Upon first seeing our platform in action, a recent demo participant's first reaction was:
“It looks almost too easy.”
Because that’s exactly how it should feel. But behind the simplicity is months of validation and decades of lived experience.
At the beginning of the year, we spent three months in dedicated validation as part of our Antler residency. We spoke with service providers and IT teams across markets to test assumptions, challenge designs, and confirm what mattered most.
The takeaway was clear: integrations only succeed if they reduce complexity, not add to it.
We know this because we’ve lived these workflows ourselves.
Enterprise IT teams need tickets for service management and visibility
MSPs need tickets for resourcing, billing, and monitoring
Both sides want to stay in their preferred platforms without duplicating work
As we put in the demo:
"Each team gets to work within their preferred platform, we handle the rest.”
In IT services, the default assumption is that integration equals complexity. APIs, mappings, developer time, consultants - it’s all overhead before any value appears. That’s why so many projects stall.
We’ve taken a different approach. Our benchmark isn’t “engineer gets it done,” it’s “account rep can set it up.” Real adoption only comes when the people closest to the customer relationship can make changes without calling in favours or waiting weeks for technical resources.
So instead of a long project, our model is:
A few minutes on each side to connect platforms
A guided setup that maps fields and rules without code
An always-on sync that keeps tickets, comments and updates flowing both ways
The result is a fully-automated sync powerhouse, ready to underpin any size of managed services contract.
We started with ticket sync because it’s the pain point that our customers feel the most. But we understand, IT managed services is about more:
“Do those assets replicate in our instance?”
Assets and company records are natural next steps, and so is alert handling. Engineers don’t want every system event to land as a ticket - they want to know if an alert really applies, or if it’s just noise.
That’s the direction we’re heading: filtering the signal from the noise, so only what matters reaches the service desk.
Every managed services contract has its quirks: unique fields, customer-specific workflows, different ways of describing the same event. We’ve designed Support Fusion so that those quirks don’t break the flow - they’re just part of the configuration.
If the integration layer adds complexity, it’s failed. If it makes tickets, alerts, and updates flow effortlessly, it unlocks time for higher-value work: engineers solving problems, account managers preparing insights, leaders building trust with clients.
So yes, it should look easy. That’s the point. Every time a ticket lands exactly where it should, every time a team avoids rekeying data, every time someone says “we need a solution” – we know we’re on the right path.
It looks easy because it is. Support Fusion takes just a few minutes on each side to connect your ITSM and PSA platforms, building a fully-automated sync that underpins any size of managed services contract.