Syncro Documentation Center

Syncro Exceptions and Allowlists

Published November 21st, 2024 by Kali Patrick

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 *.kabutos

Get Started with Syncro

Published August 3rd, 2025 by Kali Patrick

Syncro Unleashed Master the Syncro platform with learning paths designed for your role. 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

Security Permissions Reference

Published October 6th, 2024 by Kali Patrick

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 Syn

Work with the Syncro Linux Agent

Published January 21st, 2026 by Kali Patrick

The Syncro Linux Agent is currently in Early Access (EA). Click here to participate. Note: Detection of third-party security software (AV/EDR) is still in active development and may not accurately report in this phase. About the Syncro Linux Agent The Syncro Linux Agent operates as a native systemd service, providing persistent monitoring and cent

Activate Cloud Backup Protection (Microsoft 102)

Published July 27th, 2025 by Kali Patrick

This guide covers the setup and management of Microsoft 365 and Entra ID cloud backup, detailing how to initiate a trial, onboard new backup customers, configure billing for backup services, monitor backup health, and perform data restoration. Safeguarding your Microsoft 365 and Entra ID data is more than just good practice—it's a critical strategy

Leverage Automation, Gain Focus (Ticketing 102)

Published October 4th, 2025 by Kali Patrick

This guide explains how to streamline helpdesk operations using ticket view metrics, default team views, inbound email ticket creation, custom ticket types, automated real-time ticket actions, and recurring tickets for routine maintenance. Step 1: Use Ticket View Metrics In Ticketing 101 you learned how to create a Ticket View. Let's take that a ste

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

Twilio Studio Flows (Advanced)

Published January 17th, 2025 by Kali Patrick

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 n

Worldpay

Published September 2nd, 2024 by Kali Patrick

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. O

ScreenConnect Integration

Published April 30th, 2024 by Kali Patrick

If you have ScreenConnect, you can use it with Syncro to control your customers' assets and make remote support a breeze. Once integrated, you can click to create a session with details copied over from a ticket. Note: ScreenConnect managed installation is not officially supported on Macs at this time. If this is not working for you, please install

Custom Fields for Assets & Tickets

Published April 18th, 2024 by Kali Patrick

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 thi

End User Portal Settings Reference

Published September 27th, 2024 by Kali Patrick

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 Custo

Customize & Assign Notifications

Published May 6th, 2024 by Kali Patrick

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

Supported Versions

Published June 25th, 2024 by Kali Patrick

Agent Versions Note: Updates to the Syncro Agent are automatic; there's nothing you need to do. Syncro Windows Agent 1.0.199.18369 - last updated 3/18/2026 Syncro Mac Agent: 1.17.646 - last updated 3/18/2026 Syncro Linux Agent: 1.0.4.11455 - last updated 2/4/2026 General System Requirements The following are the minimum specification requirements fo

Community Power BI Template Hub

Published November 19th, 2025 by Kali Patrick

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 tail

Create & Download an Assessment

Published April 18th, 2025 by Kali Patrick

In the context of Security Posture Management and Baselines, an Assessment is a prescriptive, systematic evaluation process designed to measure how well a Microsoft 365 environment aligns with defined security Baselines. Syncro generates an assessment report that includes Rule compliance data, a Microsoft Secure Score, and other relevant details col

Act on Bad Block Warnings

Published January 20th, 2025 by Kali Patrick

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 diagnost

Troubleshooting Cloud Backup

Published February 5th, 2026 by Kali Patrick

Even with the most reliable systems, backups can fail. This could happen when there are missing Admin consent/app permissions, for example. On a Syncro Tenant's Details Page, an icon will appear next to the Last Backup timestamp for each Service with an error; an action may also appear in the banner at the top to help you resolve it: Here are the p

Subscribe or Unsubscribe from Microsoft 365 & Entra ID Backup

Published August 7th, 2025 by Kali Patrick

Subscribe to Backup 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. When you subscribe, you'll: Get configuration, monitoring, and restore function

About the Cloud Backup Dashboards

Published August 17th, 2025 by Kali Patrick

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.

About the Policies Tab/Page

Published April 15th, 2024 by Kali Patrick

When you click the Policies tab in the Syncro header, the Policies page displays. This page gives you the ability to create a new policy (1), shows you a table of existing policies (2), and gives you access to the Policy Modules (3): The Policies table displays one row for each policy's Name, when the policy was last created and last updated. It al

HIPAA Compliance

Published November 22nd, 2024 by Kali Patrick

The Syncro platform is HIPAA compliant, ensuring your medical client data is protected properly. If you service clients who work with medical patients in the USA, HIPAA compliance may be necessary for your business. If you need HIPAA compliance for your Syncro account, you can start a self-serve process to get a Business Associate Agreement (BAA) ge

The Report Builders

Published November 17th, 2024 by Kali Patrick

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 Summa

Work with Purchase Orders

Published November 18th, 2024 by Kali Patrick

You can 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

Notify Organizations about Warranty Creation & Expiration

Published January 9th, 2025 by Kali Patrick

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

Bitdefender Trials

Published June 12th, 2025 by Kali Patrick

This Bitdefender trial works at the Syncro account level. You can enable a trial of Bitdefender on any of your (Customer) Organizations' assets in Syncro for 30 days. The trial will provide up to 25 licenses. Start a Trial To start your trial of Bitdefender, follow these steps: Navigate to the App Center and select the Bitdefender app tile. Clic

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

Cloud Backup Reports

Published August 15th, 2025 by Kali Patrick

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 w

Work with Pending Orders/Low Stock

Published January 9th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Synco's Pending Orders page allows you to view and fulfill orders created through low stock triggers and pending orders triggered on invoices. You can: Automatically trigger pending orders based on stock levels Add pending orders or low stock to an existing or

Restore Microsoft 365 Calendars & Entries

Published August 10th, 2025 by Kali Patrick

When you need to restore a calendar or individual calendar entries for a user's Microsoft calendar, follow these steps: Navigate to the Syncro Tenant's Details Page. In the Cloud Backups section, locate the row for “Calendar” in the Service column, then click Restore: The Backup Portal displays the Calendar page. Use the dropdown menu in the upper

Attach or Detach Baselines

Published April 18th, 2025 by Kali Patrick

Prerequisites To use Syncro’s Security Posture Management & Baselines, you’ll need to first integrate Microsoft and map Syncro Tenants . Then you can attach an available Baseline—such as Security Essential—to one or more Syncro Tenants. About the Security Essential Baseline The Security Essential Baseline is a Syncro-curated Baseline you can use

Work with Store Credit

Published December 9th, 2024 by Kali Patrick

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

View Events in the Task Manager

Published August 4th, 2025 by Kali Patrick

The Task Manager gives Syncro Users with appropriate security permissions visibility into all manually-initiated backups and restores. It details each task's type, creation time, and who initiated it as well as tracks the task's current status, due date (if applicable), completion time, and any pending actions. The primary function of the Task Mana

About the Invoice Details Page

Published January 16th, 2025 by Kali Patrick

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 sect

Create & Add Discounts to Invoices

Published January 9th, 2025 by Kali Patrick

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 a

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

Syncro Agent Feature Matrix

Published December 11th, 2024 by Kali Patrick

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 Issu

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

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

Syncro Mobile: Work with Appointments

Published October 14th, 2024 by Kali Patrick

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 appoint

Authorize.net

Published September 3rd, 2024 by Kali Patrick

You can set up an Authorize.net-Syncro integration to process credit cards in Syncro. Prerequisites Please make sure you have done (or are aware of the following) before continuing: Know what Authorize.net payment options are supported. Find what credit card readers are supported with the integration. Write into Syncro support to have this integrat

Use SMS/MMS with Syncro

Published December 20th, 2024 by Kali Patrick

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

Work with (Masked) Credentials

Published January 10th, 2025 by Kali Patrick

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

Password Vault

Published November 13th, 2024 by Kali Patrick

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 Vau

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

Recurring Invoices Fields Reference

Published April 12th, 2024 by Kali Patrick

Syncro provides many fields for recurring invoices, which are available whenever you add or edit one. This document describes each of the fields in detail. Note: Required fields are preceded by an asterisk (*). Recurring Schedule Section The table below describes the fields shown in the RECURRING SCHEDULE section: Field Name Description Template Na

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

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

About the Baselines Tab/Page

Published April 10th, 2025 by Kali Patrick

This document provides an overview of the information you’ll find in the Baselines tab. You'll use this tab both to work with your Baselines and view compliance for your Tenants. When you first navigate to the Baselines tab/module, Syncro displays the Baseline Management table: The Baselines/Tenants toggle controls whether Baselines or Tenants are d

Export Organizations from Syncro

Published March 13th, 2025 by Kali Patrick

Note : This process will automatically download a CSV of all your Organization data to your machine’s preferred location. The filename will contain today’s date (e.g., customers_dump_03_21_2024.csv). Tips: You can import the exported CSV back into the same Syncro site later. This could be helpful for making mass updates. A re-import will not duplic

Autotask Importer

Published February 7th, 2025 by Kali Patrick

The Autotask Importer will bring over your data from Autotask to Syncro as historical data, and you will be able to view that information in your Syncro account. The Autotask Importer tool will import the following: Customers: (Accounts) Business Name, Notes (bill to info), Address, Phone Sub Contacts: Name, Email, Phone, Address, Title Tickets: Num

Manage Payment Methods

Published September 13th, 2024 by Kali Patrick

Syncro allows you to accept credit cards, cash, checks, and offline credit cards as payment methods from your customers. A payment method consists of a descriptive Name you'll recognize later, and a Payment Type. The payment type is what ultimately defines the behavior of the payment method. You will likely integrate Syncro with a payment processo

Flowroute Integration

Published November 22nd, 2024 by Kali Patrick

Flowroute is a leading VoIP trunking/SMS/SIP provider for users running a VoIP phone system. Flowroute also has an API makes them a reasonable SMS-on-demand service. If you want to pay for your own SMS account, to use your own Caller ID (from number), or use features Syncro doesn't provide, you can integrate a Flowroute account and use that for your

Disable & Uninstall Splashtop

Published November 25th, 2024 by Kali Patrick

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

Link Related Tickets as Parents/Children

Published May 20th, 2024 by Kali Patrick

Snippet: Parent/Child Tickets Syncro has a feature that allows you to link related tickets to a parent ticket f Syncro allows you to organize tickets into parent/child relationships for better organization and management. For example, you can use parent and child tickets to can break down larger projects into more discrete tasks. Parent tickets can

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

Power BI

Published March 13th, 2025 by Kali Patrick

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, ti

Community Script Library

Published April 25th, 2025 by Kali Patrick

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 caut

Restore Microsoft 365 Mailboxes & Emails

Published August 10th, 2025 by Kali Patrick

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

Assign Bitdefender to a Policy & Verify Settings

Published June 12th, 2025 by Kali Patrick

Once your Bitdefender integration has been enabled, you can assign Bitdefender to a Syncro policy and verify your first time setup settings. Deploy the Bitdefender MAV in a Policy To create a new policy to deploy the Bitdefender MAV, follow these steps: Navigate to the Policies tab/module. Click +New Policy. On the left, click the Antivirus policy

Restore Microsoft 365 SharePoint Sites & Teams Files

Published August 10th, 2025 by Kali Patrick

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, cli

Set Up QuickBooks Online (QBO)

Published June 18th, 2024 by Kali Patrick

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 desc

Work with Payment Profiles

Published September 16th, 2024 by Kali Patrick

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 w

ACH Direct Debit Information

Published December 12th, 2024 by Kali Patrick

About ACH Direct Debit Payments You can start paying via ACH Direct Debit at any point during your time with Syncro. ACH Direct Debit can only be used to pay for your invoices to Syncro and cannot be used to receive payment from your own customers. Anyone with a bank account located in the US can utilize ACH Direct Debit and there is no minimum doll

Restore Microsoft 365 Planner Plans

Published August 10th, 2025 by Kali Patrick

This document describes how to restore Microsoft Planner Plans, and how to download a Plan and/or attachments from specific tasks inside a Plan to an Excel spreadsheet. Note: Both group and personal Plans are backed up. However, due to current API limitations, Personal Plans are only eligible for backup if they contain tasks assigned to other users.

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

Disable Backups for a Syncro Tenant

Published August 7th, 2025 by Kali Patrick

IMPORTANT: When you disable backups for a Syncro Tenant, backups will stop running and you will immediately lose access to all of its backup data, functions, and configurations. Additionally, all data backed up for the tenant will be scheduled for permanent deletion. Should you re-enable backup for that tenant, backups will restart and the data, fun

Transition End Users to the Redesigned Portal

Published March 10th, 2025 by Kali Patrick

We've recently revamped the End User Portal, so you can now use it provide a hassle-free experience that increases End Users' confidence in your ability to deliver great service. The new Portal offers simple navigation with quick access to everything important—with a modern vibe that reflects your brand. Here's a look: And, we've provided you with s

Syncro Mobile: Work with Assets

Published October 21st, 2024 by Kali Patrick

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

Restore Entra ID Users

Published August 4th, 2025 by Kali Patrick

To restore one or more users 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 user (such as their memberships and/or role assignments). You may also find it useful to compare object versions among different dates, then select which version to restor

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

Domotz Integration

Published November 20th, 2024 by Kali Patrick

This Syncro-Domotz integration has two parts, which can be configured individually or together: PSA Ticketing: Monitor, manage, track, troubleshoot and resolve issues with network and device issues that Domotz discovers. Asset Management: Streamline Asset Management by automatically sending device and network details discovered by Domotz to Syncro,

Integrate Apps for Revenue Growth

Published October 1st, 2025 by Kali Patrick

This guide details how to connect Syncro with third-party tools by exploring marketplace apps and integrations, satisfying setup prerequisites, configuring the app connections, and leveraging universal billing to automatically charge clients for vendor usage. Step 1: Understand Integrations & Marketplace Apps An integration is a connection betwe

Work with Guided Ticket Resolution

Published June 13th, 2024 by Kali Patrick

The Guided Ticket Resolution feature is deprecated and will no longer be maintained as we transition to our next generation of AI. 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 classific

Track COGS (Cost of Goods Sold)

Published December 16th, 2024 by Kali Patrick

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

Atera Importer

Published February 13th, 2025 by Kali Patrick

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 Com

Threatdown

Published August 21st, 2025 by Kali Patrick

The Syncro-Threatdown integration offers best-in-class endpoint security solutions designed to protect organizations like yours. Note: Universal Billing is currently available with Threatdown. About Threatdown You need security that's powerful yet simple. Threatdown gives you a single, multi-tenant dashboard to manage all your clients' security, fro

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 or Disable the End User Portal

Published September 23rd, 2024 by Kali Patrick

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

Troubleshooting Microsoft Integrations

Published December 15th, 2025 by Kali Patrick

This document describes common integration issues and walks you through the steps you need to take to resolve them. The Improved Microsoft 365 Integration UI is currently in EA (Early Access). Click here to participate . Missing Service Principles This error occurs when an expected Microsoft Service Principle doesn’t exist in the tenant. To fix it

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

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

Optimize Your Helpdesk Flow (Ticketing 103)

Published October 31st, 2025 by Kali Patrick

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 be

Syncro Mobile: Time Clock

Published September 28th, 2025 by Kali Patrick

Syncro Mobile's Employee Time Clock offers Technicians a quick, one-tap way to manage work hours on their mobile devices. This streamlines administration, boosts time tracking accuracy, and helps Technicians focus on client service, ultimately enhancing your efficiency and profitability. Using Syncro Mobile's Time Clock is easy and requires minimal

Ironscales

Published November 17th, 2025 by Kali Patrick

The Syncro-Ironscales integration helps you protect your End Users and defend their data with email security. Say goodbye to phishing, BEC, deepfakes, and more. Our Adaptive AI and Agentic SOC Automation learn and evolve to protect your inboxes and keep employees safe. Note: Universal Billing is currently available with Ironscales. About Ironscales

Manage Payment Terms

Published September 13th, 2024 by Kali Patrick

Payment Terms allow you to automate late fees for overdue Invoices. This can encourage your customers to pay on time and help you keep track of any overdue invoices. Syncro's Payment Terms are flexible and you can customize them as desired. For example, you can have Syncro: Set due dates for invoices. Add late fees as line items when customers miss

Manage Notifications for Rules

Published April 18th, 2025 by Kali Patrick

This document describes how to manage notifications so you can be alerted when Syncro's audit of a Tenant violates one or more Rules in its attached Baseline. IMPORTANT: Notifications for rules: Follow standard conventions for customizing & assigning notifications via the Notification Center. However, for Rule notifications to work, you must als

Pax8

Published November 13th, 2024 by Kali Patrick

Pax8 is the leader in cloud distribution. Through billing, provisioning, automation, industry-leading PSA integrations, and pre-and-post sales support, Pax8 simplifies cloud buying, improves operational efficiency, and lowers customer acquisition cost. See also: Learn more about Pax8. With the Pax8 integration, you can automate the billing of produc

Restore Entra ID Admin Units

Published August 14th, 2025 by Kali Patrick

To restore Admin Units from an Entra ID backup, follow the steps described in this document. Tip: Before performing a restore, you may want to see an Admin Unit's attributes. 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 Admin Unit Attributes & R

Asset Approval Process

Published November 1st, 2024 by Kali Patrick

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

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 . 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 exis

Microsoft Outlook Calendar Integration

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

Troubleshoot Organization Imports

Published March 13th, 2025 by Kali Patrick

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

Create an Appointment

Published July 26th, 2024 by Kali Patrick

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-facin

Activate Your Sandbox: Syncro Trials

Published July 8th, 2025 by Kali Patrick

There's no better way to learn Syncro than to get your hands on it! Set Up a Trial Account Notes: You'll have 14 days to explore Syncro with a Trial account, and once you're in Syncro, the banner at the top will let you know how much time you have remaining and how to upgrade. All new Syncro trials are on the Team Plan. If you're already a Core Pla

Restore Microsoft 365 Contacts

Published August 11th, 2025 by Kali Patrick

When you need to restore one or more Contacts for a user, follow these steps: Navigate to the Syncro Tenant's Details Page. In the Cloud Backups section, locate the row for “Contacts” in the Service column, then click Restore: The Backup Portal displays the Contacts page. Use the dropdown menu in the upper left corner to search for and select the a

Restore Entra ID Groups

Published August 14th, 2025 by Kali Patrick

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 versio

Proofpoint

Published November 13th, 2024 by Kali Patrick

The Syncro-Proofpoint integration helps you protect your End Users and defend their data with email security. Note: Universal Billing is currently available with Proofpoint. About Proofpoint Advanced Email Security Proofpoint Essentials uses the same AI-powered detection technology that secures more than 75% of Fortune 100 businesses to protect your

Map Syncro Tenants

Published May 9th, 2025 by Kali Patrick

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 b

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

Open Invoice Reminders

Published September 17th, 2024 by Kali Patrick

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 In

Define Your Client Universe: Organizations & End Users

Published September 25th, 2025 by Kali Patrick

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 Syn

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

About Customer, Asset, Ticket & Product Labels

Published January 9th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Labels provide a way to identify your customers, tickets, assets and products by creating a unique barcode for each. In Syncro you can: Use labels to identify Customers, Tickets, Assets, and Products Have Basic or In-stock labels (serialized version) Put a barc

How Tickets Can Be Created

Published November 20th, 2024 by Kali Patrick

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

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

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.

Emsisoft

Published November 21st, 2024 by Kali Patrick

The Emsisoft-Syncro integration helps you keep your customers safe with dual-engine security for Windows clients and servers. Emsisoft Business Security delivers industry-leading protection from ransomware, viruses, crypto-jackers, malicious URLs and more in a single lightweight package. With this integration, you can purchase and bill your clients

Examples of Ticket Worksheets

Published February 13th, 2026 by Kali Patrick

Your business operations will dictate the types of Ticket Worksheets you use. Below are some popular views that Syncro Users are known to leverage for themselves and/or their team. Access Requests Here's an example Ticket Worksheet you can use for tickets related to access requests: Antivirus Here's an example Ticket Worksheet you can use for ticket

About the Estimate Details Page

Published July 3rd, 2025 by Kali Patrick

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,

Microsoft Teams

Published November 20th, 2024 by Kali Patrick

To integrate with Microsoft Teams, you'll create a workflow in Teams, configure an incoming webhook, then copy that URL to your Syncro Notification Sets. You can configure a different workflow for each Notification Set, or use the same workflow across multiple sets. See also: Learn more about Microsoft Teams. About Retired Office 365 Connectors IMPO

Wake on LAN (WOL)

Published January 19th, 2025 by Kali Patrick

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 Ma

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: IMPORTANT: Be sure to download the Syncro Mobile app that looks like this: Supported Versions The new Syncr

Entra ID Disaster Recovery

Published August 17th, 2025 by Kali Patrick

Disaster recovery is a key aspect of business continuity, and with Syncro you can restore Entra ID users, groups, apps, policies, and devices after a major outage, ransomware event, or accidental deletion. However, this feature is not only useful in the context of a true disaster. Additionally, you can use it to: Clone environments for testing and/o

MailChimp Integration

Published November 20th, 2024 by Kali Patrick

Mailchimp is a popular email marketing service, and while Syncro features its own built-in Mailer, enabling this integration is highly useful if you prefer Mailchimp's specialized tools. Once connected, the integration automatically adds your Syncro Organizations to a specific Mailchimp list, keeps their contact information updated, and seamlessly m

How Ticket Metrics Are Calculated

Published January 24th, 2025 by Kali Patrick

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 tw

About the Invoices Tab/Page

Published April 12th, 2024 by Kali Patrick

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 N

Best Practices for Creating Organizations

Published February 19th, 2026 by Kali Patrick

These best practices will help you avoid common mistakes and set you up for success in Syncro. For Everyone You must provide a Name for an Organization. This (Business Name) is the only required field. Although it's possible to enter information for an individual owner/decision maker here (e.g., First/Last Name, Email, etc.), we strongly suggest th

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

About the POS Tab/Page

Published December 12th, 2024 by Kali Patrick

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 tripl

Get Syncro Account Invoices

Published December 12th, 2024 by Kali Patrick

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 th

Work with End Users

Published March 7th, 2025 by Kali Patrick

End Users are the specific people who are part of an Organization you're supporting. 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). Notes: To see Microsoft-related information about End Users, you mu

Converting from QuickBooks Desktop to QuickBooks Online

Published November 24th, 2024 by Kali Patrick

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 help@syncrosecure.com. We support conversions when your QuickBooks Desktop company file is converted to QBO per Intuit's recommendations. There are also steps w

Structure Products & Services For Profit

Published October 15th, 2025 by Kali Patrick

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

Leads Settings

Published November 22nd, 2024 by Kali Patrick

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 > L

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

About the Estimates Tab/Page

Published November 22nd, 2024 by Kali Patrick

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). Create a PDF/Email Template for your Estim

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 which of your technicians: Are consistently underperforming, Require additional training, Are receiving too many tickets and overloaded, causi

Best Practices for Windows Update Policies

Published February 10th, 2026 by Kali Patrick

Before You Begin Here are some important things to know before you begin setting up your Windows Update Policies. Multiple Schedules On One Machine It's technically possible to have multiple update schedules that apply to a Syncro Device. For example, if an update category is Deferred on one policy but Approved on another. This may cause unintended

Accept Online Appointment Bookings

Published December 20th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Syncro’s Appointment Bookings feature allows you to share a URL with people who may want to book appointments with you (or a specific Tech). You can also embed code into your website so people can book their appointments with you through Syncro. Enable the Appo

Use Estimates with Deposits & POs to Replace Client Equipment

Published October 29th, 2025 by Kali Patrick

This document walks you through a scenario where an office wants your help replacing several laptops, which you'll need to procure. You'll learn how to create an estimate for the purchase, take a deposit, order and receive the equipment, work a related ticket, then invoice for the balance due. Read on, or watch this short video to see how its done:

Create a Policy Folder Structure & Assign Assets

Published July 8th, 2024 by Kali Patrick

The Assets & Policies subtab is where you can create a folder structure to organize your Organization's assets, and assign policies that can be inherited through that structure. See also About Policy Inheritance . Note: Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the t

Customer Reports

Published November 17th, 2024 by Kali Patrick

This document provides an overview of each of the reports you'll find in the Reports > Customers section: Notes: You can also access this page from Admin > Syncro Administration - Reports. Many reports have a CSV button, which you can use to download an Excel version. To learn more about Favoriting and Scheduling reports, see About the Report

Effortless Control of Your Syncro Account

Published October 27th, 2025 by Kali Patrick

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 y

Restore Microsoft 365 Teams Chat Messages

Published August 13th, 2025 by Kali Patrick

When you need to restore Teams Channel or Private Chat messages, follow these steps. Navigate to the Backup Portal Navigate to the Syncro Tenant's Details Page. In the Cloud Backups section, locate the row for “Teams Chats” in the Service column, then click Restore: The Backup Portal displays the Teams Chats page. Depending on what you're looking

Act on Network Discovered Devices

Published May 22nd, 2025 by Kali Patrick

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 c

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 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

Restore Microsoft 365 OneNote Notebooks

Published August 11th, 2025 by Kali Patrick

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 pa

Hudu

Published November 11th, 2024 by Kali Patrick

Hudu is the all-in-one workspace for IT. Hudu helps MSPs and IT pros organize, collaborate, and secure their information. Use it to organize passwords, networks, websites, internal processes, and more. This integration imports your Customer (Company), Contact, and Asset information from Syncro over into Hudu for easier documentation. Syncing then h

About Syncro Account User Billing

Published December 12th, 2024 by Kali Patrick

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 immedia

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

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, and Who the ticket should be escalated to if the SLAs are breached. You may assign SL

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

Syncro Glossary

Published May 9th, 2024 by Kali Patrick

This document contains definitions for terms you may come across in Syncro and in our documentation. Throughout this Documentation Center, glossary terms display in italic font. If there is a term you were looking for but did not find it in this glossary, please submit feedback with the term and we will get it added. Note: Customers are in the proce

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

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

View the Audit Log

Published July 11th, 2025 by Kali Patrick

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 with

Expiring Payment Profile Reminders

Published September 16th, 2024 by Kali Patrick

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 Sync

Disable/Delete or Restore/Undelete Users

Published November 22nd, 2024 by Kali Patrick

Delete/Disable a User You can disable a Syncro User in your account, which is equivalent to deleting them. Navigate to Admin > Users. Next to the desired user, click Disable User: Select the reason you are disabling them and click Disable User Account: Navigate to Admin > API - API Tokens to delete any tokens they use or have created. IMPORTA

About Ticket Automation Types & When They Run

Published August 29th, 2024 by Kali Patrick

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

Collect & Build Recurring Income (Invoicing 102)

Published October 13th, 2025 by Kali Patrick

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

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

About the EntraID Restore Options

Published September 12th, 2025 by Kali Patrick

Availability Per Object Type The table below illustrates which of the Entra ID restore options are available for each object: Users Groups Roles Policies Devices Admin Units Apps With Object √ √ √ √ √ √ √ As New √ √ √ √ √ √ √ Block Sign-In √ With Members √ √ With Memberships √ √ √ (Enterprise Applications Only) With

Add Photos/Images to Products

Published November 18th, 2024 by Kali Patrick

Prerequisites To attach images to products, you must check the “Enable Photos on Products” Inventory setting. This video includes how to add a photo to your Product during the creation process: Upload Product Photos To add photos to a product, follow these steps: Navigate to the Products & Services tab. Edit an existing product or add a new one.

Integrating Xero

Published February 20th, 2026 by Kali Patrick

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

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

Create Tickets From the System Tray 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

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

View & Copy Bitlocker Keys From Entra ID Backup

Published August 18th, 2025 by Kali Patrick

It is not possible to restore Bitlocker keys back to the Entra ID environment. However, you can view and copy the recovery key for any of your devices. 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

Twilio Integration

Published November 13th, 2024 by Kali Patrick

If you want to pay for your own SMS account, to use your own Caller ID (from number), or use features Syncro doesn't provide, you can integrate your own Twilio account and use that for your SMS needs. Syncro's “Bring Your Own” (BYO) Twilio integration: Gives you control over how inbound SMS is handled. Lets you configure multiple inbound and outboun

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

Parts Settings Reference

Published November 18th, 2024 by Kali Patrick

Navigate to Admin > Parts - Preferences to find all your Inventory-related settings in Syncro. This document describes what each setting does. Parts Email: When your technicians submit a request for a new part, Syncro sends a notification to this address. Enable Percentage Markup: Check this box to turns the Percentage Markup feature on or off. D

Apply SPIFFs and Commissions

Published November 17th, 2024 by Kali Patrick

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 volu

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

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. Syncro uses AI to place your Tickets into the following classifica

Billable Microsoft Licenses

Published December 3rd, 2025 by Kali Patrick

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 e8ecdf70-47a8-4

Work with Recurring Invoices

Published April 8th, 2024 by Kali Patrick

A Recurring Invoice is a template from which many invoices can be created. 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

Troubleshooting Your Xero Integration

Published July 16th, 2024 by Kali Patrick

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.

About Xero Sync Settings

Published July 16th, 2024 by Kali Patrick

What Data Syncs The table below shows what data is called in Syncro vs. Xero, and in what direction(s) it syncs: Syncro Direction Xero Customer / Vendor ← → Contact POs → POs / Bills Invoices → Invoices Products / Inventory ← → Items Payments ← → Payments After setting up Syncro's Xero integration, your Syncro and Xero accounts are connected. The

Create & Use Canned Responses

Published October 2nd, 2024 by Kali Patrick

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 Technician

Move Multiple Organizations to a Single Syncro Tenant

Published February 13th, 2026 by Kali Patrick

Overview When you create a new Organization, Syncro automatically creates a Syncro Tenant with the same name as the Organization to provide an infrastructure for future scalability. This means that usually, there's a 1:1 relationship between the Organization and Syncro Tenant: However, you might have situations where you want to have multiple Custom

Stored Syncro Agent Data

Published December 19th, 2024 by Kali Patrick

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

Update QuickBooks Settings

Published August 1st, 2025 by Kali Patrick

After your initial QuickBooks Online setup, you can always return to the QuickBooks Settings Page to make changes. To return there, you can either: Navigate to Admin > Integrations - App Center. Then select the QuickBooks tile, or Add /quickbooks/settings to your URL. (For example: https://yourdomain.syncromsp.com/quickbooks/settings .) The remai

Set Up Microsoft Entra ID User Sync

Published March 3rd, 2025 by Kali Patrick

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,

Examples of Windows Update Policies

Published February 11th, 2026 by Kali Patrick

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

Troubleshooting Your QuickBooks Integration

Published November 24th, 2024 by Kali Patrick

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

About the Dashboard Tab

Published November 15th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Syncro's Dashboard module gives you a quick and easy way to see what's happening across your organization. To access it, click the Dashboard tab: Note: Syncro updates the data in the Dashboard every hour, but the page does not reload automatically. If you insta

Restore Microsoft 365 Lists

Published August 11th, 2025 by Kali Patrick

Note: Files created with Microsoft Lists applications are saved in the organization's SharePoint. When you need to restore Microsoft lists, 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

Work with Prepay (Block) Hours

Published November 18th, 2024 by Kali Patrick

Snippet: Prepay Hours Prepay Hours, also known as Block Hours, are presold amounts of hours that a Cust Prepay Hours, also known as Block Hours, are presold amounts of hours that a Customer Organization pays for upfront and then uses. Syncro can help you track how your clients consume these hours, provision them, deduct them, and automatically charg

Master Syncro Reporting for Actionable Insights

Published February 24th, 2026 by Kali Patrick

This guide provides a foundational roadmap for navigating Syncro’s reporting module, tracking operational health, measuring team efficiency, and building custom data visualizations. Step 1: Navigate & Manage Standard Reports The Reports tab is your central hub for turning data into actionable insights. From here, you can search for specific rep

Set Up 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 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 vid

Unleash Advanced RMM Power (RMM 103)

Published October 17th, 2025 by Kali Patrick

This guide explores advanced asset management by creating custom asset fields and saved asset searches, capturing missing Bitlocker keys, monitoring unmanaged devices like printers via SNMP and OID, and archiving inactive assets. Step 1: Create Custom Asset Fields Custom Asset Fields help you to gather any additional information you want about asset

Products & Services Settings Reference

Published December 1st, 2024 by Kali Patrick

Navigate to Admin > Products & Services - Preferences to find all your product-related settings in Syncro. This document describes what each setting does. Checkboxes Send a Daily Low-Inventory Email: Check this box to make Syncro send a daily email (to the address specified in Admin > Parts - Preferences) that shows you all Low-Inventory i

Automate Tasks with Email Rules

Published June 20th, 2024 by Kali Patrick

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

Organization CSV File Columns Reference

Published December 9th, 2024 by Kali Patrick

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

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

Make Syncro Account Payments

Published December 12th, 2024 by Kali Patrick

Accepted Payment Methods We currently accept payment via credit card or ACH . If you have a very large payment to make (over $5,000) and are having problems making the payment, please reach out to our billing team at billing@syncromsp.com for assistance. Update Payment Information To update your payment information within Syncro, follow these steps:

Organization & End User Tags

Published November 17th, 2024 by Kali Patrick

Organization and End User Tags provide an easy and flexible way for you to categorize your Organizations and End Users beyond the methods Syncro already offers, which empowers you to develop more dynamic Ticket Automations and robust filtering for your Saved Searches. Note: Customers are in the process of being renamed to Organizations, and End User

Syncro Mobile: Work with Customers & End Users

Published May 29th, 2025 by Kali Patrick

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

Configure Backup Settings

Published August 6th, 2025 by Kali Patrick

After you enable backups for a Syncro Tenant, you can always make changes to which users are backed up and/or the user and/or Organization-level data that's backed up. Additionally, you can configure security permissions to control which Syncro Users can perform backup and restore-related tasks. This document describes how to configure backup setti

Restore Entra ID Policies

Published August 14th, 2025 by Kali Patrick

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

Free Image Hosting Sites

Published December 6th, 2024 by Kali Patrick

Syncro doesn't allow you to upload images for use on templates, so you'll need to use another site to host your images. Our recommendation is to host images on your own domain/website. This gives you the best level of control and privacy. If you don't have your own domain/website, your next option is to use a file or image hosting site. Caveats of

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

Create Automated Remediations for Alerts

Published April 23rd, 2024 by Kali Patrick

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

About the Organizations Tab/Page

Published February 23rd, 2025 by Kali Patrick

This document provides an overview of the information you’ll find in the Organizations tab and the actions you’ll be able to take for one or more Organizations in the table that displays on that page. (This tab is also known as the Organizations module.) Click the Organizations tab in the Syncro header to display the Organizations page and table. N

Create Reminders for Tasks

Published November 24th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Syncro allows you to easily remind yourself or your techs about important task items. You can find reminders on the main welcome screen, or from the user profile menu in the upper-right. Here, you can set important details about the reminder, including which cu

Set Up the Zebra LP2844

Published January 9th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. To set up the Zebra LP2844 label printer, follow these steps: Download this driver on your Windows computer. Run the .exe file. When you're asked to specify the printer model, choose Eltron LP2844. Confirm that it's showing up in Control Panel > Hardware and

About the User List

Published August 17th, 2025 by Kali Patrick

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 le

Restore Entra ID Applications

Published August 15th, 2025 by Kali Patrick

To restore Applications from an Entra ID backup, follow the steps described in this document. Tip: Before performing a restore, you may want to see an Application's attributes. 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 Application Attributes &

Syncro User Fields Reference

Published May 16th, 2024 by Kali Patrick

Syncro Users are individuals who log into Syncro to do their work, such as Admins, Technicians, and other employees on your team. The table below describes the fields you encounter when creating or editing Syncro Users. Note: Template Tags are listed for fields that can be included on templates, such as Tickets and Invoices. Field Description Full

About Syncro's Non-Billable Labor Feature

Published October 7th, 2024 by Kali Patrick

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 for the work you've done to an invoice so you can get paid for that work. Watch this short video to learn more: To set up your Tickets to use Syncro's Non-Bi

Full Disk Cleanup with Ticket & Billable Time

Published June 5th, 2025 by Kali Patrick

When Syncro detects a Disk Full RMM Alert, an Automated Remediation can take action without your client ever needing to report an issue. In this example, you'll learn how to create an automated remediation that: Creates a ticket (linked to the alert), Runs a cleanup script to reclaim free space and adds the results of the script to the Ticket (as a

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

Simplify Client Support With the End User Portal

Published September 14th, 2025 by Kali Patrick

This guide outlines how to configure Syncro's client-facing portal by customizing branding, configuring password reset templates, updating portal user permission groups, enabling portal users individually or in bulk, and providing access links. The End User Portal is an efficient hub where your End Users can communicate and collaborate with you. It'

Rework Tickets

Published November 15th, 2024 by Kali Patrick

Rework Tickets are Tickets you have finished working on (i.e., marked “Resolved”) but need to re-open for additional work. You can create a Rework Ticket and Syncro will create a separate Ticket from the original for better tracking. Tip: The Resolved Tickets and Reworked Tickets reports may be useful here. To create a new Rework Ticket, follow thes

Enable SNMP on an Asset

Published November 3rd, 2024 by Kali Patrick

SNMP (Simple Network Management Protocol) allows you to: Add SNMP Monitoring to an already existing asset via IPv4, or Hostname, Manually add OIDs to monitor, and Alerts you when the desired thresholds are breached. Notes: SNMP Assets function much like RMM Assets: they can be associated with Tickets, throw alerts, and used in Automated Remediati

Syncro Mobile: Settings

Published July 25th, 2025 by Kali Patrick

This document describes the configuration settings available for Syncro Mobile, which are all available for the app on both iOS and Android devices that support the latest app version. If you haven't already, download the Syncro Mobile app. Be sure to install the one that looks like this: To change your settings, tap the gear icon in the upper right

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 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-bra

Manually Export & Download Microsoft Data

Published August 19th, 2025 by Kali Patrick

You can use Microsoft 365 and Entra ID backup to manually export data by date range and download it to Excel, CSV, or TXT formats. Some reasons Technical Leaders or Technicians in compliance roles might do this include: Specific recovery tasks, Compliance audits or e-discovery, Hand-offs of user content during offboarding, Manual migration scenario

Install Syncro on Ninja Assets

Published February 13th, 2025 by Kali Patrick

The Ninja Importer builds a script for NinjaRMM that will help you install the Syncro agent on your assets. Start the Process To start your migration from NinjaRMM, follow these steps: Navigate to Admin > RMM Settings - Migration Tools. Click the Ninja tile. Optionally, click Regenerate Lookup Key to invalidate all current instances of the scrip

Database Exports

Published June 27th, 2025 by Kali Patrick

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 externa

Activate Your Billing System (Invoicing 101)

Published June 9th, 2025 by Kali Patrick

This guide provides the foundation for billing configuration, detailing how to customize invoice settings, set default payment terms and tax rates, configure open invoice reminders, create contracts, manage non-billable labor time, and integrate payment processors or accounting platforms. Notes: Throughout the documentation, you'll sometimes see te

Security Essential Rule Logic

Published June 25th, 2025 by Kali Patrick

This document provides information about the pass/fail conditions for each of the Rules comprising the Security Essential baseline. When available, common reasons for failures are also highlighted. Tenant Has Between Two and Four Global Admins The system retrieves a list of Global Administrators from Microsoft Entra ID to validate the number. Pass

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

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

Take a Deposit

Published September 15th, 2024 by Kali Patrick

You can set up Syncro to collect deposits from customers for a Ticket. Those deposits become credits you can quickly apply to a future invoice. Prerequisites Enable the Deposit Feature To use the deposits feature, navigate to Admin > Invoices - Preferences and check the “Enable the Deposits Feature” box. Scroll to the bottom of the page and click

Disable Sending Email to an Organization

Published January 9th, 2025 by Kali Patrick

If you want to prevent Syncro from sending emails to a specific Organization (including all End Users associated with that Organization), you can. 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. Disable Emails Follow these steps: Navigate to the Organiza

Troubleshooting Bitdefender

Published June 12th, 2025 by Kali Patrick

If you run into issues with Bitdefender, here are some steps you can take. If you've reviewed the content of this troubleshooting guide and are still having trouble, please contact Support. Installation Issues Reboot Required Sometimes Bitdefender requires a reboot to complete the install. Be sure to try this if you are having trouble installing it.

Syncro Subscriptions & Billing

Published December 12th, 2024 by Kali Patrick

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 st

Master the Policy Engine (RMM 101)

Published June 10th, 2025 by Kali Patrick

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 Leade

Manage Endpoints in the GravityZone Portal

Published June 12th, 2025 by Kali Patrick

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 "P

Add Multiple Tickets to a Single Invoice

Published January 10th, 2025 by Kali Patrick

If you've done a lot of work for a Customer Organization in a given month, you may only want to send them one Invoice. Syncro can help make this billing scenario easy by adding multiple Ticket charges for you. Note: Currently an Invoice will only link back to a Ticket if it was created from a single ticket. invoices do not link back to multiple Tick

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

Add Troubleshooting Documentation to Tickets

Published May 26th, 2025 by Kali Patrick

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: Cre

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

Customize PDF/Email Templates

Published May 6th, 2024 by Kali Patrick

Templates serve as starting points for the look and feel of PDFs and email communications that are sent from Syncro on your behalf. 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 a

Switch to Syncro Splashtop When Moving from Another RMM

Published November 21st, 2024 by Kali Patrick

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 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 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

Restore Entra ID Roles

Published August 14th, 2025 by Kali Patrick

To restore roles 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 role. 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 Role Attributes &

Splashtop Work From Home

Published November 29th, 2024 by Kali Patrick

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 b

Work with Leads

Published November 21st, 2024 by Kali Patrick

Snippet: Leads The Leads module acts as the central inbox for all inbound emails in Syncro. Any The Leads module acts as the central inbox for all new inbound emails in Syncro. Any new emails sent to your Syncro account are stored here. This isn't optional; it's required for using email with ticketing. Every inbound email automatically creates a ne

Unify Microsoft 365 Management (Microsoft 101)

Published May 9th, 2025 by Kali Patrick

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

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 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: Navigat

Work with Organizations

Published February 21st, 2025 by Kali Patrick

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

Silently Remove McAfee

Published January 20th, 2025 by Kali Patrick

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

Integrate with Microsoft

Published March 3rd, 2025 by Kali Patrick

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

Import or Export Existing End Users

Published April 4th, 2024 by Kali Patrick

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, a

Make Syncro Account Subscription Plan Updates

Published December 12th, 2024 by Kali Patrick

You can update your subscription plan at any time within Syncro. However, not all subscription updates will take effect right away. Please read the sections below to understand how different selections will affect your subscription. For detailed instructions about how to update your plan, see Update Your Syncro Account . IMPORTANT : Before you proce

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

Email Marketing Using Mailer

Published January 6th, 2025 by Kali Patrick

Snippet: Mailer Syncro's Mailer allows you to set up a variety of campaigns to keep in touch with Syncro's Mailer allows you to set up a variety of campaigns to keep in touch with your customers. For example, you can create automated follow ups to check-in after a ticket has been resolved, all based on specific time frames that work well for you. Al

Electronic Ordering

Published January 9th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Enable Electronic Ordering Note: These steps must be done by both the vendor and customer. Navigate to Admin > Inventory - Preferences. Check the “Enable Syncro to Syncro Electronic Ordering” box. Click Save. Sell to a Customer Go to the Customers tab/module

Splashtop SOS

Published December 1st, 2024 by Kali Patrick

Syncro's expanded partnership with Splashtop means we can bring you Splashtop SOS. Splashtop SOS means that you and your team can provide your end users with attended remote support the second you’re needed, with or without the Syncro agent already installed. Whether you’re onboarding a new account or troubleshooting an issue with your end user’s mo

Login, Work, Fix (Technicians 101)

Published June 12th, 2025 by Kali Patrick

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

Default Email Wrapper HTML Code

Published December 15th, 2024 by Kali Patrick

The Email Wrapper is the HTML code that wraps around all the email templates. It's used to give the emails their style. Modify the Code Note: You'll need to HTML/CSS. To modify this code, follow these steps: Navigate to Admin > Syncro Administration - PDF/Email Templates. Select Email Templates. At the bottom, click the “Advanced (caution)”

About Backup Pricing & Fair Use Policy

Published September 26th, 2025 by Kali Patrick

Pricing When you're subscribed to Microsoft 365 and Entra ID backup you will be charged $1.90 per billable user per month, based on the monthly peak number of Microsoft users backed up. Note: If your 14-day backup trial ends and you do not subscribe, you will NOT be billed. Any tenants that were backed up during the trial will stop being backed up

About Co-Managed Support

Published September 29th, 2025 by Kali Patrick

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

IT Glue Integration

Published November 4th, 2024 by Kali Patrick

The Syncro-IT Glue integration: Automatically adds a new Asset from Syncro to the IT Glue view, Syncs Asset names/properties from Syncro to IT Glue (attachments, custom fields, and other information is NOT included), Adds a link in the Asset's Information section on the Asset Details Page so you can click to view the instance in IT Glue, Marks any d

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

Work with Intake & Outtake Forms

Published October 2nd, 2024 by Kali Patrick

Intake and/or Outtake Forms are designed to be shared with your customers before/after work on a Ticket is complete, giving the customer the opportunity to review any planned/performed work. You can also use Intake/Outtake Forms to capture a customer's agreement to your terms with a signature. Prerequisites If you're using AutoPrintr, you should al

Keep Technicians Focused On Ticket Resolution

Published December 7th, 2025 by Kali Patrick

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 m

Troubleshooting Splashtop

Published November 25th, 2024 by Kali Patrick

If you run into problems with Splashtop, here are some things that might help. Initial Checks If Splashtop is not working properly, here are the first three things you should check: The Syncro Policy assigned to the Asset has remote support enabled. (See Enable Remote Access .) Splashtop Streamer is installed on the remote machine. (The Syncro Agent

Third-Party Patch Management

Published July 18th, 2024 by Kali Patrick

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 agen

About the Patching Dashboard

Published March 6th, 2025 by Kali Patrick

Snippet: Patching Dashboard The Patching Dashboard consolidates and helps you visualize data Syncro collects The Patching Dashboard consolidates and helps you visualize data Syncro collects about patch-enabled Assets across your fleet. It: makes patching faster and easier to track, surfaces patching issues so you can close gaps quickly, and frees u

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

Published November 21st, 2024 by Kali Patrick

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 r

View Spam Logs

Published January 10th, 2025 by Kali Patrick

It's important to know when messages sent from your Syncro account are flagged as spam. If your messages have NOT been sent due to Syncro's spam filter, you will be able to see them in the Spam Logs. Note: If you want to bypass Syncro's spam filter, you can bring your own Set Up SMTP and SMS services. For the latter, check out our Flowroute and Twil

About the Baseline Details Page

Published April 10th, 2025 by Kali Patrick

The Baseline Details Page displays when the “Baselines” view is selected and you click a row in the Baseline Management table. Use this page to view more detailed information about the selected Baseline (including each of the individual Rules inside it) and Attach Baselines to your Syncro Tenants. The Left (Summary) Panel The left side of the Basel

Create OID Monitors

Published November 4th, 2024 by Kali Patrick

An OID is a unique numerical value that identifies a managed object in a network. OIDs are used in the Simple Network Management Protocol (SNMP) to monitor and manage networks. Adding OIDs is optional, but without them you can only monitor the online/offline status of an asset. Prerequisites You need to know the IP address of the network device you

Supported Hardware

Published September 14th, 2024 by Kali Patrick

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 regu

About the End User Portal

Published September 25th, 2024 by Kali Patrick

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 proc

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 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. Creat

Set Up SMTP

Published November 3rd, 2024 by Kali Patrick

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 hel

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

Scripts Reference

Published April 28th, 2025 by Kali Patrick

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

AI Sentiment Analysis

Published September 4th, 2024 by Kali Patrick

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

Control Email, Boost Delivery

Published September 21st, 2025 by Kali Patrick

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 rece

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. 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 un

Restore Microsoft 365 OneDrive Folders & Files

Published August 10th, 2025 by Kali Patrick

When you need to restore OneDrive files or folders 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. Use the dropdown menu in the upper left corner to search for and select

Search For & Restore Data Quickly

Published August 7th, 2025 by Kali Patrick

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 Ty

Configure Tax Rates

Published May 6th, 2024 by Kali Patrick

To create different tax rates to assign to Organizations and/or Products & Services, navigate to Administration > Invoices - Tax Rates. The Tax Rates table displays any existing tax rates: IMPORTANT: The Default Tax Rate is the first tax rate displayed in this table. Use the triple line icon to reorder your tax rates in the Tax Rates table an

Configure GDAP in Microsoft Partner Center

Published June 30th, 2025 by Kali Patrick

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

AutoElevate

Published March 26th, 2025 by Kali Patrick

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 In

Troubleshooting Network Discovery Issues

Published May 26th, 2025 by Kali Patrick

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 nex

Organization Fields Reference

Published February 21st, 2025 by Kali Patrick

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 Inf

QuickBooks API Errors

Published November 22nd, 2024 by Kali Patrick

This document describes some of the errors that the Intuit API gives us. It includes API errors for both QuickBooks Online and QuickBooks Desktop. Note: Before you look into anything like a connection error, or general error, check to see if Intuit's systems are down. Area/Entity Subject/Message Details General Stale Object Error: QuickBooks versio

Set Up Your 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) You can read on, or watch this short video to

About the Organization Details Page

Published February 24th, 2025 by Kali Patrick

The Organization Details Page displays whenever you’re viewing a Customer 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. This document describes what you’ll find on this page, as well as several of its subtabs. Since the following subtabs

Access the End User Portal

Published September 23rd, 2024 by Kali Patrick

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

Work with Policies

Published January 25th, 2026 by Kali Patrick

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 man

Work with Network Discovery Profiles

Published May 22nd, 2025 by Kali Patrick

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 min

Bitdefender GravityZone

Published November 15th, 2024 by Kali Patrick

Bitdefender provides a robust, multi-layered defense against a wide range of cyber threats, including sophisticated malware and ransomware with minimal impact on system performance. With the Bitdefender GravityZone integration you can: Get a portal account to Bitdefender GravityZone. (Syncro Managed Bitdefender accounts are only supported in North A

End User Details & Actions

Published April 4th, 2024 by Kali Patrick

End Users are the specific people who are part of an Organization you're supporting. The End Users Details page displays whenever you're viewing a specific End User. Notes: This page automatically displays in edit mode. If you decide to make changes, be sure to click Save Changes at the bottom of the page. If you're only here to view the End User's

Work with Process & Service Monitors

Published December 2nd, 2024 by Kali Patrick

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 sta

Vendor Usage Report

Published April 27th, 2025 by Kali Patrick

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

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 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 Workfl

Asset & RMM Reports

Published November 21st, 2024 by Kali Patrick

This document introduces the reports available for the Assets & RMM features in Syncro. You can use these reports to monitor the health, security, and lifecycle of your managed assets while validating policy compliance across your customer base. These tools also provide the visual data needed to demonstrate service value to clients and identify

Advance Your Financial Operations (Invoicing 103)

Published October 20th, 2025 by Kali Patrick

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 &

About Syncro's AI Features

Published July 30th, 2024 by Kali Patrick

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 i

About the (Tenant) Compliance Details Page

Published April 14th, 2025 by Kali Patrick

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 Le

Work with Portal Users & Permission Groups

Published October 13th, 2024 by Kali Patrick

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 bot

Work with OID Monitor Recipes

Published November 11th, 2024 by Kali Patrick

An OID Recipe is a group of OID monitors that can be applied to different kinds of SNMP assets with the same asset type. Prerequisites You need to know the IP address of the network device you want to monitor, the specific OID(s), and the value type of those OIDs. View OID Monitor Recipes To locate your OID Monitor Recipes, navigate to the Assets &a

Configure Outbound Email Categories

Published November 8th, 2024 by Kali Patrick

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 communication

Documentation Center

Published November 22nd, 2024 by Kali Patrick

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

Syncro Email Options for Maximizing Deliverability

Published November 8th, 2024 by Kali Patrick

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 (ea

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 (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

About the Syncro Tenant Details Page

Published August 10th, 2025 by Kali Patrick

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 Organi

Drive Revenue With Leads & Mailer

Published October 9th, 2025 by Kali Patrick

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 pe

Launch Scripts Across Your Fleet

Published September 18th, 2025 by Kali Patrick

This guide covers the core scripting features within Syncro, including managing script categories, importing from the community library, creating custom scripts, running scripts via the assets tab or policies, and triggering scripts through automated remediations. Scripting is one of the core RMM features in Syncro. We designed our Scripting module

Important Information for CSP Microsoft Integrations

Published May 15th, 2025 by Kali Patrick

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 crede

Update the Syncro Agent from Windows 10 to Windows 11

Published October 17th, 2024 by Kali Patrick

This document describes how you can upgrade your Windows 10 machines to Windows 11 using Syncro's scripting module. Windows 11 Update Requirements To determine whether a Windows 10 machine is eligible for the Windows 11 update, Microsoft checks for the following requirements: Processor: 1 GHz or faster, 2+ cores, 64-bit compatible or SoC RAM: 4 GB S

Remote Installation Prerequisites

Published May 29th, 2025 by Kali Patrick

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 do

Use 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

One-Time Use Products

Published January 9th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. One-Time Use Inventory Products are products that you have on-hand and want to sell to customers, but you do not want to consider them a permanent part of your Inventory and re-stock them when you run out. Notes: This feature automatically disables the product

Configure GDAP in Microsoft Lighthouse

Published June 30th, 2025 by Kali Patrick

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

Manage Invoice Payments

Published September 12th, 2024 by Kali Patrick

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 even apply funds to multiple invoices from a single screen. Prerequisites Before you can pay an invoice, you must define your available Payment

Troubleshooting & Advanced Editing for Templates

Published June 20th, 2024 by Kali Patrick

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: <div class="clearb" style="height: 1px; overflow: hidden;"> </div> Images added to Invoic

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

RMM Settings Reference

Published November 10th, 2024 by Kali Patrick

Navigate to Admin > RMM - Preferences to find all your RMM-related settings in Syncro. This document describes what each setting does. IMPORTANT: After changing RMM settings, be sure to scroll to the bottom of the page and click Save. Agent Software Branding Settings These settings apply to the Syncro Agent software: Accent Color: Select a color

Stripe

Published September 3rd, 2024 by Kali Patrick

You can set up a Stripe-Syncro integration so that processing your customers' credit cards is easy! Prerequisites You must have an account already set up with Stripe. You can configure your Stripe account the way you want, and connect your bacnk account so you get paid directly from Stripe. Visit their site to learn more. Set Up Instructions To set

Mastering Managed AV: The Bitdefender GravityZone Playbook

Published December 8th, 2025 by Kali Patrick

This guide provides a setup roadmap for the Bitdefender GravityZone integration, covering account provisioning, managing HyperDetect settings, deploying AV via Syncro policies, configuring and assigning GravityZone policies, and managing premium add-ons. Step 1: Set Up the Integration The Bitdefender GravityZone integration provides a robust, multi

About Tables in Syncro

Published February 6th, 2025 by Kali Patrick

This document describes the general features of tables that appear throughout the Syncro platform, so you can customize and use them to quickly access the information you want. Note: Depending on the context in which a table appears, not every table will have the same (or all) of the functionality described here. Tables Pagination Pagination automa

Syncro Admin Kickstart

Published June 6th, 2025 by Kali Patrick

This guide provides a foundational roadmap for setting up a Syncro account, covering essential administrative setups like specifying business hours, configuring users and security groups, managing notifications, and customizing email templates. Notes: Throughout the documentation, you'll sometimes see text in italic font. This means the term is def

Custom Fields for Organizations & End Users

Published February 24th, 2025 by Kali Patrick

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 list

Escape Mundane Tasks With Automation

Published June 10th, 2025 by Kali Patrick

This guide provides strategies for automating repetitive workflows, detailing how to build ticket automations, trigger automated remediations from RMM alerts, incorporate community library scripts, utilize canned responses, and set up recurring tickets. Step 1: Create a Ticket Automation Snippet: Ticket Automation Use Ticket Automations in Syncro to

Manually Create a Ticket

Published April 4th, 2024 by Kali Patrick

A Ticket is a record containing details about a End User'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 processes

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. Checkbox Reference This table describes each checkbox you'll find on the Ticket Settings page in Syncro. (Checkboxes are documented in order of appearance, but may occasionally be interrupted by text fiel

Best Practices & Examples for Third-Party Update Policies

Published February 11th, 2026 by Kali Patrick

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 t

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

Chat with End Users from the System Tray

Published November 10th, 2024 by Kali Patrick

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

Template Tags Reference

Published December 3rd, 2024 by Kali Patrick

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 descriptio

Configure Verified Email Domains

Published November 8th, 2024 by Kali Patrick

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. IMPORTANT : Unless you're using SMTP, Syncro strongly recommends t

Activate Your Ticketing System (Ticketing 101)

Published June 10th, 2025 by Kali Patrick

This guide outlines how to configure global ticket settings, manually create tickets, navigate the ticket dashboard, customize table columns, utilize search filters and tags, structure parent and child ticket relationships, and create pinned ticket views. Notes: Throughout the documentation, you'll sometimes see text in italic font. This means the

Work with Assets

Published June 27th, 2025 by Kali Patrick

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

Parts Orders

Published November 18th, 2024 by Kali Patrick

The Parts tab/module is a simple, fast tool for ordering one-off items and staying organized. It integrates directly with your Tickets, Invoicing, Notification Center, and Ticket Automations, allowing you to streamline your workflow. Note: In contrast, the Products & Services tab/module is a more comprehensive tool for handling complex orders an

Syncro Unleashed for IT Departments: From Setup to Service Excellence

Published February 9th, 2026 by Kali Patrick

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

Custom Widget Flows

Published November 21st, 2024 by Kali Patrick

Syncro includes different widgets you can use to help process new requests from end users. You can also combine multiple widgets into flows for different situations using the Custom Widget Flows feature. You can also create as many Custom Widget Flows as you like to handle different situations. When an end user completes a Custom Widget Flow, this

Syncro XMM: The Big Picture

Published June 11th, 2025 by Kali Patrick

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 an

About the Asset Details Page

Published January 19th, 2025 by Kali Patrick

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

Explore Team Plan Features

Published July 4th, 2025 by Kali Patrick

This document describes the most commonly used Team Plan features and how you can start taking advantage of them as you transition to a super-powered version of Syncro. Note: 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 Set

Syncro Unleashed for MSPs: From Setup to Scale

Published November 21st, 2025 by Kali Patrick

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 l

Troubleshooting AutoPrinter

Published January 9th, 2025 by Kali Patrick

Note: AutoPrinter is a legacy integration. Syncro is no longer providing updates or support for this integration, and it may be deprecated in the future. Note: AutoPrinter should be installed only once per location. The first step of troubleshooting is to make sure you are running the latest version of AutoPrinter. Otherwise, you can find common i

Line Item Types for Recurring Invoices

Published January 12th, 2025 by Kali Patrick

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

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. Beta Version IMPORTANT: You must als

Use Scripts

Published April 25th, 2025 by Kali Patrick

Once you've created and/or selected a script that meets your needs, you can run it on an individual asset or in bulk, on multiple assets. You also have the option to run a script repeatedly, and/or on a schedule. Best Practices For any scripts that may cause unintended changes to an asset, or require debugging/troubleshooting to get a desired result

About the "My Queue" Ticket View

Published June 8th, 2025 by Kali Patrick

Syncro's pre-configured Ticket View (labeled “My Queue”) is a unified Ticket View that simplifies ticket management for Technicians. It allows each Technician to see assigned, unassigned, and subscribed tickets in one place, eliminating the need for them to check multiple Ticket Views. This simplifies onboarding and improves collaboration, efficien

TeamViewer Integration

Published November 21st, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Log in to your client's devices using your TeamViewer account. It installs TeamViewer on devices automatically. Set Up TeamViewer Note: The TeamViewer integration is only compatible with the TeamViewer Corporate tier. Navigate to the App Center and click the Te

Syncro Mobile: Work with Tickets

Published October 16th, 2024 by Kali Patrick

If you're a tech who works out in the field, you'll find you can resolve tickets (and even track your time) quickly and easily using Syncro Mobile. You no longer have to wait until you're back in the office or have to remember to update your records! This document describes how you can use Syncro Mobile specifically to communicate about and resolve

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. New Design Note: Ticket Metrics may also be horizontally scrollable (depending on your screen real esta

Use Splashtop on a Mac

Published December 13th, 2024 by Kali Patrick

Enable Splashtop Access To enable Splashtop access on a Mac, follow these steps: Enable Syncro's native Splashtop integration on an Asset Policy for a Mac: Add each permission below under Security & Privacy in System Preferences: Note: These security settings cannot be configured remotely; you must change them locally before you can establish a

Configure a Custom-branded Email/Mailbox

Published November 6th, 2024 by Kali Patrick

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 configu

Create a Contract

Published April 12th, 2024 by Kali Patrick

Snippet: Create a Contract A Contract is an agreement you have with your clients. Contracts can be as simpl A Contract is an agreement you have with your clients. 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 Agreem

About the Ticket Details Page

Published August 14th, 2024 by Kali Patrick

The Ticket Details page displays whenever you’re viewing a specific 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 (1). It also contains an action button bar (2), which allows you to take some popular actions on your ticket. The left sidebar (3)

Work with Ticket Worksheets

Published June 11th, 2024 by Kali Patrick

Snippet: Ticket Worksheets Ticket Worksheets are checklists you define and then use to track a set of tasks. Ticket Worksheets are checklists you define and then use to track a set of tasks. You can use Ticket Worksheets to: Help Technicians working a Ticket understand what you expect them to do, Show your clients the work you performed, Keep track

Work with 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 provides a number of default Ticket Views you might find helpful, including the Unified Technician Ticket View. See Examples of Ticket Views for mo

7 Powerful Ticket Automation Examples

Published December 8th, 2025 by Kali Patrick

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 y

From Zero to Asset Monitoring (RMM 102)

Published October 6th, 2025 by Kali Patrick

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. T

Add & Assign Users to Security Groups

Published May 6th, 2024 by Kali Patrick

Syncro Users are individuals who work in Syncro, such as a technician or other employee on your team. Syncro Users can have full or limited access to Syncro features. Full-access Syncro Users are called Global Administrators. To assign limited access to specific Syncro Users, you'll use a Security Group. The Syncro Users in a Security Group only h

Examples of Ticket Views

Published February 13th, 2026 by Kali Patrick

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 mo

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

Prepare an Invoice from Ticket Charges

Published October 4th, 2024 by Kali Patrick

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 for the work you've done to an invoice so you can get paid for that work. Note: You can keep tabs on non-billable time using Syncro's “Ticket Time By Custome

Asset Warranty Tracking

Published June 12th, 2025 by Kali Patrick

Asset Warranty Tracking automatically retrieves and displays warranty start and end dates, as well as status (active or expired), for supported hardware assets. The feature is integrated into Syncro’s asset records, enabling you to manually edit or refresh warranty data, receive customizable RMM alerts before warranties expire, and access warranty i

Work with Recurring Tickets

Published October 3rd, 2024 by Kali Patrick

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 Ce

Configure Security Groups

Published May 6th, 2024 by Kali Patrick

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 tho

Ticket Reports

Published November 17th, 2024 by Kali Patrick

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 &g

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

Work with the Syncro Mac Agent

Published December 11th, 2024 by Kali Patrick

About the Syncro Mac Agent Just like Apple, we'll ensure that our Mac Agent supports the current version and the prior three versions. See our Supported Versions document for specifics. Note: The Mac Agent launches at startup, whether a user logs in or not. Managed AV Integrations The Mac Agent supports remote installation of our Bitdefender and Web

About the Ticket Communications Section

Published November 8th, 2024 by Kali Patrick

The Ticket Communications section is one part of a Ticket Details page where you'll spend a lot of time. It has many features that help you communicate both with your end users and others on your team. This document provides an overview of the Ticket Communications section and describes how to use its features. Read on, or watch this short video to

High-Efficiency Helpdesk Examples

Published November 13th, 2025 by Kali Patrick

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 t

Install and Deploy the Syncro RMM Agent

Published April 18th, 2024 by Kali Patrick

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 s

Migrate Assets From Another RMM

Published August 12th, 2024 by Kali Patrick

No matter which RMM you've previously used, Syncro's migration tools will help you get up and running in our system efficiently. We provide several different importers and scripts to help you migrate your assets from other RMMs. This document describes the various ways you can move into Syncro and make it your home for all things RMM. Note: If you

Force Office C2R Versions to Update

Published January 20th, 2025 by Kali Patrick

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

Ticket Efficiency by Customer 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. You can use this report to understand which of your customers: Require additional training on new technologies Have an abundance of aging technology with no third-party support available, causing an

Specify Labor Type Time Requirements

Published July 18th, 2024 by Kali Patrick

Syncro's Minimum Ticket Charges feature allows you to set a minimum time entry and incremental value per Labor Type, and thereby specify your own labor time requirements. Your selected minimums and increments are then used in the Ticket Timer/Labor Log to automatically round the billable time so your technicians don’t have to remember the timing fo

Import Existing Organizations

Published April 4th, 2024 by Kali Patrick

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 documen

Top 10 High-Level Best Practices for Using Syncro Effectively

Published November 24th, 2025 by Kali Patrick

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

Invoice Settings Reference

Published September 13th, 2024 by Kali Patrick

Navigate to Admin > Invoices - Preferences to find all your Invoice-related settings in Syncro. This document describes what each setting does. It's divided into the following sections for easy reference: Checkbox Reference Text Field Reference IMPORTANT: After changing Invoice settings, be sure to scroll to the bottom of the page and click Sav

Splashtop Remote Printing

Published November 25th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Splashtop's Remote Printing Option is disabled by default. To enable it, follow these steps: Open the Splashtop Streamer App on the remote computer. Select “Settings” from the left navigation. In the Remote Print section, click Install Printer Driver: Open y

About Universal Billing

Published April 25th, 2025 by Kali Patrick

Syncro's Universal Billing feature allows you to automatically bill your End Users for any integration that Syncro resells (including Acronis, Ironscales, Proofpoint, Threatdown , Microsoft 365, and Cloud Backup (for 1:1 Tenant-to-Organization relationships)). This means Billing admins don't have to manually count licenses every single month, reduc

Zapier Integration

Published November 20th, 2024 by Kali Patrick

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 a

Integrating QuickBooks

Published June 10th, 2024 by Kali Patrick

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, yo

Latest Updates

Published June 27th, 2024 by Kali Patrick

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 comm

Add Billable Time to a Ticket

Published April 5th, 2024 by Kali Patrick

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 ti

Bill for Windows Updates

Published May 28th, 2025 by Kali Patrick

This document outlines how to create an Automate Remediation you can use to automatically bill for Windows updates. Step 1: Create an Event Log Policy Navigate to the Policies tab. From the Policy Modules button menu in the upper right, select “Event Log Monitoring.” Click +New Event Log Policy. Click +New Event Log Query: In the pop-up window tha

Automate a New Computer Setup

Published October 19th, 2025 by Kali Patrick

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 n

Manage Scripts

Published November 20th, 2024 by Kali Patrick

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 readabilit

Acronis Cyber Protect

Published November 4th, 2024 by Kali Patrick

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 o

Manually Initiate a Backup

Published August 7th, 2025 by Kali Patrick

Any Syncro User with appropriate security permissions can perform manual backups for Microsoft 365 and Entra ID data directly within Syncro. Whenever you onboard a new customer, this automatically initiates their first backup. From that point forward, backups will automatically occur twice daily. (The specific time may vary to spread load.) Howeve

Use the Repair Widget

Published October 11th, 2024 by Kali Patrick

The Repair Widget is a Syncro feature you can use to collect information about customer devices or equipment requiring repairs. For example, you can capture the make and/or models of phones, tablets, computers, etc. The information to be captured in a Repair Widget is shown in a step-by-step form you can display in your store (e.g., on a kiosk or ta

Create Labor Rates

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 select a default labor rate for a specific User, which will automatically appear whenever the user creates a Ticket Timer or updates entries in the Labor Log/Ticket Timer. See “Default Labor Product” in User

Bulk Update Organizations

Published December 9th, 2024 by Kali Patrick

When you support several hundred or even thousands of organizations, it can be tedious to edit each Organization and make the same change over and over. Fortunately, Syncro provides a bulk update feature so you can quickly update your Organizations in just a few clicks. The bulk update feature allows you to take many common actions for selected Or

Google Calendar Integration

Published November 25th, 2024 by Kali Patrick

When you use the Syncro-Google calendar integration: Syncro appointments are displayed in your Google calendar. Updates or deletions to your Syncro appointments syncs with your Google calendar. New Google appointments display in Syncro. Deleted Google appointments are deleted in Syncro. Note: This integration is a two-way sync. Syncing to Google Cal

About the Sales Tax Syncro Collects

Published December 12th, 2024 by Kali Patrick

Taxed States Syncro is required to collect sales tax in the following states: Arizona Connecticut Iowa Kentucky Louisiana Massachusetts Maryland New York Ohio Pennsylvania South Carolina Tennessee Texas Utah Washington West Virginia Your sales tax rate is determined by your billing zip code. Not all states require us to collect sales tax. If your s

Work With Child Tickets

Published November 13th, 2025 by Kali Patrick

The Child Tickets section provides those acting as Project Managers with a consolidated, at-a-glance view of all child tickets directly within the parent, transforming project oversight by delivering immediate, actionable insights. You'll be able to: View the status and assigned Technician for all child tickets, eliminating time-consuming, manual ch

Organization Settings Reference

Published September 27th, 2024 by Kali Patrick

The table below summarizes how the various Organization settings impact the behavior of Syncro. You'll find these settings in Admin > Customers - Preferences. 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. Field Name Description Defaults/Notes Turn on

ConnectWise Importer

Published November 13th, 2024 by Kali Patrick

The ConnectWise Importer uses the ConnectWise API to bring your data over from ConnectWise to Syncro as historical data, and you will be able to view that information in your Syncro account. The ConnectWise importer will import the following: Customers: (Companies) Business Name, Email, Phone Sub Contacts: Name, Address Tickets: Summary, Number, Dat

Tech Utilization Report

Published October 13th, 2024 by Kali Patrick

Syncro's Tech Utilization Report helps you understand where your techs are spending their time so you can help coach and grow your team. While Syncro is able to track many forms of time, this report focuses on actual Billable and Non-Billable Time for its calculations. Run the Report Navigate to the Reports tab/module. The Syncro Reporting page dis

Notify Organizations 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 Organizations 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 wit

Prevent Creating Organizations from Leads

Published November 22nd, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. When you have the Leads module enabled, it functions like an email inbox and you can have it create tickets when people email you. If you do not want it to add unknown Organizations automatically when they email you, there are a couple of settings for this. Not

Restore Entra ID Devices

Published August 18th, 2025 by Kali Patrick

To restore Devices from an Entra ID backup, follow the steps described in this document. Tip: Before performing a restore, you may want to see a Device's attributes. 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 Device Attributes & Restore Specif

WooCommerce Integration

Published December 20th, 2024 by Kali Patrick

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. Add photos to your inventory and choose which categories to keep in sync with your WooCommerce store. Requirements Working and web-accessible WooCommerce v2.6 +. We recommend v3.0 or higher. Note: Curre