Ticket2Doc Setup Guide

Follow these step-by-step instructions to connect Syncro PSA and Hudu Documentation to your Ticket2Doc account.

1. How to Get Your Hudu API Key & Instance URL

  1. Log into your Hudu Documentation instance as an Administrator.
  2. In the top or side menu, click Admin.
  3. Under the Integrations / API section, select API Keys.
  4. Click + New API Key.
  5. Set the name to Ticket2Doc Integration and click Create API Key.
  6. Copy the generated API Key immediately (it starts with hudu_... or similar secret token).
  7. Your Hudu Base URL is the full web address of your instance (e.g. https://docs.yourcompany.com).
  8. Go to your Ticket2Doc Settings and paste both your Hudu Base URL and Hudu API Key, then click Save Settings.

2. How to Configure Syncro PSA Webhook & Custom Fields

Step A: Create the "Create SOP Draft" Custom Field in Syncro

  1. Log into Syncro PSA as an Administrator.
  2. Go to More ➔ Admin ➔ Ticket Custom Fields.
  3. Click + New Field Set (or edit an existing Ticket Field Set).
  4. Add a new field with the exact name: Create SOP Draft
  5. Set the field type to Checkbox (or Boolean).
  6. Save the Custom Field. Now, whenever your technicians resolve a ticket with helpful resolution notes, checking this checkbox will trigger Ticket2Doc to draft an SOP!

Step B: Obtain an API Token in Syncro

  1. In Syncro, go to More ➔ Admin ➔ API Tokens.
  2. Click + New Token ➔ Choose Custom Permissions.
  3. Grant Tickets - View / Read permissions so Ticket2Doc can fetch resolution notes.
  4. Copy your Syncro Subdomain (e.g., if your URL is https://acmemsp.syncromsp.com, your subdomain is acmemsp).
  5. Copy your API key and save both in your Ticket2Doc Settings page.

Step C: Add the Webhook URL in Syncro Notification Center

  1. Go to your Ticket2Doc Settings page and copy your Unique Syncro Webhook Endpoint URL.
  2. In Syncro PSA, go to Admin ➔ Notification Center.
  3. Click + New Notification Rule.
  4. In the event dropdown, select: Ticket - was resolved (or Ticket - Status was changed on any Ticket).
  5. Under the action type section, select Webhook (or POST to URL).
  6. Paste your copied Ticket2Doc Webhook URL into the Webhook URL field.
  7. Click Save Notification Rule.

💡 Pro-Tip: Selecting Ticket - was resolved is ideal because Ticket2Doc automatically drafts SOPs as soon as technicians resolve tickets with resolution notes!

3. How to Trigger SOP Generation on a Ticket

Once your webhook and custom field are configured, your technicians follow this workflow to generate a draft SOP from any resolved ticket.

Step-by-Step: Marking a Ticket for SOP Generation

  1. Open the ticket in Syncro PSA that was resolved with good technician notes.
  2. Scroll down to the Custom Fields section on the ticket detail page.
  3. Find the Create SOP Draft checkbox field.
  4. Check the box to enable it.
    ✅ Create SOP Draft — checked
  5. Make sure the ticket has detailed resolution notes in the ticket notes/comments. The more detail the technician has written, the better the generated SOP will be.
  6. Resolve or save the ticket. Syncro's Notification Center rule fires the webhook to Ticket2Doc automatically when the ticket status changes.
  7. Within a few seconds, Ticket2Doc will fetch the ticket, sanitize the notes, and post a draft SOP article to Hudu under the matching customer's Knowledge Base.

💡 Pro-Tip: Write good notes. Ticket2Doc's AI expands brief notes into full SOPs — but it needs something to work with. Encourage techs to write at least 2–3 sentences describing what they did, what tools they used, and how they verified the fix. The checkbox is the trigger; the notes are the content.

What happens if the box is left unchecked?

Nothing — the webhook fires but Ticket2Doc sees the field is unchecked and silently ignores the ticket. This lets your team control which resolved tickets become SOPs without every resolution triggering a document.

Where does the SOP appear in Hudu?

The generated article is posted as a Draft under the matching Hudu company (matched by the Syncro ticket's client name). If no matching company is found, it is posted to your global Knowledge Base. You can review, edit, and publish it from within Hudu at any time.