Syncro June 2026 Release Webinar: Payments, M365 Baselines, and Customer Portal SSO

Welcome

Andy Cormier: All right. Well, hello, everybody. Welcome to June’s release day webinar. My name is Andy. I’m the channel chief here at Syncro, and I’m joined by Kristen, our Chief Technology Officer. Coming up, we’re going to go over everything that we’ve released this past month, everything we’ve got cooking in Early Access, and then any new updates or additions to our roadmap as well. And then, if this is your first time joining us, we always make room at the end for some Q&A, so just feel free to ask questions as they come up. Just a reminder for folks on the Q&A piece: we will only be picking up questions asked in the Q&A module within Zoom. We won’t see those if you ask them in the general chat.

Released This Month

Andy Cormier: All right, so let’s hop right into what we’ve released. First up is Syncro Payments, which has officially been released and is now available to everyone. This is Syncro’s entirely new payment platform backed and powered by Stripe.

Syncro Payments allows you to process both credit cards and ACH directly inside of Syncro. Now, I’ve said this over the past few release webinars, but I want to say it again here for a fact: Syncro will not and is not doing any gross stuff around the rates that we’re showing you on this slide here today. These rates are not variable because variable rates are gross. There are no hidden fees because hidden fees are gross. There are no platform fees because those are gross. There are literally zero monthly fees to contend with here. The rates listed here are your rates, period. You will pay for nothing else. For credit cards, the rate is 2.9% with a $0.30 transaction fee, and ACH is 0.8%, capped at $5 per transaction. That’s it. That’s all you’re ever going to pay for.

Another huge benefit to Syncro Payments is that 100% of what you’ll do here lives right inside of Syncro. You apply directly in Syncro. You get approved directly in Syncro. All of your reports, your disbursements, and your disputes all live within Syncro. There are no external portals to access here.

The functionality is virtually identical to what we’ve had for other payment processors in Syncro in the past, which means you can store credit card and bank information and run them against one-off invoices, and you can even set up your recurring invoices to automatically bill against stored payment profiles each month.

Your customers also have full access to make payments and store or update their payment information right from within Syncro’s customer portal. Now, for folks that are on an existing payment processor through Syncro today, which includes our legacy Stripe integration: we heard your concerns around having enough time to get your stored payment profiles over to Syncro Payments while making that switch. So we’ve added the ability to set a default processor to Syncro Payments, which will allow your old processor to still work for stored payment profiles. That means you have all the time you need to move from point A to point B without trying to migrate everything and contact all your customers to update their payment information before the next month’s billing cycle begins. For anybody interested in signing up, go to the Syncro Payments app card in the App Center of your Syncro instance. You’ll find everything you need to get started there.

All right, so next up, I’m going to pass this piece off to Kristen to talk about Microsoft 365 baselines. She is way more knowledgeable and competent around this piece than I am. Kristen, there you go.

Kristen Costagliola: Awesome, thanks, Andy. We have a ton of really exciting things that we updated on our Microsoft 365 baselines for all of you that are using it. The first is what we’re calling rule impact details. What this is: when you have a failed rule, you’ll now be able to see actual objects and information on what has failed. For instance, if you need to have a specific number of global administrators, it will show you all of the global administrators that are in your tenant. If you have per-user MFA, it’ll show you the details on that user. It’ll give you the exact Microsoft object that needs to be updated. You’ll have all of that information anytime a rule fails, so you’ll be able to see exactly what has changed. And for rules that have been successful, you’ll see the number of users and details on compliant objects as well. This should give you much more information as you’re digging in on anything that may have changed.

Next, we also added one-click remediation. One of the biggest things that has come back from baselines is: this is great, but how do I actually fix the problems? This is going to allow you to remediate all of the issues, as many as are possible, automatically within Microsoft. There are some baseline rules that you’re going to have to set up yourself. For instance, the number of global administrators: you’re going to be the one to decide who those administrators are; that’s not something we would be able to remediate automatically.

But anything that can be auto-remediated, we will do it for you with no login, no manual configuration, nothing on your side. You can do this in batch across all of your non-compliant controls. You’ll select within the list of baselines, select all of the applicable options, and remediate any of the ones that are possible. This will continue to move forward and hopefully help your remediations and your baselines getting even stronger within your tenants.

And then finally, the last piece we released within baselines is one-click ticketing. This is going to allow you to turn any failed baseline rules into tickets. You’ll be able to manage these exactly like any standard ticket, and you can do this in bulk. You can pre-populate the ticket body, it makes sure you don’t have duplicates, and it links directly into your normal ticketing workflow. You’ll be able to pick these up within either a project or your helpdesk and have your technicians action and remediate them, getting credit for all of the work they’re doing, especially for the ones that require going into Microsoft directly.

We’re really excited about all of these big improvements on the baselines. We’re hoping this makes your use of baselines and everything continue to move forward so that you continue to secure your Microsoft tenants. We’re seeing more and more attacks in that area, and we want to make sure that you and all of your clients are secure.

Andy Cormier: Awesome. And next I’m going to cover our final big thing we released.

Yeah, so for this one: if it were not for Syncro Payments, which I’ve been waiting years for, this next feature would have been far and away my favorite feature of the year. We’ve made a ton of updates to our customer portal over the past 12 months or so, and still had a lot of folks saying they’re not going to use it because it creates a password nightmare for their customers, who can barely keep track of their Microsoft or Google passwords with SSO, let alone a bunch of one-off passwords. I a thousand percent agree with that sentiment. No way I would have enabled something like that in my MSP for the same reason, because the password reset nightmare is real.

So we finally added SSO support to our customer portal. Not only does it work with Microsoft and Google, it actually supports any OIDC-compliant identity provider. We also built this to be a per-contact setting instead of a per-organization setting. So if you wanted to run the bulk of your contacts at a particular customer with SSO, but leave one or two contacts with a traditional password, or vice versa, you’re free to do that.

For everyone that got excited about Syncro Payments and then became deflated thinking about all the password reset nonsense in the customer portal: Santa did in fact get your letter. These are both released at the same time.

Early Access

Andy Cormier: All right, so let’s shift over to what we’ve got cooking in Early Access.

Right on the heels of our recent AI ticket summarization feature that we released last month, we’re now adding some automated routing mechanics using AI. What this is going to do is offer recommendations on what priorities to set and what technicians to potentially route tickets to. You can set these recommendations for both of those items, or just one individually if you prefer.

What’s going on behind the scenes: we’re taking a look at the past three months of ticket data and asking which technician or technicians have the most experience resolving this type of ticket in the past. Then it looks at the current technician’s workload and makes an informed recommendation on who to assign that ticket to.

For priority, we’re doing something similar: looking at the severity and impact of the ticket, who sent it in and when, and whether they might be flagged as a VIP using tags on the contact record.

There are going to be future phases of this as well that will include additional data points like your current technician calendar load, as well as more automated actions you could potentially take, such as automatically assigning priority and tech without human intervention, and potentially some remediation actions as well. There’s a lot more to come around this feature set down the road, but these are the beginning underpinnings of that.

Okay, and then this last one needs a preamble from me. For those of you that know me, you know I really don’t sugarcoat, and I’m definitely not going to do that when I talk about this next Early Access feature, which is full context ticket search. Historically, Syncro’s ticket search hasn’t been very good. That’s my nice way of saying the searching in our tickets kind of sucks. It sucks because the one thing you won’t want to search for, you can’t search for today, and that is content within your ticket comments.

So the big deliverable here is that you can now search ticket comments, plain and simple. There will be some other bonus features attached to this as well, like the ability to search by specific fields like subject or asset. But I know, beyond a shadow of a doubt from the sheer number of emails you’ve all sent me over the years, that all you really want to do here is search your ticket comments. So here you go.

Ticket comment search will work on the ticket index page itself, as well as our smart search box that’s always available in the header at the top of your Syncro instance. Please, if you haven’t done so already, sign up for Early Access to this one and give us some constructive feedback. I honestly never want to hop onto another release day webinar talking about ticket search ever again. I’d also note that Early Access on this one is moving a little bit slower than normal in terms of our waitlist, so please allow for a week or two after you sign up for someone to reach out to you. And no offense to SSO in the customer portal, but once this update goes live, this will hands down be my favorite new feature of the year.

Okay, with that said, I’m going to pass it back to Kristen, who’s going to cover our roadmap updates.

Roadmap Updates

Kristen Costagliola: I’m also really excited for ticketing. As we always do, the biggest things we look at here at Syncro in our themes are automation, amplifying your team, making sure we’re strengthening our security and compliance across both Microsoft and your endpoints, and making sure we’re building quality and keeping things simple for all of you to use. We want to make sure that all of the pieces you’re using within the Syncro platform are simple and they work all the time.

Our shipping-soon items are the AI triage and dispatch that Andy just talked about and full context search.

We also continue to do a large number of quality-of-life updates. We’ve highlighted a couple with the SSO and other pieces within the customer portal, but we’re continually updating those. Check out our release blog in the KB: it lists out every single update that’s been done across the platform so you can see any and everything that’s been changed.

In motion right now, we are working on one-click ticket resolution. This goes alongside our AI ticket dispatch. The idea is that we are building an AI that will detect the issue and surface a verified fix to a specific set of tickets. It will allow your technician to execute it; we will not be taking automatic changes until you give us the go-ahead. Over time, potentially, you could set it up so that we’ll automatically solve those tickets for you.

We’re also improving our technician calendar syncing. We know there are a bunch of improvements needed, such as out-of-office periods, working hours, recurring meetings, and other things within our Google and Outlook calendars where the sync doesn’t work properly. You’ll see that work properly very soon; that’s in motion and we should see it within the next couple of months. We’re also doing a number of improvements on the API, and one of those is support for OAuth. Today you have to use your API tokens; in the future you’ll be able to use OAuth to integrate with our API.

And then on our radar, we have continuing work on Mac agent enhancements. We know native ARM support is in progress, and we’re continuing the work on access to background tools. Also looking at script execution via the public API; this is coming behind our OAuth improvements. Script execution, audit logging, export of the asset activity report so you can see all of your script execution history across your fleet, one-click app uninstall, project ticket billing, end-user portal ticket summary, recurring billing filters, product bundles, and chat enhancements.

As always, our roadmap comes from all of you and from your feedback. Please continue to give your feedback in the product, through tickets, through this webinar, and in any way that you interact with us in the community. We’d love to hear what you want to see within the platform.

Andy Cormier: So with that, I think we are ready for Q&A.

Q&A

Attendee Question: What about PCI compliance charges?

Andy Cormier: You’re only going to be paying those rates we showed you. There are no other additional fees.

Attendee Question: Can you use physical terminals with Syncro Payments?

Andy Cormier: Eventually, likely. As of today, no. So you wouldn’t be able to support a brick-and-mortar shop if you need to physically swipe a card.

Attendee Question (Rick): How does the default payment processor piece work? Having two different payment providers at the same time.

Andy Cormier: When you enable Syncro Payments, anything you add from that point forward will get attached to Syncro Payments. If you take somebody with a stored profile and move them to the new profile, that will be part of Syncro Payments. If you onboard a new customer and grab their credit card, they’ll be on Syncro Payments. However, any stored credit cards you have today, if you go to run them, will run with your old processor. That gives you all the time you need to slowly migrate from point A to point B. There is no time limit as of today.

And that was something we built from feedback. People didn’t feel they had enough time to migrate all of their customer payments in a month before their next billing cycle.

Attendee Question: How do you handle fraud detection in real time? Is it rule-based scoring, and how is it integrated?

Kristen Costagliola: Syncro Payments is how you interact with us directly. We use Stripe underneath the hood, so all of the fraud detection and all of the really powerful things that Stripe provides in its payment processing, you get to take advantage of. But all of your relationship, your fees, and everything come directly from Syncro. We feel it’s the best of both worlds: you get all of the power of Stripe underneath. It’s really Syncro Payments powered by Stripe. They handle all of the fraud detection, everything you would expect from Stripe, and we surface all of that to you within Syncro so you can take action on it.

Attendee Question: Any plans to allow passing credit card fees to customers?

Kristen Costagliola: This is something that is on our radar. It is not in the initial release of Syncro Payments, but is definitely something we know people want and we will look at where to fit it in.

Andy Cormier: One workaround Robert mentioned: he bakes the credit card fee into his rates and then gives a discount for paying with ACH, which is similar to what you see in other retail businesses with cash discounts.

Attendee Question: Are there any plans to create an official MCP server?

Andy Cormier: Yes, there are official plans. We have some work in flight that we are working through on the MCP side, so stay tuned. Hopefully within the next couple months, you’ll see some pretty exciting updates there.

Attendee Question (Harvey): We need credential access in the mobile app along with the ability to export credentials to a CSV.

Andy Cormier: I’m told by our product folks that those are things they are looking at currently. It does sound like it’s on the radar.

Attendee Question (Alan): Will there be additional training webinars on M365 baselines?

Andy Cormier: That’s a great idea, Alan. Kristen, whoever we have on our side that can run that one, I think that would be a great one to spin up, especially with the new stuff we’re rolling out.

Kristen Costagliola: Yeah, great idea. We’ll tag Lee, who’s our product manager, since he’s sitting in the background.

Attendee Question (Alan): How does the Microsoft 365 baselines feature handle settings drift?

Kristen Costagliola: You can set up notifications to notify you in-app, through email, or via SMS when any of the configuration drifts. We check baselines twice per day. We compare it against what the configuration should be, and if anything fails at any point, you get notified of that failure.

Attendee Question (Josh): What about further integrations of ThreatDown? And policy-based deployments?

Andy Cormier: Yes, that work is starting to get kicked off right now. I don’t have an ETA on it, but being able to deploy ThreatDown through policy, like you could with Bitdefender or Webroot, is coming for sure.

Attendee Question (Rob): Is software available through the API?

Andy Cormier: Yes, this was released. You can check out our API docs. It’s in the asset API, so go ahead and start using that.

Attendee Question (Jeff): Script execution through the API: can we have the ability to enable or disable that feature specifically?

Kristen Costagliola: The ability to do script execution will be tied directly to that same user’s permissions. So if a user has the ability to execute scripts within the platform, that controls it through the API as well. Today that’s handled through user permissions or API tokens, depending on how you have it set up. If you were thinking you’d want to block API script execution even for users who can run scripts in the platform, let us know.

Attendee Question (Jacob): Enable contact sync with Google Workspace?

Andy Cormier: This is definitely something we hear, and I appreciate you asking, because it’s come up a number of times. We don’t have it on our plans today, but continue giving that feedback, and that’s what impacts changes in the roadmap.

Attendee Question (Abner): Syncro Payments has no option for Canada.

Andy Cormier: That’s a good point, Abner. We launched it for US only as of today. We will be adding other regions going forward, including Canada, Australia, New Zealand, the UK, and Europe in general. Basically everywhere that we sell Syncro, you should be able to spin up an instance. But as of today, it is US only.

Attendee Question (Jeremy): To use SSO portal logins, is there a global setting we need to enable? Does it only work for customers with M365 integration enabled?

Andy Cormier: No, you can use this without M365 integration. You’ll set it up on a customer-by-customer basis because you’ll have to configure their SSO provider. So if you use Google, Microsoft, or Okta, you’ll set up SSO directly from the customer detail page. That controls the customer portal experience for SSO. You do not need to have the M365 integration enabled.

Over the next month, we’re also working on adding support for customers to log in with just Google or Microsoft without setting up a full SSO configuration. That will be a configuration you can choose on a per-portal basis.

Attendee Question (Robert): Any plans to integrate with other applications for billing, such as Sentinel One and Cove Backups?

Andy Cormier: As of today, if it’s not in Syncro’s marketplace, it’s not something that would be supported with universal billing. I will say that if you have any interest in Guards, we just launched that product last month. Their ultimate plan uses Sentinel One and has a bunch of other functionality, and it is fully compatible with Syncro’s universal billing feature. Eventually you’ll be able to deploy those through Syncro as well. There is also a method of moving your Sentinel One installs into Guards, so you could move them over and still use them while getting the other features.

Attendee Question: How quickly does Syncro Payments go active after you sign up?

Andy Cormier: There’s an approval process, but we’ve seen those approvals happening very quickly. On average, people are being approved within minutes. The most we’ve seen is two business days. The time mostly comes down to making sure you’ve provided all of the information that Stripe needs to get going.

Attendee Question (Philip): Allowing a payment link on the invoice for one-off invoices?

Andy Cormier: Yes, this is something that’s on our radar. We are starting to explore ideas that would make it much easier to accept payment. That’s on our list.

Attendee Question: There’s an option to bypass MFA when enabling SSO for the customer portal. How do you mitigate the security risk?

Andy Cormier: We’re not turning off MFA entirely. We’re turning off Syncro’s MFA. So your end users authenticate through their identity provider and are not being asked to MFA twice, once for their SSO and once for Syncro.

Kristen Costagliola: Correct. It turns off Syncro’s MFA so your end users don’t have to remember to MFA for their account and also for Syncro. You are able to control this.

Attendee Question: Is there any way to add a Syncro Payments section to the top-level menu?

Andy Cormier: As of today, no, but that’s a really good suggestion. Anything that helps you get to it easier, I’m in favor of.

Attendee Question (Jose): Acronis alerts being integrated into Syncro for tickets?

Andy Cormier: As of today, no. There is a way that you can send alerts to an email address, and you could have it send to your support account to open tickets in Syncro that way. It’s not a full-blown integration, but we do have a lot of Partners doing that to triage tickets from Acronis, or really any third-party platform that doesn’t have a native integration with Syncro.

Attendee Question: How are you ensuring remediation steps are versioned and aligned with Microsoft’s changing baseline definitions?

Kristen Costagliola: That’s one of the reasons we built our M365 baselines integration. We know how much Microsoft changes and how hard it is to keep up. What we do is align with the CIS framework. They evaluate and we look at their remediation steps. As things change, we will update remediation steps on our side, or we’ll be adding additional baselines over time to ensure you’re still set up for compliance.

Attendee Question (Philip): Boolean-type modifiers in automations: if-then logic and similar?

Andy Cormier: I’ll find out for you, Philip. That was on the radar. I can see a lot of benefit to that too.

Attendee Question: Is Syncro Payments different from the existing Stripe integration?

Kristen Costagliola: Yes. With Syncro Payments, you have the relationship directly with Syncro. The fees are exactly as posted, and all of your information lives inside Syncro. With the existing Stripe integration, you have your contract and fees directly with Stripe and you negotiate directly with Stripe. The underlying technology is the same: Syncro Payments uses Stripe underneath the hood. But the relationship, the setup, and everything else around that are different.

Closing

Andy Cormier: All right, well, thanks everybody for your questions. Thank you for joining. We will see you all next month for our next release day webinar.

Kristen Costagliola: Thanks, everybody.

Andy Cormier: Thank you all for coming.