I’m going to take a stab at answering this, if I may.
I know Syncro is a bit of a price hike, but it has a number of additional features not found in Kabuto alone. Things like scripting support. Press a button, run an Anti-Virus scan on a system, etc. There are many premade templates, or you can create your own.
As far as I can tell, Syncro is designed as a redesigned replacement for a combination of their earlier products, Kabuto & RepairShopr. If you haven’t heard of RepairShopr, perhaps give it a spin. They start you with a free trial, but they have a free tier. If you let your trial lapse, it will automatically change to a free account, I believe.
I am not trying to say that Kabuto + RepairShopr are the same as Syncro - there are many differences. Having said that, you can kind of “get your feet wet”, without having to “dive in” this way. You will also keep your expenses low.
I won’t give an introduction to RepairShopr, as it introduces itself quite well. It can be a bit overwhelming to get started in RepairShopr, but you don’t need to rush into it. When and if you are ready to get a trial of Syncro, you will have an idea as to what you need to do, because you will have already set that up in RepairShopr and Kabuto. If you have the time, check out RepairShopr.
It is the extra functions provided by the RepairShopr “portion” that makes Syncro more expensive. If you never end up switching, we’ll, that’s your choice, and a perfectly reasonable one also.
Personally, I did the math, and Kabuto + Kabuto Live + RepairShopr came to about $110 US, I believe. Syncro is only $120, and has more features. Furthermore, once you go over 50 Kabuto users, the price goes up. Need to handle more tickets and customers in RepairShopr? Price goes up from $0 to $100. This modular approach is not a bad thing, as it scales with your business. Once you get “big” enough, though, it might just be better to go to Syncro.