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 get (Customer) Organizations and Ticketing features configured for your business and your team.

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 an Organization

An Organization is an entity representing your clients' businesses or their internal department structure. Everything you do in Syncro requires a Organization, so be sure to follow the best practices described in the documentation when creating them.

Note: Organizations were formerly known as Customers. For the time being, you may see both terms used in the product.

Watch this short video to learn more:

Use the step-by-step instructions in Work with Organizations to create an Organization now. 

Tip: Alternatively, you can choose to Import Existing Organizations.

Step 2: Create an End User for Your Organization

End Users are the specific people who are part of an Organization you're supporting. They're the individuals who are likely to be filing the Tickets that you and/or your Technicians will be responding to.

Adding End Users in Syncro helps you maintain great relationships. You can set which types of communications each End User receives, and even store unique information for them (using Custom Fields).

Note: End Users were formerly known as Contacts. For the time being, you may see both terms used in the product.

Watch this short video to learn more:

Use the step-by-step instructions in Work with End Users to create an End User now. 

Tips: 

• If you're a Microsoft shop, you might want to look into Getting Started with Microsoft 365 Management. When you're connected to a Microsoft Tenant, you can sync your End Users and even take Microsoft actions directly from Syncro!
• If you want to import End Users into Syncro instead, see Import or Export Existing End Users.

Step 3: Create Custom Organization Fields

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. For example, you can create a Custom Field like a dropdown menu to track an Organization's industry type (such as medical, technical, service, etc.). 

While you can create Custom Fields for End Users, Assets, and Tickets in Syncro, we'll start with Organizations. 

Note: Organizations were formerly known as Customers. For the time being, you may see both terms used in the product.

Watch this short video to learn more:

Use the step-by-step instructions in Custom Fields for Organizations & End Users and create a Custom Organization Field now.

Step 4: Manually Create a Ticket

Now that you've created some Organizations and End Users and you have some Custom Fields, let's switch over to Syncro's ticketing system.

A Ticket is a record containing details about a End User's need for services. As such, a Ticket is always connected to the person making the request. It can also be connected to that End User's Asset.

Once a Ticket is created, a Technician can log the time they've spent on resolving it, and you can decide whether (and how) you want to charge for that labor. Technicians can also collaborate on Tickets to solve End Users' problems quickly and efficiently.

Watch this short video to learn more:

Use the step-by-step instructions in Manually Create a Ticket and create a Ticket now. 

Tips: 

• Ticket creation can also be automated in Syncro. If you're curious, check out Automatically Creating Tickets from Inbound Emails and/or Creating a Ticket From the System Tray.
• To learn more about charging for Tech time, see Add Billable Time to a Ticket.

Step 5: Ticket Page Overview

We know that you and your Technicians will likely spend some significant time here, so we spent a lot of time thinking about how to make the Tickets page an informative dashboard that you could do real work in. There's color-coded ticket Due Dates and Statuses (both of which you can define and customize), clear priorities, and even inline editing so you're not having to hop in and out of pages to change information.

Watch this short video to learn more:

Learn more in About the Tickets Tab/Page.

Step 6: Create a Ticket View

Ticket Views let you customize exactly how you want to see your list of Tickets, then return to that view at the click of a button. Syncro also provides a number of default Ticket Views you might find helpful.

All Ticket Views display with the Ticket Views Health Metrics mini-dashboard at the top, giving you and your Techs a summary of what's happening with all of the tickets currently included in the view.

Note: If you're on the Team Plan, you also have the ability to set the default view for your Technicians.

Watch this short video to learn more:

Use the step-by-step instructions in Work with Ticket Views and create a Ticket View now.

Step 7: Customize Ticket Table Columns

Finally, we'll use the Tickets table as an example of how you might want to customize your tables to find the exact information you're looking for. Many of our tables offer sorting and filtering, grouping, hiding, and pinning. 

Watch this short video to learn more:

 

Learn more about how you can use tables in Syncro and explore some of these features in the Tickets table.

Next Steps

If you've completed these steps, you have a great start to your Organization and Ticketing setup in Syncro!

• 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.