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Support Fusion

ServiceDesk Plus and HaloPSA, synced for co-managed IT

Built for IT teams who bring in an external provider to extend what their internal team can cover. Your team stays in ServiceDesk Plus. Your provider stays in HaloPSA. Tickets, categories, and asset context sync both ways automatically.

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Where a ServiceDesk Plus and HaloPSA gap creates problems

IT teams augmenting their capability with an external provider run into a predictable set of friction points when there's no sync in place.

Giving your provider access to ServiceDesk Plus means extra licenses and exposure

When an IT team brings in an external provider to augment their capability, the easiest option looks like handing over a ServiceDesk Plus login. That means more licenses, more admin overhead, and internal tickets becoming visible to people outside the organisation.

Category and subcategory don't translate to HaloPSA's single field

ServiceDesk Plus splits tickets into category and subcategory. HaloPSA uses one category field. Without a translation layer, synced tickets land with the wrong defaults and break the provider's own reporting and SLA tracking.

Work your provider does in HaloPSA doesn't reach your ServiceDesk Plus

Your team raised the ticket, but the resolution is happening in someone else's system. Without a sync, updates get relayed by email or a status call - or your team simply doesn't know a ticket has moved until the provider says so.

Your provider's technicians open tickets without device context

A ticket that syncs without its linked asset means your provider's technician has to ask which device it concerns, or switch back into your system to check - extra steps on 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 ServiceDesk Plus and HaloPSA through the guided setup. Your service provider authorises the connection from their side - no shared logins into your ServiceDesk Plus instance.

2

Configure your workflow

Set field mappings and category translation so tickets land correctly in HaloPSA. Include asset data so your provider's technicians know which device a ticket is about.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Your team stays in ServiceDesk Plus. Your provider stays in HaloPSA.

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

See it in action

Walkthroughs from the Support Fusion team.

ManageEngine ServiceDesk Plus integration preview

Tickets flowing in real time between ServiceDesk Plus and HaloPSA - updates, notes, and status changes syncing both ways, set up in a few clicks.

Category mapping

How ServiceDesk Plus category and subcategory fields translate into HaloPSA's single category field, so tickets stay valid on both sides.

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.

  • 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.

  • Category translation

    Different structures, handled automatically.

    One platform uses category and subcategory. The other uses a single field. Support Fusion transforms the difference so tickets stay valid on both sides.

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. Category context and asset data never make it across. The process lives in one person's head and disappears when they do.

Custom integration

A developer builds an API connection. Category translation is hard to get right. It works until something changes - a field update, a platform upgrade, an API version bump. Then it breaks.

Support Fusion

Both teams stay in their own platform. Tickets sync automatically with categories and asset context intact. No developer, no shared ServiceDesk Plus login.

The same certified security behind every connection

Every ServiceDesk Plus to HaloPSA 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 ServiceDesk Plus and HaloPSA?

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