Syncro Setup

Syncro is a combined PSA and RMM platform. Once connected, Junto syncs your customers and recent tickets, keeps them current in real time through webhooks, and gives the AI agent access to read tickets, post internal notes, and look up device and alert data during triage.

Prerequisites

• A Syncro account with admin access
• Your Syncro tenant subdomain — the slug in your Syncro URL. If you sign in at https://acme.syncromsp.com, your subdomain is acme.
• A Syncro API token with access to Tickets, Customers, and Users
• Admin access to Notification Center → Notification Preferences in Syncro (for real-time webhook sync)

Step 1: Generate a Syncro API Token

1. In Syncro, go to Admin → API Tokens.
2. Create a new token and grant it access to Tickets, Customers, and Users.
3. Copy the token somewhere safe — you'll paste it into Junto in the next step.

Step 2: Connect in Junto

1. In Junto, go to Settings > Integrations > Syncro.
2. Fill in:
   • Tenant subdomain — Just the slug (e.g. acme). Junto adds .syncromsp.com automatically.
   • API key — The token from Step 1. It is encrypted on save.
3. Click Connect.

When the configuration card shows a green Connected badge, the credentials are valid. A red Credential error badge means the API token is invalid or was revoked — rotate the token in Syncro and re-enter it. Use Test connection at any time to confirm the credentials still work.

Step 3: Run the Initial Sync

On the configuration card, click Sync now to import your customers and recent tickets. The card shows the last sync time along with how many customers and tickets were pulled.

Step 4: Enable Real-Time Updates (Webhooks)

Webhooks let Syncro push ticket, customer, and contact changes to Junto as they happen, so signals stay current without waiting for the next sync.

1. On the Syncro configuration card in Junto, click Webhook activity and copy the webhook URL shown at the top of the dialog.
2. In Syncro, go to Admin → Notification Center → Notification Preferences.
3. Set the Webhook URL to the value you copied.
4. Enable the WEBHOOK checkbox (the rightmost column, next to Email / SMS / In-App / Mobile Push) for the events below. Match the event labels exactly.

Required events

Enable all of these so ticket sync, comments, assignments, customer/contact sync, and email/automation-sourced tickets all flow into Junto:

• Ticket — created (for anyone) — a new ticket creates a new signal
• Ticket — Status was changed on any Ticket — keeps ticket status in sync
• Ticket — was resolved — closes the signal
• Ticket — A customer-facing comment was added to any Ticket
• Ticket — A hidden comment was added to any Ticket
• Ticket — A ticket has been assigned to me
• Customer — Was created
• Contact — Was created
• Ticket — created from email
• Ticket — created from Agent Contact Form
• Ticket — Automation was triggered
• Ticket — Billing Status was changed

Tip: Choose the any Ticket variants rather than the my Ticket or subscribed Ticket versions. Junto needs events to fire org-wide, regardless of which Syncro user is signed in when a change happens.

Confirm events are landing

Back in Junto, open the Webhook activity dialog. It refreshes every few seconds. Fire a test event in Syncro — create a ticket, change a status, or resolve a ticket — and it should appear within seconds. Each row shows the request method, source IP, body size, and a preview of the payload; expand a row to see the full details. Use Clear history to reset the captured events for that configuration.

Reviewing Synced Data

The configuration card has a few read-only views to confirm Junto is seeing the right data from your tenant:

• Ticket types — The live category picklist from Syncro. The agent uses these to classify a ticket's category.
• Members — Active Syncro users (name and email). The agent uses these for attribution and assignment lookups.
• Statuses — Your Syncro ticket statuses. Today statuses pass through to the agent exactly as named in Syncro.

Disconnecting

On the configuration card, click Disconnect and confirm. The agent stops using Syncro tools, but your Junto-side data and settings stay intact for a future reconnect — your Syncro tenant is not touched. Click Reconnect to re-enable agent access.

What the AI Agent Can Do

Once Syncro is connected, the AI agent can work with both your PSA tickets and your RMM device data during triage.

Tickets and Customers

Capability	Description
Search Tickets	Find tickets by number, status, customer, assignee, or date range
Get Ticket Details	Read a ticket's subject, status, priority, owner, and timestamps
Read Comment History	Review the full comment thread on a ticket
Search Customers	Find customers by name or email
List Members	See active Syncro team members
List Ticket Types	See the available ticket categories
Add Internal Note	Post an internal-only note on a ticket (hidden from the customer, no email sent)

The agent only posts internal notes — it does not send customer-facing replies in Syncro.

Devices and Alerts (RMM)

Capability	Description
List Devices	List a customer's devices
Get Device Details	View a device's details, including antivirus status
List Installed Software	See applications installed on a device
Get OS Patches	Review missing or pending operating system patches
Query Alerts	Review RMM alerts org-wide or for a single device
Check Antivirus Status	Survey antivirus status across a customer's devices
Mute Alert	Silence an RMM alert (reversible in Syncro; requires approval)

The agent cannot run scripts on Syncro devices.

Troubleshooting

• Connection fails / "Credential error" badge — Verify the tenant subdomain and API token. Confirm the token is still active in Syncro and has access to Tickets, Customers, and Users. Re-enter the token and click Test connection.
• Tickets or customers not syncing — Click Sync now to run a manual import, and confirm the connection shows a green Connected badge.
• Real-time updates not arriving — In the Webhook activity dialog, confirm events are landing. If not, recheck the webhook URL and the enabled WEBHOOK events in Syncro's Notification Preferences. Make sure you enabled the any Ticket event variants.