These best practices will help you avoid common mistakes and set you up for success in Syncro. 

For Everyone

• You must provide a Name for an Organization. This (Business Name) is the only required field.
• Although it's possible to enter information for an individual owner/decision maker here (e.g., First/Last Name, Email, etc.), we strongly suggest that you create at least one End User for that person instead. (See also: Work with End Users.) 
  • This is because Syncro also uses the Organization's Email whenever a End User is not available for Tickets, Invoices, and/or Estimates, which can result in unwanted emails for that person.  
  • However, if you expect to use tools that do mapping (like CSV imports) or use the QuickBooks Online or Xero Online integrations, Syncro uses the Organization's Email (and if not found, their Phone) as their unique identifier. In these cases we strongly suggest you use a global mailbox (e.g., “info@” or “frontoffice@”) and enter a main phone. If these are not available, you may use a placeholder Email and Phone.
• The same recommendation is true for both the “Enable Portal Users” and “Enable Remote Access” checkboxes. It's best to leave these unchecked at the Organization level, and check them for individual End Users. (See also: Work with Portal Users & Permission Groups and Enable Remote Access.) Leaving these boxes unchecked does NOT disable this feature for individual End Users.
• It's a good idea to check the “SMS Service Enabled” box if you want to use text messaging. 
  Tip: The Organization setting of “Turn on SMS by Default” (under Admin > Customers - Preferences) controls this for new Organizations.
• While you're doing your initial setup, we recommend that you check the "No Email - Of Any Kind" box. You can edit or bulk update the Organization later to re-enable this. 
• When there's no Organization Email provided, the “Additional Invoice CC Email Addresses” field becomes the default email address for any Invoices so it's a good idea to enter one. If both emails are provided, this becomes a CC.
• Many people using Syncro have a single template they use across multiple Organizations. However, you may want to customize the Invoice template if you're printing and/or emailing Invoice PDFs and you want them to look different for each Organization. (See also: Customize PDF Templates.)
• If your customer is an Organization with multiple locations and you want to invoice and/or report on each location separately, you'll need to create one Organization for each location. If you're integrating with Microsoft, you can map these Organizations to one Syncro Tenant.
• Be sure to click the Custom Fields subtab when creating a new Organization so you can complete the Email Domain(s) field. This helps ensure tickets get accurately created via your mailbox(es):
  

Specifically for IT Departments

Before diving in, you’ll need to decide whether to create a single Organization or multiple Organizations based on department or location. To help you find the best fit, consider these questions:

• Standard Processes: Is every help desk ticket handled the same way? (e.g., Is a ticket in New York managed just like one in Chicago?)
• Consistent Policies: Are your policies uniform? (e.g., Do you patch Windows the same way for both Finance and Marketing?)
• Branding: Does your company exist under more than one brand? (e.g., multiple car dealerships, mergers and acquisitions, etc.)
• Ticketing Experience: Should the support process look and feel the same for everyone, regardless of their department or location?

If everything across your company works the same way, a single Organization will likely suffice. If things vary based on who you support or where they are, consider creating multiple Organizations.

Here’s an example of a multiple-Organization structure based on Department/Business Unit:

├── Corporate HQ
├── Finance Department
├── IT Department
├── Human Resources
├── Sales & Marketing
├── Operations & Manufacturing
├── Executive Leadership
├── Remote Workers

Tips: 

• To integrate with a single Microsoft Tenant later, you’ll need to select a single Organization/Syncro Tenant as the primary. Whether you create multiple Organizations based on Department or Location, “Corporate HQ” is a reasonable choice for this purpose.
• If you have a significant distributed workforce, you might create an additional Organization specifically for “Remote Workers.” (Alternatively, you could assign remote workers to their home departments.)

Keep your structure relatively flat. Five (5) to twelve (12) Organizations makes sense for most companies.