Syncro Release Day: August Edition

It’s finally here! It’s release day again here at Syncro and we are excited to share our new AI-powered Smart Ticket Management features with you.

At a Glance:

Live Now

• Smart Ticket Management
  • Smart Ticket Search – Rolling August release
  • Guided Ticket Resolution
• Managed Windows Defender
• Syncro Mobile

Coming Soon

• Ticket Collaboration Features
• Non-Billable Time Tracking

August Product Release Webinar – Signup Now!

 

Live Now!

Smart Ticket Management

Manage tickets more efficiently than ever before. Powered by AI, Smart Ticket Management intelligently routes tickets and gets the right information in front of techs, making resolving tickets easier and more efficient than ever. At launch, Smart Ticket Management includes two feature sets: Smart Ticket Search and Guided Ticket Resolution.

Click here for a deeper dive into Smart Ticket Management.

Smart Ticket Search

Smart Ticket Search goes beyond keyword-based search to let you search for tickets the way you think. Build a query with phrases, time frames, names, and more to quickly find the ticket you need with whatever you remember. Plus, Smart Ticket Search automatically finds the closest ticket to the one you are viewing and automatically displays them, letting you find relevant info without even needing to search.

Smart Ticket Search will be going live across Syncro accounts of all levels on a rolling basis through August.

Guided Ticket Resolution

Guided Ticket Resolution automatically interprets and intelligently sorts tickets into one of 47 (and growing!) different classifications, letting you trigger detailed automations to direct, respond to, or manage each ticket in the most efficient and effective way possible. Guided Ticket Resolution also assists technicians by providing resolution suggestions for some common ticket classifications, complete with helpful information such as links to drivers and documentation.

Guided Ticket resolution is available to all Syncro Team Plan users.

Managed Windows Defender

Our new Managed Microsoft Defender add-on is an affordable way to take full control of Microsoft Defender Antivirus on your Windows endpoints and keep your customers protected. Priced at $0.75/month per endpoint, this new add on helps you:

• Set and fine-tune your customer’s scan schedules, scan exclusions, and signature update schedules directly from your Syncro policies
• Get notified when threats are detected or protection engines are disabled
• Automatically run scripts, generate tickets and begin customer outreach
• Use simple 1-click bulk scans of your Defender endpoints directly from your Syncro dashboard without the need for maintaining PowerShell scripts
• Ensure your customers stay protected with Defender settings you enforce in your Syncro policies

Syncro Mobile

With ticket management, remote access, and customer communications built in, the new Syncro Mobile app gives you everything you can’t live without in the field.

• Quickly visualize and plan your schedule. Track appointments, view alerts, and chat directly with customers.
• Get full access to Syncro’s ticket management system. Add, edit, and resolve tickets. Manage time tracking, and add materials used while on the go.
• Use remote access directly in the app, letting you be in two places at once.

Click here to learn more and download Syncro Mobile, available now on Android and IOS.

Coming Soon!

Ticket Collaboration

If you want to stay informed, especially when multiple technicians are working together on one ticket, then you should consider participating in early access for our Ticket Collaboration features coming this fall.

This feature set includes additional notifications for ticket subscribers so that they can be informed when a comment has been saved, a status has been changed, if the ticket is approaching or has breached SLA, and more.

We have also added the ability to @mention other technicians as well as customer contacts in all ticket communications. A mention will trigger a new notification so that person knows that they are needed to help with the ticket.

If you are interested in giving us early feedback on this upcoming feature, please fill out this signup form.

Non-Billable Time Tracking

We are making it easy to record and track non-billable time! This feature will add a new attribute for Ticket Timer Entries in the Labor Log. You will be able to choose if Ticket Timer Entries are billable or non-billable at the ticket or contract level.

If you are interested in helping us test out this upcoming feature, please fill out this signup form.

August Product Webinar

Join our new monthly webinar series where we will discuss upcoming and recently released items, answer questions, and engage with community members and their experiences with Syncro features. If you are interested in upcoming or recently released features, have questions about the roadmap, and want a direct line to our product team, we would love to see you at our August Release Webinar on Wednesday, August 14, 10 AM PST.

Release notes

Looking for full bug fixes and back-end updates? Click here to read the full release notes.

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