Syncro August 2026 Release Webinar: MCP Server, Ticket Dispatch, Guided Resolution, and More

Welcome

Dee Zepf: Hey everyone, we’re going to get started in just a couple of minutes. Kristen and I will be joining you, so hang tight and we’ll get started soon.

Dee Zepf: All right, we’ve given folks a couple minutes, and maybe people will join us after. As always, we will record the session and post it for anyone who missed it or has to miss parts of it.

Dee Zepf: So welcome, everyone. Hopefully most of you know me by now. My name is Dee, and I am joined today by Kristen. The two of us will walk you through everything that’s been new for August as part of our releases. We’re also going to talk about Early Access features and things that we’re putting out there for you all to test out. And then we will cover any updates to the roadmap as well.

Dee Zepf: We’re always going to make room for Q&A at the end, so please feel free to ask questions as they come up. As a reminder, please use that Q&A inside of Zoom and not the chat, just so we have a shot at trying to answer as many questions as possible. The Q&A just really makes that so much easier for us to track and make sure we get you the answers you want.

Dee Zepf: So with that, let’s jump in to what’s new and what’s been released since we last spoke last month.

Released This Month

Dee Zepf: So first thing I want to talk about is the Syncro MCP server. Many of you probably saw that we launched this already. We talked about it last month on the webinar. The Syncro MCP server is now listed as a connector inside of Claude, as well as available in the major MCP registries. For folks, you can use the MCP whether you’re on the core plan or the Team plan, it doesn’t matter.

Dee Zepf: Those of you that aren’t familiar, let me do a quick introduction to the MCP. And so basically, for anyone that’s using AI tools on a regular basis, the MCP is going to let you access Syncro from inside that tool, whether it’s Claude or Copilot or ChatGPT, whatever your tool of choice is. And the MCP is going to let you essentially talk to Syncro and talk to tickets, billing, alerts, assets, appointments in plain language right from inside those AI tools.

Dee Zepf: You’re still authenticated securely. We use OAuth for authentication, so it’s all set up the same exact way as your Syncro permissions are set up. So if you don’t have access to something in Syncro, you don’t have access to do that in the MCP. Pretty straightforward.

Dee Zepf: I did want to start with a quick demo on this one since I do think that seeing it in action is important. So let me set the stage. Let’s pretend I just came back from an onsite. I was with a client called Green Valley Farm, and I noticed that one of their assets had absolutely nothing documented in Hudu, which is our documentation system. You could use any documentation system. Hudu has an MCP server, so I chose it for this example.

Dee Zepf: I want to create an audit so that I can make sure that every asset that I have is fully documented inside of Hudu, so I don’t run into any more surprises.

Dee Zepf: So this is just an example, but you can see the prompt I have, which is using MCP calls. I want you to look across all of the Syncro assets from this client, Green Valley Farm, and I want you to compare it against what’s documented in Hudu. I want you to create an artifact for it. In a real world scenario, you’d probably have a longer prompt here, but I’m saying this is a demo. I want you to use the real format for the Hudu calls, and then provide realistic data, and I want you to use the actual Syncro MCP. Just a quick way for me to get this up and running.

Dee Zepf: So now Claude is off working on this request. It’s calling out to Syncro, it’s connecting with the Syncro tooling, it’s going to pull the list of customer organizations in, it’s going to find Green Valley Farm. It’s going to get the assets from Green Valley Farm and then compare them against what’s in Hudu and create a full artifact for me.

Dee Zepf: So now you can see I have this nice artifact. It lists all of my assets in the left hand column. It lists the type and it shows me if there’s a match or if anything is mismatched or anything is missing.

Dee Zepf: I can obviously have Claude format this any way I want. It can also be something that I save and I persist if I want to look at it frequently and do regular checks. If you haven’t used Claude before, artifacts like this are a pretty nice way to get persistent dashboards. They can be automatically updated and shared.

Dee Zepf: So here I can see that one of the assets, Patty’s PC, is missing some information. So now I can jump back into the prompt and ask Claude to backfill that information in Syncro. So I’m like, great, can you backfill this information into Syncro, the serial number and owner? And so it goes out to Syncro once again, gets the right tools, finds the right asset. Here it’s going to ask me for permission. Do I want it to actually update that asset? I give it permission, and Claude goes and appropriately updates that asset for me, after it thinks about it for just a couple of seconds.

Dee Zepf: Great. So hopefully that helped to bring it to life for you a little bit. I think sometimes visualizing it, if you haven’t seen it before, is helpful.

Dee Zepf: There are so many different use cases for the MCP. Here are a couple examples that we have. So one is creating an urgent ticket. So you get a phone call, you’re on the road, or you’re someplace else, a customer calls in and you know they have an urgent issue, and you either need to escalate an existing ticket or create a brand new ticket on the fly. All you need to do is talk to your tool. You can even talk to your tool right in your phone if you already do that using voice and say, create me a ticket. You can do it all hands free and just talk to Syncro and get a ticket created on the fly.

Dee Zepf: You can also log time on the fly, or maybe if you’re on site working on an issue and someone else comes up to you and asks you a question, you can create a ticket for them without breaking context of what you’re currently doing. You can also do things like I did in that last example where you connect data from across different systems, maybe to prepare for a QBR. Maybe you want to get data from a few different systems. And so you can do so many things. I think the use cases are endless. I’m really excited to see where people take this and what type of things they build.

Dee Zepf: So the MCP itself comes with over 40 tools. It covers tickets, customer organizations, assets, appointments, alerts, products, invoices, and search. We’re going to continue to add more, and we’re enhancing the API as well. So definitely give us feedback on this. You can use in-product feedback. We’d love to hear what you’re building, if you have recommendations or suggestions for types of things you’d like us to add to make this even more valuable for you.

Dee Zepf: Today we have the ability to read from Syncro, to create new things in Syncro, and to update. The permissions, as I said, it’s all OAuth, so it’s using your same Syncro permissions. And then inside of your AI tool of choice, it’s likely that you will also set up how you like to operate. Do you want to always get a confirmation on a write or an update? Those things typically vary by tool, and you can figure out how you want to configure it so that you have control over when things get updated. We don’t currently offer any delete capability coming out of the MCP.

Dee Zepf: So how do you actually find it, install it, and connect it? If you’re using Claude, it’s right inside the connector directory. So just go to connectors and type Syncro and it will be there. It’s also in the official MCP registry. Or you can grab the URL for the MCP right out of our Doc Center. If you go into the Doc Center, we have a Model Context Protocol area. It has both how to install it and other resources that’ll be helpful for you. So basically, once you install it, you sign in with OAuth, it’s going to confirm who you are, and then you’re off to the races.

Dee Zepf: Where does it connect? We talked about this a bit, but it can go into your chat assistant, it can head into developer tools like Cursor. You can plug it into automation tools like n8n, and then you can also plug it in and connect it using whether you’re using a Databricks or something else that’s also MCP enabled.

Dee Zepf: And then kind of getting started, we have provided a prompt library in the Doc Center for you. In there we have maybe a dozen or more prompts. I should know how many, but I don’t. So there’s a bunch of prompts in the Doc Center for you, and you can use them either as examples that you run or as a great starting place to move forward.

Dee Zepf: We are also adding, coming soon, we’re going to have a Claude plugin that will have some pre-built skills in it. The plugin, I think you’ll be able to also access those skills and use them in other tools, but the plugin itself is a Claude-specific plugin. And we’ve collaborated with someone building this that many of you know, Jasper Gruel from ROI Technologies has been working with us on this.

Dee Zepf: And we’ve created four skills. I think we’re adding more. And like I said, this will be coming soon, but one of them is prepping for an on-site visit. And we have a simple version of this, I think, in our prompt library, and this is a much more built out version of that. And so it’s really just looking across your client site to see what are all the things that might need to be addressed when I go on site. So you don’t have to send someone out twice or run into a buzzsaw when you walk into a room and you have no idea what’s been happening inside the organization.

Dee Zepf: We’re also creating a ticket research assistant to help you figure out what steps to take on solving for a ticket. And we’ve created a nice Doc Center skill, so you can easily query how things work in Syncro.

Dee Zepf: We are also going to be running a workshop on this, a Power Hour. For those of you that remember, we had some Power Hours in the past, and so we’re going to bring back a Power Hour for the MCP. So you can see it all in action. You get some tips and tricks and good takeaways. Much more to come on that soon. We’re just getting that scheduled.

Dee Zepf: All right, that’s good on MCP. I’m going to switch gears a little bit and talk about some other features that we released in the month of August.

Dee Zepf: So we updated the calendar so that sync is working much more reliably. So both Google and Microsoft calendars, we now sync all of your historical events, your pre-existing recurring appointments, one year into the past, two years into the future. Your out of office is going to display differently, your working hours and non-working hours are going to display. Your free and work location blocks also are now bordered, and so the whole thing will just be a lot easier to consume. And we’ve included a last sync indicator as well, so you can understand how fresh that data is.

Dee Zepf: This will not only help folks working in the calendar, but we’re also using this to inform something that Kristen’s going to talk about in a few minutes, which is our ticket dispatch capability. And so we made some improvements to the calendar, both to help folks that are in there working with it as well as to improve on dispatch.

Dee Zepf: All right. And then ticket status ordering. So you can now order your ticket queue when you’re looking at your views by urgency. And so you can grab whichever statuses you want to see and you can move them to the top. So for example, if you really want New and Customer Reply to be at the top of that list, you can just drag them in any order you want. Just a nice little quality of life feature that we’ve heard a lot of feedback on, and we’re hoping it just makes working with tickets a little bit easier for folks.

Dee Zepf: With that, let me hand it over to Kristen.

Kristen Costagliola: Thank you, Dee. Also released this month is our Mac native ARM support. So thank you to everyone that participated in Early Access as we rolled this out. We’ve made some really big improvements on the Mac agent side around stability. It’s really one full universal agent for both the Intel and the M series Mac.

Kristen Costagliola: This is an upgrade across the board of just improving that software. You’ll see more reliable check-ins, the online status reporting, and native monitoring for the Apple Silicon devices. So it’s a big step up there. Again, everyone that participated in Early Access, your feedback was really, really helpful on this, and this is rolling out to everyone across any Mac agents across the platform.

Kristen Costagliola: What you will see in this is if you have an older Mac, you may have to update your Splashtop permissions. It is a one-time change that we will do for that, but it really shouldn’t impact very many of you. And I think a lot of people we actually tackled with Early Access. This will not impact any of your Syncro working, but it will impact you seeing the icon, like the screen icon, if you have that set up on your asset. So there’s a few minor things that you’ll need to go in and update permissions. Thank you, Apple, for all of the permission gating that you do, but once that’s set, you’ll be able to have that going forward. So again, that’s only for some older Macs. I don’t think tons of you are impacted, but if you are, just keep an eye out for that.

Kristen Costagliola: Also released, we have a couple of smaller things that I am really excited about. You now can use script execution via the public API. So I know this has been a big ask from a lot of people, especially people using some of those integration software, but just anyone that’s building things out, now you’ll be able to trigger scripts that you want specifically through the API. You can use custom variables. It’s using our standard REST API and everything that is run is logged properly under the assets, the Scripts tab. So you’ll be able to see that, you can monitor it, you can check how the runs are going. And in the future you’ll see a lot of these things continue to expand as we update our API. You’ll see improvements on the MCP as well.

Kristen Costagliola: Also, we have been tackling a number of permissions kind of slowly over time. We’ve heard from a lot of you to take things out of the global admin only permissions. And so this is one area in that. We set up a special permission for billing managers, or for anyone who you might know that needs to resync with QuickBooks or Xero. So you can now set up that exact permission and give it within that security group so that you don’t have to have those users have global admin access. You’ll be able to allow them to trigger the resyncs to QuickBooks and Xero, and they can also onboard new partners. You can do all of your different pieces with your billing specialist.

Kristen Costagliola: So really excited for that small change, and like I said, we’re going to continue to do those changes. So if you see areas where you need global admin, please feel free to write in using the product feedback and let us know so we can make those changes.

Open Beta: Automated Ticket Triage and Dispatch

Kristen Costagliola: And all of this in addition to a bunch of different pieces. So up next, in Open Beta, we have moved our automated ticket triage and dispatch into Open Beta. And what that means is that it is available for everyone that’s on the Team plan now. We are not keeping it in Early Access. We have made it through Early Access. We feel really confident about it, and we’re bringing it out to everyone to trial and to play with.

Kristen Costagliola: So what is our automated ticket triage? This is our ticket dispatch with no setup required, so I want to make sure that that’s clear. I think there’s been a lot of questions around, well, how does it work? What happens? And the amazing thing about this is that you get to choose to turn our triage and dispatch on, and what we will do is we will suggest or assign the priority and the assignee for tickets as it comes in.

Kristen Costagliola: This is built using your ticket history, so what we do when you turn this on, we look back over your past tickets to see where your technicians have been working and the categories of tickets that they work, or the customers that they work really well with, or the VIP and a number of different pieces so that we can best match your technicians to the tickets as they come in in the future.

Kristen Costagliola: You get to choose whether you want us to suggest it in light gray and you can just one click to confirm those suggestions, or you can choose to auto-assign the values of priority or assignee. And that’s really up to you. You get to choose those different things, and you can choose them on a one off alternate basis. But again, there’s no setup required. You go into your AI settings, you turn this on.

Kristen Costagliola: If we can go to the next slide, please. You go into the settings, you just turn it on, and then this is how it will actually work. When a ticket comes in, we start the triage of that ticket. And so what we use is all of the information in the ticket as it’s created, the subject, the description. There’s no intervention required of this. This happens automatically, regardless of if it’s suggested or auto assign.

Kristen Costagliola: We then look at a number of different signals, including the type, the classification, the urgency, whether it was a VIP customer or an individual, the impact, like what is the blast radius, and we end up calculating out a priority out of that. So the priority is calculated to tell you whether this is an urgent ticket or how you need to handle it. Security tickets, there are different categories that have higher weights. So for instance, security is weighted highly to give you a much more urgent response.

Kristen Costagliola: And then at the end, we assign the ticket. So we use a number of different pieces to assign the ticket, including that calendar sync that Dee talked about. Highly recommend if you don’t have that set up, that will be a really nice feed-in to this.

Kristen Costagliola: So we’ll look at eligibility. You get to control if you want your users to be available to be dispatched tickets or not. Let’s say you have a billing person, or you as the owner, you don’t want to be dispatched tickets. Typically, you might just want to pick them up. You can turn all of them off. And then we’ll look at the skill score, like the prior work and all of the tickets that they’ve completed. We’ll look at the customers that they’ve worked with. We’ll look at their calendar to see if they’re available, and then we’ll understand their workload, how many tickets do they have, and then we’ll either suggest or auto-assign the tickets.

Kristen Costagliola: As you use this dispatch over time, if you change the assignees, if you change the priorities, if you change things, this will auto feed back into our models and retrain the system so that it knows better going forward. So let’s say you have a new hire. They have no history, you’re bringing a new technician up to speed. If you start to assign them tickets, we’ll start to understand what tickets they might need to pick up over time, and you’ll see that happen relatively quickly, but you may need to do some of those changes.

Kristen Costagliola: All right, let’s go to the next slide there. So you can either have it in suggest mode or assign mode. And even in assign mode, you can change. These are the fields that are on your tickets, the priority and the assignee, so you can choose if you want to change them after the fact, and like I said, that will auto-flow back into the model.

Kristen Costagliola: And we have them set up differently. Let’s say that you want to make sure that priority, you feel better about us auto-assigning priority off the bat. You could have us auto-assign priority as itself and maybe only suggest the technician, or maybe disable the technician, you don’t want us to suggest them at all.

Kristen Costagliola: So if there are suggestions, they will show a little bit lighter gray until you’ve approved it with one click or overwritten. And otherwise, if we auto-assign them, you have it set up to auto-assign, you’ll see that that flows through the normal flow, and then you’ll see an icon next to the priority and next to the assignee to say that we did make that choice for you, it wasn’t something that was set up by your tech.

Kristen Costagliola: Again, this is something that you just turn on, and we will learn from your system, and we will change as we go. So please check it out. This is not something that is on by default, so unlike ticket summarization, which is on by default, it’s just set up in your account for everyone in Team plan. This is something that you do need to go in and enable, and it takes our model a bit of time. I think we say about 24 hours to make sure that we go through and learn all of your past technicians and understand their skill sets.

Kristen Costagliola: So I would love for all of you to turn this on, and we’d love to get your feedback. Again, it’s in Open Beta, it’s available for absolutely everyone on Team, and we’re excited to hear what you think about it.

Early Access and Coming Soon

Kristen Costagliola: All right. Now we are going to move into our Early Access section and things coming soon. And this first feature I’m really excited to talk about is guided ticket resolution. And I’ll go into all of the details, but I thought for a start, what we would do is we would show a quick demo, because I think it makes sense to see it in action, and then we’ll talk about all the details.

Kristen Costagliola (recorded demo): Hey everyone, I wanted to show you our new guided ticket resolution here in Syncro that just went into Early Access. I’m really excited about this new feature, and I think you are all going to enjoy it just as much as me. So as you can see here, I have a list of alerts, one including a low hard drive space that was triggered from one of my assets. What I’m going to do is look at this alert, and then I’m going to create a ticket based on this alert.

Kristen Costagliola (recorded demo): You’ll see we have a new pop-out window here on the ticket detail page that is for our guided resolution. What’s happening right now is it is looking at the category and investigating the ticket to see if we have a solution and a resolution for this ticket. As you can see, we can see that this ticket belongs in the low disk space category, and what we’re suggesting is to run diagnostics on this agent.

Kristen Costagliola (recorded demo): The diagnostics is a specific script, and you can see that because we have this agent from the alert, the asset, it’s automatically selected. But you can also select a different target, or if you didn’t have that, you’d be able to select the asset of your choice. I’m going to choose to approve to run this script, this diagnostic script. And you can see we have a direct link to the script here, which shows you exactly what would be running. It’s going to run a low disk space check to see drive usage and largest space consumers. So this is going to queue up that script for that actual asset.

Kristen Costagliola (recorded demo): And you’ll see here in our private notes that we’ve added a note specifically on the user and the fact that we’ve queued that exact script for this asset. You’ll also see, as soon as we have a refresh, we’ll be able to see the updates within our ticket. So we’ll review. This means that the script was queued, the diagnostics were completed, and here are the output of that diagnostic script. So you can see that it was completed successfully, you can get all of the information, you can see the free space, you can get a bunch of information about the different folders and all of the details. So this will give you and your techs a lot more detail about what will be happening.

Kristen Costagliola (recorded demo): And now we’re suggesting that you can run the cleanup disk space script, and so I can decline or approve it. If I choose to approve it, it will auto-get queued, and again, the results will appear in the ticket comments. We’ll add another comment just to say that we’ve queued up this script to run, again, for that asset.

Kristen Costagliola (recorded demo): You’ll also see that we have the option to mark the ticket as resolved if this script finishes successfully. We also can reject if you wanted to do other updates, but you can see it’s already updated. This script already completed, and it was completed successfully, so now we’re just asking if you want to mark the ticket as resolved. You can see that before our cleanup, we had about 19 gigabytes free. You can see exactly what it went through and you can see that it removed a lot of temporary files and now we have 93 gigabytes free on the machine.

Kristen Costagliola (recorded demo): So I’m going to mark it approved to say that we can resolve this ticket. We don’t need to do anything else for it, and then you will auto-have that ticket resolved. So that is our guided ticket resolution, and I hope you’ll check it out.

Kristen Costagliola: All right, sorry for my volume. This is what I get for recording my demos when my kids are sleeping at night and trying not to totally wake them up. So hopefully you at least could see the ticket screen.

Kristen Costagliola: Again, the new feature that’s added here is that anytime a ticket is created, we run it through a categorization to determine if it meets specific criteria and is hitting a category for a guided resolution that we have, and we have a new pop out on the ticket detail screen that will walk you through very clear pieces.

Kristen Costagliola: There is a number of guided resolutions that you’ll be able to do automatically within this system in Early Access, and we expect that there will be a number of others as we continue to add on and improve this. You’ll be able to do all of the XMM-related features, so you’ll be able to handle password resets, you’ll be able to lock down accounts, you’ll be able to revoke passwords. You also will be able to clean up low disk space or vague “computer is slow” tickets.

Kristen Costagliola: Our diagnostics, we’re really excited about the diagnostic scripts, and I hope that all of you end up checking it out, because I think it’s going to provide a lot of value to your technicians, even if they just run the diagnostic script to see what the feedback is from the asset. So you’d be able to automatically set up the asset directly from that ticket, no matter what it is, even if it’s linked or if it’s not linked. You’ll be able to select the target, and it will give you back all the details in your private notes, so that your technicians will be able to diagnose things closer.

Kristen Costagliola: All of the things are approved by your technician, so we are not doing any of these things automatically, for starters. We wanted to make sure that there is always a human in the loop, and you’ll be able to look at every single script that is going to be run. You can check it out there in the Community Script Library, so you can make sure that you feel confident about it. Or they’re an action that’s specifically within the platform, like I said, if you have XMM set up and have your Microsoft syncing. You’ll also get the full audit trail, so if you as the owner are coming in to see, you’ll be able to see exactly what your technicians have been doing within the guided ticket resolution.

Kristen Costagliola: You at any point can choose to reject any of the things, so if you do not want to take action, you don’t have to have the guided ticket resolution as a flyout. You can choose also to reject, to not move forward on any of the pieces.

Kristen Costagliola: But really, the resolution starts the second the ticket is created, similar to triage. You’ll look at the subject, you’ll look at the description. You don’t have to set up anything, you don’t have to auto do anything along those lines. We then have our remediation scripts that we have curated that you’ll be able to suggest to do. It will go back into the ticket, and then you’ll have everything logged.

Kristen Costagliola: This is in Early Access today. We will make sure we put the sign up in the chat here. We’d love for people to sign up. This will be on the Team plan, but this is something that will be automatically on as you sign up for it. So really, really excited about that one and for everyone to join and to get your feedback on all of the pieces that are there. There’s also a number of enhancements that you’ll see throughout Early Access.

Kristen Costagliola: All right, the other things in Early Access. Let’s talk about some of the other stuff. First up is native ThreatDown policy deployment. So any of you that are using ThreatDown within our system, and especially any that have purchased it through our marketplace, you’ll now be able to deploy ThreatDown natively within your policies. You won’t have to copy and do it manually with scripting, and you’ll be able to make sure that it keeps up to date with no drift. So really looking forward to this one, and having anyone who’s using ThreatDown is just such a nice add to be able to do it automatically within the system.

Kristen Costagliola: You’ll also have, it’ll be a full bidirectional policy sync. So if you change something in ThreatDown’s console, that will automatically sync the change over to Syncro, and then vice versa. So in addition to all of our other antivirus providers and EDRs that we have, ThreatDown now is in that list for ones that you can use.

Roadmap

Dee Zepf: All right, I think next up is roadmap changes. And so I can take it from here and talk a little bit about roadmap, just to touch on our themes for the year. I think everyone has seen this a bunch. It’s automation, it’s security, and it’s quality and simplicity. Those are the three things we’re really driving at in everything we’re creating this year.

Dee Zepf: And so if we jump into what’s shipping soon, I think we have talked about many of these already. The automated ticket triage and dispatch is on in your environments or available, and so you can just go into Admin, AI settings, and turn that on if you’d like to either have us recommend or automatically assign. We posted a link to the Early Access for guided ticket resolution in the chat. The native ThreatDown policy deployment coming soon. We’re also releasing our ticket search into Early Access.

Dee Zepf: And then in terms of other updates that we haven’t gone through, we are making some updates to product bundles so that bundles are like one line item, and they have serial tracking built in. We are allowing you to customize your ticket view columns so you can choose just the data that you want to display for you. We are looking at adding some asset properties, especially native BitLocker status and a bunch of other asset details that folks have requested for us to put in assets. And then we’re doing some work around QuickBooks around error visibility and just making sure we’re really elevating any problems or things that are happening so you can get a lot more insight into what’s going on with your QuickBooks sync.

Dee Zepf: All right, and then kind of in motion, we are working on draft invoices so that you can hold on to your invoices until you’re ready to actually publish them and you can see them and review them before they go out. We are also working on a Microsoft 365 tenant dashboard, so you can get a complete picture across all of your tenants around backup, authentication failures, any compliance drift, and so it’s going to give you one place to look across all of your tenants and across all of the Microsoft 365 capabilities.

Dee Zepf: And then we have a couple other interesting updates coming. One is a biometric login on the mobile app, where we really just upgrade the login experience and smooth it out, make it much easier and better to get into the mobile app. And then also the patching dashboard, we’re going to make it so it’s going to remember all your filters, so when you set it all up, it’s not going to force you to reset it up the next time you go back. We’re going to remember what you did and keep that for you.

Dee Zepf: And then we have a bunch of things that are on our radar, so some additional audit logging around scripting, one-click app uninstall. We’re working on a ticket intake chatbot inside the end user portal, so that way you’ll be able to get more well-formed tickets from your end users that are coming in through the end user portal, so that you won’t get those two word tickets that don’t actually tell you what the problem is and you have to go chase it down. We’re going to have just a ticket intake chatbot to make your tickets more well formed. And then we’ll be working on some additional project management capabilities as well.

Q&A

Dee Zepf: All right, with that, I think it is time to turn it over to Q&A. And once again, we have the Q&A module. Happy to answer questions either on things we covered or other topics. And Kristen and I will do our very best job to walk through a bunch of questions.

Attendee Question: I’ve noticed Andy hasn’t been in the webinars. Is he okay?

Dee Zepf: Before we hop into all the questions, I need to answer one that came up. I think it’s at the top of my list. I want to assure you, Andy is doing fine. He’s in the building. Between me, Kristen, and Andy, we try to divide and conquer a little bit on webinars, and it ended up that he’s not on two in a row, but I’m sure you’ll see him again at the next webinar. So no fear, folks, no fear. He’ll be back.

Attendee Question: On Syncro Payments, are you thinking about adding the ability to automatically pass credit card fees on to the customer?

Dee Zepf: It is something we’re considering, we’re looking at requests, and we’re looking at how we might do that. We don’t have anything committed and scheduled for that just yet, but it is on our radar.

Attendee Question: Are you thinking about accepting crypto or stablecoin as payment methods?

Dee Zepf: I will say we have not had a lot of requests for that yet, so it is not even on our radar yet to begin to add that. But feel free to ask, and if other folks are interested in that, let us know. The more we hear requests for something, obviously the higher up it bubbles up on our list of things to consider doing.

Dee Zepf: All right, I don’t know, Kristen, if you have any questions you want to grab or I can keep going.

Attendee Question: For guided resolution, how are the scripts chosen? What scripts are they? Where do I find this diagnostic script? And can we configure the system to use our own scripts?

Kristen Costagliola: I have a couple for guided resolution. So we have gone through and curated a specific number of scripts. They are all in the Community Script Library, but you’ll be able to see we will auto import them through the resolution and run them. In Early Access, what we are working on today is for you to be able to modify those scripts and potentially have your own scripts that you can choose to run. So the diagnostic script, to answer the question, is in the Community Script Library. But all of the other ones, you’ll be able to see automatically in guided resolution and then you will be able to, in the near future, update the scripts. Today, immediately in Early Access, you will not be able to, but we expect to have that in the near, like very soon, and definitely before we go General Availability.

Attendee Question: On ticket dispatch, you mentioned ITIL type as part of the signal that comes in. Does that mean you’re using our ITIL ticket type? We have a custom field for that.

Dee Zepf: We are actually using the ticket content. So we’re using the ticket subject and description and based on our understanding of that subject and description, we are determining whether that ticket is a problem, an incident, or a request, based on the ticket and description overall.

Attendee Question: Will we be able to set up ticket triage and dispatch more granularly? Can we leave out managers, or add different types to the AI’s reasoning, or have it look at the calendar so it doesn’t recommend folks that are out of the office?

Dee Zepf: So a few different questions there. I’ll try to tease them apart and answer them all. In terms of can you set it up so that managers don’t get dispatched to, or maybe you have someone that does billing and you don’t want them to get dispatched to, in the user profile in Admin there’s a setting where you can just opt out of getting dispatched to. So if any user you just don’t ever want them to get a ticket, you can just fully opt them out and the system will never assign them a ticket.

Dee Zepf: In terms of fine-tuning the AI reasoning around types and all of that, the way you fine tune it is by actually just changing the assignment. So we go through, we understand based on the ticket content, the category and kind of type of ticket it is, we are also in the background building a skill matrix for each technician that’s working in the product based on their prior ticket history and how well they’ve resolved certain types of tickets. And so we’re matching those technicians to the problem types based on that. And so if you want someone to get more tickets of a certain problem type, all you need to do is assign them to them, and we will learn it very quickly.

Dee Zepf: The other thing that we do is, and this is relatively new, so if you tried it early on, we weren’t including the calendar in it in the early Early Access, but we’ve added it. So we now also do check the calendar to make sure that the technician is available and is ready to work. We also check the technician’s workload, and so we try to make sure if we have three people that are all appropriately skilled to resolve a ticket, we try to assign the ticket to the one with the fewest high priority tickets and the smallest workload. And we also look at whether a technician has worked closely with one specific client in the past, and we give a little bit of preference to folks that have a history with a single client. And so the best way to fine tune dispatch is to just change the setting and then we’ll look at the changes and the system will adjust pretty quickly to any changes you make there.

Attendee Question: When will the ability to create bundles with multiple quantities in recurring invoices be available?

Dee Zepf: This is in flight right now. So I’m excited. Hopefully you’ll be able to see that next month. There was also a question on ETA for draft invoices, and we also expect that to go into Early Access next month. So next month’s webinar will be a big one, and looking forward to both of those things hopefully being in EA.

Attendee Question: I get ThreatDown through Pax8. How do I move it over?

Dee Zepf: You can either go into the app card, I’m not sure if that’s something that can happen automatically, or you can also reach out to your account manager if you know who that is. If you don’t, you can go to sales@syncrosecure.com. Just reach out and we’re happy to help with that.

Attendee Question: Will you do this with Huntress?

Dee Zepf: We have reached out to Huntress a few times on creating a partnership and have not heard back from them. So unfortunately we don’t have any plans today to do anything with Huntress. Not necessarily for our lack of interest, but more because they are not really as interested in it. So unfortunately, that’s where that stands.

Attendee Question: Can there be a change to show more data on the quick view panel when you’re looking at a ticket? I want to see the asset that logged in and I think it would save time.

Dee Zepf: Great suggestion. Let me put this in, if you haven’t already put it into product feedback you can do that, but I will make sure the team sees this. It seems like a nice good quality of life suggestion that we could look at for you as well.

Attendee Question: What about Google Workspace tenant integration?

Dee Zepf: This is definitely on our radar, but it is not something we have committed and planned just yet, so I can’t give you a timeline on it. But we have heard more and more requests. And so it’s one of those things that we’re looking at and trying to figure out when we could fit something like that into the roadmap based on interest.

Attendee Question: Why doesn’t Syncro follow best practices when pushing updated agents to Windows systems?

Kristen Costagliola: David asked a good question on this. And apologies that you feel like you’ve received nonsense or non-responsive answers on this, David, but unfortunately I don’t have a reason as to why this was done. My guess is that this was an oversight when the agent was originally built, but I have already been chatting with our product manager in the background, and this is something that we think we can squeeze in and move forward. So hopefully you’ll see some updates on that in the near future, but we’ll try to get that in as a gap closer and quality of life feature there.

Attendee Question: How do you pull in asset BitLocker keys for easy access?

Kristen Costagliola: So there’s a couple of ways. One, you can do that today using scripting, using PowerShell. That is something that you can auto set up. You can pull it into a custom field. I think in our Power Hour that Jasper did, I actually think he may have covered some of that, and if not, I think we have some documentation on that. But we also are working on some increased asset properties, and this is in that list as well. So this is something that you’ll see, I think, within the next couple of months. I don’t know that it’ll be done by next month, but within the next couple of months you’ll see that these are native properties immediately in the asset. But if you need it right now, you can use PowerShell and pull that directly in.

Attendee Question: Has bulk archiving of assets been cleaned up? It’s been some sort of issue.

Kristen Costagliola: I think one of our PMs might reach out to you on that one specifically. I’m not aware of issues with bulk archiving of assets. And so let’s follow up on that one-on-one and make sure that we understand the problem.

Attendee Question: Do archived assets factor into patching?

Kristen Costagliola: The expectation is that archived assets are not factored in. They’re not in patching, reporting, or in your compliance scores. So the act of them being archived kind of just literally puts them off to the side on all of those things.

Attendee Question: Are there plans to integrate with SentinelOne through Guardz, or with ThreatDown?

Dee Zepf: There are a handful of integration questions in here.

Kristen Costagliola: I was just going to say that exact same thing.

Dee Zepf: I’m like, oh yeah, there’s quite a few. And so one is, are there plans to integrate with SentinelOne through Guardz or ThreatDown? And so we are open to other integrations. We’re always talking to other companies about integrating. We don’t have anything slotted and scheduled for that right now. As well as some of these other requests, I’d say keep the requests coming if there are folks you’d like to see us work with. I see Todyl is another one in here that someone asked about and same type of thing, or alerting with MSP360. And then the only one I have maybe a different answer for is someone’s asking about integration with, if you have…

Kristen Costagliola: Oh, with ThreatLocker. I don’t think I have any more information on that either. I read it as, yeah…

Dee Zepf: Yeah, you read it as ThreatDown, so did I the first time.

Kristen Costagliola: I read it as ThreatDown. I’m like, oh, ThreatDown, so my brain. Yeah.

Dee Zepf: If any of you have a relationship with some of these vendors and have someone that you’ve talked to, I know someone mentioned ESET that they’ve talked to, you can send them to partnerships@syncrosecure.com. That is our email. And that is a really quick way to get in touch with our team that manages a lot of those partnerships. That goes straight to Andy and a few other people, so it’s a good way to chat with them if you know someone on that side that can drive that.

Attendee Question: Emails that lack a body get stuck in leads and have to be manually processed. Is there a way to get around this?

Kristen Costagliola: Jeff had a question around this. So I am not sure on the way to get around this. I’m going to leave that to someone else if they have a good thought on that, but we are working on improving some of our email processing and some of the ways ticketing and things come into the system. It’s not in flight right now, but it’s something that we have looked at from a complexity standpoint, from just an overall platform standpoint. So thank you for that question slash feedback. That is one of the areas of the app that I feel like needs some big improvements from a technical standpoint. So looking forward to making some updates there.

Attendee Question: On Microsoft Secure Baselines, which baseline achieves a minimum of 90% secure score, and which Microsoft license is required to obtain that level?

Dee Zepf: So if you’re trying to get your client up to at least a minimum of 90%, the license would need to be on Business Premium or higher, and then you’d probably want to choose either the Syncro secure rules library or the Security Implementation Level 3 baselines, if you wanted to try to get to that 90% secure score level.

Attendee Question: Is there a way to require a certain level of technician notes on a ticket using AI or other means?

Dee Zepf: We don’t have something like that in place today. As Kristen demonstrated, part of the work we’re doing around ticket resolution is that we are automatically adding notes. You’ll probably see us do more to help make sure technicians are adding notes and to assist them in adding notes. Right now, we are adding notes for all of these actions that you take via resolution, and you’ll see us expand from there. But nothing more than that in place today.

Attendee Question: Could you include the LAN IP on that list?

Dee Zepf: Thanks for the quality of life suggestion. I’m just going to make sure our product team sees that. We have all of these in the list, but figured I’d call that out there.

Attendee Question: Is the Power Hour going to be just one session on the MCP, or are there plans to bring them back?

Kristen Costagliola: Martin asked this question. I think we really enjoyed Power Hours. One of the pieces we’d love feedback from all of you on is what you would like to see in some Power Hours, or if there’s things that we could provide, we’re happy to. We’ve also had a number of partners on our Power Hours that have partnered with us because they’ve said, hey, this is something I’m really passionate about, or this is something I want to share. So if you have some ideas, please reach out, let us know. We’re happy to continue to expand. We also really liked the Power Hour concept. So yeah, if you have good ideas, let us know. We’d love to be able to give you what you want and something that’s valuable.

Attendee Question: As for other integrations, are you doing them with Guardz or SentinelOne? Are there ways we could set up policy deployment with those?

Kristen Costagliola: Yes, anyone and all of our partnerships, we have the conversations with each of them and try to figure that out. The roadmap kind of depends on our relationship with those vendors. Some of it just has to do with that, and working through some of the pieces, seeing what those companies have and whatnot.

Closing

Dee Zepf: All right, I think we’ve powered through a lot of questions and I want to just thank you all for coming to this today. We’re happy to answer anything else in Community if things come up after the webinar you wanted to ask or get insight into.

Dee Zepf: As a reminder, MCP is live today. Ticket dispatch is something you can go turn on. The calendar updates are live, and there’s a bunch of Early Access signups that are available, either they’ve been posted in chat as well as on the Syncro roadmap page where you can just go sign up for those. Thank you all very much for your time today, and we look forward to chatting with you again next month.

Kristen Costagliola: Thank you all. Enjoy the rest of your week.