Configure Syncro Integration

This guide walks MSP staff through connecting Syncro to MSPortal.ai. You create an API token in Syncro, then connect, check permissions, choose data and import or match records on the Syncro connection page. Company users do not administer this connection.

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

Required Permissions

Select the following permissions for the API token:

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Part 2: Connect Syncro in MSPortal

The Syncro connection page lists its tasks in the Setup guide: Connect, Permissions, Choose data, Import or match companies, Import or match users, Import devices, Configure tickets and Review. Import or match users and Import devices are optional.

Open the connection page

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Connect

Enter your Syncro API credentials to establish the connection.

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Permissions

MSPortal checks what your Syncro API token is allowed to read, and shows the result for each area of data.

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Choose data

Choose what to sync from Syncro. The three switches sit side by side in the Core data row. Each switch and selector has an (i) beside its name: hover over, tap or focus it to read what the setting does. Changes save as you make them, and turning a dataset on starts its first sync. With Sync Users on, Contact Auto-Import can create portal users automatically:

1. Turn on Contact Auto-Import to import all active contacts as portal users when companies are imported.
2. Select a Default Role for Imported Contacts (e.g., Viewer).

To create portal users from your clients’ Microsoft 365 tenants instead, use an access rule with the action Import Microsoft 365 users (branch preview). See Set access rules. A switch appears locked when the permission check found that your API token cannot read that data. Enable the permission named beside it in Syncro, then select Re-check in Permissions to unlock it. Syncing source records, matching them to companies and importing portal records are separate steps. Wait for each change to save, and check the sync result before treating an empty list as final.

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Import or match companies

Open Import or match companies to link each Syncro customer to an MSPortal company. The list has Import, Suggested, Matched and Ignored views, and opens on Import, which lists customers that are not matched yet.

• Select Accept to save a suggested match, or Change to pick a different company. Review N suggested matches opens Accept suggested matches, which lists every suggestion at 70% confidence or more with those at 90% or more already selected. Lower the Auto-select by confidence slider, as far as 70%, to select weaker suggestions too, untick any pair you want to check yourself, then select Apply N Matches.
• For an unmatched customer, use Choose company… to link an existing company, or Import to create it as a new portal company.
• Select Import companies to import unmatched records from the current page or all pages matching your search. Existing companies with the same name are matched instead of duplicated.
• Use Ignore for customers you do not want in MSPortal, and Restore to bring them back.

Accepted matches, imports, ignores and Remove match save immediately. See Import companies for selection scope and retry guidance.

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Import or match users

Import or match at least one company, then open Import or match users for its contacts. You can leave other companies for later and return to import more users.

1. Select Import beside a contact, or select contacts and choose Import selected. Use the header checkbox to select the current page, click it again to select all pages matching the current filters, and click again to clear the selection. Select all with email replaces the selection with contacts that have an email address across all pages matching the current filters.
2. In the review panel, choose the Role for the imported users and review the counts. Contacts without an email address are skipped; you can add an address before confirming. Correct invalid addresses or clear them to skip those contacts, and resolve duplicate addresses.
3. Confirm the import and check the result. Large selections run in batches.

To link an existing portal user instead, use Choose user… or accept a reviewed suggestion. Importing contacts does not automatically invite them to the portal. See Import users for details.

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Import devices

Open Import devices to import Syncro assets as MSPortal devices.

1. In Match device types, choose the MSPortal device type for each Syncro type, or use Match all suggested. Turn on Auto-import for a type to import new assets of that type automatically.
2. Under More options, if the Manufacturer Mappings card appears, map each Syncro manufacturer ID to a known manufacturer, or select Map with AI.
3. Review the staged assets and select Import all matched, or select assets and import them. Assets whose company is not matched yet show Match company first.

Check the result in Devices. See Import Devices for the full guide.

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Configure tickets and finish setup

Syncro ticket statuses need no setup; MSPortal reads them as tickets sync. Configure tickets still has New ticket defaults and the Reply mailbox, your Syncro inbound support mailbox that receives replies when someone emails a ticket note. Each change saves straight away. Open Review and resolve any required task that is not done, then select Finish setup. Each task saves its own changes, so finishing setup does not apply a separate batch of pending imports. Use Reopen setup to change what counts as done.

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Managing Your Integration

Open the connection from Settings > Integrations > Active. Then use:

• Overview and Sync activity: Check the connection’s status and recent sync runs
• Run sync: Start a sync of All data or one dataset
• Choose data, Import or match companies, Import or match users and Import devices: Change what syncs and import more records at any time
• More actions > Rename: Give the connection a nickname
• More actions > Disconnect…: Removes the stored credentials, the matches between Syncro records and your companies, and data synced from this connection. It does not revoke the API token in Syncro

Replacing your API token

In Connect, leave the masked credentials unchanged to keep them, or enter replacements, select Test connection and then Save changes. A test alone does not save replacement credentials. Confirm the saved connection works before you revoke the old token in Syncro.

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Synchronization Process

Initial Sync

• Turning a dataset on in Choose data starts its first sync
• Customer data usually begins synchronizing within about a minute
• Contacts and devices for a company appear once that company is imported or matched

Manual Sync

To force an immediate synchronization, use Run sync in the connection header and choose All data or one dataset.

Assets removed in Syncro

Most asset syncs pick up only the assets that changed, so they cannot see a deletion. At most once every 20 hours, an asset sync reads every asset and removes devices Syncro no longer lists for your linked customers. A device another integration still reports is kept and moves to that integration. Archived devices are never removed.

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Important Notes

• Token Security: Store your API token securely. If compromised, immediately revoke it in Syncro, create a new one and save it in Connect
• Sync Timing: Initial synchronization may take several minutes depending on data volume
• Dependencies: Contacts and devices require their company to be imported or matched first
• No Opportunities: Syncro does not support opportunities. Use MSPortal’s Planner module for sales tracking

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Troubleshooting

Frequently asked questions