This has been completed for over 7 months, they can’t use this as a reason they have been slow to develop in 2023. It’s clear that they’ve been focusing on this Team plan since they are now open to EA. Go look at competitors that are cranking out 15 new features in a quarter while Syncro is still stuck on fixing RTF for over a year now. There are so many little wins that could easily be achieved in the platform such as consistent column sorting, column choosers on more pages, buttons that are in the same place between pages, some links are white instead of blue in some areas, if we have BYO remote and ST RMM, have BYO as the primary so it’s one click. It took them a long time to even add BYO to the ticket screen, which should have been quick to fix and I reported it within minutes of the release of ST RMM integration. The list goes on for all these small little things that go unfixed that leads to an unpolished platform.
I wouldn’t hold my breath. Been seeing promises of payment integration improvements for 3 years.
A little OT but when I keep seeing notices welcoming submissions to the User-Driven Development track, it feels like a balk at all the already good and valid suggestions piling up on these forums, some of which are along the lines of immediate needs we did not foresee as missing features when we switched to Syncro. We shouldn’t have to re-engage on matters that have already been brought up for them to get attention. It all feels like a firefighting method for customers that are needing retention efforts, to feel like they have an outlet, coupled with an attitude of “well, if it’s important, users will be bringing it up again and again”. Jump through the hoop of doing this via Facebook (really?) in a 24-hour window to have a chance at your idea being implemented. I’m sorry - we’re busy with our own work. I’d rather something I brought up a year ago be on an actual backlog behind 200 other things that is eventually gotten to, than having to engage in bringing it up again for it to have a chance. And if it’s going to land on a higher paid tier once implemented, that’s a slap in the face.
We have several methods we intake suggestions, and this forum will always be one of them. As far as the Community-Driven Development Track goes, this a program we ran years ago, users loved it, and it’s been a longtime request to bring it back so we did exactly that. You don’t have to participate if you don’t want to, and the features being discussed as part of this program are exclusively scoped to small, quality-of-life suggestions.
I would encourage you to continue submitting your features requests here as they come up at your convenience. Our Product team reads every single request submitted here. In fact, two of our most requested features, SSO and IP Allowlisting for Global Admins, were both recently announced for the back half of this year.
Lastly, being completely transparent here, we are having two plans moving forward. This isn’t going to change. There will be functionality that is absolutely going to be developed exclusively for the Teams plan, and there will be functionality developed for all plans (like SSO and IP Allowlisting). Both plans will continue to see their value increase with time.
You aren’t wrong, just trying to give them the benefit of the doubt with the architecture move. The need to improve the base product should be the priority not a new tier. But oh well, grow our businesses and move is the option. Too bad, they could have a scalable product if they listen to their users.
This is just my own observation from picking up on stuff that has been said by staff, I don’t think the system scales at all, seems overly complicated and doesn’t play well with new changes. I hear stuff like “legacy code” or “We did this and it broke this and we’re trying to figure out why”, or “we had to compromise”. Maybe it worked for RS, but isn’t working for Syncro. I can knock out a base website in a day, fully customized in 1-2 weeks. If an issue comes up, I can knock it out quickly, but we’re talking about standard code and platforms. So I don’t really know what their solution is without a rewrite.
its going to be interesting to watch if Syncro ever bring Azure SSO MFA to the client portal.
Will that appear in the Core plan or the Team plan?..because from an Azure point of view it will naturally use the same back end methods as the Azure sync of the tenants that is in the Team plan.
I second this. I have locations in 3 states, with 2 of them partnering with local IT providers for the onsite items, both of which use their own Syncro. Having the ability for them to use mine would be incredible.
If I am right in finding no way to customize the “Notification” emails… then they are useless for us anyways because Gmail bundles them all under one conversation/email because the subject is ignorantly the same over and over. If we could edit the subject to include ticket number or day/time this would be fixed.
It blows my mind what they are choosing to focus on and we are 2 months in. I recently felt REALLY bad telling my COO that we were going to stay with Syncro when I certainly don’t think thats the truth.
If we pay for the Team plan, can we use the same chat feature Syncro uses that allows for end users to find their way to specific teams and includes a “name” for the technician they are talking to? Our chat seems to not be what Syncro uses which always seems strange to me. BTW Syncro chat agents are a saving grace here as they have always been responsive and helpful.
There are 3 very painful issues we have with Syncro (and I know this is just for us likely)
Email template says “customer-reply” instead of the customer name for any reply (customer or CC) that isn’t from a technician?
Automate on a “resolved ticket”
Automate to add email as CC on specific conditions like ticket type?
Showing the customer name was one of our request, but didn’t realize that they never updated the email template to do the same until recently.
The chat that we use is built into the agent. Syncro would naturally be using something different and is probably not an inhouse tool. Syncro has not released a web to web chat feature yet. If they do, then users would be able to chat via the portal or possibly embedded on your site.
Depends on what you are talking about. You can modify the update notifications to the client, but internal notifications are not customizable. For internal, we send to Teams.
Since the trial ended we have had a lot of issues with Splashtop, sometimes technicians are unable to launch Splashtop windows as an additional .exe gets started and Syncro says it’s starting the session, but no window launches. Tracking down all the extra Splashtop for RMM .exe’s and killing them fixes the issue, but it comes back eventually. Other times we are seeing endpoints return “We’re having trouble connecting you with Splashtop. Splashtop says: Condition Not Satisfied. (Source IP address check, SRS rmm_id not matched)” error in Syncro when trying to Splashtop in.
I did go with CloudRadial for this sync and have leveraged the customer portal aspect of it as a result. Slow moving, but the sync does work. Shame it was just a few months before Syncro released it.
