Syncro November 2025 Release: Third-Party Patching, Mobile Time Clock, Report Filters, Co-Managed EA, and Billing Roadmap

November Releases

Kristen Costagliola: First up, third-party application updates. We updated to have a much more comprehensive patching catalog and added the ability to use update-if-present for any application, including custom applications and any application in your full patching policy catalog. We’re hoping this adds a lot of ease of use and customization to third-party patching so you can keep applications up to date across new and existing clients.

Kristen Costagliola: Next, we released the Syncro employee time clock in the Syncro Mobile app. Technicians on the go can now manage their time directly from their mobile device without opening the web app. Time updates sync across the system.

Andy Cormier: A quick note on the time clock: it also rolls into the ticket utilization report. If you want exact technician times rather than just calculating an 8-hour workday, this data will pull in accordingly.

Dee Zepf: On reporting: we’ve heard loud and clear that you want to be able to run reports on specific subsets of your tickets rather than all tickets. We’ve added ticket view filters to both the Executive Report Builder and the Internal Report Builder. Select a saved ticket view when building a report, and only those tickets will be pulled in. You can exclude project tickets, filter by ticket type, focus on a specific customer, or apply any saved view you have configured.

Dee Zepf: We also added new time period options to the report builders: today, yesterday, this week, and last week. And we made a bunch of smaller fixes including ticket tag display accuracy and other quality of life updates.

Dee Zepf: In quality of life: we added a setting to control what auto-fills in the labor log. We heard that the quick fill-in is useful but you want control over the default increment, whether that’s 15, 30, 45, or 60 minutes. That’s now configurable in ticket preferences. We also updated SLA resolution time calculations so you can now optionally exclude pauses from your SLA metrics if you want that to be more accurate. And there were several worksheet improvements.

Dee Zepf: Bulk maintenance mode: you can now set maintenance mode as a bulk action from a saved asset search. Ahead of service work at a client, search for the machines you want, bulk-select, set maintenance mode, and you’re not bombarded by alerts while you work. We also added two Cloud Backup notifications: one when the first backup completes, since that can take time depending on data volume, and one if your tenant gets disconnected for any reason.

Dee Zepf: New training guides are now in the Doc Center. These are task-based walkthroughs with short video content, designed around what you’re trying to get done rather than descriptions of how a page works. The feedback on this format has been very positive. The Doc Center has a feedback button on every item. Please use it. We read those. We also want to note that the Syncro Academy will be sunset by end of year as this content and more moves fully into the Doc Center.

Platform Stability and Performance Focus

Kristen Costagliola: I want to call out something important on the engineering side. We’ve been working hard all year to deliver a lot of new features, and we’re thrilled about the excitement around those, but there is a real balance to strike between shipping new things and making sure the platform is solid. About a month ago, we made a deliberate transition to put a significant portion of our engineering effort toward bugs, performance, and stability. You may already be noticing this in the ticket view page performance specifically, but it goes across the whole platform.

Kristen Costagliola: We’ve also been doing a lot of infrastructure work. There have been a number of major cloud provider outages in the last couple months from AWS and Azure, and we are working on everything within our control to make our infrastructure more resilient to those kinds of events. This remains a big area of focus going forward.

Early Access: Co-Managed Permissions and Script Access by Category

Kristen Costagliola: We’ve expanded co-managed permissions significantly. Previously you could restrict whether co-managed users could run scripts. Now you can also control whether they can edit scripts, favorite them, and do a much larger set of actions with assets and reports. This has been in Early Access and the feedback has been very positive. If you want to join Early Access, please sign up.

Kristen Costagliola: Also heading into Early Access later this month: script access by category. You can assign script categories to security groups, which gives you the ability to limit access for junior technicians, restrict co-managed users to scripts relevant to their customer, or create any category-based access model that fits your workflow. This improves security and helps technicians work efficiently within their scope.

Marketplace: IRONSCALES and M365 Universal Billing

Andy Cormier: A quick update on IRONSCALES. We kicked off this integration last month and it’s moving along well. I know there are a lot of folks eager to migrate existing IRONSCALES accounts to Syncro for Universal Billing, and others waiting to spin up new accounts. I don’t have an exact date yet, but we’re still targeting Q4. IRONSCALES is an email security vendor similar to Proofpoint that uses Microsoft’s APIs exclusively rather than routing mail flow through their service. They have no minimums, no time-based commitments, and all support including Tier 1 is handled directly by IRONSCALES.

Andy Cormier: We’ve also promoted Microsoft 365 license support for Universal Billing to the next priority after IRONSCALES, based on popular demand. This is basically the same as what we’ve done with cloud backups: billing for M365 licenses is a massive time suck, and Universal Billing was designed to solve exactly this. Here’s how it will work: we already pull M365 license data through Entra ID sync. We’ll extend that into reporting and billing mechanics the same way our other Universal Billing vendors work. You’ll be able to allocate licenses in managed services contracts, have quantities automatically update on recurring invoices as they change in your tenants, and optionally show $0 line items to demonstrate value to customers who have licenses included. M365 Universal Billing requires Entra sync, which is part of the Team plan, so this will be exclusive to Team plan. It will work regardless of which distributor you use to purchase M365 licenses.

Andy Cormier: After M365, we also have Phase 2 of ThreatDown and additional Universal Billing support for Bitdefender, Webroot, and AutoElevate in the queue.

Roadmap: Project Management

Dee Zepf: Project management is a long-running area of investment. We’ve already shipped the ticket view filter in report builders, which lets you look at your metrics for specific ticket types, including filtering out project tickets. Coming next: a parent ticket upgrade so you can see all child ticket details, status, assignees, due dates, and progress directly on the parent ticket without clicking into each child. This is in development now. Color coding will be in before it ships.

Dee Zepf: Also in development: ticket blueprints. You create a parent blueprint and child blueprints with all the default fields, worksheets, and data you want, and when you create a new ticket, you can apply the blueprint. It automatically generates the parent and all children with everything pre-populated. Designed for recurring project types: new client onboarding, new user setup, machine configuration, anything you do repeatedly.

Dee Zepf: Following those: billing visibility for parent-child ticket charges so you can clearly see and manage what you’re charging for on projects. Then project ticket billing exclusions, a new issue type or link type that lets you filter project-related tickets out of recurring billing automatically. More to come in project management beyond these, but we prefer to under-promise and over-deliver, so these are what’s absolutely on task right now.

Roadmap: Reporting

Dee Zepf: Reporting is the other major area of ongoing investment. Three phases. First, improving existing reports: adding filters for billable vs. actual time, adding ticket subject and total time to the ticket time entry report, adding top-5-devices to the executive summary report so you can easily see which devices are having the most issues, and adding created date and technician to pending ticket charges so you have more actionable billing analysis data. Ticket blueprints are also in this category.

Dee Zepf: Second, Power BI templates. We currently have a Power BI app in the Team plan that isn’t editable. We’re replacing and expanding that: we’ll launch a Power BI template hub with pre-built, editable templates available to all plans including Core. Simple connection instructions, community hosting, and a planned Power Hour session. We’ll also continue expanding the API to support all of this, adding new endpoints more aggressively than we have been.

Dee Zepf: Third, a redesigned reporting interface. A more fundamental reimagining of how reporting works in Syncro. This is further out, but we’re actively exploring what that looks like given how rapidly the data and AI landscape is evolving.

Roadmap: Near-Term and In-Design Items

Dee Zepf: Near-term items actively in development: co-managed permissions and script access by category as just covered, IRONSCALES integration, the Linux agent entering Early Access, asset view CSV export, Power BI template hub, mobile app ticket filtering. In-design items: M365 Universal Billing, expanded security baselines, Stripe ACH, Linux agent Phase 2 with scripting and remote access, the additional reporting projects just mentioned, and ticket blueprints. On the radar: easy app uninstall, product bundle improvements, script change log and audit log, reporting enhancements, chat stability and usability improvements, Mac agent improvements, more project management features for end user portal visibility and billing.

Community Update

Andy Cormier: We’ve been investing heavily in the community forums for the past six months and we’re seeing record activity month over month since the official launch. The community has become the primary place for release announcements, webinar scheduling, other promotions, and peer interaction. Product team members are active there alongside Jess, our community manager. We’ve spun up an anonymous feedback survey for the community platform itself, linked in the chat, and would really appreciate your input on how we can improve it.

Q&A

Q: When will M365 Universal Billing be available?

Andy Cormier: Q1 2026 is a fair estimate. It goes immediately after IRONSCALES, which itself is weeks away, not months. So Q1 is the right expectation for M365.

Q: Will Universal Billing create separate line items for every product?

Andy Cormier: When you pull up a recurring invoice, you’ll see all usage for that customer across supported vendors. You select what you want to add as a line item. Each line item maps to a product you have in Syncro, which then maps to your accounting system. Once added and mapped, counts update automatically as they change in your tenants. I’ll do a live demo of this at the next webinar.

Q: Will M365 billing include unallocated licenses?

Andy Cormier: Yes, that’s the default. If a license is unallocated, you’re still paying for it, so we pull it in. If you have a use case where you wouldn’t want to bill for unallocated licenses, let us know in product feedback. We discussed this internally and couldn’t think of a scenario where you’d want to eat that cost without billing it, but there may be some.

Q: Does M365 Universal Billing only work if we buy licenses through Syncro?

Andy Cormier: No. You can’t buy M365 licenses through Syncro and we don’t expect you to. The billing integration reads from Entra ID sync, so it doesn’t matter where you purchase licenses. TD Synnex, Ingram, Pax8, direct from Microsoft, all work the same. For all other marketplace vendors like IRONSCALES, ThreatDown, and Acronis, you do purchase through Syncro.

Q: What is the difference between the Pax8 integration and the new M365 Universal Billing via Entra sync?

Kristen Costagliola: The Pax8 integration pulls in licenses you purchased from Pax8, which you can use to bill. The new M365 Universal Billing via Entra sync reads the actual license counts from the tenant itself via CSP access. These two can differ, and the Entra sync approach gives you a more accurate picture of what licenses are actually deployed and allocated in the tenant.

Q: What Linux distributions will be supported at launch?

Kristen Costagliola: Ubuntu LTS 20.04 and above is confirmed for initial launch. More distributions will follow. If there’s a specific distro you need, please submit product feedback and we’ll prioritize accordingly.

Q: Will Splashtop be included in the Linux agent at Early Access?

Kristen Costagliola: No, not in initial Early Access. Splashtop for Linux requires significant development and is planned as part of the Phase 2 rollout and is required for general availability. During Early Access, we want to focus on testing the agent install, stability, and resource usage before adding remote access on top.

Q: Will the Linux agent support ScreenConnect?

Kristen Costagliola: We’re investigating this. Our goal is to reach parity with how Windows and Mac handle third-party remote access tools including bring-your-own ScreenConnect. We’ll have more details in documentation as we approach the launch.

Q: Will the Linux agent work headless?

Kristen Costagliola: Yes. It’s CLI-based and designed to run directly in the command line, so headless operation is fully supported.

Q: What is the timeline for Stripe ACH, and will it be available in Canada?

Dee Zepf: We’re through the design phase and into engineering. Phase 1 will be US only. We’re hopeful it will be in at least some MSPs’ hands in Q1 2026. International support, including Canada, will follow quickly. We’re also planning to include the ability to pass credit card surcharges to clients in a way that is compliant with local laws and card agreements.

Q: Are there any Copilot integrations in the works?

Dee Zepf: Yes, we’re actively investigating and running small pilots. If you have a specific use case or pain point where you’d like to see Copilot integrated into Syncro, put it in product feedback or share it in the webinar chat. We’ll hear a lot more from Syncro on this heading into 2026.

Q: Are there MDM or Intune integration plans?

Dee Zepf: We’re investigating closer Intune integration and have plans to work on it in 2026. If you have other MDM tools in mind or specific use cases, let us know. The M365 device-to-user auto-mapping that currently happens on initial sync is also on the quality-of-life list to be made recurring rather than a one-time sync.

Q: Is a Sync Now button for M365 planned?

Dee Zepf: Yes, it’s on the list. No specific timeframe yet.

Q: Will Power BI expose more data over time?

Dee Zepf: Yes. The plan is to continue expanding the API so there’s more data, more flexibility, and more endpoint types available for Power BI and other integrations. API expansion is an active and accelerating area of investment.

Q: Can the API be used to create, update, and execute scripts?

Kristen Costagliola: That’s something we hear a lot and we are actively investing in the API. It’s also a key piece of the Roost integration we’re in conversations with. We’ll be building this out as part of broader API expansion.

Q: Can bulk script run results be tracked?

Kristen Costagliola: Yes. The script change log and audit log feature coming in the roadmap will address exactly this: who ran a script, on which devices, what the results were, and the ability to drill into logs for bulk actions.

Q: Which mobile app should we be using?

Dee Zepf: Use the new Syncro Mobile app, identifiable by the updated Syncro logo. It has thousands of weekly active users and gets improvements every month. The only reason the old app hasn’t been sunset is it has invoicing features that haven’t yet been built into the new app. If you’re in the new app and having issues working on tickets or assets from alerts, contact support. That should be working correctly.