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Support Fusion

ConnectWise integration for MSPs bridging any ticketing platform

Your clients and partners run ServiceNow, Jira, HaloPSA, or Freshservice. You run ConnectWise. Support Fusion keeps both sides in sync - automatically - so your team never has to work in someone else's system.

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When ConnectWise meets a client's ITSM

The work pattern is the same whether you're a generalist MSP landing a large enterprise client, or a specialist partner receiving escalations from another MSP. The ticket needs to cross a system boundary, and neither side should have to leave their own platform to make it happen.

MSP supporting an enterprise client

Your client runs ServiceNow, Jira, or Freshservice

You've won a contract with a client whose IT environment runs on an enterprise ITSM. Their team lives in that platform and won't change it. You live in ConnectWise.

Support Fusion creates the link between the two. Tickets the client raises land in your ConnectWise board. Your team resolves them, and status updates flow back - without anyone crossing platforms.

Specialist partner receiving escalations

Another MSP routes work to you

You focus on a specialist capability - security, infrastructure, a particular vendor stack. Other MSPs escalate to you when they need that depth, and those escalations need to flow into your ConnectWise queue cleanly.

Support Fusion handles the escalation trigger - only the tickets assigned to your team cross the boundary, with the right context, and linked back to the originating ticket on the other side.

After-hours and co-managed coverage

Covering a client's service desk outside business hours

You provide after-hours or weekend cover for a client who runs their own service desk during the day. The integration only needs to be active during your shift - and only for the priority tiers that warrant it.

Support Fusion supports conditional sync - filter by time window, priority, assignment group, or ticket type so only the right work crosses.

MSPs running ConnectWise integrations with Support Fusion

EricomCharles Square

MSPs and managed service providers connecting ConnectWise to enterprise ITSMs, specialist partners, and client service desks across multiple sectors.

Other approaches MSPs use - and what they run into

There's no shortage of ways to try to bridge two ticketing systems. Most of them work until they don't.

Manual forwarding

Someone on your team reads a ticket in the client's system and re-creates it in ConnectWise. Updates get copied across by hand. It works at low volume, and it breaks when the engineer who owned the process leaves, or the client's ticket volume grows.

The failure mode: information zigzags between systems. Things fall through the gap.

Client portal or shared access

You give your team credentials in the client's ITSM, or the client logs into your ConnectWise portal to track progress. Either way, someone is working in a system that isn't theirs - and the client is right to ask questions about what access that creates.

The failure mode: one team is always in the wrong place, and access creep becomes a security conversation.

Automation platforms (Rewst, Make, Zapier)

General-purpose automation tools can stitch two APIs together. They're flexible enough to get a basic flow working, but field mapping, error handling, and sync state require significant build time - and that build belongs to your team to maintain whenever either platform updates its API.

The failure mode: works well for the person who built it. Becomes a liability when they're unavailable.

Vibe coding / custom scripts

An engineer on your team writes a script - or asks an AI to write one. It handles the specific case in front of you today. It doesn't handle what happens when a ticket closes on the wrong side, when an attachment is too large, or when the API changes in the next platform release.

The failure mode: a paperweight that was fast to build and is slow to maintain.

Support Fusion is purpose-built for this use case. The sync logic, error recovery, field mapping, and audit trail are already done. Your job is configuration, not construction.

Connect ConnectWise to any ticketing platform

Pre-built connectors for the platforms your clients and partners are most likely to run. Click through to the specific pair for field mapping details, setup videos, and FAQs. See all integrations →

See it working

Setup walkthroughs and live automation from the Support Fusion team - authentication, field mapping, first live sync, and MSP-to-MSP ticket routing.

ConnectWise to ServiceNow in under 12 minutes

End-to-end setup from both sides. Authentication, field mapping, first live sync. No developer required.

Connecting Jira to ConnectWise

Authenticating into Jira, selecting a project, mapping core fields, and watching the first ticket sync from Jira to ConnectWise live within seconds.

ConnectWise to HaloPSA: MSP-to-MSP ticket automation

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

ConnectWise setup guide

What's included with every ConnectWise connection

ConnectWise has its own board structure, ticket types, and note model. Support Fusion is built around them.

  • 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.

  • Automatic sync

    Set it up once. We'll take it from there.

    Once configured, Support Fusion keeps objects in sync across platforms until the work is done.

  • Field mapping

    When it's status A on their side, what needs to happen on yours?

    You define the business-level rules once. Status, priority, category, board - everything translates automatically. No one has to do that work again.

  • Comment controls

    Comments and work notes are fully controllable.

    Configure what syncs per ticket type. Keep work notes to your team. Share updates with clients. The rules are yours.

  • Sync filtering

    Not everything needs to be synced, you choose what stays and what moves.

    Sync triggers based on specific filter criteria - resolver groups, service boards, assignment.

  • Inter-company connections

    Connect and authorise an integration relationship in seconds.

    Generate a connection code, share it, and approve the relationship. Each organisation controls what data flows to whom.

See all features →

Security that protects your accreditation - and your clients' confidence

ConnectWise Invent Partner
ISO 27001 certified
Scoped API credentials per client relationship - not shared with our infrastructure
Zero persistent storage - data routes in memory, never written to disk
SOC 2 in progress - expected before end of 2026

For MSPs in security-sensitive client environments

  • → Support Fusion appears as a supplier in your ISO 27001 or Cyber Essentials register - we have the documentation to support that review
  • → Each client relationship uses its own API credentials - a breach or revocation on one connection has no effect on others
  • → Sync logs give you a full audit trail of every ticket that crossed the boundary and when
  • → ISO 27001 certification documents and security questionnaire responses available on request for client procurement
Visit our Trust Center

ConnectWise integration, in depth

Setup guides, configuration walkthroughs, and context from the Support Fusion team.

All ConnectWise articles →

Common questions about ConnectWise integration

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?

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