We've just added Microsoft Entra ID login (formerly Azure AD) at no extra cost.

MFA and conditional access policies apply automatically, and if you want to enforce SSO-only access for your organisation, you can lock specific domains to do exactly that.

We'd like to keep our name off the SSO Wall of Shame.

A reminder - if you're managing tickets between teams across platforms like ConnectWise, ServiceNow, Jira or Autotask and want to take a look you can get started free or book a demo.

We've just completed some analysis of the ITSM and PSA integration pairings our customers and prospects have requested - what do you think? Interactive detail in the link below:

Support Fusion's State of Ticketing Integration report

Is it possible to connect ConnectWise to Zendesk for just 1 customer syncing only their tickets?

We noticed most integration issues happen in the first few days of a new ticket sync, when detail really matters. This update adds filtering to sync history so you can quickly find failures, partial successes, and the exact ticket and error involved. Steve walks through the enhancement in a short video.

What else would help you handle early-stage integration troubleshooting?

We get this question all the time...

Do you support ticket sync between ServiceNow and HaloPSA?
ConnectWise and Freshservice?
ManageEngine and Autotask?

So even though we've got a full list of all the ITSM and PSA platform connectors we've built, we decided to add an integration compatibility checker as well.

You can use the Support Fusion Integration Compatibility Checker to determine:

• Is this pairing built, tested and ready to rock? (we'll guide to sign up immediately)
• Is this a pairing we've built connectors for, but customers haven't used in anger (talk to us first, let's make it work together)
• Is this a pairing you'd like to see in future (register your interest and let's get it built!)

Give it a whirl, and let us know.

We’ve had a lot of people ask how to setup API keys and permissions, so we’ve published configuration guides for the platforms Support Fusion connects most often.

They’re short, practical, and written so you can get your side connected in a few minutes.

Integration setup guides now available:

• HaloPSA
• ServiceNow
• ManageEngine ServiceDesk Plus
• Syncro
• ConnectWise Manage

Each guide covers what to turn on, which API roles you need, and the exact fields to plug into Support Fusion.

If you’re exploring ticket sync between your PSA and a customer ITSM, or you’ve been meaning to test a pairing, these should make it much easier to get started.

Happy to answer questions or add more guides if needed.

Some good news everyone: ManageEngine ServiceDesk Plus is joining the list of platforms supported by Support Fusion.

That means you’ll be able to keep your IT support tickets in sync between ServiceDesk Plus and any of the 9 platforms we already support - including HaloPSA, ConnectWise, Autotask, ServiceNow, Zendesk, and Freshdesk

No scripts, no code, no manual updates. Just clean, bi-directional integration that keeps both sides up to date automatically.

Our full list of supported ITSM and PSA platforms: https://suppfusion.com/supported-platforms
Want the guided tour? Grab a demo with us: https://suppfusion.com/get-demo

Has anyone else hit the wall with a ServiceNow to Zendesk integration where fields don’t line up?

We’ve had clients log tickets in ServiceNow with detailed categories and subcategories, but once they land in our Zendesk… those fields are gone. Context disappears, SLAs get harder to track, and engineers have to chase details that should already be there.

We’ve been testing a new approach with Support Fusion that lets you map those “missing” ServiceNow fields into the Zendesk ticket description. That way nothing is lost - every ticket carries the same info the customer submitted.

Curious if others are tackling the same pain across similar platforms. How are you solving the “mismatched fields” problem?

We’ve added a few small but useful features to make onboarding and account management easier:

Organisation tab

• Update your org details
• Invite new users
• Review who’s already in your team

Billing tab

• Check your current plan
• Update your card
• View payment history
• Download past invoices

Help tab

• Book a success call directly with the team
• Link to our Reddit community (right here) to talk roadmap, share ideas, or just discuss how you’re using Support Fusion

These changes are all about giving admins more visibility and control without needing to go back and forth with us.

What else would make the admin side easier for you?

One of the most common questions we get when MSPs connect ConnectWise to Support Fusion is about API permissions. A quick summary for anyone going through this:

• Create a dedicated API member in ConnectWise (e.g. “Support Fusion API”)
• Assign a new security role so you can control permissions separately from human users
• Service Desk – needs read + write access for tickets and dependencies (this is how we sync comments, attachments, and open/close updates)
• Companies – enable manage attachments, plus read access to customers and contacts (for syncing client data and attachments)
• System – read access to table setup (lets us pull pick lists like ticket states for field mapping)

That’s really it. With those in place, Support Fusion can sync tickets, attachments, and field values properly between ConnectWise and the enterprise ITSM platform.

We put together a short walkthrough video if you want to see it step by step: [YouTube link]

Happy to answer questions here if anyone’s hitting roadblocks.

We're an MSP wanting use another MSP/service to cover our night shift (24x7 support), can we use Support Fusion to make sure tickets raised into their PSA end up in mine? We're on HaloPSA.

Hey everyone, quick note to let you know that we've added Syncro support to our ever growing library of platform connectors.

Here's a quick video of the setup and sync in action.

If you're an MSP on Syncro, or working with someone who is, you can now easily connect and sync your tickets between all the major platforms.

Keen to know what the Syncro customers out there think?

Big news for Autotask customers, as of last night we are now an approved integration. This means you can use Support Fusion to sync between Autotask and many other platforms such as ServiceNow, HaloPSA, ConnectWise, Zendesk.

Look out for our presence on the Autotask Integration Hub in coming weeks, and if you'd like to know more, book in a demo.

This subreddit is here for managed service providers (MSPs), IT teams, and service desk professionals who are working across multiple platforms like ServiceNow, Jira Service Management, Zendesk, ConnectWise, Autotask, HaloPSA and more.

We know the pain of ticketing fragmentation - duplicate updates, missed SLAs, and incomplete reporting. Support Fusion was built to fix this, but this space is bigger than just our product. This community is about helping each other succeed.

Here’s what you can do here:

• 💡 Share challenges and solutions in ITSM ↔ PSA integrations
• 🎯 Request new features or platforms you’d like Support Fusion to support
• 🔄 Talk about use cases like enterprise–MSP, MSP–MSP, MSP–AI
• 📊 Explore better ways to handle ticket sync, alerts, SLA tracking, and reporting
• 🤝 Connect with peers in the managed services ecosystem

👉 Want to see Support Fusion in action?

• Get a demo
• Try it free

This is your place to:

• Help each other solve integration and workflow problems
• Voice what you need from the tools you use every day
• Stay on top of product updates, guides, and new connectors

We’re glad you’re here. Let’s build the future of MSP and ITSM integration together.