These improvements cover updates made during the month of March 2024.

New Features

Single Sign On (SSO)

We globally rolled out SSO with OpenID Connect to all accounts after a successful Early Access where we finalized Mobile App support. You can now use SSO as another authentication option to streamline access and take more control of your security. OpenID Connect is one of three SSO standards commonly used in the industry. 

Read more here: Use Single Sign-On with Syncro.

Verified Email Domains

We also released Verified Email Domains to all accounts after another successful Early Access where enrolled partners reported a positive change to email deliverability. This feature ensures that the messages come directly from the MSPs address rather than showing as sent from Syncro and will also reduce the likelihood of being flagged as spam or phishing attempts.

Read more here: Verified Email Domains Knowledge Base article. 

Ticket View Metrics

Gain insight into your ticket workload, performance, and priorities with a new metric panel located at the top of every Ticket View. Capture critical ticket counts at a glance, as well as average first response and resolution times. Set thresholds to draw attention to underperforming metrics in red. Better yet, take it up a notch with a full Ticket View Health Dashboard on the Team plan!

Read more here: Ticket View Metrics.

Pause Ticket Timers

You can now track and bill time more easily with the ability to pause ticket timers. This prevents you from having to stop and restart a ticket timer, which creates extra ticket entries. You can now simply pause the ticket timer and continue it later so that only ticket entry is created for a specific task. This will reduce the number of line items on your bills, making them easier for your customers to read and understand. Paused timers will appear in the list of running timers that haven't yet been closed out.

Read more here: Ticket Timers Knowledge Base article.

Detailed Ticket Time Entries

We added the ability to optionally enter the starting and ending times when entering ticket comments. Did you forget to add an update to a ticket from a prior day? No problem. You can create a new comment and backdate the timer entries to keep your time log accurate. In fact, you have the flexibility to set the ticket timer entry to any date—past, present, or future.

Read more here: Choose a Date for Ticket Timer Log Entries.

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 in this release:

Windows Agent: 1.0.182.0 - 3/10/24 | Mac Agent: 1.13.572 - 3/22/23

Ticketing

• Added ability to pause ticket timers
• Resolved issue with Ticket Detail - Relevant Assets opening Backgrounding Tools
• Resolved issue with tools opening in existing tab when clicked instead a new tab
• Resolved issue where Pressing enter/return inside a canned response with multiple line breaks jumps the cursor to the bottom of the window (Rich Text)
• Resolved 500 error when Clicking 'Modify Views' under Ticket View Settings
• Resolved ticket comment showing dozens of random attachments after copying a ticket comment from one ticket to another
• Resolved issue with Ticket Efficiency by Customer and Ticket Efficiency by Technician not working as expected
• Resolved issue with Ticket Views filtering behaving in unexpected manner when navigating to page 2

Reporting

• Added Asset Saved Search to Missing Patches by KB Report
• Added Labor Rate as column on Ticket Time by Technician Report
• Resolved 500 error with Vulnerable Systems report when using a large number in the Stale Age (in days) report
• Resolved issue where Report Builder list summary table overlapped with footer on PDF
• Resolved missing location on Invoice Aging report CSV
• Resolved issue where 'Load More' button in the Tax report loads the whole table instead of the cells specific to the selected tax rate
• Resolved issue with adding customers to scheduled reports
• Resolved 404 Error on Executive Summary report

Customer management

Resolved issue with contact titles disappearing from the contact page

Communications

• Resolved issue with leads' domain names cutting short after the "." if there are more than four characters afterwards
• Resolved issue with SMS duplicating a message when email address is inserted
• Resolved mailbox dark mode

Inventory

• Resolved issue with adding multiple upsells in the product upsell UI at once
• Resolved issue with searching for products using the "Enter" key on the keyboard

Miscellaneous

• Resolved IP error when selecting documentation tab or creating new documents
• Resolved issue with outbound dropdown splitting in two when removing an entry
• Updated Syncro API docs and links
• Resolved issue with using to Command + Left click to open a search result in a new tab on MacOS Chrome & Firefox not behaving as expected
• Resolved mailboxes dark mode