Eighty manual tickets a week, gone

The challenge

Users raised tickets two ways. Phone calls landed in Systima’s HaloPSA. Emails created tickets in the client’s Service Desk Plus. When a ticket came in through Service Desk Plus, someone on Systima’s team had to forward it to Halo’s support mailbox by hand. It arrived stripped of the original requester and logged under a generic contact, and from there every note and status change had to be copied across on both sides. At 70 to 80 tickets a week, that was a standing tax on two teams.

Systima had scoped building their own middleware to bridge the platforms. Mapping two systems with different data structures, field names, and status vocabularies is real engineering work, and Systima’s team knew how to approach it. The question was whether they should. Building it once is one thing; owning it as both platforms update is another. That ongoing maintenance cost was not where they wanted their engineering time to go.

The solution

Support Fusion connects HaloPSA and ManageEngine Service Desk Plus directly. Every Service Desk Plus ticket that belongs to Systima syncs into HaloPSA, and Systima’s tickets for the client sync back the other way. Notes, status changes, priority, and file attachments move both ways on a five-minute cycle. Requester email is matched to the right Halo contact, so the person who raised the ticket is preserved instead of collapsing into a generic record.

The two teams configured it themselves in a shared console across a couple of working sessions. The client simplified four urgency tiers to three to align with Halo’s priority matrix. Around 300 category mappings were set, with Service Desk Plus’s two-level category and subcategory structure flattened to map cleanly to Halo’s single category field, and anything unmapped falling back to a sensible default. Closed status syncs both ways. There was no build phase, and no code.

The result

The manual forwarding is gone. Tickets move between HaloPSA and Service Desk Plus without anyone touching them, and notes, status changes, and attachments land on both sides inside five minutes. The client’s IT team has a live view of every open ticket in its own system, whoever is working it. When a ticket needs to pass to the internal team or out to a third-party vendor, the group assignment carries it and both sides keep visibility.

The real change is who is no longer in the middle. Keeping HaloPSA and Service Desk Plus aligned used to fall to Systima’s engineers, one ticket at a time, because when platforms don’t talk the people in the middle have to. That made an engineer the integration - the single point the whole arrangement quietly depended on. Support Fusion is that connection now. The platforms stay in sync on their own, both teams have the whole picture, and no-one has to be the glue.