Emails Sent By Syncro
Table of Contents
Syncro sends a number of emails to help you support your clients. Some emails are sent automatically by Syncro; some are sent in response to actions taken by Syncro Users and/or Contacts/End Users.
Tip: Many of these emails can be customized under Admin > Syncro Administration - PDF/Email Templates. See Customize PDF/Email Templates for more information.
This document describes the emails that Syncro sends, including when they're sent and to whom.
Account & User-Related Emails
| Email Title/Subject | From Address | Description |
|---|---|---|
| Complete Your #{@platform} Trial Signup | SyncroMSP <no-reply@syncromsp.com> |
Email containing instructions sent to the individual who clicked “Start Trial,” to help them finish setting up their account. |
| You are invited to Syncro by #{@inviter.full_name || @inviter.email} | SyncroMSP Invitations <no-reply@syncromsp.com> |
Sent to an individual when a Syncro User invited them to their Syncro account. |
Password Reset Instructions |
SyncroMSP Team |
Email containing instructions sent to the Syncro User who requested help resetting their password. |
| Syncro Backups TOS Accepted | SyncroMSP <no-reply@syncromsp.com> |
Sent when the Syncro Backups Terms of Service was accepted. This email is sent to the admins on the account including the user who accepted the terms (if they are not an admin). The Terms accepted are included as a PDF. |
| Syncro Billing Notice: Billing coming in about 5 days (#{date.to_date}) | Syncro Billing <billing@syncromsp.com> |
Sent to the email you provided when you subscribed to Syncro, notifying you that your account will be billed in 5 days. |
| Mailbox test for \"#{mailbox.display_name}\" | The Mailbox email | Sent from the Mailboxes settings page to the person that clicked the “Test Email” button on the mailbox row. The email is sent with the email header template and email footer template for the account and includes text explaining it was a test email. |
Appointments
| Email Title/Subject | From Address | Description |
|---|---|---|
| [#{@account.syncro? ? 'Syncro' : 'RS'}] You were scheduled for an appointment on #{I18n.l @ticket.appointments.first.start_at} | SyncroMSP <no-reply@syncromsp.com> |
Sent to the associated Syncro User (i.e., a Technician) about a field appointment. |
| #{@account.name} Appointment Scheduled! - Ticket# #{ticket.number} - (message id: #{ticket.id}) | Account.name <outbound support mailbox email> |
Sent to the Contact/End User when an appointment related to their ticket has been scheduled. (This is the "Ticket Appointments Email" under PDF/Email Templates.) |
| #{@account.name} Appointment Scheduled #{subject_tracking} | Account.name <outbound support mailbox email> |
Sent to the Contact/End User when an appointment has been scheduled. (This is the "Non-Ticket Appointments Email" under PDF/Email Templates.) |
| #{@account.name} Appointment Reminder for #{I18n.l(appointment.start_at.to_date)}#{subject_tracking} | Account.name <outbound support mailbox email> |
Sent to the Contact/End User to remind them of a scheduled appointment. (This is the "Appointment Reminder Email" under PDF/Email Templates.)
These are sent based on the reminder scheduled attached to the appointment. The options are morning of (7 a.m.), night before (7 p.m.), X hours before. Times are in the accounts time zone. |
| Field Jobs for Tomorrow, #{l (Time.zone.now+1.day).to_date} | SyncroMSP <no-reply@syncromsp.com> |
Sent to the associated Syncro User (i.e. a Technician) about the field appointments they have tomorrow. Sent at 7 p.m. in the accounts time zone. |
Billing, Invoices, Payments, & Purchasing
| Email Title/Subject | From Address | Description |
|---|---|---|
| #{@account.name} - Credit Card Expired | Account.name <outbound billing mailbox email> |
Sent to the Organization's primary email when an automatic payment fails because their credit card has expired. |
| #{@account.name} - Estimate Attached ##{@estimate.number} (emsg# #{@estimate.id}) | Account.name <outbound billing mailbox email> |
Sent to the recipient entered or the Organization's primary email, with an Estimate attached as a PDF, when a Syncro User decides to send an Ad-Hoc Email from an Estimate's Details Page. The account's invoice_cc_email is BCC'd on the email.
This is the "Estimate Email" under PDF/Email Templates. |
| #{@account.name} - Expiring Payment Profile Reminder | Account.name <outbound billing mailbox email> |
Automated billing email sent to the Organization’s primary email whose saved card on file is about the expire. You can setup the reminders under Expiring Payment Profile Reminders and choose how many days you would like each reminder to send (30 days, 7 days, etc.). |
| #{@account.name} Failed Taking Payment for Invoice #{payment.invoice.number} | Account.name <outbound billing mailbox email> |
Sent to the Organization’s primary email about a failed payment on a recurring charge.
This is the "Recurring Charge Failed Email" under PDF/Email Templates. |
| #{@account.name} - Open Invoice Reminder Inv# #{invoice.number} | Account.name <outbound billing mailbox email> |
Sent to the Organization’s primary email (if the Organization has “Receive Billing Emails” checked), the Organization’s notification emails, every Contact/End User with the “Receive Billing Emails” toggle On, and a “Additional Invoice CC Email Addresses” provided for the Organization.
This is the "Unpaid Invoice Email" under PDF/Email Templates. |
| #{@account.name} - Statement Attached - Generated #{I18n.l(Time.zone.now.to_date)} | Account.name <outbound billing mailbox email> |
Sent to the Organization’s primary email (if the Organization has “Receive Billing Emails” checked), the Organization’s notification emails, every Contact/End User with the “Receive Billing Emails” toggle On, and a “Additional Invoice CC Email Addresses” provided for the Organization, when a Syncro User emails a Statement. (This is the "Statement Email" under PDF/Email Templates.) |
| %{name} - %{paid}Invoice Attached #%{number}%{message_id} | Account.name <outbound billing mailbox email> |
Sent to the Organization’s primary email (if the Organization has “Receive Billing Emails” checked), the Organization’s notification emails, every Contact/End User with the “Receive Billing Emails” toggle On, and a “Additional Invoice CC Email Addresses” provided for the Organization, who paid the invoice. If the invoice has an ad hoc recipient (in the Invoice Email field), the recipient is added to the billing list. If the invoice has an Assigned Contact/End User, that email is added if “send to contact” is checked." |
| Low Inventory for Items | SyncroMSP <no-reply@syncromsp.com> |
Sent to the account's Parts Email daily at 4:30 AM UTC when "Send a daily Low-Inventory email" is on and at least one stocked product is at or below its reorder level with no open purchase order. |
| Parts Order - #{@item.ticketnum} | SyncroMSP <no-reply@syncromsp.com> |
Email sent to the Syncro Account's Parts email (under Admin > Parts - Preferences). |
| Purchase Order #{po.number} PDF | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro User who views the labels PDF on the Purchase Orders page and the PO has more than 150 total line items. |
| Purchase Order #{po.number} from #{po.account.name} | Account.name <outbound billing mailbox email> |
Sent to your Vendor with a PDF of the Purchase Order attached.
This is the "Purchase Order Email" under PDF/Email Templates. |
| NOTIFY: Import Complete | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro account’s Admin Notification Email (under Admin > General Settings) when a background customer or product import finishes (CSV, Xero, or QuickBooks Online).
It links to the Import Results report. |
| NOTIFY: Purchase Order Import Complete | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro account’s Admin Notification Email (under Admin > General Settings) when a CSV import of the purchase order line items finishes. This does not go to the user who uploaded the file. |
| NOTIFY: running a bulk #{campaign_medium_type} campaign | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro account’s Admin Notification Email (under Admin > General Settings) when a scheduled or Send Now marketing blast campaign first starts sending (not for postcard or drip campaigns). It says how many customers the campaign is sending to. This can be an Email or SMS campaign type. |
End User Portal
| Email Title/Subject | From Address | Description |
|---|---|---|
| #{@account.name} - Customer Portal Link Requested | Account.name <outbound support mailbox email> |
Email containing a one-click login link for the End User Portal that is sent to the Organization’s primary email when someone requests it from the portal login page, check-in, or subscribe page, and a matching enabled Organization exists. This is the "Portal Password Reset Email" under PDF/Email Templates. |
| You have been invited to create your Customer Portal Login from #{@account.name} | Account.name <outbound support mailbox email> |
Sent to the Portal User’s email (or the Organization's email), with a BCC to the staff member who created the invitation, when an End User is invited to the End User Portal, a portal invite is resent, or when an Organization is created with the portal invite on. An SSO version with the same subject is sent to Organizations with Portal SSO configured.
This is the "Portal Invitation Email" under PDF/Email Templates. |
Integrations
| Email Title/Subject | From Address | Description |
|---|---|---|
| Acronis Account Provisioned | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro User who clicked Provision New Account on the Acronis app center page, once Acronis provisioning succeeds. |
| Bitdefender Account Provisioned | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro User who clicked Provision New Account on the Bitdefender app center page, once Acronis provisioning succeeds. |
| Proofpoint Account Provisioned | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro User who clicked Provision New Account on the Proofpoint app center page, once Proofpoint provisioning succeeds. |
Leads
| Email Title/Subject | From Address | Description |
|---|---|---|
| Syncro New Lead - #{@lead.email} | SyncroMSP <no-reply@syncromsp.com> |
Sent to the Syncro account’s Lead Notification Email (under Admin > Leads - Preferences) when a new Lead is created by email, SMS, the API, a booking, a check-in, or a widget. This email is only sent if the Lead Notification Email field holds a valid email. |
| mailbox.autoresponder_subject, "Thanks, we got your information!" | Account.name <outbound support mailbox email> |
Sent to the Syncro account’s Lead Notification Email (under Admin > Leads - Preferences) when a new Lead is created, if the inbound mailbox has its autoresponder on or the account’s lead responder is enabled. This is the "Lead Autoresponder Email" under PDF/Email Templates. |
Marketing
| Email Title/Subject | From Address | Description |
|---|---|---|
| @mailing.subject | Account.name <outbound marketing mailbox email> |
Emails sent from the Syncro platform based on your use of the Mailer. |
Reports
| Email Title/Subject | From Address | Description |
|---|---|---|
| Report: #{report_schedule.name} | Account.name <outbound support mailbox email> |
Sent to Syncro Users and email addresses on a scheduled report, when the report is due or when someone clicks Run. Customer reports also go to each customer’s report contacts. The CSV and PDF of the report are attached. |
Security
| Email Title/Subject | From Address | Description |
|---|---|---|
| #{platform_short_name} noticed a new sign in on your account | Syncro Security Center <help@syncromsp.com> |
Sent to a Syncro User who signed in, when they sign in from an IP Address that no earlier session on the account has used. It shows the device, IP, and location with “this was me / this wasn’t me” links. |
| 2FA is enabled | Syncro Security Center <help@syncromsp.com> |
Sent to a Syncro User when they turn on authenticator-app two-factor authentication. |
| 2FA is disabled | Syncro Security Center <help@syncromsp.com> |
Sent to a Syncro User when their two-factor authentication is turned off, whether by themselves or by an admin. |
| A new security key has been registered | Syncro Security Center <help@syncromsp.com> |
Sent to a Syncro User when they register a hardware security key. |
| A security key has been deleted | Syncro Security Center <help@syncromsp.com> |
Sent to a Syncro User when one of their hardware security keys is deleted. |
| Syncro Security Notification: Your Account's SSO Configuration has been modified | Syncro Security Center <help@syncromsp.com> |
Sent to all enabled Admins on the Syncro account when an Admin saves the Login settings page (Admin > Syncro Administration - Login Settings) with SSO either enabled or disabled. |
|
Syncro Security Notification: Syncro detected an employee’s MFA settings have been changed
|
Syncro Security Center <help@syncromsp.com> |
Sent to all enabled Admins on the Syncro account when any user's two-factor authentication is disabled or reset. It names the affected user and who made the change. |
| Syncro Security Notification: Syncro detected an employee account logged in outside of expected hours | Syncro Security Center <help@syncromsp.com> |
Sent to all enabled Admins on the Syncro account when a user signs in outside the login hours set on the Login settings page (Admin > Syncro Administration - Login Settings). |
| Your IP address for Syncro has been approved. | SyncroMSP <no-reply@syncromsp.com> |
Sent to a Syncro User who was blocked by the IP Allowlist when an Admin approves their IP Address. |
| Syncro blocked access from an unauthorized IP address. | SyncroMSP <no-reply@syncromsp.com> |
Sent to all Admins on the Syncro account each time a user or API token is blocked by the IP Allowlist. It includes a link for the Admin to approve the IP. |
| Syncro Security Notification: Account SSO Client Secret token expires {30/24/7} days / expires today | SyncroMSP <no-reply@syncromsp.com> |
Sent to all Admins on the Syncro account 30, 14, and 7 days before, and on the day of, the Client Secret Expiration date specified in Admin > Syncro Administration - Login Settings. It is checked daily at 2 p.m. UTC. |
Tickets
| Email Title/Subject | From Address | Description |
|---|---|---|
| {Account Name} - Intake Form Attached (message id: {ticket #}) / Outtake Form Attached (message id: {ticket #}) | Account.name <outbound support mailbox email> |
Sent to the Contact/End User for the ticket (or the Organization's primary email) when a Syncro User clicks the Email Intake Form or Email Outtake Form on a ticket. The form PDF is a attached. This is the "Intake Form Email" under PDF/Email Templates. |
| {Account Name} TICKET(s) GETTING STALE DO THE DIAGNOSTIC | SyncroMSP <no-reply@syncromsp.com> |
Sent hourly or daily (8 a.m. UTC), depending on the Send Diagnosis Reminders: Daily and Send Diagnosis Reminders: Hourly checkbox settings to the account’s Tech Reminder Email (all under Admin > Tickets - Preferences), with a separate copy to each assigned tech for their own tickets. It lists open tickets over an hour old that have no “Diagnosis” comment. |
| {ticket subject or comment subject template} (message id: {ticket #}) | Account support mailbox, with the tech’s name as the display name. |
Sent to the Contact/End User for the ticket (or the Organization's primary email) with a CC to the ticket’s CC list and customer notification emails, when a tech posts a public comment on a ticket.
This is the "Ticket Comment Email" under PDF/Email Templates.
|
| HIDDEN COMMENT - {subject} | Account support mailbox, with the tech’s name as the display name. |
Sent to the assigned tech, staff users on the ticket’s CC list, and the account’s Private Staff Email (if hidden comment emails are on) when a tech adds a private comment.
This is the "Ticket Comment Email" under PDF/Email Templates. Private Staff Email is under Admin > Tickets - Preferences. |
|
Thanks, we got your information: {ticket subject} (message id: {ticket #}) (Or the mailbox’s custom subject) |
Account support mailbox |
Sent to the Contact/End User for the ticket (or the Organization's primary email) when a ticket is created by email, contact form, RMM agent or check-in, if the mailbox or account ticket autoresponder is on.
This is the "Ticket Autoresponder Email" under PDF/Email Templates. |
| Tickets Due Tomorrow, {date} | SyncroMSP <no-reply@syncromsp.com> |
Sent to the assigned Syncro User (i.e., a Technician) about tickets they have due tomorrow. Sent daily at 4 a.m. UTC when due dates are enabled (Admin > Tickets - Preferences). |
| Your Ticket Has Been Resolved (message id: {ticket #}) | Account support mailbox |
Sent to the Contact/End User for the ticket (or the Organization's primary email) the first time a ticket is marked Resolved, if resolved-ticket emails are enabled on the account (Admin > Tickets - Preferences).
This is the "Ticket Resolved Email" under PDF/Email Templates. |