Now that you have the basics of how Ticketing works in Syncro, let's take a closer look at Ticket Views and Metrics. In this guide you'll also learn how to use schedule recurring Tickets and use Ticket Automations, so you can start automating routine tasks such as maintenance.

Step 1: Use Ticket View Metrics

In Ticketing 101 you learned how to create a Ticket View. Let's take that a step further to see how else Ticket Views can help you and your Technicians focus on the most important next tasks so you keep your clients happy and meet your SLAs.

When you select a Ticket View, you'll notice a Ticket Views Health Metrics mini-dashboard at the top. This gives you and your Techs a summary of what's happening with all of the tickets currently included in the view.

Click into any one of the boxes to filter the table by those tickets:

Additionally, you can click the gear () icon to Edit the Ticket View or set the Thresholds for it:

Any metric exceeding the threshold appears in red.

Edit the thresholds for the Ticket View you created in Step 7 of Ticketing 101. (Bonus: Learn more about Use Ticket View Metrics.) 

Step 2: Set Default & Team Ticket Views

You can set a Default Ticket View, and if you're on the Team Plan, you also have the ability to select views for your Technicians. 

There's even a pre-configured “My Queue” view that allows each Technician to see assigned, unassigned, and subscribed tickets in one place, eliminating the need for them to check multiple Ticket Views. This simplifies onboarding and improves collaboration, efficiency, and organization, benefiting teams of all sizes.

Select a default Ticket View for yourself, and if you have the ability to do so, for each of the other Syncro Users on your team.

Tip: If the "My Queue" view is close, you can reference its configuration to create a new custom Ticket View that you can then edit to be exactly what you want.

Step 3: Ticket Views Health Metrics

Here's one last thing about Ticket Views and metrics: you can use the Ticket Views Health Metrics dashboard/report to see what's happening across multiple Ticket Views.

Tip: You can also get to the Ticket Views Health Metrics page from Reports > Tickets - Ticket View Metrics.

  View the Ticket Views Health Metrics dashboard/report, and customize it to include the views you care about most.

Step 4: Ways to Automatically Create Tickets

Let's switch gears now. In Ticketing 101 you learned several ways to manually create tickets. However, there are also several ways that ticket creation can be automated in Syncro. 

A. From Inbound Emails

You can configure Syncro to automatically create Tickets from inbound emails, whenever the sender's email address matches an existing Organization (or an End User). This method requires that you have set up a Mailbox in a specific way and have enabled a Ticket Setting. 

Watch this short video to learn more:

B: From the System Tray

You can also configure Syncro to automatically create Tickets from an End User's submission of an Agent Contact Form, directly from the System Tray. This method uses a Policy.

Watch this short video to learn more:



Either set your Syncro account so that it automatically creates Tickets from Inbound Emails or creates Tickets From the System Tray. (The Mailboxes & Email Training Guide may also be helpful for the inbound emails option, if you haven't gone through that yet or would like to revisit it.)

Bonus: Familiarize yourself with other ways Tickets Can Be Created in Syncro. 

Step 5: 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 (which we'll do shortly). 

Watch this short video to see an example of how to use Custom Ticket Types and Fields to create a new hire request form. (Note that this is also another way to automatically create a Ticket!)

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 6: Create a Ticket Automation

Use the step-by-step instructions in Work with Ticket Automations and create one now. (You can use one of the examples above, or get creative.) You should also check out About Ticket Automation Types & When They Run.

Step 7: 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're on your way to becoming a Ticketing pro in Syncro!

• Check out the Ticket Automation Example: Add Organization-Specific Troubleshooting Documentation to Tickets.
• To get your Techs up to speed or see how they would work with Tickets, check out the Technician Training Guide.
• Or, explore the other available Training Guides.