These improvements cover updates since the August 7th release.

New Features

Enhanced Ticket Collaboration

This new feature set enables smooth collaboration on tickets by adding additional notification options and supporting the ability to mention other techs as well as customer contacts in ticket communications.

The mentioning feature can be used in two ways:

• @Mentioning a technician can automatically notify them and bring the ticket comment to their attention.
• @Mentioning a customer will automatically include that customer in that specific message. This allows technicians to communicate information, or direct questions directly to a customer other than the one who submitted the ticket. 

Technicians can be notified when they are mentioned in a ticket via email, SMS text, mobile app push notification, or in the app itself.  This is configured by admins in the Notification Center.  Technicians who do not have the notification for ticket mentions enabled will not be shown as options in the dropdown list of technicians who can mentioned.

Additional new settings in the Notification Center now allow for admins to control a variety of granular notifications for ticket assignees and subscribers. This ensures that any update to the ticket is promptly communicated to all relevant parties.

These features ensure that the right people are notified as needed, keeping notifications clean and focused, streamlining processes, and making customer communications more effective. 

Read more here: Collaborating on a Ticket.

Real Time Ticket Automation - Update Triggers

This update expands trigger options for Team Plan users, adding multiple new trigger options:

• Assignee Changed: Checks for trigger requirements when assignee is added or changed. 
• Priority Changed: Checks for trigger requirements when priority is changed.
• Ticket AI Classification Changed: Checks for trigger requirements when an AI Ticket Classification is added to a ticket. While AI Classification is automatically added to a ticket immediately after creation, AI classifications can be manually changed as well.
• Ticket Status Changed: Checks for trigger requirements when a ticket status changes. 
• Ticket Tag Added: Checks for trigger requirements when a tag is added to a ticket.

These options unlock new automation opportunities that can save a huge amount of time (especially when paired with our new Smart Ticket Management capabilities). Here are just a few examples that almost any MSP can take advantage of immediately to create better customer experiences and drive greater efficiency:

• Ticket Reassignment: When a ticket is released by a technician, automatically reassign it to another without manual intervention, ensuring that no ticket falls through the cracks.
• Escalation Handling: Technicians can apply tags to escalate a ticket to a different support tier or board, triggering specific automations that adjust the handling procedure accordingly.
• After-Hours Responses: Customer replies outside of business hours can automatically trigger tailored auto-responses, assuring clients that their concerns are acknowledged and will be addressed promptly.

Read more here: Work with Ticket Automations.

Improved Support Contact Center

Our Support Team has implemented a new contact center tool to enhance your experience. With this tool, you can reach us in the way that best suits your needs, including: 

• Live Chat
• Email
• Phone
• Text

For those who would rather find answers independently, we’ve introduced an AI-powered Agent that allows you to resolve common issues on your own, anytime you need it. This self-service option is another way we're ensuring our support is always within reach.

Our new and improved contact center experience launched on Tuesday, September 3, 2024, directly through your Syncro instance. We're confident these enhancements will make your support experience faster and more effective. Thank you for your continued trust, and we look forward to your feedback to help us serve you even better.

Read more here: Support Ticket Handling Guidelines.

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:

Smart Ticket Search Update

With this release, partners who previously had Smart Ticket Search enabled will be re-enabled.  It will be rolled out to additional partners over the course of the month of September.

Read more here: Search for Tickets Using Smart Search.

Tickets

• Line breaks added to tickets through automated remediation will now display in the rich text editor in Tickets.
• A problem was fixed where some assets did not appear in the list of assets available to link to the ticket.

Customer Portal

Resolved an issue where invoice attachments set to 'Make Public on Customer Portal' were not displaying in the customer portal.

Other

• To help reduce the likelihood of API rate limiting for regular day-to-day app usage, we have updated our in-app rate limiting in Syncro to dynamically adjust based on the number of users enabled on your account.
• Fixed a case where the Pax8 navigation icon was being highlighted incorrectly.
• Fixed cases where in selected locales, entering a quantity in Estimates or Invoices would save correctly but display rounded down in the Quantity column.
• Resolved an issue where threat detections from Bitdefender would intermittently generate multiple RMM alerts and notifications in Syncro.
• A problem was fixed where Dropbox would unlink from Syncro.
• There is now an option to chat with support right from the Syncro Resource Center which you can find on the bottom right of all Syncro pages.