Integration failures: what to look for and how to fix them

Every integration will hit bumps at some point. Credentials change, networks glitch, teams update categories or workflows. What matters is how quickly you can see the issue, understand the cause and get things flowing again.

In this week’s product video, Steve takes you through real examples of sync failures inside Support Fusion and shows how teams can diagnose and resolve problems in minutes.

Three common failure types and what they mean

1. Authentication issues

These usually appear when API credentials have expired or been changed without updating your connection. Maybe a service account was disabled or an API token rotated. Support Fusion surfaces the exact issue so you can correct the credentials and retry the sync.

2. Network timeouts

Sometimes one platform is slow to respond. Most of the time, these recover on the next cycle. If you see multiple in a row, it is worth checking the status pages of the PSA or ITSM you are connected to. The important part is that Support Fusion always resumes from the last successful cycle, so no updates are lost.

3. Individual ticket failures

If your platform connection is healthy but a specific ticket will not sync, the cause is usually a mapping or lookup issue. In the video, Steve shows an example where a category name changed inside Halo, causing the lookup to fail. Updating the mapping resolves it instantly.

Why this matters for MSP delivery

For MSPs supporting multiple clients across different platforms, clarity is essential. You need to know:
• what failed
• why it failed
• what you need to fix
• and whether any updates were missed

Support Fusion gives delivery teams the visibility to stay on top of this. Once the issue is fixed, the next sync picks up every change from the last successful cycle. This keeps SLAs intact, avoids manual rework and helps maintain trust with your customers.

Watch the walkthrough

Steve’s short video shows each scenario in action and how quickly you can get things back on track. Check out the full demonstration above.