Supplement IT Glue with Syncro

If you have decided to set your primary integration for Lifecycle Insights with IT Glue, you may choose to supplement your IT Glue data with Tickets from Syncro.  The following document walks you through how to do that.

Syncro Configuration


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Lifecycle Insights needs an API key and base URL to connect to Syncro.   The following outlines the steps to obtain these two data points.    Please either open a separate browser tab to allow for copy or pasting, or copy and paste the values to your favorite text editor before continuing to Lifecycle Insights Configuration.


Base URL

We need to capture the base URL for your Syncro instance.   This URL should follow the following convention - https://<><></></> - where <> is the name of your instance.  You can find this value by looking at the address bar in your browser once logged into Syncro.<></></>


API Key /Token

Log into Syncro using an account that has Admin access rights.  Once logged in, click on your name in the upper right hand corner, and select Profile/Password



Once you do that, click on API Tokens.

On the API Tokens page, click on + New Token button.


This will bring you to the New Token page.  Click on Custom Permissions tab.

For Name, enter: Lifecycle Insights (or similar).

You may optionally set an Expiration Date.  If you do, please remember that the integration will stop working on that date.

Check the following permissions:

  • Customers – List/Search
  • Tickets - List/Search
  • Tickets - Create
  • Tickets - Edit
  • Ticket Comments - New


Finally, click the Create API Token button at the bottom.




Once you click on the Create API Token button, you will be presented with the API Key.  Copy and store this token as you will need to enter this into Lifecycle Insights and you will not be able to retrieve it again!



Now that you have your Base URL and API Key, let's configure Lifecycle Insights.




Lifecycle Insights Configuration


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There are two data points you will need in order to configure Syncro with Lifecycle Insights.

  • API Key
  • Base URL


1.  Log into Lifecycle Insights using the username and password you created in the previous section.  The login URL is: .


2.  Once logged in, notice the Left Navigation pane has an Integrations Option under Administration. Click on Integrations.   Next, look for the section labeled PSA Integration - Configure your PSA to integrate with LCI Contracts and/or Tickets.



3. Next, please fill in the form

  1. Check Pull Tickets from Syncro
  2. Enter the Base URL
  3. Enter/paste the API Key exactly as you recorded it earlier




4. Click Test Settings.  You should see a message 'Connection Successful.'  If you do not, please email us.

5. Click Save Settings.  


6.  Click on the tab called Link Companies to IT GLUE



On this tab, you must match any of your active companies from IT Glue to companies from Syncro.  It is this company matching that allows LCI to understand how tickets from Syncro are associated with companies from IT Glue.


Alternatively, you can use the Auto-Mapping feature to match your companies.


To use the auto-mapping feature, click the Map Companies button.

The system will try to match any exact or near exact matching company names and match those accordingly.  




When the auto-mapping is complete the companies that were matched are highlighted as green rows in the table.


The system attempts to find the most exact match for each company.  Some companies with slight name differences may not auto-map.  Please review the mapping to ensure that all desired companies are matched.   A counter of auto-matched companies is provided at the top of the table listing.


Non-exact matches may not map with the auto-mapping feature.  For example if the LCI company is listed as My Company, LLC, but the company is registered in the MS database as My Company may not auto-match.  Review your matches, you can use the drop-down selector to match the companies


Click the Save Automap button at the top of the table to save your selections.