Custom field mapping is now supported

Every IT environment is shaped by the business it serves. Over time, ticketing platforms get extended — new fields are added to capture information that matters to that specific team, that specific workflow, that specific client relationship. The platforms become a reflection of how work actually gets done.

That's fine, until you connect two of those systems together.

When tickets sync between platforms, standard fields map across cleanly. But custom fields — the ones your team added to track something specific — have historically had nowhere to go. The data either gets lost in transit or has to be tracked manually on the other side.

Support Fusion now supports custom fields, which means that data can travel with the ticket.

How it works

Custom fields are managed directly in Support Fusion's settings. You create the field, give it a name, and include it in your field mapping. From that point on, it syncs automatically whenever tickets are created or updated — just like every other mapped field.

The setup is straightforward. You're not modifying anything in your underlying platforms. You're just telling Support Fusion what to look for and where to put it.

A practical example: HaloPSA and Freshservice

One of the most common use cases for custom fields in a multi-system integration is capturing the ticket ID from the connected platform. When a ticket syncs from Halo PSA into Freshservice, both teams need a way to reference the original — particularly if they're troubleshooting, escalating, or checking status across systems.

In this week's product update, Steve demonstrates exactly this setup. A custom field called "External Ticket ID" is created in Freshservice. That field is then added to the Support Fusion field mapping, linked to the Halo PSA ticket ID. When a sync runs, the Halo ticket ID populates that custom field in Freshservice automatically.

Both teams can see what's linked and where, without any manual lookups.

Why this matters

Custom fields often exist because standard fields weren't enough. They represent the gaps between how a platform was designed and how a business actually works. When those fields don't carry across an integration, the integration itself becomes a source of missing context.

Custom field support closes that gap. The data your team relies on stays intact across systems, which means technicians on both sides have the full picture when they need it.

Available now

Custom field support is available now for all Support Fusion customers. If you're already using field mapping in your integration, adding a custom field takes a few minutes to configure.