Step 1: Learn What's In Your Sandbox

Now that you have your 14-day Syncro trial account, you can test core RMM/PSA functionality.

See what pre-configured example data (including example policies, assets, and tickets) is available, and learn about how to access our comprehensive Resource Center.

Step 2: Control Your Syncro Account

After exploring a Syncro Trial, you'll be ready to convert to a paid subscription. You'll need a clear understanding of our available subscription options and how you'll be billed for users and any add-ons. See how easy it is to make payments, access all past invoices, and change your subscription plan at any time.

The Syncro Subscriptions & Billing document tells you everything you need to know.

Step 3: Establish Your Syncro Foundation

Now let's set up your account with your contact information, the URL you’ll use to access Syncro, and any branding. You'll also need to specify your business hours to ensure that future areas in the platform (such as Service Level Agreements) take them into account.

Follow the instructions in Set Up Your Syncro Account and Set Up Your Business Hours.

Step 1: Assign Syncro Users to Security Groups

Syncro provides a few security groups out of the box, including one for Administrators and one for Technicians. The easiest way to get started with Security Groups is to assign Syncro Users to these Syncro-provided ones.

Watch this short video to learn more:

Assign your Syncro Users to the Syncro-Provided Security Groups.

Tip: If your company structure will have multiple Organizations (described next), and you think you'll want to restrict which Syncro Users support which Organization(s), make a note to take a look at the “Select Customer” access type later.

Step 2: Establish Your Organizational Structure

Now you’ll configure Syncro for your company’s organizational structure. This structure is necessary for generating reports, applying targeted policies, and establishing custom workflows.

To determine whether a single or multiple Organization setup is best, you'll need evaluate if your workflows, branding, and policies are consistent across all locations and departments. While a single Organization is ideal for uniform operations, multiple Organizations provide the necessary flexibility for businesses with distinct regional needs or diverse brand identities.

Review all of the Best Practices to plan out your Organization structure. Then create your Organization(s) in Syncro.

Step 3: Integrate Syncro with Microsoft

Now you’ll integrate Syncro with your Microsoft environment. It's important to do this before deploying the Syncro Agents that will help you monitor and manage your endpoints. 

The Microsoft integration allows you to use Entra ID user sync to quickly import End Users into each of your previously created Organizations. It also gives you the ability to execute frequent Microsoft actions, like resetting passwords and MFA for users, directly from Syncro. 

Note: You must be logged into Syncro as a Global Administrator to set up this integration.

Use the Unify Microsoft 365 Management (Microsoft 101) training guide to set this up.

Tip: You can optionally activate a Microsoft 365 and Entra ID (i.e. Syncro Cloud) backup trial and onboard your Organization(s) by customizing the backup scope for users and services. Refer to the Activate Cloud Backup Protection (Microsoft 102) training guide if you want to set it up.

Step 1: Understand Policy Inheritance

Syncro's policy structure leverages Policy Inheritance, which functions like a Group Policy Object (GPO) model. Think of policy inheritance as a waterfall. Settings flow down naturally unless you place an override at a lower level. 

Watch this short video to learn more:

Review the key concepts and best practices for Policy Inheritance before moving onto Step 2.

Step 2: Create Policy Folders & Assign Policies 

Once you set up a policy folder structure for your Organization(s), you can create and assign base policies to these folders. This process ensures that the correct policy settings will automatically apply when any new assets are added to your Organization(s). 

Follow these steps:

1. For each Organization you have, create policy sub-folders for Servers, Workstations, and Laptops (for any remote workers). For example:

Single  Organization	Department/Business-Unit Based Organizations	Location-Based Organizations

2. Create new policies: a Top-Level Policy for your Organization(s) and base policies for their Servers, Workstations, and Laptops subfolders.
   1. For the Top-Level Policy, minimally include everything in the [Example] Sample Policy plus the System Tray with Live Chat enabled and an Agent Contact Form. (Optionally, set this as the default for any new Organizations that may be created later.)
   2. For your Servers, Workstations, and Laptops base policies, include scheduled Windows updates using these examples and Best Practices, and Third-Party updates using these Best Practices & Examples. 
3. Assign your policies: assign the Top-Level Policy to the Organization(s); assign the Servers, Workstations, and Laptops base policies to their sub-folders.

Step 3: Deploy Syncro Agents

Now you can install Syncro Agents on your endpoints. If you have multiple Organizations, you might first do this with a small pilot group across different Departments/Locations with a mix of device types (e.g., Windows, Mac, etc.) and verify that monitoring data is populating before deploying to your entire fleet.

Watch this short video to learn more:

Follow the instructions to Configure the Syncro Installer in a Windows GPO.

Tips: Once your assets are managed, you may want to:

• Customize the columns in the Assets Table so you see exactly what you want to see.
• Check out the Patching Dashboard, which can help you visualize compliance gaps and quickly surface critical missing patches. 

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 use these later to help categorize, view, and automate the work that comes in. 

• Examples of Ticket Issue Types include: Regular Maintenance, Onboarding, Offboarding, Network, and Software/Application. 
• Examples of Ticket Statuses include: New, In Progress, Waiting (on Approval/Customer/Parts), Scheduled, Escalated, and Resolved.

Review the Ticket Issue Types and the Ticket Statuses under Admin > Tickets - Preferences and create some of your own. While you're in the Ticket Settings, you may also want to Enable Ticket Priorities and any other settings you're interested in. 

Step 2: Create Service Level Agreements (SLAs)

A Service Level Agreement (SLA) defines and manages commitments by setting clear expectations for ticket response times, resolution deadlines, and escalation paths. Later, you'll see how to automatically apply these rules based on ticket priority, Ticket tags, and/or Organization/End User tags.

Watch this short video to learn more:

Think about how your SLAs might work for your company’s organizational structure, then review the best practices and create your SLAs in Syncro.

Step 3: Create Ticket Views

Ticket Views let you customize exactly how you want to see your tickets, then return to that list at the click of a button. (Think of them like saved filters.) Ticket Views can help you: 

• Isolate tickets so that specific people and/or teams know exactly what to work on, 
• Monitor specific types of tickets to ensure they're not breaching SLAs or going stale.

Watch this short video to learn more:

Check out some popular examples of Ticket Views, then create a few pinned Ticket Views.

Tip: In addition to creating Ticket Views, you may also want to customize the columns in the Tickets Table so you see exactly what you want to see.

Step 4: Understand Ways Tickets Are Created

Let's look at two ways tickets can already be created in your Syncro account. The first is a ticket you manually create on behalf of an End User. The second is using the system tray, via the Agent Contact Form you set up in the "Standardize Policies & Deploy Agents" section. 

  Manually create a ticket. Then, remote into one of your assets and acting as an end user, open the system tray and fill out your Agent Contact Form. Review how these new tickets show up in your Ticket Views. (Bonus: Take a peek at some other ways tickets can be created. You'll learn about three more in this training!)

Step 5: Set Up Recurring Tickets

Now, here's the first of several ways you can have Syncro auto-create tickets.

Learn how to create a recurring ticket and get a few of these set up.

Step 6: Create Ticket Worksheets

Check out some popular examples of Ticket Worksheets, then create a few of your own. Attach a Worksheet to one of the tickets you already have, then check off each of the steps to see how it gets finalized. 

Step 1: Create Tickets from Inbound Emails

Syncro sends emails on your behalf and receives emails from your end users into the system. If you want Syncro to automatically create Tickets from inbound emails whenever the sender's email address matches an existing Organization (or an End User), you must first configure your Syncro mailbox so emails are reliably delivered and received.

Watch this short video to learn more:

Review the Options for Sending/Receiving Emails and set up either a Custom-Branded Mailbox or Bring Your Own SMTP. Then, configure your Syncro account to Automatically Create Tickets from Inbound Emails.

Step 2: Set Up Automated Remediations

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

Step 3: Configure Notifications to Get Notified About Important Events

As you saw in the Automated Remediation above, you can set up Syncro to notify you about important events. You do this the Notification Center using Notification Sets. Syncro provides several Notification Sets you can use right away; these two will be most interesting to you:

• Default: Triggers emails for core flows in Syncro, including Ticket replies and Appointments.
• RMM Alerts: Triggers emails and in-product notifications when an RMM alert is created, and an in-product notification for when an Asset is created. 

You should customize these or create new Notification Sets for any triggers you are interested in following. 

As a best practice, we recommend that you pipe them to your Teams or Slack channels. For example, if you want to track software installs, uninstalls, and updates on all your Assets, create a Notification Set for them and send these three notifications to your channel. You could have a Notification Set per team, such as your Helpdesk and Networking Teams. Create as many Notification Sets as you like!

  Learn more about how to customize and assign notifications. 

Step 4: Leverage Scripting

Scripting is one of the core RMM features in Syncro. We designed our Scripting module to have maximum flexibility and interoperability with tools you already use, including PowerShell, Batch, VB Script, and Mac Bash. You can access a wide variety of scripts in the Community Script Library, and/or create your own. There are multiple ways for you to run scripts too: on a schedule, as part of a Policy or an Automated Remediation, and using our API. 

Review the Launch Scripts Across Your Fleet Training Guide. Then, import a few scripts from the Community Script Library and set one up to run as part of an Automated Remediation. 

Step 5: Set Up Ticket Automations

Ticket Automations help you standardize your helpdesk workflows and ensure critical issues never slip through the cracks. By automating repetitive tasks, you can significantly reduce errors, improve SLA compliance, and ensure your technicians focus on the most important work.

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

Watch this short video to learn more:

Some Ticket Automations you may want to set up when a ticket is created include:

• Attach an SLA and/or a Ticket Worksheet: For example, if the (Customer) Organization is “Executive Leadership,” attach the “VIP (urgent)” SLA. If the Ticket Issue Type is “Onboarding,” attach the “Employee Onboarding Checklist.”
• Add to a Ticket View: For example, if the Ticket Status is “Escalated,” add the Ticket tag “Escalated” to display it in a Ticket View filtered by that tag.

Check out more examples of powerful Ticket Automations you can implement right away, and create a few Ticket Automations now.

If you've completed the training in this learning path, here are the next steps you can take:

• Give Feedback on this Training: Take 2 minutes to tell us what you think of our new training materials so we can keep improving it.
• Review Additional Training Guides: Continue your learning journey using our Training Guides page, which is organized by role and features direct links to useful examples, ensuring you can keep acquiring and applying new knowledge.

And finally, we hope you'll join us and be an active participant in the Syncro Community to continue growing your knowledge and helping others.