‘MCP is really new infrastructure. As we were talking to our partners and out in the market, it’s becoming clear that MSPs are really viewing this almost like it’s an API 2.0. It’s becoming a purchase criteria for extensibility of the platform,’ says Dee Zepf, chief product officer at Syncro.
Syncro Tuesday launched its own Model Context Protocol (MCP) server, giving partners a direct way to connect data with AI assistants including Claude, ChatGPT and Microsoft Copilot.
Dee Zepf, Syncro’s chief product officer, said the launch is less about adding another AI feature and more about opening the platform so MSPs can connect Syncro directly into the broader AI ecosystem.
“MCP is really new infrastructure,” Zepf told CRN. “As we were talking to our partners and out in the market, it’s becoming clear that MSPs are really viewing this almost like it’s an API 2.0. It’s becoming a purchase criteria for extensibility of the platform. And for us, letting people really plug Syncro into the AI ecosystem just felt like a critical move to make.”
That value stands out for MSP that are typically on call past the usual 9-to-5.
[Related: 8 New AI Tools Aimed At Transforming An MSP’s Operations]
“MSPs work 24×7,” she said. “To be able to just talk to your AI tool of choice on your phone and get a ticket update, create a new ticket, escalate something for a client and just use your voice in 30 seconds and not have to log into anything is really just a game-changer.”
Marc Enzor said the best part about Syncro is its API.
“It is really well-developed,” Enzor, owner of Tucson, Ariz.-based Guardian IT and Geeks 2 You, told CRN in an email. “It has lots and lots of functionality, and we use it heavily. If we can think it, Syncro can build it.”
And the launch is part of a larger push by Seattle-based Syncro to embed AI throughout its platform. The vendor has already introduced AI ticket summaries and is rolling out Automated Ticket Triage and Dispatch, which can prioritize incoming tickets and recommend the best-fit technician based on skills, availability, workload and previous client work.
Guided Ticket Resolution, which is coming in September, will match issues with known fixes and is expected to resolve up to 20 percent of tickets automatically.
“I think customers will really benefit from this the most,” Zepf said. “For MSPs, there’s definitely time savings, and there’ll definitely be some money savings. But I do think that having the information at their fingertips is going to give them the ability to just provide a higher-value service, a more timely service.”
That means keeping the platform open rather than building AI as another isolated destination, she said.
“We really believe strongly in an open platform, open ecosystem,” Zepf said. “It’s available to all of our partners across all of our plans. For us, we’re really focusing on the fact that we want to be part of this ecosystem and help people take advantage of all of the innovation that’s happening.”
