The hidden cost of ITSM integrations (and how to avoid it)
By
Greg Rudakov
·
1 minute read
When enterprises and Managed Service Providers (MSPs) work together, their IT teams need a seamless way to manage service tickets across different platforms. But integrating IT Service Management (ITSM and PSA) systems isn’t as simple as it sounds. Many teams attempt to solve this challenge with custom integrations or manual workarounds—both of which come with hidden costs and long-term inefficiencies.
The problem with traditional integrations
Many enterprises and MSPs resort to custom integrations to connect their ITSM and PSA platforms, only to face challenges such as:
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Lengthy setup times – Custom integrations often take 8+ weeks to implement.
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High costs – A single integration can cost $50,000+, with additional expenses for maintenance.
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Limited scalability – Traditional integrations only work on a 1:1 basis, making it difficult to expand across multiple clients or vendors.
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Ongoing maintenance – When ITSM and PSA providers update their APIs, custom integrations break and require costly fixes.
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Hidden manual effort – Teams often revert to manual double-handling when integrations fail, leading to wasted time and errors.
How Support Fusion is different
Support Fusion eliminates the pain of traditional integrations with a zero-code, scalable, and automated approach to ITSM and PSA interoperability. Our platform includes proactive error detection and correction, ensuring that nothing falls through the cracks. In addition, Support Fusion is built with industry-leading security certifications and offers a trust portal to ensure transparency and compliance. Here’s how it compares to other methods:
| Feature | Support Fusion | Custom Integrations | Manual Workarounds |
|---|---|---|---|
| Setup Time | Minutes | 8+ weeks | Ongoing delays |
| Cost | starts from $500/month | $50K+ per connection | Hidden staff costs |
| Scalability | Works across ITSM and PSAs | 1:1 connection only | Unscalable |
| Maintenance | Automatic updates | Breaks with API changes | Always manual |
| Error Handling | Proactive detection & correction | Manual fixes required | Prone to human error |
| Security & Compliance | Industry-leading certifications & trust portal | Custom security implementation | Prone to security gaps |
With Support Fusion, there’s no need to build and maintain expensive integrations. Our plug-and-play solution works across ITSM and PSA platforms, eliminating the need for complex API coding or repetitive manual work.
Join the future of IT support ticket and PSA system integration
We’re building Support Fusion to be the fastest, most cost-effective way to connect ITSM and PSA platforms. But we’re not doing it alone—we’re inviting MSPs and enterprises to join our Design Partner Community to help shape the future of IT support ticket and PSA system integration.