Syncro PSA Webhook Integration

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

Step-by-Step Configuration

Step 1: 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 2: 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 3: 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 and creates the SOP article in Hudu. If unchecked, Ticket2Doc silently ignores the webhook.