These improvements cover updates made from the September 3 release.

New Features

Syncro Cloud Backup

We are excited to announce Syncro Cloud Backup for Microsoft 365 and Entra ID, our new cloud backup offering, built on the Syncro XMM™ platform. This brings Microsoft 365 and Entra ID backup and restore capabilities directly into the product, offering even more power and support for your customers.  

Syncro Cloud Backup enables MSPs to safeguard cloud data, recover from incidents, and deliver added value to clients, all without switching between tools. With built-in backup visibility, restore workflows, and billing support, the new offering simplifies operations, reduces risk, and strengthens customer confidence.

Syncro Cloud Backup can be added onto any Syncro Core or Team plan. You can learn more about pricing and our cloud backup fair use policy in this document.

 What’s Included:

• Unlimited Microsoft 365 & Entra ID backup: Protect Exchange, SharePoint, OneDrive, Teams, and Entra ID identities and policies — twice daily, automatically.
• Auto-provisioning for new users: Any new Microsoft 365 users you add will be automatically protected, so nothing slips through the cracks.
• On-demand backups: Initiate an immediate backup of your most valuable assets with one click.
• Granular restore options: Quickly recover individual files, emails, calendar items, identities, or policies in just a few clicks.
• Multi-tenant management: Manage backups across all customer tenants from a single platform.
• United States, Canada, UK and Australia data residency: Customers can choose where their backups are stored. In-region options support compliance and performance.
• Easy Invoicing: Cloud Backup directly integrates with our Universal Billing so you can add it as a line item to your existing invoices.

Read more here: Getting Started with Microsoft 365 & Entra ID Backup. 

Syncro Mobile - Ticket Worksheets

We’ve added Ticket Worksheet functionality to the Syncro Mobile App to help field technicians be more efficient and streamline their workflow on the go.

The update helps ensure techs consistently follow standardized procedures and accurately document their work while on-site. It also eliminates the need for technicians to use paper checklists or return to the office to update ticket progress, which can lead to missed steps, inconsistent service quality, and delays in project completion.

Read more here: Syncro Mobile: Work with Tickets. 

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:

Admin

• Fixed some UI elements in the Admin menu not closing as expected in very low screen resolutions.
• Fixed UI copy not being visible in Dark Mode on the Account Management page.
• Updated locale drop down to display currently supported locales.
• Fixed an issue with some types of emails on the Status Dashboard. 

Customer Organizations

Fixed an error that prevented newly created Organizations from being deleted.

End Users

• The CSV Export of End Users now includes Microsoft attribute values populated by the Microsoft Entra ID User Sync. The attributes are Microsoft Licenses, Microsoft MFA Status, Microsoft MFA Methods, Microsoft User Principal Name, and Microsoft Last Activity Date.
• The Get Contacts API now includes Microsoft attribute values populated by the Microsoft Entra ID User Sync.  The attributes are Microsoft Licenses, Microsoft MFA Status, Microsoft MFA Methods, Microsoft User Principal Name, and Microsoft Last Activity Date.

Invoices

• Cleaned up a UI issue when choosing line item types on Recurring Invoices.
• Fixed an issue where Open Invoice Reminders would show as being sent from the incorrect outbound email address on the Invoice Detail page.
• Added filtering to the Xero Invoice integration sync phase to follow Xero's API & security guidelines.

Mac Agent

• Resolved an issue where a debug tool intermittently appeared in the system tray menu.
• Moved UI logs to the user library for enhanced security.
• Added support for correctly identifying Heimdal's Thor Agent as onboard antivirus software.
• Updated Syncro branding.

Microsoft User Actions

When resetting a Microsoft user's password, technicians now have the option to enter a custom password instead of using a system-generated one. This feature makes it easier to provide a secure and simple password to an end user, especially when communicating over the phone.

Mobile App

• Fixed an error which resulted in the Start Chat button not working as expected.
• Updated the Mobile App to better reflect when a customer doesn't have an email address when creating a Ticket Comment in-app.

Policies

Fixed an issue saving Policies with a large number of folders.

Reports

• To improve data security, we've updated the 'Downloads' security group permission to 'Downloads (They Generated)', limiting non-admin users to viewing only the reports they've personally exported. Global Admins retain full visibility and can now see which user initiated each download.
• Driver Updates are now included on the Vulnerable Systems Report.

Tickets

• Ticket Subjects can now be edited inline on the Ticket Details page reducing the previous clicks required to go to the Edit page and save from there.
• Updated the Additional CC field on tickets to reduce clicks and improve experience.
• There are new ad-hoc filter options on the Ticket page for Organization and End User so that you can filter tickets by Customer Organization and/or End User / Contact.
• Added Ticket Tags to the Ticket Export CSV.
• A Back navigation link has been added to the Ticket Details page so that it is easier to get back to the Ticket page.
• Fixed an issue where notifications were not sent when an SMS text reply was received from a customer for a ticket.
• Ticket Status names now need to be unique.  Any existing duplicate Ticket Status names have been automatically renamed with [Copy] appended to the name.  No new duplicate Ticket Status names can be saved moving forward.
• Fixed a case where multiple contracts with price controls would conflict. The Contract associated to the ticket now always takes precedent.
• Performed some back end changes to improve reliability of the Recurring Ticket generation system.
• Updated Ticket Worksheet Template UI to make it more clear that it is possible to change the name of a Worksheet Template after creation. Worksheets on Tickets continue to be able to have their name also edited by clicking on the Worksheet title while editing.
• Fixed an issue in the Ticket Timer Notes entry that could cause the field to clear unexpectedly when starting, writing a note, then pausing in a very quick window.
• Ticket Worksheets now correctly display on the Ticket Worksheet Index instead of being cutoff unexpectedly.
• Fixed an error that was preventing the CC'd recipients from displaying in the Ticket Communication box when they recipient was adding as an Additional CC.
• Fixed an issue where Assets associated with Tickets during the Ticket creation process were getting removed after the Ticket was created.
• Fixed an issue where the tooltip for the due date notification next to the Ticket Number on the Ticket Details was not visible.
• Fixed an issue where the My Queue Ticket View displayed Resolved Tickets when it is the default Ticket View for a user.
• Enhanced the drop down list for Destination Tickets when merging Tickets to delineate between Open Tickets and Resolved Tickets.
• Fixed an issue with formatting display when pasting a large amount of content into a Ticket comment with the plain text editor.
• The Duration Start Time on new Labor Log entries now defaults to the time that the Ticket Detail page was loaded.

Other

• Fixed an issue that prevented the Product & Services Category editor from correctly initializing.
• Added a Disconnect button to the Quickbooks Desktop management controls. Allows for easier migration from QBD to QBO.
• Updated API Documents to include new Timer endpoints billable_time & billabled_override.
• Fixed an issue when trying to convert a Bitdefender trial to a subscription.