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SyncroMSP setup

Create a scoped API token, connect it, map customers.

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Connect SyncroMSP so BackupSentinel incidents open, update and resolve Syncro tickets. How tickets behave is described in PSA ticketing.

Before you start

You need a Syncro administrator, and BackupSentinel's Growth or Pro plan (or the free trial).

1. Create an API token in Syncro

  1. In Syncro, open Admin → API → API Tokens and choose New Token, then Custom Permissions.
  2. Name it, for example BackupSentinel, and set an expiry date you will remember: when the token expires, tickets stop until you enter a new one.
  3. Allow exactly these permissions:
    • Customers - List/Search
    • Tickets - List/Search
    • Tickets - View Details
    • Tickets - Create
    • Tickets - Edit (notes, status and priority changes)
  4. Create it and copy the token. Syncro shows it once.

2. Connect it in BackupSentinel

In Settings → Integrations → PSA ticketing → Syncro, enter your Syncro subdomain (yourcompany from yourcompany.syncromsp.com) and the API token, then choose Connect and test.

3. Map and switch on

MappingNotes
Issue typeRequired: Syncro's problem type for new tickets, for example Software.
Status for new ticketsRequired, usually New.
Status when the backup recoversUsually Resolved. Leave empty to only add a note.
Status when an incident is reopenedAn open status, e.g. In Progress.
PrioritiesOne for failures and missing backups, one for warnings, from your Syncro priorities.

Statuses, issue types and priorities are read from your Syncro settings, custom ones included.

Then map clients to Syncro customers and switch on, as in PSA ticketing.

Good to know

  • Nothing is emailed to your customer. The ticket's description and every note BackupSentinel adds are sent with Syncro's "do not email" flag. The description is a hidden comment; notes are hidden unless you turn Keep notes internal off.
  • Syncro allows 180 API requests a minute per IP address. Ticket updates for one connection are sent one at a time, and BackupSentinel backs off on HTTP 429.
  • The ticket number shown in BackupSentinel is Syncro's ticket number; the link opens the ticket at yourcompany.syncromsp.com/tickets/<id>.
  • Each ticket's subject carries the incident reference (BS-…), so a retry after a timeout finds the ticket it created instead of opening a second one.