Hey everyone,

Another day, another set of Syncro updates! Read on to find out more about what we’ve been working on over the last three weeks:


    1. Ticket Worksheets: Check out the latest updates we’ve made to Ticket Worksheets here and here. Here’s a quick summary of each:
        • Ticket Worksheets now appear in their own section within the Ticket Overview page, as opposed to being in a separate tab as they were before.
        • Ad Hoc Worksheets: Ad Hoc Worksheets are a brand new feature within Ticket Worksheets which allow you to create customizable Worksheets on the fly within a Ticket Details page.
        • Worksheets in Portal: We’ve added the ability to show public Ticket Worksheets within Tickets that appear in the Customer Portal.
        • Required Worksheets: You now have the ability to make Ticket Worksheets required to be completed by your techs.

        • Security Settings: We’ve added new security settings for Ad Hoc Worksheets, creating/editing/deleting Worksheets, etc.
        • Printing Worksheets: Worksheets now have a nice print view.

    2. Ticket Splitting: We’ve added the ability for you to split Tickets from a comment using the actions menu, so you can instantly create new Tickets from existing Tickets when you deem necessary! To find out more, view our blog post here.
    3. Ticket Communications: We’ve made a couple of key updates to email communication within Tickets, such as:
        • Adjusted the default email subject to use the Ticket subject instead of a generated subject with the account name.
        • Custom Ticket email subjects: You can now use the Ticket and/or Customer template tags in Ticket Communication subjects.
        • We added a new template tag, {{ticket_public_comments_for_email}}, which will show the email thread history so your Customers understand what Ticket is associated with the communication.
        • We’ve added a new setting to disable a tech’s name from appearing in the Ticket email communication header. Please note that this will not affect other areas where the tech’s name is being used. Head to Settings > Ticket Preferences > Advanced to adjust.
        • To find out more, read our post here.
    4.  Mailbox: Mailboxes can now automatically assign a Ticket Status and/or Issue Type, in addition to assigning to a technician, when Tickets are created from inbound emails. More information in our blog post here.
    5. Customer Portal Security: We’ve added a new security setting to control whether access to the Customer Portal is blocked when there is an unclaimed portal invitation. This is turned off by default, meaning Customers who have not set a password can still access the Portal, and can be adjusted to the previous default version via your Customer Settings. More information in our blog post here.
    6. Ticket Automations and Remediation: We now use your account sender email instead of “noreply” as the sender, so if a Customer replies to an email, your automations can appropriately create a Lead or Ticket.
    7. Ticket Timer Entries: Now you can automatically “round up” your ticket timer entries to the nearest 5, 15, 30, or 60 minutes. Head to Settings > Tickets Settings > Advanced to find it.
    8. Assets CSV Export: We’ve added “Customer Name” to the Assets CSV exports.
    9. Ticket Communication Replies: Now, when a Customer/Lead replies to a Ticket, we’ll show you their email address, so you can tell when it was a cc’d Contact vs the main Contact.
    10. Search all the Things: We now show price again for Products!
    11. Payment Profiles: We’ve made the expiration date and the cc-last-4 editable in the Customer Detail page.
    12. File Upload: We now allow larger file uploads in most places, from 12MB to 20MB.
    13. Asset Quick View Modal: Secret (encrypted) fields now work properly in the Asset Quick View Modal.
    14. Policy Script Scheduling: You can now pick a day of the week and/or time of day to run scripts when using the Policy to schedule scripts.
    15. Bug Fix: RMM Alerts becoming a Ticket will now no longer email out the initial issue. That was a bug – and we fixed it!
    16. Bug Fix: We fixed an issue where Emsisoft licenses were not applying to servers.
    17. Bug Fix: We added a banner for Internet Explorer users to use Chrome or Firefox with Syncro Live.
    18. Bug Fix: We fixed an issue where the Syncro System Tray icon was missing on some devices.
    19. Bug Fix: Open invoice reminders are working properly now.