The Top 6 FAQs asked during customer calls

If you're evaluating a ticketing integration platform, you're probably carrying a checklist in your head. After speaking with hundreds of MSPs and IT partners, we've noticed the same questions come up every time. So we've put them all in one place.

Here are the six questions we hear most often, with straight answers.

1. Which platforms do you support, and can you build a custom connector?

Support Fusion currently integrates with more than ten ITSM and PSA platforms, including ServiceNow, ConnectWise Manage, Halo PSA, Jira Service Management, Zendesk, Autotask, FreshService, Syncro, and more. If your platform isn't on that list, it's worth asking anyway.

We do build custom connectors. If a platform has a usable API, we can typically scope a connector for it. Custom connector builds are assessed on a case-by-case basis and involve a scoping conversation before any commitment is made. We're transparent about what's feasible and what isn't.

One thing worth noting: Support Fusion doesn't require you to extend or modify your existing platforms. You keep your systems exactly as they are. The integration sits between them.

2. What are your security and compliance controls?

Security is a common early question, particularly from enterprise customers and those operating in regulated industries like banking or healthcare.

Here's what we can tell you about our current posture:

• Data in transit is encrypted using TLS. Data at rest is encrypted at the storage layer.
• Logging is maintained for sync activity, errors, and system events, giving you an audit trail of what moved between systems and when.
• Access controls are scoped at the integration level. We use API-based authentication with your platforms, meaning we only access what the configured credentials allow.
• Penetration testing is part of our security programme. We can discuss specifics under NDA for enterprise evaluations.
• ISO 27001 certification is targeted for June 2026, with SOC 2 following after that. If formal compliance certification is a hard requirement for your procurement process, it's worth having that conversation now so we can align on timelines.

If your procurement team has a vendor security questionnaire, send it through. We'd rather answer it properly than summarise it here.

3. You say you can integrate in minutes. What is it really?

The "minutes" claim is accurate, with a caveat: that's the time it takes to configure and connect two systems once the right people are in the room and the decisions have already been made. In practice, getting there takes a little more coordination than a single call.

Most implementations run across two to three sessions:

• Session one: scoping. We get the right people together, understand the workflow, and agree on what needs to sync, in which direction, and how fields should map between the two systems.
• Session two: validation. We build the integration in a test environment and walk through it with you. This is where edge cases get caught and adjustments get made before anything touches production.
• Session three: go-live. Once validation is signed off, we move to production. A structured hypercare period follows, with active monitoring and rapid response to ensure the integration performs as configured from day one.

The total elapsed time from first call to live integration is typically one to two weeks. The three-session structure reflects how enterprise integrations should be delivered: the right stakeholders engaged, a validated test environment, and a controlled go-live.

You don't need a developer or technical resource on your side. You do need a point of contact who understands your ticketing workflow and has the access or authority to make configuration decisions.

4. What exactly syncs between systems, and is it real-time?

The short answer: it depends on what you configure, but the platform supports syncing across a wide range of ticket fields and objects.

Commonly synced elements include:

• Ticket statuses and priority
• Comments and notes (public and private, configured per your preference)
• Attachments and inline images
• Custom fields (mapped between systems, including field value translation)

Sync runs on a polling model, checking for changes at short intervals. Webhook support is on the roadmap and will bring latency down further when released. The polling approach handles the throughput requirements of production environments without issue.

CMDB and asset data sync is also planned for a future release. If that's a requirement for your current evaluation - let us know!

You have control over the direction of sync (one-way or bidirectional), which fields are included, and any field value translations required. For example, a "Pending Customer" status in one system might map to "Waiting on Client" in another. Support Fusion handles that mapping without requiring either system to change.

5. How does pricing work?

Our standard pricing is USD $500 per month per relationship, which covers up to 500 tickets. A "relationship" is a connection between two ticketing systems. If you're an MSP connecting your platform to three different customer environments, that's three relationships.

For higher or lower ticket volumes, we can negotiate pricing structures to match your actual usage. For MSPs deploying across multiple customers, bulk pricing is available. The per-relationship model means you're not penalised for busy periods, but we also recognise that a one-size price doesn't fit every situation.

On who pays: it varies. In many arrangements, the MSP carries the cost as part of their service delivery. In others, the enterprise customer contributes, particularly where the integration directly reduces their team's workload. We don't dictate the commercial arrangement between you and your customers.

There may be a one-time project fee for custom connector builds or complex initial configurations. This is scoped and agreed upfront, not added retroactively.

6. What are your SLAs and how does support work?

Support Fusion monitors integration health 24x7, with personnel coverage aligned to business hours in your region. We support customers across Australia, the US, and internationally, and we aim to match support coverage to where our customers are operating.

For critical issues, we have defined escalation paths to bring the right people in quickly. All new integrations include a hypercare period post go-live: a structured window of heightened support coverage designed to catch and resolve anything unexpected before it affects operations.

Still have questions?

These are the six we hear most often, but they're rarely the only ones. If you're mid-evaluation and want to work through your specific setup, get in touch with the team.. We're happy to answer the questions that didn't make this list.