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Support Fusion

Syncro and HaloPSA, synced with asset context included

Your Syncro tickets arrive in HaloPSA with device information attached. Your technicians open a complete ticket - not a stub that sends them back to Syncro to find which asset it's about.

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Where a basic Syncro to HaloPSA sync falls short

Getting tickets across is one thing. Getting them across with everything a technician needs is another.

Your HaloPSA tickets arrive without the linked device from Syncro

When a Syncro ticket syncs to your HaloPSA, the device linked to that ticket doesn't come with it. Your technicians open the ticket and have to switch back to Syncro - or call the client - to find out which asset they're dealing with.

Getting your Syncro API token configured correctly is non-obvious

Getting your Syncro API token set up with the right permissions and applied in the right place isn't well documented. A misconfigured token means your connection fails silently or your team starts syncing incomplete data.

Syncro and HaloPSA field values don't translate without a mapping layer

Syncro and HaloPSA use different structures for ticket categories, priorities, and statuses. Without a mapping layer, your synced tickets land in HaloPSA with incorrect defaults that break your workflows and SLA tracking.

Updates your team adds in HaloPSA don't reach Syncro automatically

When your team adds a note in HaloPSA, the Syncro ticket doesn't update. Updates get relayed by hand or missed entirely, creating gaps between what your technician knows and what your client sees.

How you connect

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

1

Connect your platforms

Add credentials for Syncro and HaloPSA through the guided setup. The Syncro API token configuration is covered step by step - no guesswork on permissions.

2

Configure your workflow

Set your field mappings and asset sync preferences. Configure which Syncro tickets sync to HaloPSA and how ticket data - including device context - maps across.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Technicians open complete tickets in HaloPSA - device context included.

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

See it in action

Walkthroughs from the Support Fusion team.

Setting up your Syncro API connection

Generating a Syncro API token, configuring the required permissions, connecting Syncro to Support Fusion, and syncing a first ticket through to HaloPSA.

Asset data sync

A walkthrough of asset context sync - how device information attached to a Syncro ticket arrives in HaloPSA alongside the ticket itself.

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.

  • 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.

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. Asset context never makes it across. The process lives in one person's head and disappears when they do.

Custom integration

A developer builds an API connection. Asset data is hard to include. It works until something changes - a field update, a platform upgrade, an API version bump. Then it breaks.

Support Fusion

Tickets sync with asset context included. Field rules are configured once. The Syncro API setup is guided from start to finish. No developer, no stub tickets.

The same certified security behind every connection

Every Syncro 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

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.
What happens if a sync error occurs?
Support Fusion monitors integration health centrally, so issues are often caught before you notice them. You can view a full sync history for each connection - showing which record triggered which update, flagging failures with enough detail to diagnose the cause. Error notifications can be configured to alert you directly when a sync fails.
Can we control who closes a ticket and how resolution is handled?
Yes. You configure whether the other party can trigger closure in your system, or whether you prefer to receive a Resolve status and close on your own schedule. Resolution codes and comments sync as part of the closure workflow. Some teams automate the full closure cycle; others prefer to hold the final close step themselves.

Ready to connect Syncro 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