At a Glance:
- Mobile App: Improved Ticket Sorting
- Parent/Child Tickets: Child Ticket section redesign
- Reporting Quick Hits – Adding Devices with Alerts to Report Builder
- Script Access by Script Category
- NEW! Syncro Training Center
- Quality of Life Updates
- Linux Agent MVP – Coming Soon
- January Release Webinar – Sign Up Now
Live Now
Mobile App: Improved Ticket Sorting
We’ve overhauled the Ticket Section of the Mobile App to align its Sorting and Filtering capabilities closer to that of the Web App experience.
Through more robust, web-like filtering and sorting capabilities, technicians can now find the right ticket faster, leading to quicker service delivery, better time management, and an overall enhanced service experience for the end-client.
Parent/Child Tickets: Child Ticket Section Redesign
This feature introduces a redesigned summary table of Child Tickets in Parent Tickets, providing Project Managers with a customizable, at-a-glance view of the status, ownership, and financial progress of all associated Child Tickets.
By placing critical columns like Status, Assignee, Due Date, and Billable Status directly on the Parent Ticket, Project Managers gain the necessary tools to proactively manage task assignments, prioritize work, and ensure accurate project billing and timely completion, eliminating the need to drill into every single sub-task.
Reporting – Adding Top 5 Devices with Alerts to Report Builders
The top 5 devices with alerts custom report blocks enable technical leaders to provide value by demonstrating proactivity to customers. By highlighting high-risk devices alongside a clear remediation plan, you can demonstrate value, building client confidence through transparent, data-driven advocacy. This helps to ensure that every QBR is a powerful demonstration of your proactive, compliant service delivery to clients.
Script Access by Category
Enforce security and operational policies with precision. We’ve introduced the ability for global administrators to control user access to scripts by Script Category. This enhancement allows administrators to assign specific Script Categories to Security Groups, ensuring users can only add, edit, or run scripts appropriate for their role or expertise.
Now, you can categorize your scripts by required technician skill level and ensure that your junior technicians can only access scripts appropriate for their level of expertise. If you have co-managed clients, you can create script categories for each co-managed client and ensure that their users can only access the scripts applicable to their company.
New Training Center – Syncro Unleashed: Next-Generation Training
We are thrilled to announce the launch of Syncro Unleashed: From Setup to Scale, our next-generation, streamlined training program. Influenced by your feedback, this definitive resource replaces the Syncro Academy and is now hosted directly within the Syncro Documentation Center, ensuring that the training remains up-to-date and easily accessible.
The resource provides concise, practical guides for Technical and Business Leaders, alongside quick onboarding content for new Technicians. Dive in and explore the guided learning paths today.
Quality of Life Updates
API
- The Ticket Worksheet API now supports updating multiple fields in a single API call.
- The Tickets API now includes a new all_comments parameter, allowing control over whether all comments or only the initial comment are returned.
Assets
- Additional Security Group permissions are now available for Asset Custom Fields, including view, create, edit, and delete access across all customers.
- Saved asset searches now remain accessible even if a referenced policy folder has been deleted.
- Backgrounding Tools now handles Remote Desktop screen resolution changes more efficiently, reducing memory usage.
- Backgrounding Tools now exits more cleanly during Windows session changes, preventing lingering “Remote Host Not Found” errors.
- Managed Defender alerts now consistently trigger notifications when threats are detected.
- IT Glue links within Assets now function as expected.
- Assets transferred during customer organization merges now remain associated with the correct organization.
Backup
- Usage reports now handle scenarios with zero users more reliably.
Customer Organizations
- Tags added to Customer Organizations from the Edit page now save correctly.
Invoices
- Deleting line items and invoices now completes more reliably without timing out.
- Recurring Invoice table headers now display correctly.
Microsoft 365 Integration
- Baseline Rules now include additional informational context to support categorization and clarify potential organizational impact.
Mobile App
- Ticket visibility for users with limited customer access has been refined to better reflect assigned permissions.
Payments
- Successful payment confirmations in the End User Portal now complete without server errors.
Reporting
- Executive and Internal Summary Reports now support a Top 5 Devices with Alerts option in both visual and text blocks.
- Customer Sales Summary reports now display accurate balances in all cases.
- Ticket Time by Technician reports now load more reliably when larger date ranges are selected.
Scripts
- Manual, on-demand script executions now run immediately ahead of any pending scheduled scripts.
Tickets
- The system Ticket View previously labeled “All” has been renamed to All Unresolved for clarity.
- Technician dropdown lists on the Ticket Index and Ticket Details pages are now alphabetically ordered.
- Billable Time values on the Ticket Index page now update correctly based on labor log entries.
- Quick resolve tooltips now clear properly when used in rapid succession.
- Technicians can now update the Ticket View applied to the Open Ticket Dashboard without requiring global administrator access.
Other
- The Notifications slide-out panel now loads more reliably without timing out.
- Adaptive card notifications now post correctly to the Microsoft Teams mobile app.
- To improve performance when working with tickets that contain large comment histories, PowerBI integrations now pull only the initial ticket comment.
Coming Soon
Linux Agent MVP – Early Access Signup
This feature will bring near-parity RMM functionality, including robust scripting, comprehensive monitoring, alerting, and secure remote access via Splashtop, to critical Linux server environments, enabling partners to standardize monitoring, scripting, and remote support across their entire asset base.
EU Region Support in Syncro M365 Backup
Customers of Syncro M365 Backup will be able to back up their tenant data in the EU region. We will also support GDPR purge requests for individual users on all tenants.
Special January Release Webinar with CEO Michael George
Join us for our monthly webinar where we will discuss upcoming and recently released items, answer questions, and engage with community feedback. If you are interested in upcoming or recently released features, have questions about the roadmap, or just want a direct line to our product team, we would love to see you at our Release Webinar on Friday, January 9, at 10 am PST.
Release notes
Looking for full bug fixes and back-end updates? View our full release notes here.
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