Syncro PSA Webhook Integration

Connecting Syncro PSA to Ticket2Doc takes less than three minutes. Follow these steps to configure your API token permissions, ticket custom field, and webhook notification rule.

Step-by-Step Configuration

Step 1: Create a Syncro API Token & Set Permissions

To allow Ticket2Doc to fetch ticket details and automatically add a private note with the generated Hudu SOP link back to the Syncro ticket:

1. Log into Syncro PSA as an Administrator.
2. Navigate to More ➔ Admin ➔ API Tokens (or Admin ➔ API Tokens).
3. Click + New Token and choose Custom Permissions.
4. Set a name for the token (e.g., Ticket2Doc Integration).
5. Enable the following required permissions:
   • Customers - List/Search
   • Customers - View Detail
   • Tickets - List/Search
   • Tickets - View Details
   • Tickets - Edit
   • Ticket Comments - New (required to post private notes with Hudu SOP links back to the ticket)
6. Copy the generated API Key and your Syncro Subdomain (e.g. acmemsp from https://acmemsp.syncromsp.com).
7. Enter these in your Ticket2Doc Portal Settings.

Step 2: Create the “Create SOP Draft” Custom Field in Syncro

1. Log into Syncro PSA as an Administrator.
2. Navigate to More ➔ Admin ➔ Ticket Custom Fields.
3. Click + New Field Set (or edit an existing Ticket Field Set).
4. Add a new field with the exact name: Create SOP Draft
5. Set the field type to Checkbox (or Boolean).
6. Save the Custom Field.

Step 3: Obtain your Ticket2Doc Webhook URL & Secret Token

1. Log into your Ticket2Doc Portal.
2. Go to Settings ➔ Integrations ➔ Syncro PSA.
3. Copy your unique Webhook Receiver Endpoint:

   https://portal.ticket2doc.com/api/v1/webhooks/syncro
   

4. Copy your Secret Webhook Token.

Step 4: Add Webhook Rule in Syncro Notification Center

1. Log into Syncro PSA as an Administrator.
2. Navigate to Admin ➔ Notification Center ➔ New Notification Rule.
3. Fill out the rule details:
   • Event Trigger: Ticket - was resolved (or Ticket - Status was changed on any Ticket).
   • Action Type: Select Webhook (or POST to URL).
   • Webhook URL: Paste your unique Ticket2Doc webhook URL.
4. Click Save Notification Rule.

How to Trigger SOP Generation on a Ticket

1. Open the ticket in Syncro PSA resolved with technician notes.
2. Scroll to the Custom Fields section on the ticket detail page.
3. Check the Create SOP Draft checkbox ([x] Create SOP Draft).
4. Ensure the technician has written detailed resolution notes.
5. Update ticket status to Resolved.

💡 How it Works: When the webhook fires, Ticket2Doc checks if the Create SOP Draft checkbox is enabled. If checked, Ticket2Doc sanitizes the notes, creates the SOP article in Hudu, and posts a private note back to the Syncro ticket with the Hudu article link. If unchecked, Ticket2Doc silently ignores the webhook.