Syncro 2026 Release Kickoff: 2025 Recap, January Releases, and the 2026 Roadmap

Welcome and CEO Address

Dee Zepf: Happy New Year, everyone. Thank you for joining us today. We’re excited to walk through a recap on 2025, talk about 2026, and cover what’s new. I’m joined today by Kristen Costagliola and Michael George. I’m going to hand it to Michael to kick us off.

Michael George: Thank you, Dee. On behalf of the entire Team Syncro, I want to express our sincere gratitude to all of you, our MSP partners, and IT professionals. To our Partner Advisory Council, a special thanks. You meet with us monthly, it’s a big commitment, but it’s invaluable because we are maniacally focused on building products that are valuable to our community. The only way we know what those things are is if you tell us. And to everyone who signs up for early access: you can only go through so much QA in our own environment. It’s in your specific use cases that everything is truly tested out. All of your feedback is listened to, factored in, and acted on.

Michael George: I want to spend a few minutes on the 2025 initiatives that laid the foundation for 2026. First, in late April, we launched Syncro XMM. The adoption has been extraordinary. It is a complete paradigm shift in the way managed services are going to be delivered. Second, we collaborated with CyberDrain to develop and launch Syncro Snapshot, which gives you a tool to assess your own security posture and to go to market with, running a test to expose vulnerabilities you can help prospects close. Third, we launched Syncro Cloud Backup for comprehensive Microsoft 365 and Entra ID protection. Backup is table stakes, but Entra ID backup specifically completes the security cycle because without it, you have no place to instantly restore the environment itself. And of course, this was only possible because of Team Syncro: 12 monthly releases, 41 major new release initiatives, and over 350 improvements across the platform.

Michael George: Looking into 2026, here is our clear view on how this market is playing out. First, Microsoft. They are an enterprise company, they build great products for large enterprise, but they are not known in the SMB. They are 100% a channel company, and they depend on and partner with companies like Syncro. We are very closely aligned with them. Mark Brown recently joined our board of directors. Mark ran M&A and equities at Microsoft for 20 years, worked for Gates, Ballmer, and Satya Nadella, and made all of the major acquisitions including the investment in OpenAI. He helps us strengthen our relationship with Microsoft’s senior leadership team. You will see more investment in Microsoft management capabilities in 2026. Second, security. This is a security-first industry. Everything we do is on the preventative side: if you get your tenant and policy management systems established properly, you massively improve your security posture. Third, AI. We are leaning into AI thoughtfully. We were not late to the game. We were actually a little early in our first initiative, before the LLMs shook out. But you will see new and better improvements in AI, not for the sake of the technology itself, but for the use cases that most greatly benefit you: tech automation, reducing rote and routine tasks at the system level, and allowing IT professionals to elevate into more strategic work.

2025 Lightning Round

Dee Zepf: Before we get into what’s new, I want to do a quick lightning round of 2025 to make sure you’re not missing anything that could make your life easier.

Dee Zepf: Microsoft 365 management: we added Entra ID sync, bringing over your end users and groups, letting you reset passwords, MFA, block and unblock users, and revoke sessions directly inside Syncro. We launched Syncro Snapshot for one-time M365 risk assessment with no credential storage and no data persistence. And we launched Cloud Backup for Entra ID and Microsoft 365, fully integrated, set-it-and-forget-it, with predictable pricing, unlimited storage, and Universal Billing. We already have thousands of users backing up with the platform.

Dee Zepf: Device management: Network Discovery now automatically scans and identifies all devices on the network, whether workstations, printers, or others, lets you install agents directly from the scan, and continuously monitors for new devices. We added a patching dashboard showing fleet patch percentage with configurable columns, CSV export, and granular KB-level drill-down. Third-party patching improvements expanded the application list and added custom application update support. Asset archiving keeps your workspace clean without losing history, and warranty tracking lets you manage warranties inside the product and pull that data into executive reports.

Dee Zepf: Productivity and ticketing: we built an entirely new ticket index page with pinnable views, sorting, filtering, and standardized ticket metrics. A new technician work view shows all work assigned to you, unassigned, and assigned to colleagues. We updated the ticket timer and labor log with one-click custom time durations. The mobile app grew significantly: worksheets, time clock, canned responses, asset assignment, full customer and end user search, click-to-map, click-to-call, copy-paste, at mentions, performance improvements, and dark mode.

Dee Zepf: The contacts concept was expanded into a full end user page with a dedicated index for search, column management, action taking, CSV export, Microsoft license visibility, and easy ticket linking. The end user portal was modernized with a more intuitive design and improved flows around ticketing and payment processing.

Dee Zepf: Reporting: we launched the Power BI Template Hub with five to six pre-built dashboards connecting directly to your Syncro account via the API. No API expertise or Power BI expertise required. There is a Power Hour coming up at the end of the month specifically for this. Report builder enhancements included the ability to include ticket view filters in customer reports, new time period options, and more. For co-managing customers, we added white-label emails and the ability to give co-managed users access to reports and scripts. We also made substantial API enhancements and will continue expanding the API in 2026.

Dee Zepf: Marketplace: we added three new security products in 2025. ThreatDown for EDR-MDR, IRONSCALES for email security, and AutoElevate for privileged access management. We also launched Universal Billing, which automatically pulls dynamic license counts and flows them into recurring invoices. Universal Billing is available today for Acronis, IRONSCALES, Proofpoint, ThreatDown, and Cloud Backup.

Dee Zepf: Outside the product: we added the Power Hour series, reinvigorated the Syncro Community with active team and partner participation, updated the Doc Center with new content on every release, added in-product guidance and onboarding, and launched Syncro Training Unleashed this week. And just to correct Michael: he said over 50 quality of life improvements. It was actually over 350. We have been listening to feedback month over month and shipping a lot of small things to remove friction and connect the dots. We will have a dedicated track of work for this throughout 2026.

January 2026 New Releases

Kristen Costagliola: Thank you, Dee. I get to talk about what’s new as of this month. First: script access by category. This was a successful Early Access. You can now control script access by assigning categories to scripts, then assigning those categories to users via your existing security groups. This works for standard users, co-managed users, and technicians, so you can, for example, limit level-1 techs to specific script categories.

Kristen Costagliola: Next: parent-child ticket summary. This is the first of several improvements to parent-child tickets we have planned over the next couple of months. On parent tickets, you now get customizable columns with clear child ticket references, inline editing of child tickets so you do not need to open each child ticket individually, and a rolled-up workflow view showing team work status across the project. We are going to continue rolling up information from child tickets into the parent so you can manage projects more effectively.

Kristen Costagliola: Mobile app: ticket sorting and filtering. You can now sort and filter tickets across all tickets in the mobile app, not just within saved ticket views, matching the behavior of the web app. Please continue to give us feedback on what you want to see in the mobile app. We will make updates every month.

Kristen Costagliola: Additional January updates: we launched the European data region for Cloud Backup, which was one of the first requests we heard after Cloud Backup shipped. We added the AllComments API parameter on the ticket endpoint, which lets you control whether all comments or just the initial comment are returned when pulling ticket data. This helps with performance for anyone pulling large ticket lists. We added expanded security group controls for asset custom fields, covering viewing, creating, editing, and deleting. We resolved remote host not found errors and memory spikes in the Syncro Live process. On-demand scripts now execute immediately rather than being queued inline with pending recurring schedules. For reporting, we added top-5-devices-with-alerts blocks to both the Executive and Internal Summary reports. And for everyone who wanted alphabetical ordering in the technician dropdown on the ticket index and detail pages: done. The system ticket view previously called ‘all’ has been renamed to ‘all unresolved’ to accurately reflect what it was showing.

Syncro Unleashed Training Platform

Kristen Costagliola: We have a new training system called Syncro Unleashed, launching this week. It is available directly in the Doc Center and offers training pathways for both new and advanced users. It includes real-world examples, short-form videos, quizzes, and hands-on exercises. We are using it internally at Syncro as well. The first five people to complete the training win a t-shirt. Please give us feedback on what areas you want more training in.

Linux Agent Early Access

Kristen Costagliola: The Linux agent is now in Early Access. You can join from the roadmap or via the link in the chat. The Early Access release supports core monitoring and management: viewing system information and remote access. Scripting and Splashtop are in active development and will roll out during the development cycle. All major Linux platforms are supported, both Red Hat and Ubuntu, and both Intel and ARM processors. Please sign up for Early Access and give us feedback. We actually use Syncro internally for all of our remote monitoring and management, and we have Linux machines at Syncro that we are excited to roll this out onto.

Kristen Costagliola: On ScreenConnect for Linux: yes, it will be supported. It is not in the initial Early Access release, but it will follow immediately after. We know remote access is a high priority request.

2026 Product Roadmap

Kristen Costagliola: The biggest thing driving our thinking about 2026 is this: automate what slows you down, secure what matters most, and raise the quality bar everywhere work happens. Those are the three pillars. We launched some automation in 2024 and have been monitoring it and watching AI evolve. We are excited about where the technology is today and the value we will be able to add this year. We are not throwing things at the wall. We are looking very specifically at where we can drive you efficiencies, how we can make you more profitable, and what we can do so you feel secure and see the platform’s benefits as we grow.

Dee Zepf: Our 2026 themes in more detail. Number one: automating the work and amplifying your teams. Whether AI-powered automation or other automation, we are looking at end-to-end use cases for what you do in the product and trying to streamline those flows and save you time. That is a core benchmark my team is measuring throughout this year. We are also looking at making self-service support smoother for end users, whether through chat or other mechanisms. Number two: security. Hardening the environment. New Microsoft 365 security baselines, Intune integration, endpoint security improvements. The common theme is making sure we help you on all fronts, both endpoint and cloud, to harden your environment. Number three: building for quality and embracing simplicity. We are stripping complexity out wherever we can because it helps us build a higher quality product. Core workflow improvements, performance optimization, reliability investments.

Dee Zepf: Near-term items shipping soon: quality of life track continues every month. Linux agent moving toward GA. Universal Billing for Microsoft 365 licenses is nearly ready. If you use Entra ID sync, you will be able to incorporate M365 license counts into recurring invoices easily. Expanded Microsoft 365 security baselines with many more rules are also close.

Dee Zepf: A little further out: Syncro Payments via Stripe for ACH. By next month we should have a full story on ACH payment options. Reporting improvements: asset view CSV export, and an improved pending ticket charges report adding created date and technician for tracking unbilled work. Ticket blueprints: if you have a parent ticket and a set of child tickets and want to make that a reusable template, you can create a blueprint. When you use that blueprint in the future, Syncro automatically generates the parent, all children, and populates all the data. Think of employee onboarding tasks: one click creates the entire series.

Dee Zepf: Further out in design: easy app uninstall, product bundle enhancements, script change log tracking, chat reliability and usability improvements, Mac agent enhancements, and several project management improvements including end-user portal project visibility, ticket filtering by issue type for billing, and parent-child ticket visibility in the pending ticket charges report.

Q&A

Q: Will Mac agents get backgrounding tool support?

Kristen Costagliola: Yes. Our first Mac agent priority is bringing backgrounding tools to Mac alongside Windows, and then focusing on overall stability and improvement. If there are specific things you want to see on the Mac agent, please submit through product feedback.

Q: What Linux distros are supported?

Kristen Costagliola: Red Hat and Ubuntu are the primary supported distros. Both Intel and ARM processors are supported. If there are other distros you think we are missing, please let us know.

Q: Will AI summaries be added so techs can see repeating or similar issues across tickets?

Dee Zepf: Yes, this is exactly the kind of thing we are prototyping. We are going through a rigorous data validation process right now to make sure we can deliver quality results before releasing. The AI improvements are going to be a flywheel: as we release and launch, they will continue to learn and evolve. The pace of what is possible has changed dramatically in the last six months, and we are pretty excited about the doors that are now open to us.

Q: Are there plans to create an MCP server?

Kristen Costagliola: Yes, we are investigating it. We are still working on exactly what to include and how you would leverage it, for example within ChatGPT. If you have specific use cases you would want to enable with a Syncro MCP server, please share them so we can make sure those scenarios are included.

Q: Are there plans to integrate Google Workspace?

Dee Zepf: Not currently in our plans. We are deeply focused on Microsoft, which is where we see the overwhelming majority of our customers. We are keeping our ears open on Google Workspace, so keep the requests coming.

Q: Is there a report showing ticket metrics for a specific client?

Dee Zepf: Yes. In the Executive Summary Report Builder, you can add blocks for average response and resolution times, and create a list of specific tickets with those metrics included. This gives you a fully customized per-client ticket performance report.

Q: Does Syncro Snapshot require a Syncro Teams license?

Kristen Costagliola: No. Syncro Snapshot is entirely free and does not require any Syncro license. It was built in partnership with CyberDrain as a gift to the MSP community. Any MSP, whether or not they use Syncro, can run it.

Q: Is there any partnership news with SentinelOne or Duo?

Michael George: We are in constant conversations with potential partners and pay attention to companies aligned to our strategic initiatives, particularly Microsoft management. We are in discussions with either SentinelOne or a very closely aligned company. I think you can anticipate that we may have something to announce, not in Q1, but perhaps toward the end of Q1 or early Q2.

Q: Is mobile invoicing on the roadmap?

Dee Zepf: It is on our radar. We are currently collecting feedback on exactly what invoicing and estimate capabilities would be most useful while on the go. If you have specific things you want, please submit through product feedback.

Michael George: As a closing note: this is not just a moment in time. We take all of the questions asked in sessions like this, all of the feedback we receive from people who watch the recording later, and we factor all of it in. We are partners in this journey. My gratitude to each and every one of you, to Dee and Kristen and their teams, to Team Syncro, to our early access partners. We are looking forward to an exciting 2026 together.