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Support Fusion

Your clients have their own ITSM. You don't need to touch it.

Your engineers work in your PSA. Your clients work in their ITSM. Support Fusion keeps both in sync across the company boundary, automatically.

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Managed integration for IT service providers. See pricing →

Right now, someone at your company is the integration.

Every new enterprise client means building or explaining a new workaround. That's not a process problem - it's a missing product.

Enterprise clients won't log tickets in your portal

They have their own ITSM and their own workflows. When you ask them to use your portal, they're managing two systems. Most won't do it consistently - and you never know what's in their queue.

Every cross-boundary update is a manual touch

Status changes, work notes, resolution codes, attachments - each one that needs to cross the company line is a manual step. At volume, that's where margin disappears and things fall through.

Your integrations are single-person dependencies

The email rules, scripts, or API connections you've built work until the person who built them leaves, a platform updates, or a new client needs a different setup.

How you connect

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

1

Connect your PSA and invite your client

Register and connect your PSA using API credentials. Invite your client to establish the connection on their side. Each organisation gets its own isolated tenancy - no shared credentials, no cross-account access.

2

Configure the workflow together

Map how tickets flow between your PSA and their ITSM. Set sync triggers, status translations, closure rules, and which fields are shared. Both teams configure it together. Most setups are done in under an hour.

3

Work your tickets. They work theirs.

Once live, tickets flow automatically in both directions. Your engineers stay in your PSA. Your clients stay in their ITSM. No portal juggling, no manual updates, no chasing for status.

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

Trusted by IT service providers including

Planet6CanaryEricomAdamsLogicalisSystimaDefenovateChorusBenchmark 365Techsavvy Solutions Group

Before Support Fusion, we had a half-working email integration that nobody fully understood. Now our clients' tickets land in our PSA automatically and we can manage everything from one place.

Max Manghelli

Senior Architect, Canary IT

Read the case study →

Built for IT service providers

Six capabilities purpose-built for co-managed IT across company lines.

  • Sync

    Bi-directional ticket sync

    No one has to pull anything. It just syncs.

    Every update, comment, and status change flows both ways. Assign a ticket in one platform and it stays bonded across both until it closes.

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  • Sync

    Automatic sync

    Set it up once. It keeps going.

    No manual triggers, no monitoring queues. Once configured, Support Fusion keeps tickets in sync across both platforms until the work is done.

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  • Sync

    Closure handling

    Closure is its own beast. We handle it.

    Configure whether the external party can trigger closure in your system, or whether you hold the final close step yourself. Resolution codes, notes, and closure policy all carry through. Some teams automate the full cycle; others prefer to receive a Resolve status and close on their own schedule.

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  • 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.

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  • Configuration

    Comment controls

    Internal notes stay internal. You control what crosses.

    Configure what syncs per ticket type. Keep work notes to your team. Share updates with clients. The rules are yours.

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  • Administration

    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.

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Works with your PSA and your clients' ITSM

ServiceNowServiceDesk PlusFreshserviceHaloITSMJiraConnectWiseAutotaskHaloPSASyncro

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.
What is Support Fusion?
Support Fusion is managed integration for IT service providers. It keeps tickets, customers, invoices, assets, and projects consistent across every platform that holds them - whether those platforms belong to one organisation or several. No code required. No dedicated integration engineer needed.
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.
Can we control who closes a ticket and how resolution is handled?
Yes. You configure whether the other party can trigger closure in your system, or whether you prefer to receive a Resolve status and close on your own schedule. Resolution codes and comments sync as part of the closure workflow. Some teams automate the full closure cycle; others prefer to hold the final close step themselves.

Stop managing the integration. Start managing the work.

Pick a time below and we'll walk you through how it works for your setup.