In today’s IT landscape, enterprise organisations increasingly rely on Managed Service Providers (MSPs) to keep operations running smoothly. But while the partnership is strategic, the day-to-day collaboration often suffers due to disconnected ticketing systems—most commonly, ServiceNow on the enterprise side and ConnectWise on the MSP side.
This misalignment introduces a hidden tax: duplicated effort, inconsistent data, added license costs, and wasted hours in reporting cycles. At Support Fusion, we believe it’s time to address this with a fresh, intelligent approach.
The relationship between an enterprise and its MSP is anchored in a service contract. The enterprise manages internal workflows, approvals, and escalations in platforms like ServiceNow. Meanwhile, the MSP delivers against those requests using its own tools—ConnectWise being one of the most common.
Despite shared goals, each party typically wants to work from their own platform. This is where things break down:
Incidents originate in ServiceNow but require MSP action in ConnectWise.
Service requests initiated by the MSP (like maintenance or patching) need visibility in ServiceNow for compliance and approval.
Change requests are often touched by both systems, requiring synchronised status, notes, and stakeholder input.
Many enterprises attempt to bring their MSP into ServiceNow directly—by issuing licenses or building custom workflows. But this adds cost and friction:
Each external agent seat can cost hundreds per year.
MSPs rarely want to train staff on another platform.
Even with APIs available, most IT teams don’t have the bandwidth or budget for bespoke integration work.
The result? Tickets get copied and pasted. Email threads replace audit trails. Updates are delayed or missed. And both sides lose visibility at the worst possible time—when issues are live.
For most enterprise IT leaders, measuring value from their MSP takes significant manual effort. Quarterly Business Reviews (QBRs) often involve:
Exporting CSVs from two or more systems
Cleaning, mapping, and aligning data by hand
Chasing context for why SLAs weren’t met
This can take days of preparation, and still produce reports with gaps, mismatches, and little insight.
But what if this reporting was automatic—pulled from synchronised ticket activity and enriched with contract context?
Support Fusion is built to solve this at the source. We don’t just copy data—we help map the service contract to the ticket flow, and keep everything aligned automatically.
Here’s how:
Drag-and-drop configuration connects ServiceNow and ConnectWise with zero code.
Smart field mapping ensures updates flow accurately between systems.
Contract-aware logic ties tickets back to deliverables, SLAs, and billing triggers.
Analytics dashboards surface performance trends, revenue leakage, and customer value—without hours of data prep.
Our mission is simple: turn service data into business value. MSPs should spend less time duplicating tickets and more time delivering outcomes. Enterprises should gain visibility without sacrificing control. And both parties should be able to trust the data when it’s time to report on performance—or fix what’s not working.
If you’re tired of swivel-chair integration and bloated manual reporting, we’d love to show you what’s possible.