Syncro Setup

Syncro is a combined PSA and RMM platform. Once connected, Junto syncs your customers and recent tickets, keeps them current through scheduled syncs and real-time webhooks, and gives the agent the ability to work tickets end to end — reading history, posting notes and customer replies, updating status and assignment, logging time — plus look up device and alert data from Syncro's RMM side during triage.

A single Syncro connection covers both sides of the platform: connecting Syncro turns on the PSA (tickets, customers) and RMM (devices, alerts) capabilities at once.

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 (you'll create one in Step 1)
• 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 and create a new token. (See Syncro's API Tokens guide for where this lives in their UI.)
2. Set the Name to junto.
3. Leave Expiration blank so the token doesn't expire and the connection keeps working.
4. Click Edit API Permissions and check Select All Permissions.
5. Save, then 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 A red Credential error badge means the API token is invalid or was revoked — rotate the token in Syncro and re-enter it.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 full customer directory and the last 90 days of tickets. The card shows the last sync time along with how many customers and tickets were pulled.

After the initial import, Junto automatically checks Syncro for updated tickets every 15 minutes. Webhooks (next step) deliver changes in real time between syncs.

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.

Step 5: Map Members and Statuses

Two mapping dialogs on the configuration card tell Junto how your Syncro tenant lines up with your Junto workspace. Neither is required to get started, but both make the agent's work more accurate.

Members

Click Members to map each Junto user to their Syncro user. This mapping is how the agent attributes work to the right technician — when it assigns a ticket or logs a time entry, it uses the mapped Syncro user. Click Auto-map to match your Junto users to Syncro users by email or name, then adjust any row manually.

Time entries logged without a mapped technician are attributed to the API user (Junto) in Syncro, so mapping your team is worth the minute it takes.

Statuses

Click Statuses to map each Syncro ticket status to a Junto signal status. Syncro statuses are plain labels that every tenant configures themselves (for example "New", "In Progress", "Waiting on Customer"), so this mapping tells Junto which of your statuses mean open, waiting, or resolved. Click Seed from Syncro to pull your tenant's live status list and pre-fill the mappings, then adjust as needed.

Managing the Connection

The configuration card also offers:

• Test connection — Re-validate the stored credentials at any time.
• Sync now — Trigger an immediate sync on top of the automatic 15-minute schedule.
• Rotate API key — Replace the stored API token without disconnecting. Use this after rotating the token in Syncro.
• Disconnect — 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 Agent Can Do

Once Syncro is connected, the agent can work with your PSA tickets, customers, scheduling, and sales data, as well as your RMM device data. Read actions run freely; every action that changes data in Syncro requires your approval in Junto before it runs.

Tickets

Capability	Description
Search Tickets	Find tickets by number, status, customer, assignee, or date range
Get Ticket Details	Read a ticket's subject, status, priority, assignee, and timestamps
Read Comment History	Review the full comment thread on a ticket
Create Ticket	Open a new ticket under a customer with subject, status, priority, issue type, and assignee
Update Ticket	Change a ticket's status, priority, or assignee
Add Internal Note	Post an internal-only note (hidden from the customer, no email sent)
Send Customer Reply	Post a customer-facing comment, optionally emailed to the ticket contact
Log Time	Add a time entry with duration and notes, attributed to the mapped technician

Customers, Contacts, and Team

Capability	Description
Search Customers	Find customers by name or email
Create / Update Customer	Add a new customer or edit an existing one
Manage Contacts	List, create, and update contacts under a customer
List Members	See active Syncro team members
List Ticket Types	See your tenant's ticket statuses, issue types, and custom ticket types

Scheduling and Sales

Capability	Description
Appointments	Check the calendar and book appointments linked to a ticket or customer
Leads	Search the pipeline and create new leads
Estimates	Search estimates and create a draft (line items are added in Syncro)
Invoices and Contracts	Look up invoices and agreements

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 installed and missing 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 for a chosen duration, from one hour to forever (reversible in Syncro; requires approval)

Limitations

• No script execution — Syncro's API does not support running scripts, so the agent cannot run scripts on Syncro devices. Trigger scripts manually from the Syncro UI, or route the action through another connected RMM.
• Parent/child ticket links are read-only — The agent can read a parent ticket's children and summarize progress, but linking a child ticket must be done in the Syncro UI.

Troubleshooting

• Connection fails / "Credential error" badge — Verify the tenant subdomain and API token. Confirm the token is still active in Syncro, has no expiration set, and has all API permissions enabled. Re-enter the token via Rotate API key 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. Automatic sync runs every 15 minutes.
• 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.
• Ticket assignments or time entries attributed to the wrong person — Open the Members dialog and check that each technician's Junto user is mapped to the right Syncro user.