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Kali Patrick
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Create an Appointment
Published July 26th, 2024 by Kali Patrick
Syncro provides you and your techs numerous opportunities to schedule appointments to meet with customers. If you set up a calendar integration, those appointments can also automatically sync between Syncro and Outlook/Office 365 or Google. Read on, or watch this short video to learn more: Your browser does not support HTML5 video. Prerequisites Be
About Report Time Periods
Published June 25th, 2024 by Kali Patrick
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 2022-05-17 (May 17, 2022, a Tuesday) as Today's date: Period What It Means Example All Today’s date, 2012 to Today’s date, next year. 2012-05-17 to 2023-05-17 Cust
Products & Services Fields Reference
Published May 8th, 2024 by Kali Patrick
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 servi
Customize Labels
Published June 20th, 2024 by Kali Patrick
You can customize the layout and appearance of all the various label types with Syncro's Label Editor. Syncro provides you with the ability to add lots of information to your labels. Keep in mind that labels are small and adding too much makes them difficult to read. We recommend having only the necessary info for the label's purpose. To customize y
Use Ticket View Metrics
Published July 8th, 2024 by Kali Patrick
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: Tip: Click the caret in the upper right corner to collapse the panel if desired. Click any of the color
Customer Efficiency Report
Published August 29th, 2024 by Kali Patrick
The “Ticket Efficiency by Customer Report” is one of two Syncro reports designed to expose the strengths and weaknesses in your business' efficiency. For example, you can use this report to identify which Customers are taking up the most of your technicians' time on tickets, thereby identifying them as less efficient and profitable than customers w
Work with Appointment Types
Published July 26th, 2024 by Kali Patrick
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 cal
Contact Customers with Missing Antivirus
Published August 7th, 2024 by Kali Patrick
One of Syncro's goals is to help you make more money. One way to do this is to use a Saved Asset Search to see all assets without an antivirus (AV), then contact those Customers to tell them the benefits of adding an AV subscription—to protect them against threats in real-time without user intervention, allowing them to blissfully work away without
Notification Events Reference
Published May 7th, 2024 by Kali Patrick
This table describes the events available for your Syncro notifications: Event Description API Token Notifications about tokens created using the Syncro API (under Admin > API - API Tokens): A new API Token was created An API Token was changed Admin Notifications about using the US Postal Snail Mail integration to manually send Invoices, and/or u
About the Customer Details Page
Published April 4th, 2024 by Kali Patrick
The Customer Details page displays whenever you’re viewing a Customer. This document provides a high-level overview of what you’ll find on the Overview subtab of a Customer’s Details page. See also About the Assets & Policies Subtab . (Information about other subtabs is coming soon!) The Header Bar The header bar at the top displays: Your Cust
Windows Update Management
Published July 12th, 2024 by Kali Patrick
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 schedu
About the Tickets Tab/Page
Published April 4th, 2024 by Kali Patrick
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. The Tickets page contains a search f
Create a Product or Service
Published May 7th, 2024 by Kali Patrick
Products are generally physical items like cables, monitors, etc. Products may also refer to software products you license through a vendor and offer to your customers. Services are often regarded as labor, or other activities or contracts you offer your customers. You can add to your inventory of products and services in Syncro manually or via an i
Remotely Access a Machine via Splashtop
Published April 24th, 2024 by Kali Patrick
Splashtop is the built-in remote access tool you can use with Syncro. When enabled on a Policy, Splashtop is automatically deployed on Syncro Assets. Our partnership with Splashtop means their tool is included as part of your Syncro subscription price. However, End-User Remote Access (i.e., allowing Contacts to remotely access assets from the Custo
About the Assets & RMM Tab/Page
Published August 5th, 2024 by Kali Patrick
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 ta
Work with Template Tags
Published May 24th, 2024 by Kali Patrick
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: {{cust
Collaborating on a Ticket
Published August 19th, 2024 by Kali Patrick
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 n
About the Policies Tab/Page
Published April 15th, 2024 by Kali Patrick
A policy is a collection of checks and monitors you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. Having policies also makes adding new assets easy: specify your settings once, then apply the policy
Microsoft Defender Antivirus
Published August 1st, 2024 by Kali Patrick
Syncro provides integrations with several antivirus providers to help you protect your customers' assets. Microsoft's Defender Antivirus (formerly Windows Defender) is one of them. You can take full control of Microsoft's Defender Antivirus on your Windows endpoints and keep your customers protected by remotely monitoring and remediating threat dete
Automatically Create Tickets from Inbound Emails
Published June 17th, 2024 by Kali Patrick
Syncro can automatically create Tickets from inbound emails whenever the sender's email address matches an existing Customer (or a Contact of the Customer). Prerequisites Syncro's Leads module functions as an inbox, where all incoming emails and web form submissions show up. Think of a Lead as a lightweight inbound contact request. To automatically
Edit a Policy
Published July 8th, 2024 by Kali Patrick
Even after you've set up your policies, you can easily edit them so that any assets assigned to a 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/module. The Policies table displays your existing policies. Click the hype
About the Customers Tab/Page
Published April 4th, 2024 by Kali Patrick
This document provides an overview of the information you’ll find in the Customers tab and the actions you’ll be able to take for one or more customer records in the table that displays on the page. (This is also known as the Customer module.) Click the Customers tab in the Syncro header to display the Customers page and table. The Customers page c
Create a Policy
Published April 15th, 2024 by Kali Patrick
A policy is a collection of checks and monitors you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. To create a new policy, follow these steps: Select the Policies tab from the tab bar. If available, a
Update Your Syncro Account
Published May 13th, 2024 by Kali Patrick
Your Syncro Account contains your business profile information. By default, the information that shows here (and externally to your customers) 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. To update your Syncro Account, follow these steps: Nav
Latest Updates
Published June 27th, 2024 by Kali Patrick
There have not been any updates since the feature release on September 11, 2024.
Uninstall Syncro Agents
Published June 26th, 2024 by Kali Patrick
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. 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 Wind
About the Ticket Details Page
Published August 14th, 2024 by Kali Patrick
The Ticket Details page displays whenever you’re viewing a Ticket. This document provides a high-level overview of what you’ll find on a Ticket's Details page: The header bar at the top identifies the ticket by number and Subject (1). It also contains an action button bar (2), which allows you to take some popular actions on your ticket. The left
Work with Ticket Automations
Published April 4th, 2024 by Kali Patrick
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 actio
About Ticket Automation Types & When They Run
Published August 29th, 2024 by Kali Patrick
Syncro currently provides a total of seven (7) ticket automation types. Note: Only the “Hourly” automation type is available on all Syncro plans. The others require Syncro's Team Plan. "Hourly" Automations In "Hourly" automations, Syncro checks for condition matches on all open tickets every hour (though not necessarily on the hour) up to 10 times
Import or Export Existing Contacts
Published April 4th, 2024 by Kali Patrick
A Contact is a specific person at the business (Customer) you are supporting. You can import a list of existing contacts, or manually create new contacts. You can also export contacts from Syncro into a CSV file for other purposes, including a mass update of customer data. Prerequisites Check these prerequisites to ensure a smooth import experience
Install a Syncro Agent on a Device
Published April 18th, 2024 by Kali Patrick
Syncro's Remote Monitoring and Management (RMM) features help you easily monitor and manage all of your Customers' devices. This document describes ways you can download and install a Syncro Agent on your Customers' devices. Each Syncro-managed device is a deployed endpoint, or asset in your RMM environment for that Customer. Prerequisites Before y
Use Ticket Workflows
Published June 11th, 2024 by Kali Patrick
Ticket Workflows is a Syncro feature that allows you to specify and save different entry forms that Techs can use when they create Customers, Tickets, and other things in Syncro, all on a single page. Note: These forms are different from the entry forms in the Customer Portal, which can still be used by your customers. With Ticket Workflows you ca
Create a Recurring Invoice
Published April 8th, 2024 by Kali Patrick
You can use Syncro's recurring invoice feature to generate and automatically send Invoices to a Customer. If you use an integrated Payment Gateway and a saved credit card, a recurring invoice can also automatically charge your customer. Notes: Recurring invoices run at 6:00 AM local time. On peak days (the first of the month, for instance) they can
Ticket Settings Reference
Published July 29th, 2024 by Kali Patrick
Navigate to Admin > Tickets - Preferences to find all your Ticket-related settings in Syncro. This document describes what each setting does. It's divided into the following sections for easy reference: About the Rich Text Toggle Checkbox Reference Text Field Reference About the TICKET ISSUES TYPES Section About the TICKET STATUSES Section IMPO
Configure Multi-Factor Authentication (MFA)
Published May 17th, 2024 by Kali Patrick
Multi-Factor Authentication (MFA) is a multi-step account login process that requires users to enter information beyond a password (e.g., a one-time-use code from an authentication app or a hardware key). Since it greatly enhances the security of your account, Multi-Factor Authentication is required if you are using RMM features (and strongly recom
Supported Versions
Published June 25th, 2024 by Kali Patrick
Agent Versions Syncro Windows Agent 1.0.184.16842 - last updated 7/31/2024 Syncro Mac Agent: 1.14.577 - last updated 7/10/2024 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 1G
About the Syncro Mobile App
Published July 15th, 2024 by Kali Patrick
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: Supported Versions The new Syncro Mobile app works with the latest iOS and Android versions, plus one back. It may
Email Template Reference
Published June 20th, 2024 by Kali Patrick
There are quite a few Syncro Email Templates you can customize. The table below provides a brief description of each email template. Note: “Automatic” in the Mode column means that Syncro sends the email without any action necessary on your part; “Manual” requires you to take some action. Email Template Mode Description Appointment Reminder Automati
Work with Guided Ticket Resolution
Published June 13th, 2024 by Kali Patrick
Syncro's Guided Ticket Resolution feature is designed to revolutionize how you manage your tickets and streamline your ticketing processes. Syncro uses AI to generate ticket classification(s) and match those classifications with human-curated resolutions, which are rooted in best practices. You have always the option to modify those classifications
May 2024 Release Notes
Published June 25th, 2024 by Kali Patrick
These Release Notes cover updates from April 1 through May 8th. New Features Manage Your Customer Permissions When you assign customer permissions, you can now designate the users who can access specific client records or devices. We expanded Single Customer Permission Groups to allow users to include more than one customer record to a group with t
Microsoft Outlook Calendar
Published July 25th, 2024 by Kali Patrick
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-wa
Third-Party Patch Management
Published July 18th, 2024 by Kali Patrick
Use the Third-Party Patch Management policy module in Syncro's Policy Builder to set how Third-Party updates are managed and installed. You can install or update third-party applications on their own, or as a component of the policy for the installed agent. You can also specify whether or not Syncro manages third-party application updates based on a
Manually Create a Ticket
Published April 4th, 2024 by Kali Patrick
A Ticket is a record containing details about a Customer/Contact's need for services. As such, a Ticket is always connected to the person making the request. There are multiple ways to create tickets automatically, including from inbound emails and from the system tray, and you can create tickets manually in Syncro too. Depending on your internal p
Customer Fields Reference
Published April 4th, 2024 by Kali Patrick
A Customer is the top-level entity representing the name of your client and/or their business. The table below describes the fields available out of the box (i.e., not Custom Fields) in the CUSTOMER SETTINGS section. Field Name Description Defaults/Notes Store Credit Displays any credit this Customer has on file in the Payments section of their Cus
About the Calendar Tab/Page
Published August 11th, 2024 by Kali Patrick
This document provides an overview of the information you’ll find in the Calendar tab, and the calendar-related actions you’ll be able to take on the page. (This is also known as the Calendar module.) Click the Calendar tab in the Syncro header to display the Calendar page: Note: If you don't see the Calendar tab, it may be under the More menu. Cust
Technician Efficiency Report
Published August 30th, 2024 by Kali Patrick
The “Ticket Efficiency by Technician Report” is one of two Syncro reports designed to expose the strengths and weaknesses in your business' efficiency and profitability. You can use this report to understand how well your technicians are performing (or not) across each of your ticket types. Generate the Report To generate this report, follow these s
Customize General Preferences
Published May 13th, 2024 by Kali Patrick
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 de
AI Ticket Classifications Reference
Published August 2nd, 2024 by Kali Patrick
Syncro uses AI to place your Tickets into the following classifications. For certain classifications, guided resolution steps are also available. Syncro will continue to add to this list over time. Classification/Category Name AI-Guided Resolution? Account: General Account Tickets Account: Change Account Permissions Account: Login Help Acco
About the Assets & Policies Subtab
Published July 8th, 2024 by Kali Patrick
The Assets & Policies subtab is where you can create a folder structure to organize your Customer's assets, and assign policies that can be inherited through that structure. See also About Policy Inheritance . To navigate to it, follow these steps: Select the Customers tab/module, then click the hyperlinked name of a Customer. Syncro displays th
Ticket Automations Reference
Published April 4th, 2024 by Kali Patrick
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 Ti
How Ticket Statuses Change
Published August 22nd, 2024 by Kali Patrick
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.” T
Windows Updates on Assets
Published July 15th, 2024 by Kali Patrick
After you've scheduled your Windows Updates, you can view the current status of Windows Updates (and if necessary, take further patch management actions) on an asset by following these steps: Navigate to the Assets & RMM tab. Click the hyperlinked Name of any Windows asset to view its Details page, then select the Windows Patches subtab: Note: T
Import or Export Existing Customers
Published April 4th, 2024 by Kali Patrick
A Customer is the top-level entity representing the name of your client and/or their business. You can import a list of existing customers, or manually create new customers. You can import your customers into Syncro from a CSV file, or from an accounting software such as QuickBooks or Xero. We strongly recommend importing your customers this way if
Export a Report
Published September 12th, 2024 by Kali Patrick
If you want to export the data contained in a Syncro report for other uses, follow these steps: Navigate to Reports and run the specific report you want to export. Click the CSV button in the upper-right corner of the page: If the report size is small and/or backend traffic is light, Syncro may automatically download the file to your machine in the
Create an Invoice
Published April 8th, 2024 by Kali Patrick
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 . 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: Click +New In
Create a Ticket Worksheet
Published June 11th, 2024 by Kali Patrick
Ticket Worksheets are checklists for repairs or other services that you can create for your technicians to follow. You can also use Ticket Worksheets to: Show your customers the work you performed on their device, or Keep track of where you are in a longer process toward resolution of a Ticket. You can read on, or watch this short video to learn mor
Customize PDF Templates
Published May 6th, 2024 by Kali Patrick
In Syncro, Templates serve as starting points for the look and feel of PDFs and email communications that are sent to your customers. Templates save you time because you can specify what your Emails, Estimates, Invoices, and other communications look like once, and make global changes if necessary. You can make changes to Syncro's default templates
Configure Tax Rates
Published May 6th, 2024 by Kali Patrick
To create different tax rates to assign to your Customers and/or Products and Services, navigate to Tax Rates under Administration > Invoices - Tax Rates: The Tax Rates table displays any existing tax rates: IMPORTANT: The default tax rate is the first rate displayed in the table. Use the triple line icon to reorder your tax rates in the Tax Rate
Configure IP Restrictions
Published May 17th, 2024 by Kali Patrick
You configure IP restrictions by listing which specific IP addresses are allowed to access your Syncro site. This IP Allow List or whitelist applies to all Users and API calls, including integrations. Note: Syncro recommends enabling the IP Allow List for both Users and APIs. Create Your IP Allow List Navigate to Admin > Employees - IP Allow Lis
About Xero Sync Settings
Published July 16th, 2024 by Kali Patrick
What Data Syncs After setting up Syncro's Xero integration, your Syncro and Xero accounts are connected. These two systems will sync information as follows: New Customers and updates to existing customers, Your inventory list (i.e., your Products and services), Invoices and payments on those invoices, Purchase Orders (POs) from Syncro to Xero, and
Create Automations for Alerts
Published April 23rd, 2024 by Kali Patrick
Syncro's Automated Remediation feature helps you automate actions when RMM Alerts are created. 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 men
Troubleshooting Your Xero Integration
Published July 16th, 2024 by Kali Patrick
If your error isn't listed, please Contact Support for assistance. You can also email help@syncromsp.com with 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 Payments aren't being exported. Customer Reference Error: The Contact Name al
Ways to Use Ticket Worksheets
Published June 21st, 2024 by Kali Patrick
Ticket Worksheets are checklists for repairs or other services that you can create for your technicians to follow. You can create Ticket Worksheet templates, or create ad-hoc worksheets to attach to your Tickets. See Create a Ticket Worksheet for instructions. You'll use Ticket Worksheets with individual Tickets in the WORKSHEETS section of that Ti
About the Syncro Header & Primary Navigation Bar
Published May 3rd, 2024 by Kali Patrick
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: Search Smart Ticket Search Icons (including the global “New” menu) Your Syncro User Profile menu The Primary Navigation bar Tips: For more screen real esta
Use Single Sign-On with Syncro
Published June 3rd, 2024 by Kali Patrick
Single Sign-On (SSO) is a user authentication method that allows users to access multiple applications and services using one set of login credentials. Syncro allows you to use SSO as an authentication option to streamline access and take control of your security. We use Open Identification Connect (also known as OpenID Connect or OIDC), which is on
Import Products & Services
Published May 7th, 2024 by Kali Patrick
When you first start using Syncro, or have many edits or additions to make to your inventory, 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: Naviga
Add Billable Time And/or Hardware to Tickets
Published April 5th, 2024 by Kali Patrick
In Syncro, any Ticket Line Item associated with a labor type (which has an associated rate) is what becomes billable to a Customer. This document describes two ways you can add billable time to a Ticket: one is manual, via the Ticket's COMMUNICATION's section. The second allows you to automatically populate time entries in a ticket for invoicing us
Search for Tickets Using Smart Search
Published June 13th, 2024 by Kali Patrick
Syncro's Smart Ticket Search uses AI to make searching for Tickets and finding relevant information quick and easy. It's like a Google search for your tickets, including all your ticket communications (public/private Notes and Emails). Smart Ticket Search is also incredibly powerful because it's both automatic and contextual; you can see relevant r
Work With Warranty Templates
Published June 13th, 2024 by Kali Patrick
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 &g
About Payment Processor Integrations
Published September 2nd, 2024 by Kali Patrick
You can continue using your existing credit card solution with Syncro, and add integration to process credit card payments in Syncro at any time. That said, there are many benefits to using a credit card processor that's integrated with Syncro: You won't have to track payments between your credit card processor and Syncro's invoicing system. Reconci
Create, Clone, or Delete Templates
Published May 24th, 2024 by Kali Patrick
In Syncro, templates serve as starting points for the look and feel of PDFs and email communications that are sent to your customers. You can customize Syncro's default templates and even edit the raw HTML for 100% control over how your brand is presented. To learn more about customizing Syncro's default templates, see Customize Default PDF Template
Ticket Fields Reference
Published April 22nd, 2024 by Kali Patrick
A Ticket is a record containing details about a Customer/Contact's need for services. The table below describes the fields available out of the box (i.e., not Custom Fields) in the BASIC INFO section when you create a new Ticket. Field Name Description Ticket Title This title shows in emails to the Customer and in the Customer Portal. Issue Type Ad
Create Labor Types
Published April 11th, 2024 by Kali Patrick
Syncro allows you to create and manage various types of labor, which you can later associate with Tickets and customer Invoices. Tip: You can also select a default labor type for specific Users, which would automatically appear whenever that User created a Ticket Timer or added to the Ticket's COMMUNICATION's section. See also User Fields Reference
Work with Appointment Reminder Schedules
Published July 26th, 2024 by Kali Patrick
You can build Appointment Reminder Schedules to send messages to your customers that remind them of their upcoming appointments, both via email and SMS. The Appointment Reminder Schedules you create here are available to select from the Appointment Reminder Schedules dropdown menu, wherever you create a new appointment: Create an Appointment Remind
Bulk Assign Policies
Published July 8th, 2024 by Kali Patrick
When you have several hundred, or even thousands of customers, it can be a lot of tedious work to go into each Customer and set their top-level policy. Fortunately, Syncro provides a bulk assignment feature to so you can quickly set up policies for any Customers who don't yet have one. You can also use this bulk assignment to set up a top-level poli
Work in Syncro's Policy Builder
Published July 11th, 2024 by Kali Patrick
Syncro's Policy Builder helps you quickly locate our ever growing number of policy items. It also helps you see exactly what is enabled on the policy without having to sift through what isn’t. Best of all, the Policy Builder allows you to explicitly override policy items, meaning you can have a policy that disables something that was otherwise enabl
Automatically Create a Ticket From the System Tray
Published June 18th, 2024 by Kali Patrick
The power of Syncro's Agent Contact Forms 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 var
Work with Event Log Policies
Published July 18th, 2024 by Kali Patrick
Event Log Policies enable you to easily monitor assets for problematic events. You can create new event log policies, or clone and modify Syncro-provided ones. Each Event Log Policy contains Syncro's default event log queries, and will also display any custom queries you might create. Create a New Event Log Policy To create a new Event Log Policy f
Link Related Tickets as Parents/Children
Published May 20th, 2024 by Kali Patrick
Syncro has a feature that allows you to link related tickets to a parent ticket for better organization and management. For example, you can use parent and child tickets to can break down larger bodies of work into smaller tasks. Parent tickets can have an unlimited number of child tickets. However, child tickets can only be linked to one parent ti
Set Up Xero Online
Published June 20th, 2024 by Kali Patrick
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 y
Create an Asset Manually
Published August 7th, 2024 by Kali Patrick
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 an 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 +Cre
PayPal
Published September 5th, 2024 by Kali Patrick
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 cli
June 2024 Release Notes
Published June 25th, 2024 by Kali Patrick
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 Detai
Automated Remediations Reference
Published April 23rd, 2024 by Kali Patrick
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 Cus
About the Products & Services Tab/Table
Published May 7th, 2024 by Kali Patrick
Products are generally physical items like cables, monitors, etc. Products may also refer to software products you license through a vendor and offer to your customers. Services are often regarded as labor, or other activities or contracts you offer your customers. You can add to your inventory of products and services in Syncro manually or via an i
Create a Contract
Published April 12th, 2024 by Kali Patrick
A Contract is an agreement you have with your Customers. Contracts can be as simple as defining a start/end date for an antivirus subscription, or as complex as a managed service contract with defined product discounts and Service Level Agreements (SLAs). In Syncro, the Contract Manager is the digital place to specify and store all your Customer co
Syncro Glossary
Published May 9th, 2024 by Kali Patrick
This document contains definitions for terms you may come across in Syncro and in other documentation related to Syncro. In documentation, glossary terms display in italic font. A Actions – one or more things Syncro does when Conditions for an automation are met. Agent Contact Forms – forms your customers can use to contact you, directly from the
Create Ticket Views
Published June 14th, 2024 by Kali Patrick
Once you're comfortable using the Tickets table, you may want to further customize it. Ticket Views allow you to create and save multiple ways to see your list of Tickets at the click of a button. Syncro also provides a number of default Ticket Views you might find helpful. All Ticket Views display with the Ticket Views Health Metrics mini-dashboard
About the Reports Tab/Page
Published June 24th, 2024 by Kali Patrick
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
Create a Contact
Published April 4th, 2024 by Kali Patrick
A Contact represents a specific person who is part of the business (Customer) you support. You can import a list of existing contacts, or manually create new contacts. To manually create a new Contact, follow these steps: Navigate to your Customer’s Details Page, then select the Contacts subtab. If available, a list of existing contacts appears on
Enable Remote Access
Published April 15th, 2024 by Kali Patrick
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.
Configure Security Groups
Published May 6th, 2024 by Kali Patrick
Syncro lets you specify granular permissions for Users who are not global administrators. These permissions define what Users can view, create, edit, and delete at an individual or group level. Note: Global Admins cannot have security permissions imposed on them; they always have full access. All Global Admins can also delete other Users (including
Contact Fields Reference
Published April 4th, 2024 by Kali Patrick
A Contact is a specific person at the business (Customer) you are supporting. The table below describes the fields available out of the box (i.e., not Custom Fields) for Contacts. Field Name Description Defaults/Notes Direct Report Contains the Business/Customer Name and other Contact names to enable reporting hierarchies. A direct report's email w
Hardware Security Keys
Published May 30th, 2024 by Kali Patrick
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 r
Work with Ticket Tags
Published July 12th, 2024 by Kali Patrick
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
Work with Agent Contact Forms
Published July 18th, 2024 by Kali Patrick
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 appl
About Policy Inheritance
Published June 20th, 2024 by Kali Patrick
A policy is a collection of checks and monitors you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. Once you create your policies, you can assign them to assets both directly and indirectly through fol
Choose a Date for Ticket Timer Log Entries
Published June 14th, 2024 by Kali Patrick
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
Customize & Assign Notifications
Published May 6th, 2024 by Kali Patrick
Notification Sets allow you to customize what notifications you want, which Users you want to receive them, and the method of notifying you and/or those selected users. For example, your technicians do not need notifications for any estimates, invoicing, or payments. However, they may need notifications for RMM alerts and appointments with Customer
Create Custom Fields
Published April 18th, 2024 by Kali Patrick
Custom fields are fields you create to capture information that’s specific to your customers and business. They can help you identify and/or track the unique information that’s most important to you. Syncro allows you to create custom fields for Assets, Contacts, Customers, and Tickets. You will also create custom Types to help you organize custom f
View & Act on Generated Alerts
Published April 24th, 2024 by Kali Patrick
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 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.) timestamps for when the aler
Set Business Hours
Published May 13th, 2024 by Kali Patrick
The Business Hours page allows you specify when your business is regularly open/closed, and when you might be closed due to Holidays. Business Hours can apply to: Service Level Agreements (SLAs) Ticket Auto Responses Appointment Bookings Ticket Automations Automations for Alerts (Automated Remediations) To set your business hours, follow these step
Remove a Policy
Published July 9th, 2024 by Kali Patrick
In addition to being able to easily edit your policies, there may also be times when you may want to remove one. Since policies are assigned to Customers and their assets, you can remove policies in the Customer tab/module. IMPORTANT: When you remove a policy: Any assets assigned to it (either directly or through policy inheritance) automatically
Add & Assign Users to Security Groups
Published May 6th, 2024 by Kali Patrick
Users are individuals who work in Syncro, such as a technician or other employee on your team. Users can have full or limited access to Syncro features. Full-access Users are called Global Administrators. To assign limited access to specific Users, you use a Security Group. Users in a security group only have permissions/access to what you specify
Customize Employee Login Settings
Published May 17th, 2024 by Kali Patrick
In Syncro, you set security parameters for Users on your team that are enforced whenever they log into Syncro. These employee login settings include timeouts, single sign-on parameters, and compromised password detection. To customize employee login settings, navigate to Admin > Syncro Administration - Login Settings: Tip: An alternative path is
Assign a Policy
Published April 15th, 2024 by Kali Patrick
A policy is a collection of settings you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to set preferences, customize upgrades, or change settings for existing assets in bulk. Once you have created a policy, follow these steps to assign the policy to a customer's assets: Se
User Fields Reference
Published May 16th, 2024 by Kali Patrick
Users are individuals who work in Syncro, such as a technician or other employee on your team. The table below describes the fields you encounter when creating or editing Users. Note: Template tags are listed for fields that can be included on templates, such as Tickets and Invoices. Field Description Full Name The User's full name as it will appea
Configure SSO with Microsoft Entra ID (Azure AD)
Published June 6th, 2024 by Kali Patrick
To configure Single Sign-On (SSO) with Microsoft Entra ID (Azure AD), follow these steps: Launch your Azure Instance, then click the Microsoft Entra ID pyramid logo: In Entra's left navigation, select “App Registrations" from the Manage section, then click + New Registration: On the Register an Application page: Enter a name for the App so you can i
Troubleshooting & Advanced Editing for Templates
Published June 20th, 2024 by Kali Patrick
Troubleshooting PDF Template Issues The table below describes common PDF template issues and errors, and how to correct them. Issue/Error Possible Solutions Your template is adding a blank page. Go into the Source code for that template. Then find and delete the following line: <div class="clearb" style="height: 1px; overflow: hidden;"> &
Create a Customer
Published March 29th, 2024 by Kali Patrick
A Customer is the top-level entity representing the name of your client and/or their business. You can import a list of existing customers, or manually create new customers. Note: The email address you associate with a Customer during the creation process will become their unique identifier within Syncro. To manually create a new Customer, follow
Billing for Your Policies
Published July 8th, 2024 by Kali Patrick
Syncro makes it really easy to "set it and forget it" when it comes to billing for your policies with our recurring billing system. Note: For the complete list of steps, please see our Subscription Management and Recurring Invoices article. When you add a line item to the recurring invoice, you'll make some policy-related selections: Click the Recu
Use Backgrounding Tools
Published April 18th, 2024 by Kali Patrick
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. Backgrounding Tools help you make repairs, view system specs, access the event viewer, edit files and
Change a Syncro Account Password
Published May 17th, 2024 by Kali Patrick
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 c
Best Practices for Creating Customers
Published April 4th, 2024 by Kali Patrick
A Customer is the top-level entity representing the name of your client and/or their business. In Syncro, all Tickets, Invoices, and Assets are tied to a Customer. The Customer is also a primary filter for reports. This document contains information and best practices to help you set up your Customers. First/Last vs. Business Name Syncro recommend
Work with Service Level Agreements (SLAs)
Published May 6th, 2024 by Kali Patrick
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 Who the ticket should be escalated to if the SLAs are breached SLAs do not automatically
Best Practices for Creating Contacts
Published April 4th, 2024 by Kali Patrick
A Contact is a specific person at the business (Customer) you are supporting. Adding Contacts in Syncro helps you maintain great relationships with the businesses and end users you support. You can set which types of communications each contact receives, and store unique information for each contact (using Custom Fields). This document contains be
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