Every feature your integration needs
From bi-directional ticket sync to enterprise security - the full picture of what Support Fusion does, with no code required.
Sync
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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.
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Automatic sync
Set it up once. It keeps going.
No manual triggers, no monitoring queues. Once configured, Support Fusion keeps tickets in sync across both platforms until the work is done.
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Attachment sync
Attachments follow the ticket. Whatever the rules are.
Files, screenshots, and logs sync automatically alongside the ticket. Nothing gets left behind.
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Rich text and inline image sync
Comments arrive as they were written, not stripped to plain text.
Formatting, inline images, and email thread context carry across. Nothing gets mangled in transit.
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Time entry sync
Billable time stays accurate on both sides.
Time logged in ConnectWise, Autotask, or HaloPSA syncs to the linked ticket in the other platform. No gaps in billing records.
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Asset data sync
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.
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Closure handling
Closure is its own beast. We handle it.
Configure whether the external party can trigger closure in your system, or whether you hold the final close step yourself. Resolution codes, notes, and closure policy all carry through. Some teams automate the full cycle; others prefer to receive a Resolve status and close on their own schedule.
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Timestamp preservation
The record says when it happened, not when it synced.
Original creation times and comment timestamps carry through unchanged. SLAs and audit logs reflect reality.
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Configuration
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Natural language configuration
Describe what you need. The system sets it up.
No screen-by-screen setup. Tell Support Fusion what you need in plain language and it configures the integration. Switch to manual at any point.
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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.
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Custom field mapping
The fields your business added are included too.
Create custom fields in Support Fusion and include them in your mappings. Data that's been added to your ITSM or PSA over time syncs like any other field.
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Category mapping
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. Where there is no matching field, values can be dropped into the ticket description so the information is never lost.
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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.
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Ticket sync filtering
Not every ticket should cross. Choose which ones do.
Assign a resolver group to the external provider in your ITSM. That assignment becomes the trigger - only tickets routed to that group cross the boundary. Your team never has to think about the integration; they just route tickets the way they always have.
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Multi-group sync filtering
Control which teams receive and action synced tickets.
In co-managed environments, tickets don't follow a single path. Define exactly which groups are in scope on each side.
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ServiceNow variable sync
Request form answers land in the ticket, not lost in transit.
Custom questions and answers from ServiceNow catalogue items are included in the ticket description. The receiving team gets the full context to fulfil the request.
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Visibility
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Sync history
See exactly what moved, when, and whether it worked.
Every ticket created or updated in each sync cycle, with direction of travel and any errors to review. Both ticket numbers are visible - so if a technician gets a call referencing a ServiceNow incident number, they can find the linked Autotask ticket instantly. Filter by status to find problems fast.
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Error notifications
You'll know when something breaks. Without watching the dashboard.
Support Fusion centrally monitors integration health across all connections - issues are often caught before you notice them. Opt in to email alerts for your own visibility too. The moment a sync fails, you get the details and a direct link to investigate.
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Proactive health monitoring
We're watching so you don't have to be.
Support Fusion monitors every active integration around the clock. When something breaks or degrades, the Support Fusion team knows about it - often before either party has noticed. You don't need to check a dashboard to know your integration is running.
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Security
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Secure organisation bonding
Connect to a partner in seconds. No shared credentials.
Generate a connection code, share it, and approve the relationship. Each organisation controls what data flows. Nothing leaks across the boundary.
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Microsoft Entra SSO
Enterprise login, MFA, and conditional access. No extra cost.
Entra ID login with MFA and conditional access policies included. Domain locking for organisations that want SSO-only access.
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Per-connection API credentials
Separate keys, separate rules. One for each client.
If a key is compromised, it affects one connection. The rest keep running. Easier revocation, cleaner audit trails, independent rotation.
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Administration
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Multi-tenant login
Customer one, customer two, customer three. One account.
One Support Fusion account, multiple tenants. Each organisation's data stays isolated. Built for service providers who manage both sides of a connection.
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