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Setup Overview

Setting up the Syncro integration involves three steps, in this order:

1. Creating a Security Group

Create a Syncro security group with the permissions Neo needs, and assign it to a dedicated Neo user.

2. Creating an API Token

Signed in as the Neo user, generate a Custom API token.

3. Connecting to Neo Agent

Enter your Syncro URL and API token in the Neo dashboard, then verify the first sync.
The order matters. Syncro limits an API token to the permissions of the user creating it, so the security group has to exist and be assigned to the Neo user before you generate the token — otherwise the permissions you need are greyed out and cannot be ticked.
Then one optional step, which you can do at any point afterwards:

Configuring Webhooks

Create a Syncro Notification Set so ticket events reach Neo in real time instead of on the next sync.

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How Permissions Work

Neo Agent uses two layers of access control: the Syncro API token’s Custom Permissions set the maximum API access, while the Neo Agent dashboard controls what Neo actually does — which areas it can read, write, or ignore, and whether actions require technician approval. Granting a permission on the token does not mean Neo will use it. It means Neo can operate when you enable a matching capability in the dashboard.

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Prerequisites

  • Admin access to Syncro (the Admin tab)
  • An available Syncro user seat for the dedicated Neo user — see Creating an API Token for why a dedicated user matters
  • Your Syncro URL, in the form https://<subdomain>.syncromsp.com

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What Neo Does With Syncro

Real-time triggers need one manual step. Syncro has no API for creating webhooks, so Neo can’t set one up for you the way it does for ConnectWise, Autotask and HaloPSA. Until you configure the Notification Set, Neo works from its scheduled sync — everything still runs, event-triggered agents just fire on the next sync rather than instantly.

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Syncro-Specific Behaviour

A few things work differently in Syncro than in other PSAs. They affect how you build automations:
  • Statuses and priorities are labels, not IDs. Syncro has no status ID catalog, so Neo matches on the status name exactly as it appears in your Syncro settings. Renaming a status in Syncro changes what automations must reference.
  • Only statuses named starting with “Resolved” count as resolved. Syncro stamps a ticket’s resolved date only for those, so that is what Neo sets when an agent closes a ticket. If you have renamed every terminal status to something else, closing from Neo will report an error rather than silently leave the ticket open.
  • No teams or queues. Tickets are assigned to an individual user. Neo’s team-based routing does not apply.
  • No technician skills. Syncro exposes no skills or certifications, so Neo matches expertise using the AI profile built from each technician’s ticket history instead.
  • Public comments email the requester. A comment that is not marked private is customer-facing and triggers Syncro’s requester notification.