Integrations are often treated as projects. Weeks of back and forth, technical escalations, and long configuration cycles.

This one took about an hour.

A mid sized MSP and a healthcare provider joined a single call, connected HaloPSA and ManageEngine ServiceDesk Plus, aligned how their teams work, and agreed a safe go live plan. No code. No scripts. Just clear roles and a guided workflow.

Here is what effective onboarding looks like in practice.

Who attends and why

Strong onboarding relies on the right mix of people, not just the right tool.

• Platform admins
  They can create OAuth apps, set permissions, confirm queues and test connections.

• Process owners
  They know how work should flow, what statuses mean, and how priorities are set.

• Support Fusion onboarding lead
  Keeps the sequence structured, guides mapping decisions, and prevents unsafe choices like “sync everything now”.

With those roles together, onboarding becomes a shared design step rather than a technical task.

Onboarding a MSP ticket sync in four goals

Goal 1: connect both platforms

What we did:

• Both sides created their Support Fusion accounts and connected HaloPSA and ServiceDesk Plus using standard API keys

• Verified OAuth and portal access, including SSO on the customer side

• Confirmed both platforms were visible and ready for pairing

A clean, no code connection in minutes.

Goal 2: establish the relationship and define scope

What we did:

• One party created the pairing and shared the code; the other confirmed it

• Agreed what should sync first: all tickets, comments and attachments

• Set safe defaults like triage types and catch all categories

The pairing becomes the workspace for all future configuration.

Goal 3: align how work should behave across systems

This is where the real value sits.

What we did:

• Mapped statuses so “Closed”, “Open”, “Escalate” and “On Hold” translate clearly both ways

• Standardised impact and urgency values, keeping priority rules intact

• Agreed an approach for categories, with the MSP recreating the customer’s structure for reporting

Support Fusion captured these decisions as configuration, not custom code.

Goal 4: prepare a safe go live

What we did:

• Chose a start point in time to avoid syncing legacy tickets

• Planned a short pre–go live test with a restricted filter

• Reviewed ~40 open tickets on both sides before enabling auto sync

The aim is simple: go live smoothly, without 600 unintended tickets appearing at once.

What this session shows

This 60 minute session is a good template for future pairings. A strong onboarding:

1. Brings the right roles together
   Platform admins to handle configuration, process owners to define how work should flow.
2. Treats integration as workflow design, not just API plumbing
   Statuses, impact, urgency, and categories are business concepts, not just field names.
3. Starts simple, then layers on sophistication
   Connect, set sensible defaults, test in a safe space, then add richer mappings.
4. Plans go live deliberately
   Pick a start time, understand open tickets, and avoid any mass  ticket surprises.

For MSPs and their customers, the outcome is simple. Both sides keep working in their own tools. Tickets, comments and attachments stay aligned. SLAs are easier to track. And nobody has to spend their week copying and pasting updates.

If you want to see what a 60 minute onboarding could look like for your MSP and a key customer, you can book a Support Fusion demo and we will walk you through it.