More than just sync, it’s about respecting the workflow

When people think about integrating two systems, they often imagine something simple: data in one system magically appears in the other. For ticketing, that might mean a ServiceNow incident shows up in ConnectWise, updates stay in sync, and everyone’s happy.

That’s the Zapier promise: “connect this to that” in a few clicks.

But if you’re an MSP working with all sizes of customers, that’s not your reality.

The real-world challenge isn’t just syncing data, it’s aligning workflows across two fundamentally different operating models. That’s where general-purpose integration tools break down, and where specialised platforms like Support Fusion shine.

It’s not about data sync - it’s about respecting the workflow

Behind every ticket is a set of expectations. A technician update. A client comment. A manager escalation. None of this lives in one neat row of data.

Even when a sync is technically “working,” the moment someone updates a work note or triggers a closure flow, things can break down fast.

• Where do work notes go?

• Which fields matter to whom?

• What happens when one platform expects a two-step closeout, but the other just wants a “closed” flag?

These aren’t edge cases. They’re the reality of co-managed IT. And no one wants a public-facing comment to accidentally expose an internal update, or a mandatory ServiceNow field to silently drop because it doesn’t exist in ConnectWise.

Zapier can’t answer those questions. Not without custom code, duct tape, or a technician manually reviewing what’s been synced.

A real-world example: a design partner rollout

In a recent rollout with one of our US-based design partners, these nuances showed up immediately.

Public comment sync? Mostly fine - but 5-10% of comments that mattered were buried in work notes, never seen by the other side.

Field mapping? Painful. Even basic fields like “location” don’t align. Critical for ServiceNow reporting. But means something entirely different in ConnectWise.

This wasn’t a tech failure. It was a workflow mismatch.

Generic tools treat integrations like pipelines. But MSPs and enterprises don’t operate in pipelines. They operate in live, dynamic processes that evolve as teams grow and customer relationships deepen.

Why IT services need specialised tooling

MSPs don’t just want sync. They want control.

They want to configure how and when comments sync, without writing code and logic. They want to map custom fields once, and change them as the client evolves. They want integrations that understand ticket lifecycle, not just “create” and “update” events.

Generic tools ask MSPs to bend to the tech. Specialised tools ask: “how do you work?”

And that’s the real difference.

What we’re building at Support Fusion

Support Fusion is built for the IT services reality - not the SaaS wishlist.

• Rules-based logic to determine how notes and fields are handled based on intent

• Support for non-standard fields without requiring code or consultants

• Respect for lifecycle and closure flows, including multi-stage and approval-based transitions

We don’t just sync tickets. We help MSPs preserve the way they work, while aligning with the tools their clients prefer to use.

Because the best integration doesn’t force everyone into the same box. It gives each team the freedom to collaborate on their terms, without confusion or rework.

What Zapier won’t tell you

Zapier is great when the integration is superficial. But when the stakes are high - like meeting SLAs, preserving audit trails, and maintaining client trust. What “works with Zapier” often means, is “you’re on your own.”

That’s fine for marketing teams moving form submissions to spreadsheets. It’s not fine for service providers managing critical infrastructure, compliance requirements, and monthly reporting tied to revenue.

Final thought: it’s time to move beyond generic

The MSP sector wastes hundreds of hours each month on manual coordination between systems. A billion dollar problem, hiding in plain sight.

And most of that isn’t a data issue. It’s a workflow issue.

If you’re an MSP, or an enterprise IT leader working with multiple providers, don’t settle for half-integrations that only solve the easy part.

Choose a platform that understands your operating model.

That’s why we’re building Support Fusion - for the complex, real-world workflows that other tools ignore.