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Support Fusion

Work that leaves your ITSM shouldn't disappear.

When an external provider picks up a ticket, your team loses visibility - unless someone's watching two portals. Support Fusion keeps tickets in sync across company lines, automatically.

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Managed integration for enterprise IT teams. See pricing →

Right now, someone on your team is watching someone else's system.

Co-managed IT always leaves a gap between platforms. No single tool was designed to close it.

Work that leaves your system becomes invisible

The moment a ticket lands with an external provider, your team loses sight of it. Status comes via email, or doesn't come at all. Watching someone else's portal becomes part of the job.

External teams need accounts inside your ITSM

Every service provider you work with gets a user in your system - licences to pay for, onboarding to manage, and access to audit and revoke every time a relationship changes.

Connecting a new provider is a project in itself

Getting an external team integrated with your ITSM typically means a statement of work, a development engagement, and weeks of lead time before anything actually syncs.

How you connect

Up and running in under a day. No coding, no project, no professional services.

1

Invite your provider and connect

Register your company profile and add API access to your ITSM. Invite your service provider to establish the connection. Each side gets its own isolated tenancy - no shared credentials, no cross-account access.

2

Agree on the workflow, together

Map how tickets flow between the two platforms - what triggers a sync, how statuses translate, how tickets close on both sides. Both teams configure it together. Most configs are done in under an hour.

3

Work your tickets. Just yours.

Once live, tickets flow automatically. Your team stays in your ITSM. Their team stays in theirs. No second portal, no manual updates, no email threads asking for status.

We'll look after everything and help you along the way.

Trusted by IT teams at

HealthecareAustralian Venue CoJemenaCoastalAdrian SteelCambridge Associates

"Support Fusion clearly understands ServiceNow - you can tell it was built by people who know the platform."

ServiceNow Administrator

Global Retailer

Built for enterprise IT teams

Six capabilities purpose-built for IT teams co-managing work across company boundaries.

  • 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.

  • 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.

  • 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.

  • 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.

Works with your ITSM

ServiceNow
ServiceDesk Plus
Freshworks
Halo
Jira

Common questions

Does setting up Support Fusion require a dedicated integration engineer?
No. Support Fusion is built for operations teams, not developers. Pre-built connectors, a no-code configuration interface, and central monitoring mean the people who understand the workflow - not the people who built the systems - can set it up and keep it running. Once live, we manage the integration centrally. There is no ongoing technical maintenance on your side.
Will our IT service providers need to change how they work?
No. That's the point. Your IT service provider continues working in their own platform exactly as they do today. When a ticket needs to cross the boundary between your systems, Support Fusion handles it automatically. Neither team logs into the other's system, and neither changes their workflow.
Do I need to write any code to set up an integration?
No. Support Fusion is configured through a visual interface built for operations teams. Connect your platforms, map your fields, set your sync rules - no developers, no scripting, no project required.
How long does it take to set up an integration?
Registering and connecting your platforms typically takes under 30 minutes. The joint configuration call - where both teams map fields, set sync rules, and agree on the workflow - is typically done in under an hour with both platform admins on the call.
Can I test the integration before going live?
Yes. Support Fusion has a dedicated staging environment where you can run a full proof-of-concept against sandboxes for each platform. Your staging config runs completely independently of production - test everything first and switch to live only when you're ready. The free Manual Sync plan also lets you test manually at no cost before committing to automatic syncing.
Is there a free option?
Yes. Manual sync is free with no time limit. Connect your platforms and trigger syncs manually to prove the integration works - no commitment, no credit card. When you're ready for automated sync, pick a connection type and add a card.
Can we control which comments and notes are shared?
Yes. You can configure whether to sync public notes only, or both public and private notes. The privacy level is preserved - a private work note in one platform arrives as a private note in the other.
Do timestamps sync for SLA tracking?
Yes. Support Fusion preserves the original event timestamps on ticket updates - status changes, notes, and closures all carry the time the event occurred, not the time it synced. This keeps SLA timers accurate on both sides.

Keep work visible. Keep your ITSM clean.

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.