From syncro-msp
Manages Syncro MSP tickets: create, update, search, handle statuses, priorities, timers, comments, workflows, validation, time tracking, and reporting. For service desk operations.
npx claudepluginhub wyre-technology/msp-claude-plugins --plugin syncroThis skill uses the workspace's default tool permissions.
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.
Guides Next.js Cache Components and Partial Prerendering (PPR) with cacheComponents enabled. Implements 'use cache', cacheLife(), cacheTag(), revalidateTag(), static/dynamic optimization, and cache debugging.
Migrates code, prompts, and API calls from Claude Sonnet 4.0/4.5 or Opus 4.1 to Opus 4.5, updating model strings on Anthropic, AWS, GCP, Azure platforms.
Analyzes BMad project state from catalog CSV, configs, artifacts, and query to recommend next skills or answer questions. Useful for help requests, 'what next', or starting BMad.
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.
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 |
New ──────────────────────────────────> Resolved ──> Closed
│ ↑
↓ │
In Progress ──────────────────────────────>─┤
│ │ │
│ ↓ │
│ On Hold ────────────────────────────>─┤
│ │ │
│ ↓ │
│ Waiting on Customer ────────────────>─┤
│ │ │
│ ↓ │
│ Waiting on Parts ───────────────────>─┘
│
↓
Scheduled ─────> In Progress ────> Resolved ──> Closed
| 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 |
| 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 |
| 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 |
| Field | Type | Required | Description |
|---|---|---|---|
user_id | integer | No | Assigned technician |
created_by | integer | System | Who created the ticket |
| 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 |
| 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 |
POST /api/v1/tickets/{id}/timer
{
"action": "start"
}
POST /api/v1/tickets/{id}/timer
{
"action": "stop"
}
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"
}
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
PUT /api/v1/tickets/{id}
Content-Type: application/json
{
"status": "Resolved",
"priority": "Medium",
"body": "Updated description with resolution details"
}
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
}
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"
}
| 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) |
| 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 |