When we started Support Fusion, we didn’t want to guess.
We went straight to the source - the MSPs, the enterprise IT teams, the people stuck copying and pasting ticket updates every single day.
And what they told us was loud and clear: they’ve tried everything. None of it really works.
The first thing most teams try is an email-based bridge.
It sounds clever at first - send an email when a ticket is raised, and let the receiving platform create one automatically.
But it’s chaos in practice.
Tickets loop endlessly when someone replies from the wrong thread.
Duplicate tickets appear when the subject line changes slightly.
Attachments go missing, context gets lost, and before long the “integration” becomes a clean-up job.
As one MSP told us:
“We spent more time cleaning up ticket loops than actually fixing tickets.”
It’s not integration. It’s a bandaid with a spam problem.
Zapier and similar tools are great for lightweight automation - but not for IT service workflows.
Every MSP who’s tried to build an ITSM-to-PSA sync this way tells us the same story:
“We thought it’d take a day. It took a week. Then it broke the following week.”
Why? Because IT service data isn’t predictable.
Tickets don’t have the same fields across systems.
Priorities, categories, and even attachments behave differently.
So “one Zap” turns into dozens of brittle rules and conditionals that cost more each month than the original tickets are worth.
And when you try to add comments, attachments, or field mapping?
The pricing model blows out faster than you can say “multi-step workflow”.
For MSPs with strong dev capability, the next stop is a custom API integration.
We’ve heard quotes ranging from $50,000 to $100,000 and 2–3 months of work, only to end up with something that needs constant attention.
APIs change, authentication expires, data formats shift, and when something breaks, nobody’s quite sure which side is responsible.
“We had to hire a developer just to maintain it. It became another system to support.”
These builds usually live in one engineer’s head - and when that person leaves, so does the integration.
A few MSPs, tired of the pain, went nuclear.
They replatformed their entire operation onto ServiceNow - the same platform their enterprise customers use - just to solve the sync problem once and for all.
Half a million dollars and a organisation-wide change in work processes is a lot just to connect two teams together.
“We just wanted to align with our customers, we had no other option.”
For most MSPs, that level of investment is simply not possible.
When all else fails, teams go back to the old way - manually managing two tickets across two systems.
We met one service delivery manager who admitted their entire role was to translate tickets between platforms. Yikes.
“We’re paying someone to be the integration.”
It’s slow, error-prone, and it burns out talented people who could be doing much more valuable work.
After hundreds of conversations, the wish list is simple:
A solution built for IT workflows, not generic automation
Predictable monthly pricing that scales with contract size
Zero code setup, so no developers are needed
Coverage across the major ITSM and PSA platforms, out of the box
That’s exactly what we’ve built with Support Fusion - a self-serve, ITSM-PSA integration designed for how MSPs and enterprise IT actually work.
You connect your platform, your customer connects theirs, map the important fields, and switch it on.
From then on, tickets, statuses and comments stay in sync - in real time, in both directions.
No loops, no scripts, no replatforming.
The truth is, none of this is really about integration - it’s about connection.
IT teams and service providers already use the tools they love.
They just need a way to work together without friction, risk, or wasted effort.
Every hour saved from copying and pasting is an hour that can go back into solving problems, improving service, and growing the business.
That’s the future we’re building - one connection at a time.