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Support Fusion

ConnectWise and HaloPSA, synced across the partnership

Built for full-service MSPs working with a specialist partner. Each side stays in its own PSA. Tickets, comments, and time entries sync automatically - with the consistent reporting a real partnership needs.

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Where partner-to-partner relationships break down

Two MSPs working the same client base, each in their own PSA, run into the same problems without a sync in place.

Specialist work disappears into another partner's PSA

When a full-service MSP hands a ticket to a specialist partner, that ticket usually has to be rekeyed into the specialist's system. From that point on, the originating partner has no visibility into progress unless someone remembers to relay it back.

Reporting is inconsistent across the partnership

ConnectWise and HaloPSA use different structures for status, priority, and boards. Without a mapping layer, a ticket that's "resolved" in one PSA doesn't read the same way in the other, and reporting up to the end client stops being reliable.

Time logged by the specialist never reaches the billing side

If the specialist partner tracks their hours in HaloPSA, that time doesn't automatically appear against the ticket in the full-service partner's ConnectWise. Billing gaps and disputes follow.

Sharing PSA access between partner organisations is a security risk

Giving a specialist partner a login into your ConnectWise - or vice versa - means extra licenses, extra admin, and tickets from other clients becoming visible to an organisation that shouldn't see them.

How you connect

Up and running in under a day. No coding, no project, no professional services.

1

Connect both PSAs

Add credentials for ConnectWise and HaloPSA through the guided setup. Each partner authorises the connection from their own side - no shared logins, no shared licenses.

2

Configure your workflow

Set field mappings so status, priority, and board values translate consistently between the two PSAs. Turn on time entry sync if the specialist partner bills through the relationship.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. The full-service partner stays in ConnectWise. The specialist stays in HaloPSA.

We'll look after everything and help you along the way.

See it in action

Walkthroughs from the Support Fusion team.

ConnectWise to HaloPSA: MSP-to-MSP ticket automation

A ConnectWise MSP routing a security incident to their HaloPSA specialist partner, with status changes and comments syncing back in real time.

Time entry sync

A walkthrough of time entry sync between PSA platforms - how hours logged on one side are reflected on the other in real time.

What's included

  • Bi-directional sync

    No matter where something originates, everything is kept in sync.

    Every update, comment, and status change flows both ways. Assign an object in one platform and it stays bonded across both until it closes.

  • Time entries

    Move time records between platforms for complete visibility.

    Time logged syncs to the linked ticket in the other platform. No gaps in billing records.

  • Sync history

    See exactly what moved, when, and whether it worked.

    Every object created or updated in each sync cycle, with direction of travel and any errors to review. Reference ID numbers are visible for easy identification in either side. Filter by status to find problems fast.

Why not just build it yourself?

Most partnerships try manual coordination or a custom script first. Here's how those compare.

Manual coordination

Someone rekeys tickets between the two PSAs by hand. Time entries never make it across. The process lives in one person's head and disappears when they do.

Custom integration

A developer builds an API connection. It works until something changes - a field update, a platform upgrade, an API version bump. Then it breaks, and only one person knows how to fix it.

Support Fusion

Both partners stay in their own PSA. Tickets and time entries sync automatically, with consistent reporting across the relationship. Field rules are configured once and run without maintenance.

The same certified security behind every connection

Every ConnectWise to HaloPSA connection runs on Support Fusion's ISO 27001 certified platform - per-connection API credentials, zero persistent ticket storage, and a full audit trail. Visit the Trust Center for certification documents or to submit a vendor security questionnaire.

Visit the Trust Center

Frequently asked questions

Do I need to write any code to set up an integration?
No. Support Fusion is configured through a visual interface built for operations teams. Connect your platforms, map your fields, set your sync rules - no developers, no scripting, no project required.
Can Support Fusion sync platforms within our own organisation?
Yes. Internal sync - keeping your own platforms aligned - is one of the three ways organisations use Support Fusion. Common examples: customer records consistent between your PSA and CRM, invoices flowing from your PSA to your finance platform, or opportunity data visible across tools that run on different systems. No cross-company connection required.
Can I test the integration before going live?
Yes. Support Fusion has a dedicated staging environment where you can run a full proof-of-concept against sandboxes for each platform. Your staging config runs completely independently of production - test everything first and switch to live only when you're ready. The free Manual Sync plan also lets you test manually at no cost before committing to automatic syncing.
Can I control which fields are shared between platforms?
Yes. Support Fusion gives you full control over field mapping. You can map standard and custom fields - including pick lists and text fields - between platforms. Custom field values appear as selectable options in the mapping interface, so you can align your values across systems without any coding. Per-connection rules let you control exactly what data is shared for each relationship.
Can we control which comments and notes are shared?
Yes. You can configure whether to sync public notes only, or both public and private notes. The privacy level is preserved - a private work note in one platform arrives as a private note in the other.
Do timestamps sync for SLA tracking?
Yes. Support Fusion preserves the original event timestamps on ticket updates - status changes, notes, and closures all carry the time the event occurred, not the time it synced. This keeps SLA timers accurate on both sides.
What happens if a sync error occurs?
Support Fusion monitors integration health centrally, so issues are often caught before you notice them. You can view a full sync history for each connection - showing which record triggered which update, flagging failures with enough detail to diagnose the cause. Error notifications can be configured to alert you directly when a sync fails.
Can we control who closes a ticket and how resolution is handled?
Yes. You configure whether the other party can trigger closure in your system, or whether you prefer to receive a Resolve status and close on your own schedule. Resolution codes and comments sync as part of the closure workflow. Some teams automate the full closure cycle; others prefer to hold the final close step themselves.

Ready to connect ConnectWise and HaloPSA?

An integration specialist will run the session, tailored to your platforms. We'll walk through how sync would work for your team and answer any questions along the way.

Book a demo