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
-
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.
-
Automatic sync
Set it up once. We'll take it from there.
Once configured, Support Fusion keeps objects in sync across platforms until the work is done.
-
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.
-
Time entries
Move time records between platforms for complete visibility.
Time logged syncs to the linked ticket in the other platform. No gaps in billing records.
-
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.
-
Closure handling
Platform-specific closure process handling, so nothing gets lost.
Resolution codes, notes, and closure policy carry through. Fully configurable for the workflow at hand.
-
Timestamp preservation
The record says when it happened, not when it synced.
Original creation times and comment timestamps can carry through unchanged so that SLAs and audit logs reflect reality.
Configuration
-
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.
-
Custom field support
Custom fields your business has added are included.
Custom fields can be included in your mappings, just like any other field.
-
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.
-
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.
-
Sync filtering
Not everything needs to be synced, you choose what stays and what moves.
Sync triggers based on specific filter criteria - resolver groups, service boards, assignment.
-
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.
-
ServiceNow variable handling
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.
Visibility
-
Sync history
See exactly what moved, when, and whether it worked.
Every object created or updated in each sync cycle, with direction of travel and any errors to review. Reference ID numbers are visible for easy identification in either side. Filter by status to find problems fast.
-
Error notifications
You'll know whenever something breaks, without having to watch 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.
-
Integration 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.
Security
-
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.
-
SSO support
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.
-
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.
-
ISO 27001 certified
Independently certified. Nothing to take on faith.
Support Fusion is ISO/IEC 27001:2022 certified. Review our security posture, access documentation, or submit a vendor questionnaire directly through the Trust Center.
-
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.
See it in action.
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