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Support Fusion

Distribute work to any ticketing system your customers run.

Your platform raises the alert. Support Fusion delivers the ticket into whatever ITSM your customer uses - automatically, without a custom integration per customer.

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The integration problem every vendor hits

Your product connects to customer environments running different ticketing platforms. Keeping those connections working is a job in itself.

You're building integrations that aren't your core product

Every customer on a different ticketing platform means another integration to scope, build, test, and keep alive. That's engineering time being spent on connectivity rather than on the product you actually sell.

Your platform coverage is limited to what you've built for so far

A prospect running a platform you haven't integrated with yet becomes a conversation about custom scope. Scoping a new integration for a deal that isn't closed is a risk most engineering teams won't take.

Work you raise isn't visible in your customers' systems

Tickets generated by your platform don't land in your customer's ITSM until someone manually creates them there. That drives status calls, missed SLAs, and work with no audit trail on their side.

How you connect

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

1

Connect your platforms

Register your company profile and add API access to your platform. Then invite your customer to establish a connection - each side gets its own secure, isolated tenancy with no shared credentials.

2

Configure your workflow

Map how tickets flow between the two platforms - what triggers a sync, how assignments work, how statuses translate, and how tickets close on both sides. Both parties can view and edit the shared configuration.

3

Run a dry run, then go live

Trigger a few syncs manually to confirm tickets are landing correctly on both sides. Once everything looks right, switch to automatic mode and Support Fusion runs from there.

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

Built for vendor integrations

  • 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.

  • Attachment handling

    Attachments are automatically copied between platforms.

    Files, screenshots, and anything else automatically stays alongside the ticket. Fully configurable.

  • 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.

  • Comment controls

    Comments and work notes are fully controllable.

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

  • 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.

Connect to any platform your customers use

ServiceNow
ServiceDesk Plus
Freshworks
Halo
Jira
ConnectWise
Autotask
Syncro
Zendesk

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.
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.
How long does setup take on our side?
Most IT teams are connected and syncing on the same day. We need API permissions on your ITSM instance - no scripting, no development work, nothing for your ITSM team to prioritise as a project. Configuration is done through Support Fusion.
Is there an onboarding fee?
No. Onboarding is included. We work with you through the setup and will join calls with your client's admin team if needed. The only time we charge for onboarding is when a new connector needs to be built or there is something outside the platform's existing capabilities.
Can vendors connect to an IT service provider's PSA directly?
Yes. Support Fusion supports vendor-to-PSA connections, allowing vendors to receive and update tickets in their own system while the IT service provider manages everything from their PSA.

Stop building integrations. Start shipping product.

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.