Syncro February 2025 Release: Ticket Page Redesign Beta, Network Discovery Early Access, Mobile At-Mentions

Welcome

Kristen Costagliola: Welcome to the February 2025 release webinar. I’m Kristen, CTO. Andy is at Right of Boom with other members of the Syncro team. If you’re there, head over to the booth. Dee and I are running the webinar today. Please use the Q&A module for questions.

Ticket Page Redesign Open Beta

Dee Zepf: The ticket page redesign is now in open Beta. You can toggle it on or off in ticket settings. Hundreds of partners have turned it on; some have turned it back off while we work on a few things. Here’s what’s in it:

Dee Zepf: Left-hand panel: you can pin your most used ticket views and see all other views. Ticket count per view is visible without clicking in. You can collapse or expand the panel. State persistence for open or closed is on our short list. Inline editing: edit due dates and ticket subjects directly in the list without opening the ticket. Color coding: priority has preset colors; ticket status colors are configurable, and you can create custom colors for your own statuses. There’s a due date warning indicator for tickets approaching or past deadline. Parent-child relationships are shown in the list. Grouping now handles lists over 100 tickets.

Dee Zepf: What we’re working on: performance on scrolling for large lists. Column selection persistence. Column width adjustment and retention. Left panel state memory. These are rolling out as they’re ready, not in a batch. If something bothers you, use the product feedback link in the lower right.

Mobile Updates

Kristen Costagliola: Mobile update for February: at-mentions are now supported in ticket comments in the mobile app. If you’re on the go and need to tag a colleague, you can do it directly from your phone. The character limit on ticket comments in the mobile app has also been removed. You can now write as much as you need in a single comment without having to split notes across multiple entries.

Kristen Costagliola: Coming very soon, likely this week: fixes for chat messages not updating correctly, and fixes for appointment creation issues. After that: tap-to-call for phone numbers and tap-to-maps for addresses so technicians can use those directly to make calls or navigate to sites.

Early Access Programs

Dee Zepf: Three Early Access programs are running right now. First: the new customer portal UI. Left-nav, improved branding, logo and color customization. Rollout to all customers from account settings or to individual customers from customer settings. If you sign up for Early Access, please actually have time to test it and give feedback. It’s extra work for our team to enable it.

Dee Zepf: Second: ticket metric standardization. We’ve heard that the same metric means different things in different places. We’re standardizing how we calculate ticket metrics across views and reports, including business hours. Sign up if you’re someone who has compared metrics in multiple places and noticed inconsistencies.

Dee Zepf: Third: network discovery. Team plan only right now, Early Access. The scan and discover portion is available: create discovery profiles, set a probe agent, specify a CIDR range, set a schedule. You get a list of all discovered devices with IP, MAC, OS, and timestamps. Clicking a device shows more metadata. Next phase coming soon: deploy the Syncro agent to discovered Windows devices and add other devices as custom assets with SNMP monitoring.

In Progress: Patching Dashboard, Timer, Contacts, EntraID

Dee Zepf: Windows patching dashboard is in progress. It will show patch compliance and coverage across your fleet, with a status breakdown, severity breakdown by workstation and server, and a detailed filterable table at the bottom. It’s getting close and the Early Access is currently full.

Dee Zepf: Ticket timer enhancements: we’re fixing the timer to show session-only time, adding the ability to enter notes while a timer is running with auto-expanding multiline entry, and displaying running totals for both actual and billable time. Bobby has been working closely with partners on this to make sure we’re hitting the right design.

Dee Zepf: Contacts redesign, now called End Users: standard sortable filterable table, associated assets visible in the row with direct links, dedicated user detail page for quick navigation from tickets and invoices. This lays the foundation for everything we’re building around the Microsoft integration.

Dee Zepf: EntraID sync upgrade: rewritten using the Microsoft Graph API. Hourly sync frequency. Expanded user criteria beyond department and user type. Multiple licenses per user synced. Disabled users flagged in Syncro. Multi-tenant to multi-customer mapping. And eventually, this feeds into Microsoft license Universal Billing so you can automatically and accurately bill customers for their M365 licenses.

Roadmap

Dee Zepf: Unified ticket view and archive assets are up next. Network discovery Phase 2 is right behind Phase 1. The public roadmap is on the website. We also have self-service Early Access as a goal, where you can just click a button in product to enroll instead of going through our manual process.

Q&A

Q: Is there a guest preview for the new portal?

Kristen Costagliola: Not yet. Best workaround: create a test customer organization and enable the portal for that org. Log in as if you were a test user to see what it looks like before rolling it out to real clients.

Q: Can external links be added to the portal?

Kristen Costagliola: Yes, through the documentation module. You can create a document that links to external resources. You can also disable the documentation module from portal permissions if you don’t use it.

Q: Can portal modules be removed?

Kristen Costagliola: Yes. Portal permissions let you suppress specific modules from the end user’s view.

Q: Can you try network discovery if you’re on Core plan?

Dee Zepf: We will give Core plan users the ability to try Team plan to test network discovery before general availability. More details as we approach full release.

Q: What happens with duplicate devices if I start a network discovery scan?

Dee Zepf: You review all discovered devices and take action from the list. You can ignore or remove duplicates. We deliberately did not auto-import devices to avoid creating a mess in your Syncro data. You control which ones become assets.

Q: Will the patching dashboard filter by client?

Dee Zepf: Yes. Everything in the table is sortable and filterable including by customer.

Q: Is there a plan for ACH payments?

Dee Zepf: Yes. Stripe ACH is going on the roadmap in 2025. It hasn’t been the top item from our surveys but it is consistently painful for MSPs and costs you money. You will not be solely dependent on WorldPay by end of year.

Q: Are there plans for more customizable reports?

Dee Zepf: Yes. You’ll see reporting appear on the public roadmap mid-to-late 2025. There is already data structuring work happening behind the scenes to support it. It is a meaningful project, not a small fix.

Q: Will plan prices increase significantly as features are added?

Dee Zepf: No significant price increases are planned. We are not planning to add a limited user license tier either. The goal is to keep an affordable Core plan while funding Team plan investment.

Q: Is there a plan for a Linux agent?

Dee Zepf: Yes. It’s on the short list and I’d like to see us build it. It will appear on the public roadmap as we move toward it.

Q: Will Syncro join Kaseya?

Kristen Costagliola: No plans for that. Not on either side’s agenda as far as we know.

Q: What is EntraID sync used for?

Kristen Costagliola: It syncs your customer end users from Microsoft into Syncro and keeps them updated. As we enhance it, it will also flag deactivated users, carry over associated assets, and eventually allow automatic billing for Microsoft licenses.

Q: Will EntraID sync support bidirectional updates?

Kristen Costagliola: Bidirectional sync is on the roadmap for after the initial upgrade ships. Users are currently created in Microsoft and synced to Syncro. Eventually, changes made in Syncro will also push back to EntraID.

Q: What is the branding update rolling out?

Dee Zepf: The product UI is shifting from teal headers and buttons to a light and dark gray neutral palette. The design team did an accessibility review on contrast and color choices. The update was expected to roll out within a week of this webinar.

Q: Can we expand AI issue types or add our own?

Kristen Costagliola: We have more AI issue type categories in progress. If you have specific categories you want to see, submit sample tickets with feedback. We use those to expand and improve the model.

Q: Can Syncro monitor internet connection traffic and uptime?

Kristen Costagliola: Not currently on the list. If you have a specific use case, please share it.

Q: Can we allow secondary sorting or grouping in ticket views?

Kristen Costagliola: Not currently in the design, but I’ll pass this to Rob who’s working closely on the ticket page. As we standardize our table component, improvements there can potentially apply broadly across the platform.