Syncro

Tidehawk creates Syncro tickets linked to the customer that matches your Tidehawk client.

Before you start

You need the owner or admin role in Tidehawk.
Generate an API token in Syncro under Admin › API Tokens.
The token needs permission to list customers and create tickets.

What Tidehawk asks for

Field	What to enter
Subdomain	The part before `.syncromsp.com` in your Syncro URL, for example `acmemsp`
API Key	The API token generated in Syncro

Connect

Open Integrations and select Connect on the Syncro card.
Enter your Subdomain and API Key.
Select Connect Syncro →. Tidehawk calls your Syncro instance to validate the token before saving.
On Configure ticket defaults, choose a Default issue type and a Default status, then select Save & finish.
Select Test now to confirm. A working connection reports how many customers it can see.

The issue types offered are Hardware, Software, Networking, Security, Backup, Cloud and Other. The statuses offered are New, In Progress, Waiting for Parts, Customer Reply and Resolved.

What a Tidehawk ticket looks like

A ticket with the subject SSL certificate expires in 12 days — mail.example.co.uk (Acme Ltd), or Domain expires in 12 days — example.co.uk (Acme Ltd).

The body is plain text, because the Syncro ticket API takes plain text. It opens with a status line such as CRITICAL · Expires in 5 days, lists the client, the certificate or domain and the expiry date, and ends with a link back into Tidehawk.

The ticket takes your default issue type and status, falling back to Other and New if you saved neither. The alert’s urgency sets the Syncro priority: critical alerts become Critical, high become High, normal become Medium.

The customer is matched by name. Syncro customers with a business name are matched on that; individual customers are matched on their first and last name joined together.

Closing

Syncro tickets are not closed by Tidehawk. The adapter has no verified close path, so when the certificate or domain is renewed Tidehawk resolves its own alert, records that the provider is unsupported for closing, and leaves the ticket for you.

If you want renewed items to leave your Syncro queue automatically, that has to be handled with your own Syncro automation.

Tokens and expiry

Syncro API tokens do not expire on a schedule, so there is nothing to refresh. Tidehawk re-validates the token in the background by listing one customer. A revoked or rotated token turns the Integrations card to Connection error, and you reconnect with a new token.

Limitations

No automatic ticket closing.
The customer list is read in pages of 250 and cached for an hour, so a customer added or renamed in Syncro may take up to an hour to match.
Client matching is exact and case-insensitive. A Tidehawk client whose name differs from the Syncro customer still raises a ticket, without a customer attached.
Only tenants on *.syncromsp.com can be connected.