion of the previous step. Each step's delay is an aggregate from the original first step's trigger. For example, if the process starts at 12:00 PM:
- The 60-minute delay script runs at 1:00 PM.
- The 65-minute delay script runs at 1:05 PM.
- The 70-minute delay script runs at 1:10 PM.
Click Save.
Use the link you copied to install the Syncro Agent on the machines.

Now, whenever the RMM Alert is fired via the Imaging script from Step 1: Create the Imaging Script, all the "Run Script" actions will queue up in order on Assets for that Organization:

Advanced Tips & Tricks

Step 3: Assign the Policy to an Organization shows the recommended way to do this. However, you could instead create a new, temporary Organization to keep the machines completely separate. After they've been imaged, you can then multi-select the Assets associated with your temporary, staging Organization from the Assets & RMM tab, and use the “Change Customer” option in the Bulk Actions menu to associate them with the actual Organization(s). You could also add a Condition to your Automated Remediation for “Customer” “Is | ”Is Not" and specify specific Customer Organizations to include or exclude in the process.

As your business and service offerings grow, you could daisy-chain several Automated Remediations together. As shown in Step 1: Create the Imaging Script, you could set it up so that the last thing a script does is fire an RMM Alert to move onto the next Automated Remediation. For example, all Organizations might get Stage 1 imaging, but only those who paid for an upgraded imaging stack also gets Stage 2.

Custom Fields for Organizations & End Users

2025-02-24T15:18:55Z

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. While you can also create Custom Fields for Assets and Tickets, this document focuses specifically on Custom Fields related to Organizations and End Users.

Once created, you can use Custom Customer Fields in Saved Customer Searches to create lists of your customers to use in Reporting, or in the Mailer for targeted marketing.

Read on, or watch this short video to learn more:

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Example Scenarios

One way to use a custom field for an Organization is to be able to quickly view your customer Organizations by a specific segment (e.g., “BreakFix” or “VIP”).

In this scenario, you'd create a custom customer dropdown field called something like “Segment,” which contains the “BreakFix,” “VIP,” and any other values. After each Organization has a value selected for its “Segment” field, you can use it in a Saved Organization Search. Then whenever you click on that saved search, your Organizations table only displays customers in your segment.

Note: You can implement this same scenario using Organization Tags, but the custom field route helps limit and enforce possible values to ensure consistency.

Other common Custom Customer Fields include:

Custom Field Type(s)

Example Use

Drop Down or Checkbox fields

Billing Status: Such as “On Time” or “Behind”
Services Lists: The specific services your customer has with you, like “backup," "antivirus," “email security,” etc.
Payment Methods: Such as “credit card in the End User Portal,” “ACH,” Cash, etc.)

Link Fields

URLs to:

External documentation resources
This customer's page in another system

Create a New Custom Field

To create a new Custom Field for an Organization or an End User, follow these steps:

Navigate to the Admin tab.
Locate the Customers section in the left navigation.
If you want to create a Custom Field for:
1. Organizations, then select “Customer Custom Fields.”
2. End Users, then select “Contact Custom Fields.”

Syncro displays the Customer or Contact Custom Fields table, which may be empty the first time you visit. These tables work exactly the same way.

In the upper right corner, click New Field.

Enter a Name for your Custom Field, and use the Field Type dropdown to select its type.

Naming Custom Fields

As you begin creating Custom Fields, there are a few important things for you to know:

- Special characters (such as “/” and “?”) are not allowed in the names of Custom Fields.

- If you use the same Name for two different fields, your information won’t save properly or may cause errors when you try to save.

- If you rename a Custom Field that's still in use, values entered under the original name will no longer be accessible. However, if you revert back to that Custom Field's original name, Syncro will restore access to those values.

Custom Field Type Options

This table describes the different types of fields you can use as Custom Fields:

Type	Description
Text Field	Creates a single-line text field for free-form information. Use this for short text input.
Check Box	Creates a single checkbox with the Name you specify to its right. For example, you could categorize some Organizations as “VIPs” (or not) using a single checkbox.
Drop Down	Creates a drop-down menu with a list of choices, from which you can select one option. For example, you can create a drop-down menu called “Industry” to track whether your Organizations are in “Medical,” “Hospitality,” “Financial,” etc. industries. Click Add Answer for each choice you’d like to be able to select. You can also click the dropdown arrow in the Dropdown Entry field to select an icon to associate with the choice. Click the “remove” link associated with an answer to delete it.
Web Link	Creates a field that accepts a text, which is converted into a clickable hyperlink. Some common uses include a URL to an external documentation resource, or to the Organization's page in another tool.
Text Area	Creates a multiple-line text area for free-form information. Use this for longer text input.
Date Field	Creates a field that when clicked, pops open a calendar for date selection. Alternatively, you can type a date in the format MM-DD-YYYY.
Popup	Creates a pop-up window that displays the information you enter in the Name field during creation of a new Asset, End User, Organization, or Ticket.
Scribble	Creates a text area that allows you to draw things (e.g. a signature or unlock patterns).

Click Create Field. The table displays your new field, with the Name and Type you specified as the first two columns.
Tip: Use the triple line icon () to reorder your Custom Fields. The order they appear in this table is how they’ll appear in other areas throughout Syncro.

View & Edit Custom Field Values

Tip: Syncro indicates the Type of Custom Field (i.e., checkbox, text field, dropdown menu, etc.) with a small icon to the left of the field label.

For Custom Organization Fields

Any Custom Fields you've created for Organizations appear on the Custom Fields subtab, which is available whenever you create a new Organization or edit an existing one:

This is where you can supply values for each Custom Organization Field.

You can also view Custom Organization Fields in the Custom Fields section at the top of their Details Page, on the Overview subtab:

Click Edit to change the values for the fields.

For Custom End User Fields

You can view Custom End User Fields and supply/edit their values in the Custom Fields section of a End User's Details Page.

Edit or Delete Custom Fields

Once you've created Custom Fields for Organizations and/or End Users, you may want to change or delete them.

To edit or delete your Custom Fields, follow these steps:

Navigate to the Admin tab.
Locate the the Customers section in the left navigation.
If you want to edit or delete a Custom Field for:
1. Organizations, then select “Customer Custom Fields.”
2. End Users, then select “Contact Custom Fields.”

Syncro displays the Customer or Contact Custom Fields table. These tables work exactly the same way.

Click the Edit or Delete link for the relevant Custom Field.
IMPORTANT: Deletions are immediate and irreversible.

Tip: Whenever you create/edit a Organization, you can click the Manage Custom Fields button in the upper right corner to navigate to the Organization Custom Fields page, where you can create, edit, delete, or reorder your Custom Fields. For End Users, use the “Manage Custom Fields” link on the Custom Fields section header on the End User's Details Page.

Get Syncro Account Invoices

2024-12-12T16:24:38Z

Update the Email(s) for your Syncro Invoices

Our billing system sends out multiple billing notifications that include invoices, upcoming charges, and more during your time with Syncro. The main email listed on the Syncro account upon account creation is automatically the email we keep on file and use for these notifications.

If you want to change the email that receives the billing notification emails, please have an active Admin login under Admin > Account Settings, then click View Invoices. In the upper-right corner of the Account Information Syncro page, they can select “Change Email:”

Note: If you wish to add someone as a CC to your billing notifications, please have an active Admin on the account make this request to our billing team at [email protected]">[email protected].

View and Download Past Invoices

To view your previous invoices with Syncro, follow these steps:

Log into Syncro as an active Admin user.
Navigate to Admin > Account Settings.
In the Subscription section, click Manage, then select “View Invoices.”

You can view and download any invoices for your business needs.

Past-due Invoices

When a payment for an invoice fails, the invoice automatically goes into a past-due state. Once a payment fails, our system will flag your account as having a failed payment. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account.

Past-due invoices do not close until they are paid in full and we will attempt to collect payment whenever possible. Any past-due invoices that we have collected payment for are non-refundable.

When a failed payment occurs, we give a 21-day grace period that starts after the first failed payment. You retain access to your account during this time aside from the Admin section. 21 days after your first failed payment your subscription will expire. See Expired Subscriptions for more information on what happens after your subscription has expired due to failure to pay an invoice.

Multiple past-due invoices can happen in the rare instance where past-due invoices are being declined due to insufficient funds, but the new subscription is approved due to its lower cost. When this happens multiple times, you end up with multiple invoices that remain past due.

Sales Tax

We do collect sales tax in certain states. Please see About the Sales Tax Syncro Collects for more information.

If you are exempt from sales tax, you will need to send a copy of your state-issued tax exemption certificate to us at [email protected]">[email protected]. We must receive a copy of your tax-exempt certificate (not your state tax certificate) to set your account as tax- exempt.

There is no way for us to automatically retrieve this information. We rely on you to provide us with your documentation. Please ensure you send this information to us as soon as possible to avoid future sales tax charges.

Cloud Backup Reports

2025-08-15T17:49:49Z

When you have an active Cloud Backup subscription you are charged per user per month, based on the monthly peak number of Microsoft users backed up.

About the Peak Usage Reports

So you can see what that means for you, two reports are available:

Previous Month Peak Usage: This report helps you confirm that any charges you incurred are correct, as well as identify where those charges came from. It contains a row for each User, identified by their Microsoft Tenant and that Tenant's ID. For each user you can see whether and when they were counted in the High Water Mark (HWM). This report should match the charge for the current month. For example:
Current Month Peak Usage to Date: This report helps you predict what the starting user count will be for the next month, which you can use to verify removed integrations. It contains the same rows and columns as the Previous Month Peak Usage report, but supplies an additional column of "Current Status (Enabled). In this report, the HWM is the minimum and best available predictor of what the charge might be for (not in) this month. For example:

Access the Peak Usage Reports

To access these reports, follow these steps:

Navigate to Admin > Integrations - App Center.
Select the Syncro Cloud Backup app card. (You'll find Cloud Backup under the “Backup” category.)
Locate the Pricing section, then click the link for the report you want:
An Excel spreadsheet (.xlsx) containing the data you requested downloads to your workstation.

Switch to Syncro Splashtop When Moving from Another RMM

2024-11-21T13:56:05Z

When you switch to Syncro from another RMM that uses Splashtop, you need to ensure the instances of Splashtop on each platform don't clash.

These are the general steps to take, but you may need to modify them based on which RMM you used:

In your former RMM, update policies to ensure they will not install Splashtop on assets or reinstall Splashtop if removed from assets, then push out those policies to all assets.
If you are unable to do step 1 in your former RMM's policies, you will need to uninstall those policies to ensure they don't reinstall Splashtop.
Create a new Syncro asset policy with the “Allow Technicians Remote Access To Assets On This Policy” box unchecked.
Install the Syncro Agent on remote endpoints with the new asset policy applied.
Go the Community Script library and import the "Uninstall Splashtop" script. (A manual uninstall from the Control Panel works too.)
Go to the Assets & RMM page and run that uninstall script on all assets that have Splashtop installed (or whatever way you want to run it).
Apply a new policy to the Syncro agents which has the “Allow Technicians Remote Access To Assets On This Policy” box checked.
Wait a bit to ensure Syncro completes installing the Splashtop Streamer on your assets.
Instruct your former RMM to uninstall itself, or use Syncro scripts to run the old RMM's uninstall executable.

Notify Organizations about Warranty Creation & Expiration

2025-01-09T14:23:09Z

Note: This document has been imported from the former KB and has not yet been verified.

If you want to do things like:

Automatically email an Organization after you sell something,
Send a special type of email only to Organizations that bought something,
Send an email some time period after an Organization bought something (e.g., a year),
Send a thank you note to someone the day after they purchase an antivirus subscription, or
Send a reminder to an Organization that purchased an item/service that needs annual maintenance to bring their device back to you.

This document describes one way to accomplish this in Syncro.

Add a New Warranty Template

Navigate to Admin > Inventory - Warranty Templates.
In the upper right, click New Warranty Template.
Fill in the details, entering “12” for the Term Months:
Click Create Warranty Template.

Add the Warranty to an Inventory Item

Click the Inventory tab.
In the upper right, click New Item (or edit an existing antivirus product).
Fill in the details, selecting the warranty template you added above from the Warranty Template dropdown menu:
Click Create/Update Product.

Add the Item with the Warranty to an Invoice

Note: We are putting this step here to have something to test. You can do this now or when you actually sell the item.

Click the Invoices tab.
In the upper right, click New Invoice.
Select an Organization and click Create Invoice.
Add the antivirus product you added above:

When you scroll to the very bottom, you'll see the added Warranty Information with the expiration date:
Near the top, click Take Payment.

Create a Saved Organization Search

Note: For detailed instructions on this method, see About the Organizations Tab/Page.

Navigate to the Organizations tab.
On the far left, click the magnifying glass icon.
Click New Search.
Enter a name in the Search Name field, such as “SSL Renews in one week:”
Check the Customer Warranty Expiration box.
Enter the number of Weeks in which it will expire (53 in our case).
Check the Customer Warranty Name box.
Click the “is” radio button, then click the dropdown that appears and select the name of the warranty you added (“One Year SSL Renewals” in our example).
Click Save.
Close the search panel—click the X in the upper right.
Syncro displays a list of all Organizations that match the criteria you selected, which tells you whether your parameters are correct.

Create Mailer Campaign

Navigate to the Mailer tab.
Inside the Custom Campaign box, click Start.
Enter a Mail Campaign Name, such as “SSL Renewal in one week:”
Select the Automatic Triggered Mailing radio button.
In the Trigger Mailing When field, enter 357. This will send out the mailer 357 days (51 weeks) after the invoice is paid.
Click the Saved Customer Search dropdown and check the box of the saved search you created above.
Enter an Email Subject:
Enter your Email Body.
Click Create Mailing.
Syncro will send the campaign once a day to anyone who meets the criteria, and it will only email them once.

Tip: If you want to remind an Organization shortly after the item is purchased to make them aware of the annual renewal, you would create another saved search similar to before, but with the Customer Warranty Expiration set to 53 weeks. Then, create another Custom Campaign where you select that new saved search and set the Trigger Mailing When to 1 day.

GDPR - General Data Protection Regulation

2024-11-22T13:54:14Z

Note: This document has been imported from the former KB and has not yet been verified.

Syncro is committed to being compliant and providing our clients with the tools they need to also be compliant.

GDPR can be broken down into some primary categories that you should address to be compliant:

Specific and Unbundled Consent
Data Portability
Right to Erasure (aka Right to be Forgotten)
Breach Notification Policy
Supporting Documentation

We have created separate documents for GDPR, depending on whether you are trying to understand how Syncro complies and what policies we have in place or if you're looking to find out about the tools we give you to help you become compliant with GDPR:

GDPR - Syncro and Your Business

GDPR - Your Business and Your Customers

Restore Entra ID Groups

2025-08-14T13:42:07Z

To restore one or more groups from an Entra ID backup, follow the steps described in this document.

Tip: Before performing a restore, you may want to view more information about a group (such as their members, memberships and/or role assignments). You may also find it useful to compare object versions among different dates, then select which version to restore. If this is the case, see View Group Attributes & Restore Specific Versions.

Restore All or Specific Groups

To restore one or more groups from the latest Entra ID backup, follow these steps:

Navigate to the Syncro Tenant's Details Page.
In the Cloud Backups section, locate the row for "Entra ID” in the Service column, then click Restore:

The Cloud Backup for Entra ID Dashboard displays.
Select Groups in the top navigation. The Groups page, which contains a list of all groups backed up from the Entra ID Tenant, opens:

Note: The latest version from backup is always displayed in the table by default.
Locate the group(s) you want to restore.
Tip: Type any part of a group's Name or ID into the Search box to narrow the list. You can also sort by clicking any of the column headers.
Select the groups to restore:
- To select all groups: Check the box in the header row of the table to select all groups in the Entra ID Tenant.
- To select specific groups: Check the box next to each group's name.
Click Restore Selected.
In the “Restore Data” pop-up window:
1. Use the calendar picker to select a snapshot date and time.
2. Check the boxes for your desired restore options.
  For example, if you want to recreate the group in Entra ID with the existing group name and object ID, with all its attributes, in the correct group hierarchy, with members and role assignments, check the “With object,” “With members,” '"With memberships," and “With role assignments” boxes. If you want to restore missing group members, group hierarchy and admin role assignments for the already existing group, check the “With members,” '"With memberships," and “With role assignments” boxes.
Once you have selected the options, click Restore.

View Group Attributes & Restore Specific Versions

Before performing a restore, it can be helpful to see more information about a group, such as their members, memberships and/or role assignments. Sometimes it may also be helpful to view and compare the object versions among different dates.

To do this, follow these steps:

Follow steps 1-3 as described in Restore All or Specific Groups.
Click a Group's name. This displays more details about it.
Click the arrows to browse the different time points/version dates for the object. The version at the selected time point is always displayed. Red font indicates a changed value for that attribute:
If you already know which date's version you want to restore, click Restore This Version.
Otherwise, click the “View Members,” “View Memberships,” or “View Role Assignments” links:
- View Members: Displays the members of the group:
- View Memberships: Displays the memberships the group has.
- View Role Assignments: Displays the Admin roles that have been assigned for the group.

Tips:

You can select any day and time from the calendar to view the Members/Memberships/Role Assignments of the selected time point. From there you can detect the timing of the changes, which will help you to choose the correct version date & time from the calendar.
Changes to a List are recorded in the corresponding Log. (For example, changes to the Members List are recorded in the Members Log.)
If a List is empty, there were no Members/Memberships/Role Assignments at the selected time.

Click Restore This Version to start the restoration (or, click outside the window to close it).

PayPal

2024-09-05T13:40:39Z

You can set up a PayPal-Syncro integration so that processing your customers' payments is easy!

Note: If you do not already have a PayPal account, you must sign up directly with PayPal first.

If you would like to integrate PayPal, follow these simple steps:

Navigate to Admin > Integrations - App Center, filter by the Payments subtab, and then click the PayPal tile. Syncro displays the PayPal Payments Integration page:
Enter your PayPal Email Address.
If necessary, select your desired PayPal Currency.
Click Save.

Remote Installation Prerequisites

2025-05-29T16:08:04Z

This document is a comprehensive list of the remote installation prerequisites you'll need for Network Discovery.

Overview

If you have experience and are well-versed in network monitoring and management, here's the overview of what you need to do:

You've entered valid domain admin credentials in the discovery profile with remote access rights,
A domain controller is available on the network you've specified in the profile, and
The target devices are domain-joined and the RPC port 135 is open. One way to accomplish this is by adding WMI to the “Allow apps to communicate through Windows Defender Firewall” list.

Detailed Remote Installation Prerequisites

To be able to install the Syncro agent remotely, you'll need to ensure the following prerequisites.

Remote Machine Requirements

The remote machine is accessible by IP address.
Remote machine admin’s credentials are provided.
The remote machine’s operating is Windows.

Configure User Permissions

User is a member of the Administrator and Distributed COM Users groups.
DCOM (for remote WMI access) is enabled (Run dcomcnfg from the Run dialog. Navigate to Component Services > Computers > My Computer). Right-click My Computer and select Properties. Go to the Default Properties tab).
Enable Distributed COM on the remote computer is checked.
Default Authentication Level is set to Connect.
Default Impersonation Level is set to Identify or higher.

See also: Configure User Permissions.

WMI & RPC Requirements

Verify the WMI service is running.
RPC service is running.
WMI and RPC are allowed in the Firewall rules.

Detailed Instructions

Verify the WMI Service is Running

To verify that the WMI service is running, follow these steps:

Log in to the VM.
Open the Services application (services.msc).
Locate Windows Management Instrumentation.
Ensure the service is running. If not, start it and set its Startup type to Automatic.

Configure the Firewall for WMI

To configure the firewall for WMI, follow these steps:

Navigate to Control Panel > System and Security > Windows Defender Firewall > Advanced Settings to open Windows Defender Firewall.
Add an Inbound Rule:
1. Click Inbound Rules > New Rule.
2. Select Predefined > Windows Management Instrumentation (WMI).
3. Allow the connection and complete the wizard.
Enable DCOM (for remote WMI access):
1. Run dcomcnfg from the Run dialog.
2. Navigate to Component Services > Computers > My Computer.
3. Right-click My Computer and select Properties.
Go to the Default Properties tab:
1. Ensure Enable Distributed COM on this computer is checked.
2. Set Default Authentication Level to Connect.
3. Set Default Impersonation Level to Identify or higher.

Configure User Permissions

To grant DCOM permissions, follow these steps:

Open Component Services (dcomcnfg).
Navigate to Component Services > Computers > My Computer.
Right-click My Computer > Properties > COM Security tab.
In Access Permissions, click Edit Limits:
- Add or modify the user/group and ensure Remote Access is allowed.
In Launch and Activation Permissions, click Edit Limits:
- Add or modify the user/group and ensure all permissions are allowed.

To grant WMI namespace permissions, follow these steps:

Press Win + R, type wmimgmt.msc, and press Enter to open WMI Control.
Right-click WMI Control (Local) > Properties.
Go to the Security tab.
Select the namespace (e.g., Root\CIMv2).
Click Security, add the user, and grant Execute Methods, Enable Account, and Remote Enable permissions.

Vendor Usage Report

2025-04-27T18:33:01Z

Use the Vendor Usage report to learn which SKU and what quantity of each vendors' products your Organizations are using. This report aggregates counts of each vendor and their respective SKUs.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Run the Report

To run a Vendor Usage report for one or more Organizations, follow these steps:

Navigate to Reports.
In the Customers section, click Vender Usage.
In the pop-up window:
1. Select one or more Vendors from the dropdown menu, which lists every vendor your Syncro account currently has integrated that supports Universal Billing. (Defaults to All.)
2. Select a Filter By of All Customers (the default), Customer, or Saved (Customer) Organization Search. For the latter two, select the Customer or Saved Search you want to use.
3. Click Run Report (or Schedule, if you'd like to create a scheduled report).

Syncro loads the Vendor Usage report based on your selections.

Interpret the Report

The Vendor Usage page shows the date/timestamp for when Syncro generated the report, just under the page heading:

The table contains the following columns:

Vendor: The name of the vendor/company providing the product.
Product Name: The specific name of the vendor's product.
Part Number: If applicable, the vendor-provided part number associated with the Product Name.
Last Poll Date: A date/timestamp for when Syncro last looked for updates, which happens once per day at 12 a.m. PST.
Quantity: The number of products being used by the selected Organization (or Organizations that meet your saved search criteria).

Tip: By default, Syncro displays the table grouped by the Organization's Name, in alphabetical order. The Vendor and Product Name files are sorted first by Vendor, followed by Product Name, within each Organization grouping. However, you can sort using any of the columns in the table, and/or group/ungroup, hide/show, and pin/unpin columns as desired. See also About Tables in Syncro.

Note: Vendors and/or products with no usage will not appear in the report.

Manage the Report

In the upper right corner of the Vendor Usage page, Syncro displays the Manage Report dropdown menu, which allows you to take some actions on the report currently being displayed:

Add to Favorites: Opens a pop-up window where you can enter a Custom Report Name before saving this report to your Favorites list. For more information, see Favorite a Report.
Schedule Recurrence: Opens a page where you can create a recurring report schedule. See Schedule the Report for details.
Download CSV: Opens a File Explorer/Finder where you can choose the location for saving a CSV of the report data.

Schedule the Report

There are multiple paths you can take to schedule a Vendor Usage report:

Click “Schedule” from the New Vendor Usage Report pop-up window when you Run the Report.
Select “Schedule Recurrence” from the Manage Report dropdown menu.

From any of these paths, Syncro displays the Create Report Schedule page with appropriate values pre-selected.

Note: Vendor Usage report scheduling works the same as for other Syncro reports. For full instructions on Creating Report Schedules see Schedule a Report.

Third-Party Patch Management

2024-07-18T17:59:40Z

Syncro's third-party application patching system provides a comprehensive, automated solution for Technical Leaders wanting to automate the in-place updating of pre-existing software for default or custom third-party applications.

You can:

Install or update third-party applications on their own, or as a component of the Policy for the installed agent,
Specify that Syncro manages third-party application updates based on a schedule that doesn't interrupt your clients' business,
Automate the in-place updating of pre-existing software for any third-party application, whether default or custom, with minimal manual intervention.

The Third-Party Patch Management policy module in Syncro's Policy Builder specifies how these Third-Party updates are managed and installed.

Create a Third-Party Patch Management Policy

To create a Third-Party Patch Management policy that you can later use in the Third-Party Updates section of Syncro's Policy Builder, follow these steps:

Navigate to the Policies tab. The Policies table displays.
In the upper right, click Policy Modules and select Third-Party Patch Management. Syncro displays the Third-Party Patch Management Policies page.
Click +New Third-Party Patch Management Policy. Syncro displays the Create Third-Party Patch Management Policy page:
Give your Third-Party Patch Management Policy a descriptive Name.
For each of the APPS listed, select:

DO NOT MANAGE: Syncro never attempts to install or update this third-party application.
UPDATE IF PRESENT: if Syncro detects the third-party application on the asset, then it will be updated when a patch is available. Otherwise, nothing happens.
INSTALL AND UPDATE: Syncro always attempts to install and update this third-party application.

If desired, add other third-party applications. Click +Add Application:

Note: The +Add Application button allows you to search for and add a single application quickly. However, you can also click Manage Applications to open the Additional Third-Party applications page:

and then click +New Third-Party App. (The latter choice helps you add and see all of your third-party applications at once.)
1. In the pop-up window, type an app name, then select the correct one from the results:
2. Optionally, change the Name and/or customize the Device Search String as needed to match the app name registered in the Windows device:
  
  Tip: Use partial values to target specific versions.
3. Click +Add Application.
In the SCHEDULE SPECIFICATION section, make appropriate selections. This section is described in detail in Windows Update Management.
Click Save.

You can now use this Third-Party Patch Management Policy in the Third-Party Updates section of Syncro's Policy Builder for assignment to assets. See also Assign a Policy.

Notes:

Chocolatey will not install until a third-party patch management policy is applied to the policy assigned to the asset.
When the Syncro agent is deployed on a device, the programs and updates chosen in the third-party patch management policy will run at the first scheduled update. The software won't be installed or updated immediately after the Syncro agent is installed.

Edit or Remove a Third-Party Patch Management Policy

Navigate to the Policies tab. The Policies table displays.
In the upper right, click Policy Modules and select Third-Party Patch Management:

Syncro displays the Third-Party Patch Management Policies table with your existing Third-Party Patch Management Policies listed:
Click a policy's hyperlinked Name or the edit (pencil) icon to edit it. Alternatively, click the red X to delete it.

Syncro’s Backups & Uptime

2024-11-22T13:58:37Z

Note: This document has been imported from the former KB and has not yet been verified.

We're hosted in live replication server facilities on both the East and West Coast of the United States. Heroku, the server platform we use, backups constantly to Amazon's s3 servers. We also run our own independent, external backups. At any time you can export your customer and invoice lists and you can backup tickets and invoices live to Dropbox or Google Drive for additional backup protection.

Also, when you sign up we state our commitment to open sourcing the software or giving it to the community or an individual to run if we are not able to to ensure that the community can continue using the system in the future.

If you have any further questions, just write us at [email protected]">[email protected]!

May 2025 Release Notes

2025-05-03T01:33:04Z

These improvements cover updates made since the April 9 release.

New Features

Windows Patching Dashboard Beta

The Windows Patching Dashboard Beta is now available in Syncro, providing centralized visibility into patch status across all managed Windows devices. This new feature consolidates patching data into one place and allows users to quickly identify devices missing updates, verify policy application, filter data, and assess overall compliance posture, all within one view.

Read more here: About the Patching Dashboard

End User Management Redesign

This feature replaces the existing Contact tab in the Customer module, introducing a new UX with enhanced search, sort, and filter capabilities, plus the ability to select multiple End Users for deletion. This view will also display any assets associated with the end user so you can quickly discover and click to them.

This update also introduces the following terminology changes:
Customer becomes Customer Organization
Contact becomes End User

Additionally, with this update, the new “Syncro Tenant” entity type is introduced, giving users the ability to organize Customer Organizations and paves the way to map Syncro Tenants to Microsoft Tenants with our upcoming Entra Id Sync V2.

This terminology update will phase in over time across the Syncro platform.

Read more here: Work with End Users

Ticket Metric Standardization

With this update, the ticket metrics of Average First Response Time and Average Resolution Time have been standardized across the Syncro platform. To help with analyzing what tickets have increased or decreased the average, columns for the individual ticket first response time and resolution time have been added to Ticket List Blocks in the Internal Report Builder and the Executive Summary Report Builder as well as to the new Ticket page.

Read more here: How Ticket Metrics Are Calculated

For information about what else is coming, please visit the Syncro Platform Roadmap.

Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some improvements and fixes we've made in this release:

Agents

Improved our agent installer when reinstalling in Windows to automatically remove previous versions of the agent and install the latest version.
Updated the agent download service for script files and branding to improve agent performance.
Fixed an issue with the agent installer and installer scripts where EXEs would not install silently when using the '--console' argument.

Fixed an issue at startup on a subset of agents related to Autofac library errors seen in event logs
Fixed an Agent behavior during script attachment downloads when the file already exists and is in use by another process
Fixed a remote Agent installation issue on Windows 7 x64 machines
Improved error message collection for remote Agent installations

Assets

Fixed a hover-over field that was not correctly displaying the Asset offline timestamp.

Invoices

Updated the 'FROM' address within the Invoice Reminders to correctly reflect the correct outbound mailbox.

Mobile App

Now when you create a Ticket, you will be taken directly to the Detail page of the newly created Ticket rather than the Ticket Index.
Added 'Assigned End User' to the Ticket Detail so you can assign, remove, or re-assign End Users (Contacts).
Added 'Assigned End User' field to Ticket Create page to associate Tickets to a specific End User (Contact).
Addressed a problem where when you tap on an Alert from the phone's Notification Center you would not be taken directly to the corresponding Alert notification.
Fixed an issue that was not forwarding the user to the corresponding alert when tapping on the notification.
Now when you create a Ticket, you will be taken directly to the Detail page of the newly created Ticket rather than the Ticket Index.

Products & Services

Updated "Inventory Settings" header on the Admin page to "Products & Services" so that it's aligned with the tab naming convention.

Reports

Fixed an error that caused the Team Average value in the Tech Utilization Report chart to not display correctly.
Fixed an error causing the Inventory Valuation Report to account for when a Product's Cost is manually overridden in calculations.

Tickets

Added Ticket Tag Field to Recurring Tickets
Added record of merged ticket to final, resulting ticket.
Fixed an issue where several Ticket Info fields would overflow unexpectedly when the customer email was more that 20 characters.
Updated the Ticket Worksheet progress indicator to decrement if step progress were reversed.
Deployed a fix so that time stamps in the Labor Log now display correctly.
Fixed ‘Failed to get ticket data’ error that was occurring on the new Ticket page.
Fixed an issue that prevented SLAs from connecting to Tickets as expected when the Tickets are created from Ticket Workflows.

Other

Added "estimate_name" to Estimate API endpoint
Properly scoped access to RMM Alert Mutes

Reports - Differences in totals

2024-11-17T18:56:49Z

Note: This document has been imported from the former KB and has not yet been verified.

You may notice when you use the different reports like daily sales, tax reports, sales summary, you get different totals. Here is a little background on what makes those reports.

Tax Report

For when it's time to pay your tax agency, we think most people want the "Tax Report"
That report gets all the paid invoices where the money was received in that month.

Formula:
Invoices where Date Paid is inside X month, showing subtotals and tax

This means, if you take partial payments - they won't show in this figure. You can't really pay your tax agency for partial sales tax, because an invoice could be partially taxable, and you lose pennies when you split tax amounts into parts - to pay tax, you probably want "Cash Basis" - "Paid Invoices".

Daily Payments

Maybe you want to know exactly how much money you received for a day, to help you tie to deposits in the bank. This report is great for that - it's driven from the Payment based on the Payment Date. This report doesn't care about the Invoice at all, in fact, you can go to a customer and just start taking payments and they will show here - without ever having a single Invoice created. These figures look like this;

Formula:
Successful Payments grouped by Day, showing payment amount

Printing: The Print All function in the Daily Payments Report is printed as a Receipt. Please make sure Receipt printing is enabled in either Google Cloud Print or Autoprintr.

Daily Invoices

Similar to Daily Payments, but driven from the Invoice date field. This report will show invoiced money, regardless of if it's paid or not.

Formula:
Invoices grouped by Invoice Date

Daily Sales (Old)

This report shows invoices in that date range.

Formula:
Invoices (paid or unpaid) by Invoice Date, in that date range

Product Sales Report

This lets you see the sales of your inventory items. It does not include parts. Invoices can be paid or unpaid.

Formula:
Inventory line items in the date range, with math and grouping on the associated products.

Sales Detail (Line Items)

This is all the line items for the invoices you created in a date range, this lets you see what products and services you are selling in a table format.

Formula:
Line Items for paid invoices using the date the invoice was marked as paid

Sales Summary (Profit and Loss)

Since we aren't an accounting system, we are calling the Profit and Loss "Sales Summary" going forward. It uses a date range and shows paid Invoices again, but gives you the total, cost, tax, and net (subtotal-cost). Since the Tax Report uses subtotal instead of total, so you don't pay tax on the tax, these figures will be off by that much.

Formula:
Invoices where Date Paid is inside X month, showing total, cost, tax, and net (subtotal-cost)

Employee Sales and Commission

This is based on the tech assignment on line items on invoices. It is not based on which tech the associated ticket is assigned to.

Formula:
Line items for invoices in the date range where there is a tech attached. (Ignores line items with no tech assignment)

Advanced

If you want to see how these figures are built, just go to the Reports and get your Invoice Dump to CSV, and sort by Date Received (paid date) - then you can grab a chunk for a date range and do your own sum on the columns as you like.

Asset Approval Process

2024-11-01T15:54:41Z

Syncro's Asset Approval feature puts all newly-created Assets into a pending list, where you can approve or deny them. You can also choose to automatically approve all assets from a WAN IP for any assets that are created from a known location.

Prerequisites

Check the two RMM Settings related to this feature:

Require Asset Approval (Required)
Auto Approve Assets from Known IPs (Optional)

Global Admins can view the Pending Assets page and approve/deny assets by default. However, you must check the “Assets - Assets Pending Approval” box in security permission to provide other Syncro Users with access to the page where they can approve/deny pending assets. (Find this under Admin > Security Groups, Edit.)

If you'd like to be notified about Asset Approvals, you can create notifications related to:

RMM Asset - Pending Approval
RMM Asset - Approved
RMM Asset - Denied

Approve or Deny Assets

When a new asset has been added and is pending approval, follow these steps to approve/deny:

Navigate to the Assets & RMM tab/page.
Click Pending Approval:

Note: This button only displays when pending assets are available.
Syncro displays the Assets Pending Approval page, where you can see some general information about the asset:
Click the green checkmark to approve, or the red X to deny.

Tip: You can search for assets by Name or Customer, as well as use the checkbox in the header row to bulk approve or deny pending assets.

If the asset is approved, Syncro automatically displays it in the Assets table. The next time the asset syncs, Syncro will pull in all of the device's information. This takes approximately 15 minutes after the asset is approved.

If the asset is denied, Syncro will remove the asset from the page and trigger that the agent be removed from the device.

Notes:

Until an asset is approved, the policy settings are empty. Paid add-ons will not be installed nor incur charges until the asset has been approved.
Pending assets will not have all their information until they've been approved. Until then you'll see general information to help you determine whether it is to be approved or denied.
Once the asset has been approved, Syncro will sync all policy information (system tray, antivirus, etc.).
If an asset was deleted in Syncro, it will have to be re-approved when the agent is reinstalled.

Automatically Approve from Known IP

If the "Auto Approve Assets From Known IP' box is checked in your RMM settings, then:

Any newly-installed assets will check their WAN IP address against all known WAN IP addresses. This happens across all assets contained within a specific (Customer) Organization.
If a match is detected, the asset is automatically approved and added to the Assets table:
If no match is detected, an approval is required.

Customize General Preferences

2024-05-13T16:02:44Z

Note: To customize the look and feel of Syncro—e.g., use dark mode or choose which tabs to display—see About the Syncro Header & Primary Navigation Bar.

To customize your general Syncro preferences, follow these steps:

Navigate to Admin > Syncro Administration - General Preferences. The General Settings page displays:
Verify or change the defaults to specify your Country/Locale Region, Time Zone, and Admin Notification Email.

Notes:

The Admin Notification email is used as a fallback destination for emails if there are no recipients from the normal sources (e.g. a customer's invoice receipt emails). This email address also receives notifications when an import has been completed, when tests of Google Cloud Print fails, and when a customer can't be billed.
The drop-downs for Country and Locale Region change Syncro to your currency.
Time Zone changes dates and times shown throughout the Syncro interface.
If you intend to use the Customer Portal, you may want to visit the Syncro Account page to adjust branding settings.

Click Save.

GDPR - Syncro and Your Business

2024-11-22T13:42:52Z

Note: This document has been imported from the former KB and has not yet been verified.

Syncro is committed to compliance with the General Data Protection Regulation (GDPR) and providing our clients with tools to help them comply.

This page is about how Syncro is compliant in our relationship with you (our users). If you are looking for information on how we help you be compliant with respect to your customers, please visit this page: GDPR - Your Business and Your Customers.

If we process the personal data of data subjects located in the European Union (“EU”) in connection with providing our services to you, we process such EU personal data pursuant to our Data Processing Terms.

Please note that certain GDPR features must be enabled in order to be seen and used within Syncro. To enable, please go to Admin > GDPR Center and check-mark the box “Enable GDPR Functionality,” then click Save.

We are careful to respect your desire to be marketed to or not. If you feel you are receiving marketing communication that you did not consent to, please contact us so we can address it immediately by emailing [email protected]">[email protected].

Data Portability

We make it easy to download a portable copy of your data. Just email us at [email protected]">[email protected] and we'll send you a copy electronically.

Right to Erasure

We accommodate your right to erasure via a support ticket. Please contact us at [email protected]">[email protected] to submit a request.

Subprocessors and Subcontractors

What is a Subprocessor? A subprocessor is a third party data processor engaged by Syncro, who has or potentially will have access to or process service data (which may contain personal data). Syncro engages different types of subprocessors to perform various functions as explained below. Syncro refers to third parties that do not have access to or process service data but who are otherwise used to provide the Services as “subcontractors” and not subprocessors.

Subprocessors

Name	Function	More Info
200 OK, LLC	Analytics	Privacy Shield
Amazon Web Services, Inc.	Cloud Service Provider	Privacy Shield
Domo, Inc.	Analytics	Privacy Shield
Drift.com, Inc.	Chat Support	Privacy Shield
Google Cloud Platform	Cloud Service Provider	Privacy Shield
Mixpanel	Analytics	Privacy Shield
Outreach.io	CRM	Privacy Shield
Pendo.io, Inc.	User Engagement	Privacy Shield
Recurly, Inc.	Payment Processing	Privacy Shield
Referral Rock Inc.	Referral Program	Privacy Shield
Salesforce, Inc.	Cloud Service Provider, CRM	Privacy Shield
SendGrid	Email	Privacy Shield
Talkdesk, Inc.	Support	Privacy Shield
Twilio, Inc.	SMS Communication	Privacy Shield
Zapier, Inc	Integrations	GDPR Compliance
Zendesk, Inc	Support	Privacy Shield

Advance Your Financial Operations (Invoicing 103)

2025-10-20T16:04:48Z

This guide covers advanced financial operations including creating estimates, selling and automating prepay block hours, taking ticket deposits and issuing refunds, utilizing store credit, generating purchase orders, and linking estimates, deposits, and POs for equipment replacement workflows.

Note: This guide assumes you've completed the Products & Services Training Guide.

Step 1: Send Estimates That Generate Income

Syncro's Estimates feature allows you to create Estimates, or quotes for potential services. You can also:

Email estimates to your clients for review,
Have your clients approve or decline estimates via the End User Portal,
Create Tickets or Invoices from an Estimate (once your client has approved the work), and
Create a PDF/Email Template for your Estimates.

The metrics panel at the top of the Estimates page shows you where you stand with your estimates by tallying and displaying:

The number of pending estimates,
The dollar value of your estimates, and
The ratio of estimates that were Approved vs. Declined (for the current and prior months).

Review your Estimate Settings, then create a new Estimate for one of your Customer Organizations. (Bonus: Process the Estimate assuming you have the Organization's approval, then convert the Estimate to an Invoice using its Details Page.)

Step 2: Sell & Use Prepay (Block) Hours

Note: An Administrator must configure your Syncro Account to enable the Prepay (Block) Hours feature.

Snippet: Prepay Hours

Prepay Hours, also known as Block Hours, are presold amounts of hours that a Cust

[insert-question 3554032]

Use the Work with Prepay (Block) Hours documentation to sell 20 prepay hours (i.e. create a one-time Invoice) to one of your Customer Organizations.

Step 3: Automate Monthly Prepay (Block) Hours

What's even better about selling Prepay (Block) Hours is that you can automate the entire process to create a “use it or lose it” offering for your clients. Using a Recurring Invoice, your client is charged for the hours whether they use them or not, and any pending ticket charges are automatically deducted.

Watch this short video to see how it works:

If you plan to provide this kind of offering, go ahead and set it up for a Customer Organization now.

Step 4: Take Deposits & Refund Payments

You can set up Syncro to collect deposits for a Ticket. To take deposits, you will need to:

Enable the deposits feature in your Invoice Settings,
Create deposits (e.g., a specific dollar amount and/or percentage) as Products,
Take the deposit for a specific Ticket using the Actions menu on its Details Page.

If needed, you can also process Full or Partial Refunds for Tickets that have been invoiced.

Create a new Ticket for an Organization, then take a Deposit. (Bonus: Completely refund that deposit.)

Step 5: Issue & Use Store Credit as Payment

Store Credit in Syncro is similar to a physical gift card. There are several places in Syncro where you can add and view Store Credit for a Customer Organization. Their Organization Details Page shows total Store Credit in the Overview section in the upper left, and as individual rows in the Payments section:

You can issue Store Credit as a refund for an Invoice, or for reasons entirely unrelated to a transaction. Any overpayments Organizations make on their Invoices also appear as Store Credit. Once an Organization has Store Credit, you can apply that credit to an Invoice as part of taking payment:

Review the Work with Store Credit documentation to learn more about it.

Step 6: Work with Purchase Orders

You can also create Purchase Orders (POs) in Syncro. A PO is a contract from a company that wants to buy products or services that is issued to a company that has/sells the product or service. The latter is also known as a Vendor. You can create and assign Vendors to Products and Services as well as to POs to better track where your parts are coming from. You can also email Vendors and mark items “Received” when they arrive.

Create a new PO associated with Best Buy (as the Vendor). Manually add a piece of hardware you might want from them and send them an email to let them know about your order.

Step 7: Use Estimates with Deposits & POs to Replace Client Equipment

Now let's walk through a scenario where an office wants your help replacing several laptops, which you'll need to procure. You'll want to:

Create an Estimate for the purchase,
Take a Deposit,
Order and receive the equipment using a Purchase Order (PO),
Work a related Ticket, then
Invoice for the balance due.

Here's how it can be done:

Next Steps

If you've completed these steps, you're on your way to becoming a PSA pro in Syncro!

If you haven't already, explore the Integrations & Marketplace Training Guide and make sure you check out the Universal Billing feature specifically.
Or, explore the other available Training Guides.

Third-Party Patch Management with Ninite

2024-11-21T17:48:25Z

Note: This document has been imported from the former KB and has not yet been verified.

We're going to setup a simple script to do patch management with Ninite Pro Classic (their command line tool).

First, download your .exe and stick it in the "Script Shared Files" in your account.

Now create a new script and make it a PowerShell, run as system, and make sure there is a "required file" for the ninite .exe file:

https://ninite.com/help/features/selection.html

Now we can select the options we want. Ninite lets you do installs or just updates.

Example command to do installs (and this also updates the apps):

NinitePro.exe /select Firefox Skype Flash "Flash (IE)" /silent

Example command to just do an update based on a list of apps:

NinitePro.exe /list /silent apps.txt

Here is a working version in our system in PowerShell:

Script Body

Import-Module $env:SyncroModule
$Params = "/select,Firefox,Skype,Flash,Flash (IE),/silent"
$ParsedParams = $Params.Split(",")
& "C:\temp\ninite-classic.exe" $ParsedParams

Supported Hardware

2024-09-14T19:36:19Z

This document describes the equipment, hardware, printers, and labels that are currently supported.

Note: This hardware list may be more applicable to RepairShopr, but it is backwards compatible with Syncro's PSA as well.

Barcode Scanners

Esky wired USB laser barcode scanner with adjustable stand
Any barcode scanner that sends the results as a regular text input device.

Cash Drawers

Wasp 5E
Any cash drawer that has an auto-trigger that hooks into the receipt printer.

Credit Card Readers

Worldpay

Dejavoo Z11 (wired)
Dejavoo Z9 WiFi (wireless)

Notes:

The credit card readers described here are for Worldpay users. Contact Worldpay to order.
As of January 30th, 2024, new Dejavoo terminals cannot be added to Syncro. Currently installed Dejavoo devices will continue to work. No new card readers are currently supported.

Authorize.Net

Notes:

The credit card readers listed here are for Authorize.net users.
These are “use at your own risk.” We encourage you to contact Authorize.net to inquire about their suitability, and if they need to be encrypted for use on their network.

USB Card Reader for Desktop/Laptop

The MagTek SureSwipe card reader (model 21040145) has been discontinued by the manufacturer, but may still be available and continue to work.

Note: We do not recommend the ID Tech Augusta smart card reader because it accepts EMV cards, which Syncro does not support for Authorize.net.

Macs & MagTeks

If you are on a Mac, we've found that MagTeks occasionally require a one-time PC connection to switch the device into Keyboard Emulation mode. If you aren't able to successfully swipe a card number into TextEdit, see “Troubleshooting MagTeks.” Otherwise, contact your supplier for help.

Troubleshooting MagTeks

If the light is green and nothing happens after you swipe the card, the device probably in "HID" mode instead of "KEYBOARD" mode. Follow these steps to switch it back to keyboard mode:

Download and install the USB Swipe and Insert Reader demo.
Note: This app only works in Windows.
When prompted to install source code during the installation, choose No.
Click Start > MagTek > USBMSR Demo. (Or type usbmsr in the search field, then click USBMSR Demo.)
Ensure your reader is plugged in. At the bottom of the USBMSR app you'll see “Detected HID Mode Device.”
Ensure the “Set Focus To Text After Command Response” and “Auto Add Length” boxes are checked.
To the right of the "Send Msg" button, type 01 10 01
Click Send Msg.
Now erase what you typed in step 6.
To reset the reader (so the changes take effect), type 02 in the same field.
Click Send Msg. Your MagTek should now be in Keyboard mode.
You may test and confirm by swiping a card and ensuring you have a text area (such as notepad), open and active in Windows to validate.

Label Printers

DYMO LabelWriter 450 100 — NOT the Turbo editions; they don't handle barcodes well.
Zebra ZSB-DP12 and DP14 Series Thermal Label Printer — These models are for labels up to 2" and 4" wide, respectively. Be sure to create an account with Zebra to download the proper drivers.

The following label printers have been discontinued, but may continue to work:

Zebra LP2844 Thermal Label Printer — Zebra discontinued this printer in 2012 and stopped supporting it in 2015. You may still be able to buy "renewed" (used or refurbished) models.
Zebra UPS Thermal 2442 — The label stickers and this driver may work with it. (This printer was also discontinued long ago.)

Note: While Syncro will most likely work with almost any label printer, we cannot guarantee that since we have not tested others. Please let us know if you get another printer to work so we can list it.

Label Stickers

The majority of labels in Syncro are 1.125" x 3.5."

Zebra/Dymo - 1.125" x 3.5" Dymo-Compatible Address Shipping Labels 30252 (for Customer and Asset labels)
There are also specialized square labels used for printing special square inventory stickers.
Zebra/Zebra Compatible 1.25" x 1" direct thermal labels, 4" OD (outer diameter)

Receipt Printers

Notes:

The above receipt printers are TSP100 variants.
The TM-T88III and IV might work (they did not have all the settings needed to work with the deprecated Cloud Print), but Syncro has not tested them. Some users have had success with Citizen receipt printers, but setup may take longer.

See also: Star TSP100 Printer Setup.

Signature Pads

Note: Signature Pads are only supported in Windows.

Syncro is integrated with Topaz products. You can use any Topaz Signature Pad as long as these requirements are met:

USB Physical interface
Supports SigWeb Plugin (NPAPI is no longer supported)

If you'd like customers to see their signature on the pad while they're signing, choose an LCD model. One inexpensive LCD model is: Topaz Signature Lite 1x5 LCD T-L460-HSB-R.

June 2025 Release Notes

2025-06-03T01:38:19Z

These improvements cover updates made since the May 7 release.

New Features

Entra ID User Sync 2.0

We have rebuilt our Entra ID User Sync. You can connect individual tenants or your CSP to have more granular control over which users or groups you sync with Entra ID. The new Entra ID User Sync addresses pain points with the old sync such as:

Running hourly instead of daily, to keep your end users in the platform better aligned with Entra ID.
Providing more options to help you pull the right Users from your MS tenants. For instance, in addition to Department and User Type, you can now pull end users based on Groups, Domain, Office Location, and Licenses when setting up the new Entra ID Sync.
Showing disabled users in Entra ID as Microsoft Disabled in Syncro; these can be filtered out of the End User List for the Customer Organization.

Like the old Entra ID User Sync, the new sync is available with the Team Plan. If you are using the old sync, you can run it in parallel with the new sync during a transition period.

Read more here: Getting Started with Microsoft 365 Management.

With Syncro’s Microsoft user management features available on the Team Plan, you can perform Microsoft Entra ID management actions for customers. Reset passwords and manage MFA methods for Entra ID users directly from the Syncro portal, eliminating the need to switch between platforms and saving you valuable time, simplifying workflows, and enhancing security for customers.

Microsoft User Actions are enabled by default for all Global Admin users on Team Plan. For Technicians on Team Plan, it needs to be enabled in their Security Group.

Read more here: End User Details and Actions.

Network Discovery Enhancements

Keep your device list accurate, fix issues quickly, and avoid issues before they arise or grow. These user-driven improvements to the Network Discovery featutre on the Team Plan include sending you instant notifications for newly discovered devices, cancellation of active scans, detailed error messages during agent deployment, and providing visibility into critical profile configurations like the primary node. Additionally, the auto refresh functionality on the Discovery Profile page eliminates the need to manually reload pages to track scan progress, allowing you to stay in control and save time.

Read more here: Work with Network Discovery Profiles.

Universal Billing with Proofpoint

Universal Billing brings daily usage counts from your third-party vendors and maps that usage to respective customer records within Syncro. Those counts can be carried over into your Recurring Invoicing, allowing you to set it once and never spend another minute on it again. Counts will automatically adjust on your recurring invoices as licenses are incremented and decremented within your third-party vendor, just like we do today with our asset and contact counters.

Universal Billing is currently available with Proofpoint, and we’ll be adding support for both new and existing Marketplace vendors throughout the year.

Learn more here:

Mobile App Enhancements

Easily manage End Users from within Organizations in the Syncro Mobile App. Building on our previous mobile update, we’ve introduced the ability to Search, Create, View, and Edit End Users from the Organization page in the Syncro Mobile App. This update creates the framework from which we can continue to build functionality to facilitate Technicians in the field to execute on assisting their clients.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Improvements & Fixes to Existing Features

In response to your input, we have added several Quality of Life updates this month. You can now use a new ticket automation action to easily add subscribers to tickets. We’ve also resolved issues with the script editor search, the persistence of the ‘Tax Exclusive’ migration banner, and ticket status updates in automations. Additionally, organization names in the Contract Index are now clickable links, and the Admin Settings page is fully accessible on mobile devices.

Here are details on those and other improvements and fixes we've made in this release:

APIs

Added the ability to view and manage product SKUs in the API

Assets

Fixed an issue on the 'System Info' tab of the Asset detail page where clicking the sidebar menu did not automatically direct to the selected section.

Contracts

Updated the organization names listed in the Contract Index page to be a link to the corresponding organization.

End Users

Job Title and Tags have been added as column options on the new End User list page.
Microsoft Principal Name has been added as a column option on the new End User list page for Customer Organizations syncing with Microsoft Entra ID. This can be used to determine if the End User is mapped to a Microsoft Entra ID User.

End User Portal

Updated the new end user portal to automatically populate the organization's address when making payments on invoices.

Invoices

Fixed a render issue that prevented the Year tags from correctly displaying in Line Item Descriptions.
Updated the table filtering on the Recurring Invoice page to handle pagination, so that any filter applied would include schedules from multiple pages.
The Next Billing column will now sort in ascending or descending order when clicked.

Mobile App

Fixed an unexpected behavior which resulted in the Assigned End User to be cleared when updating the Ticket.

Organizations

Updated the archived organizations page to support searching for archived organizations.

Reports

Addressed an issue with the Open Balance Report where, in some cases, the open and net balances due were inaccurate.
Added Windows Update Compliance visual and text blocks to the Internal and Executive Summary Report Builders.

Scripts

Fixed an issue that led to the time picker not displaying as expected in Dark Mode.
Fixed an issue with the script editor where searching for keywords in the editor using 'CTRL-F' / 'CMD-F' would cause the page to unexpectedly refresh.

Tickets

Resolved an issue where line breaks were not displaying as expected in the 'Terms' section of outtake forms when generating to PDF.
Ticket Views can now be applied to the Open Ticket Dashboard giving control to what tickets display on the dashboard.
Updated the ‘Contract’ dropdown field on tickets to clearly denote contracts that have expired.
Added a new ticket automation action to ‘Add Subscriber’ to tickets.
Fixed an issue where renaming ticket statuses in Admin preferences would not update the status if used in Ticket Automation, causing the automation to no longer run.
Fixed an issue where grouping by Customer on the new Ticket page was not showing the Customer name in the header.

Other

Removed the 'Help Center' link in the user drop-down menu that directed to our deprecated community knowledge base— new doc center is now accessible in the Resource Center (Question Mark Icon) pinned on the top-nav of all pages in the app.
Updated the Admin Settings page to be accessible on mobile devices.

Change a Syncro Account Password

2024-05-17T15:50:52Z

IMPORTANT:

Syncro does not generate or save your passwords and/or credentials. We recommend the use of strong passwords and/or the use of a password manager.
Syncro does not prompt users to change their password after any specific period of time; however, with compromised password detection users are informed you if a password has been found in a compromised password list.

Syncro Password Requirements

Syncro account passwords should be at least 12 characters in length (max 128), and contain:

lower case letters (a-z)
upper case letters (A-Z)
numbers (0-9)
special characters (e.g. !@#$%^&*)

Passwords cannot be the same as the User's email in any way.

Change Your Password

If you're a User with a Syncro account and you want to change your password, follow these steps:

Click your name in the upper right of the Syncro header to open your Syncro User Profile.
Select the "Profile/Password" option. Syncro displays the Password / Login-Pin / API Key page:
Enter your current password, then the new password twice to confirm it.
Click Update Password.

Reset a Forgotten Password

Should you forget your password, click the “Forgot Password” link on your Syncro login page:

On the page that displays, enter the email address associated with your Syncro account.

If your email address exists in the Syncro database, you'll receive a password recovery link at your email address within a few minutes.

Your password won't change until you access the link in the email to create a new one.

Change a Specific User's Password

If you want to reset a specific User's password (i.e., as a Global Administrator), follow these steps:

Navigate to Admin > Syncro Administration - Users. The Users table displays.
For the User whose password you want to change, click Password / MFA. (Alternatively you could click Details, then Change Password / MFA in the upper right corner.):
If prompted, enter your own password and click Enter to gain access to the Change Password page:
On the Change Password for [User Name] page, enter the new password twice to confirm it:
Click Update User. The User will be logged out of all currently open sessions and will need to log in again with the new password.

Structure Products & Services For Profit

2025-10-15T14:11:15Z

This guide outlines how to manage inventory and services by configuring global product settings, defining default labor rates, creating manual or imported products, attaching photos, and building predefined or ad-hoc product bundles.

Tip: If you plan to use the Products & Services module frequently, customize your tabs. Otherwise you'll find it under the More menu.

In Syncro, Products are generally physical items like cables, monitors, etc. Products may also refer to software products you license through a vendor and offer to the (Customer) Organizations you support. Services are often regarded as labor, or other activities or contracts you offer.

Step 1: Products & Services Settings

Before you start working with Products & Services, it's a good idea to look at the global settings. You'll find these under Admin > Products & Services - Preferences.

Here are a few settings you may want to review:

Enable One-Time-Use Inventory Items: Check this box if you want Syncro to give you the option of disabling the product once it reaches a quantity of 0.
Enable the Prepay Hours Tracking Feature: Check this box if you plan to sell blocks of service hours that you apply to an invoice at a later date. This feature is only useful if you sell Prepay Hours (Block Hours) as part of your contracts.
Enable the Deposits Feature: Check this box if you want Syncro to give you the option of taking deposits for Tickets. (Discussed in Invoicing 102.)
Enable Photos on Products: Check this box if you'd like an option to associate photos with your products (and/or for Step 4, below).
Enable the Backorder Feature: Check this box to allow the use of Pending Orders when you sell products you don't yet have in stock.

Also included on the Products & Services Preferences/Settings page is the Category Editor. This editor allows you to customize Syncro to match how you organize your offerings:

The values you specify in the Category Editor appear in the Category dropdown menu for when you create new Products or Services. They also appear as subtabs to help you filter the Products table.

View the Products & Services Settings Reference for more details. (Bonus: Modify and/or create new categories using the Category Editor.) When you're finished making your selections, be sure to click Save.

Step 2: Understand Labor Rates

Labor rates are a special type of Service associated with time-based calculations, where quantities are calculated as fractions of time.

Additionally, labor rates are closely linked to Tickets and Invoices, allowing for accurate billing based on the time Technicians spend on tasks. This differentiation helps streamline the invoicing process and ensures that labor-related charges are correctly categorized and billed to customers.

You can select a default labor rate for a specific Syncro User, which automatically appears whenever they use a Ticket Timer or update entries in the Labor Log. (See also: “Default Labor Product” in User Fields Reference.)

Take a look at Create Labor Rates and decide if you want to want to add any in the next step.

Step 3: Create Products & Services

In Syncro, you can create a standard Product or Service with a Name, Description, Price/Cost, and tax information. You can also create Products/Services that are:

Discounts (Amount or Percent): Select the appropriate "Discount" radio button to create a Discount you can apply to Invoices in the future.
Maintain Stock: Allows you to track the quantity of an item, order from Purchase Orders, and receive alerts when the item is running low on stock. This ensures you're notified when it's time to reorder items to maintain adequate stock levels.
Serialized: Enables the entry of unique serial numbers for the Product so you can maintain accurate records of each item instance in your inventory.
One-Time Use: Automatically disables a Product after it reaches a quantity of zero. This is useful if you do not intend to restock items once they are sold out. (Requires the “Enable One-Time-Use Inventory Items” setting.)
Labor: Items with a Category of “Labor” appear in a Ticket's Labor Log “Rate” dropdown menu, and have quantities calculated as fractions of time.

You can add to your inventory of products and services in Syncro manually or by using a CSV file to import them.

A. Create Manually

Watch this short video to learn how to create a Product manually. (This video also shows the addition of a Photo, which you'll do in Step 4.)

Once created, your products and services appear in dropdowns for selection throughout Syncro, including in the Ticket Line Items pop-up window and Line Items section of Invoices.

Create at least one (each): Product, Labor Rate, and Discount. Use the Products & Services Fields Reference to help you with those not mentioned here. (Bonus:

B: Import Using a CSV File

When you first start using Syncro, or have many edits or additions to make to your Products, it's best to export your inventory to a CSV file, make the changes in Excel (or another spreadsheet program), and then import the file into Syncro.

If you'd rather create your products and services via import, follow the step-by-step instructions in Import Products & Services.

Step 4: Add Photos to Products

Product photos are used in multiple areas of our system to enhance visual representation and aid in product identification. You can upload photos to display with product details, include them on Invoices and Estimates, and use them in email marketing campaigns (Mailer). They also appear in the Point of Sale (POS) system for quick product selection.

Any images you upload must have either a .jpg or .png file extension. (Change any .jpeg extensions to .jpg before uploading.)

Add a photo to a product from Step 1.

Step 5: Create Product Bundles

Syncro offers two types of product bundles: Predefined Bundles and Ad-hoc Bundles. Both types of bundles streamline the invoicing process and help manage inventory effectively.

Predefined Bundles are useful for situations where you want to track inventory without showing the details of what's included in a line item to your client. When you create a Predefined Bundle, you'll give it a name, add items from your Products & Services list, and set an overall price. The system will handle calculations for taxable and non-taxable items included in the bundle. You can also create a UPC code for the combined bundle.

When adding a bundle to an invoice, it will appear as a single line item, but you can expand it to see the included items.

Ad-hoc Bundles allow you to create bundles on the fly while preparing an Invoice or Estimate. This feature enables you to track all inventory items and labor that goes into a bundle, but it will show as a single line item to your clients. Ad-hoc Bundles cannot be saved for reuse on future Invoices or Estimates, and they must be a quantity of 1.

To create an Ad-hoc Bundle, you can either add items first and then name the bundle, or vice versa. Once created, you can adjust the bundle's name, description, and price, and you can also add/remove items as needed.

Create an ad-hoc bundle inside an Invoice. (Bonus: Read more about predefined bundles and optionally create one.)

Next Steps

If you've completed these steps, you can access your Products & Services inside Syncro!

Proceed to Invoicing Training Guide (102).
Check out available documentation in the Invoices & Billing category.
Explore the other available Training Guides.

TeamViewer Integration

2024-11-21T17:55:25Z

Note: This document has been imported from the former KB and has not yet been verified.

Set Up TeamViewer

Note: The TeamViewer integration is only compatible with the TeamViewer Corporate tier.

Navigate to the App Center and click the TeamViewer App Card:
On the page that displays, click the button to upload the TeamViewer_Host.msi file:

Note: If you need assistance setting up a Host File, check out TeamViewer's Host and Custom Host documentation.
Enter your TeamViewer Configuration ID and Configuration API Token in the fields:

Note: If you have trouble finding this information, these TeamViewer documents might help: Use the TeamViewer API and Get a Rollout Configuration.
Click Save.

Configure TeamViewer a Policy

Navigate to the Policies tab and select the policy that you want TeamViewer included on.

Now that you have the TeamViewer integration activated, if you scroll down the page you will see a TeamViewer section called "BRING YOUR OWN TEAMVIEWER." Check the “Install & Manage TeamViewer” box and click Save.

The system will begin to scan the Assets associated with the Policy, checking to see if TeamViewer is installed.

If TeamViewer is already installed on the Asset, the TeamViewer ID will be saved in the Asset information.
If TeamViewer is not installed, it will be installed and the TeamViewer ID saved in the Asset information.

Note: The time it can take for this to sync varies, and depends on whether the Asset is online.

Once the Asset syncs, navigate to the Assets & RMM tab. You will see "TeamViewer ID: {number}" in the Properties field. There is also a specific column you can activate on this screen by clicking “Customize”:

Access TeamViewer

To access TeamViewer, click the Quick Access magnifying icon anywhere the Asset is present, then click TeamViewer:

Work with Template Tags

2024-05-24T20:56:24Z

Template Tags are placeholders you can use within Templates to fill in information that’s unique and/or that may change. In other words, Template Tags are variables for Syncro data you can use in communications with your customers.

When you edit a Template, you're likely to see lots of Template Tags; they're surrounded by double curly braces:

{{customer_billing_address}} is one example.

Depending on your available screen real estate, you'll find a searchable list of Available Template Tags on the right side or below every main template editing page.

Notes:

Available Template Tags change depending on the template being edited—not all tags are universal.
Additional Template Tags may also be available in the Source view.

Start typing in the Available Template Tags search box to narrow down the list of Template Tags to the one you want.

To insert a Template Tag into your Template, you can either:

Select the Template Tag using your mouse, then copy/paste in the usual way, or
Click in the Simple Editor at the location where you want to insert the Template Tag, then double click the Template Tag in the Available Template Tags list to select it. When a little + sign appears, you can drag that Template Tag into your template:

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About the Syncro Mobile App

2024-07-15T19:10:18Z

Taking Syncro on the go?

With ticket management, remote access, and customer communications built in, the new Syncro Mobile app gives technicians everything they can’t live without while in the field.

Download the Syncro Mobile App now:

IMPORTANT: Be sure to download the Syncro Mobile app that looks like this:

Supported Versions

The new Syncro Mobile app works with the latest iOS and Android versions, plus one back. It may also work with older versions, but these haven't been tested so use at your own risk. See Supported Versions for details.

Streamlined for the Technician “On the Go”

We've streamlined the new Syncro Mobile app specifically to help technicians working in the field.

The app has everything you need (and nothing you don't), making it easy to navigate and use to get your job done.

You can:

Quickly visualize and plan your schedule. Track appointments, review RMM alerts, and chat directly with customers from your phone:
Get full access to Syncro’s Ticket management system. Add, edit, and resolve tickets. Manage time tracking, and add materials used while on the go:
Or, remote into an asset from the app to restart the machine, etc. using Syncro's built-in Splashtop feature:

While you'll still need the full Syncro web app to run your MSP, we'll be continuing to add useful functionality to the Syncro Mobile app.

If you find any issues and/or want to provide feedback, let us know!

Syncro Mobile: Work with Assets

2024-10-21T14:14:15Z

If you're a tech who works out in the field, you can use Syncro Mobile to:

View active alerts,
Search for, view, and remotely access assets,
Run scripts on your assets, and
Work tickets related to any assets needing attention.

This document describes how you can use Syncro Mobile specifically to accomplish these asset-related tasks.

You can read on, or watch this short video to learn more:

Your browser does not support HTML5 video.

View Active Alerts

Syncro Mobile displays the number of Active Alerts for all of your customers' assets (i.e., all assets across your Syncro Account) right on the home screen.

Tap the “Active Alerts” menu item to display the Alerts list, which is collapsed by default.

For each alert in the list, you'll see:

the Alert Type (e.g. Inverse tertiary array, Programmable holistic encryption, etc.),
how long ago the alert occurred (e.g. 5m ago), and
the Customer (e.g. Moen, Lakin and Orn).

Tap an individual alert to expand it and see more information:

Here you can Clear or Mute the alert, or view any Ticket already created. (If no ticket is available, you can tap Create Ticket to do so.) For more information, see Work with Tickets.

You can also tap View Asset Details to access the Asset “Overview” screen, which provides you with options for managing the asset.

Locate an Asset

To work with assets in Syncro Mobile, tap the “Assets” menu item on your home screen, or the Assets icon in the bottom navigation bar. Then tap to select from the list of Assets displayed. The Asset “Overview” screen displays.

You can also quickly locate an asset of interest in Syncro Mobile using filters or searches.

Using Filters

You can use two types of filters to locate a specific asset. Tap the triple-line filter icon in the upper right to display the Filter By options.

The first filter option is based on a Saved Asset Search:

The second filter option is based on one or more Asset Types:

Tap Apply to display a new asset list based on your filters. At any time you can return here and tap Clear to see all assets again.

Using Search

You can locate assets using Syncro Mobile's search feature. Tap the magnifying glass icon in the upper right to display the Search Assets screen. You can enter either the name of an Asset, or the name of the End User assigned to the asset. The results list narrows as you type. Tap the X to clear your search.

If you searched by the name of an:

Asset, tap the one you want to display the Asset “Overview” screen. This is where you can take actions on the asset like remote control, reboot, or start a chat.
End User assigned to the asset, tap the one you want to display the End User “Details” screen. This is where you can view the End User's Name, contact information, and see the assets assigned to them.

Manage an Asset

IMPORTANT: To manage an asset from Syncro mobile:

The Syncro agent must be installed on the asset,
Splashtop RMM App must be installed on your mobile device, and
Remote access must be configured on the Policy in Syncro.

Once you've located and selected a specific asset, its Overview subtab displays:

The asset's online/offline status displays in the upper right corner, and the Remote Control, Reboot Asset, and Start a Chat menu options are available.

IMPORTANT: A remote reboot will cause the end user of the asset to lose any unsaved data. There is no warning to the end user. A good way to verify a reboot isn't going to create any problems for your end user is to tap Start a Chat and confirm that!

Note: Additional details about the asset are shown below the Remote Control, Reboot Asset, and Start a Chat actions, including the assigned end user for the asset. Tap the "Details" subtab to see even more information about an asset including the IP address, OS, manufacturer, hardware, and network information.

Run Scripts on an Asset

To run scripts on an asset, navigate to that asset's “Overview” screen, then tap “Scripts”:

By default, Syncro Mobile displays any scripts currently in the Queue, but you can also tap “History” to see the script Name, Date/Time, Result (Success or Failure), and if desired, detailed Output:

Tap +Add to Queue to add a script to the queue to run on this asset. Then tap the Pencil (Edit) icon to search for a script. (When you begin typing, available scripts display.)

After you tap the script you want, specify whether it should run Now, or at Scheduled time you select.

When finished, tap Run Script.

Use SMS/MMS with Syncro

2024-12-20T19:45:33Z

SMS/MMS messages are sent through Twilio by default (Syncro's built-in provider).

Alternatively, you can bring your own Twilio account or you can choose to buy a FlowRoute account and use one of those for SMS/MMS with Syncro. Bringing your own SMS/MMS provider can give you more control over things like which messages you send and how many messages you send.

Cost

If you use Syncro's default Twilio, there's nothing you need to set up; you automatically get 200 SMS messages per month. (This is subject to change without notice based on pricing and availability.)

If you go over, or want to buy more credits, navigate to Admin > Syncro Administration - Buy Credits/Add-Ons.

We sell add-on packages of 2,500 credits.

Note: New accounts are eligible to buy additional SMS credits 30 days after purchasing Syncro.

Tip: To learn how many credits you have left for a month, navigate to Reports > Email & SMS - Consumables Usage:

What Sends and When

Note: To receive SMS/MMS messages, the “SMS Service Enabled” box must be checked and a Mobile Phone number must exist in their Customer record.

Syncro sends messages when you enter a Ticket Communication:

After Diagnosis: After you add a Ticket Communication with the subject “Diagnosis.”
Completed With/Without Invoice: When you add a Ticket Communication with the subject “Completed.” (The message Syncro sends depends on whether there's an Invoice attached to the Ticket.)
Initial Problem/Issue: When you first create a Ticket.
Instructions After Initial Problem/Issue: Sent immediately after the Initial Problem; we must notify the recipient they can enter “d” to disable messages.

You Customer will also receive any custom SMS messages you create in the Ticket Communications section:

IMPORTANT: If a customer has more than one open ticket, Syncro cannot guarantee that a reply will attach to the proper ticket.

Note: The SMS option is not available unless there's a phone number categorized as "mobile" on the Customer record. In this case, you'll need to select “Email + SMS” for your message to be sent.

Customize SMS/MMS Messages

If you'd like to customize the SMS messages sent with Ticket Communications, navigate to Admin > PDF/Email Templates - SMS Templates and scroll to the Tickets section:

Click in the Template field to adjust a message, then click Save.

Note: Messages exceeding 144 characters will be split into multiple messages.

You can also specify that SMS messages only be sent during business hours in Ticket Settings. (Check the “Ticket Comments - Only Send During Business Hours” box.)

See also:

MMS Replies

Your customer can reply to an SMS sent from a Ticket with an image (and text).

Syncro will upload the image as an Attachment. A thumbnail image also appears on the Ticket Comment:

Notes:

The image attaches to the Ticket as a Public Comment. This means the reply (image and text) can be viewed in the Portal.
This feature only supports images.
MMS is only supported in the US and Canada.

January 2026 Release Notes

2025-12-19T22:00:09Z

These improvements cover updates made since the December 3 release.

New Features

Mobile App: Improved Ticket Sorting

We’ve overhauled the Ticket Section of the Mobile App to align its Sorting and Filtering capabilities closer to that of the Web App experience. Through more robust, web-like filtering and sorting capabilities, technicians can now find the right ticket faster, leading to quicker service delivery, better time management, and an overall enhanced service experience for the end-client.

Read more here: Syncro Mobile: Work with Tickets.

Parent/Child Tickets: Child Ticket Section Redesign

This feature introduces a redesigned summary table of Child Tickets in Parent Tickets, providing Project Managers with a customizable, at-a-glance view of the status, ownership, and financial progress of all associated Child Tickets.

By placing critical columns like Status, Assignee, Due Date, and Billable Status directly on the Parent Ticket, Project Managers gain the necessary tools to proactively manage task assignments, prioritize work, and ensure accurate project billing and timely completion, eliminating the need to drill into every single sub-task.

Read more here: Work with Child Tickets.

Script Access by Category

Enforce security and operational policies with precision. We’ve introduced the ability for global administrators to control user access to scripts by Script Category. This enhancement allows administrators to assign specific Script Categories to Security Groups, ensuring users can only add, edit, or run scripts appropriate for their role or expertise.

Now, you can categorize your scripts by required technician skill level and ensure that your junior technicians can only access scripts appropriate for their level of expertise. If you have co-managed clients, you can create script categories for each co-managed client and ensure that their users can only access the scripts applicable to their company. Then, you can select the applicable script categories for access in each Security Group.

Read more here: Use Script Categories.

Reporting: Top 5 Devices with Alerts in Report Builders

The report builder visual and text building blocks now include details on the top 5 devices with alerts, enabling technical leaders to provide value by demonstrating a proactive approach to managing assets. High-risk devices can be easily highlighted to clients, illustrating the value that the proactive approach to device management provides. Regular audits of these machines can lead to increased customer satisfaction and a justification of the services provided.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life improvements and fixes we've made in this release:

API

Updated Ticket Worksheet API to accept more than one field update in a single API call.
A new parameter has been added to the Tickets API called all_comments which controls whether all comments are returned for Tickets or just the initial comment. It is set to true by default so that there is no change in behavior, but it is recommended to set to false particularly if experiencing timeout errors.

Assets

Added permissions to Security Groups for All Customers for Viewing, Creating, Editing, and Deleting Asset Custom Fields.
Fixed an issue where saved asset searches returned a 404 error if the search referenced a policy folder that had been deleted.
Eliminated a memory spike in the SyncroLive process caused by screen resolution changes during Remote Desktop sessions.
Resolved persisting ‘Remote Host not Found’ errors in Backgrounding Tools resulting from our agent not exiting properly after Windows session changes (e.g. logout, RDP connections).
Fixed an issue that could lead to Managed Defender 'Threat Detected' RMM Alert not triggering Notification Set for 'RMM Alert - Was Created' Event.
Fixed an issue where the ITGlue links for Assets were not working.
Fixed an issue where Assets transferred to a new Customer Organization via a merge were getting reassigned to the original, now archived Customer Organization.

Backup

Improved handling of 0 users on the usage reports.

Customer Organizations

Fixed an issue where tags added to a Customer Organization from the Edit page were not saving.

Invoices

Addressed an issue with timeouts which could be triggered when deleting line items on estimates and invoices as well as on invoice deletion.
Fixed the table header formatting on Recurring Invoices.

Microsoft 365 integration

Added information about Baseline Rules aiding in categorization and providing more insight into how their implementation may impact an organization.

Mobile App

The scope of tickets displayed to users with limited customer access has been improved.

Payments

Fixed an issue that could lead to a 500 error on successful payment confirmation in the End User Portal.

Reports

Added Top 5 Devices with Alerts as Visual and Text Block options for both Executive and Internal Summary Reports.
Fixed an issue in the Customer Sales Summary where, in some cases, the customer balance inaccurately display balances of $0.
Fixed an issue where the Ticket Time by Technician Report could result in a timeout when a time period greater than 2 months is selected.

Scripts

Manual, on-demand script runs now execute immediately before any pending recurring scheduled scripts, resolving delays for urgent actions.

Tickets

Renamed the system Ticket View previously called “All” to be “All Unresolved” to better reflect the tickets that it is actually returning.
Applied alphabetical ordering to the Technician drop down lists on the Ticket Index and Ticket Details pages.
Fixed an issue where the Billable Time column on the Ticket Index page was not getting updated from the Labor Log.
Fixed an issue where the tooltip did not clear when using the quick resolve checkmark on the Ticket tab in quick succession.
Fixed an issue where technicians who weren't also global administrators could not change the Ticket View applied to the Open Ticket Dashboard.

Other

Addressed an issue causing time-outs with the Notifications slide out at the top of all pages.
Fixed an issue with adaptive cards not posting notifications to the Teams mobile app.
To avoid timeouts with tickets that have many large comments, Syncro's PowerBI integration now only pulls in the initial comment for Tickets.

Master the Policy Engine (RMM 101)

2025-06-10T19:23:11Z

This guide details how to build and assign policies for managed assets, covering policy inheritance, setting up Windows and third-party patching rules, creating event log and process monitors, enabling the system tray, and managing generated RMM alerts.

Before you install the Syncro Agent to create some managed devices (i.e. Assets), Technical Leaders should create and assign new Policies to a policy folder structure that meets the needs of your Organizations.

A Policy in Syncro is a collection of checks and monitors that define your operational rules (Standard Operating Procedures (SOPs)) for Assets. You update them to consistently configure RMM features like patch management, antivirus, and scheduled scripts, ensuring proper security and system maintenance across your fleet. Policy inheritance helps you build more complex structures as your business grows.

In this training guide you'll learn:

How to create new management rules using the Policy Builder and efficiently assign them using Policy Inheritance.
How to include Windows updates and Third-Party Application updates directly within your policies for streamlined patching.
About the function of Event Log, Process, and Service Monitors and how to manage the alerts generated by your monitoring policies.

Step 1: Understand Policy Inheritance

Syncro's policy structure leverages Policy Inheritance, which functions like a Group Policy Object (GPO) model. Policies are first assigned on a per-Organization level using a Top-Level Policy Folder. Its settings cascade down to all assets. However, you can organize that Organization's assets into subfolders however you like, and each of those subfolders and/or assets inside can also have their own policies.

The Effective Policy for any given asset is the final, merged collection of all policy settings applied to it, starting from the Top-Level Policy and incorporating any specific overrides from policies applied lower down the folder hierarchy, or directly to the asset itself. You can check an Asset's Effective Policy from any Organization's Assets & Policies Subtab, and directly from the Overview section on an Asset's Details Page.

Watch this short video to learn more:

Unless you make policy adjustments, any devices you install the Syncro Agent on inherit the Top-Level Policy called [Example] Sample Policy, which is set by default on newly created Syncro accounts. This default Top-Level Policy includes:

Remote access to the asset via Splashtop, and
Some basic monitors and alerts: low hard drive space, high CPU usage, high memory, and HD smart failures.

Although we provide this example, you should create and set your own Top-Level Policy, as well as add any sub-folders and sub-policies (e.g. for Servers and Workstations).

Read more about Policy Inheritance. Be certain to review the more detailed example on that page. Then, consider setting up some sub-folders for one or more of your Organizations based on the best practices described there.

Step 2: Create a Policy

Syncro's Policy Builder contains various policy categories, which you can mix and match to create Policies that best suit your needs. Examples of Policy Categories are:

Antivirus (e.g., Bitdefender),
Remote Access (e.g. Splashtop),
Monitors (e.g., drive monitoring, resource usage; Event logs, Process and Service monitoring, etc.),
Third-Party & Windows Updates,
and more.

Watch this short video about creating a policy:

Learn more about the Syncro Policy Builder, then follow the instructions to create your own Policy. Assume this will be your new Top-Level Policy so make sure it includes settings that apply broadly. For now, stick to basic monitors and alerts (e.g., low hard drive space, high CPU usage, high memory, and HD smart failures) and the Antivirus, Miscellaneous, Remote Access, and Scripting policy categories.

Step 3: Assign a Policy

Once you create a Policy, you must assign it to your policy folders or to assets using the Assets & Policies subtab of an Organization's Details Page. Alternatively, a policy can be indirectly assigned to assets through Policy Inheritance as previously described.

Watch this short video to learn more:

Note: Policies are not assigned to manually created assets.

Assign the Policy you created in Step 2 to one or more Customer Organizations. (Bonus: Specify that this be the new default Top-Level Policy for all future Organizations.)

Step 4: Add Windows & Third-Party Patching Policies

Before you can add Windows Updates and/or Third-Party Updates to a Policy in Syncro's Policy Builder, you must specify how your patches should be managed and installed in a Policy Module. Since these work similarly, we'll focus on Windows Updates as the example.

For supported versions of the Windows operating system, you can also schedule when updates should be run, how individual categories and severities of updates are handled, which updates may need to be explicitly blocked, and when to schedule required reboots.

Watch this short video to learn more:

Review the Best Practices and Examples of Windows Update Policies. Use the instructions in Windows Update Management to create your base policies for Workstations and/or Servers, then assign them to a sub-folder for one of your Customer Organizations. (Bonus: After reviewing the Best Practices & Examples for Third-Party Update Policies, do the same for your Third-Party Updates.)

Step 5: Create Additional Monitoring Policies

Syncro's native Process & Service Monitors make monitoring the processes and services on your devices easy. You can have Syncro:

Notify you if there is an issue (e.g., if a Process or Service reaches a CPU and/or memory threshold),
Automatically attempt to resolve that issue (e.g., by starting/stopping the Process or Service, through automated remediations, etc.), and
Reduce false alerts through optional custom settings (such as requiring a logged-in User).

Event Log Policies also help you easily monitor assets for problematic events.

Before you add Event Log, Process & Services Monitors to a Policy in Syncro's Policy Builder, you must specify exactly what will be monitored in related Policy Modules. Let's focus on Process & Service Monitors as our examples.

Watch this short video to learn more:

Read more about Process & Service Monitors and/or Event Log Policies. Then, add these as sub-policies for one or more of your Customer Organizations. (Bonus: Check out the Bill for Windows Updates example, which uses Event Log policies.)

Step 6: Enable the System Tray

When you enable the System Tray in a Policy, you can do things like:

Give End Users the ability to Chat directly with Technicians,
Provide easy access to the End User Portal, and/or
Supply different Agent Contact Forms that collect information from End Users.

For example, you could create an Agent Contact Form for people to use only in “emergency” situations, and another form for help requests during your business hours. You can even use different logos in each form to make things clearer for your clients. When a user submits a form, Syncro can also automatically generate a Ticket.

You create the actual form fields in the Agent Contact Form policy module, then add the form in the System Tray policy category. Watch this short video to learn more:

Enable Live Chat in the System Tray for one of your Policies. (Bonus: Create a new Agent Contact Form and add that too.)

Step 7: View & Act on Generated Alerts

An Alert is an automatic notification of an event that occurs in a network's infrastructure. Alerts contain several pieces of information, including:

the Customer Organization Name,
the Asset Name (i.e., the one triggering the alert),
the Check Type (i.e., a name for the type of alert triggered such as failed_disk, ntbackup_fail, etc.), and
timestamps for when the alert was created/updated.

One of the main sources of RMM Alerts are the monitors set in a Policy: For example, CPU/RAM, event log, etc.. These are named and provided by Syncro. Other sources of alerts include Scripts and APIs.

Review View & Act on Generated Alerts to learn more about alerts and the actions you can take in response to an alert.

About Co-Managed Support

2025-09-29T18:18:20Z

When it comes to managing IT responsibilities with your clients, it's important to give co-managed users more granular control over assets, scripts, and reports while maintaining security boundaries and preventing unintended impact on assets outside managed organizations.

This document provides an overview of Syncro's features related to co-managed support.

Key Features and Benefits

Some key features and benefits of co-managed support in Syncro include:

Granular Permissions for Co-Managed Users: You can grant co-managed users precise permissions for managing their assets. This includes the ability to add, edit, and access assets for assigned customers. Granular permissions allow you to delegate tasks to your client's IT team, empowering them to be more efficient and autonomous.

Expanded Reporting Access: Your co-managed users can now view key reports like the Asset Activity Report, Asset Audit Report, and reports from the Executive Summary Report Builder. However, they can only view reports for the customers associated with their Security Group.

Enhanced Scripting Capabilities: Empower co-managed users with script autonomy while maintaining security and data integrity. Rest assured that your co-managed users can only alter their own scripts or make clones of shared scripts. You retain ultimate control by using Script Categories to precisely manage what scripts each Security Group can access or execute.

Best Practices & Examples

Here are some best practices and examples to consider when incorporating co-managed support into your business model:

Start with a Phased Rollout: The new permissions are disabled by default for all existing Security Groups. This allows you to manually enable them and decide what permissions are appropriate for each user. This approach allows for a controlled rollout, reducing potential risks.

Establish Clear Permissions: Grant access only to the specific assets, scripts, and reports your co-managed users require. Use this fine-grained control to define the precise scope of your co-managed relationships from the start.

Encourage Customer-Specific Scripts: A best practice for Technical Leaders with multiple co-managed clients is to give each co-managed client their own customer-specific Script Category. This provides them a dedicated space to create their own scripts that won't be visible to other customers.

Centralize Shared Scripts: Create a Script Category with centrally managed, shared scripts that are available to all co-managed clients. This allows you to designate which scripts they can run while maintaining central management.

For example, you can create a Script Category for your co-managed client "Customer A" and another for "Customer B". You can then create a third category for "Shared Scripts" that both customers can access.

Control Access to Sensitive Scripts: Use Script Categories to segment highly complex or sensitive scripts away from co-managed clients and junior Technicians to minimize the risk of a complex or system-critical script being run incorrectly.

For example, you can restrict access to sensitive scripts to senior Technicians or internal IT teams, protecting your systems from potential errors. If a user is in a Security Group with only the permission to run scripts, and a "Script Category" called “Advanced” is not accessible, the user will be able to run all scripts not in the “Advanced” category.

Categorize All Scripts: While uncategorized scripts are accessible to all users with script permissions (the default behavior), it is a best practice to assign all scripts to a category. This ensures you achieve the desired level of control and maximizes the security of your setup.

Get Started

Getting started is simple:

Assign Scripts to Script Categories, then
Configure Security Groups for Select Customers with the appropriate Script Category access.

Export All Data

2024-11-17T15:06:41Z

Note: This document has been imported from the former KB and has not yet been verified.

There is not a single button or module that exports all of your data. This document covers the various methods to export most of it.

The links below take you to the section that shows how to export that particular data set.

Note: If you are planning to import all this data into another RepairShopr or Syncro site, see the related migration documents.

Export Customers

Go to More > Admin > Reports.
Under the Customers section, click Customer Export.
Retrieve your file.

Export Contacts and Ticket Comments

Please contact Support to export your contacts and ticket comments.

Export Logistics Line Items

Go to More > Admin > Reports.
Under the Inventory section, click Logistics Export.

Export Tickets

Go to More > Admin > Reports.
Under the Tickets section, click Ticket Export.

Export Assets

Go to the Assets tab.
In the upper right, click Actions > Export All.

Export Invoices

Go to More > Admin > Reports.
Under the Invoices section, click Invoice Export.

Alternatively, you can use this URL. Replace "yoursubdomain" in the URL with your subdomain.
https://yoursubdomain.syncromsp.com/invoices_dump_csv

Export Inventory

Go to the Inventory tab.
In the upper right click Inventory Modules > Export to CSV.

Financials and other data

Most financial data, along with other types of data, can be found in More > Admin > Reports.

Retrieve your data

After starting a download, you will then be redirected to the Downloads page (located in More > Admin > Reports > Downloads). If a file is large, it may take a few minutes and require you to manually refresh the page in order to see it.
https://yoursubdomain.syncromsp.com/reports/downloads

Products & Services Fields Reference

2024-05-08T19:39:56Z

This table provides more detail about the fields on the Product Details subtab, which you'll encounter when you add to your inventory:

Field	Description
UPC Code	Add your own Universal Product Code (UPC). Syncro uses this number to generate a barcode for you.
Product or Service	The default radio button, which indicates the item is a product or service.
Discount - Amount/Discount - Percent	Select one of these radio buttons if you want to create a discount, which can be added as a line item on an invoice. When you create a discount here it becomes a trackable item in your "Product Sales Report."
Price	This is the retail price of your product or service. You can skip this field if using Percentage Markup.
Percentage Markup	First, enter a Price. Then enter a percentage in this field to have Syncro automatically calculate the Price Retail.
Cost	This is what you paid to purchase a product.
Percent Discount	This field is only editable when you select the “Discount - Percent” radio button above. You can then enter the discount percentage here.
Taxable	Check this box to indicate that the item is “taxable.” Leave this unchecked if your item should be tax free.
Notes	Type any notes that will be used internally for this product or service.
Maintain Stock	Check this box to track quantity, order from purchase orders, and get alerts when an item is running low on stock.
Serialized	Check this box if you have items you want to track using a serial number.
Quantity	This is the amount of items you have in stock.
One Time Use	Check this box if you would like Syncro to disable the product once it reaches a quantity of 0. Requires checking the “Enable One-Time-Use Inventory Items” box in Admin > Inventory - Preferences.
Reorder At	Triggers a pending "Low Stock" request, which alerts you if you have a Notification Set.
Desired Stock Level	Syncro creates a pending order to bring you back to this "desired stock level" when you hit your re-order point.
Category	Dropdown menu that allows you to categorize items to organize them. You can also use categories like "Labor", "Pre-Pay Hours", and "Deposit" to trigger other Syncro features.
Sort Order	Set certain products into a higher position on your inventory list so they are easier to find. You may want to sort by order of importance, for example.
Physical Location	If applicable, where the item is located physically in your shop.
Condition	The condition the item is in e.g. “New,” "Used," etc.
Warranty Template	Assign Warranties to products so when the product is sold, the warranty gets added to the Customer's record. Define Warranty Templates under Admin > Inventory - Warranty Templates.
Vendors	Select a Vendor name, if applicable. (Vendors are defined under Admin > Inventory - Vendors.)
Tax Rate	Select a Tax Rate, if applicable. (Tax Rates are defined under Admin > Invoices - Tax Rates.) See also Configure Tax Rates.

Import Products & Services

2024-05-07T16:05:51Z

When you first start using Syncro, or have many edits or additions to make to your Products, it's best to export your inventory to a CSV file, make the changes in Excel (or another spreadsheet program), and then import the file into Syncro.

Use the Products.csv Template

To import your products and/or services into Syncro, follow these steps:

Navigate to the Products & Services page (if you don't see this option in your primary navigation bar, first select the More > dropdown):

From the Inventory Modules button menu, select "Export to CSV":

A products.csv file containing any default/existing Products and/or Services downloads to your machine.

Open products.csv, modify the content (with the exception of the header row), and save the file.
Tips:

Unless you've exported your inventory from Syncro or the row contains an existing product (already in your current inventory), the 'id' column should be left blank.
If you are adding items with quantity, make sure the 'maintain_stock' column contains the value TRUE.
If the item is taxable, make sure the 'taxable' column contains the value TRUE.
If you are using product categories, make sure those categories have been created in Syncro before you import.
Don't use the $ symbol when filling out costs or price.
If your UPC codes are long, make sure that Excel isn't shortening them using scientific notation prior to importing.
If the ‘delete’ column contains the value TRUE and there is a product with an ‘id’ that matches, that product will be deleted.
The name of the product should be unique.

From the Inventory Modules button menu, select “Import.” The Product Import page displays:

Tip: An alternative path to this page is via Admin > Inventory - Inventory Import.

Click Choose File, select your updated products.csv, then click Import. A message appears at the top of the Products page, letting you know you'll receive an email when the import is complete. The email you receive contains a link that takes you to the Import Results History report:

Tip: You can also navigate to the Import Result History report via Admin > Reports. Then click Import Results (the button in the upper right corner).

About the Columns in Products.csv

The table describes each of the columns in the Products.csv template:

Column Name	Description
id	IMPORTANT: Do not edit the values in the id column! Inventory items that are already in the system have a unique value Syncro generates. Leave this value blank for items that are brand new.
name	The name of the item, and a required field.
description	Describes the item in more detail, and a required field. The description is searchable.
maintain_stock	TRUE or FALSE. Use if you want Syncro to keep track of the item's quantity. So if 1 out of 3 items are sold, Syncro updates the quantity to 2.
quantity	The number of items currently in stock. Set maintain_stock to TRUE if you're tracking quantity for the item.
condition	Set to ‘used’ or any other condition you want. Useful if you're purchasing from the public and refurbishing/re-selling items and you need to track which are new vs. used.
warranty	The name of the warranty template you want to associate with the item. Note: Find these under Admin > Inventory - Warranty Templates. See also 'warranty_template_id'.
created_at	Syncro driven; do not edit.
updated_at	Syncro driven; do not edit.
sort_order	Set which page of the POS system the item will be assigned to. Adding a lower number makes the item appear first in the default list.
disabled	Mark this TRUE or FALSE to disable or enable an item.
reorder_at	Number that specifies how low a quantity you want an item to reach before considering it "low stock." This can be useful in Purchase Orders.
taxable	Mark this TRUE or FALSE to apply/not apply your tax rate to the item when it is sold.
product_category	If you have categories or wish to categorize your inventory with the default categories, type which category the item should go into. Note: Edit/view categories under Admin > Inventory - Preferences.
upc_code	A searchable code you can type or scan. You can either make one up, or use the item's existing UPC code.
discount_percent	If you are discounting the item, specify the percent as a whole number. Do not include the % sign.
warranty_template_id	If you have an existing Warranty Template you can copy the number from the URL when you edit the template, and paste it here to apply that template to an inventory item. Note: Find these under Admin > Inventory - Warranty Templates.
vendor_id	The ID associated with a Vendor name. See also ‘vendor.’
desired_stock_level	The ideal amount (QTY) you'd like your inventory to be at. This is helpful for re-ordering stock.
notes	Specify notes if an item has any special information you need to capture.
tax_rate_id	Edit any of your tax rates and copy the numeric identifier from the URL on the edit page and place it here to apply that tax rate. Note: Find tax rates in Admin > Invoices - Tax Rates. See also Configure Tax Rates.
xero_item_id	This will only be populated if your account is using the Xero integration and has synced Products. This ID links the Syncro product to the corresponding one in Xero. IMPORTANT: Changing this ID should be done with caution, as it can lead to invoice and product sync issues.
qb_item_id	This will only be populated if your account is using the QuickBooks integration and has synced Products. This ID links the Syncro product to the corresponding one in QuickBooks. IMPORTANT: Changing this ID should be done with caution, as it can lead to invoice and product sync issues.
serialized	Specify TRUE if you want the item to be serialized, FALSE if you don't.
delete	Specify TRUE if and only if you wish to permanently delete an item. Disabling items is recommended over deletion.
price_retail	The amount you are selling this item for.
price_cost	The amount this item cost you.
price_wholesale	If you have enabled the wholesale pricing feature you can set a secondary retail price for a product. You might use this to sell in bulk, or to another retailer, for example.
vendor	Copy the Vendor name into this field from Admin > Inventory - Vendors. If you have Vendors for your inventory, you can easily create and submit Purchase Orders. See also ‘vendor_id.’
serial_numbers	The serial number(s) for your item.

Line Item Types for Recurring Invoices

2025-01-12T19:15:12Z

This document describes each of the Line Item Types you can select for a Recurring Invoice.

Read on, or watch this short video to learn more:

Prerequisites

You're working with a Recurring Invoice.
You have a list of products and/or services in your Inventory. See Create a Product or Service for more information.

Standard Line Item

Use the “Standard Line Item” type to add a line item for a Product or Service (such as Labor or a physical good you sell) each time the invoice is generated.

Enter a Name to look up and select a desired item. Syncro may prefill the other fields with available information:

Change any values that you want, then click Add Item to Template.

Asset Counter

Use the “Asset Counter” recurring type to dynamically add line items based on the number of Assets an Organization has:

You must enter a Name and a Description for the line item. Name is a searchable field tied to the Products & Services you've defined as your inventory.

Then, select from either the Asset Type or Asset Search dropdown menus:

If you select an Asset Type, Syncro will count how many Assets that Organization has that are of the selected Asset Type, and add that number as the line item quantity. For example, if an Organization has three Assets with the type "Printer" and you selected that type in the Asset type dropdown, it will add a quantity of 3 of that line item to that recurring Invoice.
Alternatively, when you select a Saved Asset Search, Syncro will bill for all assets that meet that search criteria.

If you're using Universal Billing, the “Bill for All Units” box is checked by default, but you can uncheck it to enter a numeric value in the “Only Bill for Units Above This Amount” field. Optionally, you can check the “Include Line Item on Invoice When No Charge Occurs” to show your clients what they're getting without being charged.

You must enter a Price. You can optionally enter your Cost, and check the box if this line item is to be Taxable or a One Time Charge.

Click Add Item to Template when you're finished.

Syncro automatically populates the Current Quantity, based on the number of Assets that meet the criteria you specified:

Example

If you have mixed assets, such as some on policy A, some on policy B and some on C, you may want to break these out into different line items. To do this, you could flag assets with a custom field and create a Saved Asset Search (assuming you have three packages in total this would work universally for all customers).

In the example below, we added a custom Mixed checkbox to the Syncro Device asset type:

Customer Contact Counter

Use the “Customer Contact Counter” recurring type to dynamically add line items based on how many End Users in the Organization are using the product or service:

You must enter a Name and a Description for the line item. Name is a searchable field tied to the Products & Services you've defined as your inventory.

Optionally, click the Contact Field Type dropdown menu to select an End User custom field . Syncro will then count only the End Users with that field specified rather than all End Users in the Organization.

You must enter a Price. You can optionally enter your Cost, and check the box if this line item is to be Taxable or a One Time Charge.

Click Add Item to Template when you're finished.

Syncro automatically populates the Current Quantity, based on the number of End Users your Organization has:

Remote Access - Contact Counter

Use the “Remote Access - Contact Counter” recurring type to dynamically add line items based on how many End Users in the Organization are using Remote Access services. This line item type will automatically update to count the number of End Users with remote access enabled in their settings so that you always automatically bill accurately for this service.

Note: If you plan to bill End Users for remote access, you should add a Product for it before following these steps. See Create a Product or Service for more information.

You must enter a Name and a Description for the line item. Name is a searchable field tied to the Products & Services you've defined as your inventory.

You must enter a Price. You can optionally enter your Cost, and check the box if this line item is to be Taxable or a One Time Charge.

Click Add Item to Template when you're finished.

Syncro automatically populates the Current Quantity, based on the number of End Users in the Organization who have remote access enabled:

Policy Folder

Use the “Policy Folder” type to have Syncro count the number of assets in the selected Policy Folder and multiply that number by the Price. This type dynamically updates each time the recurring invoice generates.

Notes:

Whenever you add or subtract assets, Syncro will automatically adjust this line item each month, and bill accordingly.
If you add a billable item in the middle of the billing cycle, Syncro will start billing on the next billing cycle.
For example, if you charge a $10 fee for remotely monitoring and managing servers each month, and your client has 15 servers for that month, Syncro automatically updates the Line Items on your recurring invoice accordingly:

Enter a Name, such as “Servers Policy” to look up and select the desired item from your Products list. Syncro prefills some fields with available information:

Use the Policy Folder dropdown menu to select the folder you want to bill for. If you want the count to include assets contained within sub-folders, check the “Bill For All Assets Within Nested Folders” box.

When finished, click Add Item to Template.

Vendor Usage Counter

If you have third-party or vendor integrations that support Universal Billing and want to use it, select the “Vendor Usage Counter” Recurring Type. (See also the Vendor Usage Report.)

Start typing then select a Vendor Name, such as Proofpoint or Syncro Cloud Backup. The system pre-populates the Vendor Product list based on this selection.

For Microsoft Products

There are over 500 Microsoft SKUs. For simplicity, when associating a Microsoft license or licenses to a recurring invoice, the SKU dropdown list only contains licenses that exist in the mapped tenant.

Note: Microsoft maintains an incomplete list of their licenses. While many/most licenses will have a mapped Microsoft Product Display Name (e.g. Microsoft 365 Business Premium), some licenses may not have a corresponding mapping and will be displayed by their retrievable String ID (e.g. O365_BUSINESS_PREMIUM).

The system also appends the number used compared to the total available licenses (e.g., 5/5 licenses):

For Syncro Cloud Backup

For Syncro Cloud backup, the system appends the number of licenses in parenthesis to the Vendor Product name:

This quantity—and the Current Quantity of the Line Item—will be zero until the polling for Universal Billing has run (12 a.m. PST):

To avoid billing delays, avoid adding new backups on the last day of billing.

For Other Products

If a part number is present for a given vendor's product, the system appends that part number in parenthesis to the Vendor Product name.

The Syncro Product Name and Syncro Product Description fields help avoid confusion between vendor SKU/product descriptions and the products they are being billed as. (In other Recurring Types, these are the Name and Product Description fields.)

If you're using Universal Billing, the "Bill for All Units" box is checked by default, which means Syncro will count and bill for all units.

Unchecking this box allows you to wait until a certain threshold is met before generating a charge. For example, if 10 units are already included as part of the Organization's managed services contract, you can enter 10 in the “Only Bill for Units Above This Amount” field. Anything over 10 will be counted and charged at the rate you specify.

Note: For Microsoft licenses, the system displays the "Bill For" as a dropdown menu. This choice is granular and can be selected for each Microsoft license in the mapped tenant. Selecting “Units Above a Specific Amount” displays the additional fields described above.

Optionally, check the “Include Line Item on Invoice When No Charge Occurs” box to display zero-dollar charges as line items on the invoice. This can help remind people of the value they're getting.

When you're finished, click Add Item to Template.

Review, Edit, or Delete Recurring Invoice Line Items

Regardless of the type(s) you select and add, Syncro displays all of the line items in the Line Items section:

Here you can inline-edit the Description, Taxable, and Price fields, delete the line item, or reorder multiple line items using the reorder () icon.

Display the Billing Period in a Line Item Description

To display the billing period on a recurring invoice, add the tag {{billing_period_range}} in a line item Description on that invoice like this:

When Syncro generates the recurring invoice, the line item will look like this:

Search For & Restore Data Quickly

2025-08-07T21:08:15Z

Any Syncro Users who have appropriate security permissions can quickly search for, recover, and perform restores for Microsoft 365 and Entra ID data directly from Syncro.

Restore Options & Recovery Scenarios

Here are some of the restore options and recovery scenarios in which these options might be useful:

Restore Options	Available for Object Types	Possible Scenarios
To an existing/Source Tenant	All content that can be restored, with the exception of: Bitlocker keys (copy only), Entra ID Sign-in and Audit logs (export only), and Teams private chats (download only).	Restore to a source Tenant for standard recovery. Use when recovering lost or corrupted data within the same Organization.
To a new/Target Tenant	Users, Groups, Custom Roles, Conditional Access Policies, Apps (including Registrations and Enterprise apps), Admin Units, and Devices (including Device Configurations and Compliance Policies)	When you're recovering data for a different Organization or migrating to a new setup (e.g., mergers/acquisitions or rebranding). Restore to a target Tenant when duplicating data for migration, Tenant split, or sandbox testing. (Think of Target as “make a copy elsewhere.”)
All or selected data	All Entra ID modules that support data restoration. The download from a selected time range option is available for Entra ID Sign-in and Audit logs. Bitlocker keys can only be copied individually. Supports per-user, per-service restore for OneDrive and Mail. “All Data” includes all selected user's emails, OneDrive files, and restore for selected items or folders. Supports per Site/Team restore for SharePoint/Teams, including selected items/folders, restore per Teams channel, and option to filter by time range. Note: Planner items can only be restored individually.	Restore selected data for targeted recovery (e.g., “Recover only Finance's 2023 Q4 folder”), or after ransomware for known-affected files. This can save both time and storage.
With specific permissions, membership, or role assignments	Permissions can be restored for Teams, Teams channels, SharePoint Sites, and SharePoint lists. Memberships and/or Role Assignments can be restored for Users, Groups, Roles (Built-in and Custom), Enterprise applications, Admin Units, Device Configurations, and Device Compliance Policies.	These options help ensures that restored content maintains the correct access controls; it's ideal for Entra ID Groups, Teams, and SharePoint where permissions matter. Use this for compliance-sensitive data or multi-user projects.

Restore Microsoft 365 & Entra ID Objects

Cloud Backup includes data for both Microsoft 365 and Microsoft Entra ID objects. Here's an example:

For step-by-step instructions, click the link that matches what you need to restore:

For Microsoft 365	Microsoft Entra ID
Mailboxes & Emails Calendars & Entries Contacts OneDrive Folders & Files SharePoint Sites & Teams Files Microsoft 365 Lists Teams Chat Messages OneNote Notebooks Planner Plans	Users Groups Roles Conditional Access Policies Devices (Devices, Configurations, and Compliance Policies) View & Copy Bitlocker Keys From Entra ID Backup Admin Units Applications

Notes:

The time it takes to restore data from a backup depends on the amount of data being restored. Please set expectations accordingly.
All backup and restoration actions are recorded in the Audit Log.
There are currently some limitations to simultaneous restores. For Mail, OneDrive, Contacts, and Calendars, there can only be one active restore per user. For SharePoint/Teams files, there can only be one active restore per Site. For other services (i.e., EntraID, Teams Chats, and Planner), there can only be one active restore per Tenant.

Tip: Once you're in the Backup Portal, use the keypad () icon to switch back and forth between the Microsoft 365 and Entra ID Data.

Hardware Security Keys

2024-05-30T23:49:27Z

A Hardware Security Key is a physical device used as a second authentication factor to enhance security. It generates a unique code for each login attempt, which is required in addition to the user’s password or biometric data.

Security Keys are commonly used in two-factor authentication (2FA) or Multi-Factor Authentication (MFA) protocols, which require users to provide at least two forms of authentication to access a system or device.

About Syncro & Hardware Security Keys

IMPORTANT:

Adding hardware security keys will not completely stop a bad actor from accessing your Syncro account, but doing so is likely to slow them down and require them to find other ways to gain access.
If at any point you change your subdomain, all your security keys are invalidated and you can't use them. You'll need to remove and re-add them under the new subdomain.

You must first enable MFA to add a hardware security key.

Syncro currently supports the following hardware security keys:

Any FIDO U2F key is supported (YubiKey, Google Titan Keys)
Any hardware + OS that supports WebAuthN/Platform U2F (Windows Hello, FaceID, TouchID)

You can add as many keys as you want; Syncro recommends registering more than one hardware security key so you have backup in case one is lost. You can still use regular Multi-Factor Authentication (MFA) if you enable hardware security keys.

Users cannot share a key on the same Syncro account. However, you can use a key more than once if it's for a different Syncro account. On different apps (like Okta or GitHub), you can use the same key for multiple platforms.

Add a Hardware Security Key

To add a hardware security key, follow these steps:

Log into your Syncro account.
Navigate to your Syncro User Profile and select Profile/Password.
In the Multi-Factor Authentication section at the bottom of the page, click Hardware Security Keys:

The Your Security Keys page displays.
Click Register Security Key.
Enter a nickname for the key that you'll be plugging to help you identify it. Click Register.
Notes:

Nicknames for security keys must be unique.
If your hardware security key is an USB key, insert and tap if necessary.

Your browser continues the rest of the setup. Your browser will give you options for both hardware keys (YubiKeys, Titan Keys) as well as platform keys (Windows Hello, TouchID, FaceID). Syncro displays a success message and your hardware security key appears in the Security Keys table with the date registered:

Syncro also sends an email notifying you of the addition of the hardware security key:

When a hardware key is active, Syncro prompts users to authenticate with it (e.g., with a thumb press) after entering their email and password:

Remove a Hardware Security Key

Login to your Syncro account.
Navigate to your Syncro User Profile and select Profile/Password.
In the Multi-Factor Authentication section at the bottom of the page, click Hardware Security Keys.
Click the Delete (trash can icon) for the security key you want to remove.
Click Delete to confirm. Syncro displays a success message and your hardware security key is removed from the Security Keys table. Syncro also sends an email notifying you of the removal of the hardware security key.

Troubleshooting

First, if you've changed your subdomain all your hardware security keys are invalidated and you can't use them. If at any point you change your subdomain, all your security keys are invalidated and you can't use them. You'll need to remove and re-add them under the new subdomain.

Second, hardware security keys are an additional layer, not a replacement, for Multi-Factor Authentication (MFA). Therefore Admins cannot remove hardware security keys because they are managed by individual users.

However, if a user is set up with a hardware security key but does not have the key on hand, they can click the “Use Authenticator App” link to revert back to authenticating with an MFA code.

If a user can't authenticate with MFA, then it will be necessary to begin MFA recovery:

Admins can also can reset MFA in the even that an MFA lockout occurs. See “If a User is Locked Out” for details.

View the Audit Log

2025-07-11T12:03:40Z

The Audit Log gives Syncro Users with appropriate security permissions visibility into all user actions within the Backup Portal.

This includes, but isn't limited to, accessing data, initiating restores and backups, modifying consent, and modifying backup settings. The log's primary function is to help you track and review user-based activities within a backup instance.

Tip: The Audit Log does not contain information on backup or restore statuses, such as completion times or failures. You can find this information in the Task Manager.

Navigate to the Audit Log

Follow these steps to view the Audit Log:

Navigate to any Syncro Tenant's Details Page.
In the Cloud Backup section, click Manage, then select Audit Log.
Note: If you're already in the Backup Portal, you can access the Audit Log from the User Profile menu in the upper right.
Audited events display in chronological order with the newest shown first:

Filter Audit Log Data

Use the dropdown menus to filter the events shown based on:

Actor: A list of signed-in users who performed action(s) in the Backup Portal. The options include: “System,” and “All,” followed by a list of specific users.
Event: A list of action(s) taken or events that happened (e.g., “Emails were accessed” or “SharePoint restore was initiated”). You can select more than one Event at a time.
Target User: A list of users who were affected by the action (e.g., the user whose emails were accessed). This is a single-select field.
Time Range: The time period when the action(s) were taken. Options include Last Week, Last Month, Last Year, or select a Custom date range from the calendar.

Note: The filters only display relevant Actors/Events. If, for example, a certain Actor is not visible in the Actor filter, that user has not taken any action in the Backup Portal.

Tips: Click the slanted triple line () icon to clear the filters. Click the refresh () icon to refresh the Audit Log for new entries.

About Audit Log Entries

The Audit Log lists all user actions that have taken place in the Backup Portal, with the following exceptions:

A signed-in user accessing his/her own OneDrive or Mail folders, and
A signed-in Administrator browsing shared organization data (SharePoint & Teams)

Notes:

If a user restores or downloads their own data, or an Administrator restores or downloads shared organization data, these actions are visible in Audit Log.
Entries cannot be deleted from the Audit Log, nor can entries be added manually.

What appears in the Details column of the Audit Log depends on the Service restored and/or downloaded:

Mail: For email folders, the folder name is shown. For single or selected emails, the email subject(s) is shown.
OneDrive/SharePoint: For file or folder restores, destination accounts and/or folders, SharePoint lists/OneDrive, the folder and file names, as well as paths of all restored files are shown. Click the ellipsis icon to view the full list of restored files.
Backup settings: When backup settings for user or organization Services have been modified, both the old and new settings are shown. Click the State Before () icon to view the original settings. Click the State After () icon to view the new settings.

Audit Log Entry Examples

Here are some example entries for the Audit Log:

Organization backup settings were modified: This example shows the settings were changed for backups as part of the initial configuration, which is why no user is associated with the change. For subsequent actions, this entry would also include the user who made the change:

Emails were accessed: This example shows the user whose email was accessed and which folder of emails was accessed:

SharePoint backup was initiated: This example shows the user who initiated a backup of SharePoint:

Mail restore was initiated: This example shows that a Restore was initiated for the user, and it shows which specific email was targeted in the restore:

SharePoint restore was initiated: This example shows which List and which site were restored for SharePoint:

Teams restore was initiated: This example shows the Team ID that was restored, along with the Channel:

June 2024 Release Notes

2024-06-25T14:04:35Z

Halfway through 2024, Syncro is keeping up the momentum in innovation and platform enhancements as we continue to evolve. We’ve recently launched several updates, including detailed time entry for ticket comments, multiple outbound emails, and various bug fixes.

These improvements cover updates made from May 9th through June 12th.

New Features

Detailed Time Entry For Ticket Comments

Forget to add an update to a Ticket from a prior day? No problem.

We’ve added the ability to optionally enter starting and ending times directly to a Ticket when entering comments.

You can create a new comment and backdate the timer entries to keep your time log accurate. In fact, you have the flexibility to set the Ticket timer entry to any date—past, present, or future:

Read more here: Choose a Date for Ticket Timer Log Entries.

Multiple Outbound Emails

Looking for more flexibility when sending emails through the Syncro platform?

Multiple Outbound Email is an update to our existing Mailbox feature which expands its functionality, allowing more than a single Outbound Email address from Syncro. This enables our partners to have distinct Support@ and Billing@ email addresses sending emails directly from Syncro.

We have grouped all outbound email into 3 sender categories:

Support
Billing
Marketing

Additionally, this update adds support for Microsoft’s Graph API authentication in Microsoft O365. Further we have added the ability to have multiple SMTP connections so you can have a unique SMTP connection for each of your Outbound Mailboxes.

Read more here: Configure Outbound Email Categories.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some improvements and fixes we've made in this release:

We now pre-populate “Run as” when selecting any favorite scripts on Asset Show page.
Fixed bugs with O365 appointment sync and O365 SMTP authentication.
Resolved an SMTP auth notification issue.
Addressed rate limiting on the Tickets index page.
Fixed an old message truncation bug in outbound email and an address mismatch in outbound ‘from’ on invoices.

Topaz Signature Pad

2024-11-18T11:06:57Z

Note: This document has been imported from the former KB and has not yet been verified.

Buy a Signature Pad

We recommend the mid-range model that supports the e-ink so people can see what they were writing.

Download the second installer below for it. It will ask what model/series you have, and ask you to reboot.

Download Plugin

If you want to just download the installer, here are the direct links.

Models ending in: -BSB-R and -BBSB-R
https://www.topazsystems.com/software/sigwebbsb.exe

Models ending in: -HSB-R, -BHSB-R, and -B-R
https://www.topazsystems.com/Software/sigweb.exe

Enable Signature Pad

Visit Admin > Invoices - Preferences. Check the Enable Topaz Signature Pad box and then click Save.

Now after you take a payment, and for the Intake Form, the signature pad will be changed to use the Topaz browser plugin.

Visits to that page should activate the plugin when the page loads - and it should be ready to accept a signature.

After the customer signs, click the Save button to save it and trigger the receipt to print, it should include that signature in the printout.

*Note, printing is a second or two slower with signatures. When we build the PDF we have to also build the signature image which takes a second.

Troubleshooting

If you do get it installed and it's not working, here are some things to try:

You might have an outdated certificate from Topaz that is blocked. You can download the following file and run it as an Administrator, then reboot your system.
https://www.topazsystems.com/software/sigweb_update_Cert21.exe
Go to https://www.topazsystems.com/demos-source.html and click the Web tab to try a demo. If you try one of those first couple tests, and they work, that means you probably have a working installation.
Reinstall the Topaz SigWeb Plugin. You can uninstall the previous versions of any Topaz software from the Control Panel first if you already have some software installed. It's important that you download and install the plugin from this knowledge base article and not the main Topaz website. Check the model number on the back of your signature pad and download the corresponding plugin above.
Check if you have a Topaz Service running. You can do this by opening up your Start Menu, typing "Services.msc" (without quotes), and then searching through that list for a Service that starts with "Topaz". If you do not see a service there, you may have to reinstall the Topaz SigWeb Plugin.

About the Invoice Details Page

2025-01-16T14:39:43Z

An Invoice's Details Page is exactly like the page Syncro displays when you create an Invoice.

This document provides more information about the information sections at the top, and the Invoice-specific actions bar.

Invoice Information

At the top are two collapsible/expandable information sections: Bill to Customer and Invoice Details. In both sections, you can use the caret in the upper-right corner to display more or less information:

Bill to Customer Section

Expanded by default, this section displays information about the customer associated with the invoice: Business Name, Assigned Contact, Name, Email, Invoice Email, Address, and Get SMS (true/false).

Tips:

The Name hyperlink opens the Customer Organization's Details Page. The Email hyperlink allows you to email them directly from here. The Address hyperlink displays their address in Google maps.
Click into the Invoice Email field to inline add one or edit this value.
Click “None Assigned” dropdown to select an existing end user for the Assigned Contact field. Alternatively, select the "+New User" option at the top of the list to create one in a pop-up window. When there is an Assigned Contact, you can click the profile () icon to open their End User Details Page in a new browser tab.

Third-Party Billing

By default, Syncro creates the invoice for a customer listed on a ticket.

However, there are times when a ticket is being worked on for one customer, but another customer is going to pay the bill. This is where third party billing comes into play.

To change the customer being billed on an invoice, follow these steps:

Click Change Customer in the upper-right of the Bill To Customer section. Syncro displays the Attach Transaction to a Different Customer pop-up window:
Start typing the customer's name, then select from the results that display.
Click Change Customer to save the change and close the pop-up window.

If the invoice was linked to a ticket, Syncro adds a new section called Ticket Customer (Job) to the invoice. This is so you can see both the original customer (associated with the ticket) as well as the new customer to be billed all in one place:

Note: If you change the customer on an invoice that isn't linked to a ticket, Syncro only updates the Bill to Customer fields.

If you want to revert back to the original billing customer for an Invoice, just repeat the steps above.

Invoice Details Section

This section provides several details about the invoice; most of them can be edited in-line by clicking into the cell and providing the new information:

Some fields to note:

Invoice Name: Click the dash to give this invoice a descriptive name, which displays in the Invoices table. Enable Invoice Name under Admin > Customers - Preferences. Adding a name also allows you to use the {{invoice_name}} tag to display the name on your invoice PDFs.

While specified for the Customer, you may want to select a different:

Invoice Template: You'll find Templates for Invoices under Admin > Invoices - Templates. The Invoice Template is also displayed as a column in the Invoices table.
Payment Term: While set for the Customer, you may want to select a different one. See also: Organization Fields Reference.
Tax Rate: While set for the Customer, you may want to select a different one. See also: Organization Fields Reference and Configure Tax Rates.

Invoice Actions Bar

The Invoice actions bar in the upper right of an invoice provides several choices, depending on whether the Invoice is paid or unpaid:

Take Payment: (Displays only if the invoice is unpaid.) Click to record a payment for this invoice. See Manage Invoice Payments for more information.
Edit: Click to display the edit page for this invoice, which allows you to make modifications, including an update to the Related Ticket:

Click Update Invoice to save your changes.
Actions: Available choices in this button menu change based on the status of the invoice:

Choice	Description	Paid	Unpaid
Quick Payment	Select to quickly mark the invoice as paid without choosing a payment method. See Manage Invoice Payments for more information.		√
Ad-hoc Email	Select to send a custom message along with the Invoice, with or without an attached Invoice PDF. (This option is only available when the “Receive Billing Emails” box is NOT checked in the Customer's record.)	√	√
Refund	Select to begin a partial or full refund of the invoice. See Refunding for more information.	√
Email	Select to send an optional custom invoice message to the customer's email and/or invoice or payment receipt PDFs.	√
Snail Mail	Select to mail a physical copy of the invoice if you have purchased "stamp" credits for your account. New accounts are eligible to buy stamp credits 30 days after purchasing Syncro. Our 3rd Party Provider is Lob and aims to get your mail into the USPS mail stream within 2 business days of submission. Note: Displays only if you have active snail mail credits or if you've used them previously.	√	√
Add Attachment	Select to upload a file that will be attached to this invoice.	√	√
Make Recurring	Select to create a recurring schedule for this invoice. See Create a Recurring Invoice for more information.	√	√
Clone	Select to create a duplicate of this invoice, which you can associate with a new customer or the original customer.	√	√
Delete	Select to delete the invoice.		√
Re-Sync to QuickBooks	Note: Displays only if a QuickBooks integration (Online or Desktop) is configured.	√	√
Re-Sync to Xero	Note: Displays only if a Xero integration is configured.	√	√

PDFs: Select to view, download, and/or print a PDF version of the Invoice or Packing Slip.

Drive Revenue With Leads & Mailer

2025-10-09T19:22:30Z

This guide focuses on customer acquisition and communication, outlining how to verify lead settings, convert unmatched emails into new organizations or tickets, and leverage the Mailer feature to send targeted email marketing campaigns.

Step 1: Verify Leads Settings

The Leads module provides a single location for you to manage communications from people that Syncro was unable to automatically link to an existing Customer Organization.

A Lead is an inbound communication into Syncro from an external source, most commonly through inbound emails. Many times Leads come in from existing Organizations, but in some cases they're new prospects.

The settings for Leads are automatically set for new accounts, and there aren't many cases where you'll need to edit these. However, it's a good idea to learn what each setting does in case you experience any unexpected behavior in your Syncro workflows.

Review what each of the Leads settings does. You'll find these under Admin > Leads - Preferences.

Step 2: How Leads Get Created

Snippet: Leads

The Leads module acts as the central inbox for all inbound emails in Syncro. Any

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Navigate to More > Leads and create a new Lead, using an email address that doesn't currently exist in your Syncro account and can't be matched to any email rules.

Step 3: Actions You Can Take on Leads

Review Unmatched Emails

When you see the bubble with the number next to your Leads tab, it's a good idea to review Leads that come from unmatched emails. You might also prefer to do this on some regular cadence, like once a week.

Mark a Lead as Spam

If the Leads generated for emails are junk, mark them as Spam. Doing this will block the email address associated with the Lead from generating further messages in Syncro.

Convert a Lead Into a New Organization and/or Ticket

When you click into a Lead, you decide whether you want to convert a prospect to a new Customer Organization and/or turn the Lead into a Ticket for the Organization. You can also track information about the Lead using the Sales Funnel fields.

Navigate to Leads and process the one you entered in Step 2. Either mark it as spam or convert it into a new Organization and/or Ticket. (Bonus: If you keep the Lead, enter some information into the Sales Funnel fields.)

Step 4: Send Mailer Campaigns

If you've brought in some new Customer Organizations through Leads, you may want to help them get to know you better by sending some emails about your products and services.

Note: Organizations and/or End Users will only receive mailer campaign emails when the “Receive Marketing Emails” box is checked in their Communication Settings and Emails section, respectively.

Snippet: Mailer

Syncro's Mailer allows you to set up a variety of campaigns to keep in touch with

[insert-question 3540193]

Navigate to the Mailer, then either start a campaign or create a new mailing.

Now that you have a basic understanding of Leads, here are some other things you might want to learn about or revisit:

Automate Tasks with Email Rules

2024-06-20T19:35:35Z

Using Email Rules in Syncro, you can map inbound emails to a particular Organization, or even an End User.

If you've created an inbound mailbox for your Syncro account, you can enable a setting that automatically creates Tickets and assigns them to a specific User. (See Automatically Create Tickets from Inbound Emails for more information.) You can then use Email Rules to get more granular about directing inbound emails (e.g., using a “From” address, and/or word(s) in an email's “Subject” field).

Note: You cannot use popular free email services like Gmail for email addresses. This is because Email Rules are designed to work with the domain. Using a popular free email service would cause all the emails from that domain to go to a single customer, so they are not available for use.

This document describes the following ways you can create, edit, and use email rules to increase your efficiency.

You can read on, or watch this short video to learn more:

Create Email Rules

To create Email Rules, follow these steps:

Navigate to Admin > Emails/SMS - Email Rules. Syncro displays the Email Reading Rules table:
Click +Create New Email Rule. Syncro displays the New Email Rule page:

Note: No specific fields are required, but at least one field should have a value. See also Examples of Email Rules.
Enter an Email Address and/or Subject Filter. Think of these fields like any email filter. You can use both, one or the other, and/or input partial or full addresses/subjects.
Start typing an Organization Name in the field to search and select from a list of your existing customers.
Use the Assignee dropdown to select a Syncro User from the list. See also: Add & Assign Users to Security Groups.
Use the Mailbox dropdown to select a configured mailbox. See also: Automatically Create Tickets from Inbound Emails.
Check the “Auto Create Contact Under Above Customer?” box if you want Syncro to automatically create a new End User if the email doesn't match any existing Organizations or End Users.
Click Create Email Rule. Syncro displays your new rule in the Email Reading Rules table:
If you selected an Organization Name in step 4, that Organization's Details Page also displays an Email Rules section at the bottom:
If necessary, use the triple-line () icon to reorder your Email Rules.
IMPORTANT: Syncro applies Email Rules in order from the top down. If the first rule does not apply, Syncro continues to check the list until it finds a rule to apply. This ensures multiple rules do not cause duplications. Once the criteria for an email rule is met, Syncro will not process additional email rules.

Use the Auto-Create Contact Shortcut

Instead of following the steps above, you can quickly create and/or edit an Organization to create an inbound email rule for that Organization's domain(s).

Syncro will automatically map inbound emails that match the domain(s) to the Organization and create a new End User when a new sender email is noticed.

To use this shortcut for email rules, follow these steps:

Navigate to the Organizations tab.
Search for and select an Organization's name to open their Details Page. In the upper right, click Edit. (Or, follow the steps in Work with Organizations to complete the “Information” subtab first.)
Click the “Custom Fields” subtab.
In the Email Domain(s) field, enter your Organization's domains. (Press enter after each one.):

Note: Using the @ symbol in the domain is optional. You could type either @domain.com or domain.com.
Click Save Changes (or Create Organization). Syncro displays the Organization Details page. An Email Rules section appears at the bottom, and Syncro will automatically create and attach these Email Rules to your primary mailbox:

Note: Though created from the Organization, this Email Rule also displays in the Email Reading Rules table (Admin > Emails - Email Rules).

Edit Email Rules

To edit an Email Rule, follow these steps:

Navigate to Admin > Emails/SMS - Email Rules. Syncro displays the Email Reading Rules table:
In the Email Address column, click a hyperlinked domain to open the Edit Email Rule page. You can also click the Edit (pencil) icon.
Make any desired changes to the fields.
Click Update Email Rule to save your changes. Syncro redisplays the Email Reading Rules table.

Delete Email Rules

To delete an Email Rule, follow these steps:

Navigate to Admin > Emails/SMS - Email Rules. Syncro displays the Email Reading Rules table:
Click the red X icon in the appropriate row to delete the rule.

Alternatively, you can delete an Email Rules for a specific customer:

Navigate to the Organizations tab.
Search for and select an Organization's name to open their Details Page.
Scroll to the Email Rules section at the bottom:
Click the red X icon in the appropriate row to delete the rule.

Examples of Email Rules

This section describes some examples of how you might use Email Rules.

Email Address Example

Maybe you receive emails from many employees at the same company, and want to auto-create an End User for every new email that comes into Syncro.

To do this, set the Email Address field to the company's domain (e.g., medcorp.com) so that any inbound email containing their domain will attach to the correct Organization.

Then check the “Auto Create Contact Under Above Customer” box so if that End User doesn't exist, Syncro creates one for the resulting Ticket.

Subject Filter Example

Let's say you want any emails with a Subject containing medcorp to attach to your Organization named “Medical Corp.”

To do this, enter nothing in the Email Address field. In the Subject Filter field enter medcorp.

Then select your "Medical Corp" Organization in the next step.

Auto-Assign Tickets to an Employee

If you are auto-creating Tickets from your Leads, you can have an Email Rule auto-assign the ticket to one of your employees (i.e. a Syncro User).

To do this, use the Mailbox dropdown to select the Syncro User's email. Alternatively, select one from the Assignee field.

Additional Email Tips

Note: These email tips do not require using Email Rules.

Forward Emails into Syncro

If you want to forward emails from End Users into Syncro, you can do that from their email. The resulting Lead/Ticket will have the information attached properly.

For example, let's say someone emails a Technician's personal email address. When that Tech forwards the email to a Syncro Mailbox, Syncro can see who the email was forwarded from and assign the correct End User.

Note: For Syncro to recognize the email as a forward, the Subject must contain "FW:". This ensures Syncro parses the email for the correct End User data.

Attach an Email to an Existing Ticket

It's possible to add a Public Note to a Ticket Communication in Syncro by emailing your Syncro inbound mailbox and formatting the subject line to include TICKET:1234.

TICKET must be capitalized, followed by a colon. Replace 1234 with the ticket number you want to attach the email to.

Automatically Copy Someone on a Created Ticket

If you have the "Create Tickets from Leads" box in Ticket Settings checked and a customer sends you a email with someone copied on it, Syncro automatically adds the person copied under the Additional CC's in the Ticket Info section. There's nothing you need to do.

See also: About the Ticket Details Page.

Control Email, Boost Delivery

2025-09-21T17:22:55Z

This guide explains how to optimize email deliverability and branding by configuring custom-branded mailboxes, setting up verified email domains and SMTP, managing outbound email categories for support and billing, and customizing PDF and email templates.

Step 1: Decide How You'll Send & Receive Emails

Syncro sends emails on your behalf and receives emails from your end users into the system. When you're first setting up your Syncro account, you'll be using our default, Syncro-provided email/Mailbox. This is great for trials and initial demos, but you'll want to move to another delivery option as part of product configuration.

While we'll go over both the custom-branded mailbox and SMTP options here, we strongly recommend that your bring your own SMTP. SMTP gives you ultimate control over deliverability and branding. With either option, you can set up multiple outbound emails to send billing and marketing emails from their own dedicated email addresses while preserving one for support.

Read over Syncro Email Options for Maximizing Deliverability and make sure you understand the differences between the options described there. Then navigate to More > Admin and find the Emails/SMS category where we'll be working.

Step 2: Configure a Custom-Branded Mailbox

Since it's a legitimate option—and to test SMTP you'll need to have at least one Outbound Mailbox configured—let's start here.

To create and then activate a mailbox, you'll need an email address related to the domain you own outside of Syncro (e.g., [email protected]). Many Syncro users use Microsoft's email services.

Watch this short video to learn how:

Create a mailbox and activate it using the instructions in Configure a Custom-branded Email/Mailbox. (You can wait on the additional steps; we'll do these in later sections of this setup guide.)

Step 3: Configure Verified Email Domains

If you don't plan on using SMTP (i.e., you plan to stick with your custom-branded mailbox as your desired option for sending and receiving Syncro emails), you'll need to configure verified email domains.

Verified Email Domains provide an easy way to add DMARC/DKIM records to your DNS to ensure those checks pass. This process adds CNAME records on your server side to acknowledge that Syncro has permission to send emails on your behalf. This means your emails end up in spam less often.

Note: If you plan to set up SMTP, it's OK to set this up as a way to learn about it; verified email domains work even when SMTP is active. You can also switch over completely later if you want to.

Watch this video to learn how to create a new verified email domain:

Now, follow the steps in Configure Verified Email Domains to add one of your own.

Step 4: Set Up SMTP

The Simple Mail Transfer Protocol (SMTP) is a technical standard for transmitting email, making widespread email delivery possible.

Watch this short video to learn more:

Add SMTP settings to your Syncro account based on the instructions in Set Up SMTP.

Step 5: Configure Outbound Email Categories

Syncro's Multiple Outbound Email Categories feature allows you to send billing and marketing emails from their own dedicated email addresses, while preserving an email address for support. For example, you can use an outbound “support@” email for tickets and a “billing@” email address for your billing communications. This helps ensure communications unrelated to support are routed to the proper channels.

Note: The Billing and Support categories can only be assigned to one Mailbox at a time. The Marketing category can be assigned to more than one Mailbox.

Whether you ultimately settle on a custom-branded mailbox or SMTP, it's a good idea to configure your outbound email categories. Once you select these, any email triggered from those areas of Syncro will be sent using that Mailbox as the default. However, you can still decide to use multiple outbound email domains per Organization; simply edit the Outbound Box fields in that Organization's Communication Settings section.

The following video shows how to configure outbound email categories on the Mailboxes page, which hopefully looks familiar from Step 2:

Review the types of emails assigned to each outbound email category to make sure you understand them. Then, configure outbound email categories for the custom-branded mailbox you set up in Step 2.

Step 6: Customize Email Templates

Snippet: Customize PDF/Email Templates

Templates serve as starting points for the look and feel of PDFs and email commun

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Step 7: Deepen Your Knowledge

If you've completed these steps, odds are that you have a good understanding of how emails work in Syncro. To continue deepening your knowledge, you might want to check out:

Work with Template Tags: to help your email messages sound like they're individually written to each of your clients.
Email Template Reference: to make sure you've customized all the email templates you want to.
Use SMS/MMS with Syncro: to leverage another available form of communication within Syncro.

Restore Microsoft 365 SharePoint Sites & Teams Files

2025-08-10T19:11:53Z

When you need to restore all or a portion of SharePoint Sites and Teams files, follow these steps:

Navigate to the Syncro Tenant's Details Page.
In the Cloud Backups section, locate the row for “SharePoint & Teams” in the Service column, then click Restore:

The Backup Portal displays the SharePoint & Teams Files page.
On the left side, click to select the Site (which can be identified by a Folder icon), or Team (which has a People icon) that you want to restore:

Tip: If you're looking to restore something specific, an alternative to browsing the folder structure is to enter some text and use the “Search Files & Folders” dropdown at the top of the page. Alternatively you can search for Lists/Channels or Sites/Teams:
Optionally, check the box(es) next to one or more rows on the right side to select folders/files that you want to restore. See also Download or Restore Single File Versions.
Click Restore, then select “Restore Selected.”
Depending on your selections, the “Restore Options” pop-up window may open with the following choices:
- Target Site: This is the target Site for the restoration. By default a Site is restored to the original Site in SharePoint. You can also enter another Site or Team to restore the data to. Deleted Sites can only be restored to another Site.
- Restore to a Custom Folder: Optionally, check this box to specify a target folder for the restoration. If the destination folder does not already exist, it will be created during the restoration process.
- Restore from a Past Date: Optionally, check this box to specify a date from which the Sites/Teams will be restored. The current date is the default, but you can select any past date from the calendar. This restores the Sites/Teams as they were on that specific date.
- With Permissions: Optionally, check this box to restore the Sites/Teams with their original permissions.
Once you've verified your choices, click Restore (or OK). The restoration may take some time.

Download or Restore Single File Versions

Administrators can download files from SharePoint and Teams backup. The advantage of this method is that you can see which dates have a new version of a file.

Notes: The download option appears only when viewing your own files, and is currently limited to single file versions only.

Using the folder structure, navigate to a specific file that you want to download to your local workstation. All the backed up file versions for the selected file appear in the right side panel:
Click the File you want to download or restore.
Use the radio buttons in the right side panel to select the correct version.
Then:
1. Click Download, or
2. Click Restore to initiate the restoration process.

Choose a Date for Ticket Timer Log Entries

2024-06-14T11:48:19Z

Are you a Tech who wants to type up notes after visiting a customer's office? Do you sometimes forget to leave an update on a Ticket you worked on the other day?

You'll capture such notes (and the duration of your work time) in the COMMUNICATIONS section of a Ticket. By default, the date/timestamp for your note (also called a “comment”) matches when you make the entry.

However, the “Detailed Time Entry For Ticket Comments” setting in Syncro allows you to choose different dates and start/stop times for your Ticket Timer Log entries.

Using this option in Syncro can make your time logs more accurate and reduce misreporting or miscommunication.

Enable the Detailed Time Entry For Ticket Comments Setting

An administrator can enable this feature by checking the box after navigating to Admin > Ticket Preferences:

Back- or Forward-Date Ticket Time Entries

When the Detailed Time Entry for Ticket Comments setting is enabled, you'll see a few extra date/time fields at the bottom of a Ticket's COMMUNICATIONS section:

Click in the Date field to display a calendar and select a date. You can select a past or future date that Syncro will use to create the Ticket Timer Log:

Tip: You can also type a date directly into the Date field.

Use the first Duration field to choose a Start time, and the second to choose a Stop time for the selected Date.

Once both are selected, Syncro automatically calculates the total minutes and fills in the field to the right of the labor type (e.g., Rush Labor):

Note: The date/timestamp for your note/comment will still match when you make the entry.

Don't forget to submit your communication.

Link Related Tickets as Parents/Children

2024-05-20T13:40:22Z

Snippet: Parent/Child Tickets

Syncro has a feature that allows you to link related tickets to a parent ticket f

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The Child Ticket Summary is currently in EA (Early Access). Click here to participate.

Link or Unlink a Parent Ticket From a Child

Note: Any ticket that is not currently a child ticket can be linked, including those that are part of another company in your Syncro account.

Navigate to the Tickets tab. Then, click the number of a ticket that you'd to have a parent (i.e., open the child).
In the Linked Tickets section on the left side, click +Parent:

The Parent Ticket Search field displays. You can narrow the list by starting to enter a ticket number, Organization name, or ticket subject.
Select the desired ticket from the results, then click Save. The Linked Tickets section changes to Parent Ticket, with the parent ticket linked.
You can now click the hyperlinked parent ticket to open it's Details page. See Work with Child Tickets for more information.
Or, click the Unlink icon to terminate the relationship. When prompted, click OK to confirm your choice.

Create a Child Ticket for a Parent

Note: If you want to link an existing ticket as a child, follow the steps in Link or Unlink a Parent Ticket From a Child.

To create a new child ticket from a parent, follow these steps:

Click the Tickets tab. Then, click the number of a ticket that you'd to have a child (i.e., open the parent).
If there are no children yet, click +Child in the Linked Tickets section on the left side:
If children already exist, click +New at the top of the Child Tickets section:

The New Ticket page opens in a new window. There's a reminder message at the top that your new ticket will be linked as a child:
Enter information for the new child ticket, then click Create Ticket. Syncro creates the new ticket as a child of the parent and opens it's Details Page.

Understand Which Tickets Are In a Parent/Child Relationship

Whenever a ticket is in a parent/child relationship, you'll know because:

The Tickets table displays a hierarchy icon next to the ticket number. You can hover over the icon to see the exact relationship of a given ticket:
The Ticket's Details Page shows a similar notation next to the ticket number at the top:
When viewing a child ticket, there will be a Parent Ticket section in the left side of the child ticket's Details Page:
When viewing a parent ticket, there will be a Child Ticket section in the main part of the parent ticket's Details Page. See Work with Child Tickets for more information.

View the Hierarchy of Parent/Child Tickets & Locate Unlinked Tickets

You can group tickets in the Tickets table by parent so that the parent appears as the first ticket in the group, and all of its children appear under it within the same group. This is a great way to see your parent/child tickets in a hierarchy.

Watch this short video to learn more:

If you like seeing your tickets organized into groups by parent/child, you can save this (along with any other filters) into a Ticket View.

With the Ticket View you can also filter the Tickets table by parent, child or unlinked tickets (tickets without any parent/child relationships) using the “Link Type” dropdown:

Filtering by Unlinked Tickets is a great way to make sure that you aren't missing tickets that should be made children of other tickets.

Security Settings for Parent/Child Tickets

There is a security setting Admins can set to allow Syncro Users to make changes to parent/child relationships:

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired security group.
Scroll to the Ticket Parent-Child setting, and check the Edit box.
Click Update Group to save your changes.
Then, make sure any desired Users are in that security group!

Worldpay

2024-09-02T14:01:57Z

Worldpay is a payment processor in the United States that specializes in software integrations like Syncro's. They rely on distribution through Point-Of-Sale (POS) software collaborations and gear their offerings to be ultra-competitive for what Syncro provides; their aligned business model makes them our recommended payment processor integration.

Once you are set up with Worldpay, all payment functionality in Syncro will work.

Technical Details

Note: For information about what is specifically supported in Worldpay, see About Payment Processor Integrations.

Encryption

With the Worldpay integration, Syncro provides a fully encrypted, end-to-end solution. While Syncro never stores credit card information, encryption happens on Worldpay's card readers themselves, so Syncro only passes fully-encrypted data to Worldpay. This makes it the most secure way to do online credit card processing.

Hardware

This table describes the hardware you'll need to order from Worldpay for this integration:

Environment	Name	Card Type	Interface	Est. Price
iOS	IDTech Shuttle	Magnetic Swipe	Headphone Jack	$75
Windows + Mac	Magteck USB Card Reader	Magnetic Swipe	USB	$70
Table Top Terminal	Dejavoo Z11 (Wired)	Magnetic Swipe, EMV (Chip), Apple Pay	Ethernet	$299
Table Top Terminal	Dejavoo Z9 WIFI (Wireless)	Magnetic Swipe, EMV (Chip), Apple Pay	WiFi	$380

Notes:

When ordering the iOS card reader, you must specify Worldpay as the Key.
If you already have a reader you're using with a payment processor other than WorldPay, you'll need a new one. (They must be keyed from the distributor.)
You can call Worldpay at 800.846.4472.

About Dejavoo Device/Worldpay EMV (Chip & Pin) Terminals

As of January 30th, 2024, new Dejavoo terminals cannot be added to Syncro. Currently installed Dejavoo devices will continue to work as normal. No new card readers are currently supported.

Syncro displays any existing terminals in the second section of the “Worldpay Payment Processing” page (after you click the Worldpay tile from the App Center):

Offer Details

Whether you are just starting out or are already a full-service MSP, Worldpay gives you access to extremely competitive pricing and industry-leading technology so you can offer your customers a variety of payment options and a security bundle to help keep your business safe and secure.

Worldpay takes protecting your business and your customers’ data seriously. Their comprehensive security solution, OmniShield Assure, comes standard with all merchant accounts and delivers:

Point-to- Point Encryption (P2PE) and Tokenization protects data in transit and at rest
PCI Assist makes it easy for you to achieve PCI compliance
EMV protects against counterfeit card fraud, enabling chip card transactions
Breach Assist provides financial protection (up to $100K per store) in the event of a breach

Worldpay fees are based on your individual business needs and usage. Syncro recommends working with a WorldPay representative for the best rates possible. If you're interested in Next Day Funding, you'll need to work with WorldPay representative; it may cost extra.

Prerequisites

You must be an account payer located in the United States to use Worldpay.

Before proceeding with the Set Up Instructions, be sure you:

Have reviewed the Offer Details.
Have completed the online application and received approval. (For help with the Developer Product field, see Hardware.)
Have received the Dealer Letter. (This includes the Merchant ID codes you'll need to connect and authenticate the integration.)
Are aware of the special hardware needed through WorldPay, and have it plugged in and ready for a test transaction.

Note: If you were previously an Authorize.net or Stripe user, you also need to disable your former payment integration in Syncro settings. To do this, navigate back to the App Center and uncheck the “Process with …” box.

Set Up Instructions

IMPORTANT: Once Worldpay approves you, they'll send you a welcome email containing a username, and another email with the password. This login will get you into their portal, found here: https://www.accessmyiq.com/ To finish the Syncro-Worldpay integration, you'll need to copy access credentials from this portal into Syncro's “Worldpay Payment Processing” integration page.

To set up the Syncro-Worldpay integration, follow these steps:

Navigate to Admin > Integrations - App Center, select the Payments subtab, and click the Worldpay tile:
On the "Sign Up for Worldpay Payment Processing" page, click the “I acknowledge that new hardware may be required” box:
Check the "Process with Worldpay" box. (This turns on the integration so you're ready to process payments in Syncro using Worldpay.)
There are two sets of credentials you need now: one is the “Web Services” (MID) credential for swiping cards, and the other is for “Hosted Checkout” (i.e. keyed entry, trying in card numbers with a keyboard, etc.)

Note: Big Chain Accounts have the option of using one set of credentials for all of your locations. You'll also receive separate credentials for each location, in case you'd prefer to do that.

Use the Dealer Letter email you received from Worldpay to supply values for the two “Encrypted Credentials (Swiping)” fields, and the first “Hosted Credentials (Key Entry)” field:

Worldpay Value	Syncro Field Name
Processing MerchantID	Worldpay MID
Web Service Password	Worldpay Password
Hosted/Checkout MerchantID	Worldpay Hosted Checkout MID

Now use the Worldpay portal to generate a value for “Worldpay Hosted Checkout Password”:
1. Sign in to your account at https://www.accessmyiq.com/
2. On the left, select “Self Service.”
3. Make sure “Merchant” is displayed in the "Hierarchy Level" dropdown menu.
4. In the “Enter a Value or Click + to Lookup” field, enter your Worldpay MID (Merchant ID), then click the magnifying glass to perform the lookup.
5. Click the SELECT link next to your account, then click Search.
6. Select the "Processing Credentials" tab.
7. In the Hosted Checkout section, use the "Terminal ID" dropdown to select your account, then click Generate Password.
8. Click the "Copy" link. (Do not highlight and copy the password.)
Back to Syncro, paste the coped password into the "Worldpay Hosted Checkout Password" field.
Click Save. Unless you've made any changes to your Payment Methods, the “Credit Card” payment method is now set to use Worldpay.

You can now swipe into the Worldpay encrypted card readers you purchased, as well as key-enter credit cards using the blue button on payment forms. (See step 3 below.)

Take a Payment Using Worldpay

After the Syncro-Worldpay integration is set up properly, you can take a credit card payment by following these steps:

Navigate to the Invoices tab, and select a specific invoice to open it's Details Page.
Click Take Payment:
Using the Payment Method dropdown menu, select “Credit Card”. Then click the green Take Payment button:

This prepares the terminal.
Now, swipe the credit card in the terminal (or insert the the card into the EMV reader). Syncro displays a page that looks like this:
When the transaction is complete, the terminal will send information back to Syncro. Your browser will auto-update to the payment results/success page, which can look like this:

Troubleshooting

Integration Issues

The table below describes some common Syncro-Worldpay integration issues and errors, and how to correct them.

Issue/Error	Possible Solutions
Error 100 - Invalid Credentials or Authenticate Failed	If you get this error when swiping a card, your login (MID) or password are incorrect. If you get this error after clicking the blue "Keyed Entry" button, the hosted checkout MID or password are incorrect. Please see the instructions above on how to login to the portal and generate a password. Note: Make sure that you are using the Web Service Number (MID), not your email address.
Invalid Field - Encrypted Block	This error can occur when you type a credit card number into the field that is meant for swiping. If you want to type a card number, make sure to click the blue button first.
Failed to Decrypt	This error can occur when there's an issue with the encryption on your credit card reader. If you're experiencing this error, you'll want to call Worldpay's team at 800.846.4472 for further troubleshooting.
Encrypted Block Invalid or Data Invalid	These errors are usually a "bad read" of the card. If you try other cards and they work, just run the card as a keyed entry. If none of your cards work, the reader could be the wrong type or failing. If you're sure it's the right type of reader with the right encryption key (because it worked for a period of time with WorldPay) - you might need a replacement card reader.
Error 203 - We are unable to process your order at this time. Please contact our customer service.	If you receive this error, call WorldPay. It means that they need to raise the single transaction limit on your account.
Invalid Token Error 200	This error is the result of using a different terminal for a refund (other than the one that was used to process the card). Check the location of your invoice and make sure it's lined up with the terminal that originally processed the customer's card. They need to both be from the same location.

Problems Taking Payments

If you experience problems while Taking a Payment, you can try these solutions:

When entering credit card numbers manually, you need to click the BLUE button before typing the number in to the field. You will be taken to a different screen where the number needs to be entered.
If the terminal has network issues (or anything goes wrong during processing), the connection between the terminal and Syncro might have been broken.
1. Look at the terminal. If it looks like it's still trying to complete a transaction, wait for it (for up to 120 seconds).
2. If the terminal is back to the main screen, click Check Status to see if Syncro can resolve the issue automatically. (This can take a couple minutes.)
Sometimes if the terminal "retries" a payment (fails once, but works on a retry), it can succeed without telling Syncro. You'll know that's the case if Syncro has an error and the terminal says it succeeded with the payment. If this happens, click Terminal stuck?:
Then click Override. This will override the payment so it's marked in Syncro as a success:
If for some reason you navigate away from the page after the payment was initiated, you'll end up with a "stuck incomplete transaction." A Stuck Incomplete Transaction MUST be resolved before the terminal can be used again. You will see an error message that says: You have a payment already active on this terminal! Go here to handle them:
Click the link to navigate to a list of Payments Waiting on Terminal Responses, so you can clear up the incomplete payment before continuing:

We recommend that you always click Check Status/Resolve, because this will cause WorldPay to check and see if they can figure out what happened.
If you get a decline on a card, you'll have the opportunity to try again, or try another card: click Retry:
If you try some cards and none are working, you may want to switch to a cash payment. Navigate back to the invoice and click Take Payment to do a fresh payment there.

ACH Billing

Setting up ACH Billing in Syncro allows you to use Worldpay to collect payments from your clients using ACH.

Note: ACH is only done with Check Commerce. Some areas of Syncro may still say Element Express, but it is using Check Commerce.

Enable ACH Processing With Worldpay

To enable ACH billing with Worldpay, follow these steps:

Navigate to Admin > Integrations - App Center.
Click the Payments subtab, then click either the Worldpay or ACH Billing tile:
On the page that displays:
1. Check the “Process ACH with Worldpay (Element Express)” box.
2. Enter your Encrypted Credentials:
Click Save, then click Test Credentials. If successful, you'll see a “Looks Good!” message. Otherwise you'll be prompted to review and re-enter your credentials.
Navigate to Admin > Invoices - Payment Methods
Click +New Payment Method.
Enter a Name, then select ACH/Check as the Payment Type:

Note: If you have Set Up Xero Online, Syncro also displays a "Xero account" dropdown so you can map your Syncro payment methods to Xero payment accounts. That way, Syncro can sync payments correctly to the corresponding account in Xero.
Optionally, check the “Require Reference Number” box. This makes the "Check Number/Reference Number" field on the New Payment page required.
Click Save.
Now you can use the ACH payment method to charge your customers.

Set up ACH as a Customer's Stored Payment Profile

To set up ACH in a stored payment profile for a specific Organization, follow these steps:

Navigate to the Organizations tab, then select a customer to display their Details Page.
Scroll to the Stored Payment Profiles section and click +New.
Select the “Via ACH” subtab, then provide the account details and customer information needed to store an ACH payment profile:
Click Store ACH Profile. The next time you process a payment for the customer, you'll be able to select ACH as the payment method and then select the Stored ACH Payment Profile.

Tips:

Your customers can add their own ACH payment method in their Customer Portal. Add ACH is located under Stored Payment Options > Manage:
You can choose the ACH Stored Profile for the automatic Payment Method in a Recurring Invoice, similar to Stored Credit Cards. When you check the "Auto Charge Credit Card on File" box, Syncro displays the "Card To Use" dropdown menu. You'll be able to choose from stored Credit Cards or stored ACH profiles:

See also: Create a Recurring Invoice and Work with Payment Profiles.

Inventory Reports

2024-11-17T14:41:41Z

Note: This document has been imported from the former KB and has not yet been verified.

Inventory Valuation

This report will display a list of your entire inventory, and break down QTY, total cost, and total value. At the bottom of the report you'll be able to see totals.

Inventory Stockout

This report will show you all of your low quantity inventory items. It relies on the "Reorder at" number in the inventory item itself. You can replenish these quickly by creating a new PO and clicking "Add all low QTY items."

Inventory Changes

This report will show a master list of all of your inventory and break down each change that has happened to that item, as seen in the change log on the item itself.

Inventory Changes (by date)

This report is identical to the one above, but with the ability to specify a date range for the changes:

Shrink

This report helps to identify product instances that are lost in a time period.

Examples of Windows Update Policies

2026-02-11T13:37:24Z

Here are some example Windows Update Management policy settings you might consider.

Tip: Be sure to also review the Best Practices for Windows Update Policies.

Review All Updates, No Forced Reboots

To manually review all updates and not force reboots, set up you Windows Update Policy as follows:

First, configure all approvals to “Manual”:

Then for the Schedule Specification:

Set the Frequency to “Daily,”
Check the “If offline, run at next boot” box, and
Select “Do not reboot” for the Reboot Specification.

As a result of this configuration,

Each day the system will review all pending updates during the day,
The Patching Dashboard will show statuses of “Needs Review,” and the Last Evaluated dates will populate.
Syncro will only install updates after manual approval.

Weekly Updates with Defer & KB Block, Forced Reboot and Warning Message

This example illustrates a configuration of a weekly Windows Update policy for a standard workstation.

First, for the Security Approvals, select “Approve” for Critical, Important, and Moderate levels; select “Manual” for Low and Other.

For the Windows & Microsoft Category Approvals (non-security updates), select “Approve” for Critical Updates, Update Rollups, Service Packs, and Definition Packs so they're automatically approved. Select “Defer” for Feature Packs and specify a Deferred Patch Time Period Default of 7 days. For Drivers and Other, select “Manual.”

Then for the Schedule Specification:

Set the time to start updating to 20:00, the Frequency to Weekly, and the Weekday to Sunday.
Set the Interval to “Every” and check the “If offline, run at next boot” box.

This means updates will run every Sunday at 8 p.m. If the Asset is offline, this Windows Update Policy will run when the Asset is next online.

Tip: You can use a policy to block specific KBs from installing. In the screen above, KB1234567 is excluded on this policy for the reason noted in the Description. KB7654321 is excluded globally across all Syncro Policies. (See also: Patch Exclusions.)

Finally, set the Reboot Specification:

Select “Prompt with message and attempt reboot at specified time,”
Enter a Reboot Message of your choice (e.g. “Your computer will be rebooted at 11 p.m. Please save and close all of your work.”
Set the Reboot By field to 23:00.

Update All with a 2 Week Defer & Manual Reboot

This example illustrates a configuration of a Windows Update policy for a server that you want to update, but manually control the reboot.

First, configure all approvals to “Defer" and specify the Deferred Patch Time Periods Default to 2 Weeks:

Then for the Schedule Specification:

Choose a day and time that's outside business hours, and set the Frequency to “Weekly."
Check the “If offline, run at next boot” box, and
Select “Do not reboot” for the Reboot Specification.

Profit and Loss Reports

2024-11-17T15:19:23Z

Note: This document has been imported from the former KB and has not yet been verified.

Profit and Loss Summary

This report will show you a sales summary of your entire business within the date range you select. This is on a cash basis and will not show money still owed to you.

Charts

This page will give a wide variety of charts that you can interface with with get numbers on various aspects of your business.

Stored Syncro Agent Data

2024-12-19T14:57:32Z

At a minimum, for every asset with the Syncro Agent installed, we store:

Installed applications detected on the asset
Application name
Vendor
Version number
Installed on date
Windows patches
Currently available patches
Any patches installed after the agent is installed

In addition to the above, we store the following properties of the asset:

Field	Description
id	The asset ID as it appears in the URL on the Syncro account.
account_id	The Syncro account ID stored in Syncro's internal account database.
customer_id	The ID of the Customer as it appears in the URL for the Customer's Details Page.
name	A user-provided descriptive name for the asset.
created_at	The date the asset first had the Syncro agent installed.
updated_at	The last sync time for the asset.
device_name	The name of the asset.
mav	Boolean value indicating whether a managed antivirus is enabled on the asset in Syncro.
computer_uuid	The UUID used to identify the asset in Syncro's internal database.
agent_version	The latest installed version of the Syncro agent.
live_agent_version	The latest installed version of the Syncro Live agent.
ip	The IPv4 address of the asset.
Computer manufacturer	The asset's manufacturer (e.g., Dell, Eluktronics, etc.).
model System	The model number (e.g., MAG 15 1660Ti).
serial_number	The asset's serial number (e.g., MEKSJ125251AB).
form_factor	The asset's form factor (e.g., desktop, laptop, etc.).
domain	The domain the asset is connected to. (Is blank if none.)
mac address	The MAC address of the asset.
last_user	The username/name of the last logged-in user.
ram_gb	The total available RAM on the asset, in GBs.
os name	The full operating system (OS) version name (e.g., Microsoft Windows 10 Pro).
last_boot_time	The last time the asset had a "full shutdown and boot." Note: Most systems go into hibernation mode when “shutdown.” Only a true shutdown such as from restarting, forcefully shutting the system down, or specific patches that require a reboot will update this time.
build	The build number of the current OS install (e.g., 19045.4170).
os_architecture	The asset's architecture (e.g., 64-bit or 32-bit).
windows_release_version	The asset's major release/feature version (e.g., 22H2). (Only applicable if the asset has Windows as the installed OS.)
pending_reboot	True or false, depending on whether the asset is pending a reboot.
motherboard name	The name of the motherboard as it appears in the asset's OS (e.g. Base Board).
motherboard manufacturer	The name of the motherboard manufacturer (e.g. Dell Inc.).
cpu name	The name of the asset's CPU (e.g. 11th Gen Intel(R) Core(TM) i5-1135G7).
cpu manufacturer	The name of the asset's CPU manufacturer (e.g. GenuineIntel).
hdd size	The asset's total disk space.
hdd manufacturer	The manufacturer of the local storage device.
Network adapter	Contains all the information below for each connected adapter:
network_adapters name	The name of the network adapter.
network_adapters description	A description of the network adapter (e.g., Intel(R) Wi-Fi 6 AX200 160MHz).
network_adapters type	The type of network adapter (e.g., Wifi, ethernet, etc.).
network_adapters ipv4	The local IPv4 address of the network adapter.
network_adapters ipv6	The local IPv6 address of the network adapter.
network_adapters subnet	The local subnet of the network adapter.
network_adapters gateway	The network adapter's gateway.
network_adapters dns1	The network adapter's DNS1 IP address.
network_adapters dns2	The network adapter's DNS2 IP address.
dhcp_server	The local DHCP server address of the network adapter.
physical_address	The physical address of the network adapter.
lease_obtained	The date and time the network adapter's lease was obtained.
lease_expires	The date and time of the network adapter's expiration.
dhcp_enabled	A Boolean value indicating whether DCHP is enabled on the network adapter.
autoconfiguration_enabled	A Boolean value indicating whether autoconfiguration is enabled for the network adapter.
ram size	The asset's total amount of RAM.
ram manufacturer	The asset's RAM manufacturer.
primary av name	The name of the primary antivirus (AV) on the asset, if AV is active.
av version	The AV version, if available.
av machine_id	If the managed Webroot integration is activated on the asset, the Webroot machine ID.
av instance_id	If the managed Webroot integration is activated on the asset, the Webroot instance ID.
video_card name	The asset's video card name (e.g., Intel, UHD Graphics 630, etc.).
system_partition size_gb	The total size available for partitioning the asset.
system_partition free_gb	The amount of free space available for partitioning the asset.
system_partition free_percent	The amount of free space available for partitioning the asset, as a percentage.
fixed_disks_total size_gb	The total size for all local drives available.
free_gb	The amount of free space available on all local drives.
free_percent	The amount of free space available on all local drives, as a percentage.
primary_adapter	Contains all the information below for the asset's primary adapter:
primary_adapter gateway	The gateway address of the asset's primary adapter.
primary_adapter ipv4	The IPv4 address of the asset's primary adapter.
primary_adapter ipv6	The IPv6 address of the asset's primary adapter.
primary_adapter dns1	The DNS1 address of the asset's primary adapter.
primary_adapter dns2	The DNS2 address of the asset's primary adapter.
subnet name	The subnet name of the asset's primary adapter.
subnet type	The subnet type of the asset's primary adapter (e.g. Ethernet).
subnet description	The subnet description of the asset's primary adapter (e.g. Microsoft Hyper-V Network Adapter).
os_install_dates	The installation date of the asset's OS.
bios_release_dates	The installation date of the asset's current BIOS version.
system_volume_dates	The installation date of the asset's drive.

Syncro Mobile: Work with Customers & End Users

2025-05-29T12:12:43Z

If you're a tech who works out in the field, you can use Syncro Mobile to:

View Customer details
View End User details
Create new End Users
Edit an End User's details

This document describes how you can use Syncro Mobile to accomplish these Customer- and End User-related tasks.

View Customer Details

To view details about a specific Customer, follow these steps:

Tap the “Customers” menu item to open the Search Customer field.
Start typing the name of your Customer and tap the one you're looking for.

Syncro Mobile displays their:

(First) Name
Last Name
Email
Company Name
Phone

Below that, you'll see the number of End Users related to this Customer.

View & Edit End User Details

To view details about a specific End User, follow these steps:

Tap the “Customers” menu item to open the Search Customer field.
Start typing the name of your Customer and tap the one you're looking for.
Scroll to the bottom and tap “N End Users” (where “N” is the number of End Users related to this Customer).
Start typing the name of your End User and tap the one you're looking for.

Syncro Mobile displays their:

(First and Last) Name
Job Title
Email
Phone
Notes
Address

Below that, you'll see the number of Assets related to this End User, if available.

If you want to edit the End User's details, in the upper right of the search field, tap the pencil icon. Make any changes you'd like, then click Save.

Create a New End User

To create a new End User, follow these steps:

Tap the “Customers” menu item to open the Search Customer field.
Start typing the name of your Customer and tap the one you're looking for.
Scroll to the bottom and tap “N End Users” (where “N” is the number of End Users related to this Customer).
In the upper right of the search field, tap the +.
On the New End User screen, enter the new End User's:
- (First and Last) Name: This field is required.
- Job Title
- Email
- Phone: This field must include an area code but otherwise does not require specific a format.
- Notes: Any notes you'd like to capture about this End User, which will be available when you view them later.
- Saved Locations: Optionally, select the Customer Address to prepopulate the Address fields.
- Address 1 & 2, City, State, Zip/Postal Code: Alternatively, enter the address of the End User.
Tap Save. Syncro Mobile returns you to the Customer Details screen and reflects the new number of End Users.

Migrate Data from One Site to Another Using LibreOffice

2024-11-21T17:32:08Z

Note: This document has been imported from the former KB and has not yet been verified.

This article covers exporting data—customers, inventory (AKA products & services), tickets, invoices and assets—from one site and importing it into another. Both the source and destination sites can be RepairShopr or Syncro. A few things to note.

For customers and inventory, you have the ability to import them yourself. All data is retained in the transfer.
For tickets, invoices and assets, we will need to import them. You will need to prepare the data before sending it to us according to the below instructions. Only some of the columns in the data are able to be imported.
No other data can be imported, such as purchase orders or estimates.
All tickets are imported as resolved, regardless of their status on the source site.
All invoices are imported as paid by credit card (don't worry—it doesn't actually charge the credit cards again), regardless of their payment status on the source site. If you need to indicate some are not paid, you will need to go to the Payments screen (Invoices > Invoice Modules > Payments) and delete the appropriate payments.
The Daily Payments report will reflect the total financial amount of invoice payments imported. For example, one site imported over 4,000 invoices for a total of over $972,000.
If you have extremely large customer and inventory files, break down the import files into no more than 5,000 rows per file, and then import them one at a time. Using a program such as this free CSV file splitter can help (use at your own risk).
We do not recommend using Google Sheets, as it will bog down your computer. Use a program like Excel, LibreOffice or Numbers instead.
For step 4 below, Prepare Files to Send to Syncro, we have not tested them in Excel. These instructions are for LibreOffice, a free, cross platform, open source app.

Export Data

Use the URL below to trigger an export of customers, contacts, logistics line items, tickets, ticket comments, and assets all at once.
https://yoursubdomain.syncromsp.com/reports/downloads?export=true

Export Invoices via Admin > Reports > Invoices - Invoice Export, or with this URL:
https://yoursubdomain.syncromsp.com/invoices_dump_csv

To export your inventory,

Go to the Inventory tab.
In the upper right click Inventory Modules > Export to CSV.

Clean Up Data

In order to import customers, tickets and invoices into your new site, customers MUST have either an email or phone number. Those where both the email and phone are missing will not get imported, so you’ll want to go through your customers to fix those like that by filling in at least their email or phone.

Each customer must also have unique phone numbers and email addresses. If three customers all have the same phone number, each will overwrite the previous customer. So the 2nd will overwrite the 1st, and then the 3rd will overwrite the 2nd, with the end result being that only the 3rd customer shows up.

If certain inventory is not at your new site, edit the inventory file to delete rows with unneeded items.

Import Data

To import your customers into your new site,

Navigate to Admin > Customers - Customer Import.
Under step 4 on the page, click Choose File.
Navigate to the Customers file you downloaded and double click it.
On the page, click Import.

To import your inventory into your new site,

Navigate to the Inventory tab.
In the upper right click Inventory Modules > Import.
Click Choose File.
Navigate to the Inventory file you downloaded and double click it.

Prepare Files to Send to Syncro

The below steps may not work in Excel. These instructions are for LibreOffice, a free, cross platform, open source app. We encourage you to download and use it for these steps.

It is extremely important that you precisely follow each step. Missing any step could result in data getting corrupted or not getting imported. If we discover any problems with the files, we may have you correct them and resend them to us.

Once you have the Excel file(s) ready, send them to [email protected]">[email protected] for us to import.

Prepare Customers

These steps get the Customers file ready to be pasted into the Tickets, Invoices and Assets files.

Open the Customers CSV spreadsheet.
In the Text Import dialog, make sure only the Comma checkbox is turned on, then click OK.
This will be true for the other imports as well.
Change cell I1 (the zip column) to customer_phone.
Copy this formula:
=IF(J2<>"",J2,(IF(K2<>"",K2,(IF(L2<>"",L2,(IF(M2<>"",M2,(IF(O2<>"",O2,N2)))))))))
Click in cell I2, customer_phone column.
Paste as unformatted text (Edit > Paste Special > Paste Unformatted Text).
Copy the current cell (I2).
Select cells I3 down to the end of the column data.
Paste the formula. You should now see phone numbers in every cell except when all the phone fields are blank.
Click File > Save As...
Rename it to Customers if desired.
For File type, select Excel 2007-365 (.xlsx).
Click Save.

We will refer to this as the Customers Excel spreadsheet.

Prepare Tickets

Open or switch to the Customers Excel spreadsheet.
Copy the whole thing.
Open the Tickets CSV spreadsheet.
Add a new sheet (this will be Sheet 2). Do not rename this or else the formulas will not work.
Paste the customer data you copied.
You may close the Customers spreadsheet, if desired. (Waiting to close until after you paste is faster due to memory issues.)
Switch to Sheet 1 (the ticket data).
If you are only importing certain locations, now is the time to sort by location (column O) and delete rows with unneeded locations. Same for any other criteria.
Change cell G1 (the status column) to customer_email.
Change cell H1 (the billing_status column) to customer_phone.
Change cell J1 (the created_at column) to made_at.
Change cell L1 (the due_date column) to created_at.
Select column K (cancelled) and delete all the text.
In the Delete Contents dialog, turn on Delete all and click OK.
In cell K1, type body. Make sure it doesn't change to Body; it needs to be all lower case or else it will not work.
Change cell Q1 (the employee column) to tech. It also needs to be all lowercase.
Copy this formula:
=VLOOKUP(B2,$Sheet2.A:D,4,0)
Click in cell G2, customer_email column.
Paste as unformatted text (Edit > Paste Special > Paste Unformatted Text).
Copy the current cell (G2).
Select cells G3 down to the end of the column data.
Paste the formula. If the spreadsheet is extremely large, it may take awhile for all the cells to fill in with the results.
Now repeat steps 18-22 but with these formulas and columns.
H2, customer_phone column.
=VLOOKUP(B2,$Sheet2.A:I,9,0)
L2, created_at column.
=MID(J2,6,2)&"/"&MID(J2,9,2)&"/"&LEFT(J2,4)
Click File > Save As...
Rename it to Tickets if desired.
For File type, select Excel 2007-365 (.xlsx).
Click Save.
If you want to put ticket comments in the body column (K), see Ticket Comments instructions below. Otherwise, put something into every cell of the body column. This field is required.
If you want Syncro to generate new ticket numbers, delete all values in the number column (N). However, it will make troubleshooting almost impossible if there are errors since it will not have ticket numbers to reference.
Sort by customer_email (Sort Key 1) AND customer_phone (Sort Key 2) and note those where both are blank, as they will not get imported. Either delete the rows, or add the missing emails/phones in both the spreadsheet and the customer accounts on your site.
Sort by the number column (N) after doing those.
You will be replacing all the formulas with their results, so you may also want to save a copy of the file (File > Save a Copy) in case you make a mistake and need to go back to the version with the formulas.
Select and copy column G, customer_email.
Paste as only text (Edit > Paste Special > Paste Only Text).
Select and copy column H, customer_phone.
Paste as unformatted text (Edit > Paste Special > Paste UnformattedText).
Select and copy columns K and L, body and created_at.
Paste as only text (Edit > Paste Special > Paste Only Text).
Select the created_at column (L) except for cell L1.
Change the format to MM/DD/YYYY (Format > Cells..., Category: Date, Format: 12/31/1999).
Delete all sheets except sheet 1.
Save the file.

Prepare Ticket Comments

This shows how to add the initial issue comments. Getting all the comments would involve writing scripts to combine the separate comment rows into once giant comment per ticket.

Open the Comments CSV spreadsheet.
In the last column, in cell I1, type sano.
Sort by subject (column C).
Delete all rows except for “Initial Issue” as the subject.
Select the whole spreadsheet and copy it.
Switch to the Tickets spreadsheet.
Add a new Sheet (this will be Sheet 3). Do not rename this or else the formulas will not work.
Paste what you copied from the Comments spreadsheet.
Close the Comments spreadsheet. You do not need to save the changes.
Switch to Sheet 1.
Copy this formula:
=VLOOKUP(A2,Sheet3.B:D,3,0)
Click in cell K2, body column.
Paste as unformatted text (Edit > Paste Special > Paste Unformatted Text).
Copy the current cell (K2).
Select cells K3 down to the end of the column data.
Paste the formula. If the spreadsheet is extremely large, it may take awhile for all the cells to fill in with the results.
Return to next step in ticket instructions.

Prepare Invoices

Important: You must use the daily_invoices_report spreadsheet (obtained from Reports > Invoices - Invoice Export) for this. It will not work with the one with a filename such as 7678_2022_05_03_05_01_57__0000_invoices.

Open or switch to the Customers Excel spreadsheet.
Copy the whole thing.
Open the daily_invoices_report CSV spreadsheet.
Add a new sheet (this will be Sheet 2). Do not rename this or else the formulas will not work.
Paste the customer data you copied.
You may close the Customers spreadsheet, if desired. (Waiting to close until after you paste is faster due to memory issues.)
Switch to Sheet 1 (the invoice data).
If you are only importing certain locations, now is the time to sort by Location (column P) and delete unneeded locations. Same for any other criteria.
Change cell F1 (the Tech column) to customer_email.
Change cell G1 (the PaymentType column) to customer_phone.
Change cell H1 (the Invoice Number column) to number.
Change cell J1 (the Subtotal column) to subtotal. Note that it does not include tax. Yes, it needs to be changed to all lowercase or else none of the spreadsheet will import.
Select column L (took_payment) and delete all the text.
In the Delete Contents dialog, turn on Delete all and click OK.
Change cell L1 to optional_line_item_name.
Change the date column (N) format to 12/31/1999 (Format > Cells..., Category: Date, Format: 12/31/1999). You may want to widen the column so you can see the dates.
Copy this formula:
=VLOOKUP(B2,$Sheet2.A:D,4,0)
Click in cell F2 (customer_email).
Paste as unformatted text (Edit > Paste Special > Paste Unformatted Text).
Copy the current cell (F2).
Select cells F3 down to the end of the column data.
Paste. You should now see emails in every cell except when the email field is blank.
Now repeat steps 18-22 but with this formula and column.
G2, customer_phone column
=VLOOKUP(B2,$Sheet2.A:I,9,0)
If you want Syncro to generate new invoice numbers, delete all values in the number column (H). However, it will make troubleshooting almost impossible if there are errors since it will not have invoice numbers to reference.
Optional: Put something into every optional_line_item_name field.
Sort by customer_email (Sort Key 1) AND customer_phone (Sort Key 2) and note those where both are blank, as they will not get imported. Either delete the rows or add the missing emails/phones in both the spreadsheet and the customer accounts on your site.
Sort by the number column (H).
Click File > Save As...
Rename it to Invoices if desired.
For File type, select Excel 2007-365 (.xlsx).
Click Save.
You will be replacing all the formulas with their results, so you may also want to save a copy of the file (File > Save a Copy) in case you make a mistake and need to go back to the version with the formulas.
Select and copy column F, customer_email.
Paste as only text (Edit > Paste Special > Paste Only Text).
Select and copy column G, customer_phone.
Paste as unformatted text (Edit > Paste Special > Paste UnformattedText).
Delete all sheets except sheet 1.
Save the file.

Prepare Assets

Open or switch to the Customers Excel spreadsheet.
Copy the whole thing.
Open the Assets CSV spreadsheet.
Add a new sheet (this will be Sheet 2). Do not rename this or else the formulas will not work.
Paste the customer data you copied.
You may close the Customers spreadsheet, if desired. (Waiting to close until after you paste is faster due to memory issues.)
Switch to Sheet 1 (the asset data).
Change cell F1 (the contact_name column) to properties.
Change cell H1 (the created_at column) to customer_email.
Change cell I1 (the updated_at column) to customer_phone.
Change cell K1 (the properties column) to raw_props. You may need to widen the column to see it.
Select column L (asset_type_id) and change the Cell data format to Text (Format > Cells..., Category: Text).
Select column M and change the data format to Automatic (Format > Cells..., Category: All).
Change cell M1 to asset_type_name.
Copy this formula:
=SUBSTITUTE(SUBSTITUTE(SUBSTITUTE(SUBSTITUTE(SUBSTITUTE(K2,"""",""), "=>",":"), "}", ""), "{", ""), ", ", ";")
Click in cell F2, properties column.
Paste as unformatted text (Edit > Paste Special > Paste Unformatted Text).
Copy the current cell (F2).
Select cells F3 down to the end of the column data.
Paste the formula.
Now repeat those steps 16-20 but with these formulas and columns.
H2, customer_email column.
=VLOOKUP(B2,$Sheet2.A:D,4,0)
I2, customer_phone column.
=VLOOKUP(B2,$Sheet2.A:I,9,0)
Do the following to convert asset type IDs to asset type names.
1. Add a new sheet (this will be Sheet 3).
2. Copy the below row of columns.
  asset_type_id asset_type_name asset_url
3. Paste as unformatted text in Sheet 3 (Edit > Paste Special > Paste Unformatted Text).
4. In Syncro, go to More > Admin > Customers - Asset Custom Fields.
5. Type all the items in the NAME column into the spreadsheet in the asset_type_name (B) column.
6. For each name on the site, right click the Manage Fields link > Copy Link.
7. Paste the link in the asset_url (C) field and repeat for all the names.
8. Copy this formula:
  =NUMBERVALUE(MID(C2,FIND("s/",C2)+2,LEN(C2)-FIND("s/",C2)-14))
9. Click in cell A2, asset_type_id column.
10. Paste the formula as unformatted text (Edit > Paste Special > Paste Unformatted Text). This extracts the asset type ID from the URL.
11. Copy the current cell (A2).
12. Select cells A3 down to the end of the column data.
13. Paste the formula.
14. Switch to Sheet 1.
15. Copy this formula:
  =VLOOKUP(L2,$Sheet3.A:B,2,0)
16. Click in cell M2, asset_type_name column.
17. Paste as unformatted text (Edit > Paste Special > Paste Unformatted Text).
18. Copy the current cell (M2).
19. Select cells M3 down to the end of the column data.
20. Paste the formula.
Sort by customer_email (Sort Key 1) AND customer_phone (Sort Key 2) and note those where both are blank, as they will not get imported. Either delete the rows or add the missing emails/phones in both the spreadsheet and the customer accounts on your site.
Click File > Save As...
Rename it to Assets if desired.
For File type, select Excel 2007-365 (.xlsx).
Click Save.
You will be replacing all the formulas with their results, so you may also want to save a copy of the file (File > Save a Copy) in case you make a mistake and need to go back to the version with the formulas.
Select and copy column F, properties.
Paste as unformatted text (Edit > Paste Special > Paste UnformattedText).
Select and copy column H, customer_email.
Paste as only text (Edit > Paste Special > Paste Only Text).
Select and copy column I, customer_phone.
Paste as unformatted text (Edit > Paste Special > Paste UnformattedText).
Select and copy column M, asset_type_name.
Paste as unformatted text (Edit > Paste Special > Paste UnformattedText).
Delete all sheets except sheet 1.
Save the file.

Enable Remote Access

2024-04-15T16:02:47Z

By default, remote access to assets in Syncro is done via Splashtop.

To enable remote access, follow these steps:

Select the Policies tab in the header bar. The Policies page displays with the policies you have available.
Click the name of a policy. The policy's builder displays this policy's Overview.
Click the Remote Access category on the left.
Select “Syncro Remote Access” from the dropdown menu.
Verify that the “Enable And Deploy Splashtop For Assets On This Policy” box is checked. (This deploys and installs Splashtop 11 on the devices in the policy when the Syncro agent is deployed.)

Note: This is only for Splashtop included with your Syncro subscription. If you're using the “Bring Your Own Splashtop” version, you'll enable that in a different policy section.
Optionally, check the “Require Client Permission For Remote Access” box. This allows your end users to approve or deny remote access to their computer. Once enabled, end users can choose to accept remote access, allow remote access for 24 hours, or deny remote access.
In the Session Notification Indicator section, select from:
1. Popup: Notification fades after a few seconds.
2. Banner: Notification persists throughout the session.
3. Popup & Banner: A popup notification appears, fading after a few seconds but a banner notification persists throughout the session.
  IMPORTANT: If you're HIPAA compliant, we strongly recommend selecting either “Banner” or “Popup & Banner.” These options also allow you to toggle a “Dismiss Banner Notification” setting to Off so end users are always aware that a remote session is active on their device.
Using the Technician Identifier dropdown, select how you want your company or technician's name displayed when remoting into an asset.
Tip: Limit who can and cannot enable Remote Access in Admin > Syncro Administration - Security Groups by unchecking the Policies - Edit Attended/Unattended box:

Checking this box allows technicians to turn Remote Access on/off for the policy. Disabling the setting will hide the Remote Access option from the policy settings as if it did not exist.
Be sure to click Save Policy.

August 2025 Release Notes

2025-08-04T20:20:18Z

These improvements cover updates made since the July 9 release.

New Features

SNMPv3 Network Discovery and Monitoring

Network Discovery and SNMP Monitoring now includes full support for SNMPv3, enabling you to easily meet security rules like HIPAA, PCI DSS, and GDPR by using secure SNMP settings across all your client networks.

Read more here: Enable SNMP On An Asset and Work with Network Discovery Profiles.

We’re excited to introduce two new Microsoft user actions: Revoke Active Sessions and Block/Unblock User, giving technicians direct control to secure user accounts in mapped Microsoft 365 tenants.

This enhancement extends Syncro’s Microsoft user actions by enabling real-time identity control across customer tenants. Technicians can revoke session tokens or block users with a single click, helping prevent unauthorized access and accelerate resolution without needing to log in to the Microsoft admin portal.

Read more here: End User Details.

Syncro Mobile App: Dark Mode

Enhance the Syncro Mobile App experience for on-the-go technicians by reducing eye strain and improving visibility in low-light conditions.

This design choice is specifically engineered to minimize blue light exposure, reduce glare, and optimize screen readability in both dim and bright environments. The result is a more comfortable viewing experience that can help alleviate technician eye strain during long working hours and enhance focus on tasks such as ticket management, asset inspection, and remote troubleshooting.

Read more here: Syncro Mobile App.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life updates that we've made in this release:

Agent

Fixed an issue where remote installs via Network Discovery would fail if a local admin username was provided without a domain.
Fixed an issue where SNMP Monitors configured using hostnames (instead of IP addresses) were failing to connect and timing out.

Assets

Fixed an issue where the Site / Address column in the Asset list sorted Assets without values in the column randomly.
Fixed an issue where the Asset Export did not include filtered results from the Asset Search.

Automated Remediation

Fixed an issue preventing the Trigger Category dropdown from scrolling properly.

Backgrounding Tools

Removed openhardwaremonitor.sys and associated temperature probe monitoring to enhance the module's security and stability.
Refreshed the UI branding for Backgrounding Tools to align with Syncro's updated branding.

Calendar

Improved visibility of text on hover over appointments in dark mode.

Customer Organizations

Added Customer Tag support to the Customer API endpoint.

End Users

Fixed an issue where Contact Tags assigned to End Users were removing after a refresh when unrelated edits were not saved.
Fixed an issue where the Remote Access button in the Associated Assets section did not launch properly.
Clicking on Backgrounding Tools in the Associated Assets section now opens in a new tab.

Invoices

Updated invoices created via API to automatically sync to QuickBooks when integrated.

Microsoft Integration

Updated our Microsoft 365 integration GDAP checks to support the fully granular "one role per security group" model, reducing configuration errors.
Removed the Defender for Endpoint dependency for the Microsoft 365 integration, eliminating the need for manual workarounds for Business Basic and Standard Tenants.
Updated the Baselines drift notification copy to improve readability across all mediums.

Mobile App

Fixed an issue that would lead to Appointments not displaying correctly in tickets.
Fixed an issue where Issue Type could not be updated when creating tickets from chat messages.
Fixed a display issue that could result in the Ticket List displaying multiple times.
Fixed an issue with the Appointment date not displaying per locale format.

Reports

Fixed an issue where the Period drop down on the Tickets Created Report would revert back to “Since 365 days ago”.
Fixed an issue with the formatting of time in the CSV export of the Ticket Time Entry Report.
Fixed an issue where data was not appearing on the Ticket Time Entry Report when Today or Yesterday were the selected Periods.
Fixed an issue in the Executive Summary Report causing some graphs not to render all colors correctly.

Tickets

You can now configure Ticket Automations to change Issue Type on tickets.
You can now navigate directly to the End User Details page from the Contact column on the new Ticket page.
Customer icons assigned to Customers through Customer Custom Fields now display in the new Ticket page.
Improved the dropdown for Duration in the View Log pop up.
Fixed an issue with the Labor Log toggle displaying incorrectly.
Fixed an issue where the Assignee field on the Ticket Details page would shrink after certain updates causing it to be unclickable.
Fixed an issue where Ticket Views set to filter by Customer Organization would include other tickets when grouped by Status.
Fixed an issue where the ticket groupings would not expand when clicking the chevron.
Fixed an issue where the Ticket Reply notification would be sent in addition to the New Ticket Created notification when tickets were created.
Fixed an issue where the Ticket Workflows page would not paginate when more than 15 workflows are created.
Fixed an issue where an error saying “Cannot Read Properties of Undefined” displayed when grouping tickets by Customer.
Fixed an issue where the Ticket Timer would default to billable even when the Ticket Preferences were set to default to non-billable.
Fixed an issue with the calculation of the Average Response Time on the Dashboard page.
Fixed an issue with the Subscribed filter in Ticket Views when tickets are grouped.

Restore Microsoft 365 OneNote Notebooks

2025-08-11T14:22:30Z

Note: OneNote Notebooks are saved as part of a user's OneDrive backup into a “Notebooks” folder. They can not be recreated in Microsoft 365 during a restore process; the only option to recover a Notebook is to download the OneNote package from backup, upload it to your OneDrive, and then share it with the user. You can also email single Notebook pages to the user.

Locate the Notebook

When you need to restore OneDrive Notebooks for a user, follow these steps:

Navigate to the Syncro Tenant's Details Page.
In the Cloud Backups section, locate the row for “OneDrive” in the Service column, then click Restore:

The Backup Portal displays the OneDrive page.
In the left side panel, click to select the Notebooks folder (you'll find it under root):

All existing revisions display on the right.
Select the version you want to recover, then click Download OneNote Package. A .zip file downloads.
Extract all the files from the .zip file.
Open any of the .one files inside the folder. The Notebook opens in OneNote, in read-only mode.

Click File from the main navigation in the top-left corner of the page. You'll see all the OneNote Notebooks under the Info/Notebook information page.
For the Notebook you want to share, click Settings, then “Share or Move:”
You'll be asked to upload the notebook to your OneDrive. It will be placed directly under the Root folder in your OneDrive.
Open the Notebook from in your OneDrive or with the OneNote application.
To share the Notebook with another user, you can either Invite that user to view or edit the notebook, or you can click Copy Link to share it with users who need to access.

Alternatively, to share a copy of a specific Page/Section with a user via email, follow these steps:

Select the Notebook page to share. (You can only share one page at a time.)
In the top-right corner of the Notebook page in OneNote, click Share, then select “Email Copy of Page.”

An email with the contents of the selected page from your Notebook open, and you can send it to another user.

Note: The contents of the Notebook page are placed in the email body, not in an attachment.

Community Power BI Template Hub

2025-11-19T19:20:19Z

The Syncro Power BI Template Hub is your direct path to unlocking actionable insights from your Syncro data.

This area inside the Syncro Community features five curated, pre-built dashboards that connect directly to Syncro account data via the Syncro API. They are simple to set up and easy to modify; plus the visuals and metrics can be quickly tailored to your business. You also get access to community-driven examples, tips, and resources to help you get even more value from your reports.

The Power BI Template Hub provides:

A plug-and-play setup that simplifies the process: you download the templates from the Syncro Community, enter your Syncro subdomain and API key in Power BI Desktop, and your live data automatically pulls in.
Five starter dashboards—Executive Summary, Customer Organization Profitability, Assets Overview, Tickets Overview, and Technician Performance—offer instant visibility into your financial, operational, and client metrics. You gain immediate, self-serve data analysis capabilities on your business performance without extensive technical setup or custom development.
Full customization capability, meaning you can easily modify visuals, add filters, or blend in other datasets to perfectly align the reports with your specific business needs.
A vibrant community knowledge base by promoting the sharing of reporting best practices and allowing partners to contribute new, approved template designs.

Set Up

Follow these steps to connect your Syncro API token and start pulling live data into your Power BI template. Or, watch this short video:

Step 1: Prepare Your Syncro API Key

You can use an existing API token or create a new one.

To create a new token:

In Syncro, navigate to Admin > API - API Tokens.
Click +New Token.
In the row for Power BI, click Create Token.
Leave all the permission boxes checked, then scroll to the bottom and click Create API Token.
Copy the token and click Done.

Step 2: Open the Power BI Templates

Download the Power BI templates .pbix file from the Syncro Power BI Template Hub.
In the top menu of Power BI, click Transform Data to open Power Query.

Step 3: Enter Your Syncro Credentials

In the Parameters group (left panel), enter:
1. Subdomain: Your Syncro subdomain.
2. API Key: Paste the token you copied from Step 1.
Click Close & Apply.

Power BI will begin querying your account data, which may take a few minutes. When that's finished, you'll be ready to explore your data.

See also: Troubleshooting.

About Data Refreshes

Because this template pulls live data directly from the Syncro API using custom Power Query functions, automatic scheduled refresh is not supported in the Power BI Service. To update your dashboards with the latest data, simply open the .pbix file in Power BI Desktop and click Refresh.

See also: Troubleshooting.

The Starter Template

Each of the five Power BI dashboards highlights a different part of your business. You can them use is, or as a starting point to build upon.

Tips:

Use the tabs at the bottom of Power BI to navigate between them.
Use the date slicer at the top-left of each dashboard to filter the data (e.g., “Last Month,” “Last 7 Days”).

Executive Summary

Audience: Owners / Business Leaders

Benefits: Delivers a high-level summary of revenue, billable hours, and team workload. This consolidated view serves as a quick health check to monitor performance trends, optimize billability, and uncover revenue opportunities. Answers the question, “How is my business performing financially and operationally, overall?”

Key insights include:

Total revenue
Pending ticket charges
Number of customers
Total billable vs non-billable hours
Billable Time %
Revenue & invoice trend
Pending ticket charge breakdown table

Customer Organization Profitability

Audience: Owners / Business Leaders

Benefits: Uncover revenue contribution, service effort, and profit drivers by Organization. Leverage these insights to optimize pricing, refine service levels, and segment accounts for maximum profitability. Answers the question, “Which customers are the most and least profitable?”

Key insights include:

Revenue YTD / MTD
Average resolution and response time
Total worked hours
Number of tickets resolved
Profitability ranking (top/bottom customers)
Per-customer metrics (revenue, hours, effective hourly rate, hours per ticket, profit per ticket)

Note: This dashboard calculates Average Response Time using the raw response_time values from the /tickets API (a simple average of the first response time in seconds). Because Syncro’s in-product metric includes additional logic such as SLA rules, ticket cloning, linked tickets, and/or automations, the value shown here could possibly differ from what you see in Syncro.

Assets Overview

Audience: Owners / Technicians

Benefits: Instantly identify at-risk devices and visualize your full fleet composition. Drive proactive maintenance with a comprehensive snapshot of device types, OS versions, warranties, and health indicators. Answers the question: “What is the current health and status of my customers’ assets?”

Key insights include:

Total asset count
Number of assets with low disk (<10%)
Number of assets pending reboot
Warranty status (under / out of warranty / unknown)
Asset types distribution
OS release version distribution
Detailed asset table (age, storage, health indicators)

Tickets Overview

Audience: Technical Leaders

Benefits: Track ticket flow and technician bandwidth in real time. Use immediate insights to maintain SLA compliance and zero in on aging or overdue work. Answers the question: “What is happening with tickets today and what requires attention?”

Key insights include:

Tickets opened, updated, resolved today
Past due & unresolved tickets
Daily avg tickets resolved (30 days)
Tickets updated (today vs yesterday)
Current open tickets by technician
Detailed ticket table (subject, customer, status, due date, technician)

Technician Performance

Audience: Owners / Technical Leaders

Benefits: Analyze technician performance across workload, speed, and distribution. Leverage these insights to optimize resource allocation, resolve bottlenecks, and drive data-backed coaching conversations. Answers the question: “How efficiently is each technician performing?”

Key insights include:

Number of tickets resolved
Avg response & resolution time
SLA breaching soon / SLA breached ticket count
Ticket count by technician & issue type
Issue type volume distribution

Customize the Dashboards

Ready to take control of your data? Watch this short video to learn how to fully leverage Power BI's slicers and filters to personalize reports, like the Technician Performance dashboard, to focus on the KPIs that matter most to you:

Troubleshooting

Set Up Errors

If you see an error during set up, select Close. If the data is loaded, you can proceed normally.

If the data is not loading, here are a few things to check:

Verify your subdomain: Use the URL you normally sign into Syncro with.
Example: if you log in at yourmsp.syncromsp.com, then your subdomain is yourmsp.
Verify your API key: Make sure the key is copied exactly as provided from the Admin > API Keys page, with no extra spaces.
Re-enter both values: In Power BI, go to Home > Transform Data > Parameters, then paste in your correct subdomain and API key.

Refresh Errors

If you receive refresh errors in the Power BI templates (e.g., 429 “Too Many Requests”, failed customer loads, or stack overflow-type errors), this is most likely caused by Power BI making too many simultaneous requests to Syncro at once and hitting our rate limit of 180 API calls per minute.

While we're optimizing request handling, a reliable workaround is to disable parallel loading so Power BI processes one table at a time instead of firing requests concurrently. Follow these steps:

In your Power BI file, navigate to File > Options and settings > Options.
Under Current File, select Data Load.
Set Parallel loading of tables to 1 (this disables parallel loading).
Click OK, then refresh the report again.

IMPORTANT: Because Power BI is now loading tables sequentially, the refresh will take longer than before. This is expected behavior. The tradeoff is improved stability and fewer API-related refresh failures.

Create a Product or Service

2024-05-07T14:52:24Z

Products are generally physical items like cables, monitors, etc. Products may also refer to software products you license through a vendor and offer to (Customer) Organizations you support. Services are often regarded as labor, or other activities or contracts you offer.

You can add to your list of products and services in Syncro manually or via an import.

Adding your Products & Services to Syncro saves you time when adding items to your Invoices and Tickets, provides you with useful information via reports, and helps you keep track of stock. You can still manually add line items to Invoices or Tickets, without adding them to your Products & Services.

Watch this short video to learn more, or read on to learn how to manually create a new product or service:

Add Product or Service Details

To add a new product or service, follow these steps:

Navigate to the Products & Services tab. (If you don't see this option in your primary navigation bar, first select the More > dropdown.) The Products page displays, with the table of existing products:

Click +New Item. The New Product page displays, with the Product Details tab selected:

Notes:

For most Products (and Services), you'll leave the default Product or Service radio button selected. See Discounts for information about the other options.
When you enter “Price” and “Cost,” Syncro automatically calculates and displays the Markup Percent.
Check the “Maintain Stock” box to enable the “Quantity,” “Reorder At,” and “Desired Stock Level” fields.
Check the “Serialized” box to change the Quantity field to a button labeled Add Serial Numbers. Click the button to scan or type serial number(s), then press Enter or click Close. Syncro automatically saves the serial numbers.
The “Category” dropdown displays categories you have defined under Admin > Products & Services - Preferences; The “Warranty Template” dropdown displays Warranty Templates you have defined under Admin > Inventory - Warranty Templates. For information about Tax Rates see Configure Tax Rates.
See also Products & Services Fields Reference.

If desired, click the Upsell Opportunities subtab and add any product upsells.
Click Create Product. Your new item appears in the Products page/table.

Tip: Once you've created some products and/or services, you may also want to create a few discounts.

Product Upsells

Use the Upsell Opportunities subtab to create upsell opportunities.

Follow these steps to specify other products or an entire category of products as upsells:

Navigate to the Upsell Opportunities subtab if you aren't already there. (Under Products & Services > +New Item, or click the Edit (pencil) icon to edit an existing one.)
At the top of the page, search for the specific item you want to upsell. Or, at the bottom of the page, search for the category of items you want to upsell. Results display as you type.
Press Enter to select a result. Syncro adds the Name (and for individual items, the Description) of the item as an upsell opportunity. You can click the Delete (red x) icon to remove items:
Click Create (or Update) Product.

Note: Upsells can work with the Estimates, Invoices, and/or POS (Point of Sale) areas of Syncro, provided you enable the upsell settings in each area. Once Syncro saves the product upsell, you will see the opportunities display on the screens when the product is added as a line item on an Estimate, Invoice, or chosen in the POS:

Entra ID Sync (Legacy)

2024-07-08T19:32:26Z

IMPORTANT: This documentation relates to a legacy version of the Syncro-Entra ID Sync integration.

While this version is still currently usable and supported, we recommend that you Set Up Microsoft Entra ID User Sync to move to the new version at your convenience. However, if you're using Syncro invoicing to bill customers for Microsoft Licenses based on the Custom Fields populated by the legacy Entra ID Sync, you should wait until the new Entra ID Sync supports invoicing for Microsoft Licenses.

If you're running both legacy and new versions of Entra ID Sync in parallel, note that:

The old version will sync DAILY; the new version will sync HOURLY.
Fields in the new Microsoft Information section are updated HOURLY. These columns/values also appear in the End Users table by default.
Any Contact Custom Fields created by the old sync are updated DAILY. If you have any Contact Custom Fields, columns for them will also appear in the End Users table. When you remove the old sync, values for these columns will no longer be added/updated, so you may want to hide them.

Syncro’s Microsoft Entra ID integration feature helps you streamline your operations and provide better service to your customers by syncing data from Microsoft Entra ID to Syncro Contacts.

Benefits of this integration include:

Streamlined Contact Information: Keep all customer contact information perfectly synced, ensuring accurate and up-to-date records.
Automated Client Billing: Automate customer billing based on their Microsoft License type using the Customer Contact.
Saving Clients Money: Lower your customers’ Microsoft bills by finding unused Microsoft licenses.
Audit Client Security: Quickly find customers who have low Microsoft Secure Scores or don’t have MFA turned on.
Link Contacts to Devices: You can now link the devices associated with Entra accounts directly to Syncro devices, providing your Syncro assets with an assigned contact.

Prerequisites

Before getting started, make sure that your Microsoft Entra ID accounts are up to date and complete.

IMPORTANT: Syncro treats Microsoft Entra ID as the source of truth, so the integration will overwrite data stored in Syncro with the data stored in Microsoft Entra ID.

Installation and Configuration

To install this integration, follow these steps:

Navigate to Admin > Integrations - App Center, and click the Entra ID App Card:
Click Add a Syncro API Key for your Entra ID Integration.
Enter your subdomain and API Key, then click Save and Continue:

Note: If you haven’t created an API Key yet, navigate to Admin > API - API Tokens, click +New Token and create an API Token with the following permissions:

Customers - All
Contacts - All
Documentation - All
Assets - All

For each Customer, you’ll need access to their Azure portal. Log into it, navigate toMicrosoft Azureand copy the Tenant ID to the clipboard.
In the table in the App Card, click “Connect Entra ID” for the Customer you want to connect to Entra ID.
Paste the Tenant ID, make any optional selections (see below), and click Connect Your Data to authenticate with Entra ID:

Select any Departments to Ignore (Leave this blank to not ignore any Departments)
Select any Departments to Include (Leave this blank to include all Departments)
Include guest users (We recommend leaving this off unless you have a specific use case for including guests)
Remove empty licenses (We recommend this be enabled if you plan on using the integration for billing)

Repeat steps 4-6 for each Customer you want to connect to Entra ID.

Automatically Created Custom Fields

The following Custom Fields are automatically created when you set up the integration:

Customer Custom Fields:
- microsoft_secure_score (text)
- azure_licensed_user_count (text)
- azure_active_user_count (text)
Contact Custom Fields:
- azure_license (dropdown) with answers, including, but not limited to:
  - Microsoft 365 Business Basic
  - Microsoft 365 Apps for Business
  - Microsoft 365 Business Standard
  - Microsoft 365 Business Premium
- azure_mfa_status
  - Denotes whether MFA is enabled or disabled
- azure_mfa_methods
  - Indicates what type of MFA is enabled
- azure_last_activity
  - Displays the last time this Azure User used their account (logged in, used Excel, etc.)

Note: Click “Modify Connection” and then “Run Jobs” for the Customer to manually trigger a sync. Otherwise, it will automatically sync daily between midnight and 2 a.m. Pacific Time.

IMPORTANT: The system maps Entra ID Users to Syncro Contacts by unique email address. If you change the email address in one place or the other, it will break the mapping for that Contact. If a Contact does not exist in Syncro for an Entra ID User, one will be automatically created.

The following fields are synced from Entra ID to Syncro Contacts:

Name
Address1
Address2
City
State
Zip
Business Phone
Mobile Phone
Job Title

The following fields are synced from Entra ID to Syncro Assets:

Assigned Contact

If a Syncro Contact exists as an Entra ID User, the integration will overwrite the Syncro Contact and be kept up to date going forward. If a Syncro Contact does not exist as an Entra ID User, it will not overwrite what’s in Syncro.

Microsoft License Type and Billing

This integration creates a dropdown Custom Field on the Contact called “azure_license,” which pulls the license type from the Entra ID User. It can have several different values, including, but not limited to:

Microsoft 365 Business Basic
Microsoft 365 Apps for Business
Microsoft 365 Business Standard
Microsoft 365 Business Premium

If the Entra ID User has more than one of these licenses, the one with the higher number will be displayed. With this custom field, you can automatically bill based on how many licenses a customer has using the Contact Custom Field dynamic line item counter in Syncro’s Recurring Invoice module.

Additionally, the integration syncs over Customer Custom Fields for azure_licensed_user_count and azure_active_user_count. Noticing any discrepancy between these two fields can help you save money for your customers: you can remove any unused Microsoft licenses.

Security Audits

This integration fetches a Microsoft Secure Score from Entra ID and adds it to your Syncro customer information. This can help you understand how secure your customer's Azure instance is, and indicate whether your customer should implement new security policies.

Troubleshooting the Entra ID Sync

If the azure_mfa_status, azure_mfa_methods, and azure_last_activity fields aren’t populating, follow these steps:

Enable access to these fields by changing a setting in the Azure Instance for the customer, per these instructions.
Make sure the contact’s endpoint has a license for either Entra P1 or Entra P2. Without this license, access to the fields cannot work. This license appears in the azure_license field on the contact page. For more information about which Microsoft licenses include Entra P1 or P2, please consult Microsoft’s documentation.
Make sure your Enterprise application has granted permissions to Syncro for AuditLog.Read.All. If you do not see this permission applied, click ‘Grant Admin Consent’ on the permissions page of the Enterprise Application.

Use Ticket Workflows

2024-06-11T12:21:40Z

Ticket Workflows is a Syncro feature that allows you to specify and save different entry forms that Technicians can use when they create Organizations, Tickets, and other things in Syncro, all on a single page.

Note: These forms are different from the entry forms in the End User Portal, which can still be used by your End Users.

With Ticket Workflows you can:

Create up to 15 Ticket Workflows to best support running your business,
Create Appointments, Assets, End Users, Organizations, Invoices, Tickets, and Ticket Worksheets on a single page, automatically linking them, and
Set default values for fields, so you don't have to type the same thing over and over.

Create a Ticket Workflow

To create a new Ticket Workflow, follow these steps:

Navigate to Admin > Tickets - Workflows. The Ticket Workflows page/table displays.
Click +New Workflow. The New Workflows page displays with the CUSTOMER DETAILS and TICKET DETAILS added and expanded by default:

Enter a name for your Ticket Workflow.
In the CUSTOMER DETAILS section:
1. Use the VISIBILITY columns on the far right to specify whether and how your Ticket Workflow should include each field (i.e., Show, Hide, or Require). Note that setting fields this way only affects this Ticket Workflow, not the rest of the app (e.g., Estimates, Invoices, Inventory, etc.).
2. For any fields you decided to Show or Require, enter/select any desired default values in the DEFAULT VALUES column. Any values you enter are automatically populated when you run the workflow.

Tips:

If you don't want to specify any Organization-related fields, click Remove Section.
Once you've adjusted the information in a section, click the minus (-) to collapse it. The plus (+) button re-expands it.
For some sections, you can click Reset to Default to restore the Show/Hide/Require settings back to their original values:

Repeat this process for the TICKET DETAILS section. (Category and Store Location are not used—you can ignore them.)
Optionally, click Add Section and select from the displayed options to add additional sections to your Ticket Workflow:

Repeat this process for any additional sections.

Tip: If you change your mind about a section you've added, click Remove Section to delete it. However, you cannot remove the CUSTOMER DETAILS nor the TICKET DETAILS sections.

Optionally, use the Move Up and/or Move Down buttons on each sections toolbar to rearrange the order.
When you're finished, click Save Workflow. The button changes to Run Workflow.
At the top of the page, click Back. Your Ticket Workflow displays in the Ticket Workflows table.

Select a Default Ticket Workflow

Syncro uses your the Ticket Workflow you designate as your default whenever you create a ticket.

To designate a default Ticket Workflow, follow these steps:

Navigate to Admin > Tickets - Workflows.
Click Not Default in the row corresponding to your Ticket Workflow in the Ticket Workflows table. The text changes to Default, which you can click again if and when you change your mind about which workflow to use as the default.

Run a Ticket Workflow

There are multiple ways to run an existing Ticket Workflow:

Navigate to Tickets, then click +New Ticket. On the New Ticket page that displays, use the Workflows button menu to select one:

Click Run Workflow in the row corresponding to your Ticket Workflow in the Ticket Workflows table. (Navigate to Admin > Tickets - Workflows).
If you've just finished creating, are editing or viewing a specific Ticket Workflow, scroll to the bottom of the page and click Run Workflow. In this case Syncro displays a preview of the Ticket Workflow in a new browser tab.

Tip: In the upper right corner of a running Ticket Workflow you'll find a few shortcuts:

Use the Choose Workflow button menu to change the Ticket Workflow.
Manage Custom Fields navigates you the Custom Fields for Ticket Types.
If authorized to Manage Workflows, this button appears and navigates you to the Ticket Workflows table. See also Security Settings for Ticket Workflows.

Use a Ticket Workflow

In the Customer/Contact section, you can:

Search for an Organization or End User and select a result to prefill the fields.
Click Update Information to change the form to edit mode, then Save or Cancel any changes.
Click Show All Fields to redisplay all available fields for Organizations/End Users.

At the bottom of a Ticket Workflow, you can still Add Section as described in Create a Ticket Workflow. Each new section you add may have its own toolbar functions. Delete any newly added but unwanted sections using the Delete (trash can) icon.

After you've completed all desired fields, click Save. Syncro displays the Ticket Details Page for your new Ticket.

Edit, Clone, or Delete a Ticket Workflow

Note: Each of these actions (Edit, Clone, and Delete) is possible when you navigate to Admin > Tickets - Workflows.

Click the hyperlinked name of a Ticket Workflow to edit it.

Click Clone in the row corresponding to your Ticket Workflow in the Ticket Workflows table. Syncro automatically appends the word “(Clone)” to its name.

Click the Delete (red x) icon to delete a Ticket Workflow. Click OK to confirm your choice.

Note: If you delete a Ticket Workflow currently assigned as the default, Syncro reverts to the standard, Original Ticket Workflow.

Troubleshooting Ticket Workflows

Each Ticket Workflow must have an Organization section and a Ticket section. Syncro will prevent you from saving your Ticket Workflow without them.
Account-wide settings apply to Ticket Workflows. So if an email address is required to Create a Customer, it will also be required here. This also includes requirements on custom fields.
Syncro allows you to create a maximum of 15 Ticket Workflows.

If Your Ticket Workflow Stopped Working

When you start a new Ticket with a Ticket Workflow and then click Save, this button briefly changes to Processing… If the Save button reappears but it won’t allow you to move beyond that, you may need to update some options.

First, edit the Ticket Workflow that stopped working. If you see an Update - Options Have Changed button in one of the sections, you will see one or more fields with an “i Caution” warning:

If this happens:

Hover your mouse over the warning to see what to fix (note which fields).
Click the orange Update - Options Have Changed button. The Cautions disappear.
Make any needed adjustments to the fields that caused the Caution to display.
Click Save Workflow.

Note: You may need to navigate to other areas in Syncro resolve these cautions.

Security Settings for Ticket Workflows

There is a permission that Admins can use to allow Syncro Users to access and manage content inside Ticket Workflows.

Navigate to Admin > Syncro Administration - Security Groups, then click Edit for the desired Security Group.
Scroll to the Ticket Workflows section, then check either the header box to allow all actions, or individual boxes as desired.
Click Update Group to save your changes.
Then, make sure any desired Syncro Users are in that Security Group!

About Syncro Account User Billing

2024-12-12T16:24:38Z

Syncro's subscription billing structure is on a per-user basis. You will be billed for the number of Syncro Users you have active at the time of your subscription renewal.

Add New Users to Your Account

You can add or “enable” users at any time during your billing cycle. When you add a new user to your account, you will be billed for the user immediately. You will be billed a prorated amount depending on how far into your billing cycle you are. New users will always be on the same subscription term the rest of the account is on—annual or monthly.

There is currently no way to “mix and match” subscription terms within one account. All users must be on the same subscription term, either monthly or annual.

To add Syncro account users, see the Add & Assign Users to Security Groups documentation.

If you attempt to add a new user and the payment fails, our system will flag your account as having a failed transaction. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account. If you have any problems during this process, please reach out to our billing department at [email protected]">[email protected].

Disabled Users

You can disable a user on your account at any time during your billing cycle. To ensure you are not billed for users you no longer need, you must disable users before your subscription renewal day. Once a subscription renews, Syncro does not offer refunds for any users disabled mid-billing cycle.

When a user is disabled on your account, you do not receive a credit or refund for any remaining time. Instead, the user license remains active and available for use until the end of your current billing cycle. Once your current billing cycle ends, your subscription renews at the number of users you have active at that moment.

As an example, you could disable “User A” 20 days before the end of your billing cycle and during those 20 days, you could add “User B” without being charged again. User B would be using the license available on your account from disabling “User A”. This works the same for both monthly and annual subscription terms.

To disable Syncro account users, see the Add & Assign Users to Security Groups documentation.

Work with (Masked) Credentials

2025-01-10T21:57:03Z

Masked Credentials are a way to securely store login credentials, but also make them easy to access without requiring you to enter a long password.

Credentials can be saved for an Organization, an End User, or a document in the Documentation Center. These credentials can be accessed in the End User Portal, or can be private/internal only.

IMPORTANT: The Password field for a credential is salted and encrypted. The salt is per row. The password is only decrypted and sent to the client at the time that the field is clicked to be shown.

Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Create a New Credential

For an Organization

To create a new credential for an Organization, follow these steps:

Navigate to the Credentials subtab on an Organization's Details Page, then click +New Credential:

Syncro creates a row where each cell is editable inline.
Click into each cell to enter a value, then click Save for each:
- Name: Enter a descriptive name to help you remember what the credential is for.
- Username: Often an email address, but it can be whatever username you want.
- Host/URL: Link to the site, if applicable.
- Password: Enter a password. The next time this page loads, the password will be masked with stars:
- Notes: Enter any notes you want to make about the credential.
- Public: Click this cell to toggle between "Public on End User Portal" or “Private” values.

After you save all the cells, the row in the Credentials table looks something like this:

Tip: If you want to temporarily see and/or copy the Password, click into the Password cell:

For an End User

Follow these steps to create a credential for an End User:

Navigate to an Organization's Details Page.
Select the End Users Subtab, then click on a row to navigate to an End User's Details Page.
Scroll to the Credentials section.
Click the “+New” link in the header.
Complete the credential row as described in “For an Organization Credential.”
Click Save Changes.

For a Document

Follow these steps to create a credential for a Document:

Navigate to the Documentation tab/module, which you might find under the More menu.
Click Edit for an existing document.
Scroll to the Credentials section, then click +New Credential.
Complete the credential row as described in “For an Organization Credential.”
Click Save Changes.

Edit or Delete a Credential

For an Organization

To edit or delete an existing credential associated with a Organization, navigate to the Credentials subtab on an Organization's Details Page.

To edit the credential, click into any cell and make your changes. Click Save when finished.

To delete the credential, click the red X to the far right of the appropriate row, then click OK to confirm.

For an End User

To edit or delete an existing credential associated with an End User, follow these steps:

Navigate to an Organization's Details Page.
Select the End Users Subtab, then click on a row to navigate to an End User's Details Page.
Scroll to the the Credentials section.

To edit the credential, click the right-facing caret to open the Credential, make your changes, then click Save Changes.

To delete the credential, click the trash bin icon to the far right of the appropriate row.

For a Document

To edit or delete an existing credential associated with a Document, follow these steps:

Navigate to the Documentation tab/module, which you might find under the More menu.
Click Edit for an existing document.
Scroll to the Credentials section.

To edit the credential, click into any cell and make your changes. Click Save when finished.

To delete the credential, click the red X to the far right of the appropriate row, then click OK to confirm.

Set Access for Credentials

End User access to credentials (i.e., in the End User Portal) is handled by the “Credentials - View All” and “Credentials - View Mine” Portal User Permission Group settings.

You can restrict Syncro User access to credentials through in a Security Group's “Credentials” category, which includes options for Delete, Edit, New, and View.

View Credential Access

Syncro provides you with a report that allows Admins to view those who have accessed credential details and when.

Navigate to the Reports tab/module.
In the Employees section, click the “Credential Access” link.

In the Credential Access Report page that displays, you can search by a specific Organization, include End Users, and/or Documentation. You can also use the Period dropdown menu to and specify a timeframe:

Tip: Click the CSV or PDF buttons in the upper right to export and/or print a copy of the report.

Customizing Invoice Templates for non-US users

2024-11-17T19:54:32Z

Note: This document has been imported from the former KB and has not yet been verified.

Users outside the United States may require different data to show on Invoice PDFs. Some need the information to be presented Tax Inclusive, others need Tax Exclusive, and others No Tax shown at all.

You can customize the way your invoice table displays by using different tags in the template's HTML and modifying the headers of the table.

1. Start by heading to Admin > PDF/Email Templates > Invoice Templates.

2. Click on the orange "Edit Invoice Template" button

3. Click on the "Source" button to access the underlying HTML.

4. Search for <div class="invbody"> to find the portion of the code that is generating your Invoice Table. This block of code is what you're going to be replacing.

5. Decide which type of template you need and replace that portion of code with the following.

A. Tax EXCLUSIVE Template with Item-Description in one wide column
(This is just like the default template, but with more room for item/description text to flow)

<div class="invbody">
<table cellspacing="0" class="invbody-items">
   <thead>
       <tr>
           <th class="first">
           <div class="item">Item - Description</div>
           </th>
           <th>
           <div class="quantity">Quantity</div>
           </th>
           <th>
           <div class="unitcost">Unit Cost</div>
           </th>
           <th>
           <div class="unitcost">Net Amount</div>
           </th>
           <th>
           <div class="unitcost">{{tax_label}} Rate</div>
           </th>
           <th class="last">
           <div class="linetotal">{{tax_label}}</div>
           </th>
       </tr>
   </thead>
   <tbody>{{line_items}}
   </tbody>
</table>

B. Tax INCLUSIVE Template with Item-Description in one wide column
(This presents line item data that same way it's displayed on the Invoice Page)

<div class="invbody">
<table cellspacing="0" class="invbody-items">
   <thead>
       <tr>
           <th class="first">
           <div class="item">Item - Description</div>
           </th>
           <th>
           <div class="quantity">Quantity</div>
           </th>
           <th>
           <div class="unitcost">Rate (Inclusive)</div>
           </th>
           <th>
           <div class="unitcost">Unit Extended</div>
           </th>
           <th>
           <div class="unitcost">{{tax_label}} Rate</div>
           </th>
           <th class="last">
           <div class="linetotal">{{tax_label}}</div>
           </th>
       </tr>
   </thead>
   <tbody>{{line_items_unit_price_as_tax_inclusive}}
   </tbody>
</table>

C. No Tax Template
(For those who don't charge tax)

<div class="invbody">
<table cellspacing="0" class="invbody-items">
   <thead>
       <tr>
           <th class="first">
           <div class="item">Item</div>
           </th>
           <th>
           <div class="description">Description</div>
           </th>
           <th>
           <div class="quantity">Quantity</div>
           </th>
           <th>
           <div class="unitcost">Unit Cost</div>
           </th>
           <th>
           <div class="unitcost">Net Amount</div>
           </th>
       </tr>
   </thead>
   <tbody>{{invoice_line_items_table_no_tax}}
   </tbody>
</table>

D. Default Tax Exclusive Template
(This is what you'll get if you reset your template)

<div class="invbody">
<table cellspacing="0" class="invbody-items">
   <thead>
       <tr>
           <th class="first">
           <div class="item">Item</div>
           </th>
           <th>
           <div class="description">Description</div>
           </th>
           <th>
           <div class="quantity">Quantity</div>
           </th>
           <th>
           <div class="unitcost">Unit Cost</div>
           </th>
           <th>
           <div class="unitcost">Net Amount</div>
           </th>
           <th>
           <div class="unitcost">{{tax_label}} Rate</div>
           </th>
           <th class="last">
           <div class="linetotal">{{tax_label}}</div>
           </th>
       </tr>
   </thead>
   <tbody>{{invoice_line_items_table}}
   </tbody>
</table>

6. Click on the "Source" button again. If you need to edit the language in the table headers, you can do that now.

7. Click on the green "Update Template" button and check out your new Invoice Table!

Notes:

This method will also work for editing Estimate templates.
This will only work on non-US accounts.

Apply SPIFFs and Commissions

2024-11-17T12:28:18Z

A SPIFF (Sales Performance Incentive Fund) is a specific, short and possibly fixed-amount bonuses used to motivate people to hit temporary targets, such as promoting a new item or moving old stock.

Commissions are ongoing payments made to person who earns a percentage of every sale they make. They're designed to encourage long-term, consistent volume of sales.

You can set up both SPIFFs and Commissions in Syncro, and use the Sales and Commission Report to pull a report of everything each of your employees has sold within a date range you specify.

Create a SPIFF or Commission

To create a new SPIFF or Commission, follow these steps:

Navigate to Admin > Products & Services - Spiff and Commission.
Click +New Spiff.
For the new SPIFF or Commission, enter a Name, Description, Amount (in dollars ($) and/or percentage(%).
Click Save. Your new SPIFF or Commission appears in the table.

Assign a SPIFF or Commission to a Product

Once you have SPIFFs and/or Commissions available, you can assign them to Products and/or Services. Follow these steps:

Navigate to Products & Services.
Create a new Product or edit an existing one.
In the Spiffs or Commissions dropdown menu, check one or more of the boxes.
Create (or Save) your Product.

Edit, Delete, or Disable a SPIFF or Commission

To edit, delete, or disable an existing SPIFF or Commission, follow these steps:

Navigate to Admin > Products & Services - Spiff and Commission.
Click the Edit (pencil) icon to edit the values. Or, if you want to Disable the SPIFF or Commission, check the Disable box.
Tip: You can redisplay disabled SPIFFs and Commissions using the Show Disabled button in the upper right. They'll appear with a red background.
Alternatively, click the Delete (X) icon to delete it.

Troubleshooting Network Discovery Issues

2025-05-26T16:48:53Z

This document should help you identify and resolve any issues you might run into while setting up Network Discovery Profiles and acting on network discovered devices. If you have issues that are not covered here, please reach out to Support.

See also: Remote Installation Prerequisites.

Warning Icon Next to Primary Node

If you see a warning icon next to the asset displayed in the Primary Node column of the Network Discovery table (in the Profiles view only), this means the asset originally selected as the Primary Node for the scan has been deleted. Discovery will be disabled for the profile until you edit the profile and select a new Primary Node.

Status Issues

Stuck “In Progress”

Older agent versions may cause discovery runs to become stuck in the "In Progress" status for 24 hours.

If you encounter this issue, please ensure that the Syncro Windows Agent on your primary network node is upgraded to the latest version and retry the discovery scan once the previous one has failed.

Repeated “Install Failed”

If you repeatedly get “Install Failed” statuses, you should:

Hover over the status to see a tooltip that will provide more information about the specific error, which may include:
- Download failed: Agent installer could not be retrieved
- Authentication issue or insufficient permissions
- Installation failed: WMI error
- Device unreachable: Check Network, WMI, Offline
- Installation failed: Generic failure
Confirm your credentials are correct,
Look to see whether alternate, device-level credentials may be needed,
Confirm that the Primary Network Node in the Discovery Profile is online and present on the network, and
Check that a firewall isn't blocking the Syncro agent. (See also: Syncro Exceptions and Allowlists.)

Error Codes

Error Code 1: Download Failed: Agent Installer Could Not Be Retrieved

Check Internet Connection: Ensure the device attempting the installation has a stable internet connection. Try browsing a website.
Firewall/Proxy: Investigate if a firewall on the device or network, or a proxy server, is blocking the download. You might need to add exceptions for the Syncro domain or IP addresses.
Antivirus/Security Software: Temporarily disable antivirus or other security software to see if it's interfering with the download. If it is, configure exceptions for the agent installer.
Check Syncro Status: Verify if there are any reported outages or issues with the Syncro platform that might be affecting downloads.

Error Code 3: Agent Installation Skipped: An Agent Was Already Installed

No Action Needed: This status typically indicates a successful outcome–the agent was already there. No further installation is required.
Troubleshoot if Unexpected: If you didn't expect the agent to be installed, investigate how it might have been installed previously.

Error Code 5: Authentication Issue or Insufficient Permissions

Verify Credentials: Double-check the username and password used for the installation. Ensure they are correct and typed accurately.
Administrator Privileges: The account used for installation MUST have local administrator privileges on the target device.
Domain vs. Local Account: Ensure you are using the correct type of account (domain account if the device is domain-joined, local account if it's a workgroup).
UAC (User Account Control): Temporarily lower the UAC settings on the target device (if safe to do so) to see if it's interfering with the installation's elevated privileges.
Group Policy Restrictions: Investigate if any Group Policies are restricting the installation process or user rights on the target device.

Error Code 6: Installation Failed: WMI Error

Verify WMI Service: Ensure the Windows Management Instrumentation (WMI) service is running on the target device. Check services.msc.
Restart WMI Service: Try restarting the WMI service.
Check WMI Repository: The WMI repository might be corrupted. You can try rebuilding it (this is an advanced step and should be done with caution). Use commands like winmgmt /verifyrepository and potentially winmgmt /resetrepository.
Firewall: Ensure the Windows Firewall (or any other firewall) on the target device is not blocking WMI traffic. You might need to enable specific WMI-related rules.
Permissions: Verify that the account used for installation has the necessary permissions to access WMI on the target device.

Error Code 7: Device Unreachable: Check Network, WMI, Offline

Ping Test: First, try to ping the target device from the machine initiating the installation to verify basic network connectivity.
Check Network Connection: Ensure the target device has a valid network connection and is online.
Firewall: The Windows Firewall (or any other firewall) on the target device might be blocking all incoming connections, including those needed for agent installation. You might need to temporarily disable it for testing or configure necessary rules.
WMI Service: Even if the device is online, the WMI service might not be responding. Try to remotely connect to the WMI service on the target device using tools like WBEMTest.
DNS Resolution: Ensure that the hostname or IP address of the target device is resolving correctly.

Error Codes 2 & 4: Installation Failed: Generic Failure

Check Installation Logs: The most crucial step for generic failures is to examine the detailed installation logs on the target device. These logs often provide specific error messages that pinpoint the problem. The location of these logs can vary depending on the operating system.
Run as Administrator: Ensure the installation is being run with administrator privileges. Right-click the installer and select "Run as administrator."
Check System Requirements: Verify that the target device meets the minimum system requirements for the Syncro Agent (e.g., operating system version, .NET Framework).
Reboot: Sometimes a simple reboot of the target device can resolve underlying issues preventing installation.
Check Disk Space: Ensure there is sufficient free disk space on the target device's system drive.
Conflicting Software: Investigate if any other software installed on the device might be interfering with the agent installation.
Retry Installation: Attempt the installation again after performing the above checks.

Configure Verified Email Domains

2024-11-08T13:52:30Z

IMPORTANT: Unless you're using SMTP, Syncro strongly recommends that you configure verified email domains as described in this document.

You can read on, or watch this short video to learn more:

About Verified Email Domains

If you're still using the default, Syncro-provided email/Mailbox, the Verified Email Domains feature modifies how Syncro's built-in system sends email through SendGrid using a verified domain you control, which allows DMARC to pass. This has the additional effect of removing a snippet seen in the From address that says “Sent by Syncro” or “on behalf of” and only shows the intended outbound address.

If you're using the recommended custom-branded email/Mailbox option, you can configure Verified Domains before or after that's set up.

If you're looking to bring your own SMTP for the highest level of control over deliverability, SMTP is still the best email solution. Configuring Verified Email Domains changes nothing; it works while SMTP is active.

If you do not wish to set up Verified Domains or are still having deliverability issues, you may want to set up an SPF Record.

Create a Verified Email Domain

To set up Verified Email Domains, follow these steps:

Navigate to Admin > Emails/SMS - Verified Domains. Syncro displays the Email Domains page, listing any already configured.
Click +New Verified Email Domain.
Enter the name of a domain you control, then click Create Verified Email Domain. Syncro displays a page letting you know the records are being created:
Refresh the page. Syncro now displays the record information:
Update your DNS records with the values shown.

Tip: When adding the Host to your DNS setup, you may only need the prefix (the left part from the domain in the Host—e.g., s8452, s8._domainkey, and s82._domainkey in the previous screen) rather than the entire string. This can differ from domain provider to domain provider.
Click Verify DNS Records. Syncro begins processing your DNS validation request. When the DNS records have been successfully verified, the Verified Record column changes to green checkmarks:

Note: It may take a little while for these changes to take effect. If you don't see the checkmarks, refresh the page.

If and when you return to the Email Domains page, your domain is now listed and appears as Verified:

Set Up an SPF Record

A Sender Policy Framework (SPF) record is a type of DNS TXT record that lists the mail servers and domains that are allowed to send emails on behalf of a domain.

SPF records are a primary way to authenticate email and help protect senders and recipients from spam, spoofing, and phishing.

First, you'll need to create an SPF record so that other mail servers know Syncro is allowed to send email on your behalf.

If you already have an existing SPF record created (e.g., with Office 365), insert the IP for Syncro's server--which is 168.245.102.208 into it.

With Office 365 your existing SPF record looks like this:

v=spf1 include:spf.protection.outlook.com -all

So the new SPF record would look like this:

v=spf1 include:spf.protection.outlook.com +ip4:168.245.102.208 -all

If you don't already have an SPF record, make a new DNS record like this:

DNS Record Type: TXT
v=spf1 +ip4:168.245.102.208 -all

Note: Syncro's outgoing email provider, SendGrid, may employ various sending IP addresses in addition to the one listed. These addresses may change over time. If the above IP address isn't working for you, you may want to check your email headers for the sending IP address and add it to your SPF record as well.

Open Invoice Reminders

2024-09-17T15:50:36Z

The Open Invoice Reminders features in Syncro allows you to send automated reminders for open invoices based on the invoice aging.

You can read on, or watch this short video to learn more:

Create a Reminder

To create a new Open Invoice Reminder, follow these steps:

Navigate to Admin > Invoices - Open Invoice Reminders. Syncro displays the Open Invoice Reminder Messages page:
In the upper right, click +New Open Invoice Reminder. Syncro displays the New Automated Reminder page:
Enter a meaningful Name for your reminder. (This is the name as it will appear in the table on the Open Invoice Reminder Messages page.)
Select a Schedule Mode:

After N Days: Syncro sends a reminder email one time per invoice when the invoice is N days overdue. You could create one reminder for 30 days, another for 60, and one more for 90 for example, with different messages. If you're are setting this up and you already have people 90+ days past due, they will initially get duplicates, but that won't happen with invoices going forward.
Every N Day of Month: Syncro sends a reminder email every month (every N days) as long invoices are overdue (i.e., forever). For example, you send a reminder every 1st of the month to every invoice that is more than 30 days overdue. This mode doesn't allow you to change the messaging.

Enter (or select) the number of days to use. This is the “N” used in the Schedule Mode you selected; it's required.
If you selected the “Every N Day of Month” Schedule Mode, enter (or select) the Day of the Month to use. For example, entering “5” will send the reminder every 5th day of the month.)
Optionally, enter an email address for CC Email and/or BCC Email to copy when the reminder is sent.

Tip: Copy yourself to see how the reminder is working.
Note: If Mailboxes are configured, Syncro populates the “From Email” with the mailbox you select for the “Billing” category. If no Mailboxes are configured, Syncro populates the “From Email” field with a default address. (See About the Email Categories for more information.)
Create your communication in the Email Message field. This field accepts HTML formatting, but as a best practice you should keep it simple; this message will automatically send with the invoice PDF attached using your email template.

Tip: Use the Available Template Tags on the right to customize your reminder message.
Check the “Enabled” box.
Click Create Open Invoice Reminder. Syncro displays a confirmation page:
At the bottom left, click the “Back” link. Syncro displays your new Open Invoice Reminder in the table. The reminder will be sent when conditions are met.

Notes:

Syncro sends Open Invoice Reminders daily at 8:00 a.m. Pacific time.
The subject line of your Open Invoice Reminder email has the following format: [Business Name] - Open Invoice Reminder Inv# XXXXXX

Edit or Delete an Existing Reminder

To edit an existing Open Invoice Reminder, click its corresponding Edit (pencil) icon in the far right of the table:

To delete an existing reminder, click its red X, then click OK to confirm.

Tip: Instead of permanently deleting a reminder, you could edit it and uncheck the “Enable” box.

Integrating QuickBooks

2024-06-10T17:56:28Z

Integrating QuickBooks with Syncro streamlines your financial processes by automatically syncing invoices, expenses, and payments. This saves time, reduces errors, and provides real-time financial visibility. These in turn simplify bookkeeping, enhance financial reporting, and ease tax preparation.

Once your QuickBooks account is properly set up, you can choose to integrate either the QuickBooks Online (QBO) or the QuickBooks Desktop (QBD) version.

The table below shows the functionalities of both versions when synced with Syncro.

Syncro Functionality	QBO	QBD
Live Updates - updates sent immediately	√	*
One-time export of all Organizations to QB	√	√
Import Organizations from QB at initial setup	√	√
Sub-Customer Support (They map as Organizations in Syncro)	√	√
Sync Organization records when an Invoice is updated and synced	√	√
Sync Organization records when an Organization is updated	**	**
Sync End Users	+	+
Automatically sync customer databases both ways (QB ←→ Syncro)	++	++
Sync Invoices when updated	√	√
Sync Invoices to Syncro when updated in QB
Sync Invoices with $0 totals	√
Void/delete Invoices in QB when deleted in Syncro	√	√
Sync Refund Invoices	***	***
Sync Payments	√	√
Sync Payments from QB to Syncro	√
Sync Overpayments (a Payment greater than the Invoice amount)	√	√
Sync Partial Payments (multiple Payments to complete an Invoice)	√	√
Sync Split Payments (one Payment applied to multiple Invoices) from Syncro to QB	√	√
Sync Split Payments (one Payment applied to multiple Invoices) from QB to Syncro
After moving a Payment in QB from one Invoice to another, sync the change to Syncro
Sync Store Credit as Credit Memo	√	√
Sync Credit Memos in QB back to Syncro
Sync Purchase Orders (POs) and Bills	√
Sync Purchase Order shipping, notes and tax
Create Purchase Order Bills when PO is marked finished in Syncro	√
One-time export of all Products to QB	√
Sync Products (as items) when a Product is created and added to an Invoice	√
Sync Products (as items) when a Product is updated	√
Sync inventory quantity on Stock Takes
Sync Categories
Sync Customer Purchases	√
Tax Groups support for complex tax configurations	√
Update creation and payment dates upon clicking "Force Update" button	√
Works with Intuit Merchant Services

Notes

All Sync features refer to syncing from Syncro to QuickBooks unless otherwise noted.
This is not a two-way sync. The only exception is payments with the setting “Sync Payments from QuickBooks'' enabled in your QuickBooks Settings in Syncro.

Annotations Reference

* They sync when the QB Web Connector automatically runs or when you manually run it.
** Any new customers or updates made to a customer will not sync until they receive an invoice to sync. If you want to update a customer without creating an invoice, you will need to make the changes in both Syncro and QB.
*** Invoices with refunds need to be adjusted manually in QB.
+ Due to limitations with our customer contact structure and Intuit's sub-contact structure, we only support parent customer syncing in the integration.
++ Any new customers or updates made to a customer will not sync until they receive an invoice to sync. If you want to update a customer without creating an invoice, you will need to make the changes in both Syncro and QB.