End Users are the specific people who are part of a (Customer) Organization you're supporting.

Adding Contacts/End Users in Syncro helps you maintain great relationships. You can set which types of communications each End User/Contact receives, and even store unique information for them (using Custom Fields).

Notes:

• To see Microsoft-related information about Contacts/End Users, you must have previously integrated with Microsoft/mapped Syncro Tenants and set up Microsoft Entra ID User Sync.
• Customers are in the process of being renamed to (Customer) Organizations, and Contacts to End Users. You may see both in Syncro for the time being.
• If you want to import Contacts/End Users into Syncro instead, see Import or Export Existing Contacts/End Users.

Best Practices

In Syncro, a Contact/End User’s email may be recognized and matched to a Ticket and/or used to track Assets. A Contact/End User's email address is also necessary for End User Portal access. In the case of Portal access, Syncro will prompt you to enter the email if you forget. 

If a Contact/End User shares an email with a (Customer) Organization (or across other Organizations), this can lead to imperfect matching when Syncro converts an email into a ticket. So while it's possible to have two Contacts/End Users with the same email, it's a good idea to be sure they're associated with different (Customer) Organizations. 

Navigate to the End Users Subtab

To see the list of existing End Users for a given (Customer) Organization, follow these steps:

1. Navigate to the Organizations tab. Any existing Organizations appear in the table.
2. Click the hyperlinked name of an Organization to open its Details Page.
   Tip: If you've set up Entra ID User Sync, Global Admins will also see a timestamp for the last sync between Microsoft and Syncro Tenants (e.g. “34m ago”) to the right of the Organization name. Click the “Manage” link to navigate to the associated Syncro Tenant Details page. 
3. Select the "End Users" subtab. Any existing End Users appear in the table.

About the End Users Subtab

The End Users subtab has a header bar that includes:

1. Search End Users: Type into the “Search end users” box in the upper left corner of the table, then press Enter to show only matching results in the End Users table.
2. Action buttons: 
   • If available, click the “View” dropdown to hide or show End Users who are disabled in Microsoft. If you decide to see the End Users who are disabled in the table, Syncro displays an icon () to the right of their name to remind you.
   • Click the “CSV” drop down to Import or Export Contacts from a CSV file.
   • Click +New End User to Create an End User.
   • If available, click Set Up Microsoft (Entra ID) User Sync to navigate to the Organization's associated Syncro Tenant Details page to set up the Entra ID User Sync. (This button only displays for Global Admins when Microsoft and Syncro Tenants are mapped but the user sync has not yet been done.)

The End Users table (3) displays the following information:

• Name: The end user's full Name (first and last).
• Email: The end user's email address.
• End User Portal: Shows a green checkmark inside a circle if access to the End User Portal is enabled for the end user. If Portal access is disabled for the end user, a red x inside a circle displays.
• Associated Assets: Any assets currently associated with the end user. You can hover over the asset name, then click a link to navigate to that asset's Details Page.
• Location/Site: The end user's address.
• Phone: The end user's phone number.
• Mobile: The end user's mobile phone number.
• Microsoft License: The type(s) of Microsoft Licenses associated with the end user (e.g., Standard, Premium, etc.)
• Last Microsoft Activity: The date/timestamp of the last time the end user was active in Microsoft (i.e., last logged in).
• If there are Custom Fields related to the End User, these will also appear in the table.

Tip: To customize the End Users table, click the vertical ellipsis () icon that appears when you hover over any column header. You can then choose to Hide that specific column, or open the Manage Columns box, from which you fully customize which columns display. Syncro will retain your preference throughout the browser session.

Click on any row to open that End User's Details Page, where you can view and/or edit their information. See also: Edit an Existing User.

Note: The ability to Bulk Edit End Users is in our future plans.

Create an End User

To create a new End User, follow these steps:

1. Navigate to the Organizations tab. Any existing Organizations appear in the table.
2. Click the hyperlinked name of an Organization to open its Details Page.
3. Select the "End Users" subtab. Any existing End Users appear in the table.
4. Click +New User. Syncro displays the End User Details section in edit mode.
5. In the sections that appear, complete any fields you want. “Name” is the only required field. See End User Details Page for detailed information about each of the fields.
6. Click Create User. Syncro displays the End User in the table.

Edit an End User

To edit an existing End User, follow these steps: 

1. Select the Organizations tab. Any existing Organizations appear in the table.
2. Click the hyperlinked name of an Organization to open its Details Page.
3. Select the "End Users" subtab. Any existing End Users appear in the table.
4. Click on any row to open that End User's Details Page.
5. Adjust values for any of the fields. 
6. Click Save Changes.

Notes: 

• Any changes you make on this page cause the Save Changes/Cancel bar to appear. If you don't want to make the changes, click Cancel. Syncro will retain your existing content.
• The ability to Bulk Edit End Users is in our future plans.

Delete an End User

If you have not integrated Syncro with Microsoft (or the End Users created during a sync were incorrect), follow these steps to delete existing End Users:

1. Select the Organizations tab. Any existing Organizations appear in the table.
2. Click the hyperlinked name of an Organization to open its Details Page.
3. Select the "End Users" subtab. Any existing End Users appear in the table. 
4. Click a row in the table to navigate to that End User Details Page. Then click the Actions button menu and select “Delete.” 
5. Confirm your choice in the pop-up window to delete the End User.

Notes: 

• If you've integrated Syncro with Microsoft and you delete an End User following these steps, it's possible that the End User could reappear in Syncro on the next sync (depending on how you've configured your sync filters). If you truly want to remove an End User, be sure to disable them in Microsoft. Then fix your user sync filters and delete the End User from Syncro. Then, they won't re-appear after the next sync. 
• If the end user is re-added on a new sync, any Custom Field values will need to be re-entered.