Emails have been the foundation for most people when triaging tickets, but this traditional approach is quietly undermining service efficiency and client satisfaction.
When you rely on email as your main ticketing method, issues can pile up quickly. Emails are often vague, lacking essential context, and difficult to prioritise accurately.
In a recent conversation with an MSP customer, they shared how simple changes, such as clients switching email templates or new users replying from different addresses, completely broke their ticket parsing. There were no alerts until they missed an SLA and received a frustrated email asking for an update.
Which is why MSPs need a smarter, more scalable way to manage support workflows.
Transitioning to an integration platform like Support Fusion with real-time updates eliminates manual work, keeps systems aligned, and creates a scalable foundation for better service delivery and growth.
While email might seem like a free & flexible ticketing solution, the actual cost to your business is substantial.
To keep up with the growing demand of enterprise clients, most MSPs end up:
About 40% of Level 1 tickets can be resolved without human involvement but email triage forces technicians to handle basic requests, increasing operational expenses.
The time cost is equally concerning. The average professional spends a staggering 28% of their workday, roughly two and a half hours daily, managing emails. For a 100-person organisation, that translates to $2.10 million annually spent just on email work.
Thus, the financial impact of email-based ticket management is greater than most MSPs realise.
Without proper automation, your MSP ticket system lacks the intelligence to categorise and prioritise issues based on urgency or complexity. Indeed, over 60% of SLA violations can be traced directly back to poor ticket handling.
The manual nature of email support causes service desk processes to break down. Support teams often spend hours scanning messages, creating folders, and shuffling things between team members.
Due to fragmented email chains, things fall through:
Email triage forces your service desk to operate blindfolded, lacking scalability, crucial context, tracking mechanisms, and efficient workload distribution.
The question isn't whether you can afford to upgrade from email-based ticketing, it's whether you can afford not to.
Modern MSP support starts with:
Your clients expect visibility & insights, your team needs better tools, and ultimately, your business success depends on making this critical shift.
Support Fusion eliminates the need for email-based ticket integration by enabling real-time, bi-directional sync between the platforms used by your clients (ServiceNow, Jira, Zendesk, etc.) and your PSA systems (ConnectWise, Autotask, Halo, etc.).
This means:
Want to see how this works, with zero code or email headaches?
We'll show you how other MSPs are using integrations to close deals faster, deliver more, and grow smarter.