Syncro's new AI-powered Smart Ticket Management Out Now. 
Syncro is launching Smart Ticket Management, a new class of AI-powered features that make routing, tracking and completing tickets easier and more efficient than previously possible.
At launch, Smart Ticket Management includes Smart Ticket Search and Guided Ticket Resolution. These tools set new industry standards for managing and resolving tickets, powered by AI that focuses on synthesizing information that helps technicians get to the right resolution without reinventing the wheel.
Syncro’s AI Approach
When we set out to supercharge Syncro’s combined RMM and PSA platform with AI, we wanted to do two things:
- Automatically retrieve and display relevant information that makes technicians faster at resolving tickets.
- Leverage AI to dramatically improve repetitive common tasks such as searching for tickets, retrieving basic information, and classifying tickets.
So let’s dive in and take a look at the two features we’ve just launched to accomplish this.
Smart Ticket Search
Smart Search helps you find the ticket you are looking for quickly, often without needing to type a single word. Smart search now appears throughout the app as a new context-aware search button. All existing search bars remain unchanged.
Search Tickets Intuitively
At its core, Smart Ticket Search is designed to understand the natural language inputs of technicians. This means that instead of relying on exact keyword matches, technicians can input descriptions using plain language, vague terms, or even just a hunch about what might be relevant. The system intelligently interprets these inputs to find the most relevant tickets, much like a Google search for your ticketing system.
For instance, a technician can type “internet connectivity issues with Lumen” or “slow server performance reported by John Doe,” and Smart Ticket Search will promptly display relevant tickets. This reduces the time spent combing through tickets and allows technicians to address issues more quickly.
Recent and Similar Tickets
Smart Ticket Search is fully context-aware, if you click the Smart Ticket Search button when you are viewing a ticket you will get Similar Tickets and Recent Tickets without having to type anything.
Recent Tickets displays the five most recent tickets submitted by the account associated with the ticket you are currently viewing.
Similar Tickets uses the same AI algorithm as search to find the most similarly related tickets to the one you are currently viewing. The three closest tickets will automatically be displayed, with the option to click to reveal more.
Enhanced Accuracy with NLP
The use of NLP is what sets Smart Ticket Search apart from a traditional search function. NLP allows the search tool to not just look for keywords but to understand the context of the search query. This context-aware searching capability ensures that the results are not just based on an exact match to words in the ticket notes, but on the relevance to the query as understood by the AI.
Tickets can often use a wide range of descriptive words for the same issue. Smart Search bridges that gap, and lets technicians search using only a fragment of the issue or with words that describe a similar issue without exactly matching the ticket description.
Security and Privacy in AI
Syncro’s Smart Ticket Search is designed with security at its core. The search algorithm operates entirely within the bounds of the Syncro platform. No ticket data leaves the platform, ensuring that all sensitive information remains secure and private.
Guided Ticket Resolution
Guided Ticket Resolution is all about giving you the tools to manage tickets more efficiently than ever.
Intelligent Ticket Classification
Guided Ticket Resolution starts by using Syncro’s AI algorithm to interpret and intelligently sort tickets into one of 47 (and growing!) different classifications.
Using a custom-trained Large Language Model (LLM), this feature analyzes the content of each ticket, determining the bucket the issues falls under. For example, a ticket mentioning “VPN connectivity issues” is automatically classified, directing it promptly to the right technical expert who specializes in network issues.
Suggested Resolution Steps
Once a ticket is classified, Guided Ticket Resolution goes one step further by suggesting potential steps to resolve the issue for the most common ticket classes. This not only speeds up the resolution process but also assists less experienced technicians by providing them a guided pathway to follow, reducing errors and enhancing learning.
For instance, if a ticket is classified as a “Printer issues” the system might suggest steps such as verifying the printer is properly plugged in, updating the driver, initiating a restart and running a test print. Suggested resolutions can also directly link to recommended scripts from the script library that can be used to resolve the issue.
Automations for Efficiency
Guided Ticket Resolution isn’t just about solving problems faster; it’s also about smarter allocation of resources.
By triggering automations and routing tickets based on their classification, MSPs can ensure that tickets are handled by the most appropriate technician right from the start. This level of automation helps in managing workload distribution and optimizing the use of technical expertise within the team.
Additionally, the feature can trigger custom automations based on the ticket classification, such as sending follow-up emails with additional instructions, updating ticket statuses, or scheduling check-ins, further reducing the manual workload on technicians.
Smart Ticket Search is rolling out through August for all Syncro users. Guided Ticket Resolution is live for all Team Plan users.
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