By Steve Rudakov, CTO – Support Fusion
Across the managed services sector, the tools are in place but the workflows are still fractured.
MSPs have invested heavily in PSAs like ConnectWise, Kaseya, and HaloPSA. Their enterprise clients rely on platforms like ServiceNow, Jira, and Zendesk to manage internal IT. Yet in 2025, the dominant method of connecting these systems remains surprisingly manual.
Tickets arrive by email. Engineers rekey data. Updates are missed, reporting is delayed, and valuable time is lost - every day, across thousands of MSPs. Our own research, supported by industry data, shows that mid-sized MSPs can lose over 100 hours per month to ticket handling, QBR prep, and manual reporting.
That’s not just inefficient; it’s expensive. And it’s exactly where we’re starting.
Support Fusion is building deep, native integrations into the six platforms that make up the majority of enterprise-to-MSP ticketing flows. These are the Big Six, and if you’re running or working inside a growing MSP, chances are you’re using at least one of them in your workflow.
ServiceNow dominates enterprise ITSM with its robust automation and compliance features. For MSPs, it’s often the source of hundreds of ticket interactions per month; our integration brings that flow directly into your PSA, mapped and triaged with no email needed.
ConnectWise is the operational engine for thousands of MSPs globally. We’re enabling seamless, two-way syncing between ConnectWise and client platforms like Jira, Zendesk, and ServiceNow, cutting down swivel-chair effort and speeding up resolution times.
HaloPSA has seen rapid adoption among next-gen MSPs, offering a modern UI and flexible workflows. Our integration brings HaloPSA into the enterprise conversation with structured mapping to external ITSM systems that preserves clarity, ownership, and SLAs.
Jira is favoured by tech-driven organisations for its customisation and developer-first design. But Jira-to-PSA workflows are often ad hoc; our integration standardises the flow of tickets and updates between Jira and MSP systems like ConnectWise or Kaseya.
Zendesk is a common platform for internal IT teams in finance, retail, and education, and often coexists with an MSP arrangement. We’re making it easy for MSPs to sync Zendesk tickets into their PSA environment and reply without leaving their native tool.
Kaseya BMS, bolstered by the Datto acquisition, continues to be a centralised platform for MSP operations. Our connector bridges Kaseya with external ITSMs like ServiceNow and Jira, automating ticket intake and keeping updates in sync.
These platforms represent the most frequent integration patterns in the enterprise–MSP ecosystem. Solving this layer removes the need for custom scripts, third-party middleware, or human workarounds; and it opens the door to smarter reporting, proactive upsell, and AI-driven service insights.
Our goal isn’t just to move tickets. It’s to turn support data into strategy.
We’re inviting MSPs and enterprise IT leaders to join our build community. If you’ve ever wasted time chasing updates or translating ticket data between systems, we’d love your voice in the room.
✅ Early access to our integration builder
✅ Influence field mappings, sync rules, and user experience
✅ Help us define what “smart” looks like in ticket automation
Let’s sync, solve, and succeed; together.