claudetools/.claude/commands/syncro.md

/syncro — Syncro PSA ticket management

Create, update, close, comment on, and bill tickets in Syncro PSA.

Usage

/syncro                                  Show open tickets summary
/syncro ticket <number>                  View ticket details + comments
/syncro create <customer> <subject>      Create new ticket
/syncro update <number> <status>         Update ticket status
/syncro close <number>                   Close/resolve a ticket
/syncro comment <number> <text>          Add a comment to a ticket
/syncro bill <number>                    Create invoice from ticket time entries
/syncro search <query>                   Search tickets by subject/customer
/syncro customers <query>                Search customers

API Configuration

Base URL: https://computerguru.syncromsp.com/api/v1 API Key: SOPS vault msp-tools/syncro.sops.yaml → credentials.credential Rate limit: 180 requests/minute per IP Docs: https://api-docs.syncromsp.com/

Implementation

When invoked, use the Syncro REST API via curl. All requests include ?api_key=<key> as query parameter (NOT in header — Syncro uses query param auth).

Get API key

API_KEY=$(bash D:/vault/scripts/vault.sh get-field msp-tools/syncro.sops.yaml credentials.credential)
BASE="https://computerguru.syncromsp.com/api/v1"

If vault.sh get-field fails (yq not installed), fall back to:

API_KEY=$(sops -d D:/vault/msp-tools/syncro.sops.yaml | py -c "import sys,yaml; print(yaml.safe_load(sys.stdin)['credentials']['credential'])")

Endpoints reference

Tickets

Operation	Method	Endpoint	Body
List tickets	GET	/tickets?status=<status>&per_page=25	—
Get ticket	GET	/tickets/<id>	—
Create ticket	POST	/tickets	{"customer_id": N, "subject": "...", "problem_type": "...", "status": "New"}
Update ticket	PUT	/tickets/<id>	{"status": "In Progress", "priority": "..."}
Delete ticket	DELETE	/tickets/<id>	—

Ticket statuses: New, In Progress, Waiting on Customer, Waiting on Vendor, Scheduled, Resolved, Invoiced, Closed

Ticket fields (create/update):

• customer_id (required for create)
• subject (required for create)
• problem_type (string, free-form)
• status (string, one of the statuses above)
• priority (string)
• due_date (ISO date)
• user_id (assign to tech)
• contact_id (customer contact)
• ticket_type_id (ticket category)

Comments

Operation	Method	Endpoint	Body
Add comment	POST	/tickets/<id>/comment	{"subject": "Update", "body": "...", "hidden": false, "do_not_email": false}

Comment fields:

• subject — comment header (e.g., "Update", "Resolution", "Internal Note")
• body — comment text (HTML supported)
• hidden — if true, internal-only (customer can't see)
• do_not_email — if true, don't email customer about this comment

WARNING: The comment endpoint accepts but silently ignores product_id, minutes_spent, and bill_time_now fields — they are not saved. Verified 2026-04-20. Always use the timer_entry endpoint to log time.

Customers

Operation	Method	Endpoint
List/search	GET	/customers?query=<search>&per_page=25
Get customer	GET	/customers/<id>
Create customer	POST	/customers

Timer Entries (add time to ticket)

Operation	Method	Endpoint	Body
Add time	POST	/tickets/<id>/timer_entry	{"start_at": "ISO8601", "end_at": "ISO8601", "notes": "...", "billable": true, "product_id": N}
List timers	GET	/ticket_timers?ticket_id=<id>

IMPORTANT: product_id must be a labor product, not an invoice product. Common labor products:

• 1190473 — Labor - Remote Business (standard remote work)
• 26118 — Labor - Onsite Business
• 26184 — Labor - Emergency or After Hours Business
• 9269129 — Labor - Prepaid Project Labor
• 9269124 — Labor - Internal Labor
• 26117 — Fee - Travel Time
• 68055 — Labor - Website Labor

Invoices

Operation	Method	Endpoint	Body
List invoices	GET	/invoices?per_page=25
Get invoice	GET	/invoices/<id>
Create from ticket	POST	/invoices	{"ticket_id": N, "customer_id": N, "category": "Standard"}
Delete invoice	DELETE	/invoices/<id>	—

"Make Invoice" flow: Timer entries on the ticket become invoice line items when you POST /invoices with the ticket_id. This is the equivalent of clicking "Make Invoice" in the GUI.

Invoice Line Items

Operation	Method	Endpoint	Body
Add line item	POST	/invoices/<id>/line_items	{"item": "...", "quantity": 1, "price": 125.00, "product_id": N}

Display formatting

When showing ticket lists, format as:

#32164  New        Jerry Burger           Own cloud thing again
#32163  New        LeeAnn Parkinson       Remote - Jim cant access his email
#32162  Invoiced   Len's Auto Brokerage   Server upgrade

When showing ticket detail, include:

• Ticket number, subject, status, priority
• Customer name + contact
• Created date, due date, last updated
• Assigned tech
• Comments (most recent first, truncated to last 5)
• Time entries if any
• Billing status

Billing workflow

ALWAYS ask the user for minutes and labor type before logging any time entry. Never assume a default. ALWAYS show a preview of the ticket comment/notes to the user before posting. Wait for confirmation.

When /syncro bill <number> is called:

1. Get ticket details
2. Ask: "How many minutes should I bill, and what labor type? (remote / onsite / emergency / project / internal)"
3. Draft the comment body and show it to the user for review before posting
4. Add comment: POST /tickets/{id}/comment with work notes as body (no time fields — they are broken)
5. Add timer entry: POST /tickets/{id}/timer_entry with start_at, end_at, billable: true, product_id, notes
6. Create invoice: POST /invoices with {"ticket_id": N, "customer_id": N, "category": "Standard"}
7. Update ticket status to "Invoiced"

Correct two-call pattern for comment + time:

# Step 1: comment (notes only)
curl -X POST "${BASE}/tickets/${ID}/comment?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d '{"subject": "Resolution", "body": "...", "hidden": false, "do_not_email": true}'

# Step 2: timer entry (billable time) — compute start_at as end_at minus minutes
NOW=$(date -u +"%Y-%m-%dT%H:%M:%SZ")
START=$(date -u -d "60 minutes ago" +"%Y-%m-%dT%H:%M:%SZ")
curl -X POST "${BASE}/tickets/${ID}/timer_entry?api_key=${API_KEY}" \
  -H "Content-Type: application/json" \
  -d "{\"start_at\": \"${START}\", \"end_at\": \"${NOW}\", \"notes\": \"...\", \"billable\": true, \"product_id\": 1190473}"

When /syncro comment <number> <text> --time 60 --labor remote is called:

• Post the comment first, then post a separate timer_entry
• --labor maps to product IDs: remote → 1190473, onsite → 26118, emergency → 26184, project → 9269129, internal → 9269124, travel → 26117, website → 68055

Error handling

• 401: API key invalid or expired
• 404: ticket/customer/invoice not found
• 422: validation error (show the error message from response body)
• 429: rate limited (wait 60s and retry)

Integration with session logs

When closing a ticket (/syncro close), offer to create a session log entry in clients/<customer>/session-logs/ documenting what was resolved. Pull the ticket subject, comments, and resolution into a structured log.