Work Smarter, Fix Faster (Technicians 102)

This guide builds on Login, Work, Fix (Technicians 101) and describes how to share appointment links from tickets, catch up on a ticket with AI summaries, fix failed baseline rules with one click, resolve common issues with guided ticket resolution, and put the skills from the Syncro Service Desk plugin to work.

Note: AI capabilities described in this guide require Syncro's Team or IT Plan. Your Global Admin must turn on each AI feature at the account level.

Step 1: Share Appointment Links From Tickets

Appointment links let an End User book time with you without back and forth. Your admin creates the links, and you insert one into the Communications section of a ticket. When the End User schedules, the appointment appears on the Ticket Details page and on your calendar.

Send an appointment link from a ticket. 

Step 2: Catch Up Fast With AI Ticket Summaries

When you pick up an escalated or reassigned ticket, the Summary section at the top of the Ticket Details page gives you the issue, the troubleshooting history, and next steps, so you do not have to read the whole comment thread. Summaries refresh as the ticket changes, and you can refresh one manually. When a ticket is resolved, the final summary is kept as a searchable record of the fix.

Learn which tickets are eligible for summarization and open a ticket that has a summary. (Bonus: Rate it using the thumbs up/down buttons.)

Step 3: Fix Failed Baseline Rules With One Click

When a Microsoft 365 baseline rule fails, you can fix it or open a ticket for it from the same page. One-Click Remediation deploys the fix for rules marked “automated,” and One-Click Ticketing converts failed rules into tickets so the work is tracked.

Use One-Click Actions for Baseline Rules to remediate a failed rule marked “automated,” or to create a ticket from a failed rule. (Bonus: Select several failed rules and remediate them in bulk.)

Step 4: Resolve Common Issues With Guided Ticket Resolution

When you open a ticket that matches a known issue such as low disk space, a print spooler problem, or a Microsoft 365 identity task, a panel suggests a fix. Every action needs your one-click approval, and each suggestion, decision, and result is recorded in a private note on the ticket. 

Open a ticket with a guided resolution and review what appears in the panel.

Step 5: Run Skills With the Syncro Service Desk Plugin

The Syncro Service Desk plugin adds four skills to your AI assistant, each working with live Syncro data: 

1. ticket-researcher searches an asset’s specs and your organization’s resolved ticket history and returns ranked diagnostic steps, 
2. doc-search finds the Doc Center article for the setting you need, 
3. onsite-visits lists a customer’s open tickets before you head out, and 
4. call-to-ticket drafts a ticket from a call and waits for your confirmation before creating anything.

 Connect the Syncro MCP server if you haven't already. Then, run the onsite-visits skill for a customer you are about to visit.