Most of the time, tickets flow one way. Your customer raises an issue in their ITSM platform and it lands neatly in your PSA. From there, your team works it, updates flow back, and everything stays in sync.
But what about the other way around?
Sometimes tickets don’t follow the script. A user calls you directly. A request is logged by your service desk first. An overflow arrangement kicks in between two MSPs. In those cases, the ticket originates on your side - and it needs to travel back.
With our latest update, Support Fusion closes the loop. We’ve introduced a simple setting in your connector that lets you sync tickets backwards as well as forwards. Switch it on once, and those “reverse” tickets flow back using your existing field mappings.
That means:
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Enterprises can keep all tickets tied to a single customer record
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MSPs can manage overflow or specialist services without manual duplication
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Teams can route tickets back through the right queues, no extra steps required
It’s a small feature, but it solves a big pain. Because in managed services, workflows aren’t always linear. Sometimes you need to go backwards to go forwards.
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1 minute read