A (Customer) Organization is an entity representing your clients' businesses or their internal department structure. If you're a Technical Leader who's new to Syncro, here are some important first steps you should take to get Organizations 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. 

Step 1: Customize Organization Settings

Before you create or import Organizations, it's a good idea to look at the global Organization settings. You'll find these under Admin > Customers - Preferences.

Here are a few settings you may want to pay attention to:

• Turn on SMS by Default: If you're not going to use SMS in Syncro, uncheck this box.
• Additional Referred By: Add in any referral tracking resources you want for reporting on how you are finding your customers.
• Optionally, Require These Fields When Creating a Customer: Select which fields should be required when adding a new Organization to Syncro.
• Enable the Prepay Hours Tracking Feature: Check this box if you're going to use Prepay (Block) Hours inside Syncro.
• Disable Customer Portal and Redirect to URL: If you don't plan on using the End User Portal, enter a redirect URL so that if an end user accesses the link, it will go to a page you choose.

View the Organization Settings Reference for details about other possible settings. When you're finished making your selections, be sure to click Save.

Step 2: Create Customer Organizations

Everything you do in Syncro requires a Organization, and there are several ways to add Organizations. If you're on a Syncro Trial or didn't delete the example trial data, you'll have an Organization named [Example] Acme Tech Solutions in your account.

A. Manually Create an Organization

The first way is to manually create an organization. Watch this short video to learn more:

Use the step-by-step instructions in Work with Organizations to manually add an Organization now. To set yourself up for success and avoid common pitfalls, pay special attention to the Best Practices!

B: Import Organizations

If you're migrating from another tool and have an existing list of customers, it's obviously tedious to manually add each customer. You can use various import tools to import your Organizations, including ones for Atera, Autotask, ConnectWise, QuickBooks, and Xero. These import tools can also help you migrate other data like Assets, Contacts/End Users, and Tickets, which can save you lots of time. Syncro also offers a CSV import option. 

We strongly recommend that before importing Organizations you ensure that your data is clean; there should not be duplicates and the information should be accurate. If you're uncertain about whether you have clean data, we recommend using the CSV import option. 

If you have some time, import your list of customers now. Use the instructions in Import Existing Organizations. 

Step 3: Navigate to & View an Organization's Details Page

The Organization Details Page displays whenever you’re viewing a Customer Organization. 

You'll land on this page whenever you click a hyperlinked Customer Organization name anywhere in the platform, or when you click their name after searching for them in the Syncro Header.

As the page name implies, there's a lot of detailed information about your Organization here. The page has a header and actions bar at the top. You can do things like edit information about the Organization, or create new things for the Organization like Appointments and RMM agent installers.

The rest of the page is organized into subtabs. By default, the Overview tab is selected. Within each subtab you'll see a number of sections. Some of these are collapsible; many have action buttons of their own. 

Once you begin to perform work for the Organization, information like linked Tickets, Invoices, and Payments will all be accessible from this page.

Take a look through About the Organization Details Page now to get more familiar with each section. If you're on a Syncro Trial or didn't delete the example trial data, click the Organization named [Example] Acme Tech Solutions to see this page in action.

Step 4: Create Custom Organization Fields

Custom Fields are fields you create and manage to capture any additional information you want in Syncro. While you can also create Custom Fields for End Users, Assets, and Tickets in Syncro, here we'll focus on Organizations. 

Custom Customer Fields help you capture, store, and use any descriptive information about your customers that's important to you. 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.) to filter on later, or flag them as a special VIP customer so they get special priority when it comes to resolving Tickets. 

Once you create them, you can complete Custom Customer Fields for any of your Organizations whenever you create or edit them. Then, you can use them in Saved Customer Searches to create lists of customers to use in Reporting, or in the Mailer for targeted marketing.

Watch this short video to learn more:

Check out the examples of ways you could use Custom Customer Fields, then use the step-by-step instructions in Custom Fields for Organizations & End Users to create at least one Custom Organization Field. (Bonus: Create a Saved Customer Search based on your custom field.)

Step 5: Create Organization Tags

Tags are labels you can create and manage to capture additional information you want in Syncro. Like Custom Organization Fields, Organization Tags can be used in Saved Customer Searches; they can also be used as parameters in Ticket Automations. However, Syncro offers both options because there are some important differences: 

• Structure & Flexibility: Tags are highly flexible, unstructured keywords that users can create on the fly (e.g., "urgent," "project-alpha"). Custom fields are predefined data fields (e.g., a "Due Date" field or an "Industry" dropdown menu) that must be set up by an administrator.
• Control & Consistency: Tagging is a decentralized system, which can lead to inconsistencies like "tag sprawl" (e.g., "marketing" vs. "mktg"). Custom fields are controlled by an administrator, ensuring data integrity and a consistent format for all entries.
• Use: Tags are best for informal classification and quick filtering. Custom fields are ideal for structured data capture, detailed reporting, and system automation.

You create Organization Tags directly from the Organization's Details page:

Check out the examples of how you could use Organization tags, then use the step-by-step instructions in Organization & End User Tags to create at least one tag for the Organization you manually created in Step 2.

Step 6: Manage Organizations in Bulk

There may be times when you want to make changes to multiple Organizations at once. Some examples include:

• Adding or removing Organization Tags,
• Updating billing information such as which Invoice Template, Invoice Terms, or Sales Tax Rate to use by default, 
• Updating the types of emails Organizations receive (Billing, Marketing, Reporting, None), or 
• Enabling or disabling access to the End User Portal.

Additionally, you may want to Archive or Delete multiple Organizations. All of these actions are possibly when you select multiple rows in the Organizations tab/table and click Bulk Actions. 

If you didn't import Organizations, manually create one or two more so you can see how bulk updates work. Then add the Organization Tag you created in Step 5 to these Organizations using the instructions you'll find in Bulk Update Organizations. (Bonus: Update billing or email fields for these organizations.)

Step 7: Create End Users 

End Users (formerly known as Contacts) 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 or Tags). If you're on a Syncro Trial or didn't delete the example trial data, you'll have End User Jane Doe in your [Example] Acme Tech Solutions Organization.

A. Manually Create an End User

Like Organizations, the first way to create an end user is manually. Watch this short video to learn more:

Use the step-by-step instructions in Work with End Users to create a new End User for one of your Organizations now. 

B. Import End Users

If you're a Microsoft shop, it's possible to integrate Syncro with Microsoft and sync your End Users using Entra ID. Once that's set up, you can even take Microsoft actions on those users (like resetting a password or MFA) directly from Syncro! 

There's a whole other guide for that, so if it applies to you or you're curious, take a look at Getting Started with Microsoft 365 Management. 

Note: If you imported your Organizations in Step 3, you likely brought in your Contacts/End Users. If not, see Import or Export Existing End Users.

Step 8: Assign End Users to Tickets & Assets

Once you have End Users (formerly known as Contacts) in your Organizations, you can assign them to the Tickets they open and to the Assets they use. 

• Assigning Contacts to a Ticket helps Syncro know where to send external communications relating to the progress and resolution of their ticket. Most of the time the assignment of Contacts to their Tickets is automated, but when opening a Ticket manually you also have the option to assign a Contact.
• Assigning End Users to Assets can be helpful for asset tracking. Once you learn about Policies, you can also automate the assignment of End Users to Tickets when they open a ticket from their System Tray menu. 

Assigned Contact fields are available in the Customer Info section (for Tickets) and the (Owner Information) section for Assets. There you can select an existing Contact or even create a new one. 

Watch this short video to learn more:

You'll make End User to Ticket/Asset assignments in other Training Guides.

Next Steps

If you've completed these steps, you have a great start to working with Organizations and End Users in Syncro!

• If you want to use it, a great next step would be to check out the End User Portal Set Up Guide.
• Microsoft shops should definitely check out Getting Started with Microsoft 365 Management. 
• 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.