The false economy of custom API integrations

We keep seeing the same pattern play out: MSPs and their enterprise clients know they need ticketing systems connected - but the reality is, most attempts at integration fail.

Custom APIs are often the first option MSPs turn to. But instead of solving the problem, they drain resources, and pull technicians away from billable work.

The hidden cost of custom

MSPs manage hundreds of tools, with ticketing just one part of a complex environment. The instinct is to stitch things together with scripts, but results vary:

• Manual work often remains, as a complete integration takes a lot more work than expected

• Complex permission sets and basic authentication compromises security

• Data formats don’t line up, requiring transformation or human intervention

• Each client integration can costs tens of thousands to build and thousands more to maintain

What seems like a quick project becomes an ongoing burden, with resources tied up in maintenance and troubleshooting.

It doesn’t scale

Even if you get a custom sync working, you’re not done. APIs change, versions update, and suddenly you’re re-coding the same integration for the nth time. Maintenance alone can cost $3,000 - $5,000 per month per client and none of that spend improves service outcomes directly.

MSPs that fall into this cycle find themselves losing ground, stuck doing the "wrong" work - reactive mode, updating scripts and fixing broken data flows.

How it should be

A scalable approach doesn’t just connect systems once, it needs to be repeatable, reliable, and cost-effective.

• Client separation so can you serve many clients from one platform, without crossover of data

• Configure the basics once, to then reduce onboarding from weeks to minutes

• Robust process that covers all aspects of a workflow, bi-directionally, no matter where a ticket begins

This shift turns ticket sync from a drain into a driver: faster response times, cleaner reporting, and more time for your team to focus on what they're paid to do.

Better than building your own

Support Fusion exists because we’ve seen MSPs wrestle with custom syncs for years. We built the platform so you don’t have to.

• Zero-code setup, no scripts or development needed

• Bi-directional sync of tickets, statuses, comments, and attachments

• Registered developer status with the platforms you already use - we're always up to date with API changes

• Designed for both account managers and engineers, flexible enough for complex enterprise workflows

With Support Fusion, integrations stop being a never-ending project and start being a growth enabler.