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Supporting an MSP's 40% growth moment

Picture of Greg Rudakov By  Greg Rudakov  ·  2 minute read

Summary: A West Coast MSP is close to winning its largest customer yet. The enterprise runs Jira, the MSP runs ConnectWise. The deal hinges on bi-directional ticket sync so both teams can stay in their own tools. One recent month showed 725 tickets, with 400–600 likely in scope. That is real workload, high risk if handled manually, and clear value once automated.

How they found us

Under time pressure from their CEO, the MSP searched for Jira to ConnectWise options. They told us they were “running deep research on ChatGPT” and Support Fusion came up as a top recommendation. They also reached out to Exalate and Workato to compare capability and cost.

What they needed

“I need my helpdesk to change as little as possible, while working in the client’s system.”

From the call, the requirements were clear:

  • Keep existing workflows
    Agents must stay in ConnectWise. No extra portals or shared logins.

  • Bi-directional sync
    Create, update and close in either system, with comments, work notes and attachments flowing both ways.

  • Tight scoping and noise control
    Limit what returns to Jira by company and service board. Exclude alert boards and high-volume noise.

  • Status and field mapping
    Map status to status, priority to priority, and preserve extra Jira fields in the description if no direct target exists.

  • Confidence on volume
    Design for hundreds of tickets per month without tripping API limits. Monitor throughput and surface exceptions.

Why the opportunity is self-fulfilling

“This would increase our customer base by about 40%.”

For this MSP, integration isn’t a side project, it’s a gateway.

The client runs Jira, the MSP runs ConnectWise, and until now, that gap meant saying no to larger deals. With Support Fusion bridging the two, the MSP can deliver support for a client representing 40% growth, handling hundreds of tickets each month without disruption to the existing team's process.

Once you can operate at that level, you’re suddenly eligible for every enterprise - because you can meet them where they already work.

Where our Jira connector fits

We are in final QA on our Jira connector, built to support:

  • Jira Service Management service projects

  • Jira Software projects used for service-type work

Each party connects via API in minutes, controls their own credentials and scope, and can revoke access at any time. One shared field-mapping profile keeps both tickets aligned, while default behaviours protect the sync if data is missing.

Already supported today: ConnectWise, Autotask, HaloPSA, ServiceNow, Freshdesk, Zendesk, Syncro and ManageEngine ServiceDesk Plus.

What we showed and promised

  • A guided setup where each side connects their platform and pairs organisations securely.

  • Scoping by assignment group, company or service board to prevent floods back to Jira.

  • Live status mapping and comment flow, with attachments carried both ways.

  • A follow-up demo showing Jira Service Management working end to end with ConnectWise, using either our sandboxes or the MSP’s instance.

Commercials that match reality

Our starter subscription is USD $500 per month per pairing, designed for up to 500 synced tickets per month. That is whole tickets, not individual updates. For higher volumes we adjust the plan and monitor throughput to keep things smooth.

Ready to see it

  • Book a live demo: we will walk through Jira and ConnectWise side by side, including your field mappings.

  • Get started: both sides connect, map fields and run a test ticket in under an hour.