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BTS: What happens in a Support Fusion demo

Picture of Greg Rudakov By  Greg Rudakov  ·  2 minute read

If you’ve ever booked a software demo and wondered what actually happens behind the scenes, here’s a look inside a real Support Fusion session - names changed, context intact.

This one was with a national managed services provider (MSP) that’s growing fast through acquisition. Their challenge? Each acquired business runs its own ticketing system. Their clients run ServiceNow. The MSP runs ConnectWise.

Three platforms. One workflow. And a need to make them talk to each other.

Setting the scene

“Our CEO saw your post and said, this looks interesting. We’re trying to solve exactly this.”
-Operations lead, national MSP

That’s how most demos start - with curiosity. Someone’s seen Support Fusion in their feed or heard about it from another MSP, and wants to see how it handles their specific mix of tools.

In this case, the MSP’s integration lead, platform owner and operations head joined the call to explore how ServiceNow and ConnectWise could sync in real time.

The challenge

“We’ve acquired a business using Halo. Their client’s on ServiceNow. We need tickets to flow into our ConnectWise environment without agents touching both systems.”

This is one of the most common scenarios we see. When MSPs merge or take on clients with mature ITSM tools, ticket duplication becomes the hidden tax on delivery. Everyone wants to stay in their own platform, but no one wants to retype tickets, chase updates or miss SLAs.

The walkthrough

Our CTO, Steve, set up a demo pairing using real connectors for ServiceNow ↔ ConnectWise. Here’s what that looks like live:

  1. Two sides connect – each party signs in to Support Fusion, adds their platform credentials, and exchanges a one-time pairing code.

  2. A ticket appears – a ServiceNow incident (“Andrew’s laptop is overheating”) flows into ConnectWise automatically.

  3. Status and comments sync – when the MSP updates the ConnectWise ticket (“working on it”), ServiceNow reflects it instantly.

  4. Attachments come along for the ride – screenshots and logs included.

  5. Internal vs external notes respected – private comments stay private, customer-facing notes sync both ways.

“The idea is our agents just stay in ConnectWise. We don’t want to worry about how it reflects in the other system.”
-Service operations manager

The practical bits

Field mapping
Every platform calls things something different: “short description” vs “summary”, “state” vs “status”. Support Fusion’s zero-code mapping layer bridges those gaps, letting teams match fields without engineers or scripts.

Notifications
We don’t touch your email rules. Each system keeps its own notification flows. We just make sure the ticket data stays in sync so the right platform sends the right messages.

Onboarding
We join short working sessions on both sides to confirm credentials, test mappings and validate data flow. From there, it’s self-serve with a guided setup and growing knowledge base.

The questions that always come up

  • What if there’s already a custom integration?
    No problem. We’ll review the fields and behaviours with the client’s ServiceNow admin and mirror what matters.

  • Do we need to change our workflow?
    Not unless you want to. We adapt to how each side works today.

  • Who owns the process?
    Both sides do. We help coordinate, but MSPs and clients remain in control of their own systems.

How we wrap up

“We're happy to play "integration team" in the room. You have your standard customer call, and we help answer the curly questions.”
-Greg Rudakov, Support Fusion

Each demo ends with next steps. In this case:

  1. Review the client’s existing Halo ↔ ServiceNow setup.

  2. Document ticket types, fields and email triggers.

  3. Create a ServiceNow ↔ ConnectWise pairing in Support Fusion.

  4. Validate sync behaviour and agree the go-live scope.

What to expect when you book a demo

If you book a 30-minute session with Support Fusion, you can expect:

  • A real conversation about your systems, not a scripted pitch.

  • A live product walkthrough using your scenario - hint: let us know what you need early.

  • Honest talk about what’s easy, what’s tricky, and how we handle both.

  • Clear next steps, whether you’re testing, piloting, or ready to deploy.

The goal is to show you how quickly your tickets can start syncing, and what that unlocks once they do.