New Feature Helps MSPs Improve Responses to Customer Tickets by Automatically Detecting Customer Sentiment

Syncro, a leading platform provider for managed service providers (MSP) and IT professionals, today announced the launch of its latest feature, Ticket Sentiment Analysis, as part of its Smart Ticket Management suite. This innovation leverages advanced natural language processing (NLP) to help MSPs automatically gauge the tone and sentiment of customer communications within tickets, enabling faster and more personalized responses.

Designed to reduce the workload associated with IT service management, Ticket Sentiment Analysis allows MSPs to understand customer emotions better and prioritize urgent issues. The feature enables MSPs of all sizes—from small businesses handling hundreds of tickets to large enterprises managing thousands—to enhance service delivery and build stronger client relationships. By flagging potential escalations before they develop, MSPs can improve response times and enhance customer satisfaction

"Understanding whether a customer’s ticket conveys positive or negative sentiment is critical for maintaining strong customer relationships," said Dee Zepf, chief product officer, Syncro. "This feature gives MSPs the insights they need to prioritize effectively and resolve issues with unprecedented speed."

August eTech, a Syncro MSP partner that recently transitioned from ConnectWise, has a team of 25 technicians and service personnel. The company plans to leverage Ticket Sentiment Analysis to enhance its industry-leading customer service by gaining immediate insight into its service delivery.

“Syncro’s Ticket Sentiment Analysis allows us to get immediate customer feedback on our services, which is important to ensure we are consistently meeting and exceeding our customers’ expectations," said Michael Paranich, director of operations, August eTech. “This tool allows us to proactively address issues, escalating tickets as needed to de-escalate incidents and prevent negative customer experiences.”

Smart Ticket Management with Ticket Sentiment Analysis

Syncro’s Smart Ticket Management contains the following key capabilities, amplifying an MSP's ability to handle more tickets more effectively in less time:

• Automatic Ticket Classification: Every ticket—whether user-submitted or triggered by alerts—is automatically categorized into one of 47 distinct categories, such as printers, network, storage, memory, and CPU. This ensures tickets are routed to the appropriate technicians, reducing resolution times.
• Guided Resolution Steps: Tickets of certain types include an embedded checklist and linked scripts, empowering technicians to resolve common issues quickly and efficiently with just a single click.
• Smart Ticket Search: Powered by NLP, this feature intelligently identifies the search intent and retrieves relevant tickets, even when the query doesn’t match the exact keywords. Related tickets are also uncovered to provide comprehensive context.
• Ticket Sentiment Analysis: This capability evaluates the tone of incoming tickets, categorizing them as positive, negative, or neutral. Negative sentiments can trigger smart automations, such as escalating the ticket, assigning it to a specific specialist, or generating immediate responses.

In addition to sentiment detection, Smart Ticket Management allows MSPs to tailor responses based on a customer’s attributes, such as VIP status or account size. Automations can direct critical tickets to human agents or send follow-ups to customers, streamlining service workflows.

Syncro’s Ticket Sentiment Analysis is now available to all team plan users as part of Syncro's Smart Ticket Management suite.

About Syncro

Syncro is a leader in the managed service provider (MSP) industry, offering one of the easiest-to-use, full-featured platforms tailored for MSPs and IT service management organizations. Unlike other vendors' bolt-on-AI approach, Syncro has infused AI into its Professional Services Automation (PSA) and Remote Monitoring and Management (RMM) solutions, providing seamless and powerful capabilities without adding unnecessary complexity. Syncro’s deeply embedded AI enables MSPs and IT professionals to leverage AI naturally as part of their daily work, empowering them to be more effective and efficient. The company’s all-in-one packaging and unlimited endpoint pricing offer a transparent and straightforward value. With dedicated partner support and over 50 third-party tool integrations, Syncro enables MSPs to reduce labor costs, boost productivity, and scale their businesses profitably. Discover more at SyncroMSP.com or follow SyncroMSP on X, and LinkedIn.

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