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Support Fusion

Jira integration built for teams who don't want to leave Jira

Your engineers work in Jira Software. Your service desk runs Jira Service Management. The MSPs and partners you work with run ServiceNow, ConnectWise, Autotask, Syncro, or HaloPSA. Support Fusion keeps every side in sync automatically - no seats to buy on either side.

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Which side of the Jira boundary are you on?

Support Fusion handles both ends of the integration. The setup looks different depending on who owns the Jira instance, and which Jira product they're running.

IT team on Jira Service Management

You run Jira, your MSP doesn't

Your service desk lives in Jira Service Management, but the managed provider you work with runs ConnectWise, Autotask, or another PSA. Right now, that usually means rekeying tickets by hand, or handing your provider a Jira seat they only need for a handful of requests.

Support Fusion lets your team stay entirely in Jira. Requests route to your provider's queue automatically, with status and comments staying aligned - without adding a single Jira licence for them.

MSP or service provider

Your client or partner runs Jira

You're in ConnectWise, Autotask, Syncro, or HaloPSA. A client or partner tracks work in Jira Service Management, or a development team you support runs on Jira Software. Either way, someone on your side is currently the one relaying updates.

Support Fusion connects your PSA directly to their Jira instance. Tickets flow in, your team works in their own tool, and updates sync back automatically in both directions.

Engineering handoff from the service desk

Jira Software, not just Service Management

Some incidents can't be resolved at the service desk - they need a fix from the team running the actual product, and that team plans its work in Jira Software issues and sprints, not a request queue.

Support Fusion syncs into standard Jira projects as well as Jira Service Management, so an incident can reach an engineering board directly, and the fix status comes back to the originating ticket without a manual handoff.

IT teams running Jira integrations with Support Fusion

Coastal

IT teams and specialist partners in healthcare and banking, alongside the MSPs that support them, running Jira Software and Jira Service Management against a range of PSA and ITSM platforms.

Connect Jira to any PSA or ITSM

Pre-built connectors for the platforms the other side of your relationship is most likely to run. Click through to the specific pair for field mapping details, setup videos, and FAQs. See all integrations →

See it working

Walkthroughs from the Support Fusion team covering setup, Jira project and site selection, and formatting fidelity across the sync.

Introducing the Support Fusion Jira connector

Connecting Jira Service Management or Jira Software in a few clicks - no scripts, no manual mapping, no code required.

Connecting Jira to ConnectWise: full configuration walkthrough

The complete setup from both sides - project and queue selection, comment and attachment controls, and field and pick list value mapping.

When Jira automations conflict with your sync

A real case where a Jira Service Management default automation, not the sync, was reopening closed tickets - and how to spot it.

Jira setup guide

What's included with every Jira connection

Jira Software and Jira Service Management each have their own issue and request types, workflows, and automation rules. Support Fusion is built to work alongside them, not 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.

  • Attachment handling

    Attachments are automatically copied between platforms.

    Files, screenshots, and anything else automatically stays alongside the ticket. Fully configurable.

  • Rich text and inline images

    Comments arrive just as they were written, not stripped to plain text.

    HTML and rich text formatting, inline images, and email thread context carry across between platforms so you never lose context.

  • 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.

  • 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.

Jira integration, in depth

Articles from the Support Fusion team on connecting Jira to the platforms your partners actually run.

All Jira articles →

Certified security, whether Jira sits with you or a partner

ISO 27001 certified
Scoped API credentials per connection - 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 IT teams and procurement

  • → You can revoke the connection from your side at any time, without involving the other party
  • → Every sync operation is logged with a full audit trail
  • → ISO 27001 certification documentation is available for due diligence review
  • → Security questionnaire responses available on request
Visit our Trust Center

Common questions about Jira integration

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?

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