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Support Fusion

HaloPSA integration that keeps every partner in their own platform

Your clients and partners run ServiceNow, ConnectWise, Freshservice, Syncro, or ServiceDesk Plus. You run HaloPSA. Support Fusion keeps both sides in sync automatically, so your team never has to leave Halo to get the full picture.

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When Halo meets a client's or partner's platform

MSPs reach for Support Fusion in a few recurring situations. The setup looks a little different each time, but the goal is the same - nobody has to work outside Halo.

MSP supporting an enterprise client

Your client runs ServiceNow, Freshservice, or ServiceDesk Plus

You've landed a client whose IT team is committed to an enterprise ITSM. They're not moving off it, and you're not moving off Halo. Someone still needs to keep both queues honest.

Support Fusion bridges the two. Tickets the client raises land in your Halo queue with the right fields already populated, and status updates flow back automatically.

Specialist partner receiving escalations

Another MSP on ConnectWise or Syncro routes work to you

You cover a capability other MSPs don't - security, a specific vendor stack, after-hours cover. They escalate to you when they need it, and those tickets need to land in your Halo queue with enough context to action straight away.

Support Fusion only brings across what's assigned to your team, keeps a link back to the originating ticket, and syncs your billed time back to the referring partner if that's part of the arrangement.

Migrating onto Halo

Running your old PSA and Halo side by side during the switch

You've decided to move to Halo, but not every technician or client is cut over on day one. Tickets need to keep working no matter which system a given ticket is currently living in.

Support Fusion keeps your legacy PSA and Halo in sync for as long as the migration takes, so nothing gets dropped between the old system and the new one, and you can move teams across on your own schedule.

Everything above applies to HaloITSM just as well as HaloPSA - if your internal service desk runs the ITSM module rather than the MSP-facing PSA, the same field mapping, comment controls, and connectors apply.

MSPs running Halo integrations with Support Fusion

Planet6SystimaAdrian SteelDefenovateBenchmark 365Techsavvy Solutions Group

MSPs and specialist partners connecting Halo to enterprise ITSMs, other PSAs, and client service desks across manufacturing, technology, and managed services.

Other approaches MSPs use - and what they run into

Bridging Halo to another ticketing platform isn't a new problem. Most teams have already tried one of these.

Manual forwarding

A technician reads a ticket in the client's or partner's system and re-creates it in Halo by hand, then copies updates back across as work progresses. It holds up at low volume, and falls over the moment the person who owned the process is on leave.

The failure mode: updates lag, and clients notice the gap before you do.

Shared portal or technician access

You give a partner technician a login to your Halo instance, or your team gets a seat in their platform. Either way, someone is now working in a tool that isn't theirs, with visibility into tickets that have nothing to do with the arrangement.

The failure mode: access creep turns into a security conversation nobody wanted to have.

Automation platforms (Rewst, Make, Zapier)

General-purpose automation tools can stitch two APIs together, and Halo's own action structure is flexible enough to work with. Field mapping, error handling, and sync state still take real build time - and that build is now something your team owns and maintains.

The failure mode: works well for whoever built it, becomes a liability the day they leave.

Vibe coding / custom scripts

Someone writes a script against the Halo API, or asks an AI to. It handles the ticket in front of them that day. It doesn't handle what happens when a ticket closes on the wrong side, an attachment is too large, or Halo ships an API change.

The failure mode: fast to build, slow to keep alive.

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

Connect Halo 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 through Halo.

HaloPSA ticket sync in under 5 minutes

Grabbing the API URL, registering a new app, and setting integration defaults so inbound tickets land in Halo with every field populated.

ConnectWise to HaloPSA: MSP-to-MSP ticket automation

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

Jira to Halo rich text comment sync

An enterprise escalation raised in Jira syncing through to a Halo service provider with formatting and images intact, in both directions.

HaloPSA setup guide

What's included with every Halo connection

Halo's action structure, ticket types, and PSA-specific fields like time entries and assets are handled natively, not bolted on.

  • 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.

  • Asset data

    No switching tabs to find which device the ticket is about.

    Asset names and records travel with the ticket. The technician has the full picture when they open it.

  • Timestamp preservation

    The record says when it happened, not when it synced.

    Original creation times and comment timestamps can carry through unchanged so that SLAs and audit logs reflect reality.

  • Multi-group sync filtering

    Control which teams receive and action synced tickets.

    In co-managed environments, tickets don't follow a single path. Define exactly which groups are in scope on each side.

  • 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

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 or partner relationship uses its own API credentials - a breach or revocation on one connection has no effect on any other
  • → 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

Halo integration, in depth

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

All HaloPSA articles →

Common questions about Halo 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 Halo?

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