Syncro July 2026 Release Webinar: MCP Server, Ticket Triage, and More

Welcome

Kristen Costagliola: Welcome, everyone. Thank you so much for joining our July release webinar. These are all recorded and shared with everyone, so you’ll be able to access this afterward. Very excited to see all of you here from across the world.

I’m Kristen Costagliola, Syncro’s CTO, and I’m joined today by Dee Zepf, our Chief Product Officer. We have a lot of really exciting things to share today. We’ll cover our normal agenda: what’s shipped this month, what’s coming soon, what’s in Early Access, and then our roadmap. We’ll leave plenty of time for Q&A at the end, as we always do. If you have questions throughout the presentation or at the end, please use the Q&A module. The chat is a bit challenging to keep up with, but if you use the Q&A module, we’ll be able to answer all of your questions there.

Released This Month

Kristen Costagliola: To kick us off, I’m super excited to talk about our M365 baselines. We have full CIS coverage now available: a total of five different baselines, an additional three beyond what existed today. You can now apply any of these security baselines to match the unique security needs of your clients, increasing in levels of coverage across the full CIS framework. The CIS framework gives you really great security-wise coverage of your tenant, and you can map that back to whatever compliance frameworks you might need.

We also have Boolean remediation for all of these baselines, and the ability to automatically remediate directly from Syncro. It’s not just going to detect issues; it runs twice every day as always, and you’ll still be able to create tickets and get notifications on any drift so you can track updates that need to happen to your tenants. You’ll also have all of the details on what caused a rule to fail, so you can look into who is a global admin or not. We released a lot of really cool things about baselines over the last couple of months, so if you haven’t checked them out, or if you set them up and let them run, check out the new levels and see if there are additional rules or pieces you want to apply to your tenants.

Next, and I’m super excited about this one: our end user portal SSO. We now have the ability to sign in password-free with Microsoft and Google, as well as any OIDC SSO provider. As your end users come to your portal, they’ll be able to sign on directly with Microsoft and Google, without you having to enable any SSO or connections, if you want to allow that. Or you can enable SSO so the setup lives directly within their specific Microsoft or Google account.

If you’re using SSO, you can also set up auto-provisioning, meaning end users who authenticate themselves for the first time are provisioned automatically, as long as they’re a contact in that org. So if you have our Microsoft Entra ID sync set up and auto-provisioning turned on, you shouldn’t have to touch any of the users being created in the end user portal; it will auto-provision them for you. They can also still continue to use email and password side by side, in case specific users need that sign-in, or if someone forgets and wants to use email and password instead. You can configure this in admin settings, and I’d encourage you to go check it out; it’s going to make life a lot easier for your end users so they don’t have to remember an additional username and password. You’re also able to control whether these sign-ins leverage MFA through those third-party providers.

Early Access

Kristen Costagliola: Up next, we’ll turn it over to Dee to talk about our MCP server.

Dee Zepf: Thanks, Kristen. Many of you have asked about this, even in previous webinars. Really happy to introduce the Syncro MCP server. It’s going to allow you to interact with Syncro from the AI tool of your choice, and help you extend Syncro so you can communicate easily with your other agents.

Interaction with Syncro today usually means sitting down and clicking, or wiring up the API if you want to work in a more custom way. The MCP server strips that friction out of the system and lets you talk directly to tickets, billing, alerts, assets, appointments, and clients using plain language, through the AI tools you’re already using, on whichever device you have them on. Whether it’s voice on your phone or on your desktop, it just works. There’s still secure authentication, and it’s the same level of access and security as your Syncro permissions. If you only have access to a certain set of things in Syncro, you’ll only be able to access those same things when using the MCP.

I want to start with a quick demo, since seeing it in action is really important for this one.

Audio shared by Syncro (demo): I want to do a demo so you can see the MCP capability in action, and how easy it is to talk to Syncro from wherever you are. In this case, I’m using Claude. Let’s pretend I’m an MSP and one of my clients calls while I’m on the road: Alex Wilbur from Green Valley Farm, and he has a critical issue.

His projector isn’t working, it’s urgent: create a ticket, mark it urgent, assign it to Kristen Costagliola, set the due date for today, and add a private note letting her know she needs to get on site before the end of the day with a new projector, since Alex has to prep for a big client meeting. Tell her she can use the corporate card if she needs to purchase something.

So what’s Claude doing? It’s loading the Syncro tools, looking up Green Valley and finding the customer, looking up Alex at Green Valley and finding the user, and creating the ticket while making sure the customer, contact, and priority are set appropriately. It’s assigning the ticket to Kristen and adding a private note for her in the ticket. Then it gives me a confirmation that the ticket is created. It says ticket 4456 is set up for Green Valley Farm. Let’s pop over to Syncro and see: there it is, 4456, urgent, projector not working, assigned to Kristen, updated less than a minute ago.

Let’s switch gears and pretend I’m now Kristen, prepping to go on site with Green Valley. I’ll ask Claude to review their open tickets and let me know which ones I might want to address in person, in priority order. Claude reviews the ticket view for Green Valley, looks at only the open tickets, and identifies good candidates to fix on site, ordered by priority. Instead of trolling through their ticket view myself, I can ask Claude to do this work for me. It comes back with the open tickets ranked by priority: the projector ticket is excluded since I’m already headed there for it, so it remembered what I was doing. It gives me the critical and high tickets, then medium and low. A really nice way to quickly prep to go on site.

For the final piece of this demo, let’s still pretend I’m Kristen, on site now. While I’m testing the projector, Nestor, another employee at the company, stops by and mentions his Outlook keeps freezing and he’s frustrated. I ask Claude to find that ticket, mark it urgent, and assign it to Tasos. This is something you could do with a quick voice command right on your phone, so while you’re in the middle of fixing a projector, you don’t have to stop and log in to escalate another issue. Behind the scenes, Claude finds the ticket, marks it urgent, and reassigns it to Tasos; the ticket bubbles up to the top of the queue, now assigned to Tasos, marked urgent, and updated less than a minute ago.

Dee Zepf: Hopefully the demo helped you visualize this, especially if you’re not super familiar with using an MCP. Those use cases are just some of the building blocks; there’s a lot more you can do with this. Right now we have a closed Early Access, and we kept it closed so we can manage it closely. Post in the chat if you’re interested and we’ll see what we can do about extending it, or let you know once we’re at General Availability.

I think the idea of using Syncro when you’re on the road with voice is really powerful; that’s the first example we covered. A couple other ideas worth touching on: quickly logging time on the fly when you’re on the road, and prepping for a QBR by pulling data from a bunch of different sources.

There’s also a bunch of ways to use this in the office. I’ve talked to a few Partners already using an MCP with Syncro, and a couple built their own to get ahead of this. One example is triaging a stale queue: a report that runs for you on which tickets to look at and how long since they’ve been touched, on whatever cadence you want, or finding unbilled work so you’re not leaving money on the table.

The third set of examples is around custom building, for Partners who are maybe using the API today, or wish they could, but don’t have the time to do it. The MCP also lets you create interesting custom artifacts and applications without diving into the API or writing brittle logic. Examples include recurring task automation, like checking voicemail every morning, pulling caller details and a transcript, having your AI summarize it, and creating a ticket in Syncro if it’s ticket-worthy; a custom QBR pulling from Syncro alongside other systems, tailored to what you want to show your customers; and a custom proposal generator that pulls your sales call notes and relevant product information from Syncro to create a sales proposal.

Today, when we release the MCP, it will have more than 40 tools, covering tickets, customer organizations, assets, appointments, alerts, products, invoices, and search. We’ll be adding more and continuing to enhance the underlying API as we go, prioritizing based on the high-value use cases Partners are trying to build. I do believe this will be in everyone’s hands by the time we speak next month.

Let’s shift into the other projects out in Early Access today. Next up is ticket triage and dispatch. We’re adding the ability to automatically set both the priority and the technician on a ticket as it comes in, today as a suggestion. You can sign up for this Early Access now.

Here’s how it works. Triage starts the second a ticket is entered: we look at the subject and description to begin the matching process. We look at a few key signals to prioritize the ticket: its idle type (request or incident), its classification, how urgent it is (based on signals like time references or mentions of urgency in the description), and its impact (is this one machine, or the whole office, and how critical is the affected system). Using urgency and impact together, we also check whether the submitter is a VIP, which bumps priority up.

Once priority is set, we move on to finding the best-match technician. Technicians can opt in or out of being considered for dispatch right in admin. We build a skills matrix behind the scenes by looking at the types of tickets technicians have successfully fixed and worked in the past, spreading the load rather than lumping everything onto one technician. We also factor in prior experience with the specific client, since there’s often an affinity for someone who works a lot with one organization, availability based on the Syncro calendar, and current workload, including how many high-priority tickets are already assigned.

The system continuously improves over time. When you override a suggestion, the system learns from that override and optimizes going forward. You can also provide product feedback directly, and we’re looking at creative ways to make that even easier. Initially this ships as a suggestion: by default it suggests who a ticket should be assigned to and its priority, and you can turn on full automation if you trust it to just go ahead and set it.

Related to that: we made updates to the way we sync calendars. Your Google and Microsoft calendars will reliably sync recurring meetings, out-of-office periods, and working hours into Syncro, so you don’t get tickets routed to you during standing blocks, and you get a better availability picture, in addition to its use in dispatch.

Kristen Costagliola: Up next in Early Access, native ARM support for our Mac agent. This will impact a small number of Mac agents, likely very few, if any, of you on this call. With native ARM support, we’ve made big changes across the Mac agent, including standardizing our bundle. Any Mac agent installed prior to November of 2023 will get an update that standardizes it with all the future updates that have continued across the Mac agent, correcting some underlying architecture changes.

Why does this matter? For that small number of Mac agents, you’ll have to re-accept the permissions for screen recording. This will not impact remote access at all; it won’t touch connectivity. But if you want screen recording, such as when users submit a ticket directly from the asset, or if you want to see the screenshot in the Syncro portal, you’ll need to go in and accept those permissions. This is a one-time fix for agents installed prior to November of 2023. If this impacts you, we’ve already sent you an email with all the details on what needs to be done.

Last one: full context ticket search. We talked about this last month, and I’m super excited about everything it’s going to unlock. This lets you search through all of your tickets across so many different fields: comments, labor logs, worksheets, custom fields, asset data, and specific customer data. You’ll be able to search across way more than you were able to previously. This is in Early Access; we’ve been making major updates behind the scenes, and thank you to all of our Early Access participants so far. We’ll see this expand in Early Access over the course of this month. The feedback on the actual search has been really positive, though we’ve had some technical hurdles integrating it tightly into the platform to make it easy to use. If you’re interested and not already in Early Access, please join; we’d love for you to be part of the rollout.

Roadmap

Dee Zepf: We’ll take it home with the roadmap. Our themes remain the same: automate and amplify the work your team does, keep things secure, and build for quality while embracing simplicity.

A lot of what’s happening we’ve already covered: the Syncro MCP server, automated ticket triage and dispatch, technician calendar sync, and full context search. We also have quality-of-life updates in flight, including optimizing product bundles so inventory reservation is more consistent and there’s better behavior across tickets and estimates. We’re almost finished making script execution available via our API, which should be out in the world any minute now, along with native ARM support for Mac.

Things in motion: a guided ticket resolution project, where an incoming ticket is analyzed and we propose a set of predetermined runbooks to help solve certain tickets. We’re also working on a Microsoft 365 tenant dashboard, giving you a much more complete picture across all your tenants for baselines, backup, and more, today largely tenant by tenant, as a home base to both view and take action. And draft invoices: the ability to review and approve a draft before it goes out, so you can make changes rather than fixing things after the fact. That’s also in flight.

On our radar: expanding script audit logging, one-click app install, an intake chatbot for end users to help them submit better-formed tickets, and a handful of follow-on projects around project management, billing, and the end user portal, to make it easier to manage projects, communicate with clients, and get them billed appropriately.

Q&A

Kristen Costagliola: First up: this is the first time I’ve heard the acronym MCP, what does it mean, and what tier is it available in Syncro? MCP stands for Model Context Protocol, a newer protocol created to give AI tools and LLMs an easier way to interact with APIs and external data. If you’re using any LLM, GPT, Claude, or Gemini, you can connect to MCPs across tons of different products you own and use, and it simplifies how those LLMs access data within those applications. As for tier, this will be available on all of our plans; there may be certain endpoints gated to the Team plan, but every plan will have access to the MCP.

Kristen Costagliola: Will this be available on Core? Yes, similar to the API.

Kristen Costagliola: How many tokens does this use? The answer really depends on what you’re asking. Specific, narrow requests won’t use many tokens, but it depends on the data in your account, how broad the question is, and whether you’re connecting multiple systems together, for example layering Syncro’s MCP with another MCP for a QBR. We’re always looking for feedback so we can streamline common questions and update the underlying API to reduce the number of tokens and searches required.

Dee Zepf: Which endpoints will MCP expose? Broadly, about 40 tools or endpoints, all documented for you: tickets, invoicing, customers, assets, appointments, alerts, products, and search. We’ll keep adding to that list based on feedback.

Dee Zepf: Rick asked: when it sees an issue like Outlook freezing, can it tell you what other techs did to resolve it? That’s not something we’re building into the product today, though it’s something we could look at, and it’s also something you could build yourself with the MCP. We’ve heard requests for both general internet search and searching your own knowledge base; we’re interested in hearing more about where Partners would want us to surface this information, since some are very against searching a public knowledge base given internal policies and procedures.

Kristen Costagliola: Depending on where you store your data, whether your techs are diligent about updating tickets or storing information in a knowledge base, we’ve found that resolutions typically aren’t stored directly in tickets today. We think they live more in knowledge bases, but let us know in chat if that’s different for you.

Dee Zepf: A couple of roadmap questions: someone asked about Google Workspace. We’re hearing these requests and will definitely consider it; it just hasn’t bubbled to the top yet. Keep the requests coming, since the more people ask, the more we prioritize it.

Dee Zepf: John asked about a realistic ship month for script execution via the public API. We’re planning to release that this month; nothing’s guaranteed until it’s fully tested, but we feel good about it.

Dee Zepf: A couple questions came in about our web-based ticket intake chatbot. One asked if it could integrate into Microsoft Teams. That’s something we’d absolutely consider; we’ll start with the web-based chatbot, make sure it’s working well, and then extend it into Teams in a relatively straightforward way.

Dee Zepf: Someone asked about a sync-now option for Microsoft 365 syncing. We’ve heard this and have it on our list of things we’re tracking, though it’s not in flight right now.

Kristen Costagliola: Josh asked if the MCP will support Gemini. Yes, that’s our goal: to support all of the major providers out of the box.

Kristen Costagliola: Craig asked a great question: wouldn’t connecting an LLM to Syncro be a huge security risk? That decision depends on your own account and what you’re comfortable with, and your agreements with your customers. Our MCP wraps our API and gives access only to data within your own Syncro environment. We’ve also made it clear not to include destructive actions like delete; we support create and update, but no delete actions today, since LLMs can go rogue and we don’t want the opportunity for someone to delete a bunch of data in your environment. You’ll also want to make sure your data isn’t being used for LLM training, as long as you have a team or enterprise agreement with that provider confirming they won’t train on your data, you should feel comfortable that it’s just pulling the API and aggregating or interacting with data directly. I personally would not connect Syncro’s MCP, or any MCP, if I thought my data could be used to train a model.

Dee Zepf: Most vendors, once you’re in a paid plan with them, give you the ability to opt out of that, so you can feel comfortable.

Kristen Costagliola: Jake asked if there’s a read-only switch. Our MCP lets you control, within your organization settings, which tools are allowed. For Claude and Anthropic specifically, I can control from an org setting whether people are allowed to use those tools. It interacts using your authenticated user’s permissions, so users only have access to the objects and items they already have access to in Syncro; for example, someone limited to one specific customer organization in a co-managed situation will only be able to interact with those specific things through the MCP.

Dee Zepf: One quick question, not on MCP: a form for signing on the mobile app isn’t available yet, but it’s on our mobile app roadmap. We’ll be adding a more streamlined authentication mechanism so the app remembers you better and behaves more like a standard mobile sign-in, and we’re also looking at adding invoicing to the mobile app. Those items will be added to our public roadmap soon.

Kristen Costagliola: Jesse suggested better control over whether comments are private-only or public. Great feedback, we’ll take that back to the team.

Dee Zepf: Steve asked if you can use an offline LLM, like something run locally with Ollama. Good question, I don’t have a firm answer, but I’ll find out.

Kristen Costagliola: You’re not fully offline; you still have to authenticate and connect to access Syncro and interact with it. Assuming you mean a local LLM, it should work exactly the same, you’ll still need to authenticate since it can’t be offline while accessing Syncro.

Dee Zepf: Tom asked what type of Claude subscription is required. I don’t have specifics on every AI tool’s subscription tiers off the top of my head; I’d suggest asking the AI tool of your choice directly.

Kristen Costagliola: I think most paid subscriptions include MCP access and let you turn off data being used for training, though it depends on the security level of the plan.

Kristen Costagliola: Santi asked about full feature chat. We’re exploring a change to how chat works, potentially moving away from the current tray-based chat and focusing on a web-based chat instead, and looking at ways to link the two together. It likely won’t be the exact same chat experience you have today; we’re hoping for some pretty cool improvements there.

Dee Zepf: Two more questions. Someone asked about a QBR report generator, or at least how to use the MCP for one. At a bare minimum, we’ll have a prompt library with sample starting points you can modify and edit, and we’re also looking at creating a plugin for that.

Dee Zepf: Last question: when will Early Access features discussed today turn into live access? Our August release will be a big one; we expect most of what we discussed today in Early Access to be in Live Access by the time we speak next month. No guarantees, since we want everything fully tested, but things are looking good to finish up over the next few weeks.

Closing

Kristen Costagliola: August is going to be a really fun month. I hope you can all join us back here in about a month.

Dee Zepf: Thank you so much for taking the time to join us today. We always appreciate it. Feel free to reach out, and we’ll keep the updates coming. Thank you.

Kristen Costagliola: Thank you all for coming. Great to see you.