October 2026 Release Notes

These improvements cover updates made since the September 2026 release.

New Features

Automated Ticket Triage & Dispatch

Plan Availability: Team and IT Plans only

Get every new ticket prioritized and in front of the right technician the moment it lands, so team leads stop losing the first hour of every shift to dispatching. Automated Ticket Triage & Dispatch scores priority and matches each ticket to the best-fit technician based on workload, skills, calendar availability, and customer history. Approve each recommendation in one click, or switch on Assign mode and skip the click entirely.

Core Capabilities:

• AI priority classification: Each new ticket is scored on ITIL type, classification, urgency, impact, and VIP status to recommend a priority, and the system reads context so a ticket that says "this isn't urgent" stays low.
• Smart dispatch matching: Eligible technicians are scored on problem-type experience, category fit, recent related work, current high-priority workload, and history with that Organization, with skill credit going to every technician who logged meaningful work on a resolved ticket.
• Calendar availability filtering: Technicians who are out of office or booked for more than 75% of their working hours in Microsoft Outlook or Google Calendar are excluded from the candidate pool, and Outlook users also get working-hours-aware scoring.
• Inline Suggest mode: Suggested priority and assignee appear greyed out on the ticket index and ticket detail page, where one click accepts the suggestion and clicking the field opens the standard dropdown to override it.
• Assign mode: The recommended priority or technician applies the instant a ticket is created, adds an "Auto-assigned" tag to the value, and logs a private note such as "Ticket Dispatch automatically assigned technician [name]."
• Independent controls: Ticket Triage and Ticket Dispatch each have their own Disabled, Suggest, or Assign setting under Admin > AI Preferences, so you can automate priority while keeping assignment in review, or the other way around.
• Dispatch eligibility: Admins can remove a user from the dispatch candidate pool by unchecking Include in ticket dispatch under Admin > Users.
• Continuous learning: Every acceptance, override, and match feeds back into future recommendations, and original and corrected values are recorded in the ticket's change history.
• Initial setup: After Ticket Dispatch is turned on, Syncro builds a skill matrix from up to 100 resolved tickets from the past three months, and recommendations can take up to 24 hours to appear.
• Default at launch: Both Ticket Triage and Ticket Dispatch are set to Suggest mode on Team and IT Plan accounts, unless the account has turned off Syncro AI features.
• Syncro Credits: Unlimited use through January 2027. Starting in February, each ticket in which either a priority or technician is accepted either manually or automatically will consume 1 Syncro Credit.

Read more here: Automated Ticket Triage & Dispatch.

Microsoft 365: Tenant Health Dashboard

Plan Availability: Team and IT Plans; Core Plan with Syncro Cloud Backup

Get a fuller picture of Microsoft 365 security than the Microsoft Admin Center gives you. The Tenant Health Dashboard shows auth failures, backup gaps, and compliance drift for every tenant on one screen, along with Syncro Cloud Backup health and baseline compliance scores that Microsoft doesn't expose.

Core Capabilities:

• New Tenants tab: A top-level Tenants tab lists every Syncro tenant, connected Microsoft 365 tenant, and Syncro Cloud Backup subscription in one table, and replaces the Microsoft Tenant Integrations page in Admin.
• Problems sorted first: Tenants with auth errors, connection failures, and unmapped tenants sort above the alphabetical list by default, with Critical (red) above Warning (yellow), and hovering a status column shows the detail behind it.
• Native and Syncro health signals together: Each row shows Microsoft 365 connection and auth status, Entra ID Sync and Actions status, native Microsoft Secure Score, M365 Tenant Security Baselines compliance, and Syncro Cloud Backup health.
• Preset and custom views: Switch between the Custom, Backup, and Microsoft 365 views, then add, remove, or reorder columns to focus on the signals that matter.
• Bulk actions: Select multiple tenants to attach or detach a baseline, turn Entra ID User Sync on or off, run CSP re-authorizations, generate baseline assessment reports, or export the table as CSV, and a notification reports which tenants succeeded or failed.
• Guided per-tenant fixes: Per-tenant actions such as reauthorizing a connection, mapping a tenant, setting Entra ID user sync filters, or attaching a baseline open the matching flow with the right step already loaded.
• Direct links: Cells link straight to a tenant's End User list, baseline compliance detail, or backup dashboard.
• Access through Syncro Security Groups: Access is managed through Syncro Security Groups instead of Microsoft Global Admin rights, backup columns appear only for users with Cloud Backup access, and Entra ID sync actions require Admin.

Read more here: Manage Microsoft Tenants.

Native ThreatDown Policy Deployment

Plan Availability: All plans with an active ThreatDown (powered by Malwarebytes) subscription.

Select ThreatDown from the antivirus dropdown in any Policy, and Syncro deploys the current installer and keeps it in step with Nebula. No manual scripts or copy-paste. When you change a ThreatDown policy in the Nebula console, Syncro picks up the change, so the next endpoint you add gets the current package instead of a stale one.

Core Capabilities:

• Policy-driven deployment: Choose ThreatDown in the antivirus section of a Policy and save it, and Syncro gets the correct installer URL and the Syncro agent installs ThreatDown on every covered endpoint in the background.
• Organization-to-Site mapping: Map Syncro Organizations to ThreatDown Sites so each asset links to the right site and license.
• Feature-set updates across a policy: When the protection settings for a policy change, such as adding Managed Detection and Response or Ransomware Rollback, Syncro refreshes the installer URL and updates every covered endpoint.
• Bi-directional policy sync: When a policy changes in the ThreatDown Nebula console, Syncro detects the change and updates its stored download URL, so new endpoints added to that policy get the current configuration.
• Deployment and sync health: ThreatDown deployment status and sync health appear on the Asset Details page, and if Syncro can't retrieve an installer URL, it flags a sync error and sends a notification.

Read more here: ThreatDown.

Draft Invoices

Plan Availability: All plans

Billing mistakes are easier to prevent than to undo. Draft Invoices adds a step before an invoice goes out: a draft stays internal, so clients see nothing until you choose to publish it. When you publish, the due date is calculated from the publish date, not the creation date.

Core Capabilities:

• Full working draft state: Line items, inventory reservation, serial number assignment, and PDF downloads (marked DRAFT) work on a draft exactly as they do on a published invoice.
• Draft settings: The account-wide Publish manually created invoices automatically setting in Invoice Settings, plus a Publish automatically checkbox on each Recurring Invoice template, controls whether new invoices start as drafts.
• Batch review and publish: The DRAFT INVOICES filter on the invoice index isolates the draft queue, and the Publish Drafts bulk action publishes a batch at once.
• Billing runs at publish: For drafts created from a Recurring Invoice, any auto-charge, auto-apply credit, email, and mailed copy set on the schedule runs at publish, using the schedule's settings at that moment.
• Accounting sync behavior: Drafts sync to Xero as native Xero drafts and become Authorised there on publish, while QuickBooks Online and QuickBooks Desktop sync only after an invoice is published.
• Convert to Draft: A published invoice can return to draft from the Actions menu unless it has a payment applied, has posted to QuickBooks or been published in Xero, or is a refund invoice.
• API support: Draft and published status, and the publish transition, are available in the Invoices API.
• Audit and notifications: Publishing and converting are recorded in Invoice Change History, and the Notification Center event "Invoice - A draft invoice was published" can alert your team.
• Existing permissions: Publishing uses the existing Invoice Edit permission, so there are no new permissions to set up.

Existing accounts keep publishing invoices on creation until drafts are turned on. New accounts start with drafts on by default.

Read more here: Draft Invoices.

End User Portal: Custom Domains

Plan Availability: All plans

Every client who bookmarks your End User Portal saves a Syncro URL, which undercuts the branded experience you built for them. Now the portal can run on your own domain: add the CNAME record to your DNS, and Syncro handles the rest.

Core Capabilities:

• Self-service CNAME setup: Enter a subdomain such as portal.yourcompany.com under the Branding settings in Admin, and Syncro shows the exact CNAME record to add at your DNS provider.
• Automatic verification and SSL: Syncro detects DNS propagation and confirms ownership with no manual step, then issues and activates an SSL certificate that renews automatically as long as the CNAME record stays in place.
• Live setup status: A Pending, Connected, or Error indicator shows where setup stands, with plain-language guidance for each status, including a callout for Cloudflare users to turn off proxied (orange-cloud) mode.
• Existing links keep working: Portal links and bookmarks your clients already have continue to work after your custom domain goes live.
• HIPAA/Shield accounts supported: HIPAA/Shield accounts use the same self-service setup as every other account.

Read more here: Set Up Your Syncro Account.

No-Script Asset Security Insights

Plan Availability: All plans

Answer security and compliance questions straight from the Asset Details page, with no custom scripts or custom fields to maintain. Confirm a device is encrypted, spot an admin account that shouldn't be there, and pull real login history. Ten new and corrected data points are now native to Syncro.

Core Capabilities:

• BitLocker encryption status and recovery keys: System Information shows BitLocker protection status, encryption status, and recovery keys for every fixed volume (not just C:), along with TPM status and spec version, and every recovery key reveal is logged in the Activity Feed.
• Local Administrators: System Information lists every local admin account and group on the asset, including account type and authentication source.
• User login activity: Interactive and RDP logon events (Windows Event ID 4624) appear in the Asset Activity Feed as filterable, exportable entries.
• Last User Activity: A new timestamp next to Last Sync shows when an end user last actively used the device, not just when the agent last checked in.
• Missing Windows Update Column: Add it through Customize Columns on the Assets & RMM page to see each device's count of missing non-driver updates. Driver updates are excluded to avoid false compliance flags.
• Windows License Status: License state (Licensed, Grace, Unlicensed, and more) now appears next to OS Release Version.
• Power Plan: The active power plan now appears in System Information.
• RAM type: The RAM Manufacturer field now includes RAM type (DDR3, DDR4, DDR5).
• Corrected form factor: Virtual machines and servers now show the correct form factor instead of defaulting to "Desktop," and existing Asset Saved Search filters are unchanged.
• Corrected GPU detection: Systems with more than one GPU now report every installed card instead of just one.

Read more here: About the Asset Details Page.

Patching Dashboard: Persistent Configuration

Plan Availability: All plans

Set your filters once. The Patching Dashboard now remembers your configuration every time you come back, so you spend your time on patching problems instead of rebuilding your view.

Core Capabilities:

• Saved Patch Instances table setup: Group By, filters, sort order, and pinned or hidden columns are saved, so the table looks the way you left it on your next visit.
• Saved Patch Data Settings: Organization, Patch Categories, the Rejected & Excluded timeframe, and Include Unmanaged Assets carry over between sessions.
• Saved per user: Each Syncro user's configuration is saved separately, so technicians with different workflows keep their own views without affecting anyone else.
• Nothing to set up: There's no toggle, and first-time users still see the default view (all Organizations, past 7 days) until they make a change.

Read more here: About the Patching Dashboard.

Mobile App: Biometric Login

Plan Availability: All plans

Face ID in, ticket queue up, that's the whole login. The new sign-in in Syncro Mobile stays with your technicians in the field, so switching from office Wi-Fi to cellular doesn't mean logging back in.

Core Capabilities:

• Face ID and Android biometrics: Technicians sign in to Syncro Mobile with Face ID on iOS or biometrics on Android.
• Full sign-in, not a screen lock: Biometric login is a full sign-in backed by the user's credentials, so technicians go straight to their ticket queue without entering a password, subdomain, or MFA prompt.
• Session stays through network changes: Moving from office Wi-Fi to cellular, or any other network change, doesn't sign the technician out.
• SSO support: SSO users authenticate once through their identity provider, using the same identity providers the web app already supports, with no separate mobile configuration.
• Setup: After signing in with a password or SSO, go to Settings > Application Lock and turn on biometric login, then confirm with Face ID or Android biometrics.

Signing out of Syncro Mobile requires signing in again with a password or SSO before biometric login can be turned back on.

Read more here: Syncro Mobile: Settings.

For information about what else is coming, please visit the Syncro Platform Roadmap.

Quality of Life Improvements & Fixes to Existing Features

We're listening to your requests and making improvements to make Syncro work better for you. Here are some Quality of Life improvements and fixes we've made in this release:

App Center

• The Database Exports app card now describes file formatting accurately and links to the correct documentation article.
• The CloudRadial app card now shows current information and a working sign-up link.

Assets

• The Network Discovery tab now shows discovered devices and profiles reliably instead of an error message.
• The Asset Activity Feed no longer shows false login entries from Windows cached logon events (Logon Type 11).
• The manual Sync Asset Data action now refreshes Windows Updates data instantly.

Cloud Backup

• Parallel mailbox restores: Large mailboxes used to take a long time to restore, so they now restore in parallel to cut recovery time.
• Backup health readable at a glance: Backup health and active restore progress used to be hard to see, so health now shows as a percentage and restores show live status.
• Microsoft Teams chat backups are easier to navigate: Public and private chats used to appear in one combined view, which confused customers, so they now sit in separate tabs.
• Skipped items listed in restore results: Restore results used to leave out items that were skipped, so they now list each skipped item.
• Faster SharePoint restores: SharePoint restores used to query the same metadata over and over, so those results are now cached to speed up restores.
• Mailbox restore to PST: Restore Exchange Online mailboxes as a downloadable PST file. Before, mail could only be restored into a Microsoft 365 mailbox. Now you can export it to a file for offboarded users, legal or compliance requests, or opening in Outlook without touching the live mailbox.

Invoices

Improved the Xero integration so it uses fewer Xero API requests and automatically retries failed syncs. This fixes an issue where, for some accounts that reached Xero's daily API limit, Payments and Products could fail to sync to Xero without showing an error. Items that didn't sync before this fix can be re-synced manually or by editing them.

Organizations

• Submitter information now appears on every page of the Communication Log, not just the first page.
• Fixed a 500 Internal Server Error that prevented saving a customer-specific (Select Customers) security group when roughly 4,000 or more customer organizations were assigned to it.

Payments

ACH payments through Worldpay now move out of Pending status once funds settle and sync to QuickBooks Online correctly.

Tickets

• The Set SLA action in Ticket Automations has a new "Restart SLA timers when applied" option. When it's on, the new SLA's due times count from when the automation runs instead of when the ticket was created.
• Ticket Worksheets now support hyperlinks in names and content areas.
• The Ctrl/Cmd + K keyboard shortcut has been removed to prevent conflicts with browser shortcuts.
• The Initial Issue Private Note on auto-generated Contract Expiration tickets now includes the correct spacing after the Organization name.

Windows Agent

• User Login Activity Accuracy: Resolved an issue where Windows cached logon events (Logon Type 11) generated false login entries in the Activity Feed when switching accounts on the Windows login screen prior to password entry.
• Immediate Windows Patch Data Sync: Updated the manual Sync Asset Data action to ensure missing and recently installed Windows Updates refresh instantly on demand.
• Backend Support for Asset System Reporting: Added agent backend support for upcoming BitLocker Encryption Status and Recovery Key reporting, Windows License Status, RAM Type details, and active Power Plan tracking.

What's Coming Next

For information about what's coming, including new features available for Early Access trial, visit the Syncro Platform Roadmap.