Send Tickets to Syncro

Once you've set up your Syncro Integration and Imported and mapped Customers from Syncro, you're ready to enable ticket creation in your PSA.

Step 1: Enable Syncro Service Ticket Generation

Navigate to Admin > Integrations > Syncro > Ticketing and select Enable Syncro Service Ticket Creation

Step 2: Configure Ticket Details

Configure how tickets will land in your Syncro instance by customizing the parameter below the Enable Checkbox.

Here is a recommended default. You should customize this field to fit your Syncro workflows:

  • Issue Type: Remote Support
  • Generate a Test Ticket: Log in to your Syncro instance to view the ticket.

Step 3: Configure Ticket Statuses and Priorities

Liongard has internal sets of Status and Priority fields associated with Actionable Alerts within Liongard. With the Status Mapping and Priority Mapping sections, you can map those internal Liongard values to equivalent values from your Syncro instance.

Statuses

When a ticket is first created, Liongard sets the status field to the Syncro status mapped to the "New" status in Liongard.

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No Callbacks from Syncro

Liongard requires a "Callback" from the PSA platform upon the close of a ticket in order to trigger an inspection to validate issue resolution. Syncro does not currently support authenticated callbacks, so Liongard is unable to reopen tickets that are closed in Syncro. This also means that tickets closed in Syncro will remain open in Liongard until either a) the issue is resolved, triggering the closure of the alert in Liongard upon the next Inspection or b) the alert is manually closed in Liongard. We are currently working on ways to remedy this limitation, and hope to have expanded functionality soon.

You may use any set of statuses that you like for Liongard-generated tickets in Syncro, but Liongard only takes action based on the three statuses here:

  • New: A new ticket generated by Liongard enters this status, so pick the Syncro Status that you would typically use for newly created tickets.
  • Re-Opened: When/if we have authenticated callbacks from Syncro, Liongard will put tickets into this status if the issue persists.
  • Closed-Complete: This is the state that Liongard puts tickets into if it detects that they are resolved.

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Ticket Statuses

Liongard ignores all other ticket statuses and status changes to tickets in Syncro. You may put Liongard tickets in Syncro into other statuses without breaking the linkage between Liongard and the ticket, but Liongard will never put a ticket into any other status.

If Liongard detects that a condition is resolved, it will automatically close the ticket in Syncro.

Priorities

Liongard has an internal set of Priority values that are set by our Actionable Alert rules. You can choose to map those to the preferred priorities that you use in Syncro.

To set up which alerts you want sent as tickets, click here.


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