Syncro Documentation Center

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 customer credit), and split payments across multiple invoices. You can even apply funds to multiple customer invoices from a single screen. Prerequisites Before you can pay an invoice, you must define your availab

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

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

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

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

About Report Time Periods

Published June 25th, 2024 by Kali Patrick

Many Syncro Reports have a Period dropdown menu, where you can select the timeframe for which you want to pull data: This table illustrates the behavior of the Period dropdown menu, using 2022-05-17 (May 17, 2022, a Tuesday) as Today's date: Period What It Means Example All Today’s date, 2012 to Today’s date, next year. 2012-05-17 to 2023-05-17 Cust

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

Email Marketing Using Mailer

Published January 6th, 2025 by Kali Patrick

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

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 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

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

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

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

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

Syncro Subscriptions & Billing

Published December 12th, 2024 by Kali Patrick

Billing Cycles & Terms Note: “Billing cycle” and “billing term” may be used interchangeably. Syncro offers monthly or annual subscription plans. Our subscription plans will automatically renew at the end of the billing cycle unless we are contacted and requested to stop the automatic renewal. Your subscription billing cycle starts when you crea

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

Link Related Tickets as Parents/Children

Published May 20th, 2024 by Kali Patrick

Syncro has a feature that allows you to link related tickets to a parent ticket for better organization and management. For example, you can use parent and child tickets to can break down larger bodies of work into smaller tasks. Parent tickets can have an unlimited number of child tickets. However, child tickets can only be linked to one parent ti

AI Ticket Classifications Reference

Published August 2nd, 2024 by Kali Patrick

Syncro uses AI to place your Tickets into the following classifications. For certain classifications, guided resolution steps are also available. Syncro will continue to add to this list over time. Classification/Category Name AI-Guided Resolution? Account: General Account Tickets Account: Change Account Permissions Account: Login Help Acco

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

Configure Tax Rates

Published May 6th, 2024 by Kali Patrick

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

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 also provides a number of default Ticket Views you might find helpful. All Ticket Views display with the Ticket Views Health Metrics mini-dashboard

Ways to Use Ticket Worksheets

Published June 21st, 2024 by Kali Patrick

Ticket Worksheets are checklists for repairs or other services that you can create for your technicians to follow. You can create Ticket Worksheet templates, or create ad-hoc worksheets to attach to your Tickets. See Create a Ticket Worksheet for instructions. You'll use Ticket Worksheets with individual Tickets in the WORKSHEETS section of that Ti

Customer Fields Reference

Published April 4th, 2024 by Kali Patrick

A Customer is the top-level entity representing the name of your client and/or their business. The table below describes the fields you'll find in the CUSTOMER SETTINGS section of the Create a New Customer page. (The fields in the BASIC INFO section at the top should be self-explanatory. Please note this table also does/can not cover any Custom Fie

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

Bulk Assign Policies

Published July 8th, 2024 by Kali Patrick

When you have several hundred, or even thousands of customers, it can be tedious to go into each Customer and set their top-level policy. Fortunately, Syncro provides a bulk assignment feature so you can quickly set up policies for any Customers who don't yet have one. You can also use this bulk assignment to set up a top-level policy across all you

Technician Efficiency Report

Published August 30th, 2024 by Kali Patrick

The “Ticket Efficiency by Technician Report” is one of two Syncro reports designed to expose the strengths and weaknesses in your business' efficiency and profitability. You can use this report to understand how well your technicians are performing (or not) across each of your ticket types. Generate the Report To generate this report, follow these s

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: 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. Note: The recommended Type (i.e., way to bill on a Recurring Invoice) is by Policy Fold

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

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

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

Template Tags Reference

Published December 3rd, 2024 by Kali Patrick

Template Tags are placeholders you can use within Email/PDF 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. Note: In Syncro, Template Tags are listed alphabetically. This document provides brief descriptions of each

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 You are able to update your payment information within Syncro. Navigat

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

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

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. 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. Scroll to the PRODUCT PHOTOS section. Click Upload Photos. Drag and drop one or mor

Add & Assign Users to Security Groups

Published May 6th, 2024 by Kali Patrick

Users are individuals who work in Syncro, such as a technician or other employee on your team. Users can have full or limited access to Syncro features. Full-access Users are called Global Administrators. To assign limited access to specific Users, you use a Security Group. Users in a security group only have permissions/access to what you specify

Configure Security Groups

Published May 6th, 2024 by Kali Patrick

Syncro lets you specify granular permissions for Users who are not global administrators. These permissions define what Users can view, create, edit, and delete at an individual or group level. Note: Global Admins cannot have security permissions imposed on them; they always have full access. All Global Admins can also delete other Users (including

Work with Guided Ticket Resolution

Published June 13th, 2024 by Kali Patrick

Syncro's Guided Ticket Resolution feature is designed to revolutionize how you manage your tickets and streamline your ticketing processes. Syncro uses AI to generate ticket classification(s) and match those classifications with human-curated resolutions, which are rooted in best practices. You have always the option to modify those classifications

Troubleshooting Splashtop

Published November 25th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. If you run into problems with Splashtop, here are some things that might help. Allowlisting Instructions If Splashtop is not installing after being applied to the policy and you don't see any errors, it's likely being blocked by an AV or Firewall. Run this tool

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

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

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

Syncro Glossary

Published May 9th, 2024 by Kali Patrick

This document contains definitions for terms you may come across in Syncro and in other documentation related to Syncro. In documentation, glossary terms display in italic font. A Actions – one or more things Syncro does when Conditions for an automation are met. Agent Contact Forms – forms your customers can use to contact you, directly from the

Proofpoint Integration

Published November 13th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Proofpoint Essentials delivers a cost-effective and easy-to-manage cybersecurity solution specifically designed for small and medium-sized businesses (SMBs). About Proofpoint Advanced Email Security Proofpoint Essentials uses the same AI-powered detection techn

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

Customer Efficiency Report

Published August 29th, 2024 by Kali Patrick

The “Ticket Efficiency by Customer Report” is one of two Syncro reports designed to expose the strengths and weaknesses in your business' efficiency. For example, you can use this report to identify which Customers are taking up the most of your technicians' time on tickets, thereby identifying them as less efficient and profitable than customers w

Canned Responses

Published October 2nd, 2024 by Kali Patrick

Out of the box, Syncro provides a number canned responses technicians can select when communicating inside a Ticket . A canned response is reusable language that helps you quickly answer questions, give out information or instructions, and reply to other messages you might commonly receive. Using canned responses also helps ensure your technicians

Set Business Hours

Published May 13th, 2024 by Kali Patrick

The Business Hours page allows you specify when your business is regularly open/closed, and when you might be closed due to Holidays. Business Hours can apply to: Service Level Agreements (SLAs) Ticket Auto Responses Appointment Bookings Ticket Automations Automations for Alerts (Automated Remediations) To set your business hours, follow these step

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. To set up your Tickets to use Syncro's Non-Billable Labor feature, follow these ste

One-Time Use Inventory 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

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

About the Syncro Mobile App

Published July 15th, 2024 by Kali Patrick

Taking Syncro on the go? With ticket management, remote access, and customer communications built in, the new Syncro Mobile app gives technicians everything they can’t live without while in the field. Download the Syncro Mobile App now: Supported Versions The new Syncro Mobile app works with the latest iOS and Android versions, plus one back. It may

Automatically Create Tickets from Inbound Emails

Published June 17th, 2024 by Kali Patrick

Syncro can automatically create Tickets from inbound emails whenever the sender's email address matches an existing Customer (or a Contact of the Customer). This document summarizes what you need to do to automatically convert inbound emails into Tickets. Enable Leads Syncro's Leads module functions as an inbox, where all incoming emails and web fo

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

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

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

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

About Ticket Automation Types & When They Run

Published August 29th, 2024 by Kali Patrick

Syncro currently provides a total of seven (7) ticket automation types: 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 c

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. IMPORTANT: After changing Ticket settings, be sure to scroll to the bottom of the page and click Save. About the Opt-Ins At the very top of the Ticket Settings page are opt-ins for beta features. They loo

Security Permissions Reference

Published October 6th, 2024 by Kali Patrick

Various areas of Syncro are controlled by what users have permissions for; this includes what they can see and what actions they can perform. Permissions are defined for users as part of their belonging in a security group. Security Groups are available under Admin > Syncro Administration - Security Groups. Whenever you click +New Group or Edit

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

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 for these notifications. If you want to change the email

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

Configure Outbound Email Categories

Published November 8th, 2024 by Kali Patrick

Syncro's Multiple Outbound Email addresses feature allows you to send billing and marketing emails from their own dedicated email addresses, while preserving an email address for support. For example, you can use an outbound “support@” email for tickets and a “billing@” email address for your billing communications. This helps ensure communications

Manually Create a Ticket

Published April 4th, 2024 by Kali Patrick

A Ticket is a record containing details about a Customer/Contact's need for services. As such, a Ticket is always connected to the person making the request. There are multiple ways to create tickets automatically, including from inbound emails and from the system tray, and you can create tickets manually in Syncro too. Depending on your internal p

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

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

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

Import or Export Existing Contacts

Published April 4th, 2024 by Kali Patrick

A Contact is a specific person at the business (Customer) you are supporting. You can import a list of existing contacts, or manually create new contacts. You can also export contacts from Syncro into a CSV file for other purposes, including a mass update of customer data. Prerequisites Check these prerequisites to ensure a smooth import experience

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.

Notification Events Reference

Published May 7th, 2024 by Kali Patrick

This table describes the events available for your Syncro notifications: Event Description API Token Notifications about tokens created using the Syncro API (under Admin > API - API Tokens): A new API Token was created An API Token was changed Admin Notifications about using the US Postal Snail Mail integration to manually send Invoices, and/or u

About 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

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

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

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

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

About the Asset Details Page

Published January 19th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. The Asset Details page displays whenever you’re viewing an Asset. This document provides a high-level overview of what you’ll find on the various subtabs of an Asset's Details page. Note: The information and options Syncro displays on an Asset's Details page

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

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 Customer, or even a Contact. If you've created an inbound mailbox for your Syncro account, you can enable a setting that automatically creates Tickets and assigns them to a specific User. (See Automatically Create Tickets from Inbound Emails for more information.) You can then

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

Hudu Integration

Published November 11th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Grabs Customer, Contact, and Asset info and brings them in to Hudu. Create Hudu API Token You will need to create a Hudu API token. Navigate to Admin > API - API Tokens (at the bottom). In the upper right, click New Token. To the right of Hudu , click Crea

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

Use Ticket Workflows

Published June 11th, 2024 by Kali Patrick

Ticket Workflows is a Syncro feature that allows you to specify and save different entry forms that Techs can use when they create Customers, Tickets, and other things in Syncro, all on a single page. Note: These forms are different from the entry forms in the Customer Portal, which can still be used by your customers. With Ticket Workflows you ca

End User Remote Access to Assets

Published November 29th, 2024 by Kali Patrick

Syncro users can remotely access assets via Splashtop. You can give your end users the same kind of remote access through their Customer Portal. If you want, you can also bill those who are using this remote access feature. Prerequisites The following requirements must be met: A Portal User is enabled for the Customer/Contact, An Email Address used

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

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

About Policy Inheritance

Published June 20th, 2024 by Kali Patrick

A policy is a collection of checks and monitors you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. Once you create your policies, you can assign them to assets both directly and indirectly through fol

Work with Masked Credentials

Published January 10th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Masked credentials are a way to securely store login credentials, but also make them easy to access without requiring a long password to be entered. Credentials can be saved under a Customer, Contact, or a document in the Documentation Center. These credentials

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 an Appointment

Published July 26th, 2024 by Kali Patrick

Syncro provides you and your techs numerous opportunities to schedule appointments to meet with customers. If you set up a calendar integration, those appointments can also automatically sync between Syncro and Outlook/Office 365 or Google Calendar. Read on, or watch this short video to learn more: Your browser does not support HTML5 video. Prerequ

Work with Leads

Published November 21st, 2024 by Kali Patrick

A Lead is created for every inbound email received in Syncro. It works as follows: Existing Contacts or Email Rules: If the email address matches an existing Contact or a defined Email Rule, the Lead is automatically marked as "Won," and a Ticket is created from the Lead. Mailbox Settings: If your inbound Mailbox is set to “Never Create Tickets” or

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. The Password Vault is a secure place inside Syncro where you can store your important data such as credentials, passwords, or other sensitive info. Enabling the Password Vault will create a new Ticket C

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

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

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

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

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

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

Create a Product or Service

Published May 7th, 2024 by Kali Patrick

Products are generally physical items like cables, monitors, etc. Products may also refer to software products you license through a vendor and offer to your customers. Services are often regarded as labor, or other activities or contracts you offer your customers. You can add to your inventory of products and services in Syncro manually or via an i

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

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)”

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

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

Customize PDF Templates

Published May 6th, 2024 by Kali Patrick

In Syncro, Templates serve as starting points for the look and feel of PDFs and email communications that are sent to your customers. Templates save you time because you can specify what your Emails, Estimates, Invoices, and other communications look like once, and make global changes if necessary. You can make changes to Syncro's default templates

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

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

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

Import Products & Services

Published May 7th, 2024 by Kali Patrick

When you first start using Syncro, or have many edits or additions to make to your inventory, it's best to export your inventory to a CSV file, make the changes in Excel (or another spreadsheet program), and then import the file into Syncro. Use the Products.csv Template To import your products and/or services into Syncro, follow these steps: Naviga

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

Third-Party Patch Management

Published July 18th, 2024 by Kali Patrick

Use the Third-Party Patch Management policy module in Syncro's Policy Builder to set how Third-Party updates are managed and installed. You can install or update third-party applications on their own, or as a component of the policy for the installed agent. You can also specify whether or not Syncro manages third-party application updates based on a

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

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. Legacy Version The Tickets page cont

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 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 state is no

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

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

Configure IP Restrictions

Published May 17th, 2024 by Kali Patrick

You configure IP restrictions by listing which specific IP addresses are allowed to access your Syncro site. This IP Allow List or whitelist applies to all Users and API calls, including integrations. Note: Syncro recommends enabling the IP Allow List for both Users and APIs. Create Your IP Allow List Navigate to Admin > Employees - IP Allow Lis

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

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

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. Note: Adding OIDs is optional, but without them you can only monitor the online/offline status of an asset. This document covers how

About the Customer Portal

Published September 25th, 2024 by Kali Patrick

Syncro's Customer Portal is a user-friendly and efficient way for your customers to communicate and collaborate with you. It's an extension of the main Syncro product that provides a subset of functionality to improve your customers' overall service experience. Through the Portal, your customers can: Create, view, and update support tickets, allowin

Customer Portal Settings Reference

Published September 27th, 2024 by Kali Patrick

You can customize the Customer Portal so that it behaves and only provides your customers with the features you want. This document describes all the settings you can change for your Customer Portal. Portal Settings To view and/or change these settings, navigate to Admin > Customers - Preferences, then check/uncheck any of the following boxes: S

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

IT Glue Integration

Published November 4th, 2024 by Kali Patrick

What It Does 1. Automatically adds a new Asset from Syncro to the IT Glue view 2. Syncs Asset name/properties from Syncro to IT Glue (attachments, custom fields, and other information not included) 3. Adds a link on the Asset's Overview in Syncro to view the instance in IT Glue 4. If you delete an Asset from Syncro, the instance in IT Glue will rema

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

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

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

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: Your browser does not support HTML5 video. Notes: You can't start more than one chat from the same asset. Emoji's and line breaks are not currently supported in

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

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

Work with Agent Contact Forms

Published July 18th, 2024 by Kali Patrick

Agent Contact Forms are forms your customers can use to contact you, directly from the system tray. They are one of the many Policy Modules available in Syncro. You can use Agent Contact Forms to create more automation within your business, and make communication with your customers easier. You can create different forms for specific scenarios appl

Create a Ticket From the System Tray

Published June 18th, 2024 by Kali Patrick

The power of Syncro's Agent Contact Forms feature is evident in the Ticket automation aspect. When a customer submits the form, Syncro can automatically generate a Ticket in your account. Depending on the Ticket settings you chose to enable within the Contact Form Policy, you can then trigger Ticket Automations based on the Ticket issue type or var

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

Discover Assets on Your Networks

Published January 16th, 2025 by Kali Patrick

Note: The Network Discovery feature is currently in EA (Early Access). Click here to participate. With Syncro's Network Discovery feature, you can quickly locate active devices on networks where Syncro agents are already operating. Notes: This feature is available to those on Syncro's Team Plan. No additional installation is required to use it. S

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

Work with Ticket Automations

Published April 4th, 2024 by Kali Patrick

You can use Ticket Automations in Syncro to create robust helpdesk automations that automatically evaluate meaningful state changes to tickets, then apply updates in real-time over the lifetime of a ticket. In ticket automations, actions you specify are automatically performed when certain conditions are met. You can add as many conditions and actio

About the Customers Tab/Page

Published April 4th, 2024 by Kali Patrick

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

Acronis Cyber Protect

Published November 4th, 2024 by Kali Patrick

Syncro has made the full suite of Acronis Cyber Protect line of products available to you without the hassle of contracts, financial commitments, or minimums to meet. For a full breakdown of available SKUs, pricing, and pricing tiers, refer to the Acronis Cyber Protect Feature Guide . Notes: Acronis provides direct support for all issues. See the A

Assign a Policy

Published April 15th, 2024 by Kali Patrick

A policy is a collection of settings you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to set preferences, customize upgrades, or change settings for existing assets in bulk. You can read on, or watch this short video to learn more: Once you have created a policy, follow the

Inventory Settings Reference

Published December 1st, 2024 by Kali Patrick

Navigate to Admin > Inventory - Preferences to find all your Inventory-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 items. (See a

Update Your Syncro Account

Published May 13th, 2024 by Kali Patrick

Your Syncro Account contains your business profile information. By default, the information that shows here (and externally to your customers) matches what you entered when you first created your account. However, you can edit the information and add in more details, such as your business logo and brand color. Set Up Your Account Profile To update

Work in Syncro's Policy Builder

Published July 11th, 2024 by Kali Patrick

Syncro's Policy Builder helps you quickly locate our ever growing number of policy items. It also helps you see exactly what is enabled on the policy without having to sift through what isn’t. Best of all, the Policy Builder allows you to explicitly override policy items, meaning you can have a policy that disables something that was otherwise enabl

Customize & Assign Notifications

Published May 6th, 2024 by Kali Patrick

Notification Sets allow you to customize what notifications you want, which Users you want to receive them, and the method of notifying you and/or those selected users. For example, your technicians do not need notifications for any estimates, invoicing, or payments. However, they may need notifications for RMM alerts and appointments with Customer

Create Automations 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

Create a Contact

Published April 4th, 2024 by Kali Patrick

A Contact represents a specific person who is part of the business (Customer) you support. You can import a list of existing contacts, or manually create new contacts. You can read on, or watch this short video to learn more: To manually create a new Contact, follow these steps: Navigate to your Customer’s Details Page, then select the Contacts sub

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

Create a Policy

Published April 15th, 2024 by Kali Patrick

A policy is a collection of checks and monitors you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. You can read on, or watch this short video to learn more: To create a new policy, follow these steps:

About the Policies Tab/Page

Published April 15th, 2024 by Kali Patrick

A policy is a collection of checks and monitors you create and apply to assets. Policies reflect your Standard Operating Procedures (SOPs). For example, you can use a policy to configure Windows updates, monitor the event log, and schedule scripts. Having policies also makes adding new assets easy: specify your settings once, then apply the policy

Create a Customer

Published March 29th, 2024 by Kali Patrick

A Customer is the top-level entity representing the name of your client and/or their business. You can import a list of existing customers, or manually create new customers. Note: The email address you associate with a Customer during the creation process becomes their unique identifier within Syncro. You can read on, or watch this short video to l

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

Create a Recurring Ticket

Published October 3rd, 2024 by Kali Patrick

Recurring tickets allow you to automatically generate Tickets on a schedule you specify. Note: Recurring tickets run at 5 a.m. PST each day, or 6 a.m. PT during daylight savings. Prerequisites The "Enable Recurring Tickets" box in your Ticket Settings must be checked to use this feature. Use the Recurring Tickets Page To create a new recurring ticke

Create Custom Fields

Published April 18th, 2024 by Kali Patrick

Custom fields are fields you create to capture information that’s specific to your customers and business. They can help you identify and/or track the unique information that’s most important to you. Syncro allows you to create custom fields for Assets, Contacts, Customers, and Tickets. You will also create custom Types to help you organize custom f

About the Ticket Details Page

Published August 14th, 2024 by Kali Patrick

The Ticket Details page displays whenever you’re viewing a Ticket. This document provides a high-level overview of what you’ll find on a Ticket's Details page: The header bar at the top identifies the ticket by number and Subject (1). It also contains an action button bar (2), which allows you to take some popular actions on your ticket. The left

Create a Ticket Worksheet

Published June 11th, 2024 by Kali Patrick

Ticket Worksheets are checklists for repairs or other services that you can create for your technicians to follow. You can also use Ticket Worksheets to: Show your customers the work you performed on their device, or Keep track of where you are in a longer process toward resolution of a Ticket. You can read on, or watch this short video to learn mor

Install a Syncro Agent on a Device

Published April 18th, 2024 by Kali Patrick

Syncro's Remote Monitoring and Management (RMM) features help you easily monitor and manage all of your Customers' devices. This document describes ways you can download and install a Syncro Agent on your Customers' devices. Each Syncro-managed device is a deployed endpoint, or asset in your RMM environment for that Customer. You can read on, or wa

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

Supported Versions

Published June 25th, 2024 by Kali Patrick

Agent Versions Syncro Windows Agent 1.0.187.17225 - last updated 2/17/2025 Syncro Mac Agent: 1.14.577 - last updated 7/10/2024 General System Requirements The following are the minimum specification requirements for installing the Syncro agent on a device: CPU: 1GHz or faster 32-bit (x86) or 64-bit (x64) processor RAM: 1GB Memory HDD: Must have 1GB

Uninstall Syncro Agents

Published June 26th, 2024 by Kali Patrick

You uninstall a Syncro Agent by deleting the Asset. This will queue up a full uninstall on the device upon its next sync or reboot. Uninstall the Syncro Windows Agent In Windows, you can uninstall Syncro just like you would uninstall any other program. Open the Control Panel on the device and select “Add/Remove Programs” to uninstall the Syncro Wind

Latest Updates

Published June 27th, 2024 by Kali Patrick

Since the feature release on February 12, here are some things we've updated in Syncro: Spam Message Logging and Notifications Communications sent from Syncro users to their customers through the Syncro product are processed by third party communication providers. For example, SMS messages sent from Syncro partners not using their own SMS provider

Remotely Access a Machine via Splashtop

Published April 24th, 2024 by Kali Patrick

Splashtop is the built-in remote access tool you can use with Syncro. When enabled on a Policy, Splashtop is automatically deployed on Syncro Assets. 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 Co

About the Customer Details Page

Published April 4th, 2024 by Kali Patrick

The Customer Details page displays whenever you’re viewing a Customer. This document provides a high-level overview of what you’ll find on the Overview subtab of a Customer’s Details page. See also About the Assets & Policies Subtab . (Information about other subtabs is coming soon!) The Header Bar The header bar at the top displays: Your Cust

Import or Export Existing Customers

Published April 4th, 2024 by Kali Patrick

A Customer is the top-level entity representing the name of your client and/or their business. You can import a list of existing customers, or manually create new customers. You can import your customers into Syncro from a CSV file, or from an accounting software such as QuickBooks or Xero. We strongly recommend importing your customers this way if

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

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

Bitdefender GravityZone Integration

Published November 15th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. With the Bitdefender GravityZone integration you can: Get a portal account to Bitdefender GravityZone. (Syncro Managed Bitdefender accounts are only supported in North America. International users need to sign up for a North American Bitdefender account.) Enabl

About the Assets & Policies Subtab

Published July 8th, 2024 by Kali Patrick

The Assets & Policies subtab is where you can create a folder structure to organize your Customer's assets, and assign policies that can be inherited through that structure. See also About Policy Inheritance . To navigate to it, follow these steps: Select the Customers tab/module, then click the hyperlinked name of a Customer. Syncro displays th

Work with Portal Users & Permission Groups

Published October 13th, 2024 by Kali Patrick

A Portal User refers to a Customer (or Contact associated with a Customer), 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. Create Portal Users There are three ways to create individual Portal Users, described below. (You can also Bulk Manage Port

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

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

User Fields Reference

Published May 16th, 2024 by Kali Patrick

Users are individuals who work in Syncro, such as a technician or other employee on your team. The table below describes the fields you encounter when creating or editing Users. Note: Template tags are listed for fields that can be included on templates, such as Tickets and Invoices. Field Description Full Name The User's full name as it will appea

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

Syncro Account User Billing

Published December 12th, 2024 by Kali Patrick

You can add or “enable” users at any time during your billing cycle. When you add a new user to your account, you will be billed for the user immediately. You will be billed a prorated amount depending on how far into your billing cycle you are. New users will always be on the same subscription term the rest of the account is on— annual or monthly .

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

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 a Customer has a credit balance, you'll see it in several places: On the left side of their Customer Details Page, in the Overview subtab/section: And in the Payments section to the right of that: You'll also find it in the Customer Settings section when

Best Practices for Creating Customers

Published April 4th, 2024 by Kali Patrick

A Customer is the top-level entity representing the name of your client and/or their business. In Syncro, all Tickets, Invoices, and Assets are tied to a Customer. The Customer is also a primary filter for reports. This document contains information and best practices to help you set up your Customers. First/Last vs. Business Name Syncro recommend

Bulk Update Customers

Published December 9th, 2024 by Kali Patrick

When you have several hundred, or even thousands of customers, it can be tedious to edit each Customer and make the same change over and over. Fortunately, Syncro provides a bulk updating feature so you can quickly update your Customers with fewer steps. Note: The bulk update feature allows you to take many common actions for selected Customer rec

Edit an Asset

Published January 19th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. To edit an existing Asset, follow these steps: Navigate to the Assets & RMM tab/module. From the table, click the hyperlinked Name of the asset you want to edit. Syncro displays that Asset's Details page : From the actions button bar in the upper right, cl

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

Ticket Tags Reference

Published October 25th, 2024 by Kali Patrick

This document lists each of Syncro's available Ticket Tags. Ticket Timer Tags Note: Calendar dates display in a fixed format, unaffected by regional settings. {{ticket_timer_notes}} Notes on the timer entry. {{ticket_timer_tech}} Assigned Tech for the timer entry. {{ticket_timer_date_and_times}} Start Date (as Month-day) and time range for an entry

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

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

Customer CSV File Columns Reference

Published December 9th, 2024 by Kali Patrick

The columns you'll see in a CSV file when importing/exporting Customers are as follows: id: The unique ID Syncro assigned to that customer. We strongly recommend you do NOT modify this. firstname: The customer's first name. lastname: The customer's last name. email: The customer's email address. address: The main address for the customer. address_2:

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

BitDefender Settings in GravityZone

Published November 15th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. When you integrate BitDefender with Syncro, the Syncro policies will inherit the default policy in GravityZone (for BitDitdefender). By default, most modules are enabled and in some cases, you may want to add or remove modules to the default policy. This docume

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

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

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

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

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

Tech Utilization Report

Published October 13th, 2024 by Kali Patrick

Note: The Tech Utilization Report is currently in EA (Early Access). Click here to participate. 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

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

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. Legacy Version Tip: Click the caret in the upper right corner to collapse the panel if desired. Bet

Work with 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

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

Access the Customer Portal

Published September 23rd, 2024 by Kali Patrick

There are four ways your customers (end-users) can access the Portal. Portal Links Inside Emails There is a link at the bottom of various Syncro emails by default that customers can click to sign into the Portal. For example: The highlighted line is included using the {{online_profile_url}} Template Tag in the following Email Templates: Credit Card

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

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

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

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

Syncro Exceptions and Allowlists

Published November 21st, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. This is the current list of domains you will want to consider allowlisting to ensure your Syncro agents are able to communicate properly: app.kabuto.io *.syncromsp.com *.syncroapi.com *.kabutoservices.com ld.aurelius.host attachments.servably.com If you are us

Edit a Policy

Published July 8th, 2024 by Kali Patrick

Even after you've set up your policies, you can easily edit them so that any assets assigned to a policy (either directly or through policy inheritance) automatically change their settings to match. To edit an existing policy, follow these steps: Navigate to the Policies tab/module. The Policies table displays your existing policies. Click the hype

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

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

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

Enable or Disable the Customer Portal

Published September 23rd, 2024 by Kali Patrick

Syncro's Customer Portal is an extension of the main Syncro product that provides a subset of functionality to improve your user's overall service experience. In their Portal, your Customers/Contacts can do things like submit tickets, see the status of their requests, and communicate back and forth with you. Depending on how you have permissions a

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

Create a Contract

Published April 12th, 2024 by Kali Patrick

A Contract is an agreement you have with your Customers. Contracts can be as simple as defining a start/end date for an antivirus subscription, or as complex as a managed service contract with defined product discounts and Service Level Agreements (SLAs). In Syncro, the Contract Manager is the digital place to specify and store all your Customer co

Troubleshooting Your QuickBooks Integration

Published November 24th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Failed Invoice/Payment If an Invoice/payment fails, you should see a red error appear on the Invoice or payment page with a message. This will often describe the error and give you first steps on what to look for. We have a document for QuickBooks API Errors .

Troubleshooting Your Xero Integration

Published July 16th, 2024 by Kali Patrick

If your error isn't listed, please Contact Support for assistance. You can also email help@syncromsp.com with the invoice number and a screenshot. Common Errors The table below describes common Xero integration errors and how to correct them. Issue/Error Possible Solutions Payments aren't being exported. Customer Reference Error: The Contact Name al

Add Multiple Tickets to a Single Invoice

Published January 10th, 2025 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. If you've done a lot of work for a customer in a given month, you may only want to send a single invoice. Syncro allows you to easily and quickly add multiple ticket charges to a single invoice to make billing easy. You can do that by either creating an invoice

Feature Matrix: Windows vs. Mac Agent

Published December 11th, 2024 by Kali Patrick

Feature Windows Mac Agent Native Checks - Blue Screen √ N/A Native Checks - Antivirus Installed √ √ Native Checks - Application Crashes √ N/A Native Checks - SMART Failure √ √ Native Checks - Low Disk Space √ √ Native Checks - Firewall Enabled √ √ Native Checks - HDD Fragmentation √ √ Native Checks - Device Manager Issues √ N/A Event Log Monitoring

Contact Customers with Missing Antivirus

Published August 7th, 2024 by Kali Patrick

One of Syncro's goals is to help you make more money. One way to do this is to use a Saved Asset Search to see all assets without an antivirus (AV), then contact those Customers to tell them the benefits of adding an AV subscription—to protect them against threats in real-time without user intervention, allowing them to blissfully work away without

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. Overview The Ticket Communications sec

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

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

Disable Sending Email to a Customer

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 prevent Syncro from sending emails to a specific Customer (including all Contacts belonging to that Customer), you can. Follow these steps: Navigate to the Customers tab/module. Click the Customer's name to open their Details Page. In the upper r

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

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

Work with Service Level Agreements (SLAs)

Published May 6th, 2024 by Kali Patrick

A Service Level Agreement (SLA) allows you to define and manage your commitment to your customers. You can use SLAs to specify things like: How long a ticket is can go without a response How long before a ticket must be resolved Who the ticket should start with Who the ticket should be escalated to if the SLAs are breached SLAs do not automatically

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

AI Sentiment Analysis

Published September 4th, 2024 by Kali Patrick

Syncro's AI Sentiment Analysis feature adds a score to your tickets to reflect the sentiment (positive, neutral, or negative) of communications your customers send. This can help you understand what (and who) makes your customers happy. For negative sentiments, you can also create Ticket Automations that alert people to problem areas. Notes: This f

About Xero Sync Settings

Published July 16th, 2024 by Kali Patrick

What Data Syncs After setting up Syncro's Xero integration, your Syncro and Xero accounts are connected. These two systems will sync information as follows: New Customers and updates to existing customers, Your inventory list (i.e., your Products and services), Invoices and payments on those invoices, Purchase Orders (POs) from Syncro to Xero, and

Manually Create an Asset

Published August 7th, 2024 by Kali Patrick

When you can't install the Syncro Agent on an Asset (e.g., for printers, monitors, phones, Linux servers, network switches, etc.) but you want to track it in Syncro, you can create an asset manually. To do so, follow these steps: Navigate to the Assets & RMM tab. Click +New Asset. Syncro displays New Asset/Create an RMM Agent page: Click +Cre

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

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. Create a Reminder To create a new Open Invoice Reminder, follow these steps: Navigate to Admin > Invoices - Open Invoice Reminders: Syncro displays the Open Invoice Reminder Messages page: In the upper right, click +N

Billing for Your Policies

Published July 8th, 2024 by Kali Patrick

Syncro makes it really easy to "set it and forget it" when it comes to billing for your policies with our recurring billing system. When you add a line item to the recurring invoice, you'll make some policy-related selections: Click the Recurring Type dropdown menu and select Policy Folder: In the Name field, enter the Products & Services item

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

Pax8 Integration

Published November 13th, 2024 by Kali Patrick

Note: This document has been imported from the former KB and has not yet been verified. Pax8 is the leader in cloud distribution. As a born in the cloud company, Pax8 empowers MSPs to capitalize on the $1 trillion cloud opportunity. Through billing, provisioning, automation, industry-leading PSA integrations, and pre-and-post sales support, Pax8 s

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

Remove a Policy

Published July 9th, 2024 by Kali Patrick

In addition to being able to easily edit your policies, there may also be times when you may want to remove one. Since policies are assigned to Customers and their assets, you can remove policies in the Customer tab/module. IMPORTANT: When you remove a policy: Any assets assigned to it (either directly or through policy inheritance) automatically

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

Customer Settings Reference

Published September 27th, 2024 by Kali Patrick

The table below summarizes how the various Customer settings impact the behavior of Syncro. You'll find these settings in Admin > Customers - Preferences. Field Name Description Defaults/Notes Turn on SMS By Default Enables SMS for each Customer by default. If you check this box and do not require either a Phone number or a Mobile number, Sync

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

Contact Fields Reference

Published April 4th, 2024 by Kali Patrick

A Contact is a specific person at the business (Customer) you are supporting. The table below describes the fields available out of the box (i.e., not Custom Fields) for Contacts. Field Name Description Defaults/Notes Direct Report Contains the Business/Customer Name and other Contact names to enable reporting hierarchies. A direct report's email w

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

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

Enable Splashtop on a Mac

Published December 13th, 2024 by Kali Patrick

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 remote session. Under Ac

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 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

Notify Customers on 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 a customer after you sell them something, Send a special type of email only to customers who bought something, Send an email some time period after a customer bought something (e.g., a year), Send a thank you

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

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

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

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

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

Best Practices for Creating Contacts

Published April 4th, 2024 by Kali Patrick

A Contact is a specific person at the business (Customer) you are supporting. Adding Contacts in Syncro helps you maintain great relationships with the businesses and end users you support. You can set which types of communications each contact receives, and store unique information for each contact (using Custom Fields). About Contact Emails In Sy

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