Syncro October 2026 Release Webinar: Automated Triage and Dispatch, Syncro Credits, Draft Invoices, and More

Welcome

Dee Zepf: Hey, everyone! Welcome to the webinar! Thank you all for taking time. All right, we’re a couple minutes past. I still see people coming in, but we should probably get started.

Welcome, everyone. Thank you for coming. My name is Dee. Hopefully most folks know me by now. I lead product here, and I’m joined by Andy, our Channel Chief.

So Andy and I are going to walk through what’s new, what’s been released. We’ll go through some open beta features. We’ll talk about the roadmap. As always, we will leave as much time as we can to answer as many questions as possible at the end.

I would ask, please, if you could, use the Q&A module, not the chat, for your questions, just so that we can keep track of them and get as many answered as possible. So it’d be great if you could use the Q&A.

Released This Month

Dee Zepf: All right. With that, let’s get into what’s new and what’s released this month.

First on the list, we officially released our automated triage and dispatch functionality. For folks that are opted in and have AI features turned on, you’re going to see this now right in your ticketing system. We’ve seen some pretty great results for this in Early Access, both in looking at our data, as well as in talking to folks that are using it. Time to assignment is down by over 40%. We’re also seeing people are increasingly comfortable with turning on and using the recommendations that we’re making. About 8 out of 10 tickets right now are being assigned to the suggested technician.

And so, as you can see here in the screenshot, what we do by default is we recommend a technician, and there’s a little check mark next to it, it’s kind of in gray, and you can just click to confirm it, or click to confirm the priority on the ticket, so it’s one click. Or you can change that recommendation, if you’d like, by just clicking the drop-down and selecting something different.

If the person we recommend starts working the ticket, we’re going to automatically assign the ticket to that person as well, so we’ll make that connection for you.

By default, this is off and running in recommended mode, but you can also turn it on automatically, and so it will automatically assign the priority and or the technician. You can do them separately, one at a time. And you can see at the bottom here, when we auto-assign the priority, we give you a nice little marker that shows you it’s auto-assigned. If you hover over it, we give you a little tooltip there. We also tuck a comment into the private comments when we auto-assign something, so you can see the system actually assigned it for you.

All right, so a little bit of how it works, just a behind the scenes for folks. I think I’ve talked about this before, so I won’t spend too long on it, but it is a different way of working, and so I just want to make sure I describe it to y’all. So, basically, the moment a ticket is created, our agent analyzes the subject and the description and begins the triage. It looks at, is it an incident or a request? It looks at what type of ticket it is, what the classification is, and so we have a whole classification model. We look at how urgent it is and what’s the impact. Is it affecting one user, an entire organization? We also look at if it was sent in by a VIP, a tagged individual that’s a VIP, and we use those things to think about what is the priority of the ticket, and to either recommend or assign the priority.

And then we look at a bunch of signals to figure out which technician to assign it to. The nice thing about this is that the technician’s skills, and how we choose the technician, is really built on the history of how you’ve been dispatching your tickets, and so we look at the skills that a technician has based on their prior ticket experience.

We look at their availability based on calendar. We made some updates to our calendar to make sure it’s syncing well and that’s working well. We give some priority to previous client experience, if they’ve done a bunch of work with a specific client before, and we also look at their current workload. And so, based on all of those things, we assign it to a technician.

Let’s say we assign it to someone, and maybe you’re trying to skill up someone new on a certain set of skills, or you’re trying to do something else. When you override the suggestion, our system is going to learn over time, and it’s going to help train up the system on your specific tickets and your specific needs. And so it’s constantly learning as you work with it as well.

And I mentioned this already, actually, but you can set the autonomy on this. So for triage, we suggest a priority or we auto-assign it. Same with dispatch. And as I mentioned, we give you an indication in the UI that it’s auto-assigned, and we tuck a comment into the ticket as well, just to make sure it’s super transparent and 100% in your control how much of this you want to let us do.

Open Beta

Dee Zepf: All right, next up, I want to talk about guided ticket resolution. This is currently in open beta.

Guided ticket resolution really helps you automate remediation for common, known issues that have recommended fixes, right on the ticket that you’re working in, and so you can just approve running something with one click. The remediation panel is going to show up in a ticket if we have something available. It’s going to identify the issue from the subject and the description, and it’s going to let you do things like reset Microsoft 365 passwords, block or unblock sign-ins, and revoke sessions. It’ll also run diagnostic scripts. It’ll clean up low disk space and restart print spoolers. We’re going to continue to add more actions from here over time.

Let me talk to you a little bit more about how it works. Once again, behind the scenes, since this is a new way of working, I wanted to take a minute to describe what we’re doing here. First, when a ticket gets created, the subject and description get examined, and the system determines if there’s a recommendation that matches that. If you get a ticket that comes in poorly formed, we’re also planning to re-trigger this. So maybe you’re editing the subject because it got sent in with a terrible subject. We’ll re-trigger those recommendations for you based on that.

If there’s a match, you’re going to see the right panel, a recommendation with a recommended action. It’s going to show you the targeted device and the script that we’re planning to run before you have to approve anything. You’re going to get full visibility into that.

You can choose to run the Syncro scripts that we maintain and have as a default in there. Or let’s say you have your own disk diagnostic tool you like to run, or your own disk cleanup, and you have your own process. You can map it so that it will run your own script, and you’ll still be able to do that with one click.

Then it will run, and it will also give you a full audit trail. Right in the ticket, it’s going to give you the script outputs and put a comment in that it ran, so you can see all of that in private notes. You get access to, and an understanding and audit trail of, everything that happened.

So this is in open beta today. Feel free to go ahead, turn it on, check it out, and see how it works for you.

Syncro Credits and Usage Dashboard

Dee Zepf: All right. The last piece I want to talk about is Syncro Credits and a new usage dashboard that we are releasing. Syncro Credits is a new thing. It’s essentially us measuring your AI usage, and the value that you’re getting from it, so that we can charge you for it. I promise you’re only going to pay for what you get value out of, but let me describe a little bit more of how this is going to work.

Every licensed user on the Team plan or the IT plan gets 150 credits, and those credits are going to be added to a shared monthly pool. So, for example, let’s say you’re a five-tech team. Every single month, you’re going to start with 750 credits that you get to use. It’s going to reset every month, so the credits don’t roll over, but every month you’re going to get 750 credits to use in that month.

Only two things are going to consume credits when we launch. Automated ticket triage and dispatch will cost one credit per ticket, but only if your team accepts the recommendation or suggestion, or turns on auto-assign. If you don’t think we assigned it properly, or you’re not happy with the priority we set, we’re not going to charge you for it. We’re only going to charge you when we’re getting it right for you.

Similarly, guided ticket resolution, which is currently in open beta, will cost 5 credits per ticket, but only when your team approves a fix and runs an action. If you decline it, because you don’t think the recommendation’s right, it’s not going to consume any credits at all.

And we’ve made it so that you don’t have to guess how many credits you’re using. We’ve created a usage dashboard. It’s live now in admin, so you can actually see how your account is tracking against your pool. We don’t think, especially in the early days, there’s going to be a lot of overage, but you’re going to be able to see every single timestamp, every single ticket. You’re going to be able to drill in and see exactly what’s happening behind the scenes.

So, just to recap, you’re only going to pay for what you use. As I mentioned, you accept a suggestion, you let something run. If you override or decline it, no credits get consumed. You’re going to decide what you want to use. We’re going to give you these free credits, and when you come close to the limit of free credits, we’re going to give you a warning. And if you use all your free credits, we’re just going to stop working, unless you set a limit to say, “I’m happy with you going over my limit, and I’m willing to do that.” So we’re really going to let you be in control of whether you get charged for this, and how much value you’re seeing from it.

From a rollout plan perspective, for October, we’re really just letting you track your usage and measure value. We’re showing you your tickets, and we put up the dashboard. All the way through the end of January, we’re just going to let it run like this. We’re not charging anything, and we’re only going to start come February. So between now and then, you should have a really great idea of exactly what you’re using and exactly how much value you’re getting out of it, and whether you want to think about a limit over the free credit amount, or whether that free credit amount is going to serve you well. Feedback is welcome, but we’re trying to be super transparent on this one and let you get a sense for it before it goes live.

All right, with that, I think I’m handing it over to Andy.

Platform Updates

Andy Cormier: Thanks, Dee. On this next one, Syncro made a commitment a while back that it was expanding beyond RMM and PSA as your two core pillars, and that we were going to add a third pillar for Microsoft 365 management. You can’t really run an MSP today without that being a primary function of what you do anymore.

So this is our new M365 Tenant Health Dashboard, and it’s really one of the final pieces we’ve been looking to add to round out this functionality. This is a snapshot of everything that’s happening across all facets of our integration with Microsoft 365. That includes seeing which tenants are and aren’t in sync in terms of contacts or end users, when that sync last occurred, which tenants you’re monitoring in terms of security baselines, if you’re using those, and what profile they’re currently being monitored under.

And for everybody using our native Syncro Cloud Backup functionality to protect things like Microsoft 365 email, OneDrive, SharePoint, Entra, et cetera, you can see the current state of that here as well. By the way, for folks that don’t know about that, we’re going to drop a link to it in the chat. We’ve got a fully native M365 backup solution built right inside of Syncro that we launched earlier this year. It’s extremely competitive from a pricing perspective, and it includes unlimited storage per backed-up user as well. It’s fully baked in. It even supports our universal billing integration, which allows you to automatically pass those charges on to your customers, even as those counts increment or decrement throughout the month.

So, much like our overall M365 story here at Syncro, you’re going to see consistent improvements to this dashboard as we move forward. Please be vocal with your feedback on this one in particular, because this is going to become a very central source for all things Microsoft 365 within Syncro going forward.

All right, next up, we’ve got ThreatDown through policy deployments. This is the native ThreatDown deployment through Syncro’s asset policies, which is now finally live. This one definitely took longer than we had hoped. It covers both Mac and Windows deployments. So now if you go into your asset policy, under the antivirus section, you’re going to see ThreatDown as a deployment option, along with a couple of other things like Bitdefender, for example.

You’re going to be able to map your Syncro customers to your ThreatDown customers, so it knows specifically where to link those deployed agents inside the ThreatDown console. Then it’s going to start automatically deploying them. It’ll also tell you whether any given endpoint is protected by ThreatDown or not, so you’ll never have to worry about a newly added endpoint not being protected once it joins an applicable Syncro policy.

Next up, we have our customer portal. We’ve talked about this over the past couple of release webinars. We’ve spent a lot of time beefing up our customer portal from just about every angle all throughout 2026, and this is more or less the final piece of that puzzle, which is custom domains.

Now you can have a customer portal that routes to, for example, portal.mymsp.com. It’s super easy to configure. You just add a new CNAME record in your domain registrar, then add the domain in Syncro, and we’ll even confirm for you in-app when those changes have successfully propagated and you’re online with your new custom domain. I know this has been a huge ask from folks for years and years, and it’s finally here, so that’s a super exciting one for everybody.

Next up, this is kind of a big one too. We’re adding the notion of draft invoices into Syncro. This is really what I would call the foundation for more of an approve-and-post type feature set down the road. But today, it basically allows you to create invoices in a draft state, which remain that way until you decide to publish them.

Besides the obvious, this has some other downstream benefits as well. When you’re creating a draft invoice, it no longer shows up in the customer portal while you’re working on it, as one example. This also allows you to keep invoices in a draft state by default, so your billing admin can review everything prior to approving the final billables. I know a lot of larger MSPs, including my own from way back when, exclusively operate this way, where no invoice is final until the billing admin has had the final say on it and reviewed everything independently.

This is also going to work everywhere you’d expect it to. For example, you can now have recurring invoice templates create draft invoices for review instead of just generating finalized invoices out of the gate. I know a lot of folks like to pre-audit license counts and the various things they’re billing customers for, and this is now easy to do as part of our recurring invoice system.

And lastly, in terms of syncing to your accounting packages, Xero already has the notion of draft invoices natively. So our draft invoices will sync over to Xero in a draft state, and when you update them to a published state in Syncro, it’s going to make those changes in Xero as well. QuickBooks Online doesn’t have that notion, so a draft won’t sync over until it’s been fully published. Effectively, a draft invoice is like a pre-invoice, and as soon as it’s published, it’s going to sync over like it does today. Or I should say, like it did yesterday.

One of the last things we’ve got here: we also rolled a bunch of long-time requests into one. The Syncro agent is now going to pull in all sorts of new and useful stuff that it never grabbed in the past.

Logging BitLocker keys is one of the big ones here, and it showcases two things, really: is this machine currently encrypted, and if it is, what’s the BitLocker key? Every time anybody asked if we grab BitLocker keys, I’m not going to lie, it felt kind of gross saying, “Sure, but you kind of have to script it, and then you have to write it back to a custom field.” This is really something we should just be doing for you, and now we do. This also covers every single drive, not just the system drive. So if you’re required to keep all drives encrypted for compliance reasons, that’s now easy enough to report on as well.

Then we’ve added a list of admin users on any given machine, which is pretty self-explanatory, but I know a lot of folks were after that one as well, especially if you’re adding temporary admin accounts that you realize are still on the system when they weren’t intended to be. That’s a very good way to clean that up.

And then the big one here is knowing whether someone is physically using a machine or not. It’s super annoying for a tech to assume no one’s on the machine, log on, and lo and behold, there’s some type of HR document or some other nonsense on the screen that the person sitting there is getting mad that you happened to see, even though they asked you to log on and look at a problem just 15 minutes ago. Well, now you’ll be able to see if the machine is idle or not prior to logging on.

As part of this, you’ll also be able to see who is physically logged on in that moment. We did show the logged-in user in the past, but it was updated so infrequently it wasn’t really useful.

A couple of other things we added here. A random one, but the current license status of Windows, for example, is another data point we’re going to start pulling in. All in all, this is a huge update all around. I think practically everybody on this call has probably asked for one of these things over the years, so it’s pretty cool to knock all of these out in one shot.

Also, all of this is going to be available through the API as well. Most of it’s available today, but the BitLocker keys and admin users are going to have their own dedicated endpoints, and those are going to show up in the next week or two, so that’s imminently coming out.

Okay, last, we have two smaller updates I’m going to mention really quick. First, we made some updates to the patching dashboard. This is mostly smaller stuff, but the real value add is that whatever you had set and configured the last time you were on this page is exactly how it will load the next time you bring it up. If you always need to set it up a certain way, you no longer have to do that every time you hit this page. And this is a per-user setting, so you don’t have to worry about another technician impacting how the patching dashboard loads for you specifically.

The other thing we added is biometric support for logins across iOS and Android, like Face ID, for example. We also fixed an issue that was kind of annoying. When you moved from a Wi-Fi connection to your cell connection, or vice versa, in most instances it would ask you to re-authenticate your session. You don’t have to do that anymore. It’s no longer an issue.

That’s a full rundown of everything we released. I’m going to pass it back to Dee, who’s going to hit the roadmap.

Roadmap

Dee Zepf: All right, let’s hit the roadmap. Same themes we’ve talked about: working on automating your work, also securing and helping you secure the environment and protect what matters, and focusing on building quality. I think you’ll see that even from this past month, with all the improvements we’re talking about, like the great improvements the team made in and around assets and draft invoices. There are a lot of things in the core platform, and we continue to enhance the mobile app, as well as starting to innovate and automate more around AI and those new features.

In terms of what is shipping soon, a handful of things. We’ve talked about some of these today, like guided ticket resolution. Two things we haven’t talked about today are in and around the MCP server. I did see a couple of comments from people saying they’re loving using the MCP and the Claude integration. We’ve had a lot of Partners use the MCP and continue to use it on a regular basis.

This will be an ongoing stream of work, because it’s been really, really popular, and I think it’s a great unlock for folks to be able to work in their AI tools. For anyone who hasn’t checked it out, we’ll probably post a link to the MCP documentation. It’s super easy to get up and running.

We’ve already launched the core MCP, as well as a plugin with a few skills in it, and there’ll be more coming soon. We’re adding to the MCP the ability to fix a time entry, and do ticket comments, estimates, and billing, so we’re opening up a lot more data for you there so you can get a lot more done.

We’ve also been working with one of our Partners, Jasper, who many of you know from ROI, on a QBR, Quarterly Business Review, skill that’s going to allow you to create a custom QBR really, really easily. It’s really professional and gives you a bunch of different choices, so you’ll have a nice, client-ready QBR that’s easy to customize. We’ll talk more about that probably next month at our release.

We have, I think, 100 or so folks running the updated ticket search. We’re getting good results. There are a couple of changes going in, but we expect full content ticket search to launch soon.

We’re adding a new form to the mobile app to allow you to capture a signature at the start and end of a job, so that’s the intake-outtake form. We’ve also had a lot of interest in Syncro Payments. A bunch of folks have signed up for it, and we’ve gotten really great feedback. One of the things we heard is that you really wanted more insight into reconciliation, where your fees are going, and how that plays out on a transaction-by-transaction basis. So we’re adding a nice new report there to give you even more access and visibility into that.

In terms of things that are in motion, we’re working on a ticket intake chatbot that’s going to allow your users in the end user portal to enter a ticket, and it’ll ask them a few clarifying questions so that you get more information into the ticket. It’s also going to attach the device and figure out which device the issue is happening on. So hopefully you get more well-formed tickets on the way in.

We’re working on QuickBooks Online sync. We’re making the errors more visible and adding automatic retry, so we’re trying to make sure there are no silent failures and that we’re doing a more resilient job of making sure that sync works well.

There are also some more cool improvements coming into the assets area of the product. One is bulk sync, so you don’t have to do one at a time, and auto-refresh, so the data is going to refresh a lot more often, and you can sync a lot at once.

We’re also working on a redesign of assets, to make it a whole lot easier to find what you’re looking for, save your searches, and get the information you need about an asset, laid out in a way that’s easier to navigate, with fewer clicks and the important things right in front of you, and to let you choose what’s most important for you to see on an asset. We’re working with some of our Partners on this redesign. That’s in motion, and we’ll have some sneak peeks to share with you.

On our radar, we’re still looking at script execution logging across your fleet, one-click app uninstall, and some additional project management capabilities around billing and the end user portal, to make project management a little easier to do in the platform.

All right, with that, I’m going to hand it over to the Q&A, and I’m assuming, Andy, maybe you’ve found a few juicy questions to answer while I’ve been talking roadmap.

Q&A

Andy Cormier: Yeah, lots of interest in all of the things, which is cool to see. Lots of questions about last user activity, and how often you’re going to be able to see if somebody’s idle or not. I actually asked that same question right before this, because I was curious, too. Previously it was on a long sync, and it just wasn’t useful. Now it’s basically going to update at the same frequency that the little screenshot updates, which is near real time. So you should pretty much always have the answer to whether the machine is idle and who is currently on that machine.

Let’s see what else here. A question about assigning client users as a VIP. I think that was in one of the shots. Does VIP status have limits? So, VIP status you can set on customers and contacts, just as an asset, or excuse me, as a tag: a customer tag or a contact tag. That will flow into your automation. So when a ticket’s created, you can say, okay, this ticket’s being created for a VIP customer or a VIP contact, and then you can go take specific action for them.

Dee, there are a couple of questions around the timeframe for enabling automations, like going from “I’m going to accept this” to “I’m just going to go ahead and allow the system to do it.”

Dee Zepf: Yeah, for sure. I see a couple of questions here around enabling automation. For ticket triage and dispatch, that is available today. It’s a setting for you to choose in your AI settings. We are defaulting to recommend, where you need to approve by clicking the check marks or by starting to work the ticket.

For ticket resolution, I don’t have a timeframe yet for when we would move to auto-running a resolution. I think we’re going to want to see this running in recommend mode for quite some time before we feel comfortable saying we’re going to run it in automated mode.

There’s another related question here around ticket resolution. Someone is saying that, regardless of the issue, they would just like to run a script and have the results saved in a private note, and I think that’s a good idea. It might be something the team is tracking. I think the request is, if we don’t have a suggested script, potentially the ability for you to just select a script, without an AI suggestion or AI matching, and say, “Hey, I’d like to run this script,” and then have the ticket comments automatically logged. So I will take that one back to the team. It’s a good suggestion.

Someone else asked about charging and what we are charging for in terms of automation. Super quick recap, and I think there’s a link to learn more about Syncro Credits, but we’re not going to start charging until February, and we are going to be using a credit system where it’s 1 credit if you accept a triage and dispatch, and 5 credits if you accept an AI-recommended resolution for a ticket. More details on that, but the actual charges don’t start until February, and as I mentioned, you’ll need to agree for us to start charging you for credits. We’re not going to just do it automatically.

Andy Cormier: A couple of invoice questions here. One is, are we thinking about adding void on an invoice? It’s a pain to delete the invoice. Totally agree. I just messaged Bobby, our PM on the PSA side, and I will say it’s not officially on the roadmap, but it is on his radar. We are aware of that one, so it is something we’re looking at, for sure.

Does the updated BitLocker encryption reporting require M365 Business Premium? It does not.

Dee Zepf: I had one quick one on invoices, since you were talking about that. Someone was asking about the invoice date and publish date. There are some updates and fixes going in there, and we’re looking at getting that released over the course of the next week. We’re essentially updating it so that the invoice date is going to behave the way it did prior to drafts, so the date that you put on the invoice will be the date that flows through. We’re actively working on it, and it should be in place by next week.

Andy Cormier: A question about whether there are any plans to add a robust opportunity and/or sales pipeline module to Syncro. I will say no as of this moment, but trust me, I am fighting that fight, because I want to see that too. That was a huge deal for us at my MSP, so I totally get what you’re after, but as of today, there’s nothing on the roadmap for that.

Paul’s asking, are there any plans for a reduced Syncro license for an admin-only bookkeeper or receptionist, especially to hit publish on those new draft invoices? Paul, this comes up from time to time, and as of today, no. I will make a general comment, from my own general opinion here. Obviously, Syncro is priced differently than most per-endpoint products. On a per-endpoint product, it’s not a big deal to add another user, because it doesn’t cost anything; you’re already paying per endpoint. On Syncro, you’re getting unlimited endpoints. So in one aspect, I can add as many endpoints as I want and never have to pay for them, but then you would have to pay for another user. Stack to stack, it still comes out significantly cheaper on Syncro. But if you have an issue specifically with that, you’ve got a bunch of users on Syncro, and you have a special case, just email me directly at andy@syncrosecure.com, and I’ll see if there’s something we can do there. But officially, no.

Dee Zepf: I had a question come in on… oh, sorry, Andy.

Andy Cormier: No, no, you’re good, Dee.

Dee Zepf: Are we going to talk about the MCP release? I mentioned it in the roadmap section, but I’ll mention it here again for folks that haven’t seen it. The MCP server is out. There’s no charge for anything with the MCP server. It’s essentially you bringing your own AI tools to the party, and it’s available to every Syncro user. It allows you to talk to your AI tool of choice and do things like get tickets, asset information, alerts, contacts, and invoicing. We’ve also created a plugin for Claude. The plugin is for Claude specifically, and it adds some new skills as well, so feel free to check that out. It’s something we’ll talk about more.

We also did one Power Hour, and I believe there’s a recording of the Power Hour out there covering the plugin and the things you can do. We can also do more. I know it’s a big learning curve for a lot of folks, and it’s kind of fun. I’ve been talking to folks, and they’re learning and trying things out with it, so I think it’s an area where you’ll probably see us do a little bit more sharing and walking through it.

Someone else asked about tying in your own AI with Claude and skills that you’ve created. I’m not 100% sure I understand the question, but the MCP would let you use Claude, or any AI tool you want, to communicate with Syncro. So let me know if I didn’t understand the question on that one.

Andy Cormier: Dee, I think this is probably for you, but I’m going to ask it. A customer is asking if Syncro Payments is coming to Canada anytime soon.

Dee Zepf: We do not have plans right now to go to Canada, but I know that Bobby is tracking the requests that are coming in pretty closely, so we’ll definitely consider what it takes to do that. Thanks for requesting it. We’ll put it on the horizon as a probably.

Andy Cormier: And Dee, I don’t know if you want to answer this, but I’m seeing a couple of questions that would probably be good to address. The general concept of when and how confidential or proprietary data in ticket data is used for training Syncro’s AI, how we anonymize that, and how all that works.

Dee Zepf: Yeah, sure, absolutely. I didn’t see that question in there. We are never using your data to train someone else’s model, and I just want to be really clear about that. We have our whole policy online explaining exactly how we do use your data. We’re using your data to help make our system smarter so it can serve you better, but we are not sending that data back into any of the frontier models to train them. And thank you, someone posted our full policy there, so you can get the whole rundown on that.

Someone else asked, is there any chance to get a no-charge or service account to use with the MCP, instead of having it tied to a full Syncro account? Part of tying the MCP and MCP use to a full account is that we’re using OAuth as the security mechanism. The user that’s using the MCP only gets permission to the data they are assigned inside of Syncro. If you don’t have permission to do certain things in the platform, you can’t do those things in the MCP. So it’s important to have the person associated with it, because from a security perspective, you want to make sure you have your permissions and everything all buttoned up.

Andy Cormier: A couple of random ones here I’ll grab. For the admin users Syncro’s going to create, is the password changed frequently? When I made that comment, I meant admin users that already exist on the machine, likely for existing users of the machine. Syncro doesn’t actually create admin users for the RMM agent to operate. It uses the system account, so we don’t create anything unless you specifically tell it to through a script or whatnot.

And then James is asking, are there any plans to bulk up the automations platform in Syncro? “I’d love to see more versatility and customizability of those automations, including automations around invoices, estimates, et cetera.” James, if I understand, as of today the answer is no, but I think this is a very interesting concept. I think you’re talking about in-platform automations, like if I create an invoice for customer X, go do Y, kind of like a ticket automation but for other elements within the system. Let me know if that’s what you’re talking about. If so, obviously the product people are on this call, so I think that’s a great suggestion. If you haven’t already, please be specific and go to the little question mark icon and submit product feedback, because that comes right to the product folks, and they see it directly.

Dee Zepf: Absolutely. I’ve got a couple of roadmap requests that I’ll mention here, because I want to talk about them. A couple of folks wrote in asking about a Google Workspace integration. I see you, I hear you. It’s definitely something that has been coming up more and more frequently. I’m assuming, and give me feedback on this, that syncing users would be the top priority from a Google Workspace perspective, and I’m curious if there are other things you’d really want us to do beyond that.

The other one might be a bit of a niche suggestion, and I’m shouting this out so the team hears me say it out loud: is there any way to get a “mark as sent” button on invoices? So if I’ve sent it from someplace else, it can be marked as complete inside the system. It’s an interesting request.

Andy Cormier: Dee, somebody’s asking about something that maybe came up on one of the webinars I wasn’t on. They’re saying something about chat getting an overhaul. Was this just the back end? I’m not sure what they’re talking about specifically there.

Dee Zepf: Yeah, we did some work on chat stability, but we don’t have plans right now to do any major overhaul of our chat. I will say that a lot of the folks we’ve spoken to that use chat use it very sparingly, and more as a broadcast mechanism, which might be something we’d look into as a more robust broadcast mechanism. What we’re seeing is that more people are either asking us to move toward an AI chatbot, or asking, “How can I just leverage Teams to chat with my end customers?” So we’d be more inclined to investigate those two areas before reinvigorating the existing chat platform.

Andy Cormier: Interesting one here, and Jeremy, I’ve actually personally done this at my MSP back in the day. Any chance of getting a delay-send option for email? “Sure would be nice not to admit to customers I’m working after hours. Not a great precedent to set.” Yeah, for the product folks on this call, I think that’s a really good idea: you can go ahead and work tickets, but it won’t communicate that change to the end user until, say, the next business day. I think that’s a really cool suggestion, Jeremy. If you haven’t already, definitely submit that one through product feedback as well.

Dee Zepf: Yeah, I see one more comment in here: leveraging Teams for chat gets my vote.

Andy Cormier: John’s asking, is there any thought about merging ticket comments and labor log comments? Bobby says that’s on his quality-of-life list as well, and usually if it’s on his list, it’s more than just on the radar. I don’t know how to give it a score beyond that, but I think you’ve got a good shot at seeing that one.

Closing

Dee Zepf: All right. We might be in good shape.

Andy Cormier: Yep. Thanks, everybody, for the questions. Thanks for joining. Lots of good stuff this month. We’ll see you all next month.

Dee Zepf: All right, thanks, all. Take care.