Syncro Integration

Automatically create Syncro tickets when configuration changes or backup issues are detected.

IronDiff integrates directly with Syncro to create tickets in your PSA whenever a network configuration change is detected — or when backups fail or fall behind schedule. No manual ticket creation required.

Requirements

  • Plan: Professional or Enterprise
  • Syncro API Key: Generated from your Syncro admin panel

Setup

1. Enable Syncro Integration

In the IronDiff Cloud Portal, navigate to Settings and scroll to the Syncro Integration section.

  1. Toggle Enable Syncro Sync on.

  2. Enter your Syncro Subdomain — the subdomain of your Syncro instance (e.g., if your URL is https://yourcompany.syncromsp.com, enter yourcompany).

  3. Enter your Syncro API Key — generated from your Syncro admin panel under Settings > API Tokens. The token must have access to the following endpoints:

    • Customers (Read) — used to fetch your customer list for site-to-customer mapping.
    • Tickets (Create) — used to create tickets for config changes and alerts.

    Tip: If your Syncro plan supports scoped API tokens, limit the key to only Customers (List/View) and Tickets (Create). A full-access key will work but is not recommended.

  4. Click Save Syncro Settings.

2. Test the Connection

Click Test Syncro Connection to verify that IronDiff can reach your Syncro instance with the provided credentials. You should see a success confirmation.

3. Map Sites to Syncro Customers

Click Manage Site-to-Customer Mappings to open the mapping dialog. This screen lists every IronDiff Site on the left and a dropdown of your Syncro customers on the right.

  • Match each IronDiff Site to the corresponding Syncro customer.
  • Sites set to No Mapping (Sync Disabled) will not create tickets in Syncro.
  • Use the Refresh Customer List button if you’ve recently added customers in Syncro.

4. Configure Alert Ticketing (Optional)

In addition to config-change tickets, IronDiff can create Syncro tickets for backup failures and delayed backup warnings. To enable this:

  1. In the Syncro Integration settings, select an Alert Customer from the dropdown. This is the Syncro customer that will receive alert tickets (typically your own internal company).
  2. Ensure the relevant alert toggles are enabled under Alert Settings (Alert on Failure and/or Alert on Delayed Backup).

How It Works

Config Change Tickets

Once configured, ticket creation is fully automatic:

  1. A device backup is uploaded to IronDiff (either manually via Run Now or on schedule).
  2. IronDiff detects that the configuration has changed from the previous version.
  3. If the device’s Site is mapped to a Syncro customer, IronDiff creates a ticket under that customer.

Each config-change ticket includes:

  • Subject — [IronDiff] Config change detected: <device name>
  • Site & Group — the IronDiff Site and Group for the device.
  • Portal Link — a direct link to the device diff in the IronDiff Cloud Portal.

Note: Tickets are only created when the config actually changes. If the configuration is identical to the previous version, no ticket is created.

Alert Tickets

If an Alert Customer is configured, IronDiff also creates Syncro tickets for:

  • Backup Failures — when a backup job reports device errors, a ticket is created summarizing the failed devices and linking to the IronDiff dashboard.
  • Delayed Backups — when devices haven’t been backed up within your configured threshold (e.g., 1+ days), a summary ticket is created listing the stale devices.

Alert tickets are created under the Alert Customer you selected during setup, rather than the per-site customer mappings.

Troubleshooting

  • Test Connection fails: Verify your subdomain is correct (just the subdomain, not the full URL) and that the API key is valid with full access permissions in Syncro.
  • Customers not appearing: Click Refresh Customer List in the mapping dialog. Syncro’s API paginates results, so it may take a moment to load all customers.
  • Devices not creating tickets: Ensure the device’s Site is mapped to a Syncro customer. Unmapped sites are skipped.
  • No alert tickets: Verify that an Alert Customer is selected in the Syncro settings and that the corresponding alert toggles (Alert on Failure / Alert on Delayed Backup) are enabled under Alert Settings.
  • Feature unavailable: The Syncro integration requires a Professional or Enterprise plan. Free and Standard plans will not have access to this feature.