Syncro August 2025 Release: SNMPv3, Ticket Timer Rebuild, ThreatDown, Universal Alerting, and the Expanded Roadmap Reveal

August Releases

Kristen Costagliola: Welcome to the August Release Day webinar. I’m Kristen, Syncro’s CTO. I’m joined by Andy and Dee. We have a lot of exciting things to cover today. Please use the Q&A module for questions.

Kristen Costagliola: First up: Network Monitoring SNMPv3. Previously you had to use SNMPv2. You can now use SNMPv3 for both network discovery and polling and continuous monitoring. A meaningful security upgrade for environments that require it.

Kristen Costagliola: Next: expanded Microsoft user actions. Directly from the end user page, you can now block and unblock sign-in and revoke all sessions. These are accessible from the same end-user dropdown. So if you see a risky sign-in or believe an account has been compromised, you can block their sign-in and revoke all active sessions immediately without leaving Syncro, and unblock when you’re ready.

Kristen Costagliola: And dark mode for Syncro Mobile. This follows your device settings automatically if you have dark mode enabled, or you can control it manually within the app if you only want Syncro in dark mode. All colors are updated to a black and gray palette, eliminating the blinding white screen when you’re working on your phone.

Ticket Timer Rebuild: Live Demo

Andy Cormier: The ticket timer enhancement project is now live for North American customers, with additional locale support in progress. A lot of updates were made based directly on your feedback. I’m going to do a live demo.

Andy Cormier: The first big change: you can now enter notes while the timer is running. And it’s not a single long string anymore. Hit enter and you get a new line, so you can enter as much structured detail as you want within a single timer session. When you stop the timer, the notes appear in your labor log exactly as entered, which is far more readable and useful than before.

Andy Cormier: Billable and non-billable time is now very easy to manage. Toggle it on or off, and non-billable time can’t accidentally get charged. Why does this matter? Two scenarios. First: you’re billing an hourly rate and you spent 15 minutes on site but billed for a full hour. Knowing your actual time versus billed time is critical for technician utilization reporting. Second: you have all-you-can-eat contracts at, say, $5,000 per month. You still need to log actual time to know how profitable you are against that contract. If you’re not logging actual time, you can’t tell the difference between a profitable customer and one consuming twice as much resource.

Andy Cormier: All labor log entries are now fully editable after the fact. If you have a runaway timer that ran for 8 hours by mistake, you can edit both the actual and billable time. Beyond time, every field in the labor log entry is editable: labor rate, associated contacts, assigned technician, and even the start date and time. Still more improvements coming, but this is a vast improvement from where we were.

Quality of Life Updates

Andy Cormier: The biggest quality of life item this month: issue types can now be used in ticket automations, both as a condition and as an action. You can trigger automations based on issue type and set the issue type as part of an automated action. This has been requested for a long time. We also added customer tag support to the API, so MSPs can now mirror their Syncro customer segmentation in external tools like email marketing platforms and CRMs. And we fixed the backgrounding tools that had started opening in the same window instead of a new tab. Full release notes have about three slides worth of additional items.

Early Access: Archive Assets and Co-Managed Email Domains

Dee Zepf: Archive Assets went into Early Access with about 100 partners. My favorite feedback was: ‘wow, this is really boring.’ That is the ultimate compliment for a feature like this. It just works. You can mark any asset as archived, whether it’s a Syncro-managed device with an agent or a manually added asset. Archived assets no longer appear in customer overviews, real-time tools, or invoice calculations. They are still searchable and still visible when linked in existing tickets. It’s a clean separation between active and historical. GA is expected by our next webinar. Archive Assets is available to all plans.

Dee Zepf: Co-managed email domains: you can now assign multiple outbound email domains. So if you manage several brands, invoicing for Client A can come from invoicing@clienta.com and support requests for Client B can come from support@clientb.com. Previously you had one domain across all email categories. Now each category can have a different domain per client relationship.

Marketplace: ThreatDown, IRONSCALES, and Universal Billing Expansion

Andy Cormier: I’m going to run through what we have in store for marketplace through the rest of 2025 and a peek into 2026. First: ThreatDown. They have core AV, EDR, and MDR with 24/7 human monitoring. With MDR specifically, you set the level of intervention per site. If you want them autonomously remediating a compromised machine at 3am, they’ll do that. If you want to be woken up for triage, they’ll do that. This is how you level up your security game without needing dedicated security experts on staff. We’re ahead of schedule. Phase 1, supporting account provisioning and migration, is rolling out within the next one to two weeks. Phase 2, adding agent deployment from asset policies and ThreatDown alerts as RMM alerts, comes later this year.

Andy Cormier: After ThreatDown, we’re working on IRONSCALES. They’re an email security vendor similar to Proofpoint, but they use Microsoft’s API exclusively instead of routing mail flow through their service. This lets you deploy email security to an M365 tenant within about 2 minutes. They also have comprehensive security awareness training. When we launch, it will support provisioning, migration from other resellers, and full Universal Billing support.

Andy Cormier: On Universal Billing expansion: Acronis development just kicked off yesterday. Acronis has a huge number of SKUs and billing their usage has been a nightmare for a lot of you. We’re solving that through Universal Billing, targeting end of Q3. After Acronis, we’re also aiming to have Bitdefender, IRONSCALES, Webroot, AutoElevate, and Splashtop work-from-home licenses in Universal Billing by end of year.

Universal Integrations: Universal Billing + Universal Alerting

Andy Cormier: Before I hand it to Dee for the roadmap, I want to introduce something I’ve been sitting on for a while. Universal Billing is turning Syncro into more of a hub than it ever has been, but Universal Billing is only half of a larger vision I’m calling Universal Integrations. Billing is one half, alerting is the other.

Andy Cormier: The problem: I don’t want MSPs having to check email for critical alerts from third-party platforms. I want those living in Syncro with the rest of your business. And we can’t build native integrations to every platform. So we’re solving it through Universal Alerting. Virtually every platform in existence can send email notifications, and most let you customize those emails with template tags like business name, contact name, serial number, and MAC ID. We’re going to enable the ability to ingest those emails, let you create vendor-specific templates that parse that data, match it to existing customers, contacts, and endpoints in Syncro, and open alerts that you can triage through our automated remediation system. This isn’t just opening a basic ticket, though you can do that. This is full alert data, matched to your environment, actionable through Syncro’s automation.

Andy Cormier: Templates will be shareable, similar to how our community script library works. And to answer an audience question that came in: webhooks are also on the roadmap as an input method in addition to email, and we’re also thinking about sending webhooks out of the automated remediation module. That expands the system in a significant way. More details as we get closer to kicking this off, likely later this year or early 2026.

Expanded Roadmap Reveal

Dee Zepf: I want to give everyone a bigger picture view of the roadmap today. We’ve expanded the timeline and I’m sharing things that are farther out for the first time, so you can get more visibility into what’s on our horizon. Many of these are in development, in design, or coming in the next 6 months. A few are still taking shape for 2026, and a couple we can’t talk about just yet.

Dee Zepf: I want to step back and acknowledge what we’ve heard. When I joined 18 months ago, Syncro was moving slowly, hadn’t made recent progress on releases, and wasn’t actively listening to partners. We’ve revived our listening posts: satisfaction surveys, support tickets, customer success teams, executive listening, the Partner Advisory Council, monthly webinars, and the community. I personally read all feedback that comes through. We’ve made significant progress against 7 of the top 10 items from the February survey. But we’ve heard things even louder than the need for features: it just needs to work. You need visibility into what’s happening. You need core capability gaps closed around reporting, project management, and permissions. You want more automation and AI where it makes sense. And you’ve appreciated the velocity of changes.

Dee Zepf: I also need to acknowledge directly: there have been times when our performance and reliability haven’t met expectations. We are renewing our focus on system reliability and performance. We’ve improved processes to ensure we’re getting to root cause. We’re now instantly prioritizing things that erode trust. We’ve updated how quickly and clearly we communicate with you. That focus continues alongside everything else.

Roadmap: Reliability and Visibility

Dee Zepf: We’ve been investing heavily in core agent technology. This month alone, we improved backgrounding tools performance by about 50%. Those tools now load in a couple of seconds. We’re refactoring the Windows agent to increase security and improve reliability, and importantly, creating a shared architecture that will bring those improvements to the Mac agent and enable the Linux agent. Chat stability and redesign are planned: no more dropped messages, a more intuitive interface. Audit logging, starting with script run history and change logs so you can see who ran what on which machine. And a redesigned reporting experience backed by a significantly expanded API, rolling out as a series of improvements.

Roadmap: Productivity and Automation

Dee Zepf: Archive Assets is in Early Access now and expected GA by our next webinar. Third-party patching improvements are in progress: refreshing the application list, adding update-if-present functionality, and adding easy app silent uninstall. Project management: we’re enhancing parent-child tickets, adding templates and ticket blueprints, and adding light project management capabilities for assignment, deadlines, progress tracking, and separate billing from service tickets. On AI: we recognize that some early AI initiatives didn’t deliver strong value. We took a step back, evaluated new approaches, and we’re running proof of concepts. We’re going to deliver great value, and you’ll see more from us in this space.

Roadmap: Business Operations and Billing

Dee Zepf: Product bundle improvements to streamline bundled invoicing. Stripe ACH payment option. Universal Billing expansion across more vendors. And we’ve heard from multiple MSPs that Universal Billing has already helped them find revenue they were missing, which is exactly why we’re expanding it. On payments: Stripe for credit card is already available. We’re adding the ACH option. We’re also investigating credit card surcharge support, but local laws and card agreement terms require care, so more to come.

Roadmap: Permissions and Business Structure

Dee Zepf: Multiple outbound email domains are in Early Access now. Co-managed permissions for reports, scripts, and assets are in development, giving co-managed partners more granular access control. Beyond 2025, we’re looking at broader permission streamlining, VIP access controls for specific platform areas, and expanding multi-site support across the platform.

Roadmap: Microsoft

Dee Zepf: We co-developed Syncro XMM with Microsoft. We meet with them weekly. We’ve incorporated Secure Score, security baselines, and automations. Over 125,000 users are already mapped into the platform. We’re going to continue expanding security baselines, adding more rules aligned to standard best practices. We’re also developing Intune product line enhancements in collaboration with Microsoft. And there is another Microsoft 365 release coming that I can’t share details on yet. Keep an eye out.

Community Update

Dee Zepf: Our third Power Hour is coming up the following Friday, featuring Daniel Hedges on automation tips and tricks. The previous Power Hour with partner Jasper from ROI Technology covered policy structuring and automating device data collection. He posted scripts to the script library and the community post has the recording and all the links. We’re trying to get more best-practice education out there. Come to community after this call if we can’t get to all your questions.

Q&A

Q: Will Archive Assets be available on Core plan?

Kristen Costagliola: Yes. Archive Assets is available for everyone on all plans.

Q: How do I view archived assets?

Kristen Costagliola: There is a dedicated archive assets page in the RMM assets view. You can also filter for archived assets in the Asset Activity Audit Report.

Q: Can I keep the Syncro agent installed when archiving an asset?

Kristen Costagliola: In the initial release, archiving auto-uninstalls the agent. We’ve heard this feedback from a couple of people and will take it into consideration as we continue to develop the feature.

Q: If I reactivate an archived asset, does the agent reinstall automatically?

Kristen Costagliola: No, reactivating does not auto-reinstall the agent. But if you reinstall the agent separately, it will auto-merge with the reactivated asset record in Syncro.

Q: Can permissions for archive assets be restricted to certain users?

Kristen Costagliola: Yes. Viewing archived assets is its own permission, and re-enabling archived assets is a separate permission. You can assign these to different security groups, so someone can see archived assets without being able to reactivate them.

Q: For Stripe ACH, will we still need to use WorldPay for credit cards?

Andy Cormier: No. Stripe for credit cards is already supported today. We’re adding ACH on top of that. When done, you’ll be able to run both credit card and ACH through Stripe if you want, and not rely on WorldPay for anything.

Q: For Bitdefender Universal Billing, do we have to purchase licenses through Syncro?

Andy Cormier: Yes. For Universal Billing to work with any marketplace vendor, including Bitdefender, you need to be getting the licenses through Syncro. However, with Bitdefender, it’s literally just changing a key in the platform. No reinstalls, no changes to your console, no changes to your client configurations. Just a backend billing switch. Reach out directly if you want more specifics.

Q: Can warranty tracking be used with non-Syncro assets like printers or routers?

Andy Cormier: Not today. If enough feedback supports it, we could add that. We haven’t had a ton of requests for it so far, but sound off in product feedback if you’d find value in it.

Q: Are there any plans for limited admin permissions, like senior techs having report access without MFA control?

Andy Cormier: That kind of granularity is something we’re going to address through the permissions improvements coming to the platform. Submit your specific use case in product feedback so we can make sure the design covers what you need.

Q: Will Universal Alerting support webhooks as an input method?

Andy Cormier: Yes, webhooks are on the roadmap in addition to email. We also want to look at sending webhooks out of the automated remediation module, which would dramatically expand what you can do with the system. Email first to nail the core functionality, then webhooks. Reach out if you want to share your specific use case for that.

Q: Can a single M365 tenant be mapped to multiple Syncro organizations?

Kristen Costagliola: Yes. The Syncro Tenant object connects to an M365 tenant, and under it you can have multiple Syncro organizations. You split users by department, location, or email domain depending on how your M365 tenant is structured. Full documentation and videos are available in the Doc Center.

Q: Can we merge more than two tickets at once?

Andy Cormier: That is on the quality of life list. It comes up enough that I’d expect it to bubble to the top sooner rather than later.

Q: Are there plans for customer portal SSO?

Kristen Costagliola: It’s on the list and we’ve been hearing it. We’re thinking about options including SSO, passkeys, and magic link sign-in. Not on the immediate shortlist, but it’s something we’re actively thinking about.

Q: Can we get invoices and estimates in the mobile app?

Dee Zepf: The new Syncro Mobile is focused on the technician-on-the-go use case: tickets and assets. We do have mobile improvements coming including ticket sorting and filtering. After those, we’ll step back and evaluate whether to broaden the mobile use case into invoicing and estimates. The old app has some invoicing capability, which is why we haven’t sunset it yet.

Q: Can the ticket timer update be rolled out internationally?

Dee Zepf: We’re working through it daily, running it through regression testing. We want a full regression pass that’s incident-free before broader rollout. Hoping it’s days, not weeks, but it will take as long as it needs to.