If you're a Technical Leader or Internal IT Director who's new to Syncro, here are some important first steps you should take to start automating (and therefore reducing time spent on) mundane, time-consuming tasks.

Notes: 

• Throughout the documentation, you'll sometimes see text in italic font. This means the term is defined in our Syncro Glossary.
• For a high-level overview of where things are in Syncro, see About the Syncro Header & Primary Navigation Bar.
• You can also download this guide as a PDF. 

Step 1: Create a Ticket Automation

Use Ticket Automations in Syncro to create robust helpdesk automations that automatically evaluate meaningful state changes to Tickets, then apply updates in real-time over that Ticket's lifetime.

In ticket automations, Actions you specify are performed when certain Conditions are met. You can add as many Conditions and Actions as you need to ensure the automation behaves the way you want. 

Examples of Ticket Automations include:

1. If a ticket hasn’t been updated in four hours, send an alert via Slack.
2. If a ticket's Status is “Waiting on the Customer” and you haven’t heard from them in 48 hours, send a reminder email and reset the clock to give them another 48 hours to respond.
3. If Syncro classifies a ticket as “Printer_Scanner: Software Issues,” assign it to a specific Tech, creating a “pseudo dispatcher.”
4. When a Tech unassigns themselves from a ticket because they’re blocked or will be out of office for an extended period, evaluate the priority and any Ticket Tags to automatically re-assign it to a another Tech who can pick it up.

IMPORTANT: Ticket automations will not run on tickets with a “Resolved” status. 

Watch this short video to learn more:

>> Use the step-by-step instructions in Work with Ticket Automations and create one now. 

Step 2: Create Automations for Alerts (Automated Remediations)

An Alert is an automatic notification of an event that occurs in a network's infrastructure. Assets managed in Syncro usually generate alerts based on the monitors you've configured in your Policies. However, alerts may also be created via scripting or our API. 

Syncro's Automated Remediation feature is what helps you automate actions when these RMM Alerts are detected.

Watch this short video to learn more:

 

>> Use the step-by-step instructions in Create Automated Remediations for Alerts and create one now.

Step 3: Add Scripts from the Community Library

Scripting is one of the core RMM features in Syncro. Once you've created and/or selected a script that meets your needs, you can run it on an individual asset or in bulk, on multiple assets. You'll also have options to run scripts repeatedly, and/or on a schedule.

The Community Script Library is a place where you can find ready-made scripts created by other Syncro Users. 

This means you won't have to write a script yourself it one already exists that will do the job. And if you have a script you think would be useful to others, you can also contribute it.

Watch this short video to learn more:

>> Use the step-by-step instructions in Community Script Library to find and import a useful script.

Step 4: Create & Use Canned Responses

Out of the box, Syncro provides a number of canned responses that Technicians can select when communicating inside a Ticket. 

A canned response is reusable language that helps you quickly answer questions, give out information or instructions, and reply to other messages you might commonly receive. Using canned responses also helps ensure your Techs are providing the information you want to End Users.

Watch this short video to learn more:

 

>> Use the step-by-step instructions in Create & Use Canned Responses to explore this now.

Step 5: Automate Maintenance with Recurring Tickets

Recurring tickets allow you to automatically generate Tickets on a schedule that you specify. This means you can automate the tracking (and future billing for) routine maintenance tasks. 

Note: Recurring tickets run at 5 a.m. PST each day, or 6 a.m. PT during daylight savings.

Watch this short video to learn more:

 

>> Use the step-by-step instructions in Work with Recurring Tickets and create one now.

Tip: Use this automation feature together with Recurring Invoices so employees across your business are freed up to focus on more important tasks.

Next Steps

If you've completed these steps, you have a great start to automating your previously tedious, repetitive tasks in Syncro! 

• Check out some of our automation examples, including:
  • (Automated Remediation) Full Disk Cleanup with Ticket & Billable Time,
  • (Automated Remediation) Bill for Windows Updates, and 
  • (Ticket Automation): Add Organization-Specific Troubleshooting Documentation to Tickets.  
• To deepen your knowledge of Administration, you can poke around in our additional, Administration-related documentation.
• Or, see the Related Docs section for other overview/setup guides.