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Support Fusion

Jira and Syncro, synced without the manual handoff

Your client stays in Jira Service Management. Your team works entirely in Syncro. Tickets, comments, and attachments sync automatically every five minutes - no one has to be the bridge between the two.

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

Jira is built for software and IT service teams. Syncro is built for MSPs. Bridging them without help usually means one person doing the work by hand.

One person becomes the bridge between Jira and Syncro

A client raises tickets in Jira Service Management. Your team works in Syncro. Without a sync, someone has to manually recreate every ticket on the Syncro side, then carry every update back the other way - a bottleneck that only exists because one person happens to check both systems.

Your team can't work directly in Syncro

If the only way a ticket reaches your team is through a manual copy, your technicians can't just pick up work in Syncro the way they do for every other client. The client relationship stays gated behind whoever is doing the copying.

Updates in Syncro don't reach the client's Jira

When your technician resolves a ticket or adds a note in Syncro, the client has no visibility unless someone relays it back into Jira by hand. The client is left checking in rather than watching their own ticket update.

Field values and workflow states don't line up

Jira's workflow requires a valid transition before a status change will stick, and priority values don't automatically mean the same thing in Syncro. Without a mapping layer, synced tickets land with the wrong status or get stuck when a transition isn't available.

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 Syncro through the guided setup. Works with Jira Projects and Jira Service Management - no developer required on either side.

2

Configure your workflow

Choose which Jira queue, project, or assignee triggers a sync. Map Summary, Description, Priority, and Status to the right fields in Syncro, and set your comment and attachment rules.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Your client stays in Jira. Your team works tickets directly in Syncro.

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

See it in action

Walkthroughs from the Support Fusion team.

Introducing the Support Fusion Jira connector

How to connect Jira Service Management or Jira Software to Support Fusion and sync tickets with any connected platform, including Syncro.

Setting up your Syncro API connection

Generating a Syncro API token, configuring the required permissions, and connecting Syncro to Support Fusion.

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.

  • 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.

Why not just build it yourself?

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

Manual coordination

One person recreates every Jira ticket in Syncro by hand, then relays every update back. The process lives in their head and stops the moment they're unavailable.

Custom integration

A developer builds an API connection. Jira's workflow transitions and Syncro's field structure make it fragile - it works until something changes, then only one person knows how to fix it.

Support Fusion

Your client stays in Jira. Your team works entirely in Syncro. Tickets, comments and attachments sync every five minutes, with field mapping handled once and no one holding the bridge together.

The same certified security behind every connection

Every Jira to Syncro 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

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.
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.

Ready to connect Jira and Syncro?

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