Introducing the state of ticketing integration report
We’re publishing something we’ve wanted to share for a while: a live view of the ticketing integration paths MSPs are actually taking.
The report is based on real integration data from Support Fusion customers. No surveys, no estimates – just the platforms being connected and the patterns emerging across our customer base.
Why we built this
83% of MSPs now offer co-managed IT services. That number keeps climbing. But the tooling to support it hasn’t kept pace.
When you take on a co-managed customer, you inherit their service desk. ServiceNow, Zendesk, Freshservice – whatever they’re running. Your tickets need to sync with theirs. Updates need to flow both ways. Context can’t get stripped out along the way.
We see this play out every day through the integrations our customers set up. Over time, patterns started to emerge: which platforms show up most often on the enterprise side, which PSAs MSPs are running, and where the long tail is heading.
We figured this was worth sharing.
What the report covers
The February 2026 edition includes:
- An interactive visualisation of integration paths across 11 platforms
- Breakdown of the most common source and target systems
- Commentary on the patterns we’re observing
The data reflects live integrations configured through Support Fusion. We’ll be updating it periodically, and so this is just the first edition.
View the report
You can explore the full interactive report here: The state of ticketing integration: February 2026
We’ll continue to update it as new data comes in. If you’re navigating co-managed integration yourself, hopefully this gives you a clearer picture of where the industry is heading.
