These improvements cover updates made since the October 9th release.

New Features

Non-Billable Time Tracking

This update adds the ability to set Ticket Timer Entries as Billable or Non-Billable making it easier to exclude some entries from client billing. You can customize what rates are billable or non-billable by default at the contract level so that technicians only need to worry about accurately tracking their time. This adds additional precision to your billing and technician time tracking, while reducing administrative hassle. 

Read more here: About Syncro's Non-Billable Labor Feature.

Ticket Sentiment Analysis Beta

This new team plan beta feature scans incoming tickets and assigns positive, negative, or neutral sentiment to the ticket based on tone and language used. This gives Syncro users another tool to ensure that the most important tickets are given attention quickly.

Additionally, we’ve introduced the automation type “Ticket AI Comment Sentiment is Negative.” With this feature, you can easily mark tickets as high priority, reassign them to specific technicians, send automated email replies, and more, all triggered by negative sentiment. This means you can respond faster and more effectively to customer concerns, enhancing overall satisfaction and efficiency.

Sentiment is displayed for each comment within the ticket's communication history:

The last ticket comment's sentiment is displayed at the top of the ticket for ease of use:

Read more here: AI Ticket Sentiment Analysis.

Windows Update Management

Syncro is rolling out a major update to our Windows Patching system beginning Wednesday, November 6, 2024 that significantly increases our ability to properly categorize patches and reduces the likelihood of uncategorized Windows Patches in the system. We are now seeing a 98.8% categorization rate across all available patches today.

This phased rollout will take up to two weeks to take effect on all existing patches in Syncro.

Post update, fewer Windows patches will have a primary category of "Other" or with a Security Update severity level of "Other." In the short term, you might see some patches that were previously in “Other” move into a more appropriate category. They will be picked up by your regular patch policies based on their new category.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some improvements and fixes we've made in this release:

Agent 

• Windows agent version 1.0.185.16913 released.
• Includes prerequisite changes to support upcoming Windows OS patching categorization optimizations.

Customers

• Fixed an error that was causing the Customer Detail page to not load as expected in certain scenarios.
• Print Address Labels was not working for technicians without Global Admin access.

Smart Search

• Smart Search is no longer retrieving tickets of customers outside of the customers that technicians are configured to access.
• General improvements were made to Smart Search around performance and quality of results.
• The very first search of a user was not showing up in Recent Searches until the user did a second search.

Tickets

• An issue was fixed preventing time entries from Toggl from importing.
• Fixed an issue that was causing some tickets to not load as expected.
• Fixed an error preventing the Restore Function in Ticket Comments from being available after a page refresh.

Other

• New accounts for Proofpoint couldn't be provisioned in the App Center.
• The Changes column in Admin Change History for Invoices was not populating.
• Fixed an error that prevented a CSV download request from processing as expected.
• Added two new API endpoints to Ticket Timer API - "billable_time" and "billable_override"