Syncro September 2026 Release Webinar: Service Desk Plugin for Claude, Guided Ticket Resolution, Product Bundles, and More

Welcome

Kristen Costagliola: Hey everyone, welcome to September Release Day. I’m super excited to be here, and Andy is back. I noticed a couple of you already saw that. We’re really happy Andy is back from some summer vacation, and we’re going to continue to rotate around, so you’ll get a little view of each of us over the next couple of months.

We have some really awesome stuff to talk about today for our release day, all of the things that have been released and that are up and coming. If you have any questions, please use the Q&A module. It’s just easier for us to keep track, and we will always have time for questions at the end.

So let’s get started. We’re going to cover what’s new, we’re going to look at some things in open beta, we’re going to talk about Early Access, and then we’re going to look at our roadmap.

Released This Month

Kristen Costagliola: We have a lot of fun stuff. First up, what’s new? Last month, if you joined this webinar, we released our MCP server to everyone. It is globally available on all plans. This month, what we’ve released is our Service Desk plugin.

This is a plugin specifically built for Claude, but it’s really a collection of skills that you can use within the Syncro MCP. This is going to allow you to leverage the Syncro MCP more easily. It does a number of common tasks that I’ll cover in one second, and then you can customize them the exact way you want. You’ll be able to access the MCP, install this plugin, and it will bring four skills down for you. If you want to change any of the data within it, if you want to modify it slightly for yourself, you’re free to do that just using text within the skills themselves.

Let’s talk about the four skills included within this plugin. The first is Call to Ticket, so you can log a call in seconds. You just describe the call, and Claude, using the skill, understands all the details, sets the priority, assigns a tech, and drafts all of the notes. This does require you to approve it, because this is a write skill, meaning it’s going to write back to your actual Syncro instance. We say call, but if you’ve received a call, if you’re driving, if you’re just sitting in front of your computer and you want to talk to it, that’s one of the great ways to use the Call to Ticket skill.

The second one is a research assistant. You don’t have to ever start a ticket cold now. You can look at the asset, you can understand history, and it can help you with troubleshooting steps. All you have to do is give it the ticket number, and it will respond with all of the details on troubleshooting.

And onsite visit prep. This is huge, I think. This will look at all of your open tickets across your clients and filter them based on the ones that need hands-on, in-person help from your technician. So if you’re going onsite, or you’re sending a technician onsite, and you want to make sure that you cover everything that might be needed at that office for the day, you can run this skill and make sure that you’re covering all of those things.

And then the last is documentation search. This will help you look at Syncro’s documentation, so rather than having to go to our doc center and actually search, this will help you understand how you can implement things in Syncro. There’s a QR code here, and you’ll see we’ve added them in a couple of different places throughout the presentation. This will link you directly to the plugin, and it’s also in the chat.

Most of these skills are read-only skills, meaning they’re just going to read from your Syncro instance. Again, they’re leveraging the Syncro MCP, but they give you a bit more detail and have a lot of the work and processing built in that Claude is using. The write one you have to approve.

If you were there, we did an MCP workshop with Rich and Jasper, and we partnered very closely with Jasper. Jasper is the one who built this Service Desk plugin. He’s the brains behind all of it, as we partnered together to build this. You can watch the workshop that they did together. They covered everything from how do you use the MCP server, what is that, how do you install the Service Desk plugin. It uses all four skills, so you can see all of them in flight and in action. You also can see some future things that we’re working on, including a QBR report, which we’re excited about, and then we talk about managing tokens as well, because we know how important that is. We’ll put this link in the chat, but if you did not attend and you want to check out the workshop, I highly recommend it. It was absolutely awesome with Rich and Jasper there.

Kristen Costagliola: Andy, you’re muted.

Andy Cormier: Man, I was saying really good stuff, too, thank you.

So the next big one here is around the customization of ticket view columns, which on paper sounds smaller than it really is. The notion of ticket views within Syncro is really for segmenting tickets based on any criteria you want, whether that’s segmenting VIP tickets into a special queue of sorts that only you or maybe a specialized tech could see, or moving tickets through more of a common Tier 1, Tier 2, Tier 3 style triage system, or limiting what techs have access to what views based on their skill sets.

This is expanding on that notion, where you might have two different roles within the company that need to access the same segment of tickets, but not necessarily the same subset of data within that ticket view. Now you can create any number of views, and things like column visibility, including the column order and the sort order of any given column, will now all be included within any given view. So if you want to set your billing admin where they can only see a specific subset of data that matters to them within a ticket view, and then have a completely different subset of data within that same ticket view for your technicians, that’s entirely possible now. Again, this is a small one, but a very, very impactful one.

A while back we released our all-new mobile app that was completely rewritten from scratch. One of the few things people have been asking for that it didn’t yet do was the ability to sync ticket timers between the mobile app and the web app. Now it does this, meaning you can pause a timer on the web app, and then if you had to go onsite for any reason, you could just go in the mobile app and start that very same ticket timer again right from within the mobile app, and it works vice versa as well.

For this one, I want to take a few minutes just to explain this in greater detail so everybody understands what this is really going to do for them. We’ve always had the notion of product bundles for quite a while now within Syncro, but the functionality has been a bit limited. Some folks like to build their own hardware, and they want to say, I’m selling a computer, and that’s what I want my customer to see on the invoice, just computer, but in reality that might be the sum of ten different components, and I want to decrement each component from my inventory each time I sell a computer. That’s what exists today.

However, we did have a ton of folks that wanted to morph this feature into what I call more of a managed services plan. For example, a lot of MSPs might offer differing managed services plans, like gold, silver, bronze, or you call it something different. We did this in my MSP as well. Each plan might include a few different things. For example, our gold plan might include Guardz Ultimate, so I’ve got my endpoint security, email security, and SOC services covered. It might include some Microsoft 365 licenses, Business Premium, or maybe just an E1 license for email. You’re probably going to want to back up their email with some kind of M365 backup, like Syncro has natively. You might want to be backing up their OneDrive and Teams, stuff like that.

Basically, on the invoice, I just want my customers seeing that they’re paying X dollars a user or X dollars an endpoint for the quote-unquote gold plan. But on the back end, I want each of these licenses being accounted for so I can properly count my profitability per contract or per customer, and I also want to be able to audit those license counts to know exactly where they’re being allocated. That’s always a nightmare, just trying to deal with all the third-party licensing as an MSP.

That’s exactly what we’ve enabled here. In our recurring invoice module, you can use our asset counters or our contact counters, and they will dynamically count usage each month. You can now apply those to a product bundle. So say they had 15 contacts in Syncro, you could dynamically bill them 15 times your gold plan cost, and they’re just going to see 15 units of gold plan. But on the back end, you’re going to see 15 times every single SKU, or every single product that you have underneath the underpinnings of what makes up that gold plan. So if that number goes up or down the following month, it will automatically adjust those counts on next month’s recurring invoice.

This is kind of my long way of really saying, if you wanted to sell a plan that contains multiple licenses for various products and services within a single line item, you can now do that in conjunction with our dynamic counters, which is absolutely game-changing for MSPs who have their MSP structured this way.

All right, so I’m going to pass it back to Kristen to talk about our new guided ticket resolution feature.

Open Beta

Kristen Costagliola: I’m super excited about product bundles also. I think that’s going to be powerful.

So we talked about guided ticket resolution last month a little bit, as it went into Early Access. We’re excited that this has been going really well, and we are going to be opening it up to a lot of other people to try in open beta.

Our guided ticket resolution is in the Team plan, and what it is going to do is allow you, with specific categories of tickets, and there’s six of them, to have one-click fixes or diagnostics or other things pop out that you can run specifically on those tickets. These have been categorized by AI. So if there are password resets, or low disk space, or a lost or stolen device, all of these things are approved by the technician first, so nothing is run automatically. It waits until your technician actually approves it, and then it audits every single item that was completed. It makes private comments on the ticket itself, and it has links to the scripts.

We’ve also added some pretty big improvements here. Last month when I showed this to you, we had a single script, and I know the feedback and the questions were, can I pick the script? Yes. Today you can actually choose what script you want to run. We have some that we have pre-built that are set up directly for doing things like a diagnostic or a space cleanup, but it will also allow you to choose your own script, and you can specify what scripts you want to run in the admin section here.

I learned my lesson last month with pre-recording my demo, so we’re going to do a demo here, but I’m going to talk over it live so that hopefully people can hear it a little bit better.

You can see that I am sitting on the ticketing screen here, and we’ll jump into a ticket that I received via email with the title Suspicious Login. I have the assigned contact, this just came in via the email I’ve set up, and they said, hey, I noticed a suspicious login from my Microsoft account, I got an email from it.

You can see that our guided ticket resolution here says that we think you should block the sign-in of this user and lock it off. With a single click, rather than having to go directly over to that end user and actually click in and say block sign-in and revoke sessions, I was able to do it directly from the ticket. It also logged it specifically in the ticket comments to say that was the action that I took. When you go over to that customer contact, I didn’t show this, but if you go to that user, you’ll see that exact same thing recorded, that I made that call and updated that. So it all logs to the ticket. Then you can choose what you want to do, if you want to auto-resolve the ticket, or if you want to continue to do work on it or partner with the customer.

There are six different actions that are supported. We have all of our Microsoft 365 actions, so if a ticket comes in asking for a password reset or an MFA reset, blocking and unblocking sign-ins, or revoking all active sessions, you’ll be able to do all of those different things directly from the ticket today.

You can also do diagnostic scripts, which we covered last month, and we have a nice demo on the website that you can take a look at. It will look at performance bottlenecks, it will look at space consumed on the disk, and it might recommend a system restart. It will tell you how long that computer’s been up. As most of us know, people say, oh, I restarted last week, and it turns out that was a month and a half or two months ago. Or six, if you’re, you know. So you’ll be able to see that clearly in the response in the ticket. That’s all documented directly in the ticket for your technicians to see. Low disk space as well, cleaning up unnecessary files, and then we do some printer spoolers. It’ll look at printer queue hangs, it’ll restart the service automatically on the asset, again directly from the ticket, so that you don’t have to navigate elsewhere to take those actions.

The way that guided ticket resolution works is that we detect it automatically when a ticket comes in. When a ticket comes in, we feed it through our AI categorization, and we look at the subject and description of the ticket to determine what category it is. You don’t have to do anything, there’s no setup here, there’s no technician intervention required, it just automatically detects. And then if this matches a resolution that we have, and we’ll continue to add to these over time, the panel on the ticket will pop out to recommend actions that you can take. These are Syncro-curated or community remediation scripts.

You also have the option to specify the scripts in your settings. So if you didn’t like Syncro’s printer diagnostic script for whatever reason, or printer repair, you can write your own script, and you can set those up directly to be run via one click. The output is put into the ticket, and the response is put there, so you have the auditing. You get all of the Microsoft 365 actions, and then we’ve added the diagnostic steps. So you’ll run the diagnostic, it’ll come back, and then you can choose to take further actions.

It’s just one click, approve or decline. You don’t have to do anything else. You don’t have to search for things, but you can also choose an ad hoc script in the moment if you want to run something else. This is using our native connectors. It connects through normal scripting through the asset, or through your Microsoft integration, so there’s nothing additional that you need to set up. I highly recommend checking it out and letting us know what you think about it.

The next thing has been in open beta, so this is available to everyone. Please go turn it on if you haven’t turned it on and you’re in the Team plan. This is our automated ticket triage and dispatch. There is no setup required for this either. What we do when you turn on automated triage and dispatch is that we look back at your history of all of your technicians, at what tickets they have worked in the past. We use that to build a skills matrix to then assign tickets going forward. So it’s built on your history, in your account alone. That’s what we look at. We also do a similar thing for priority, so if you have ranked certain things a higher priority in your previous tickets, that’s something we take into account as we assign the priority and the technician directly on the ticket.

You have a lot of control over this, too. If you don’t like the assignee, or say you’ve hired a new technician and you want them to start working on new tickets, or you want to build a Level 1 tech into a Level 2 tech, all you have to do is start manually assigning that technician to tickets. Our system will learn from that and start assigning those types of tickets to that technician, so you’ll see the system self-heal and continue to learn by your usage as it goes forward.

You can choose whether you want us to suggest options, meaning we don’t actually touch the ticket, we just give you what we think is the right answer and you do a one-click to confirm, or we will automatically assign the priority or assignee. You can choose one or the other. So you could say, I always want you to assign priority, but I only want you to suggest my technician, because I want my dispatcher to look at it before it actually gets dispatched to that person. Or you could say, I want you to just auto-assign both, or suggest. It’s your choice, and you can make that modification anytime in the admin settings.

Early Access

Andy Cormier: All right, so that’s everything we’ve released this past month. Now we’re going to move on to what is in Early Access.

Late last year into 2026 was really where we added a third pillar to Syncro. We went from RMM and PSA to effectively being RMM, PSA, and M365 management, all within the same console. That’s really given Syncro a leg up on every other platform in the market today.

That said, this was such a huge undertaking that we built things in chunks. We added the Microsoft 365 actions, like revoking sessions and resetting MFA and passwords, then the contact syncing piece, then M365 baselines, and now a full-blown M365 backup solution built right inside of Syncro. That’s a lot of ground to cover, and it all lived in various places within the platform. So this is the new dashboard, which is effectively going to unify all of that into a single place.

If you need to catch auth failures, for example, that lives here. If you want to see the status of all tenants you’re backing up, that now lives here as well. If you want to see the status of all the tenants that you’re backing up, or monitoring for compliance across any of your tenants, all of that is now going to live within this single dashboard. You can even create new tenants right from within this dashboard, and you can also take bulk actions against multiple subsets of tenants if you wanted to here as well.

This is basically going to become your nerve center for all things related to Microsoft 365 within Syncro moving forward. I actually got a chance to play with this a couple of days ago. This is really, really slick, so this is a great evolution of everything that we’ve put together, now being unified in a single place.

I feel a bit bad about this one, because I think I first talked about it maybe six or seven months ago, but it’s officially in Early Access, and it’s slated to go live fairly soon. This is taking our ThreatDown integration and fully baking it into Syncro’s asset policies. You’ll be able to go into the antivirus section of policies and select ThreatDown from the list of products there, and it will automatically deploy ThreatDown to all existing endpoints if it’s not already installed. Every time you attach a new endpoint to that same policy, it will automatically get ThreatDown along with everything else that it’s set up to do.

The Windows deployment piece is done, and we’re working on finalizing Mac deployments now as well. So for folks currently getting your ThreatDown licensing through Syncro, let us know if you’d like to sign up for Early Access so you can start testing this out now. There’s a link in the chat now, but we’ve got some QR links as well toward the end of the webinar.

The last two items we have here in Early Access are also fairly big ones. I’m actually going to start with custom domains off to the right. For the huge amount of folks that are utilizing our customer portal within your customer base, you already know we’ve been making very heavy investments in and around this feature set. For example, a few months back we overhauled the entire UI there. We added a bunch of new branding functionality to the portal. We also just recently released SSO support for when your customers walk into your customer portal, because let’s be honest, prior to that, adding yet another password to your customer’s list of ever-growing passwords is just kind of a recipe for disaster. And then we just added all of the Syncro Payments functionality recently for credit card and ACH processing right into the portal as well.

With all of those issues solved, we really only had one issue left, and that was branding the domain your customers will see when logging into the portal. I’ll be 100 percent honest with you, back when I was running my MSP, my brand meant everything to me, so I wouldn’t have used a portal for my customers that didn’t represent my brand in every single way, and full CNAME support was a key component in doing that. So what this will effectively do is allow you to set a custom domain for your portal, like portal.mymspname.com.

This has been a customer request probably ever since I’ve been here, and that’s for a pretty long time, so I’m super excited that we’re about to be rolling this one out on top of all the other awesome portal features we’ve released over the past six months or so. If you haven’t been using our customer portal up to this point, I would highly encourage you to have a look, because it’s a night and day difference between where it was even six months ago and where it is today.

The second major feature here is draft invoices. At face value, this is effectively exactly what it sounds like. You can create invoices in a draft state, meaning the invoice exists, but it’s not considered published or finalized in any way. That means it won’t show up in your customer portal, it won’t show up as pending a payment, for example. It also won’t sync over to QuickBooks in a draft state either. For Xero specifically, Xero does support the notion of draft invoices, so it will sync to Xero in a draft state, and then when you publish or finalize it within Syncro, it will go ahead and make that update in Xero as well.

But drilling one level deeper from that, this is really the mechanism most billing admins work off of, where everything they receive is in a draft state, and during their approve and post process, this is where they’d run through them all to verify the licensing that’s being billed out, the hardware that’s being billed out, that the time was all properly accounted for, and then they moved them into a production state from there. They typically work that into whatever cadence the customer wants to have. For instance, we had all sorts of customers that were like, I want to get my one-off invoices in a group the third Friday of every month. Some people are like, I want it on the 1st and the 15th. So this is the beginning stages of allowing folks to move into those types of models. It’s going to unlock a ton of things on the billing side of the house, and previously there really just wasn’t a workaround to being able to do this type of thing.

Roadmap

Andy Cormier: All right, so bear with me, normally Dee covers the roadmap bits, but I’m going to try to cover this section on my own, so we’re going to see how this goes.

Effectively, in terms of themes, we’re going to be laser-focused on these three key areas of the platform for the immediate future. We just added this QR code on this slide, so if you want to scan that, it’s going to take you to our roadmap. And then more importantly, we’ve now added links to every item that’s shipping soon that you can sign up for Early Access on. So just head to the roadmap, sign up for as many things as you’d like, it’s all on the same page now.

First up, we’re focusing on automations. The name of the game is really automations, automations, automations. You’ve been hearing us talk about AI quite a bit, and our new AI feature sets over the past couple of webinars. That work is obviously going to continue. It’s really just beginning, the sheer number of things that we’re looking to add into the platform, and this is on top of all of the new MCP support as well that we just recently rolled out.

Behind that, like I mentioned prior, we’re going to be ensuring that Microsoft 365 remains a pillar standing just as tall as RMM and PSA within Syncro. This is going to further harden your security posture across the tenants that you do manage, and ensure that the required compliance standards that you need to keep are met and reported on as well.

And lastly, we’re going to make a move to embrace a bit more simplicity. I think everybody’s going to be able to appreciate this one, including myself. This is really just a fancy way of saying, while Syncro does a ridiculous amount of things out of the box, we could still do a lot in terms of making that functionality easier to consume on a daily basis. This includes anything from reducing clicks to common tasks, to unifying areas of the platform that frankly just need it, kind of what we’re doing with our Microsoft 365 dashboard, and then also ensuring that the flows that we’re presenting that you’re doing every single day just make a bit more sense around the platform. It’s all there, it’s just not as smooth as I think any of us would like it to be, so that’s going to become a core focus as well moving forward.

From the stuff that’s shipping soon, I think we’ve covered most of these items today, but I will mention a couple quickly that we didn’t. We have talked about full content search at previous release webinars, but this one’s getting pretty close to shipping now. This is where you can basically search for a ton of additional data within tickets, the biggest of which is obviously going to be searching ticket comments, but it’s also going to search a bunch of other stuff, like ticket tags and client names. I see it on the slide, serial numbers are in there, if you have attached assets, so it’s really going to go beyond just searching common fields and ticket comments, which is pretty cool.

We’re going to be adding some additional biometric updates to the mobile app, basically around Face ID and fingerprint, and how often it requires authentication.

And then the last one here is having the Syncro agent bring in a few more pieces of information natively, the biggest of which being BitLocker keys. Previously, and that’s actually one of our most popular scripts in our community library, you kind of had to script that and have the script write it back into a custom field. Which, if you think about it, it’s pretty cool that our scripting can do that, but having to create a script to log BitLocker keys really shouldn’t be necessary in a modern-day RMM, so that’s one of the things that we’re going to be getting sorted for you here soon enough.

Then we’ve got two other items which are currently in motion. The first is a chatbot that can potentially help ensure your customers are inputting all of the required information for a given ticket within the customer portal. They can message back and forth with the chatbot, and then it can actually open a ticket on their behalf containing all of the information that was discussed. It will know what type of ticket they’re talking about, and know the type of information that should be required, so if something is missing from the context of the chat, it will ask for it and then make sure it’s included when it opens the ticket.

The idea is obviously to hopefully reduce a lot of the back and forth between the customer and your technician due to inadequate information. I know firsthand how annoying that can be, where a customer opens a ticket, the whole world is ending, everything is up in the air, like everything is just end of the world, and you’re like, great, I need these three pieces of information you forgot, and they don’t bother to get back to you for a day or two, and you’re having to follow up with them. So this is hopefully going to help alleviate some of those situations.

And then the second one on this list is just some greater visibility into syncing issues around QuickBooks Online specifically, which would include things like some automatic retries for sync issues, but then also including that data in and around invoicing tables within Syncro to instantly see when and where any current sync issues are happening within your invoice records. That’s not super easy to find today, so just exposing that, making it a little bit more obvious when something hasn’t synced over for whatever reason.

Last up, we’ve got stuff that’s currently on our radar. It’s not under active development, but it’s a lot further along than, say, just a feature request at this point. We’ve got a couple of smaller updates to our parent-child ticket functionality, but the two bigger ones are over here on the left.

First up, and I know a lot of folks have been waiting for this one specifically, is a full audit log for script execution within Syncro. Now, I’m intimately familiar with every RMM on the planet, and I will confidently put up our scripting engine pound for pound against anybody else’s. I don’t care who they are, except for audit logs. This is something that, as of today, Syncro just doesn’t do well. So this will effectively become what you expect, where you’ll be able to see success and failure states fleet-wide, what’s currently queued up and why they’re currently queued up, what the origination point of those was, who ran them, whether it was through your MCP server, or an asset policy, or a one-off script that your technician ran. This is going to be a pretty big deal when it rolls out. And again, I’ve been after this one for as long as you all have, so I’m really excited that this one finally is on the board.

The second one here is another long-time request. I feel like every longtime request I’ve had since I’ve been here is getting knocked off in the past couple of months. This is effectively one-click app uninstall, so this is where you’ll be able to go into the software inventory of an endpoint within Syncro, which that piece exists today, but now you’ll have an option to theoretically uninstall apps from that page with a single click.

I do want to warn folks that this is effectively going to mirror the type of functionality that you see in a lot of competing platforms, where it will uninstall the app silently, so long as there’s a native uninstall script registered with Windows. That’s most apps, but it’s not all apps. It also won’t circumvent things like required prompts during uninstallation, or security aspects, kind of like how you can add an uninstall code to Syncro. This wouldn’t obviously let you uninstall through those types of things, but other than that, it should cleanly uninstall apps with a click of a button. Again, big, big, long time request. So that’s two big ones we’re finally checking the box on, so that’s super exciting for me personally. I know it is for all of you as well.

Q&A

Andy Cormier: All right, so that’s a wrap for all our prepared content for today. We’re going to do some Q&A next, and if you haven’t already asked your questions, just remember, please do it in the Q&A button in Zoom. We’ll be picking them up from there, we’re not picking them up from the general chat. Kristen, I feel like I’ve been talking forever here, so I’m sure you’ve got some queued up at this point.

Attendee Question: Is Google Workspace integration on the roadmap?

Kristen Costagliola: As you probably just saw, it’s not on our immediate roadmap right now, but because of all of you, it’s an area that we are really, really looking into. We don’t have it in flight today. We try to keep our roadmap pretty focused on the things that we are actively working on, but that isn’t to say that Google integration will not happen. This is something that comes up every single month here, and it is one of the big reasons that we’re talking about it, so continue to ask the question, or continue to push for Google Workspace if that’s something you want.

Attendee Question: Are there any plans to make technician permissions more granular? For instance, if you limit them to a single organization or specific organizations, it strips away a bunch of capabilities. This slows down work in the name of compliance.

Kristen Costagliola: Robert, yes, we continue to have improvements specifically that we’re looking at in our permissions and our role-based access. I think we have a couple of things on our list. I don’t know specifically about increasing permissions directly in this area, but if there are specific permissions or workflows or things that you want to make sure that your technician can access, please let us know. We’d love to look at it, especially to make sure we have covered them.

We did not cover them on this call, but we have a lot of quality of life improvements, smaller things, updates that happen consistently through the month as we release them. So please share product feedback within the platform itself. You can hit the little question mark and add product feedback. That comes directly to us in the product team. We would love to hear specific permissions you’d like to see.

Attendee Question: On the BitLocker integration, will this verify there are not duplicate keys, and will removal keys correctly pull the current active key?

Kristen Costagliola: Today, the duplicate key detection and automated removal is not in the current initial release, but it is definitely something we would look at in a future update. It should correctly pull the current active keys. So it will do that one, but it will not auto-remove the other ones.

Attendee Question: How much retention does Syncro plan on keeping for logging?

Andy Cormier: I had to ask a product person, because I didn’t actually know this one. They’re saying we’re looking to follow NIST best practices here. For automated scripting, like daily scripts, we’d retain it for 90 days. For manual script runs by technicians, we’d plan on retaining this logging for at least one year.

Attendee Question: For uninstall, does it get leftover items, registry, and files like Revo Uninstaller?

Andy Cormier: Revo a lot of times is used when something doesn’t uninstall properly, there’s remnants of garbage still on there, and it’s great at getting rid of that. This would effectively be the equivalent of going into the list of installed apps within Windows and just saying uninstall, where it has a native Windows uninstaller. So whatever that would do, we would effectively be tripping that silently. Anything that’s supported that way would be supported here as well, but it’s not going to go the extra mile. If it wouldn’t be removed through a normal uninstall process, it’s not going to go and, like Revo, blast the entire thing, every registry entry, every remnant of it. If it’s not included in that uninstall script, it wouldn’t be included here.

Attendee Question: Are there any plans to hide the uninstall code? It sounds like the uninstall code is plain text in the registry as of today.

Kristen Costagliola: I don’t know that question off the top of my head. I’m going to ping a product person, and we’ll come right back to that one.

Attendee Question: Are there plans to add the ability to auto-create customer portal logins?

Kristen Costagliola: Yes, this is on our radar. We don’t have an exact ETA yet, but that is definitely the plan, to make that easier for you.

Andy Cormier: That’d be great, especially for syncing your end users over from Microsoft.

Kristen Costagliola: Exactly. If you’re bringing things over, especially if you’re using our new SSO, or the login with Microsoft or Google feature, you’ll be able to have them auto-provision and set that up, which is great.

Attendee Question: What type of customization is currently and will be available for issue types for guided resolution?

Kristen Costagliola: Josh, this is a great question. Today we don’t have any specific customization on the issue types as they stand. We’re continuing to expand our AI categorization, and we’re also looking at a bunch of things in the future. There are a lot of tickets that require a bit more diagnostic and more back and forth, potentially with some troubleshooting, so you will see this feature continue to grow and continue to improve over time as we add more things to it.

Today, we think the number of issue types is around 10 percent of tickets, and we want to be able to help you continue to expand that to help your technicians add additional resolution steps or troubleshooting, or just additional data. I don’t have the specific list of them today, but with our categorization, we categorize every single ticket and look at them as they come in on the Team plan, making sure that we can figure out which are the ones that we can have good steps for.

Attendee Question: Do the new Microsoft features require licenses to be purchased and hosted via Syncro?

Kristen Costagliola: No. You actually cannot purchase your Microsoft licenses through Syncro today. Microsoft likes to use the same terms, but we are not a CSP able to sell licenses to you like a Pax8 or another vendor in that space. So you actually have to purchase your Microsoft 365 licenses elsewhere. We don’t care where you purchase your licenses from, and our integration works on all different levels of license on the Microsoft side, although you’ll get additional features if you have higher licenses. For instance, for some unknown reason, MFA and access to certain things is behind the Entra P1 license, which is not included in Business Basic by default, so you’d have to add that as an add-on if you wanted to understand some MFA status or some other things. But you do not have to buy them. You don’t have to buy any licenses through Syncro, you can just connect it and turn it on in your admin settings, in the Microsoft tenant section.

Andy Cormier: I’ll add that that also works with our universal billing mechanics, which will count those licenses dynamically every month and just put the usage on your recurring invoice and bill out every month. So it doesn’t care where you get them from. As long as you’ve got your tenant synced to Syncro, we can do that for your customers, so that’s pretty cool functionality as well.

Kristen Costagliola: And for the registry and suppressing the uninstall code, we don’t have that currently on the list, but it will be on the list now. We’ve put it on the quality of life track list, so expect to see that soon.

Attendee Question: Is there an option to pay for extended logging for script results?

Kristen Costagliola: I don’t know the answer to that question yet, but it’s a great question. Robert, if you don’t mind writing back how long you would want us to store some of those logs, and how you would think about accessing them. Three years, great, wow, you’re fast. We will take a look and see what we can do. We’ll talk about how we would be able to access that, so we can see if we can meet that request.

Attendee Question: I’d like an easy way to populate custom fields on the asset level and customer level within scripts, like a runtime variable. Any plans on expanding the abilities from scripting?

Andy Cormier: Robert, you can do that today, unless I’m misunderstanding what you’re asking. You should be able to pull in any value from your customer and your contact, customer, and asset fields, and then you should be able to write back to any custom field, or anything really, on the asset record.

Currently you need to utilize the API in order to fill custom customer fields. Okay, but assets work, so you’re saying that you want to be able to write to customer fields as well, is that accurate? With assets, you can do that today. I’m pretty sure you can pull in customer fields as variables, but I don’t think you can write back to them. I think you just write back to asset fields.

Kristen Costagliola: Robert, maybe reach out to our support team. I think what you’re trying to do is possible today, unless we’re misunderstanding you, but reach out to our support team. They can sit down and walk through it with you and pull in anyone else as needed to make sure that we can solve that.

Attendee Question: Are there plans to add a serial number field for asset management? I want to use a barcode scanner to track laptops, desktops, and so on.

Andy Cormier: We have that today, right, Kristen? For both of those scenarios.

Kristen Costagliola: I think that’s true, yes.

Andy Cormier: So, Gavin, just ping me afterward at andy@syncrosecure.com and let me know specifically what you’re after that you can’t do today, because that is a core part of the platform. It has been for a while.

Attendee Question: When an end user creates a ticket and includes the email, why does that not automatically include them in any correspondence?

Kristen Costagliola: That is a great question. I’m going to ping our product team and see if that’s something. I would guess that there’s probably optionality here. Maybe not everyone wants them to be included. I think some of the time it will respond with tickets that are made, especially if you make a public note and that contact exists on the customer and they’re the contact that’s assigned to the ticket. So if you create the ticket, and if you have the contacts all set up correctly, it should create the ticket and then there should be correspondence back and forth, unless I’m misunderstanding you, Scott.

Attendee Question: Any chance we’ll be able to add or remove CCs from tickets via the API?

Andy Cormier: DJ, we were doing a lot of API work recently, so for the product folks on the call, the request is to be able to add and remove CCs on tickets via the API.

Attendee Question: With custom domains, can the email from the Syncro system use that domain?

Kristen Costagliola: You can set up a mailbox with your custom domain today, so that all of the emails come from that domain. You can set up a couple of mailboxes if you wanted support, or billing, or whatever, and we have you connect it so that we can see that you own that domain. So yes, you should be able to use that same domain as long as you have it set up.

Attendee Question: Is there a way currently with recurring billing that you can use a contact counter to bill all customers for a particular product unless a box is checked, or something of that nature?

Andy Cormier: Actually, yes. With the asset counter it’s super powerful, because you can feed in a saved asset search that qualifies whatever you want, and it just bills based on that. So if you want to have all of this customer’s servers and workstations, you can divide it into two line items that way.

For contacts, it’s the same thing. You can grab a custom field and say this custom field has to equal whatever in order to be billable. We see this a lot where folks want to do a dynamic contact counter, but they also want to keep historicals of previously terminated employees at a specific customer. You can just flag them as active or inactive and say, go ahead and bill for all the active contacts.

We have a lot of people doing really cool things with asset counters, too. If you want to say, I’m only going to bill you for assets that have checked into Syncro within the past 30 days, meaning if they have laptops that walked away in a closet for six months or whatever, you don’t have to bill them for those. There’s all sorts of things, so pretty much whatever you could come up with there, I’m pretty sure you’d be able to do it without much of an issue.

Attendee Question: Are there plans to pass on credit card fees?

Kristen Costagliola: This is on our radar today. It’s not in flight yet, but it is something that’s on our radar.

Attendee Question: Is it possible to add an option to edit ticket comments?

Andy Cormier: Isaac, I’m going to find out where that is. I will say that it sounds like an easy add, but it’s a little bit larger than that. Let’s say that, and I’ve had this happen, which is why I’m going to use this example, you have a tech that happens to get mad at a customer and say something they shouldn’t in an actual ticket, and then they could just go in there and edit that out. We would need a lot of audit history, obviously, as an additional thing for that. But hang on, I’m asking the product folks.

Okay, so it’s something that’s being looked at. It’s not anything that’s official at this point, but it is something that’s being noted, because that question’s come up quite a bit.

Attendee Question: Is there a self-hosted version of Syncro?

Andy Cormier: Kristen, we can solidly say no on that one, correct?

Kristen Costagliola: No, sorry, we will never have a self-hosted version of Syncro.

Attendee Question: Where are we at with potentially allowing scripts against assets via the API?

Kristen Costagliola: It’s available today. You can use that today.

Andy Cormier: Is there any limitation for that currently? As long as the script exists and you have the asset, you just run it against it.

Kristen Costagliola: As long as the script exists, you can run it against it. Yes. You cannot create scripts via the API today, but as long as the script exists, you can execute it.

Attendee Question: Does Syncro auto-sync the device name if it’s changed on the device?

Andy Cormier: We do. We have different cadences for data that gets pulled, so it may not be instant, but it actually works in one of two ways. If you make no changes, it will just automatically update the host name anytime the host name is changed on the endpoint.

There’s also another very cool feature that a lot of folks actually don’t know about, it’s kind of one of the hidden gems in Syncro. It’s called friendly names. At least in my MSP, it was very hard for us to have naming conventions, and then you had to know them, especially for a huge customer, and it just became annoying. So you can keep the host name intact, and it will still update the host name, but you can also overwrite that with a quote-unquote friendly name. So this is like Bob Anderson’s Computer, and this is like Server in Server Room 2, and you can just have friendly names in there. If you want to search for assets based on host name or friendly name from that point forward, you can do either. So a lot of folks like to use that friendly name as a way around just memorizing host names or having some crazy nomenclature that you have to adhere to. But if you don’t do any of that, it will automatically update your host name as that changes on the endpoint, so you don’t have to worry about that.

Attendee Question: Are there improvements coming to worksheets to assign items to techs?

Kristen Costagliola: This is on our radar, for sure. This is within the larger project management project, but we are working on moving that in. It’s on our radar, definitely.

Attendee Question: Could we get better audit logs?

Kristen Costagliola: Yes, audit logs are one of the things on my list. From an engineering perspective, it’s definitely something we’re going to continue to improve on. We’re working on some audit logs on API usage and MCP, and we’re going to continue to expand that.

Attendee Question: Can we apply multiple devices to a user? We have users that bounce around in organizations and we can’t apply them to multiple devices, it locks them to one.

Andy Cormier: You could have one user being assigned to multiple endpoints, but you can’t have multiple users assigned to the same endpoint. It would be hard to know who’s opening the ticket with an associated endpoint in that instance, so you would probably leave that one unassigned, and then once a ticket is created and you assign the endpoint to the ticket, you’d apply the contact at that time.

Attendee Question: We have multiple organizations with one main contact, and we have to make up emails for the other organizations and create them as an end user.

Kristen Costagliola: Today, if you create that as a contact, you can do this. We don’t enforce email uniqueness on the contact side for end users across multiple different organizations. One of the options is you could potentially use a single Syncro tenant, just the higher level above the customers, to have that be your main point of contact, and then have multiple organizations under that same tenant sitting underneath them, managing it that way. And then you’ll have to use something like the email rules to route tickets for the specific end users that are in multiple of those organizations. There are some pieces that could be doable today. Agreed, it’s a workaround, but I think I understand what you’re asking.

Attendee Question: Are there any plans to get more granular with locations within an organization? It would be nice to have sub-organizations with the same structure as the main organization in order to keep assets organized and locations billed separately.

Andy Cormier: Give me one second. I know exactly what you want, Robert, and I want the same thing. It looks like there’s nothing on the docket now, so if you haven’t already, in your Syncro instance, there’s a little question mark icon in the header. Click that, click feedback, and that product feedback goes right to the product team. Definitely include that, because I’m on board with you. I definitely would like to see that as well. It unlocks a lot of things for folks that have customers with multiple sites, which usually is quite a bit.

Attendee Question: Are we planning to support a direct Microsoft 365 Copilot MCP integration?

Kristen Costagliola: Today, you can use our MCP with Copilot directly. We did work previously with a direct Copilot plugin and had some challenges on the Microsoft side, but if you can add an MCP into the Copilot integration, you should be able to have it sit alongside and look at all of those different pieces. Also, if you’re using Claude or OpenAI’s ChatGPT, those also connect to your Microsoft, so you could leverage both things, depending on how you’re working.

Closing

Andy Cormier: All right, so that’s it for the questions today. Thanks everybody for joining. We’re super excited to have you today, and we’ll see you all next month.

Kristen Costagliola: Thank you all so much!

Andy Cormier: Take care.