If you're a Technical Leader who's new to Syncro, here are some important first steps you should take to get Ticketing features configured for your business and your team. You'll also learn how to create ad-hoc Tickets and several ways to locate tickets so you can take care of your clients in the most efficient way possible.

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 Ticket Settings

Before you start working with Tickets, it's a good idea to look at the global Ticket settings. You'll find these under Admin > Tickets - Preferences.

Here are a few settings you may want to review:

• Enable Ticket Priorities: Check this box to use Syncro's priorities of 0=Urgent, 1=High, 2=Normal, 3=Low.
• Ticket Timer - Charge Billable Time by Default: Check this box so that whenever someone stops a Ticket Timer for a billable rate in the Labor Log, Syncro automatically charges this time to the ticket. Creating a Ticket communication for a billable labor rate will also automatically charge the entered minutes spent.
• Ticket Timer - Time is Non-Billable by Default: Check this box so that Ticket Timer entries will be Non-Billable by default across your entire Syncro account. (See also: About Syncro's Non-Billable Labor Feature.)
• Customize Text for Ticket Timer Charges: Enter the text you'd like to use for Ticket Timer charges. This will NOT be used on charges generated outside of the Ticket Timer. 
  OR
• Customize Text for Ticket Charges: Enter the text you'd like to use for Ticket charges (Ticket Timer charges included).

Also included on the Ticket Preferences/Settings page are sections for Ticket Issue Types and Ticket Statuses. These allow you to really customize Syncro to match the workflow that works best for your business and your clients:

View the Ticket Settings Reference for more details. (Bonus: create a new Ticket Issue Type or Ticket Status.) When you're finished making your selections, be sure to click Save.

Step 2: Manually Create a Ticket

As you might expect, 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, and communicate with End Users about their progress.

So you never have to go very far, there are three ways you can manually create a new ticket:

• From the Tickets tab,
• From the global “New” menu in the Syncro Header, and
• From the Tickets section on an Organization Details page.

Watch this short video to learn more:

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

Step 3: Ticket Page Overview

We know that you and your Technicians will spend significant time here, so we designed the Tickets page to be an informative dashboard. 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 4: Customize Ticket Table Columns

When you have long lists of Tickets, it's important to be able to find the ones you want quickly. There are several ways you can do this. The first method is by customizing the Tickets table. 

Watch this short video to learn more:

 

Many Syncro tables offer customizing, sorting and filtering, grouping, and pinning columns. 

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

Step 5: Search, Filter, & Tag Tickets

Another way you can find the tickets you want is to enter search criteria into the Search field, which you'll find in the upper left corner of the Syncro Header. As you'll see, this global search is useful for more than just Tickets! 

Using the Filters control in the upper right corner of the Tickets table, you can specify whether to show or hide specific Tickets based on various criteria like Status, Issue, or Priority:

If you add Tags to your tickets, you can customize your Tickets table as described in Step 4 to display a column with that information, use your Tags inside a Filter, or even use them to create a Ticket View (which we'll cover next).

Watch this short video to learn more:

Modify the ticket you created in Step 2 to add at least one tag. (Bonus: Use a Filter to exclude Resolved tickets and show only those with a High or Normal priority.) See Work with Ticket Tags for more information.

Step 6: Create Parent/Child Relationships

Use the instructions in Link Related Tickets as Parents/Children to make the ticket you created in Step 2 a parent by adding a couple of child tickets. 

Step 7: 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. (Think of them like saved Filters.)

Some examples of Ticket Views include:

• Tickets assigned to certain Techs,
• Tickets ready for invoicing to be reviewed by a Business Leader/Biller,
• Manager's view of all Tickets, grouped by Status or Tech, and
• Tickets of certain Priorities or Issue Types.

Here are some other examples of Ticket Views. Syncro also provides a number of default Ticket Views you might find helpful. Watch this short video to learn more:

Use the step-by-step instructions in Work with Ticket Views and create a Ticket View now. (Bonus: Group your tickets by parent in your view.)

Next Steps

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

• To deepen your knowledge of Ticketing, you should proceed to Ticketing Setup Guide (102).
• To get your Techs up to speed or see how they would work with Tickets, check out the Technician Training Guide.
• Or, explore the other available Training Guides.