Who Can Access Syncro AI Features

• The AI Ticket Summarization requires the Team Plan. 
• Smart Ticket Search is available to all Syncro users.

About Security Permissions

Syncro AI features are accessible by Users within your organization as long as those users have access to the underlying feature. For example, users having access to edit Ticket Automations can create automations using AI Ticket Classifications (deprecated).

Note: None of your ticket data leaves the Syncro AWS instances, ensuring privacy and security for both you and your customers. 

Data Privacy 

To ensure AI Ticket Summaries remain technically focused and secure, the system applies the following logic:

• Excluded: Credentials, passwords, personal contact details, and personal names.
• Included: Technical identifiers (e.g., error codes or specific sender addresses) are included only when essential to understanding the issue, such as diagnosing an email routing problem.

For Smart Ticket Search, Syncro has custom-trained models. We train our AI models in our own AWS instances and we do not share your data with any third parties as part of our AI work. We also de-identify and aggregate data we use to train our AI models.

Enabling/Disabling AI Features

While enabled by default, Syncro has an in-app setting that allows you to stop Syncro from using your data for AI training. Navigate to Admin > AI - Preferences, then set the topmost toggle to Off or On:

IMPORTANT: If you disable AI Training, Syncro also disables the AI features shown in the sub-toggles. That's because they require the ability to train against your data. Toggling these Off does not impact Smart Ticket Search.

Accuracy

AI-powered tools are designed to provide information and results based on Artificial Intelligence (AI) algorithms, which identify patterns and relationships from large amounts of data. There is a possibility of inaccuracies, omissions, or misleading outcomes due to the complexities and limitations of AI technology. 

Syncro has built its AI features to reduce the likelihood of inaccuracies or misleading outcomes, but there is currently no way to fully eliminate errors. Rest assured, all of the suggested resolutions and scripts are approved by humans and not generated by the AI.