SynDesk · Documentation

Spin up your tenant in 30 seconds via app.syndesk.ch/register. You'll receive an invitation email, create your admin (TOTP required) and access the console immediately.

Then configure your helpdesk: organisation name, logo (PNG/SVG ≤ 2 MB), custom subdomain (default your-org.syndesk.ch). Invite your team by email with a role: Admin (full config), Technician (ticket management), Manager (read + reports). Create your first test ticket to validate the full flow: creation → assignment → resolution → email notification.

A ticket includes: title, description, requester, assignee, status (New, In Progress, On Hold, Resolved, Closed), priority (Low, Medium, High, Critical), target SLA, product tags. Tags categorize by ZRS product (SynLink, SynHR, SynGuard) or by custom topic.

SLAs are configured per priority and per plan. Pro example: first response ≤ 24h, P1 resolution ≤ 8h. Escalations are automatic: a ticket reaching 80% of its SLA notifies the manager; at 100% it goes red. Workflows automate: auto-assignment by tag, auto-close after X days idle, J+3 email reminder.

Create structured articles (title, Markdown body, category, tags) to document internal procedures or customer FAQs. The editor supports: code blocks, tables, lists, images, video embed.

Each article can be public (visible from the customer portal without authentication) or private (internal only). Public articles are SEO-indexed and automatically feed answer suggestions when creating a ticket, the technician can insert an excerpt in one click. Organise by category (Onboarding, Billing, Security, etc.) with up to two sub-category levels.

A “Support” button is built into every ZRS product (SynLink, SynHR, SynGuard). On click, the user is redirected to SynDesk with their context (account, organisation, last action) carried over a HS256-signed JWT. No re-authentication needed.

Native connectors: Microsoft 365 (user sync, SSO via Azure AD), Google Workspace (SSO + contact sync), Slack (ticket notifications to a dedicated channel), outbound webhooks on ticket.created / ticket.updated / ticket.resolved. For custom integrations, the public REST API (see Plans) exposes full CRUD on tickets and users.

Six plans aligned to your team size and needs. Starter (1-5 employees, 4 onsite visits/year); Business (6-25, 12 visits, priority support); Professional (26-50, 24 visits, advanced analytics); Enterprise (51-75, dedicated team, AM, 4h SLA); Enterprise+ (76-100, reinforced team, 2h SLA); Ultimate (101-150, premium team, VIP support).

Unlimited tickets on every plan. Storage 10 GB (Starter) → unlimited (Enterprise+). Public REST API from Business plan with 600 req/min rate limit. SSO SAML/Azure AD included from Professional. Audit log 90 days on Starter → unlimited with SIEM-ready export from Enterprise. Extra onsite visits billed per the current mileage rate.