# Smart Ticket Management Features Now Rolling Out **URL:** \ **Category:** Announcements & Updates\ **Created:** [August 7, 2024, 6:27pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249 "2024-08-07T18:27:56Z")\ **Posts on this page:** 19\ **Page:** 1
**Author:** ![Andy](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/andy/32/2588_2.png) [@Andy](https://community.syncromsp.com/u/Andy)\ **Post date:** [August 7, 2024, 6:27pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/1 "2024-08-07T18:27:56Z")
Hey everyone - We are now rolling our new Smart Ticket Management functionality to the first batch of Syncro partners. This includes Smart Ticket Search and Guided Ticket Resolution. There is a lot to these releases, so I’ve attached a link to our blog where we go over each of those features in depth. Please note that Smart Ticket Search is releasing in waves throughout the month, so if you don’t see the feature yet, don’t be alarmed. You’ll know when it’s been rolled out to your account when you see the “Smart Ticket Search” button appear in the header of your Syncro instance. Smart Ticket Search will be available to all Syncro plans, while the Guided Ticket Resolution is a feature specific to the Team Plan. > **[Smart Ticket Management: AI-Powered Efficiency](https://syncromsp.com/blog/smart-ticket-management-syncro/)** > > Syncro's Smart Ticket Management, a new class of AI-Powered features, makes managing tickets easier and more efficient for MSPs & IT leaders. ---
**Author:** ![stefan](https://avatars.discourse-cdn.com/v4/letter/s/bbce88/32.png) [@stefan](https://community.syncromsp.com/u/stefan)\ **Post date:** [August 20, 2024, 8:35pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/2 "2024-08-20T20:35:56Z")
This doesn’t work for us. No matter what we search for we get the same result: ![image](https://us1.discourse-cdn.com/syncro/original/2X/2/2c5b567b104672c0346091ede9c5fe3f3c958046.png) ---
**Author:** ![rickbergami](https://avatars.discourse-cdn.com/v4/letter/r/77aa72/32.png) [@rickbergami](https://community.syncromsp.com/u/rickbergami)\ **Post date:** [August 20, 2024, 8:50pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/3 "2024-08-20T20:50:41Z")
Same here. Been about a week for me. ---
**Author:** ![Andy](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/andy/32/2588_2.png) [@Andy](https://community.syncromsp.com/u/Andy)\ **Post date:** [August 20, 2024, 9:58pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/4 "2024-08-20T21:58:10Z")
Rick we made an update a couple of hours ago. Can you please try again and let me know if you are still seeing the same issues or if your results populate now? Thanks. ---
**Author:** ![rickbergami](https://avatars.discourse-cdn.com/v4/letter/r/77aa72/32.png) [@rickbergami](https://community.syncromsp.com/u/rickbergami)\ **Post date:** [August 20, 2024, 10:14pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/5 "2024-08-20T22:14:27Z")
Sent you a screen shot but same results ---
**Author:** ![des.quinn](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/des.quinn/32/3842_2.png) [@des.quinn](https://community.syncromsp.com/u/des.quinn)\ **Post date:** [August 21, 2024, 7:26am UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/6 "2024-08-21T07:26:49Z")
did see the smart tickets working yesterday after some mention of maintenance and could get some results. However today we are getting nothing. However we are seeing some results if we are in a ticket then it brings back results of “recent tickets from client” ---
**Author:** ![Andy](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/andy/32/2588_2.png) [@Andy](https://community.syncromsp.com/u/Andy)\ **Post date:** [August 21, 2024, 1:28pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/7 "2024-08-21T13:28:41Z")
Thanks for the extra details. I will let folks know internally. ---
**Author:** ![garyh](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/garyh/32/192_2.png) [@garyh](https://community.syncromsp.com/u/garyh)\ **Post date:** [August 21, 2024, 2:43pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/8 "2024-08-21T14:43:43Z")
Same, no results for any query. I have tried about 20 common queries. ---
**Author:** ![anon82203239](https://avatars.discourse-cdn.com/v4/letter/a/3d9bf3/32.png) [@anon82203239](https://community.syncromsp.com/u/anon82203239)\ **Post date:** [August 21, 2024, 9:25pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/9 "2024-08-21T21:25:15Z")
Same, no change still no results ---
**Author:** ![Andy](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/andy/32/2588_2.png) [@Andy](https://community.syncromsp.com/u/Andy)\ **Post date:** [August 21, 2024, 10:56pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/10 "2024-08-21T22:56:25Z")
Thanks for letting me know. We’ve just posted this issue to our Known Issues Board and our engineers are looking into what is going on there. Sorry about the issue here. ---
**Author:** ![charles](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/charles/32/1694_2.png) [@charles](https://community.syncromsp.com/u/charles)\ **Post date:** [September 6, 2024, 1:12am UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/11 "2024-09-06T01:12:49Z")
Is Smart Ticket’s on hold ? It has not been rolled out to our Syncro account as yet. ---
**Author:** ![Andy](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/andy/32/2588_2.png) [@Andy](https://community.syncromsp.com/u/Andy)\ **Post date:** [September 6, 2024, 1:27pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/12 "2024-09-06T13:27:53Z")
It is. We have found a few issues with performance and have halted the rollout while we work to resolve those issues. ---
**Author:** ![David122](https://avatars.discourse-cdn.com/v4/letter/d/ea5d25/32.png) [@David122](https://community.syncromsp.com/u/David122)\ **Post date:** [September 12, 2024, 5:46pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/13 "2024-09-12T17:46:34Z")
It looks like this has been re-enabled, however the results are very confusing and inaccurate. Do you have any tips for using this? ---
**Author:** ![mark3](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/mark3/32/227_2.png) [@mark3](https://community.syncromsp.com/u/mark3)\ **Post date:** [January 27, 2026, 5:30pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/14 "2026-01-27T17:30:45Z")
This still doesn’t work for others correct? Smart Ticket Search rarely produces any results and when it does they are not accurate. It’s been almost 6 months from rollout- is this getting any love internally? Will we ever be able to search ticket communications? ---
**Author:** ![rob.capparelli](https://avatars.discourse-cdn.com/v4/letter/r/df788c/32.png) [@rob.capparelli](https://community.syncromsp.com/u/rob.capparelli)\ **Post date:** [January 27, 2026, 11:19pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/15 "2026-01-27T23:19:43Z")
I’m glad that you brought this up because we are actually working on a new ticket search that will search ticket communications. It will be added to the public roadmap after next week’s release. ---
**Author:** ![des.quinn](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/des.quinn/32/3842_2.png) [@des.quinn](https://community.syncromsp.com/u/des.quinn)\ **Post date:** [January 28, 2026, 9:42am UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/16 "2026-01-28T09:42:17Z")
we find it mostly works for us but would not consider it reliable. Glad to hear an update is coming. ---
**Author:** ![rob.capparelli](https://avatars.discourse-cdn.com/v4/letter/r/df788c/32.png) [@rob.capparelli](https://community.syncromsp.com/u/rob.capparelli)\ **Post date:** [April 15, 2026, 12:16pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/17 "2026-04-15T12:16:33Z")
HI Mark, Des, and anyone else who might be interested: the new Ticket Search is expected to be available for early access in the coming weeks. Please fill out this [form](https://docs.google.com/forms/d/e/1FAIpQLSd2dg3iFeeFKGkXBW8At14Jixl90Wq24DPxrOcS6battXVKLA/viewform?usp=header) to participate. ---
**Author:** ![mark1](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/mark1/32/215_2.png) [@mark1](https://community.syncromsp.com/u/mark1)\ **Post date:** [August 23, 2026, 4:26pm UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/18 "2026-08-23T16:26:32Z")
Did the new Ticket search capability ever get enabled? I can’t see it anymore and a client is asking for info about certain tickets ---
**Author:** ![des.quinn](https://sea3.discourse-cdn.com/syncro/user_avatar/community.syncromsp.com/des.quinn/32/3842_2.png) [@des.quinn](https://community.syncromsp.com/u/des.quinn)\ **Post date:** [August 24, 2026, 6:57am UTC](https://community.syncromsp.com/t/smart-ticket-management-features-now-rolling-out/16249/19 "2026-08-24T06:57:29Z")
if you have the MCP active you can likely find what your after with that 🙂