Syncro Tickets

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	Description	Business Logic
New	Newly created ticket	Default for new tickets, awaiting triage
In Progress	Actively being worked	Technician assigned and working
On Hold	Waiting for external factor	May pause SLA clock
Waiting on Customer	Awaiting customer response	SLA clock typically paused
Waiting on Parts	Waiting for hardware/parts	SLA clock may pause
Scheduled	Work scheduled for future	Has associated appointment
Resolved	Issue resolved, pending close	Resolution documented
Closed	Ticket completed	Archived, no further action

Status Transition Flow

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

Ticket Priority Levels

Priority	Description	Typical Response
Low	Minor issues, requests	24-48 hours
Medium	Standard issues	4-8 hours
High	Significant impact	1-2 hours
Urgent	Critical/business down	Immediate

Complete Ticket Field Reference

Core Fields

Field	Type	Required	Description
id	integer	System	Auto-generated unique identifier
number	integer	System	Human-readable ticket number
subject	string	Yes	Brief issue summary
body	text	No	Detailed description (supports HTML)
customer_id	integer	Yes	Associated customer
contact_id	integer	No	Primary contact for ticket

Classification Fields

Field	Type	Required	Description
status	string	Yes	Current status
priority	string	Yes	Urgency level
problem_type	string	No	Issue category
ticket_type_id	integer	No	Ticket type classification

Assignment Fields

Field	Type	Required	Description
user_id	integer	No	Assigned technician
created_by	integer	System	Who created the ticket

Date/Time Fields

Field	Type	Required	Description
created_at	datetime	System	Creation timestamp
updated_at	datetime	System	Last modification
due_date	date	No	Target completion date
resolved_at	datetime	System	Resolution timestamp

Timer Fields

Field	Type	Description
timer_active	boolean	Whether timer is running
timer_started_at	datetime	When current timer started
total_time_seconds	integer	Cumulative time tracked

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

Code	Message	Resolution
400	Invalid parameter	Check field values
401	Unauthorized	Verify API key
404	Ticket not found	Confirm ticket ID exists
422	Validation failed	Check required fields
429	Rate limited	Wait and retry (180 req/min limit)

Validation Errors

Error	Cause	Fix
customer_id required	Missing customer	All tickets need a customer
subject required	Empty subject	Provide ticket subject
Invalid status	Unknown status value	Use valid status string
Invalid priority	Unknown priority	Use Low/Medium/High/Urgent

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