What we are working on now, what comes next, and the directions we are exploring further out.
What the team is building at the moment, and expects to ship by the end of the year.
Real-time webhooks ship for ServiceNow today. This broadens them across the platform library, and past ticket and comment updates to the other events worth acting on, so more of what happens arrives the moment it happens instead of on the next polling cycle.
ServiceNowThe Finance motion: invoices and approved time moving from your PSA into your ERP, so the ledger and service delivery are working from the same numbers instead of two versions of them.
NetSuite
ConnectWise
AutotaskConnect a platform that is not in the library. If it has an API, you define the connection yourself rather than waiting for it to be built, which is how it should have worked all along.
Custom APICustom fields can already be mapped like any other field. This extends that reach, so a field your business invented is never the reason a record has to be finished by hand.
Filtering ships today on resolver groups, service boards, and assignment. This opens it to your own criteria, so what crosses a connection is decided by the rules the contract actually runs on.
Time already syncs between ConnectWise, Autotask, and HaloPSA. This brings it to the rest of the library, so billable work recorded on one side reaches whichever platform it is invoiced from.
A Model Context Protocol endpoint over your own connection data, so the agents your team already runs can read what moved, when, and whether it worked. Agents are only as good as the data underneath them, and this is that data.
Under strong consideration for the early part of the new year.
Describe how your two teams work and have the field mapping, filters, and a dry run drafted for you to approve. The setup legwork is the part worth handing over, not the judgement about what should cross.
Every connection is monitored around the clock today. This lets the platform act on more of what it sees, retrying and clearing the failures that currently wait on a person to look at them.
Tickets get moved between groups and merged into one another. Both should carry across a connection, rather than leaving the other side holding a record that no longer exists.
A history of every change to a connection, with the ability to compare versions and roll one back. Two organisations share that configuration, so it should be clear what changed and who changed it.
Roles within your own organisation, so administering a connection, configuring it, and reading its history stop being the same permission.
Sync history already records what moved. This records what changed about the connection itself, by whom and when, as an export an auditor can take away.
Reporting on how work moves against the agreement it belongs to, so response and resolution across a connection can be evidenced rather than argued about at the review.
The audit is underway on top of our existing ISO 27001 certification. Reports will be available through the Trust Center as soon as it completes.
Further out and very open to change. Worth letting us know if one of these would change your world.
Error alerts arrive by email today. This adds the places teams actually watch, so a failed sync surfaces in the channel your on-call already has open.
The product, and the content that travels with a record, in languages other than English.
Choose the region a connection runs in. Credentials already stay in your own tenancy and we hold no ticket content, so this is about processing location rather than storage.
Agreements, projects, opportunities, and whatever customers ask for after those. Pricing follows the connection rather than the object type, so a new object is not a new product to buy.
For desktop users only (sorry!). Drive the Support Fusion roadmap for yourself, in all its 90s gaming glory.
Turn your phone
Roadmap Rally runs in landscape.
Tell us which platform, object, or workflow would change how you work and it goes into the conversation.
