Support Fusion Blog

Syncro integration setup guide

Written by Stephen Rudakov | Sep 17, 2025 10:35:59 PM

This document outlines the required Syncro configuration steps to enable integration via Support Fusion. Complete these steps in your Syncro instance before configuring the connection in Support Fusion.

Prerequisites

  • Syncro instance administrator access
  • Knowledge of Syncro user management and API configuration
  • Understanding of Syncro security groups and permissions

Step 1: Create API Integration User

This dedicated user account will be used by Support Fusion to authenticate with your Syncro instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on tickets) will appear in Syncro audit logs and activity feeds as being performed by this user.

1.1 Create Security Group with API Permissions

  1. Navigate to Admin > Syncro Administration - Security Groups in Syncro
  2. Click +New Group to create a dedicated security group
  3. Group Name: Support Fusion Integration
  4. Access Type: Select All Customers (required for full API access)

1.2 Select Access Type

Choose the appropriate access type for your integration needs:

Option 1: All Customers

  • Select All Customers if you want Support Fusion to sync tickets for all organisations in your Syncro instance

Option 2: Select Customers

  • Select Select Customers if you only want to grant Support Fusion access to sync specific organisations
  • Use the list builder to move selected organisations to the Accessible panel using Add → and ← Remove buttons
  • Note: This access type has limitations and reduces Syncro functionality for the API user
  • Only choose this option if you have specific security requirements to restrict access

1.3 Configure Required Permissions

In the Security Group configuration, enable the following permissions:


Organizations:

  • ☑️ List/Search: Required to retrieve customer information
  • ☑️ View Detail: Required to access customer details for ticket assignment

Assets:

  • ☑️ List/Search: Required to retrieve asset information for ticket context
  • ☑️ View Details: Required to access asset details when linking to tickets

Tickets:

  • ☑️ Create: Required to create new tickets
  • ☑️ Edit: Required to update existing tickets
  • ☑️ List/Search: Required to search and retrieve tickets
  • ☑️ View Details: Required to read ticket information
  • ☑️ Use Ticket Charges: Required for billing integration (if applicable)

Ticket Comments:

  • ☑️ New: Required to add comments to tickets

Ticket Attachments:

  • ☑️ View: Required to read and sync attachments

Tags:

  • ☑️ End User Tags: Required to access and sync contact tags
  • ☑️ Organization Tags: Required to access and sync customer tags
  • ☑️ Ticket Tags: Required to access and sync ticket tags
  1. Save the security group

1.4 Create New User Account

  1. Navigate to Admin > Users in Syncro
  2. Click Add User to create a new user
  3. Fill in the required fields:
    • Email: Use a monitored email addresss
    • First Name: Support
    • Last Name: Fusion
    • Security Group: Select the "Support Fusion Integration" group created in Step 1.2
    • Active: Check this box
    • Two-Factor Authentication: Configure according to your security policies
  4. Save the user record
  5. Note the email address - you'll need this for API token generation

Step 2: Generate API Token

2.1 Access API Token Management

  1. Log into Syncro using the Support Fusion user account created in Step 1.4
  2. Navigate to Admin > API - API Tokens (Admin may be under the More menu)
  3. In the upper right, click +New Token

2.2 Configure API Token

  1. Click the Custom Permissions subtab
  2. Fill in the token details:
    • Name: Support Fusion Integration
    • Expiration date: Leave blank for no expiration, or set according to your security policies

2.3 Set Token Permissions

Check the boxes next to the required permissions:

Organizations:

  • ☑️ List/Search
  • ☑️ View Detail

Assets:

  • ☑️ List/Search
  • ☑️ View Details

Tickets:

  • ☑️ Create
  • ☑️ Edit
  • ☑️ List/Search
  • ☑️ View Details

Ticket Comments:

  • ☑️ New

Ticket Attachments:

  • ☑️ View

Products:

  • ☑️ List/Search

Tags:

  • ☑️ End User Tags
  • ☑️ Organization Tags
  • ☑️ Ticket Tags

2.4 Generate and Secure Token

  1. Scroll to the bottom and click Create API Token
  2. CRITICAL: Copy the generated API token immediately - it will only be displayed once
  3. Store the token securely - you'll need it for Support Fusion configuration
  4. Click Done

2.5 Record API Credentials

Make note of the following values - you'll need them for Support Fusion configuration:

  • API Token: The generated token from Step 2.4
  • Syncro Subdomain: Your Syncro instance subdomain (e.g., if your URL is https://yourcompany.syncromsp.com, your subdomain is "yourcompany")

Step 3: Verify API Access (optional)

3.1 Test API Connectivity

Before proceeding to Support Fusion configuration, verify your API setup using the Syncro API documentation:

  1. Navigate to Admin > API - Documentation in Syncro, or visit https://api-docs.syncromsp.com/
  2. In the Server Variables section, enter your Syncro subdomain
  3. Click Authorize, paste your API token into the Value field
  4. Click Authorize, then Close

3.2 Test Required Endpoints

Test the following endpoints to ensure proper access:

Test Ticket Access:

  1. Click on GET /tickets endpoint
  2. Click Try It Out, then Execute
  3. Verify you receive a successful response (HTTP 200)

Test Customer Access:

  1. Click on GET /customers endpoint
  2. Click Try It Out, then Execute
  3. Verify you receive customer data

Test Users Access:

  1. Click on GET /users endpoint
  2. Click Try It Out, then Execute
  3. Verify you can retrieve user information

Next Steps

Once you have completed these Syncro configuration steps, you can proceed to configure the Syncro integration in Support Fusion:

Support Fusion Configuration

  1. Navigate to Settings in Support Fusion
  2. Select Syncro from the platform dropdown
  3. Enter your configuration details:
    • Syncro Subdomain: Your subdomain (e.g., "yourcompany" from yourcompany.syncromsp.com)
    • API Token: The token generated in Step 2.4
  4. Click Test Connection to verify the integration
  5. Once successful, click Save Configuration

Troubleshooting

Common Issues:

Authentication Failed:

  • Verify the API token was copied completely without extra characters
  • Confirm the user account has the correct security group assigned
  • Check that the subdomain is correct

Permission Denied:

  • Review the security group permissions match those listed in Step 1.2
  • Ensure the API token was generated with the correct custom permissions
  • Verify the user account is active and not disabled

Invalid Subdomain:

  • Ensure there are no extra spaces or characters
  • Verify the subdomain matches your actual Syncro URL
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