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Integrating Syncro to ServiceAI

Ricky Cecchini
  • Updated

Connecting your Syncro instance to CloudRadial ServiceAI enables you to import tickets and documentation for summarization, analysis, recommendations, and more.  

Follow the instructions below to learn how to set up the API member for ServiceAI:

Creating and Configuring an API Key in Syncro

  1. Log in to your Syncro instance
  2. Click on your user name at the top right to show your profile options
  3. Click on Profile/Password to show your details
  4. Select the API Tokens link just underneath your name
  5. Select the + New Token button at the top right
  6. Select the Custom Permissions tab
  7. Set the following settings:
    1. Name Field: ServiceAI
    2. Expiration Field: Leave this blank
    3. Check off 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.
        • Assets
          • Assets - View Details
          • Assets - List/Search
        • Customers
          • Customers - List/Search
          • Customers - View Detail
        • Products
          • Products - List/Search
        • Tickets
          • Tickets - List/Search
          • Tickets - View Details
          • Tickets - View 'Their Ticket' Details (assigned to them)
        • Ticket Comments
          • Ticket Comments - New
          • Ticket Comments - Delete
        • Documentation
          • Documentation - Allow Usage
          • Documentation - Create
          • Documentation - Edit
  8. Click the Create API Token button at the bottom
  9. Copy the API key and store it for use in the next step
  10. Press Done to finish the API key creation process

Configuring Ticket Systems in ServiceAI

Ticket Systems are the ServiceAI mechanism for gathering and analyzing ticket data for various functions. This is a core requirement to get the most value and insights from ServiceAI.

  1. Log in to ServiceAI and select the Settings gear at the top
  2. In the Overview tab, where you will land by default, select the + Add Integration button on the right
  3. Under Integration Type, select Tickets and Syncro as your ticketing system and enter the required fields:
    • Syncro Subdomain URL: Enter your Syncro instance subdomain URL (e.g., https://yourcompany.syncromsp.com)
    • API Key: Enter your API key created from the previous steps
  4. Select Test Connection to ensure that the system is correctly provisioned for the setup of your Syncro data to ServiceAI.

Select Save Changes at the bottom to finalize your setup.

Configuring Article Systems

Article Systems are the ServiceAI mechanism for writing knowledge base articles to your KB of choice, which can help build a robust system of processes and information for end users and internal users alike.

  1. Log in to ServiceAI and select the Settings gear at the top
  2. Select the Setup button
  3. Under Article System Configuration, select Syncro and enter the required fields:
    • Syncro Subdomain URL: Enter your Syncro instance subdomain URL (e.g., https://yourcompany.syncromsp.com)
    • API Key: Enter your API key created from the previous steps
  4. Select Save Changes to finalize the setup of Syncro to ServiceAI.

In a few minutes, knowledge base data will begin to sync into the system.

Using Triage With Syncro

Once your Syncro ticket system is configured, ServiceAI's Triage feature can process incoming Syncro tickets automatically. Syncro triage uses the Unified Triage Rules model — a single set of rules drives routing, categorization, and assignment decisions in one combined AI analysis per ticket.

Webhook Setup (Manual)

Syncro uses a manual webhook configuration through Syncro's Notification Center. ServiceAI generates a webhook URL and a shared secret that you copy into Syncro.

  1. In ServiceAI, go to Settings > Triage Settings and enable Triage
  2. Locate the Webhook Setup section. Copy the webhook URL using the Copy URL button
  3. In Syncro, open the Notification Center and create a webhook notification for ticket created and ticket updated events that POSTs to the copied URL
  4. If you regenerate the secret in ServiceAI, the new URL becomes active immediately — update the Notification Center webhook before the next ticket arrives

Saving Triage Settings does not rotate the secret — only the Regenerate Secret button does.

Syncro-Specific Triage Behavior

  • Routing decisions reference Syncro's Problem Type field for filtering and categorization
  • Picklist values for problem type and other ticket fields are auto-discovered from your Syncro instance; no manual list maintenance is required
  • Syncro test webhooks (for example, ticket ID 999999 from "Send Test") are silently accepted but not triaged
  • Triage posts its decision as a private comment on the ticket. The Fast Feedback agent summary now also includes Related tickets and Related KB articles sections with Syncro-native clickable links so the assigned technician can jump straight to similar past tickets or relevant Syncro documentation.

For full details on enabling Triage, building rule sets, and viewing triage results, see All About ServiceAI's Triage Feature. For webhook diagnostics, see Troubleshooting Triage Webhook Configuration.

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