Syncro Unleashed: From Setup to Scale
Get ready to master Syncro Extended Monitoring and Management (XMM™)!
Syncro Unleashed is your definitive resource for training on our unified platform. This program is designed to help you streamline IT operations, deliver robust security, and profitably scale your MSP business.
Product Essentials is Your Fast Track to Syncro XMM™ Success
This foundational learning path gives Technicians, Technical Leaders, Business Leaders, and Billers the essential knowledge to confidently use Syncro XMM™.
Prerequisite: A trial or paid Syncro account is available to execute the setup, ticketing, and management actions covered in this path.
1. Introduction
This topic is appropriate for everyone interested in learning more about Syncro.
| # | Topic | Description |
|---|---|---|
| 1-1 | Syncro XMM: The Big Picture | Gain a high-level understanding of Syncro XMM, the first IT platform to unify Remote Monitoring & Management (RMM), Professional Services Automation (PSA), and Microsoft 365 governance capabilities into a single solution. With a powerful feature set built for growing Managed Service Providers (MSPs) and internal IT teams, Syncro helps you orchestrate, automate, and delegate IT operations like never before. |
| 1-2 | Activate Your XMM Sandbox: Syncro Trials | Learn how to immediately activate your 14-day Syncro trial account. Complete this quick setup so you can instantly explore all Team Plan features, test core RMM/PSA functionality using pre-configured example data (including example policies, assets, and tickets), and access the comprehensive Resource Center to decide if Syncro is the right backbone for your IT infrastructure. |
| 1-3 | Effortless Control of Your Syncro Account | After exploring a Syncro Trial, you'll be ready to convert to a paid subscription. This guide shows you how to manage your Syncro account and billing. You'll gain a clear understanding of our available subscription plans and how you'll be billed for users and any add-ons. See how easy it is to make payments, access all past invoices, and change your subscription plan at any time. |
| 1-4 | Explore Team Plan Features | Explore the capabilities and value Syncro's Team Plan unlocks. Learn how to supercharge your service delivery and business growth by deploying advanced features such as Network Discovery to streamline device onboarding, integrated Entra ID user sync with password reset and MFA actions for superior security, and real-time Ticket Automations for streamlined workflows. |
2. RMM
This topic is designed for Technical Leaders.
| # | Topic | Description | Check My Knowledge |
|---|---|---|---|
| 2-1 | Syncro Admin Kickstart | This essential training guide shows you how to strategically configure Syncro—including setting business hours, customizing security groups, assigning user permissions, and tailoring communication templates—so you can establish iron-clad security, ensure efficient workflow for your team, and accelerate your business operations toward full RMM/PSA automation. | Take the Quiz |
| 2-2 | Define Your Client Universe: Organizations & End Users | In this training guide you'll learn how to configure global Organization settings, and use custom fields and tags to segment your clients. You'll take steps necessary to create and/or import Organization and End-User information. Mastering this essential process ensures your client data is clean and accurate, enabling seamless security, ticketing, invoicing, and reporting. | Take the Quiz |
| 2-3 |
From Zero to Asset Monitoring (RMM 101) |
Next, learn to configure global RMM settings, create agents, and deploy them to turn devices into fully managed Assets. Gain a high-level understanding of policy inheritance and customize how you see your Assets. Master this initial RMM setup so you can successfully apply consistent operational rules, ensure proper security and system maintenance across your entire fleet, and immediately begin remote monitoring and management work. | Take the Quiz |
| 2-4 |
Master the Policy Engine (RMM 102) |
This training guide teaches you how to define and deploy your operational rules using Syncro's Policy Builder, assigning them to take strategic advantage of policy inheritance. You'll also learn how to integrate patching for Windows and Third-Party applications to ensure consistent configuration, enforce security, and immediately begin proactive system maintenance. Finally, with Event Log, Process & Service Monitors and their alerts, you'll be streamlining technician responses and maintaining fleet stability like a pro. | Take the Quiz |
3. Ticketing
This topic is designed for Technical Leaders. The Technician 101 Guide is meant to be shared with the Techs on your team.
| # | Topic | Description | Check My Knowledge |
|---|---|---|---|
| 3-1 |
Activate Your Ticketing System (Ticketing 101) |
In this training guide, you'll learn how to align Syncro's Ticketing features with your business needs, starting with customizing essential settings for priorities, statuses, and labor logging. Practice creating ad-hoc Tickets so you can immediately begin processing client service requests with confidence. Employ Ticket Views, parent/child relationships, and use searching, filtering, and ticket tags |
Take the Quiz |
| 3-2 |
Leverage Automation, Gain Focus (Ticketing 102) |
Now that you have the basics of how Ticketing works in Syncro, you'll learn to use Ticket View Metrics and set default and team views so you can focus your team on the most important tasks and meet SLAs. You'll also set up custom ticket types and fields and create powerful Ticket Automations, which enable you to automatically evaluate and update tickets in real-time, greatly streamlining your helpdesk. Finally, you'll use Recurring Tickets to easily automate the scheduling of routine maintenance. | Take the Quiz |
| 3-3 |
Login, Work, Fix (Technicians 101) |
In this training guide, your technicians will get acclimated to using the Syncro platform in their day-to-day job, starting with navigating the Tickets table and quickly adding billable time to a ticket. Practice using the Ticket Communications section to ensure clear, private team collaboration and professional communication with end-users. Learn to initiate remote sessions using Splashtop and use backgrounding tools to perform non-interruptive repairs. This guide also prepares Technicians to efficiently manage patches, chat with end users, and stay connected using the Syncro Mobile app. | Take the Quiz |
4. Invoicing
This topic is designed for Business Leaders and/or Billers.
| # | Topic | Description | Check My Knowledge |
|---|---|---|---|
| 4-1 |
Activate Your Billing System (Invoicing 101) |
In this training guide you'll learn the essential first steps to align Syncro's billing features with your business needs. You'll set up your core financial foundation by defining labor rates, payment terms, and customizing invoice templates. Configure your payment processor integration so you can seamlessly receive client funds. This preparation ensures every charge is accurate, simplifies client transactions, and fully activates Syncro as your automated revenue collection system. | Take the Quiz |
| 4-2 | Structure Products & Services for Profit | Learn the essential steps to configure and categorize your Product & Service offerings. Define labor rates, create inventory items, and set up discounts so you can ensure every billable item is accurately tracked and priced. You'll also learn to create reusable product bundles and track stock levels to streamline the invoicing process, and guarantee that technicians' time and materials are properly charged to clients. | Take the Quiz |
| 4-3 |
Collect & Build Recurring Income (Invoicing 102) |
This training guide will teach you how to create and issue all types of invoices, including one-time and recurring invoices. Set up billing per device, per user, or collect flat fees, and easily aggregate multiple pending ticket charges onto a single invoice to ensure all billable work is captured. You'll also learn how to manage deposits and apply store credit to future invoices. Automating your recurring invoices will maximize revenue collection and free up administrative time. | Take the Quiz |
5. Syncro & Microsoft
This topic is designed for Technical Leaders and may be especially interesting for those who are Internal IT.
| # | Topic | Description | Check My Knowledge |
|---|---|---|---|
| 5-1 |
Unify Microsoft 365 Management (Microsoft 101) |
In this training guide, you'll learn how to get started with Syncro's integrated Microsoft 365 management features. You'll connect your Microsoft tenants and deploy security baselines so you can begin continuous monitoring and track compliance status across all client environments. Perform Entra ID user syncs, password resets, and MFA management actions directly within Syncro, simplifying security and identity management operations while strengthening your security posture and reducing the attack surface. | Take the Quiz |
| 5-2 |
Activate Cloud Backup Protection (Microsoft 102) |
This training guide will teach you how to activate your Microsoft 365 and Entra ID (i.e. Syncro Cloud) backup trial and onboard new clients by customizing the backup scope for users and services. Set up this proactive defense so you can protect critical data from accidental deletions and ransomware attacks, ensuring resilience and compliance. See how to monitor the health of your backups, search for and quickly restore data, and directly bill your customers for this essential service. | Take the Quiz |
Next Steps
Congratulations on completing the “Product Essentials” learning path!
You've established a solid foundation for using Syncro's RMM, PSA, and Microsoft 365 features.
This is a tremendous achievement that validates your commitment to launching a technically sound system; one that will serve you now and scale as your business grows in years to come.
We encourage you to continue this momentum and transition to the next level of expertise. The next learning path, “Maximizing Syncro's Potential,” will teach you how to leverage this foundation for maximum efficiency and profit.
Maximize Your Investment and Confidently Launch Your Operations with Syncro XMM™
Master the platform across your entire workflow by exploring advanced topics and real-world automation examples in this learning path.
Prerequisite: Successful completion of “Product Essentials."
6. Expand Your Syncro Toolkit
This topic is designed for Technical Leaders looking to dive deep into Syncro's feature set.
| # | Topic | Description | Check My Knowledge |
|---|---|---|---|
| 6-1 | Control Email, Boost Delivery | In this training guide, you'll learn about the different options available for sending and receiving emails in Syncro, focusing on how to set Syncro up for maximum impact. You'll set up your preferred method (custom mailbox or SMTP) and configure verified domains so your communications are reliably delivered and stay out of spam folders. Customize your email templates and configure multiple outbound categories for support, billing, and marketing so your messaging reflects your unique brand voice and reaches the correct recipient every time. This complete setup allows you to ensure professional, segmented communication that builds trust with your clients. | Take the Quiz |
| 6-2 | Launch Scripts Across Your Fleet | Scripting is a core RMM feature, and here you'll learn the basics of using this module, starting with managing, organizing, and importing scripts from the Community Library. You'll learn how to create your own custom scripts using languages like PowerShell and Batch so you can gain maximum flexibility and interoperability with tools you already use. Deploy your scripts on assets, set them to run on a recurring schedule, or add them to Policies and Automated Remediations. This allows you to streamline routine maintenance, quickly fix issues across your fleet, and fully unlock the automation power of your RMM. | Take the Quiz |
| 6-3 | Escape Mundane Tasks With Automation | In this training guide you'll learn the essential first steps to start automating mundane tasks and saving time with Syncro. You'll set up Ticket Automations and Automated Remediations for RMM alerts, linking actions to specific ticket changes or network infrastructure events. Learn to delegate routine tasks like maintenance scheduling, ensuring your helpdesk is immediately responsive and freeing up your team to focus on more strategic issues. |
Take the Quiz |
| 6-4 | Drive Revenue with Leads & Mailer | First, this training guide will teach you how Leads get created in Syncro, as well as how to process and manage them. Practice converting prospects into new Organizations and Tickets, which ensures no potential client slips through the cracks. Then, you'll learn how to use the Mailer feature to send existing Organizations email campaigns that drive new business. This complete setup allows you to efficiently capture every prospect and nurture your current customers, helping you maintain a consistent revenue pipeline. | Take the Quiz |
| 6-5 | Mastering Managed AV: The Bitdefender GravityZone Playbook | This guide leads you through the Bitdefender GravityZone integration, starting with provisioning your account and enabling automatic deployment via Syncro policies. You'll learn to manage specific security configurations directly in the GravityZone portal—such as disabling billable add-ons like HyperDetect—and how to assign custom policies to your endpoints. Finally, you'll get a sense of essential maintenance workflows, including safe removal procedures and troubleshooting rules to prevent integration errors. | Take the Quiz |
| 6-6 | Simplify Client Support with the End User Portal | In this training guide, you'll learn to configure the End User Portal. Customize the portal's branding and set up permission groups to control what features your clients can see. You'll enable specific End Users, manage their security (MFA), and learn how to provide them with access. This setup allows your End Users to submit tickets, view their invoices and make payments, and access documentation, improving their service experience while streamlining your support workflow. |
Take the Quiz |
7. Unlock Mastery Pathways
This topic is designed for Technical Leaders who are interested in taking their Syncro knowledge and use to the ultimate level.
| # | Topic | Description | Check My Knowledge |
|---|---|---|---|
| 7-1 |
Unleash Advanced RMM Power (RMM 103) |
In this advanced training guide, you'll learn how to create Custom Asset Fields and Saved Asset Searches, then use them in a real-world example to capture and track missing Bitlocker keys. You'll also use Network Discovery to bring unknown assets (like printers) into your environment, then set up SNMP and OID monitoring to receive immediate status alerts. This prepares you to manage non-agent devices and enhance data accuracy for your reports and automations. Finally, you'll learn to Archive Assets that are no longer needed to maintain a clean and current list, preserving Technician efficiency and ensuring accurate billing. | Take the Quiz |
| 7-2 | Optimize Your Helpdesk Flow (Ticketing 103) | Now that you have a good handle of how Ticketing works in Syncro, you'll learn about other Ticket-related helpers like Worksheets and Workflows. Create reusable Ticket Worksheet templates and build standardized Ticket Workflows so you can ensure technician consistency and streamline the ticket creation process. You'll also learn how one Partner uses Ticket Tags and Automations to move work between different queues. Use this powerful example to structure your own helpdesk with focused Ticket Views, allowing you to prevent client requests from slipping through the cracks and make your service delivery as efficient as possible. | Take the Quiz |
| 7-3 |
Advance Your Financial Operations (Invoicing 103) |
Now that you have a good handle on Invoicing, you'll learn how to create and use Estimates so you can receive client approval and quickly convert quotes into Tickets or Invoices. You'll also set up and automate the sale of Prepay (Block) Hours, and learn how to process customer Deposits, issue Refunds, and use Store Credit. Finally, you'll work with Purchase Orders (POs) in an end-to-end example, which prepares you to manage client procurement needs and track inventory. This advanced training prepares Business Leaders and Billers to capture steady revenue and take full control over complex financial transactions. | Take the Quiz |
| 7-4 | Integrate Apps for Revenue Growth | Close your learning journey learning how to leverage Syncro to optimize your operations and drive business growth. You'll explore popular apps and integrations (like accounting platforms or security tools) and learn the simple steps to set up the connection. This allows you to improve operational efficiency and enhance service delivery. Crucially, you'll see how simple it is to pass charges along to your clients through our Universal Billing feature by mapping vendors and adding usage counters to recurring invoices. |
Take the Quiz |
Next Steps
If you've completed the training in this learning path and are satisfied with the results of your knowledge checks, here are the next steps you can take:
- Take the Comprehensive Test: Think you're a Syncro Expert? Take this 30 question test to confirm that.
- Give Feedback on this Training: Take 2 minutes to tell us what you think of our new training materials so we can keep improving it.
- Revisit Training Guides: Jump right back into your learning journey using our Training Guides page, which is organized by role and features direct links to useful examples, ensuring you can keep acquiring and applying new knowledge.
And finally, we hope you'll join us and be an active participant in the Syncro Community to continue growing your knowledge and helping others.