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
Navigate to Admin > Syncro Administration - Security Groups in Syncro
Click +New Group to create a dedicated security group
Group Name: Support Fusion Integration
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
Save the security group.
1.4 Create New User Account
Navigate to Admin > Users in Syncro
Click Add User to create a new user
Fill in the required fields:
Email: Use a monitored email address
First Name: Support
Last Name: Fusion
Security Group: Select the "Support Fusion Integration" group created in Step 1.1
Active: Check this box
Two-Factor Authentication: Configure according to your security policies
Save the user record
Note the email address - you'll need this for API token generation
Step 2: Generate API Token
2.1 Access API Token Management
Log into Syncro using the Support Fusion user account created in Step 1.4
Navigate to Admin > API - API Tokens (Admin may be under the More menu)
In the upper right, click +New Token
2.2 Configure API Token
Click the Custom Permissions subtab
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
Scroll to the bottom and click Create API Token
CRITICAL: Copy the generated API token immediately - it will only be displayed once
Store the token securely - you'll need it for Support Fusion configuration
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:
Navigate to Admin > API - Documentation in Syncro, or visit https://api-docs.syncromsp.com/
In the Server Variables section, enter your Syncro subdomain
Click Authorize, paste your API token into the Value field
Click Authorize, then Close
3.2 Test Required Endpoints
Test the following endpoints to ensure proper access:
Test Ticket Access: Click on GET /tickets, click Try It Out then Execute, and verify you receive a successful response (HTTP 200)
Test Customer Access: Click on GET /customers, click Try It Out then Execute, and verify you receive customer data
Test Users Access: Click on GET /users, click Try It Out then Execute, and 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:
Navigate to Settings in Support Fusion
Select Syncro from the platform dropdown
Enter your configuration details:
Syncro Subdomain: Your subdomain (e.g., "yourcompany" from yourcompany.syncromsp.com)
API Token: The token generated in Step 2.4
Click Test Connection to verify the integration
Once successful, click Save Configuration
Troubleshooting
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 1.3
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