Setting Up the Syncro/Repairshopr API Integration with CloudRadial

Connecting your Syncro/Repairshopr instance to your CloudRadial tenant allows you to submit tickets from CloudRadial to Syncro/Repairshopr as a part of your client portal experience.

Since both the steps to implement and currently supported features are identical, they share the same instructions (henceforth referred to only Syncro integration in this article for simplicity). 

 Currently, CloudRadial fully supports the Syncro API including the following features:

• Selection of Syncro as a supported PSA
• Matching Syncro companies to CloudRadial companies
• Syncing contacts between Syncro and CloudRadial
• Updating Syncro contacts from Office 365
• API submission of tickets
• Ticket viewing and searching
• Ticket updates with feedback
• User notes viewing
• User file upload
• Invoice viewing and the ability to open into Syncro portal
• Workflow for company admin approvals

If you were previously using the initial Syncro integration, please note that the required rights have changed and you will need to update the PSA settings on the Partner Settings page.

Connecting Syncro

To get Syncro connected to CloudRadial, we'll follow three steps:

1. Creating and configuring an API key
2. Tying the API key into CloudRadial
3. Tying Syncro to specific companies in CloudRadial

Step 1: Creating and Configuring an API Key

Why are we doing this? To integrate with the Syncro PSA, you will need your domain prefix and an API key to ensure a data connection between both platforms. Your API key can be generated and obtained by following the steps listed below. 

1. Log into your Syncro instance
2. Click on your user name to show your profile options
3. Click on Profile/Password to show your details
   
                                                     
   
   
4. Click on the API Tokens link just underneath your name
                                                
5. Click on the +New Token button at the top right 
6. Click on the Custom Permissions tab
7. Name the API "CloudRadial" or similar to identify that this is the API syncing with CloudRadial
8. Leave the Expiration date field blank to have the API work indefinitely - you can always disable later if needed
9. Tick the boxes with the required rights listed below. Note that these are the required rights and are subject to change as the API with Syncro evolves.
   
   
   • Customers - Create
   • Customers - List/Search
   • Customers - View Detail
   • Customers - View Total Invoiced
   • Customers - Edit
   • Invoices - List/Search
   • Invoices - View Details
   • Tickets - List/Search
   • Tickets - View Details
   • Tickets - Use Ticket Charges
   • Tickets - View 'Their Ticket' Details (assigned to them)
   • Tickets - Create
   • Tickets - Edit
   • Ticket Comments - New
   • Leads - List/Search
     
     
10. Click the Create API Token button at the bottom
11. Copy the API key and store it for use in the next step
12. Press Done to finish the API key creation process
    
    

Step 2: Tying the API Key into CloudRadial

Why are we doing this? Once we have the right permissions tied to the API key, we'll need to enter it into your CloudRadial instance to secure the connection.

1. Log into your CloudRadial tenant
2. Go to Partner > Settings and click on "PSA" under Setup in the right-hand column 
3. Select Syncro for the PSA
4. Fill out the first Connection Information section
   • Enter the URL from your instance (example: https://cloudradial.syncromsp.com)
   • Enter the API key copied from the earlier step
   • Press Test Credentials to ensure the connection is secured
     
     

Setting up the Ticket Settings section

• For Statuses for "Client Closed / Ticket is Resolved":
  List one or more statuses that indicate the ticket is closed and should be marked as such. Tickets matching this status (or statuses) will display under the Closed tab within the ticket view under Support > Support Tickets.
  
  
• For Statuses for "Ticket Waiting":  
  Ensure that CloudRadial will flag the status(es) listed here as needing attention. Typically, this is used for approval workflows to let people know there is an action to be taken (such as approve, deny, escalate, etc). These statuses must already exist in the PSA. This will do the following:
  • • Make the status appear orange in the Support > Support Tickets area for better visibility
    • Allow the ticket with the waiting status to show up under the Waiting tab for better visibility
      
      
      
      
• For "Client Comments":
  Sets the status to whatever is filled in this field, should a client comment on a ticket from within the portal.
  
  
• For Exclude Ticket Statuses:
  Select any statuses to be invisible within the portal and therefore NOT display in the ticket view area.
  
  
• For Default Location (for RepairShopr only)
  Enter the numeric location identifier for tickets.
  
  
• For Priority for "User Priority":
  Set the default priority level for users marked as "priority". More information on this can be found in this article.
• For Other Settings, Send email advisories on failed ticket submissions?:
  As a best practice, we recommend having these go to an individual or distribution group. Sending advisories to a catch-all PSA email address, like a support email, can work - however, be advised that advisory emails will not be attributed to the submitting user and will need to be manually attributed.

  Please note: Advisory emails are not intended to fix errors in submission. They are there as stopgaps to ensure that a user's ticket makes it to the Partner while giving the Partner ample time to fix the routing issue(s) in CloudRadial.

Finally, select the Submit button to lock in the settings

Step 3: Tying Syncro to Specific Companies in CloudRadial

Why are we doing this? We need to use identifiers to help CloudRadial link specific companies in the portal to companies in Syncro.

1. Navigate to Partner > Clients in CloudRadial
2. Click on the 3 blue dots on an existing client
3. Click Edit
   
                          
              
   
4. Once in the Company editing panel, look for the PSA Company Identifier field
   
   • Note:  Steps 4-8 apply both when editing an existing client in CloudRadial or when adding a brand new one
5. Use the Lookup button to find their company identifier in Syncro
6. Press enter on the blank field to load entries, or type the first few letters of the company you're trying to find and then press enter
   
   
   
   
7. Click on the corresponding company 
8. The ID will now be in place. Click Submit at the bottom of the panel 

The data from Syncro will now be flowing into the relevant (and currently supported) areas of CloudRadial. 

Setup is complete - simply repeat the ID entry steps for any loaded up clients or for new clients added to the portal.