If you're a Technician who's new to Syncro, here are some important first steps you should take to get acclimated to using the platform.

Notes: 

• Throughout the documentation, you'll sometimes see text in italic font. This means the term is defined in our Syncro Glossary.
• For a high-level overview of where things are in Syncro, see About the Syncro Header & Primary Navigation Bar. 
• You can also download this guide as a PDF. 

Step 1: Familiarize Yourself with the Tickets Table

The first tab you'll want to get familiar with is Tickets. When you click this tab, the Tickets page displays a dashboard of Tickets that are likely in need of your expertise. 

Two standard columns you should notice right away are Status and Priority. These have color-coded values to help you decide what to work on next. You can inline edit these as well as several other columns in this table. If your Administrator created custom fields for Tickets, you'll see those as columns too.

If a magnifying glass appears inside a table cell, you can click that to get more information. To track your time or communicate with people about the Ticket, click the Ticket's number to display it Details page.

The Tickets table also provides many ways for you to find exactly what you're looking for. For general information about that, see About Tables in Syncro.

Watch this short video to learn more:

Use the step-by-step instructions in Manually Create a Ticket to create an example ticket, and see how it appears in the Tickets table. Then, change the Status of that ticket to In Progress.

Step 2: Add Billable Time to a Ticket 

As a Technician, it's important that you track time spent working on tickets so clients can be charged and so you get paid!  That said, we recognize that tracking time is no one's favorite task, so Syncro makes it easy for you to do this while you're focused and still completely in your problem-solving flow.

You can track your billable time on a Ticket's Details page in one of two ways: 

1. Use the Labor Log Timer: Select a predefined Labor Type and click Play. Pause or Stop the timer, and voila! The time is tracked inside the ticket. When you're finished, you can view the entire Labor Log and make any additional notes or adjustments. We'll focus on this method here.
2. Manually, in the Ticket Communications section: As part of commenting on the Ticket, you can select a predefined Labor Type and enter in the time worked. (You'll see this in Step 3.)

Tip: Add note about the clock icon to show any active timers you may forget about

Watch this short video to learn more:

Use the step-by-step instructions Add Billable Time to a Ticket and try out the first method now. (You'll have the opportunity to try the second method in the next step.)

Step 3: Use the Ticket Communications Section

The Ticket Communications section is a part of the Ticket's Details page where you'll spend a lot of time. It has many features that help you communicate both with End Users and others on your team. (It's also sometimes called the Ticket Comments or Notes section.)

There are different types of communications you can create, and these have different levels of visibility. You'll want to be sure that what you want to keep private stays that way, and what you want to send out publicly is received. Go read about that now in The Visibility of Ticket Communications.

Watch this short video to learn more:

Tip: If your Administrator enabled this feature, you may also be able to Choose a Date for Ticket Timer Log Entries if you manually add time here. 

Review the visibility descriptions and then use the step-by-step instructions in About the Ticket Communications Section to add one Public Note and one Private Note to your Ticket. As a bonus task, Pin the Private Note.

Step 4: Collaborate on a Ticket

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 needs to be involved and/or stay informed is kept in the loop about what's happening. 

Syncro provides two methods you can use to collaborate on a ticket: mentions and subscribes.

Watch this short video to learn more:

Use the step-by-step instructions in Collaborating on a Ticket to mention someone in your Ticket. If possible, find another Ticket you're interested in and subscribe to it.

Step 5: Initiate a Splashtop Connection

Let's shift now to some of the tools you'll use to do the work of resolving a ticket.

Splashtop is the built-in remote access tool you can use with Syncro. It enables you to start a remote session on an End User's asset in a separate window outside of your browser. You can transfer files, and take actions like Ctrl-Alt-Delete. If you're on the Team Plan, you'll also have multi-monitor support and session recordings.

Watch this short video to learn more:

Follow the "Use Splashtop" instructions in Remotely Access a Machine via Splashtop to explore this feature now.

Step 6: Use Backgrounding Tools

Backgrounding Tools help you make repairs, view system specs, access the event viewer, edit files and folders in file management, enable powerful tools using scripting, and more. You can do your work without interrupting the end user's work.

Watch this short video to learn more:

Use the step-by-step instructions in Use Backgrounding Tools and explore this feature now.

Step 7: Manage Patches

Learn more about what you'll see in About the Patching Dashboard.

Step 8: Install the Syncro Mobile App

The Syncro Mobile app is specifically designed to help you when you're working in the field. 

You can:

• Quickly visualize and plan your schedule,
• Get full access to Syncro’s Ticket management system,
• Remote into an asset from the app to restart the machine, 
• And more!

Grab the Syncro Mobile app from the App Store or Google Play.

Next Steps

If you've completed these steps, you have a great start to your Technician experience in Syncro!

• To deepen your knowledge of Ticketing features, you can poke around in our additional, Ticket-related documentation.
• Or, see the Related Docs section for other overview/setup guides.