Powering Your MSP with Syncro Ticket Automations

Shaving off a few hours of manual labor a week, or speeding up average ticket resolution time can be the difference between achieving your efficiency and profitability goals and missing them.

At Syncro, we love helping MSPs find new ways to automate for efficiency and growth. With our recent launch of AI Ticket Classification, Syncro automations are more powerful than ever. And now, with expanded automation triggers, MSPs have a wider variety of options than ever before.

Syncro Ticket Automation Triggers

In Syncro Core Plan, users have access to time based ticket automations, which checks for the automation trigger requirements on the hour. This is great for time-based automations such as follow-ups after no activity on a ticket, alerts on breached SLAs, etc.

For Syncro Team Plan, users are given a dropdown of options. This includes the time-based automations found in core plan, plus a few options for triggering automations based on ticket property changes or ticket creation.

This drop down now lets you check for automation triggers in the following ways:

• Hourly: Checks on the hour to see if trigger requirements are met.
• Assignee ChangedChecks 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 Created: Checks for trigger requirements when a ticket is first created.
• 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.

Automations Syncro Users Love

While the opportunities for automations are endless, here are a few 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.

Looking for more opportunities for automation? Here are 13 more types of automations that are simple with Syncro.

Automations + Guided Ticket Resolution

With the introduction of Guided Ticket Resolution in August, Syncro automatically determines ticket classifications, understanding a ticket’s type without intervention. By combining this AI feature with automations, Team Plan users can now trigger detailed time saving automations. Here are a few examples of the automations Syncro users are triggering with Guided TIcket Resolution

• Attach worksheets by ticket type: Once a ticket has been received and classified, trigger an automation to attach a worksheet specific to that ticket type. By the time a technician begins working on the ticket, a relevant worksheet will be attached and ready for use.
• Automated email response: Certain types of tickets may require more information. Trigger an automated email reply requesting specific information or a specific type of follow up.
• Automatically set ticket priority by type: Often different ticket types are always higher or lower priority. Ensure that tickets with security issues or other mission critical circumstances are marked as high priority.

Syncro: Empowering MSPs to Automate

Syncro provides the features modern MSPs need, with an automation platform that combines ease of use and power to drive efficiency like no other. Our platform ties together both RMM and PSA under one roof, ensuring that you can grow your business cost-effectively and efficiently.

Click here to learn more about Syncro.

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