Syncro: tickets, SLAs, labor and alerts in one platform

Skills you'll practise

• Predict how a Syncro ticket's status changes from customer replies, communication updates and invoicing
• Describe what a Syncro SLA measures, how it pauses and how it reaches a ticket
• Record billable and non-billable time with labor rates, the Communications section or the ticket timer
• Explain how Prepay Hours are sold and consumed, and what happens when they run out
• Handle RMM alerts: create tickets, avoid duplicates, and use Auto-Resolve and automated remediation safely

Course outline

1. 1.Tickets and statusesLesson · 15 min
2. 2.SLAs and contractsLesson · 15 min
3. 3.Labor, invoicing and RMM alertsLesson · 20 min
4. 4.Syncro: tickets, SLAs, labor and alerts in one platform: knowledge checkKnowledge check · 14 questions
5. 5.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• Syncro documentation: How Tickets Can Be Created
• Syncro documentation: How Ticket Statuses Change
• Syncro documentation: Work with Service Level Agreements (SLAs)
• Syncro documentation: Create a Contract
• Syncro documentation: Add Billable Time to a Ticket
• Syncro documentation: Prepare an Invoice from Ticket Charges
• Syncro documentation: Work with Prepay (Block) Hours
• Syncro documentation: View & Act on Generated Alerts
• Syncro documentation: Work in Syncro's Policy Builder (alert and Auto-Resolve options)
• Syncro documentation: Automated Remediation