About Syncro's AI Capabilities

Who Can Access Syncro AI Capabilities

The following all require Syncro's Team or IT Plan:

• AI Ticket Summarization, 
• Automated Ticket Triage & Dispatch, and 
• Guided Ticket Resolution (currently in Open Beta) 

Syncro’s AI Policy for Privacy and Compliance

Your data is not used to train anyone's AI model outside of Syncro's own platform, and a human is always able to stay in the loop.

• Human oversight. AI-generated suggestions, summaries, and classifications are inputs to a decision a person makes. You can always step in, review, and override.
• Data protection first. Your data is not used to train AI models outside of Syncro's own systems and capabilities. We don't share your data with third-party AI vendors so they can train their own models with it. Data accessed through the MCP connector is used to answer that specific request in the moment. It isn't sent off to train Anthropic's, OpenAI's, or Microsoft's models.
• Transparency and control. AI capabilities are administrator-controlled. You can see where AI is active in the product, and you can turn it off at the account level.
• Compliance. Syncro maintains SOC 2 compliance, audited by A-LIGN, and complies with GDPR, HIPAA, and CCPA for how customer data is handled and protected. Those commitments apply platform-wide, including AI-powered capabilities. A BAA is available for HIPAA-relevant accounts on request.

See also: Syncro AI Policy; MCP Integrations.

About Security Permissions

• Syncro AI capabilities are accessible by Syncro Users in your account as long as those users have access to the underlying feature.
• AI capabilities are assistive by default: AI-generated summaries, classifications, and suggestions are surfaced for a technician or administrator to review, and scripts, remediations, and resolutions are only executed based on a human decision. Where a feature can act automatically on your behalf, such as Automated Ticket Triage & Dispatch, you choose whether to turn that automation on, and you can review or reverse an automated action at any time.
• Your data is processed within Syncro's own cloud infrastructure (Amazon Web Services and Microsoft Azure) and is not shared with third-party AI vendors for the purpose of training their models. Syncro's AI capabilities run on third-party AI model providers, each of which is assessed for security practices and covered by a Data Processing Agreement before being used to power any Syncro AI capability.

Enabling/Disabling AI Features

Manage Syncro's AI capabilities under Admin > AI - Preferences. You can change these settings at any time.

The “Enable AI Features” box controls all AI capabilities. When it's checked, Syncro can use your anonymized data to improve our AI capabilities, and you can enable or disable each AI capability individually using the checkboxes and dropdown menus below it. For example, you might want to use AI Ticket Summarization but not Guided Ticket Resolution. 

For new accounts, these are the default settings:

• The “Enable AI Features” and “Ticket Summarization” boxes are checked. 
  
• The “Enable Guided Ticket Resolution” box is unchecked. Check it to opt into this capability. 
• The “Ticket Triage” and “Ticket Dispatch” dropdowns are set to “Suggests a Priority” and “Suggests a Tech,” respectively. 

Ticket Summarization

To ensure AI Ticket Summaries remain technically focused and secure, the system applies the following logic:

• Excluded: Credentials, passwords, personal contact details, and personal names.
• Included: Technical identifiers (e.g., error codes or specific sender addresses) are included only when essential to understanding the issue, such as diagnosing an email routing problem.

Guided Ticket Resolution

Once you've enabled Guided Ticket Resolution, you can choose default script suggestions for specific issue categories:

The options in the dropdown menus contain the scripts in your Syncro account's scripts tab that Guided Ticket Resolution can run, plus the one system script that Syncro provides specifically for that category. Scripts that require files are not available.

The initial value is the system script per category. You can change that value to match one of your own scripts if preferred. Whatever is currently selected here at the time of a guided ticket resolution suggestion is the default suggestion, which the Technician can choose to override on the fly.

Default scripts can use Runtime or Dropdown variables. When the Technician approves a suggestion that uses one, Guided Ticket Resolution prompts for the values. Guided Ticket Resolution does not substitute a different script without telling you. If the default script cannot be used for a ticket, the panel says so. If the Technician selects a script that cannot be used, the panel explains why.

Tip: Click View Script to open a page with more information about the selected script.

Automated Ticket Triage & Dispatch

For the Automated Ticket Triage & Dispatch feature, you can set the Ticket Triage and Ticket Dispatch dropdowns to automatically assign a priority/technician, suggest a priority/technician (for you to confirm), or disable the feature. After enabling Ticket Dispatch, the system silently builds a skill matrix for each technician based on up to 100 resolved tickets from the past three months. This process can take up to 24 hours. Tech recommendations may not appear until this initial analysis is complete. See Automated Ticket Triage & Dispatch for more information.

Accuracy

AI-powered tools are designed to provide information and results based on Artificial Intelligence (AI) algorithms, which identify patterns and relationships from large amounts of data. There is a possibility of inaccuracies, omissions, or misleading outcomes due to the complexities and limitations of AI technology. 

Syncro has built its AI capabilities to reduce the likelihood of inaccuracies or misleading outcomes, but there is currently no way to fully eliminate errors. Rest assured, all suggested resolutions and scripts are approved by humans and not generated by the AI. You can flag any AI output as helpful or not helpful from within the product to help improve future results.