Assigned SLA

is, is not

Match tickets by the  SLAs you’ve defined in Admin > Tickets - Service Level Agreements.

Assigned to

is, is not

Match tickets based on users you’ve defined in Admin > Syncro Administration - Users.

Business Hours

N/A

Specify the time for this automation to run: Only Run During Business Hours or Only Run Outside of Business Hours.

Note: The latter requires you to enable Business Hours in Admin > Syncro Account - Business Hours.

Contact Tags

includes, excludes

Match tickets based on tags associated with the Contact submitting the ticket. Check the box to Include Untagged Contacts.  You can also type to create new Contact Tags here. 

Customer

is, is not

Customers you’ve previously created. Start typing to display search results and press Enter to select. Click View Customer to open that Customer’s Details Page in a new tab.

Customer Tags

includes, excludes

Match tickets based on tags associated with the Customer submitting the ticket. Check the box to Include Untagged Customers.  You can also type to create new Customer Tags here. 

Due date is passed

N/A

Yes, No

Has SLA

N/A

Yes, No

Has a contact

N/A

Yes, No (for whether the top-level Customer has a Contact)

Hours until due date

N/A

Hours (as whole numbers only). 

Note: Not available for “Ticket Created” automation types.

Select an existing ticket tag, or create a new Ticket Tag.

Note: This condition only appears when using the Ticket Tag Added automation type. See also Work with Ticket Automations.

Not updated in hours

N/A

Hours (as whole numbers only)

If you’re not using Business Hours, this Condition counts actual clock hours. If you want the automation to only run during your business hours or only run outside of your business hours, you must enable business hours under Admin > Syncro Administration AND add a Condition.  

Part Order Received

N/A

Yes, No

Ticket Billing Status

is, is not, contains

Non-Billable, Invoiced, Partially Invoiced, Invoice Required

Ticket Issue Type

is, is not

Ticket Issue Types you’ve defined in Admin > Tickets - Preferences. By default these may include: Remote Support, Contract Work, Network Project, Regular Maintenance, Other.

Ticket Priority

is, is not

0 Urgent, 1 High, 2 Normal, 3 Low

Ticket Status

is, is not, contains

Ticket Statuses you’ve defined in Admin > Tickets - Preferences. 

See also: Ticket Settings Reference. 

Ticket Subject

is, is not, contains

The subject as you enter it. The “is/is not” operators are case-sensitive; “contains” is not.

Ticket Tags

includes, excludes

Match tickets based on tags associated with the ticket. Check the box to Include Untagged Tickets. You can also type to create new Ticket Tags here.

Ticket Type

is, is not

Custom Ticket/Field Types you’ve defined in Admin > Tickets - Ticket Custom Fields. See also Create Custom Fields. 

Ticket last comment subject

is, is not

Initial Issue, Estimate Approved, Estimate Declined, Automation, Bounce, SMS Failure, Contact, Invoice Emailed, Issue, Diagnosis, Contacted, Approval, Parts Order, Parts Arrival, Update, Upgrade, Completed, Other, Automated Remediation.

Note: Not available for “Ticket Created” automation types.

Add Private Comment

Select a value from the Update Subject dropdown; enter a comment in the Body field.

Adds a private comment to the COMMUNICATIONS section of a Ticket. 

See also: About the Ticket Details Page.

Add Public Comment

Select a value from the Update Subject dropdown; enter a comment in the Body field.

Optionally check the Send SMS box.

Adds a public comment to the COMMUNICATIONS section of a Ticket. 

Also emails the customer, and optionally sends an SMS to the Customer/Contact associated with this ticket.

See also: About the Ticket Details Page.

Add Ticket Tag

Select from existing Ticket tags or add new ones.

Adds these tags when the automation runs on a ticket. 

See also: Work with Ticket Tags. 

Assign to

Select from Users you’ve defined in Admin > Syncro Administration - Users.

Assigns the ticket to the selected User (e.g., a technician).

Attach Ticket Worksheet

Select from Ticket Worksheets you've defined in Admin > Tickets - Ticket Worksheets.

Ticket Worksheets are checklists you define for your techs to follow. Optionally you can use them to show customers the work you performed. 

See also: Create a Ticket Worksheet.

Change Priority

Select a Priority from: 0 Urgent, 1 High, 2 Normal, 3 Low

Updates the ticket's priority.

Note: This requires the “Enable Ticket Priorities” box to be checked in Ticket Settings. 

Change Status

Select from Ticket Statuses you’ve defined in Admin > Tickets - Preferences.

Updates the ticket's Status. 

See also: Ticket Settings Reference. 

Email assignee

Enter Subject and Body. Optionally add email address(es) to BCC separated by commas or semicolons.

Emails the assigned User (e.g., a technician).

Email custom email address

Enter email address in To. Otherwise same as previous. Add multiple addresses separated by commas or semicolons.

Emails the address(es) you specify. Particularly relevant when the recipient of the automated email is not the contact who submitted the ticket.

Email customer/contact

Enter Subject and Body. Optionally add email address(es) to BCC separated by commas or semicolons.

Emails the Customer or Contact. 

This action does not post the specific message to the ticket's Communications log (only that the action was performed). 

Check the Communications Summary Report (available under Reports) in the Email and SMS sections to see the message sent.

Fire "Ticket Automation Triggered" notification

N/A

Sends notifications (Email, SMS, etc.) about the ticket automation being triggered to Users specified in a Notification Set. 

Notifications Sets are defined in Admin > Syncro Administration - Notification Center, and the event here is “Ticket - Automation Was Triggered.” 

Posts a message to MS Teams.

Note: For this option to be available, you must first configure the Microsoft Teams integration. Navigate to Admin > Integrations - App Center.

Post to Slack

Enter the Slack Webhook URL and a message.

Posts a message to Slack.

Remove Ticket Tag

Select from existing Ticket Tags.

Removes these tags when the automation runs on a ticket.

SMS Public Comment

Select an Update Subject, and enter a message to send in Body.

Adds a public comment to the COMMUNICATIONS section on the Tickets tab and sends an SMS to the customer.

Send Manual SMS

Enter a valid To number and a Message.

Sends an SMS message to the number (area code + number) entered. You can only enter a single phone number. 

Note: Syncro's locale settings automatically handle the country code based on the location you specify under Admin > Syncro Administration - General Settings/Preferences.

Set SLA

Select from SLAs you’ve defined in Admin > Tickets - Service Level Agreements.

Update Due Date

Enter the number of hours to Extend either From the Due Date or When (the Automation is) Triggered.

Updates the ticket's Due Date.

Update Ticket

Enters the current timestamp into the Ticket's Last Updated column in the Tickets Table. You can use this to:

1. Force a ticket update to trigger notifications found in Admin > Syncro Administration -  Notification Center.

2. Prevent the re-triggering of automations of automations using the  “Not Updated in Hours” condition.