> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Connect Syncro to Neo Agent for automated ticket management and workflow automation

## Setup Overview

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

<CardGroup cols={3}>
  <Card title="1. Creating a Security Group" icon="shield-halved" href="/integrations/psa/syncro/creating-security-group">
    Create a Syncro security group with the permissions Neo needs, and assign it to a dedicated Neo user.
  </Card>

  <Card title="2. Creating an API Token" icon="key" href="/integrations/psa/syncro/creating-api-token">
    Signed in as the Neo user, generate a Custom API token.
  </Card>

  <Card title="3. Connecting to Neo Agent" icon="link" href="/integrations/psa/syncro/connecting-to-neo">
    Enter your Syncro URL and API token in the Neo dashboard, then verify the first sync.
  </Card>
</CardGroup>

<Warning>
  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.
</Warning>

Then one optional step, which you can do at any point afterwards:

<CardGroup cols={3}>
  <Card title="Configuring Webhooks" icon="bolt" href="/integrations/psa/syncro/configuring-webhooks">
    Create a Syncro Notification Set so ticket events reach Neo in real time instead of on the next sync.
  </Card>
</CardGroup>

## 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.

## Prerequisites

* **Admin access** to Syncro (the **Admin** tab)
* **An available Syncro user seat** for the dedicated Neo user — see [Creating an API Token](/integrations/psa/syncro/creating-api-token) for why a dedicated user matters
* **Your Syncro URL**, in the form `https://<subdomain>.syncromsp.com`

## What Neo Does With Syncro

| Capability              | Notes                                                                                    |
| ----------------------- | ---------------------------------------------------------------------------------------- |
| Ticket sync             | Tickets, customers, contacts, statuses and ticket types sync into Neo on a schedule.     |
| Ticket reads and writes | Create tickets, update fields, change status, merge, and resolve.                        |
| Comments                | Public comments (which Syncro emails to the requester) and internal comments.            |
| Time entries            | Read and log time against tickets.                                                       |
| Company matching        | Syncro customers become the canonical company records Neo matches other systems against. |

<Note>
  **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](/integrations/psa/syncro/configuring-webhooks), Neo works from its scheduled sync — everything still runs, event-triggered agents just fire on the next sync rather than instantly.
</Note>

## 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.