Syncro Platform Roadmap

Automatically reports, tracks, and sends alerts on warranty status for computers from top manufacturers (Dell, HP, Lenovo, Microsoft, Toshiba). Learn More

Added support for creating, reading, updating, and deleting Contact Tags and Ticket Tags via API.

The Ticket Details page no longer refreshes or jumps down when Ticket Info attributes (Status, Priority, Assignee) are set. Fixed issue with warning about uncharged time not displaying.

Added full support for SNMPv3 for Network Discovery and SNMP Monitoring, enabling secure settings to meet security/compliance rules (HIPAA, PCI DSS, GDPR). Learn More

Introduced two new Microsoft user actions: Revoke Active Sessions and Block/Unblock User for real-time identity control directly from the Syncro portal. Learn More

Introduced Dark Mode for the Mobile App to reduce eye strain and improve visibility in low-light conditions for on-the-go technicians. Learn More

Fixed issues where remote installs via Network Discovery would fail without a domain name and where SNMP Monitors with hostnames would fail.

Fixed an issue with the Trigger Category dropdown scrolling. Removed openhardwaremonitor.sys and associated monitoring from Backgrounding Tools to enhance security and stability.

Now can configure Ticket Automations to change Issue Type. Fixed an issue where the Ticket Timer would default to billable even when set to non-billable.

Full launch of the Windows Patching Dashboard for centralized patch reporting and management, with the ability to install patches or reboot devices directly from the view. Learn More

User-centric overhaul of the time-tracking interface, simplifying navigation, allowing live note-taking while the timer runs, and streamlining the labor log. Learn More

Introduced CIS (Center for Internet Security) Baseline Essentials for Microsoft 365 as a tool to assess security posture, identify gaps, and justify additional security services. Learn More

New configuration options and a system view called “My Queue” to easily see assigned, unassigned, and subscribed tickets in one place. Learn More

Updated End User Details page with new Tickets section for viewing recent tickets and an updated Associated Assets section for streamlined asset management. Learn More

Allows technicians to use pre-written messages (Canned Responses) in the Mobile App to enhance efficiency and reduce response times. Learn More

Allows configuration and use of several outbound email domains for sending emails associated with customer organizations, increasing brand consistency and deliverability. Learn More

Integration via the Syncro Marketplace to purchase, provision, and bill for ThreatDown solutions using the Universal Billing model. Learn More

Updated the Labor Log to allow control over column width, which is saved for future sessions. Adjusted the manual Ticket Timer Entry flow to prevent blocking validation. Learn More

Fixed issues where the ‘Status’ column would not sort and where Invoices were occasionally duplicated across pages. Corrected mislabeled columns on the Recurring Invoice list.

Resolved an issue where Ticket Comments restore option wouldn’t trigger after changing Ticket Info dropdowns. Fixed an issue where Contracts would automatically apply incorrectly.

Provides a clean, structured way to retire devices from active use while maintaining historical visibility across tickets, alerts, and reports. Removes devices from billing. Learn More

Allows users to perform Microsoft Entra ID management actions (Reset Passwords, manage MFA) directly from the Syncro portal. Learn More

Enabled one-tap Click to Call, Click to Map, and Copy & Paste support for various fields.

Performance improvements to the new Ticket page. Updated Relevant Assets to search using the assigned Contact.

New dashboard providing centralized visibility into patch status, allowing users to quickly identify missing updates, verify policy application, and assess compliance. Learn More

Replaced the existing Contact tab with a new UX for End User Management, featuring enhanced search/sort/filter, and displaying associated assets. Learn More

Standardized Average First Response Time and Average Resolution Time across the platform. Added columns for individual ticket times to reports and the new Ticket page. Learn More

Fixed an issue that cleared the Assigned End User. Added Assigned End User field to Ticket Detail and Create pages. Fixed issues with alert notifications.

Improved agent installer for Windows to automatically remove previous versions.

Added Ticket Tag Field to Recurring Tickets. Fixed an issue preventing SLAs from connecting to Tickets created from Ticket Workflows.

Rebuilt sync to run hourly (instead of daily) and provides more granular control for pulling users based on Groups, Domain, Office Location, and Licenses. Learn More

Fully launched Network Discovery (Team Plan) with the ability to quickly push Syncro agents to supported discovered devices. Learn More

New integration with AutoElevate (Privileged Access Management solution) to streamline user access control (UAC) requests and technician workflows. Learn More

Added a new ticket automation action to Add Subscriber to tickets. Fixed an issue where renaming ticket statuses in Admin preferences would not update the status in Ticket Automation.

Updated Organization names in the Contract Index to be clickable links. Resolved issues with the Open Balance Report inaccuracy and recurring invoice sorting/pagination.

User-driven improvements include instant notifications for newly discovered devices, cancellation of active scans, and auto-refresh on the Discovery Profile page. Learn More

Feature allowing daily usage counts from third-party vendors (starting with Proofpoint) to be mapped to customer records and automatically used in Recurring Invoicing.

Introduced the ability to Search, Create, View, and Edit End Users from the Organization page in the Syncro Mobile App.

Added @mentions to the mobile app for collaboration and removed character limits in ticket comments. Learn More

Fixed issues where URLs in the system tray opened the Documents folder and a silent running bug. Included backend updates for the Patching dashboard.

Resolved an “Access blocked” error with SSO and fixed issues with “View Mine” permissions when billing features are disabled.

Provides detailed reports on technicians’ logged time and utilization to manage productivity and optimize workflows. Learn More

Replaces the “Invoices – Pay Online” permission with two granular options (“ACH” and “Credit Card”) to allow partners to limit customer payment methods. Learn More

Integration with Integrately, an automation platform, allowing users to connect and automate workflows between Syncro and over 1,200 other apps.

Added a non-destructive, reversible toggle to disable all billing and invoicing features for users who only need PSA functionality. Learn More

Resolved an issue causing the SLA Breaching Soon filter and metric to not calculate.

Fixed a time out error on the Open Balance report and updated Windows Update Statistics to filter by category.

Redesigned Ticket Page experience featuring a left-hand Ticket Views Panel, Color-Coded Statuses/Priorities, In-line Editing, and Ticket Groupings. Learn More

Initial beta release for Network Discovery, allowing users to find devices (workstations, servers, printers) on their network, set up profiles, and schedule scans. Learn More

Revamped the End User Portal with a clean, modern design, simple navigation, improved branding, and a better customer experience. Learn More

Added quality of life functionality: Click to Map, Click to Call, and full Copy & Paste support throughout the app. Learn More

Instituted spam filters on messages sent using Syncro’s shared account, added a new Spam Log page, and created new notifications for blocked/flagged messages.

This update included backend agent changes to prepare for an upcoming Network Discovery feature release. Additionally, it fixed a bug that caused agents running on .NET 4.6.2 to sometimes appear offline and fail to sync properly.

Resolved bugs that required a manual refresh to see new tickets and fixed display issues with Ticket Custom Fields.

An issue was fixed preventing the creation of customers with an email domain saved.

Moved the migration tools app cards (Agent Installer, Atera, Autotask, ConnectWise, Ninja) out of the App Center and into Admin Settings > RMM Settings > Migration Tools.

Allows users to click on metrics (e.g., Unassigned Tickets, Breached SLA) in Ticket Views to drill down and see the filtered list of contributing tickets. Learn More

Updated to account for Toggl’s new API, fixed an issue with QuickBooks settings, and resolved an API call issue preventing the linking of computer names to RMM alerts.

Improvements to Entra ID sync include settings to clear empty licenses when a person leaves and the ability to link Entra-created contacts directly to devices. Learn More

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. Learn More

Automatically interprets and intelligently sorts tickets into classifications. Provides resolution suggestions (links to drivers, documentation) for common classifications. Learn More

Implemented a new contact center tool that enhances support access (Live Chat, Email, Phone, Text) and introduced an

Syncro now supports up to four decimal places in the Quantity (Qty) field to accommodate minimum and incremental values set in the new Labor Time Requirements. Learn More

Resolved an issue where invoice attachments set to be public were not displaying in the customer portal.

Updated Labor Log to include “Actual Time” and updated the Minutes column to “Billable Time” to support the new Minimum Ticket Charges feature. Learn More

An affordable add-on to take full control of Microsoft Defender Antivirus on Windows endpoints, allowing policy-enforced settings, scan scheduling, and automated responses to threats. Learn More

Replaced the legacy rounding feature with abilities to give you more freedom to choose time that worked for your MSP offerings, and not to blanket cover all of your Labor Rates. Learn More

These updates delivered key quality-of-life improvements across invoicing, asset management, and general user interface functions. The Invoicing module now allows for greater precision by fixing a bug that previously prevented quantities less than 1.0 from being entered as line items, enabling inputs like 0.25. For technicians, workflow efficiency was boosted in the Scripts section, where the “Run as” field is now automatically pre-populated when selecting a favorite script from the Run Script popup on an Asset. Finally, several general usability issues were resolved, fixing frustrating problems with scrolling within various dropdown lists throughout the application, including those used for Recurring Invoices and Ticket Statuses.

These updates significantly enhanced the ticket system’s automation and workflow capabilities by expanding available triggers. The system can now reliably execute automated actions based on key changes, including when the Assignee is changed, Priority is changed, a Ticket Tag is added, the Ticket Status is changed, or the Ticket AI Classification is changed. Learn More

Added a “Billable Time” column to the Time Tracking table on the Customer Detail Report.

Rich Text Editing can now be enabled/disabled with a toggle on the Ticket Preferences page, providing additional formatting and support for embedded images when enabled. Learn More

These updates focused on improving the reliability and categorization of outbound financial and marketing communications. A critical issue was resolved where Email Campaign statistics were not updating when sent from verified email domains; the underlying integration with the mailing provider has now been fixed and all statistics have been refreshed. Additionally, the system corrected a logic error in finance-related emails, ensuring Open Invoice Reminders are now correctly sent from the mailbox assigned the “Billing” category, rather than the previously used “Support” mailbox.

These updates improved system stability, financial accuracy, and support. Performance was enhanced by making API rate limiting dynamically adjust based on user count. We resolved several issues related to system stability and communication, including auto-submitted emails triggering email loop prevention, SNMP alerts generating after being disabled, and Mac agent chat sessions timing out/disconnecting. Critical integration fixes addressed multiple RMM alerts from Bitdefender and prevented the Dropbox integration from unlinking. Finally, a financial bug was resolved where invoice quantities displayed rounded down in some locales, and support was streamlined by adding a direct chat option to the Resource Center.

The Smart Ticket Search functionality has been re-enabled for partners who previously had it, with a plan to rollout to additional partners throughout September. This feature enhances ticket management by allowing users to search for tickets using phrases, time frames, names, and more, while also automatically displaying the closest ticket to the one currently being viewed for improved context and workflow. Learn More

New mobile app focused on ticket management, remote access, customer communications, appointments, and alerts in the field. Learn More

Updates to support the upcoming Managed Microsoft Defender Antivirus integration, specifically near-real time threat detection and reporting.

This comprehensive update delivered significant quality-of-life and time-tracking improvements while enhancing the overall ticket management workflow and system stability. A major workflow enhancement now allows edits on the ticket page without a full page refresh. New features include the ability to pause ticket timers and ensuring recurring tickets correctly auto-associate assets while preventing duplicate ticket creation. Key fixes addressed time and financial accuracy, ensuring pausing SLA timers no longer results in negative values and resolving bugs that caused unexpected duration calculations for Ticket Charges. We also addressed multiple usability and display issues: ensuring the “Warn if uncharged time” setting pops up correctly, making the Labor Log conform to smaller screen resolutions, resolving problems where line breaks added through automated remediation did not display in the rich text editor, and fixing an issue where some assets did not appear in the linkable list. Finally, system stability was boosted by eliminating a 500 error when modifying views and fixing the Ticket Index view switching glitch, while multiple editor bugs were resolved, correcting issues like unexpected cursor jumps, random attachments on copied comments, and HTML display in custom fields.

These updates focused on improving email functionality, linking accuracy, and the user interface. Interface changes include adding the Admin sidebar to Mailboxes and renaming the “In Use” column to “Enabled” on the SMTP index. Critical fixes prevented email replies from merged tickets from creating new leads and resolved multiple linking errors where communications or invoice emails pointed to the wrong ticket or invoice. Finally, a formatting bug was fixed to prevent copy/pasted rich text from including light/dark mode background colors.

Resolved a Gateway timeout 504 error on the dashboard resulting from a high number of RMM alerts.

Resolved issue where Ampersand “&” was not displaying correctly on the Asset Label template.

Added the ability to optionally enter starting and ending times directly to a Ticket when entering comments, with the flexibility to set the entry to any date. Learn More

These updates improved system efficiency and email integration stability, particularly for Microsoft services. A key workflow enhancement now pre-populates the “Run as” field for favorite scripts on the Asset Show page. Critical fixes resolved bugs with O365 appointment sync and SMTP authentication. Performance was optimized by addressing rate limiting on the Tickets index page. Finally, email fixes resolved an outbound message truncation bug and corrected an address mismatch in the invoice ‘from’ field.

Resolved issues with contact titles disappearing from the contact page and pagination style issues with customer contacts.

Expanded Single Customer Permission Groups to allow users to include more than one customer record to a group with the same ability to customize permissions. (Duplicate of April feature) Learn More

Allows more than a single Outbound Email address from Syncro (e.g., Support@, Billing@). Adds support for Microsoft’s Graph API authentication and unique SMTP connections per mailbox. Learn More

Expanded Single Customer Permission Groups to allow users to include more than one customer record to a group to customize permissions for specific client records or devices. Learn More

Resolved an issue with inventory not returning when deleting an ad-hoc bundle. Added full support for Microsoft Core fonts in customizable PDF Templates.

Resolved a 500 error when searching customers in QuickBooks external mapping page and an issue with blank space following the customer name in the Invoice Tab.

Added BYO SMTP Microsoft OAuth2 support.

These updates significantly improved ticket creation workflow and data integrity. Key fixes ensured recurring tickets correctly auto-associate assets and prevented the “Create ticket” button from generating duplicates. Usability was enhanced by resolving a glitch where the Ticket Index incorrectly switched views and by ensuring non-modifiable ticket views look correct. Finally, a formatting bug was fixed to prevent the {{ticket_custom_fields}} tag from displaying raw HTML, and timeclock punch permissions were updated for non-admins.

Added Acronis offerings/pricing and additional Bitdefender SKUs.

Time blocked on the calendar is reflecting back to show week before as unavailable in the booking module

Resolved issues with leads domain names cutting short, SMS message duplication, and mailbox dark mode.

Notifies you if anyone in your MSP environment is using a Syncro Login password that has appeared in a data breach. Learn More

Adds Contact Tags to customer contacts. When used with Ticket Automation, it allows for more powerful automations like automatically assigning incoming tickets based on the contact’s tags. Learn More

Special character “—” is now allowed in time to response/resolution fields in SLAs.

Resolved issue with “EAM install pending” showing on assets’ overview page even through on Antivirus tab and Logs show EAM as installed

Resolved issue where an “All Day” Appointment spanning two days showed up as three days.

Resolved issues with adding multiple upsells in the UI and searching for products using the “Enter” key.

Resolved error where Syncro Dashboard metric displays code on Chrome and Firefox with some preferred languages configured in browser.

Added the ability to optionally enter starting and ending times when entering ticket comments, with the flexibility to backdate the entry. Learn More

Allows the use of a physical device (U2F-supported, like Yubikey) as a second authentication factor for enhanced security and protection against phishing. Learn More

Resolved a 504 error on a specific customer with a large number of contacts and fixed an issue with contact titles disappearing from the contact page.

These updates significantly improved system stability, integration health, and user interface consistency. We resolved a critical fix that eliminated the MSP360 integration failure and the associated 504 errors, while also correcting a dead link in the IT Glue integration. UI and documentation issues were addressed by fixing an IP error when accessing or creating new documents and correcting a visual glitch where the outbound dropdown split. Cross-platform usability was enhanced by fixing the Command + Left click shortcut for opening new tabs on macOS browsers, and the mailboxes dark mode display was corrected. Finally, we cleaned up the interface and system stability by removing the unnecessary DejaVoo button and resolving a system-wide bug where the two-panel multiselect feature caused unintended application disruptions.

The system updates resolved critical issues in financial accuracy and QBO integration. Key fixes addressed Serialized Products failing to sync automatically to QBO and eliminated a false $5 per month billing error on Recurring Invoices for remote access. We also improved reporting functionality by enabling Invoice Index sorting and preventing HTML tags from appearing in exported CSV comments. Finally, we enhanced API and user experience by adding the Invoice Name API Field to the Invoices GET call and including a confirmation pop-up on Subscription Payment and Update pages.

Resolved issue with control clicking on “search all the things” results opening two tabs

These updates exclusively fixed multiple critical issues within the Splashtop Remote Access integration, primarily related to billing and reporting accuracy. Fixes resolved cases where users were incorrectly billed for remote access (e.g., when it was disabled, when charges didn’t match reports, or when billed for ghost users). Additionally, reporting was corrected to prevent the misidentification of customers with disabled remote access, and a usability fix was added for the Splashtop SOS Access Code format.

These updates focused on stabilizing SMS communication and improving mobile/editor functionality. Key fixes addressed two SMS bugs: preventing duplicate messages from canned responses and ensuring the Initial Issue SMS sends correctly from the self-service widget. Mobile usability was improved by fixing the “restore” button for iPad users, while editor fixes corrected issues with erased bullet points and ensured hyperlinks retained their URLs in the Microsoft Edge browser.

These updates comprehensively improved system reporting functionality, accuracy, and performance. We resolved several critical reporting issues, including the Aging Invoice report showing no results, the Daily Invoices Report CSV missing the NET Column (and restoring the missing total column after a recent format update), and 504 Gateway Timeout errors when running the Inventory Changes Report and the Pending Ticket Charge report. Stability was significantly boosted by resolving critical errors like the 404 Error on the Executive Summary report and a 500 error in the Vulnerable Systems Report. Additionally, we addressed data issues such as missing locations on the Invoice Aging report CSV and a configuration bug that prevented adding customers to scheduled reports. Finally, new features were added to enhance data visibility, including an Asset Saved Search to the Missing Patches Report and the Labor Rate to the Ticket Time Report.

Resolved issue where Dropdown Script Variables failed to pass to scripts when run in Automated Remediation actions.

Resolved issue with notifications not clearing after clicking ‘Dismiss All’ and
Resolved issue with fix tech notification emails not coming from the authenticated sender

Allows users to pause ticket timers, preventing the need to stop and restart, which creates a single entry and reduces line items on bills. Learn More

These updates significantly enhance system security by focusing on user authentication and control. We’ve introduced major security improvements, including Compromised Password Detection within login settings to alert users if their credentials have been exposed elsewhere, and enabled full support for using hardware security keys (like YubiKey or Titan Key) as a highly secure option for Multi-Factor Authentication (MFA). To improve administrative control, we added security groups to the customer show page for quick reference while removing the option to bulk manage security groups on the customer index to prevent accidental mass changes.

Globally rolled out SSO with OpenID Connect to all accounts, providing an authentication option to streamline access and security. Learn More

A new metric panel at the top of every Ticket View to capture critical ticket counts, as well as average first response and resolution times. Learn More

This comprehensive update significantly improved the ticket system’s workflow, efficiency, and user experience across multiple areas. New features enhance visibility and control, including the ability to pause ticket timers, adding Ticket Tags to Automated Remediations, incorporating Ticket Worksheets into the index view, and adding Date/Duration fields to ticket communications. We resolved several critical workflow and communication issues, such as fixing duplicate auto-responders and unwanted ticket creation emails, resolving ticket communication duplication, and correcting a bug where tools opened in the wrong tab. User Experience (UX) fixes addressed multiple issues within the rich-text editor, resolving bugs related to copy/paste, cursor jumping, broken link formatting, and a line jump issue in Safari, while also correcting a bug where copying comments added random attachments. Key bug fixes also enhanced internal management by adding a clear way to un-assign a default view, resolving the “Hidden Comment” notification error, correcting the display of the recurring ticket description field, and fixing an issue with Relevant Assets linking incorrectly. Finally, stability and reporting were restored by eliminating a 500 error when modifying views and ensuring reporting accuracy for the Ticket Efficiency reports.

Unable to Add Entries on a Stock Take Created from a Stock Take List with a Large Inventory Count

Allows Ticket Tags to be added as part of Automated Remediation, enabling automated tagging of tickets that have run through automations. Learn More

Resolved a blank space in the top nav, a search issue on a contact page, a Dropbox token issue, and hid the ability to add more Dejavoo devices.

Ensures that messages come directly from the MSPs address rather than showing as sent from Syncro, which can reduce the likelihood of being flagged as spam. Learn More