If you're a Technical Leader who's new to Syncro, here are some important first steps you should take to get Ticketing features configured for your business and your team. You'll also learn how to use automations and schedule recurring Tickets, so you can take care of your clients in the most efficient way possible.

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: Customize Ticket Settings

Before you start working with Tickets, it's a good idea to look at the global Ticket settings. You'll find these under Admin > Tickets - Preferences.

Here are a few settings you may want to review:

• Enable Ticket Priorities: Check this box to use Syncro's priorities of 0=Urgent, 1=High, 2=Normal, 3=Low.
• Ticket Timer - Charge Billable Time by Default: Check this box so that whenever someone stops a Ticket Timer for a billable rate in the Labor Log, Syncro automatically charges this time to the ticket. Creating a Ticket communication for a billable labor rate will also automatically charge the entered minutes spent.
• Ticket Timer - Time is Non-Billable by Default: Check this box so that Ticket Timer entries will be Non-Billable by default across your entire Syncro account. (See also: About Syncro's Non-Billable Labor Feature.)
• Customize Text for Ticket Timer Charges: Enter the text you'd like to use for Ticket Timer charges. This will NOT be used on charges generated outside of the Ticket Timer. 
  OR
• Customize Text for Ticket Charges: Enter the text you'd like to use for Ticket charges (Ticket Timer charges included).

Also included on the Ticket Preferences/Settings page are sections for Ticket Issue Types and Ticket Statuses. These allow you to really customize Syncro to match the workflow that works best for your business and your clients:

View the Ticket Settings Reference for more details. (Bonus: create a new Ticket Issue Type or Ticket Status.) When you're finished making your selections, be sure to click Save.

Step 2: Create Custom Ticket Types & Fields

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. While you can also create Custom Fields for Organizations & End Users, Assets and Tickets are a little different. In addition to Custom Fields, Assets and Tickets also have containers for Custom Fields called Custom Types.

Custom Ticket Types and their associated fields help you capture, store, and use any information about your tickets that might be important to you. Once created, you can use them in all sorts of interesting ways like in Ticket Automations. Watch this short video to see another example of Custom Ticket Types & Fields in action:

Use the step-by-step instructions in Custom Fields for Assets & Tickets to create a Custom Ticket Type and a few Custom Ticket Fields now.

Step 3: Manually Create a Ticket

As you might expect, a Ticket is a record containing details about a End User's need for services. As such, a Ticket is always connected to the person making the request. It can also be connected to that End User's Asset.

Once a Ticket is created, a Technician can log the time they've spent on resolving it, and you can decide whether (and how) you want to charge for that labor. Technicians can also collaborate on Tickets to solve End Users' problems quickly and efficiently, and communicate with End Users about their progress.

Watch this short video to learn more:

Use the step-by-step instructions in Manually Create a Ticket to create a Ticket now. 

Tips: 

• Ticket creation can also be automated in Syncro. If you're curious, check out Automatically Creating Tickets from Inbound Emails and/or Creating a Ticket From the System Tray.
• To learn more about charging for Tech time, see Add Billable Time to a Ticket.

Step 4: Ticket Page Overview

We know that you and your Technicians will likely spend some significant time here, so we spent a lot of time thinking about how to make the Tickets page an informative dashboard that you could do real work in. There's color-coded ticket Due Dates and Statuses (both of which you can define and customize), clear priorities, and even inline editing so you're not having to hop in and out of pages to change information.

Watch this short video to learn more:

Learn more in About the Tickets Tab/Page.

Step 5: Create a Ticket View

Ticket Views let you customize exactly how you want to see your list of Tickets, then return to that view at the click of a button. Syncro also provides a number of default Ticket Views you might find helpful.

All Ticket Views display with the Ticket Views Health Metrics mini-dashboard at the top, giving you and your Techs a summary of what's happening with all of the tickets currently included in the view.

Note: If you're on the Team Plan, you also have the ability to set the default view for your Technicians.

Watch this short video to learn more:

Use the step-by-step instructions in Work with Ticket Views and create a Ticket View now.

Step 6: Customize Ticket Table Columns

Finally, we'll use the Tickets table as an example of how you might want to customize your tables to find the exact information you're looking for. Many of our tables offer sorting and filtering, grouping, hiding, and pinning. 

Watch this short video to learn more:

 

Learn more about how you can use tables in Syncro and explore some of these features in the Tickets table.

Step 7: Create a Ticket Automation

Use the step-by-step instructions in Work with Ticket Automations and create one now. 

Step 8: Automate Maintenance with Recurring Tickets

Use the step-by-step instructions in Work with Recurring Tickets and create one now.

Next Steps

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

• To deepen your knowledge of Administration, you can poke around in our additional, Administration-related documentation.
• To get your Techs up to speed, send them the Technician Training Guide.
• Or, see the Related Docs section for other overview/setup guides.