Syncro MSP Ticket Management

Overview

Syncro tickets are the core unit of service delivery in the platform. Every client request, incident, and service task flows through the ticketing system. This skill covers comprehensive ticket management including creation, updates, timer operations, comments, and time tracking.

Ticket Status Values

Syncro provides configurable ticket statuses. These are the common default values:

Status Transition Flow

New ──────────────────────────────────> Resolved ──> Closed
 │                                          ↑
 ↓                                          │
In Progress ──────────────────────────────>─┤
 │         │                                │
 │         ↓                                │
 │    On Hold ────────────────────────────>─┤
 │         │                                │
 │         ↓                                │
 │    Waiting on Customer ────────────────>─┤
 │         │                                │
 │         ↓                                │
 │    Waiting on Parts ───────────────────>─┘
 │
 ↓
Scheduled ─────> In Progress ────> Resolved ──> Closed

Ticket Priority Levels

Complete Ticket Field Reference

Core Fields

Classification Fields

Assignment Fields

Date/Time Fields

Timer Fields

Timer Operations

Starting a Timer

POST /api/v1/tickets/{id}/timer

{
  "action": "start"
}

Stopping a Timer

POST /api/v1/tickets/{id}/timer

{
  "action": "stop"
}

Timer Best Practices

1. •Start timer when beginning work - Ensures accurate time tracking
2. •Stop timer during interruptions - Prevents overbilling
3. •Check timer status before closing - Running timers create time entries
4. •Review time before invoicing - Verify accuracy

API Patterns

Creating a Ticket

POST /api/v1/tickets
Content-Type: application/json
Authorization: Bearer YOUR_API_KEY

{
  "customer_id": 12345,
  "subject": "Unable to access email - multiple users affected",
  "body": "<p>Sales team (5 users) reporting Outlook showing disconnected since 9am.</p><p>Webmail is working.</p>",
  "status": "New",
  "priority": "High",
  "problem_type": "Email",
  "contact_id": 67890,
  "due_date": "2024-02-15"
}

Searching Tickets

Open tickets for customer:

GET /api/v1/tickets?customer_id=12345&status=open

My assigned tickets:

GET /api/v1/tickets?mine=true&status=open

Search by text:

GET /api/v1/tickets?query=email%20not%20working

Date range:

GET /api/v1/tickets?date_from=2024-02-01&date_to=2024-02-15

Updating a Ticket

PUT /api/v1/tickets/{id}
Content-Type: application/json

{
  "status": "Resolved",
  "priority": "Medium",
  "body": "Updated description with resolution details"
}

Adding Comments

POST /api/v1/tickets/{id}/comment
Content-Type: application/json

Public comment (visible to customer):

{
  "subject": "Status Update",
  "body": "We've identified the cause and are working on a fix.",
  "hidden": false,
  "do_not_email": false
}

Private/Internal note:

{
  "subject": "Internal Note",
  "body": "Root cause: KB5034441 update corrupted Outlook cache",
  "hidden": true,
  "do_not_email": true
}

Adding Time Entries

POST /api/v1/tickets/{id}/line_items
Content-Type: application/json

{
  "product_id": 123,
  "quantity": 1.5,
  "price": 150.00,
  "description": "Troubleshooting and resolving email connectivity issue"
}

Common Workflows

Ticket Creation Flow

1. •Validate customer exists - Search by name or use ID
2. •Check for duplicates - Search open tickets with similar subject
3. •Set initial values:
   • •Status: New
   • •Priority: Based on urgency
   • •Problem type: Categorize the issue
4. •Assign technician if known
5. •Send acknowledgment to customer (automatic if configured)

Ticket Resolution Flow

1. •Document resolution in comments
2. •Stop any active timers
3. •Review time entries for accuracy
4. •Update status to Resolved
5. •Generate invoice if billable

Time Tracking Workflow

1. •Start timer when beginning work
2. •Add comments documenting actions taken
3. •Stop timer when stepping away
4. •Convert timer to line item for billing
5. •Review before closing ticket

Error Handling

Common API Errors

Validation Errors

Best Practices

1. •Use descriptive subjects - Include who's affected and symptoms
2. •Categorize properly - Use problem types for reporting
3. •Track time immediately - Don't batch at end of day
4. •Update status promptly - Keeps queues accurate
5. •Document thoroughly - Future technicians will thank you
6. •Use private notes for technical details - Keep public comments professional
7. •Set due dates - Helps with scheduling and SLA tracking
8. •Review before closing - Ensure all time is captured

Related Skills

• •Syncro Customers - Customer and contact management
• •Syncro Assets - Asset tracking and RMM
• •Syncro Invoices - Billing and payments
• •Syncro API Patterns - Authentication and pagination