September 2026 Release Notes

These improvements cover updates made since the release on August 5.

New Features

Syncro Service Desk Plugin

Plan Availability: All Plans

Your Syncro data already holds the answer to most of the calls, tickets, and site visits technicians deal with every day. The Syncro Service Desk Plugin brings that data into Claude and puts it in front of the tech the moment they need it, without switching tabs or searching by hand. Install once, connect once, and four service desk skills are ready for your entire team.

Skills Included:

• Call to Ticket: A tech describes what a client said on a call, and the skill matches the Organization, End User, and asset from live Syncro data, drafts the ticket with priority and assigned tech, and shows the full draft for approval before anything is created in Syncro.
• Ticket Research Assistant: Searches the asset's specs and software and the Organization's resolved ticket history to return a ranked list of things to try, specific to that client and that device. Searches use symptoms, error codes, and product versions — customer names and ticket text stay in Syncro.
• Onsite Visit Prep: Surfaces all open tickets at a client site before a tech heads out, reducing duplicate site visits where two techs drive separately for different tickets on the same day.
• Documentation Search: Queries the Syncro Doc Center and returns the specific article or setting the tech needs, directly inside the Claude conversation.

Core Capabilities:

• Queries From Your Live Syncro Data: Techs get answers grounded in their team's actual tickets, assets, and customer history through the Syncro MCP connection, so what it tells a tech is specific to that client and that asset, not a guess.
• One Setup, Four Skills: Install the plugin once and authenticate the Syncro MCP connection once. All four skills are available to every tech on the account with no per-skill configuration.
• Customizable Without Code: Each skill is written in plain language, not code. Partners can modify note format, priority rules, or workflow logic for how their team actually works without a developer.

Read more here: Syncro Claude Plugins.

AI-powered Guided Ticket Resolution - Open Beta

Plan Availability: Team / IT Plans Only

MSP technicians lose hours every week to tickets that have the same answer every time. AI-powered Guided Ticket Resolution puts the fix on the ticket itself. The technician opens a ticket, sees the recommended action, and approves it with one click. No script to write, no rule to configure, no second tab for Microsoft 365.

Core Capabilities:

• Zero-Configuration Detection: The Guided Ticket Resolution panel appears automatically on the Ticket Detail page the moment an eligible ticket is created. It reads the ticket subject and description to identify the issue — no tags, rules, or setup required.
• Native Microsoft 365 Identity Actions: Password resets, sign-in blocks, and active session revokes execute directly from the ticket through Syncro's existing Microsoft 365 tenant connection. No second portal or second login required.
• One-Click Remediation with Curated Scripts: The technician sees the recommended action, the target device, and the full script before approving anything. Every script is reviewed and maintained by Syncro, keeping quality and safety consistent across all accounts using the panel.
• Multi-Step Guided Diagnostic Flows: Vague tickets like "my computer is slow" trigger a diagnostic step first. The panel surfaces what it finds and advances to the next recommended action based on the result, so the technician gets a specific answer instead of a dead end.
• Full Immutable Audit Trail: Every suggestion, approval, decline, and execution result is logged on the ticket with a timestamp and named attribution. An MSP owner can answer any client question about what ran without hunting through a separate log.
• Technician Approval Required for Every Action: Nothing executes autonomously. Every action requires explicit technician approval before it runs.

Remediation Actions Supported:

• Low disk space: Runs diagnostics, then cleans up disk space on the asset.
• Print spooler issues: Runs diagnostics, then restarts the Print Spooler service on the asset.
• Performance issues: Offers to run a system diagnostic script and, following that, recommends a system restart.
• Microsoft 365 identity actions: Available one-click actions for a linked M365 user include resetting their M365 or Desktop password, resetting MFA, blocking or unblocking sign-in, and revoking active sessions.

Read more here: Guided Ticket Resolution.

Custom Ticket View Columns

Plan Availability: All Plans

One ticket queue layout cannot serve every role equally. Custom Ticket View Columns lets administrators set a distinct column configuration for each Ticket View, so dispatchers see SLA countdowns, billing managers see unbilled charges, and neither role scrolls past columns that don't apply to their work. There's no cap on how many views you can create.

Core Capabilities:

• Per-View Column Configuration: Each Ticket View carries its own column layout. An SLA-focused dispatch view and a billing-focused unbilled-charges view can surface entirely different fields without affecting each other or any other view in the account.
• Account-Wide Layout Option: Teams that prefer a single consistent ticket table can apply one column layout across every Ticket View in the account using the same settings control used to configure a single view.
• No Limit on Ticket Views: There's no cap on the number of Ticket Views an account can create, and each one can keep its own column configuration independently.

Read more here: About the Tickets Page.

Mobile App: Ticket Timer Sync

Plan Availability: All Plans

Billable time tracked at the desk should not stop when a technician walks out the door. Ticket Timer Sync keeps timer state synced in real time across the Syncro Web App, Mobile App, and API. Start a timer on a desktop before leaving the office, then pause or stop it from a phone once you are on-site, without losing the session or re-entering time manually.

Core Capabilities:

• Real-Time Cross-Surface Sync: A timer started or paused in the Web App reflects that state immediately in the Mobile App, and vice versa. No manual refresh or re-entry required.
• Full Timer Control from the Mobile App: Technicians can start, pause, or stop any running ticket timer from the Syncro Mobile App, covering the full timer lifecycle from the field.
• API Timer Management: Timer state, including start, pause, and stop actions, is accessible through the Syncro REST API, supporting integrations and custom workflows that need to track time programmatically.
• Editable Timer Attributes: Assigned tech, labor type, note, and billable status remain editable on a running or paused timer until the timer is stopped and the entry is marked as charged.

Read more here: Syncro Mobile: Work with Tickets.

Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some improvements and fixes we've made in this release:

Agent

• Syncro Service Stability Improvements: Resolved a process manager crash signature impacting both Syncro.Service.Runner.exe and SyncroLive.Service.Runner.exe, improving background service stability.
• [Mac] SentinelOne Antivirus Detection: Resolved an issue where Mac assets with active SentinelOne installations were not recognized, causing false "No AV detected" alerts in Syncro. SentinelOne is now properly detected as a valid antivirus product.
• [Mac & Linux] Backend Support for Splashtop Attended Access Updates: Added agent backend support to read and apply Splashtop permission parameters for upcoming Splashtop attended access features.
• [Mac] Online Status Detection Fix: Fixed an issue where the agent could show a Mac asset as offline when it was actually online.

Assets

New data has been added to the Asset Detail page answering three everyday questions techs used to script around: who has admin rights, who logged in and when, and what kind of machine am I even looking at. All three now live natively on the Asset Detail page, so any tech gets the answer at a glance.

• Local Administrators: See who has admin rights on a device without opening a separate tool or running a script. System Information now lists every local admin account and group directly on the Asset Detail page, including account type and how each one authenticates.
• User Login Activity Tracking: Answer "who was logged in, and when" without digging through raw Security event logs. Interactive and RDP logon events (Event ID 4624) now appear as filterable, exportable entries in the Asset Activity Feed, providing real login history instead of noisy, unfiltered event data.
• Hardware Model / Form Factor Fix: Triage the right kind of problem from the start. Virtual machines and servers now identify correctly instead of defaulting to "Desktop," removing a raw, unmapped field that added noise. Existing Asset Saved Search filters are untouched, so nothing already built breaks.

Backup

• Restore results now link to the restored file: Task Manager tracks every initiated restore, with the initiator, status, and completion time for each one. Completed OneDrive and SharePoint restore tasks now include a link to the restored item in Microsoft 365. Open it from Task Manager to confirm the restore landed correctly without traversing the Microsoft 365 portal.
• Fewer false backup errors on Exchange Online and SharePoint: More transient Microsoft 365 errors are now auto-handled instead of reporting as backup failures: deleted SharePoint sites, mail folder ID mismatches, and interrupted mail folder delta syncs recover on their own.

Calendar

Fixed an issue where additional days could be added to all-day events created in Syncro and synced to Outlook.

Microsoft 365 Features

Fixed a bug with Entra group membership syncing when groups had objects other than users in it.

Mobile App

• The Asset Index screen can now be filtered by Customer Organization.
• New Ticket button on Customer Detail screen navigates to a filtered list of the Customer Organization's Tickets.
• New Asset button on the Customer Detail screen navigates to a filtered list of the Customer Organization's Assets.
• The Customer Organization list screen is now sorted alphabetically based on business name; first name if no business name.
• Fixed an issue where the Back button on Asset Detail screen did not properly take you back to the previous filtered Asset Index list you came from.

Product Bundles

• It is now possible to use Bundles in QTY's greater than 1 per line item in Recurring Invoices. Bundles can also be used with dynamic line item counters.
• It is now possible to display Bundles with Non-Bundle line items on Invoices.
• Fixed a display bug on Estimates where Bundles could show incorrect rates in certain cases.
• Fixed a bug where the Bundle qty could display incorrectly in PDFs.

Tickets

• Fixed an issue where tickets created from Ticket Blueprints configured to send the initial email to the end user did not send the email.
• Fixed an issue where the ability to view current tags as well as to add new tags to tickets was missing when bulk editing tickets.
• Fixed an issue where you couldn't add Customer Tags as filters to Ticket Views.
• Fixed an error that could lead to a line item being added to Ticket Charges not correctly decrementing the product QTY as expected.

What's Coming Next

For information about what's coming, including new features available for Early Access trial, visit the Syncro Platform Roadmap.