Skip to main content
Support Fusion

Jira and ConnectWise, synced across the org boundary

Works with Jira Projects and Jira Service Management. Your customer's development and IT team stays in Jira. You stay in ConnectWise. Tickets sync both ways - no developer required, no shared platform access.

Get a demo View all integrations

Trusted by IT teams and service providers

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

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

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

Getting your customer's Jira side configured takes time you don't have

Connecting to your customer's Jira means coordinating defaults with someone on their side as well as setting up your own. Without a guided process, that usually means several back-and-forth calls before a ticket actually lands correctly in your ConnectWise.

Your ConnectWise boards need specific defaults before a synced ticket can land

ConnectWise requires a board, company, state, and priority before a ticket can route correctly. Get any of these wrong and your synced tickets land in the wrong status, the wrong board, or carry incorrect priorities - creating noise your team has to clean up manually.

Your customer's internal Jira comments are landing in your ConnectWise tickets

Not everything on your customer's Jira ticket should reach your ConnectWise - notes their dev team meant for themselves, attachments with sensitive data, or comments for internal audiences. Without controls, everything crosses and creates noise or a compliance problem in your platform.

Priority values on your customer's Jira don't map to your ConnectWise

A priority labelled 'High' in your customer's Jira doesn't automatically become the right urgency level in your ConnectWise. Without a mapping layer, priorities land incorrectly in your platform and break your SLA tracking.

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 ConnectWise from both sides. Works with Jira Projects and Jira Service Management - configure the project and board settings through the guided setup.

2

Configure your workflow

Map Jira issue types and priorities to ConnectWise boards, statuses, and companies. Set comment visibility rules so internal notes stay where they belong.

3

Go live

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

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

See it in action

Walkthroughs from the Support Fusion team.

Connecting Jira to ConnectWise

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.

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.

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
  • 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
  • Configuration

    Comment controls

    Internal notes stay internal. You control what crosses.

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

    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. Comment context gets lost. 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 sync automatically with full comment controls. Field rules are configured once. No developer, no shared access.

Frequently asked questions

Does setting up Support Fusion require a dedicated integration engineer?
No. Support Fusion is built for operations teams, not developers. Pre-built connectors, a no-code configuration interface, and central monitoring mean the people who understand the workflow - not the people who built the systems - can set it up and keep it running. Once live, we manage the integration centrally. There is no ongoing technical maintenance on your side.
Will our IT service providers need to change how they work?
No. That's the point. Your IT service provider continues working in their own platform exactly as they do today. When a ticket needs to cross the boundary between your systems, Support Fusion handles it automatically. Neither team logs into the other's system, and neither changes their workflow.
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.

Ready to connect Jira and ConnectWise?

Book a walkthrough and we'll map your specific setup - Jira project configuration, ConnectWise board defaults, and comment rules included.

Book a demo