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.

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:

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.