Canary Technology Solutions
Canary Technology Solutions (Canary IT) was engaged to provide network and infrastructure support for one of Australia’s largest not-for-profit healthcare providers. The brief was firm: all work needed to be visible in the client’s Jira Service Management instance. The client had been through managed service relationships before where tickets lived in a partner portal, invisible to their own team. They weren’t doing it again.
The challenge
Canary IT runs ConnectWise. Their client runs Jira Service Management. Every ticket raised, every status update, every note and attachment had to flow between the two systems in real time, in both directions, without either team changing the tools they worked in.
In healthcare, data handling and hosting matter as much as the integration itself. The client’s cyber and compliance teams would need to approve any new tooling, and that meant the solution had to be provably secure, data-minimal, and hosted in Australia.
The solution
Support Fusion connects Jira Service Management and ConnectWise directly. When the client’s service desk escalates a ticket to a Canary IT queue in Jira, it lands on Canary IT’s ConnectWise board seconds later as a new ticket, triggering their standard alerting. Notes, status, priority and attachments sync both ways as the work progresses. Internal notes stay internal on both sides. When Canary IT closes the ticket, it resolves in Jira automatically.
The integration runs via a single service account, meaning the client required no additional Jira licences for Canary IT’s engineers - a direct cost saving. Support Fusion stores no ticket content, and all infrastructure is hosted in Australia.
Both teams configured the integration themselves in a shared console, across a couple of meetings, with no separate integration project and no code written.
The result
Canary IT went from demo to signed deal in four days. The integration was live in production within weeks, following the client’s formal change control process - not because it was complicated, but because that’s how healthcare clients work.
No integration project. No licences purchased. No ticket content stored. A managed service relationship, working the way both teams expected from day one.