MSP & Repair Shop Integration

Turn Every Call Into A Syncro Ticket

Marlie AI answers every client and walk-in call 24/7, qualifies the issue, and creates Customers and Tickets in Syncro with the right asset, priority, and notes attached.

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A 24/7 phone front-door for MSPs and repair shops on Syncro

MSPs and repair shops live and die on inbound calls. Existing clients calling with a printer down, a sick laptop, or a server alarm need fast triage. New customers comparing shops typically call the first one that picks up — and that's where most shops lose business.

Marlie AI plugs into Syncro so every call is answered. Existing clients are matched to their Syncro Customer record, tickets are created on the right asset with priority and notes, and after-hours urgent issues route to your on-call tech. New customers walking in by phone get qualified, quoted, and pushed into Syncro ready for booking.

What You Get with Marlie + Syncro

Everything you need to connect your phone calls with Syncro — fully automated, zero manual work.

Auto-Create Customers & Tickets

Every inbound caller becomes a Syncro Customer (if new) and a Ticket on the right asset, with the issue summary pre-filled.

Priority & SLA Routing

Marlie sets ticket priority based on issue type — outage, slow, request — and respects your SLA tiers for managed clients.

Asset Lookup

Marlie matches callers to their Syncro Customer and known assets so tickets land on the right device, not as orphan records.

After-Hours Triage

Urgent service requests are routed to your on-call tech via SMS or live transfer; non-urgent issues are queued for the morning.

Call Notes & Recordings

Every call summary, transcript, and recording link is attached to the Syncro ticket so your tech has full context.

Smart Deduplication

Returning callers update existing Syncro Customers and add a new ticket — never duplicating customer records.

How It Works

Get up and running with Syncro in minutes — no coding required.

Connect Syncro

Authenticate Syncro from the Marlie dashboard with your subdomain and API key. Marlie reads Customers, Assets, and Tickets in seconds.

Map Issues, Priorities & Assets

Define which call intents map to which Syncro ticket types and priorities, and how Marlie should handle managed vs. break-fix clients.

Marlie Answers 24/7

Inbound calls are answered, callers are identified, issues are qualified, and Marlie either books, escalates, or transfers as configured.

Syncro Stays Current

New tickets land in Syncro on the right Customer and asset with full notes attached. Your techs see a clean queue.

Built for Real Scenarios

See how businesses use Marlie + Syncro to capture more leads and streamline operations.

After-Hours Outages

Scenario

A managed client calls at 11 PM saying email is down for 30 staff. Your day team is offline.

Outcome

Marlie identifies the customer, qualifies the outage as P1, creates the Syncro ticket, and live-transfers to your on-call tech with full context.

Walk-In Repair Shops

Scenario

A computer repair shop fields constant phone calls about laptop screens, virus removal, and pickup status while staff are at the bench.

Outcome

Marlie qualifies the issue, quotes from your service catalog, books the drop-off, and creates the Syncro ticket and customer record before they walk in.

Status Update Calls

Scenario

Customers call to ask 'is my computer ready?' all day, interrupting techs.

Outcome

Marlie looks up the ticket in Syncro, gives the current status, and only escalates to a tech when the customer needs more than the status itself.

Frequently Asked Questions

Common questions about the Marlie AI + Syncro integration.

Which Syncro plans does this work with?

Any Syncro plan with API access is supported. Marlie uses the Syncro REST API to read and write Customers, Assets, Tickets, Comments, and Time Entries.

Can Marlie set ticket priority and SLA correctly?

Yes. You can map call intents — outage, slow, password reset, hardware — to Syncro ticket priorities and ensure managed clients get the right SLA.

How does Marlie handle existing customers?

Marlie matches callers to existing Syncro Customers by phone and email, then adds a new ticket on the matching Asset instead of creating duplicates.

Can Marlie escalate after-hours urgent issues?

Yes. You configure which call intents qualify as urgent service requests; Marlie routes those to your on-call tech via live transfer or SMS while logging the ticket.

Are call recordings stored in Syncro?

Transcripts and summaries are written into the Syncro ticket as a comment. Full recordings stay in Marlie and are linked from the comment.

Can Marlie quote from our service catalog?

Yes. You can sync your common service items and prices, and Marlie will quote from them on calls without overcommitting on anything that needs human review.