For years, IT teams using Jira have asked for a simpler way to collaborate with their managed service providers. Service desks on Jira Service Management often work with MSP partners who run tools like ConnectWise, Autotask or HaloPSA. These systems do not natively integrate because they operate in different markets, one focused on ITSM and the other on PSA.
This has left many teams relying on manual ticket updates, email follow ups or basic e-bonding workarounds. These approaches often fall short when ticket volumes rise or when multiple service partners are involved.
Support Fusion now changes this with our new Jira connector.
The connector supports both JSM and regular Jira projects. That means internal IT teams can keep using Jira as their primary ITSM platform, regardless of how their project structure is set up.
On the MSP side, partners can keep working in their PSA tool of choice. Support Fusion already supports ConnectWise, Autotask, HaloPSA, Syncro, ServiceNow, Freshservice, Freshdesk, Zendesk and ManageEngine ServiceDesk Plus. Jira users can now connect with all nine platforms through one configuration.
The line between PSA and ITSM is often blurred. PSA platforms manage contracts, billing, and engineer workflows. ITSM tools manage incident and request processes. Although both manage tickets, they operate in very different parts of the service lifecycle.
Questions we hear often include:
Is Jira considered a PSA?
Can ServiceNow integrate with ConnectWise without giving access?
What is the real difference between PSA and ITSM when managing ticket flows?
How do we avoid the limitations of legacy e-bonding solutions?
The answer is simple. These systems serve different audiences, which is why direct integration rarely exists. Support Fusion bridges that gap by connecting the two sides at the ticket level, without needing custom scripts, API knowledge or platform access that compromises security.
In the demo, Steve shows how quickly the connector can be set up:
Authenticate into Jira with a single click
Choose which Jira project to sync, including Service Management projects
Map core fields like title, description and priority
Perform a live ticket sync from Jira to ConnectWise
The first ticket appears in ConnectWise within seconds, complete with title and description. From that point on, comments, attachments and status updates stay in sync automatically.
Many teams have tried to connect Jira to PSA tools using workflow rules, webhooks or DIY Zapier builds. These can work temporarily but rarely scale because ticket volumes, custom fields and project structures shift over time.
Support Fusion removes this maintenance overhead. It provides a single, contract-aware integration layer that can handle:
Multi-partner environments
High ticket volumes
Project-specific mappings
Different priority schemes or assignment rules
The result is a more reliable way to collaborate with service providers, without needing to rethink platforms or licensing.
The Jira connector is now available. If you work with an MSP running a PSA like ConnectWise, Autotask, HaloPSA or Syncro, or if you need Jira to integrate with ServiceNow or another ITSM platform, Support Fusion provides a fast, secure and scalable option.
Watch the full walkthrough or request a demo.