Support Fusion now supports multi-group sync filtering, giving IT teams and MSPs more control over how tickets are routed between platforms. Where previously you could only select a single group to sync to, you can now select as many groups as your workflow requires.
In this week's product update, Steve walks through the feature in detail. Watch below.
Co-managed IT environments often involve more than two teams. A ticket might be raised by an end user, picked up by a first-level support team, and then escalated to a specialist group such as a security operations or infrastructure team. Under the previous configuration, the sync filter only allowed a single group assignment, which meant teams had to make compromises around who received the ticket and who stayed in the loop.
With multi-group filtering, you can include all the relevant teams in your sync configuration. The ticket routes correctly and updates continue to flow back to the originating team, even after escalation.
The update is configured in your integration settings. Under the integration configuration panel, the group filter now supports multi-select. You can choose as many groups as needed from the full list of available teams in your connected platform.
When a ticket is updated and synced, the group assignment carries across to the destination platform. If the ticket needs to be reassigned back to the originating team, that update flows back through the sync as well, keeping both sides current without manual intervention.
An end user reports a login issue to the first-level support team. That team suspects a potential security event and needs to escalate to the security operations group. Using multi-group sync filtering, the ticket can be reassigned to the security team and synced across to the destination platform with the updated group assignment intact. If the security team finds no issue and returns the ticket, that update flows back to the originating team automatically.
Both teams stay informed throughout the lifecycle of the ticket, without needing to duplicate effort or manage updates manually across platforms.
If you are already running an integration through Support Fusion, the multi-group filter is available in your integration configuration settings now. If you have questions about how to set it up, or get a full walkthrough - arrange a demo with the founders of Support Fusion.