Platform Roadmap

In Progress

Non-Billable Time Tracking

Enable technicians to enter time that is non-billable as part of a project or other work. Sign Up for Early Access Here.
Syncro Mobile Assets

Easily search for assets and manage them even when they are not attached to a ticket or an alert.
Windows Patching Category Optimizations

An update to how Syncro scans and generates information on available patches to ensure even more accurate reporting and automated patching.
Customer Portal Design Updates

Resdesigned navigation and cleaner overall UX design for all views.
Ticket Index Page Redesign

Easily access and pin ticket views with a convenient left-hand navigation. Editing all fields right from the index page.
Syncro Mobile – Asset Details & Scripts

Access additional Asset details such as hardware specifications, and custom field data. Execute and schedule scripts.
Ticket Sentiment*

AI powered ticket sentiment ratings so you can easily see how your customers are feeling about the support they are receiving.

On Deck

Tech Utilization Reporting

Generate reports detailing the output of all recorded time for your technicians.
Windows Patching Dashboard

A dedicated dashboard for centralized reporting and management of patches across their Windows devices.
Unified Ticket View

A unified view for technicians to easily see Assigned, Unassigned and Subscribed tickets in a unified view.
Quickbooks Online Payment

Adds support to enable partners to leverage Quickbooks Online Payment collection through Quickbooks Online’s Portal.
Network Discovery*

Easily discover new network devices and have them automatically added to your Syncro instance.

*Available on Syncro team plan

Newest Updates

Explore our newest updates that are live and ready for you to use. To view the complete Syncro release notes with more detailed information, click the button below.

RELEASE NOTES

Ticket Index Page Updates

Adds new filtering and grouping options to Ticket Views. Including Ticket Views by Customer Type, Ticket Views for all tickets with SLAs, and Ticket Views to include tickets without any Issue Type.
Customer Portal Branding Updates

Includes additional branding color options for the customer portal as well as better support for your company logo.
Real Time Ticket Automation – Update Triggers*

Build ticket automation to run actions on your tickets in real time when updates to your tickets occur, including: ticket status changes, technician assignment changes, priority changes, and when tags are added to your tickets.
Ticket Collaboration

Enables technicians to better collaborate on tickets by adding more notification options and supporting the ability to mention other techs as well as customer contacts in ticket communications.
Smart Ticket Search

Easily find information from ticket notes and data using advanced conversational search technology. Whether it’s looking for a ticket you fixed last month, or the most recent tickets you fixed for a particular customer.
Guided Ticket Resolution*

Automatically classifies tickets by type using Syncro’s specially trained AI model, enabling powerful ticket automations and recommendations for remediation steps.
Mobile App

A full redesign of the mobile app for iOS and Android for quickly and easily working on tickets and securely accessing and controlling your managed devices with Splashtop.
Managed Microsoft Defender Antivirus

Subscription add-on to take full control of Microsoft Defender Antivirus on your Syncro-managed Windows agents and stay notified when threats are detected.
Minimum Labor Time By Type

Set minimum labor time based on different situations (e.g. on-site visits, remote support).
Clickable Ticket View Metrics
Syncro now lets you drill down in Ticket Views to see more detailed information. Simply click on the metric in Ticket Views to see the tickets that contribute. Includes:
- Unassigned Tickets
- Unresolved Tickets
- Due Soon
- Stale Tickets
- Breaching SLA Soon
- Breached SLA
Default Ticket View

Breached SLA
Entra ID Sync Enhancements*

Improvements to existing Entra ID Sync functionality, including easy clearing of empty licenses and auto linking Syncro assets to Syncro contacts when Entra IDs have devices assigned to them.
Multiple Outbound Email Addresses

You can now send email from different outbound addresses, helping you separate functions (e.g. ticketing vs. billing) to improve customer communications.
Detailed Ticket Time Entries

Optionally enter start and end times when entering ticket comments.
Parent/Child Tickets

Stay better organized by creating sub-tickets that divide larger work into individual discrete steps. Use ticket views to organize all your parent and child tickets together—or hide them from your other task specific views.
Compromised Password Detection

Get alerted upon login if any passwords your team is using have been detected in a breach.
Hardware Security Keys

Use WebAuthn compliant security keys for MFA into Syncro for a more secure experience.
Multi-Customer Permissions

Keep your clients’ sensitive data confidential by easily designating which employees can access certain client records or devices.
Pause Ticket Timers

Track and bill time more easily with the ability to manually pause ticket timers.
Single Sign On

Bring your own OIDC Compliant Solution to login to Syncro via the web or mobile app.
Tags in Contacts and Automated Remediations

Extended the tagging system to include contacts and automated remediations. Whether you’re looking to tag your VIP contacts or designate an assigned technician, tags serve as an easy and flexible way for you to flag your customer contacts and set up powerful automations.
Ticket View Metrics

Gain insight into your ticket workload, performance, and priorities with a new metric panel located at the top of every ticket view.