Syncro May 2026 Release Webinar: Linux GA, Ticket Blueprints, Guards Integration, and More

Welcome

Andy Cormier: Hey everybody, thanks for joining. We’re going to get started in just one or two minutes — going to let folks funnel in here.

Andy Cormier: Well, welcome everybody to May’s release day webinar. For those of you that don’t know me, my name’s Andy Cormier, I’m the Channel Chief here at Syncro, and I am joined by our Chief Product Officer, Dee Zepf.

Andy Cormier: Agenda for today, pretty standard fare. We’re going to go over all the cool things we’ve released over the past month, all the awesome things we’ve got in Early Access, and then all of the magic that is currently sitting on our public roadmap. Then at the end, we always make room for some Q&A, so I hope you all came locked and loaded with some good questions today. Just a reminder for folks where this is the first time joining us on the Q&A piece — you’re free to talk amongst yourselves in the chat, but we won’t be pulling any questions out of the chat. There is a separate Q&A module in Zoom, so please be sure to put your questions there. You don’t have to wait until the end. If something comes up as we’re showing something off, feel free to ask it there, it’ll go in the queue, and we’ll hit it in the order that we see them.

Released This Month

Andy Cormier: Alright, so first up, is our Linux agent that we’ve been talking about for the past few release webinars. This is now fully out of beta and ready to go. For those of you that were waiting for this to come out of beta before deploying it, I’m just going to do a quick rundown of everything it supports, because we’ve added a couple new things specifically for this release.

Obviously, all the policy monitors you’d expect to see are there — excessive resource usage, low hard drive space, offline alerts, stuff like that. Linux agents are fully compatible with automated remediation, and are fully supported in our scripting engine. That includes all of the magic commands you’d see below the script editor — things like automatically writing back to asset custom fields, or opening tickets through your script — all of that is fully supported.

They can also now be used as monitoring agents for SNMP. So if you’ve got a Linux server on site, that obviously makes a really good candidate for a monitoring agent for your network devices. Splashtop is now fully supported as well. That was one of the primary things we wanted to be sure we had in place before officially bringing this one out of Early Access. That also supports our work-from-home functionality through the customer portal, so if you’ve got any end users that need remote access to their devices remotely, you can give them access to those in our customer portal. For those of you not aware, it’s a $5 per end user charge, regardless of how many endpoints they need access to — all baked into that $5 per user price point. You can toggle that on right in the end user record inside of Syncro, and that now encompasses any Windows, Mac, or Linux agents that you give them rights to see.

Lastly, I want to assure everybody that Linux agents are going to appear everywhere you would expect them in the platform — all of your views, history, saved searches, reports, automations, wherever you can think of. Linux is now officially a first-class citizen of Syncro, and I’ll admit I didn’t realize until I just read that out loud how long I’ve actually been waiting to say that.

Andy Cormier: When I was just talking about Splashtop Work From Home, I could almost hear some of you groaning — “I’ve really wanted to deploy this for my customers, but you only show endpoints the customer is assigned to, or I have to give them access to all endpoints in the environment, and that’s just not something I can do.” That limitation did suck, and it wasn’t tenable for many businesses. So we fixed it.

Now you can set very granular per-end user permissions — you can access these 4 endpoints, but not these 10 endpoints, regardless of whether the end user is assigned to them or not. This should no longer be a blocker for anyone. And for some extra bonus points, we also added this to the API as well. If you’re hitting the contacts endpoint, you can now assign any number of assets to any given end user through the API directly.

Andy Cormier: Next up this month, we’ve got our Guards integration. Guards is now officially available in our Syncro Marketplace for purchase. For those of you not familiar, Guards is kind of like the Syncro of the security space — they take multiple point solutions from a security standpoint and unify them into a single platform.

They cover endpoint security along with EDR and MDR, but it gets more interesting because they’re one of the few that also includes email security, powered by Avanan. They also have identity detection and response — also known as ITDR — plus dark web monitoring and domain scanning. And unlike other vendors, these aren’t à la carte options; they’re all included in the per-user pricing.

Because all of this is under a single pane of glass, it’s extremely easy to detect where and how attacks are happening. In a typical security stack made up of segregated point solutions, you can stop attacks from multiple vectors, but you’ll often lose the telemetry needed for a full 360-degree view of the origination point and attack vectors being used when something occurs beyond just the endpoint.

The integration itself is pretty cool. On the Guards side, they’ll automatically create tickets within Syncro for alerts, and as status changes on those tickets in Syncro, they’ll automatically be updated in the Guards portal. On the Syncro side, Guards fully supports universal billing. Universal billing is part of our recurring billing system — it ingests usage counts from vendors like Guards, maps that usage to each one of your customers in Syncro, and maps those counts to their respective recurring invoices, every single day. As license quantities change, those counts are automatically reflected on your recurring invoices. This currently supports most of our Marketplace products, including Acronis, Proofpoint, ThreatDown, IRONSCALES, our own native Syncro Cloud Backups for Microsoft 365, and Microsoft 365 licenses themselves, regardless of where you’re purchasing that licensing from.

The last piece to this partnership is that it fully supports your change of channels. If you prefer to consolidate your bill onto a single invoice coming from Syncro, or want to benefit from our universal billing capabilities, there’s an easy path to migrate your existing Guards instance from Guards directly or from a distributor like Pax8 over to Syncro’s billing.

Andy Cormier: Okay, so this next one’s pretty cool. We’re rolling out AI ticket summarization on Team plan accounts. The way this works is for long tickets, we’re automatically going to generate a summary for you. You won’t have to click anything or trigger anything — this just happens automatically.

That summary will automatically update itself in real time as new replies are added to the ticket, or the status changes, or the ticket’s reassigned to a different technician. When the ticket’s resolved, you’ll have a full summary captured and stored in conjunction with it. This works for historical tickets as well — so if you need to research a ticket from three months back that’s a mile long, you can just reference the summary. These auto-generate on any ticket with at least 1,000 characters. It just works, always being updated in the background.

Andy Cormier: Next up, we have Ticket Blueprints. What you really have here is the notion of ticket templates on steroids. This allows you to template out any number of ticket types for various purposes. A basic example might be a phoned-in report of a possible user compromise. You can define all of your ticket values beforehand — ticket subject, priority set to urgent, ticket tags to properly segment and route through automations, automatic technician assignment, or on Team plan, a specific ticket queue. You can even attach any number of predefined ticket worksheets, all by simply creating a new ticket using this template.

But that’s just where it starts. It’s even more interesting for project tickets, where on top of everything I just described, you can create any number of child tickets attached to the parent ticket, all in one shot. And child tickets can also be blueprints — meaning they can have their own predefined values, tags, worksheets, and so on. You can literally create a new ticket with the click of a button and have an extremely robust parent ticket with any number of child tickets simultaneously created and configured all at once.

I know Jess, our community manager, is on this call — I think it’d be cool if we spun up a contest where we pick one of our favorites and mail some people some swag. I just really want to see what people are building with this one. Head over to our community forums and tell us what you’re making.

Andy Cormier: Next up are some improvements around the ability to better audit script runs. For starters, we’re now recording the why. Syncro fired the script because Technician Bob manually fired it against endpoint XYZ, or maybe it fired from a setup script configured in an asset policy, could have been scheduled, or fired from an automated remediation trigger. However the script ran, we’re going to tell you why it ran. The new column is also filterable — if you want to see script runs on a particular endpoint that were just fired from automated remediations, for example, that can easily be done.

This is now part of the script history table on asset records. On the scripts themselves, we’ve also added the ability to track who last updated a script and when. Phase two — making this data available fleet-wide, meaning being able to report on all script runs across all endpoints at once — has just been added to our public roadmap.

Andy Cormier: Last but not least, we have shareable calendar links. This was a popular quality-of-life feature request, and it kind of turned into a much cooler feature by the time it rolled out. I remember in my MSP, one of the biggest gripes I’d hear from my techs was the ops manager riding them about tickets that had been open for a while — “I’ve called this person 47 times, I’ve emailed them, they just won’t get back to me.” Or by the time they do, the time that was being held is already booked, and it’s just nonsense back and forth trying to get something scheduled.

What you can do now is create calendar links specific to each one of your technicians, and those can be included in your ticket responses without any third-party integrations whatsoever. That link will allow your customers to schedule a time directly with whoever owns the appointment link based on their current availability.

(Live demo — screen share)

With the appointment links, I’ve created a couple here, I’ll just drill into one. This is my 30-minute calendar link. Appointment owner is who the appointment’s going to get linked to. If you want to have additional internal resources on this appointment as a standard matter of practice, you can include them automatically.

We also support appointment types — you can stylize your appointments with specific language. You’d set your starting and ending time for the day of where you’re available. A cool feature here is that Syncro has functionality around your business hours and holiday hours — if someone schedules something out two weeks in advance on a holiday, it’ll actually block those days out for you automatically.

You can set your appointment length, and you can have more than one link for the same technician — a 15, 30, and 60-minute link all for the same tech for different purposes. You can set a first available time slot and a customizable buffer time, so if you need an extra 15 minutes after every meeting. On the customer end, when they click the link, they’ll see the available time slots, including timezone handling. If they click any given time, they put in their name, phone number, and email, and the appointment gets booked in Syncro. If you’ve got this synced up to your M365 calendar, it’ll sync there as well as Google Calendar.

That is now live for everybody. And one more late-breaking thing — our senior sales engineer Daniel Hedges just did a pretty significant update to a Power BI template. He’s made a thorough post on our community forums detailing all those changes, and Jess is dropping the link in chat.

Alright, that’s everything we released this past month. I’m going to pass it to Dee, who is going to talk about what’s moving into Early Access.

Early Access

Dee Zepf: Excellent, thank you. Alright, so as Andy went through a bunch of things coming out into release last month, now we’re going to talk about what we’ve got going on in Early Access. First up on the docket, and we’ve talked about this a few times before, is Syncro Payments — an entirely new payment platform we’re bringing into Syncro, backed and powered by Stripe. We already have dozens of folks using the Early Access today, and the feedback so far has been really positive. Approvals have been going quickly, and people seem pretty happy overall with what they’re seeing.

I want to point out a couple of things about Syncro Payments. First, we’ve really tried to be super transparent. There are no variable rates or hidden fees. Whether you key a card in or have it stored, it’s going to be 2.9% plus $0.30 per transaction, regardless of your volume. ACH is 0.8% with a max of $5 per transaction — that’s it. We really tried to make it simple, because what we heard from everyone is that trying to keep up with all the moving pieces around payment processing is really overwhelming.

Second, we’ve tried to bake in everything you need right inside of Syncro. You sign up in Syncro, get approved in Syncro, process your cards and ACH, store payment information per customer, and apply it automatically to recurring invoices. We’re adding a report so you can easily see which customers have stored payment profiles and manage getting the rest in there. Customers can also update their own payment information right inside the customer portal. All reporting is in Syncro, and if you need help, you just reach out to Syncro support.

This isn’t yet at full Early Access — you can sign up today, and the link is in chat. We plan for this to be generally available in June. We wanted to take it through its paces a couple of months to make sure everything’s buttoned up.

Dee Zepf: Next on the docket — Microsoft 365 baselines and one-click remediation. What we’ve done is add a simple one-click remediation for M365 rules. If you see that one of your rules has failed or is non-compliant, you can remediate it right from inside the platform — one at a time, or in batch by selecting multiple rules and hitting remediate. As long as the rules are simple Boolean fixes, we can apply them to your Microsoft tenant automatically, making it quick and easy to bring tenants back into compliance. There’s an EA signup link in chat.

Dee Zepf: Next up and related — one-click ticketing for Microsoft 365 baselines. This is the ability to create a ticket from any of the failed baseline rules with a single click. It pre-populates the ticket with the rule name, details, and current state, giving you a nicely formed ticket you can pick up, work on, or assign to someone else. For things that aren’t a simple Boolean fix, you might want to create a ticket and do some work around it rather than just remediating immediately — this is built for exactly that. Also in EA — you can sign up today.

Dee Zepf: This next project, I have to say, has been a very long time coming for folks that have been with us for a while. We’ve made a couple of runs at this. I feel like this time we’ve really got it. Essentially, what we’ve done is re-architected the backend functionality for Ticket Search.

Now you can search across all of your ticket metadata, comments, labor log, notes, worksheets, and custom fields. There are two ways to do this. One is the Smart Search button — it allows you to quickly search all of the ticket content from anywhere, because that button is available across all pages in the portal. If you want to search on a specific field — organization name, subject, the tech who worked on it — you can do that from the ticket index page. Both use the same behind-the-scenes search capability; we just left the UI in place so you can interact with it in a couple of different ways.

We’ve fully re-indexed all your historical tickets — all the data is there. You can sign up today for Early Access. Feedback is very welcome. This is a big deal for us, and we want to get it right. I know we’ve done a couple of things in search in the past that weren’t particularly good when it came to tickets — we know that. This is the time we want to get this perfect, not just good. If you could spin up Early Access and really bang on it, this is the one I’d really point you toward.

Dee Zepf: Alright, and then the final EA project I wanted to talk about is single sign-on for the end user portal. We’ve heard this request from a lot of you, so we’ve enabled end users to single sign on to the end user portal using any compliant identity provider — Entra ID, Google, and so on. They won’t need a separate Syncro password any longer. You can also run it in mixed mode, so if you have contractors or someone that wants to use a password and you don’t want to enforce SSO for them, you don’t have to. We know that getting your end users into that portal easily — whether for payment, remote access, or anything else — is really important, and we’ve tried to smooth that out.

Roadmap

Dee Zepf: Alright, with that, let’s talk for a couple of minutes about the roadmap before we move into Q&A.

From a roadmap perspective, we’re still working against these three high-level themes for the year: automation of the work, strengthening security and compliance, and building quality while embracing simplicity. These are the themes that underlie everything we’re doing.

In the shipping soon category, we have Syncro Payments, the Microsoft 365 features, Ticket Search, and we’ll always have at least a couple of quality-of-life surprise updates for you next month.

In the world of projects that are in motion — the first is the idea of ticket dispatch. We’ve really been looking at tickets and how we can help you both prioritize them and get them assigned to the right technician. We’ve actually been able to look at the skills a technician has by examining their history of working in tickets and inferring those skills. We’re able to look at their workload, their resolved ticket history, and so when a ticket comes in, we’re assessing its impact, helping assign a priority, and finding the best-suited technician — then recommending both. More to come on this next month, and hopefully we’ll get this into Early Access soon.

Second project in motion is one-click app uninstall — the ability to remotely and safely uninstall unwanted software in one click. Something we’ve heard a lot of folks request.

We also have a few notable API enhancements in motion: OAuth support for simpler and safer integrations with short-lived auto-refreshing tokens, payment amounts per invoice on recurring invoices, and full per-asset software inventory via the assets endpoint.

Dee Zepf: On our radar, we have a lot of projects. First is AI ticket resolution — the idea is to look at a ticket, understand how it’s been solved before, recommend fixes, and get to the point where you can approve a resolution with a single click. There’s also work on Mac agent stability and enhancements, including native ARM support — well ahead of Apple’s Rosetta 2 deadline. We’re adding the ability to run a script via the public API, enhancing fleet-wide script execution audit logging, continuing to build out project management capabilities on top of Ticket Blueprints, chat stability and enhancements, and work on product bundles.

Andy Cormier: I just want to highlight — I think we’ve knocked out more long-time requests in this one webinar than I think we ever have. I see people commenting about it in the chat too. Run script via public API is something people have asked for forever, and I’m super excited that we finally got that going. So many good things we’re delivering and building.

Q&A

Attendee Question: Will our team be able to see saved payment information, or is that something that can be customized within permissions?

Andy Cormier: The actual payment information won’t be visible regardless — it’s all truncated as part of the process, and that data is stored exclusively on Stripe’s backend. In terms of getting to that point in the UI, it’s gated behind the customer’s permissions inside the security permissions group. If they have access, they’d be able to see that a payment profile exists — not what the information is, but that one is stored. That’s by design.

Attendee Question: Is there a way to remove the credit card option and only allow ACH?

Andy Cormier: Yes. In fact, that works today with existing providers. You can turn on credit cards, ACH, or either one or the other — and that’s all that will show for that specific customer when they go into their portal. If they have a large hardware bill, the last thing you want to do is eat 3% on that. You’ve got full control there.

Attendee Question: We’re using WorldPay — can we also use Stripe and face customers over to Stripe?

Andy Cormier: Yes, and I’ll go a bit deeper on that. We heard a lot of feedback around this. It is very hard to spin down something on one day when you’re taking payments throughout the month, and then spin something up the very next day. There will be a way — going into Early Access fairly soon and there for the full release — to use two payment processors at the same time. The idea is not to use two indefinitely. It’s a limited-time migration tool: anybody on your old processor will continue to process in that fashion until you move them to the new one. Anybody you add from that point forward goes onto the new processor. Once everything is migrated, you simply turn off the old one.

Attendee Question: Will we be able to charge processing fees to clients automatically at launch?

Andy Cormier: No. It’s something we’re looking at for the future, but it’s a complicated area — a lot of processing agreements prevent it, a lot of states outlaw it, so there are real limitations around where it can be enabled and what those limitations look like. Not at launch.

Attendee Question: Can we see full credit card numbers once they’re saved in Syncro?

Andy Cormier: No, and that’s by design. It’s going to be truncated. Even though it’s within the Syncro UI, that data is stored exclusively on Stripe’s backend. We don’t touch it, we don’t own it, we don’t store it, and we don’t expose it.

Attendee Question: Any plans to avoid machine duplication when re-imaging computers?

Dee Zepf: We don’t have anything natively built in for that today. You could work around it by creating a script to wipe out the Syncro agent ID and then using the API to update, rename, and reassign the machine. It’s something we can track — if a lot of folks need it, it’s something we could look at building in. The community forums might also have some existing workarounds there.

Attendee Question: Will it show if someone else already has a ticket open to prevent collisions?

Dee Zepf: We don’t have that capability today, and it is something I’m tracking. I’ve seen a lot of Partners solve for it by implementing assignment rules. The ticket dispatch capability we’re building might also alleviate some of that. But if you need something above and beyond ticket dispatch, let me know — it’s something we could look into.

Attendee Question: From a security perspective, does the AI summarization data remain only in the Syncro tenant, or is it used across the platform for training?

Dee Zepf: Two things happen. First, before any ticket data is sent to the language model for summarization, we anonymize and sanitize that content — we remove or mask all sensitive information. Second, the summarization process itself is isolated to generating outputs for your Syncro environment. It’s not used to train any public or shared API models across the platform.

Attendee Question: Are there any planned enhancements for Mailer?

Andy Cormier: As of today, no. I’ll raise it with the product team again, because it comes up from time to time, but there are no current plans on the roadmap.

Attendee Question: With the calendar link, is there an option to bring in recurring appointments from M365?

Andy Cormier: There’s a limitation there today — it will block all your time, but it won’t block recurring appointments from M365. That is something the team is looking to add, so it won’t be there today but it is coming.

Attendee Question: Will Syncro Payments work outside of the US?

Andy Cormier: Eventually, yes. At launch, no. We’re going to get everything perfected in the US first, and then we’ll add support for the other territories we sell in — UK, EU, Canada, Australia, New Zealand. Support for those countries is coming in the future.

Attendee Question: How will Syncro Payments work with QuickBooks Online?

Andy Cormier: Effectively, it’s just a payment — it works the same as if you took a check or ACH or any other method. This applies to both QuickBooks Online and Xero. When you create an invoice in Syncro, it’s duplicated inside QuickBooks or Xero, and any modifications to that invoice are reflected in real time. Once you flag an invoice as paid, or physically take a payment through the processor, it marks the invoice as paid in Syncro and then automatically flags it as paid in your Xero or QuickBooks Online instance as well.

Attendee Question: Are you working on deploying an official MCP server for Syncro?

Dee Zepf: We are making a lot of updates to the API. We have an MCP that we’re running internally. We’d love to hear the types of things you’d like to do with an MCP as we investigate the possibility of that for the future. Feel free to use product feedback to send those requests in.

Attendee Question: For the Ticket Search, does the new search engine fulfill natural language search?

Dee Zepf: It’s not full natural language search, but it will recognize related words. As we were going through search and testing different approaches, related words and fuzzy search capability returned the most consistent results — so that’s the direction we went.

Attendee Question: Any idea when the asset inventory API update will come out?

Dee Zepf: It should be out before our next release webinar — weeks, not months. Should be pretty quick.

Attendee Question: Will the Mac agent be ARM native, or is there already an ARM native version?

Dee Zepf: We are implementing native ARM support as part of the Mac agent work on the roadmap. Rosetta 2 will be phased out with native ARM support available in the coming months — well ahead of Apple’s deadline.

Attendee Question: Would be great to have multiple users be able to have remote access to multiple machines — many to many, but not all to all.

Andy Cormier: Yeah, that’s exactly what we just rolled out. If you go on an end user now, you can say they can access these 5 machines but not these 10 machines. You can still say only apply to the ones they’re assigned to, you can give access to everything, or you can now get as granular as you want as a third option. You’re fully covered there.

Andy Cormier: Yeah, I think that’s about it, guys. Thank you for all the questions, thank you for joining us. We will be back next month with quite a few things on our roadmap. Good to see everybody, good to talk to everybody again.

Dee Zepf: Thanks so much for coming. We really appreciate your time. Take care.