These improvements cover updates made from June 13 through July 10, 2024.

New Features

Enhanced Entra ID Sync

We’ve rolled out enhancements to our existing Entra ID sync to improve connectivity and communication, ensuring that you don’t get billed for licenses you aren’t using. See also About Entra ID Sync.

• Clear Empty Licenses: Create per tenant settings, so that you can decide exactly what you want to do when someone leaves: either clearing the empty license or leaving it static.
• Link Contacts to Devices: You can now link Entra-created contacts directly to devices, provided the client has the appropriate license (Entra P1, included in M365 Premium). This will allow you to easily leverage future AI features that will enable automatic assignment of related assets to a contact’s tickets. 

Clickable Ticket View Metrics

Syncro now lets you drill down in Ticket Views to see more detailed information. Simply click on the metric in Ticket Views to see the tickets that contribute. For example, if your Ticket View has 5 Unassigned Tickets, you can now click directly on this number to see a filtered list of those 5 Unassigned Tickets.

This feature is now active for the following metrics:

• Unassigned Tickets
• Unresolved Tickets
• Due Soon
• Stale Tickets
• Breaching SLA Soon
• Breached SLA

See also Ticket View Metrics.

Rich Text Toggle

Rich Text Editing in ticket communications is now available to be enabled on all accounts.

You can enable Rich Text Editing through a toggle on the Ticket Preferences page. Once enabled, you will have additional formatting and styling options as well as support for embedded images in your ticket communications. This feature can be turned on and off at an account level.

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 since the last release:

Tickets

• A new Template Tag has been created to handle long ticket comments: {{ticket_public_fulltext_comments_for_email}}.  The existing template tag: {{ticket_public_comments_for_email}} truncates comments after 2500 characters.  The truncation can be helpful in the Ticket PDF template, but could be counterproductive in the Ticket Comment Email template.  If you have long ticket comments, we recommend you swap out the existing tag in the Ticket Comment Email template with the new tag so that comments are not truncated in the email communication. See also Customize PDF Templates and Work with Template Tags.
• The Rich Text Editor was limited to 10 attachments in a comment including screenshots and other inline images.  Now, screenshots and other inline images are treated separately so that a comment can contain up to 30 inline images (in addition to 10 file attachments). This is the same limit for comments using the plain text editor.
• Fixed issues where an Assigned Contact's Name was not displaying as expected on the Ticket Details page when the Contact had replied to a Ticket Email.

Ticket Formatting

• Tickets could be created with large empty tables from emails.  To prevent that, images will be resized to 750 pixels to fit within the ticket comment view.
• Bulleted lists in the Rich Text Editor worked unexpectedly on some browsers (particularly Chrome on iOS and Safari on any platform).  Previously, pressing enter more than once kept adding bullets instead of ending the bulleted list on those browsers.  Now, bulleted lists can be ended by pressing enter twice on all browsers.
• Line breaks in original emails were getting removed from the tickets created from leads created from those emails when the Rich Text Editor was enabled. Line breaks in emails now carry through the lead generated and the ticket created from that lead.

Outbound Emails

• Email campaign statistics were not getting updated when sending from verified email domains.  The integration with our mailing provider has been fixed and campaign statistics have been updated.
• Open Invoice Reminders will now be emailed from the mailbox assigned the “Billing” category. They were previously linked to the mailbox associated with the “Support” category.

Invoices

We fixed unexpected behavior that prevented quantities less than 1.0 to be entered as line items. For example, if you wanted to enter .25 as a quantity, you can now do so.

Scripts

We now pre-populate "Run as" when selecting any favorite scripts in the Run Script popup for an Asset.

General

Issues with scrolling within some dropdown lists (including Recurring Invoices on Stored Payment Profile and Ticket Statuses on Recurring Invoices) have been addressed.