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Setup Overview

Setting up the Syncro integration involves four 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.

4. Configuring Webhooks

Create a Syncro Notification Set so ticket events reach Neo as they happen. This is the one step Neo cannot do for you.
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.
Step 4 is set up by hand, and the integration isn’t finished without it. Syncro has no API for creating webhooks, so Neo can’t create one for you the way it does for ConnectWise, Autotask and HaloPSA — you create the Notification Set yourself, once, in Syncro. Until it exists, Neo only sees ticket changes on its scheduled sync, so event-triggered agents fire on the next sync instead of the moment something happens.

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How Permissions Work

Neo Agent uses two layers of access control, and both have to allow something before it happens. The Syncro API token’s Custom Permissions decide which areas of Syncro Neo can reach at all. Within that, the Neo Agent dashboard decides what Neo actually does — which areas it reads, which it writes to, which it leaves alone, and whether an action needs technician approval first. So ticking a permission on the token does not put it to use. It makes the matching capability available to switch on in the dashboard, and until you switch it on, Neo leaves that area alone.

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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