We recently walked a West Coast MSP and their US banking client through connecting Jira with ConnectWise. Thirty minutes into the call, the MSP's technical lead said: "When we had our first call, I already liked the look of Support Fusion and how you guys present it. The more we're going into this, I like it more. This is awesome. This is really clean. I love it."
Here's what stood out from the session.
The bank came prepared with security questions. They needed to scope permissions to a single Jira space and wanted to understand exactly what access the integration would have.
Our approach works in three layers: OAuth application scopes set the broadest boundaries. Connected user permissions further restrict access to whatever that user can see. Platform configuration lets you select specific projects and define filters by queue, assignee, or JQL query.
As Steve, our CTO, explained: "The application will only be able to do what it's scoped, but then also reduced to whatever the user can do within that scope."
The bank created a dedicated user with restricted permissions, then further limited sync scope through queue configuration. Problem solved.
Steve highlighted a key product difference: "So much of what we've seen in this space was too technical. You should just choose the fields, just as configured in your platform."
The bank's IT manager could see his Jira fields. The MSP could see their ConnectWise fields. Mapping them was visual, not scriptural.
When they tested the first sync, it worked. Updates flowed both directions. Field mappings could be adjusted on the fly.
When the team discovered a custom field was not yet in our system, Steve added it to the development list on the spot. When questions arose about contact matching logic, he took it on notice rather than making assumptions.
The bank and MSP weren't working around limitations. They were shaping the solution to fit their workflow.
By the end of the call, both organisations had connected their platforms, synced tickets in both directions, and mapped their core fields. The entire process took under an hour.
Near the end of the call, Greg, our CEO, made a point about how we approach customer feedback: "Don't always assume that you need to work around any perceived limitations. The lines of communication are always open. Let us make this the best product that works for you."
For organisations evaluating integration platforms, the question isn't whether a platform supports your exact use case today. It's whether the team building it listens when you explain what you actually need.
If you're an MSP working with clients who won't switch ticketing systems, or you're managing integrations between Jira and ConnectWise (or any other PSA combination), you don't have to build complex scripts or settle for rigid, one-size-fits-all solutions.
Support Fusion is built for exactly this situation. Visual configuration, granular permission scoping, and a team that listens when you explain what you actually need.
Book a demo and we'll show you how it works with your specific setup. No sales pitch, just a technical walkthrough of whether Support Fusion fits your requirements.