Top 10 High-Level Best Practices for Using Syncro Effectively
Table of Contents
Here is a top 10 list of high-level best practices for using Syncro effectively, particularly focused on foundational setup, security, and efficiency:
1. Define Core RMM Policies at the Organization Level
Begin by creating foundational Remote Monitoring and Management (RMM) policies at the top-level Organization folder within Syncro. This practice leverages policy inheritance, automatically applying these policies and ensuring consistent security compliance across all assets and subfolders belonging to that organization.
See Master the Policy Engine (RMM 101).
2. Implement Comprehensive Security Compliance Measures via Policies
Establish robust RMM policies that mandate security controls across your managed fleet. This includes configuring policies for antivirus management, using prebuilt monitors (like Event Log Monitoring and Application & Process Monitoring) to proactively identify issues, and setting up rigorous schedules for Windows Update and Third-Party App Patching to secure endpoints against vulnerabilities.
See Master the Policy Engine (RMM 101).
3. Configure Automated Remediations for Alerts
Set up Automated Remediations that trigger to quickly address issues detected by monitors and alerts, significantly minimizing manual intervention. Furthermore, use Ticket Automations to evaluate meaningful state changes to tickets and apply updates in real-time, helping to automate mundane, repetitive tasks.
See Escape Mundane Tasks With Automation, Create Automated Remediations for Alerts, and 7 Powerful Ticket Automation Examples.
4. Customize Branded Email Communications and Maximize Deliverability
It is recommended to move away from the default, Syncro-provided email/Mailbox. Ideally, configure SMTP settings as this grants the most control over the email process and improves delivery rates by preventing emails from going to spam folders. Additionally, upon onboarding, customize your Email, Estimate, Invoice, and Ticket templates to personalize communications with your business's voice.
See Control Email, Boost Delivery and Syncro Email Options for Maximizing Deliverability.
5. Configure Global Administrator Privileges
As a best practice, maintain the fewest number of Global Admins as possible—but ensure you have at least two—as Global Admins have full, unrestricted access to all features, including sensitive financial and security data, and the ability to delete other users. For non-Global Admins, configure Security Groups to grant granular permissions, ensuring users only access what their role requires.
See Configure Security Groups and Security Permissions Reference.
6. Leverage Network Discovery for Efficient Onboarding
If you are on the Team Plan, use the Network Discovery feature to streamline the onboarding process for new Organizations. By installing just one Syncro Agent, you can run a scan to identify other devices on the network and easily deploy the Syncro Agent to them, reducing manual effort.
See Work with Network Discovery Profiles and Act on Network Discovered Devices.
7. Ensure User Data Consistency Prior to Microsoft Entra ID Sync
Before setting up the Microsoft Entra ID User Sync, it is critical to ensure that the email addresses of your existing Contacts/End Users in Syncro are up to date and match the corresponding Entra ID users. Syncro matches Entra ID Users to Syncro Contacts/End Users primarily by their unique email address.
See Unify Microsoft 365 Management (Microsoft 101) and Set Up Microsoft Entra ID User Sync.
8. Define Non-Billable Labor Time for Billing Accuracy
Set up non-billable labor products/rates and clearly define non-billable time to correctly separate internal or contract-included service time from what should be invoiced to your customers. This helps maintain accurate time tracking and billing practices.
See About Syncro's Non-Billable Labor Feature.
9.Utilize Purpose-Built Ticket Views for Technician Productivity
Technical Leaders should create and assign purpose-built Ticket Views (which provide real-time performance metrics) to Technicians on their team. This helps focus team members on specific types of tickets, such as grouping tickets by "Status" with "Customer Reply" populating at the top to ensure quick responses.
See Leverage Automation, Gain Focus (Ticketing 102) and Work with Ticket Views.
10. Test Scripts in a Sandbox Environment Before Deployment
For any scripts that carry a risk of causing unintended changes to an asset or require debugging, it is highly recommended to test your script on a dedicated internal system (or directly in PowerShell) before storing and running it within Syncro on client assets.