Syncro Release Day: September Edition

Fall is just around the corner and so are some exciting Syncro updates!

At a Glance:

• Enhanced Ticket Collaboration – Live now
• Real Time Automation Triggers – Live now
• Improved Support Contact Center – Live now
• Non-Billable Time Tracking – Coming soon!
• September Product Webinar – Sign-up now

Live Now!

Enhanced Ticket Collaboration

This new feature set enables smooth collaboration on tickets by adding additional notification options and supporting the ability to mention other techs as well as customer contacts in ticket communications.

Simply @mention other Syncro users to alert them inside ticket communications, or @mention a customer to send them a message.

Real-Time Ticket Automation – Update Triggers

This update expands trigger options for Team Plan users, adding multiple new trigger options:

• Assignee Changed
• Priority Changed
• Ticket AI Classification Changed
• Ticket Status Changed
• Ticket Tag Added

These options unlock new automation opportunities that can save a huge amount of time (especially when paired with our new Smart Ticket Management capabilities). Click here to learn more and start building better automations.

Improved Support Contact Center

Our Support Team has implemented a new contact center tool to enhance your experience. With this tool, you can reach us in the way that best suits your needs, including:

• Live Chat
• Email
• Phone
• Text

For those who would rather find answers independently, we’ve introduced an AI-powered Agent that allows you to resolve common issues on your own, anytime you need it. This self-service option is another way we’re ensuring our support is always within reach.

Our new and improved contact center experience launched on Tuesday, September 3, 2024, directly through your Syncro instance. We’re confident these enhancements will make your support experience faster and more effective. Thank you for your continued trust, and we look forward to your feedback to help us serve you even better.

Smart Ticket Search

Smart Ticket Search is in the process of being re-enabled for all accounts. Accounts that have already had the smart search button enabled will regain full access to the feature. Beginning next week, Smart Search will be rolled out for the remainder of partners who did not have previously enabled. Click here to learn more about Smart Ticket Search.

Coming soon!

Non-Billable Time Tracking

This update to Syncro’s time tracking system will add the ability to designate logged time as Billable or Non-Billable. This will help situations where you have logged time you don’t want to bill your client from stacking up in pending or having to generate a $0 invoice to clear those entries.

Early Access will be starting soon. If you haven’t already done so, click here to sign up to help us test this new functionality.

September Product Webinar

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 September Release Webinar on Wednesday September 18th at 10 AM PST.

Click here to signup

Release notes

Looking for full bug fixes and back end updates? View our full release notes here.

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