These improvements cover updates made since the December 4th release.

New Features

Technician Utilization Reporting

This new functionality provides detailed insights into technicians’ logged time and utilization, empowering Syncro partners to manage productivity, optimize workflows, and streamline processes.  This update adds a detailed report with detailed information around utilization by technician, ticket type, and more. 
 

Read more here: Tech Utilization Report

ACH Portal Permissions

This update replaces the existing Portal User Permission “Invoices - Pay Online” with two new permissions: “Invoices - Pay Online with ACH” and “Invoices - Pay Online with Credit Card”. This gives Syncro partners the ability to limit payment options to only ACH or only Credit Card. 

Read more here: Portal User Permission Groups

Integrately Integration

Syncro now integrates with Integrately, an automation platform that serves as a bridge, enabling users to connect and automate workflows between different apps and services. Integrately can be used to create contact records, manage tickets, send automatic updates, and much more.

Find Integrately in the Syncro App Center today. 

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:

Admin

If you're an MSP or an Internal IT team who doesn't have a need for Professional Services Automation (PSA) features around billing, Syncro now allows you to remove them so you have a simplified user experience.  A toggle has been added to the Account Settings page in the Admin module to disable billing and invoicing features.  This setting is non-destructive and completely reversible, letting you toggle on and off without risking data or other saved setting configurations.  The toggle removes features around billing and invoicing from the platform including the billing and invoices modules and related reports. It also removes billing related fields and references throughout the platform including in customer pages, settings pages, and more.  The change goes into effect for each user the next time that their page is refreshed.

As of January 8, 2025, anyone who signs up for a Syncro trial and selects “Internal IT” as the Business Type, Syncro automatically configures this setting to disable billing and invoicing features for the account.  If you want to use Syncro’s billing and invoicing features, you can simply switch the toggle to not disable those features.

Read more here: Differences with Billing and Invoicing disabled

Tickets

An issue causing the SLA Breaching Soon Ticket View filter and SLA Breaching Soon Ticket View Metric to not calculate was resolved.

Calendar

Fixed a 500 Error that was being triggered through the Book Appointment Widget when creating an Appointment.

Reports

• Fixed an unexpected time out error when generating the Open Balance report with the All-Time query.
• Updated the Windows Update Statistics visual and text blocks in the Internal and Executive Report Builders so that you can filter statistics by update category.

Other

• Live Chats were getting assigned to technicians even though the Set Live Chat Default Technician policy setting was set to Unassigned.
• The IT Glue integration To Do List was incorrectly showing an error indicating the credentials are invalid.
• Fixed an issue integrating with HelloSign.