Who Can Access Syncro AI Features

AI Ticket Summarization and Automated Ticket Triage & Dispatch requires the Team Plan.

About Security Permissions

• Syncro AI features are accessible by Syncro Users in your account as long as those users have access to the underlying feature. 
• 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.

Enabling/Disabling AI Features

While enabled by default, Syncro has a 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. 

If the top-level toggle is On, you can optionally choose to use individual AI features including AI Ticket Summarization (On by default), and Automated Ticket Triage & Dispatch (both Off by default).

After enabling Ticket Priority Suggestions or Ticket Technician Assignment Suggestions, the system silently builds a skill matrix for each technician based on up to 100 resolved tickets from the past three months. This process can take up to 24 hours. Tech recommendations may not appear until this initial analysis is complete.

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.