Prerequisites
- Active Syncro account with administrative access
- MSPortal.ai account with integration management permissions
Part 1: Configure Syncro
Before connecting to MSPortal.ai, you need to create an API token in Syncro with specific permissions.Create API Token
1
Access Syncro Administration
Log into your Syncro account and access the administration portal.
2
Navigate to API Tokens
Scroll to the bottom of the administration portal to locate the API Tokens section.
3
Create New Token
Click New Token to begin creating your API token.
4
Configure Token Settings
- Name: Enter a descriptive name (e.g., “MSPortal Integration”)
- Expiration: Set the expiration date to at least one year in the future
- Permissions: Select Custom Permissions and enable all permissions listed below
Required Permissions
Select the following permissions for the API token:Asset Management
Asset Management
- Assets - View Details
- Assets - List/Search
- Assets - Edit
- Assets - Create
Customer Management
Customer Management
- Customers - List/Search
- Customers - View Detail
- Customers - View Total Invoiced
- Contacts - Import
Tickets & Support
Tickets & Support
- Tickets - List/Search
- Tickets - View Details
- Tickets - View ‘Their Ticket’ Details (assigned to them)
- Tickets - Create
- Tickets - Edit
- Tickets - Use Ticket Charges
- Ticket Comments - New
- Ticket Canned Responses - Manage
- Ticket Custom Fields - Manage
- Ticket SLA - Edit
- Ticket Worksheets - Manage
- Ticket Timers - Overview
Financial
Financial
- Invoices - List/Search
- Invoices - View Details
- Estimates - List/Search
- Estimates - View Details
- Estimates - Create
- Estimates - Edit
- Payments - View List
- Recurring Invoices - List
Other Operations
Other Operations
- Appointments - View All (see-own never restricted)
- Contracts - List/Search
- Products - List/Search
- Pending Orders - View All
- Vendors - List
- Warranties - List
- Warranties - View Details
- Documentation - Allow Usage
- Timelogs - Manage
- RMM Alerts - List
Part 2: MSPortal Setup Wizard
MSPortal.ai provides a guided setup wizard that walks you through connecting and configuring your Syncro integration in 4 easy steps.Starting the Wizard
1
Navigate to Integrations
In MSPortal.ai, go to Settings > Integrations.
2
Start Setup
Find the Syncro integration card and click Configure to launch the setup wizard.
Step 1: Connect
Enter your Syncro API credentials to establish the connection.1
Enter API Credentials
Fill in the following fields:
| Field | Description | Example |
|---|---|---|
| Syncro Subdomain | Your Syncro subdomain (from yourcompany.syncromsp.com) | yourcompany |
| API Key | The API token you created in Syncro | your-api-token |
Enter only the subdomain portion. For example, if your Syncro URL is
acme.syncromsp.com, enter just acme.2
Test Connection
Click Test Connection to verify your credentials. You’ll see a green “Connected” status when successful.If the connection fails:
- Verify your subdomain is correct (just the subdomain, not the full URL)
- Check that your API key is copied correctly
- Ensure the API token has all required permissions
- Verify the API token hasn’t expired
3
Proceed
Once connected, click Next to continue to sync configuration.
Step 2: Sync
Configure what data to sync from Syncro and set up automatic contact import.1
Configure Data Sync Options
Enable or disable the following sync options:
| Option | Description |
|---|---|
| Sync Users | Sync user/contact data from Syncro |
| Sync Companies | Sync customer data from Syncro |
| Enable Ticket Sync | Sync tickets from Syncro |
Syncro does not support opportunity sync. Use the Planner module in MSPortal to manage sales opportunities separately.
2
Configure Contact Auto-Import
If you want contacts to be automatically imported when companies are added:
- Enable Auto-Import to automatically create user accounts for active contacts
- Select a Default Role for Imported Contacts (e.g., Viewer)
3
Configure Ticket Sync Scope
Define which tickets to sync:
| Setting | Description |
|---|---|
| Exclude Statuses | Select ticket statuses to exclude from sync (e.g., Closed, Resolved) |
When you proceed to the next step, data sync will begin in the background. This may take a few minutes depending on the amount of data in your Syncro account.
4
Proceed
Click Next to continue to ticket configuration.
Step 3: Configure
Set up ticket status mapping.Ticket Settings
1
Configure Status Settings
| Setting | Description |
|---|---|
| Closed Statuses | Select statuses that indicate a ticket is closed |
| Client Comment Status | Status to set when a client comments on a ticket |
2
Configure Resolution Status Stepper
The Resolution Status Stepper provides a visual indicator of ticket progress. Map your Syncro statuses to each stage:
| Stage | Description |
|---|---|
| New | Tickets that are newly created or not yet triaged |
| Triaged | Tickets that have been reviewed and categorized |
| Working | Tickets actively being worked on |
| Waiting | Tickets waiting for customer response or external input |
| Resolved | Tickets that have been completed |
3
Sync Actions
Use these buttons to manage ticket sync:
| Action | Description |
|---|---|
| Quick Sync | Trigger an immediate sync of ticket data |
| Clear & Resync | Delete all synced tickets and perform a fresh sync (useful after major configuration changes) |
4
Proceed
Click Next to continue to the import step.
Step 4: Import (Optional)
Import users and companies from Syncro. This step is optional - you can skip it and import later from the respective settings pages.- Import Users
- Import Companies
Import users from Syncro to create user accounts.
- Enable Import Users Now
- Select users from the list to create accounts for
- Choose a default role for imported users
Client contacts are not imported here. They can be managed via Company settings after companies are imported.
Complete Setup
Click Complete Setup to finish the wizard. Your Syncro integration is now configured!You can return to the setup wizard at any time by clicking Configure on the Syncro integration card. The wizard will resume with your current settings.
Managing Your Integration
After setup, you can manage your integration from Settings > Integrations:- Configure: Re-open the setup wizard to modify settings
- Resync: Trigger a manual sync of data
- Sync PSA Data: Refresh configuration data from Syncro
- Import Devices: Import devices/assets from Syncro
Synchronization Process
Initial Sync
- Customer data will begin synchronizing within approximately 1 minute
- Tickets and users will sync alongside customer data
- Devices and additional settings will sync after customers have been imported
Manual Sync
To force an immediate synchronization of specific data types, use the refresh button in the integration settings.Important Notes
- Token Security: Store your API token securely. If compromised, immediately revoke it in Syncro and generate a new one
- Sync Timing: Initial synchronization may take several minutes depending on data volume
- Dependencies: Devices and certain settings require customer data to be imported first
- No Opportunities: Syncro does not support opportunities. Use MSPortal’s Planner module for sales tracking
Troubleshooting
| Issue | Solution |
|---|---|
| Connection test fails | Verify your subdomain (no full URL) and API key are correct |
| Token expired | Generate a new token in Syncro and update the integration |
| Permissions error | Ensure all required permissions are enabled on the API token |
| Tickets not syncing | Check that ticket statuses aren’t excluded in sync settings |
| Contacts not importing | Verify Auto-Import is enabled and a default role is selected in the Sync step |
| Devices not appearing | Ensure customers have been imported first, then trigger device import |