Ticketing & ITSM

Syncro

Run Syncro tickets, customers, and service desk operations from plain-language requests.

Syncro is a prebuilt Dex app for MSPs. Dex connects to your Syncro account through the Syncro REST API and lets MSP admins and end users manage everyday service desk work in natural language — creating, checking, and updating tickets as part of automated IT resolution, looking up customers and assets, and following up on requests — with per-customer scoping that keeps each client isolated, plus policy guardrails and audit logging.

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What Dex does with Syncro

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create new Syncro tickets on behalf of a customer as part of an automated IT resolution workflow
Look up any ticket by number and read its status, subject, assigned tech, and full comment history
Update tickets — change status, reassign, add public or private comments, and attach resolution notes for audit
Search and list tickets across the account, filtered by customer, status, or assigned technician
Look up customers and their contacts, with per-customer scoping that keeps each client's data isolated
Inspect customer assets and devices Syncro tracks to ground a ticket in the right hardware context
Close or resolve tickets once Dex has completed the underlying fix, leaving an audit trail of the action
Open recurring service-desk requests automatically when Discovery skills detect a known issue pattern

For employees (self-service)

Open your own Syncro ticket through Dex Go without leaving the chat
Check the current status and latest comment on any ticket you've raised
Add a follow-up comment or extra detail to one of your own open tickets
See the list of tickets you have open and which ones are still awaiting a reply

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Create a Syncro ticket for customer Acme: "VPN dropping every 10 minutes", set status to New and assign it to me
>Show me every open ticket for customer 4521 and who each one is assigned to
>Add a private resolution note to ticket 10293 and mark it Resolved
>List all tickets assigned to Dana that have been waiting on a customer for more than 3 days
>Look up the contacts and tracked assets for customer "Northwind Traders" before I open a ticket

Employee prompts

>Open a Syncro ticket for me: my laptop won't connect to the office Wi-Fi
>What's the status of my ticket about the printer?
>Add a comment to my open ticket that the issue is happening again this morning
>Show me all the tickets I currently have open

Policy actions

Every action Dex can take on Syncro is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`syncro_view_tickets`	View and search Syncro tickets, statuses, and comment history	self-only
`syncro_create_ticket`	Create new Syncro tickets on behalf of a customer	approval
`syncro_manage_tickets`	Update, reassign, comment on, resolve, or close Syncro tickets	approval
`syncro_view_customers`	Look up Syncro customers, contacts, and customer details	self-only
`syncro_view_assets`	View customer assets and devices tracked in Syncro	self-only

How to configure Syncro

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
Sign in to your Syncro account as an administrator.
2
Go to Admin > API Tokens (under the API section) and create a new API token.
3
Scope the token to the permissions Dex needs — Tickets (read/write), Customers (read), and Assets (read).
4
Copy the generated API token and note your account subdomain (e.g., yourcompany.syncromsp.com).
5
In Dex, enable the Syncro app and paste the subdomain and API token.
6
Configure policy actions (view tickets, manage tickets, view customers) with approval requirements as needed.

Vendor documentation ↗

Credentials required

subdomain: Your Syncro account subdomain (e.g., yourcompany.syncromsp.com)
api_token: Syncro API token generated under Admin > API Tokens

Requirements

•Active Syncro MSP subscription with at least one customer and ticket
•API token generated under Admin > API Tokens with Tickets, Customers, and Assets permissions
•Administrator access to create and scope API tokens
•API requests are authenticated per account subdomain; one token maps to one Syncro account
•Per-customer scoping is enforced so each client's tickets and data stay isolated

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