Skip to main content
Support Fusion

Jira and Autotask, connected without custom code

Autotask-certified integration. Your customer's development and IT team stays in Jira. You stay in Autotask. Tickets, time entries, and field values sync both ways without anyone acting as the intermediary.

Get a demo View all integrations

Trusted by IT teams and service providers

HealthecarePlanet6CanaryEricomAdamsLogicalisSystimaAustralian Venue CoCalvaryJemenaCoastalAdrian SteelCambridge AssociatesDefenovateChorusBenchmark 365Techsavvy Solutions Group
Jira Jira
+
Autotask Autotask

Why Jira and Autotask don't sync cleanly out of the box

Jira is built for software and IT teams. Autotask is built for MSPs. Making them work together cleanly takes more than just an API connection.

Your customer's Jira project structure doesn't map to your Autotask queues

Jira organises work into projects and issue types. Your Autotask uses service desks, queues, and ticket categories. Without a mapping layer, tickets from your customer land in the wrong queue with incorrect defaults - your team has to fix them before they can action them.

Priority labels in your customer's Jira don't translate to your Autotask urgency levels

A 'High' priority in your customer's Jira doesn't automatically become the right urgency level in your Autotask. Without a mapping layer, SLA tracking breaks on your side and your team is working blind on which tickets to prioritise.

Time your team logs in Autotask isn't reflected in the shared ticket record

Your technicians track time in Autotask against your client SLAs and for billing. Without a sync, none of that time data is visible on the Jira side - making it harder to justify effort to your customer or align on what has been worked.

Updates your team posts in Autotask don't reach your customer's Jira

When your team updates a ticket in Autotask, that update doesn't appear in your customer's Jira automatically. They're left with stale information - and someone on your team has to relay it manually, adding overhead to every ticket that crosses the boundary.

How you connect

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

1

Connect your platforms

Add credentials for Jira and Autotask through the guided setup. No developer required - Support Fusion is Autotask-certified and the configuration runs from both sides.

2

Configure your workflow

Map Jira projects and issue types to Autotask queues and categories. Set priority mappings, comment rules, and time entry sync preferences.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Your customer stays in Jira. You stay in Autotask.

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

See it in action

Walkthroughs from the Support Fusion team.

When Jira automations conflict with your sync

When Jira automations conflict with your sync

Investigating a real case where closed tickets kept reopening after sync runs - the cause was a Jira Service Management default automation triggered by the sync's system user.

Setting up your Autotask API connection

Setting up your Autotask API connection

Creating an API user in Autotask, setting the correct security level, selecting Support Fusion as the vendor, finding your regional API URL, and testing the connection.

What's included

  • Sync

    Bi-directional ticket sync

    No one has to pull anything. It just syncs.

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

    Watch demo
  • Sync

    Time entry sync

    Billable time stays accurate on both sides.

    Time logged in ConnectWise, Autotask, or HaloPSA syncs to the linked ticket in the other platform. No gaps in billing records.

    Watch demo
  • Configuration

    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.

    Watch demo

Why not just build it yourself?

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

Manual coordination

Someone copies tickets between platforms by hand. Time entry data stays siloed. 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 teams stay in their own platform. Tickets and time entries sync automatically. Field rules are configured once. Autotask-certified, no developer required.

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.
Which platforms does Support Fusion support?
Support Fusion has pre-built connectors for ServiceNow, ConnectWise, Autotask, ServiceDesk Plus, Jira, Freshdesk, Freshservice, HaloPSA, HaloITSM, Zendesk, Syncro, HubSpot, and NetSuite, with more on the roadmap.
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.
Is ticket syncing bi-directional?
Yes. Support Fusion syncs tickets, updates, notes, attachments, and field changes in both directions. Each party sees an accurate view of the work from inside their own platform - no-one needs to log into the other's system to know what's happening.
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.

Ready to connect Jira and Autotask?

Book a walkthrough and we'll map your specific setup - priorities, time entries, and field mapping included.

Book a demo