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Syncro integration setup guide

Covers the Syncro configuration you need to complete before setting up the integration in Support Fusion.

This guide covers the Syncro configuration you need to complete before setting up the integration in Support Fusion.

Prerequisites

  • Administrator access to your Syncro instance.

  • Familiarity with Syncro user management and API configuration.

  • Familiarity with Syncro security groups and permissions.

Step 1: Create a security group and user

Create a security group that defines what the integration can do, then a user assigned to it. This keeps the integration's access scoped and attributable to one account.

  1. Navigate to Admin > Syncro Administration - Security Groups and select +New Group.

  2. Set the group name to Support Fusion Integration and an access type of All Customers for full access, or Select Customers to restrict it to specific organisations.

  3. Enable these permissions, then save the group:

    • Organizations and Assets: List/Search and View Detail.

    • Tickets: Create, Edit, List/Search, and View Details (plus Use Ticket Charges if you sync billing).

    • Ticket Comments: New. Ticket Attachments: View.

    • Tags: End User Tags, Organization Tags, and Ticket Tags.

  4. Navigate to Admin > Users, select Add User, and create a user with a monitored email, First Name Support, Last Name Fusion, the Support Fusion Integration security group, and Active ticked. Set two-factor authentication per your policy, then save.

Step 2: Generate an API token

The token is generated from the integration user's own login, so sign in as that user first.

  1. Sign in as the integration user and navigate to Admin > API - API Tokens, then select +New Token.

  2. On the Custom Permissions subtab, set the name to Support Fusion Integration and an expiration date (leave blank for none).

  3. Tick the same permissions you set on the security group, plus Products: List/Search.

  4. Select Create API Token, copy the token, and store it securely. Select Done.

Important: The token is shown only once. Copy it before leaving the page; if you lose it you'll need to create a new one.

You now have your subdomain (the part before .syncromsp.com) and the API token. Optionally, you can verify access in the Syncro API documentation (Admin > API - Documentation) by authorising with your subdomain and token and testing the tickets, customers, and users endpoints.

Next steps

With Syncro configured, set up the integration in Support Fusion from Settings: choose Syncro, then enter your subdomain (for example yourcompany) and the API token. Test the connection, then save the configuration. For the per-relationship settings, see Syncro integration.

Troubleshooting

Authentication failed. Check that the token was copied in full, that the user has the correct security group, and that the subdomain is right.

Permission denied. Confirm the security group and the token permissions match step 1 and step 2, and that the user is active.

Invalid subdomain. Enter only the subdomain, with no extra spaces, and check it matches your Syncro URL.

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