Last week, we spoke with an MSP wrestling with a familiar challenge. They run a 24/7 operation, but for a small subset of customers, they were debating whether to offload the overnight service to another provider. The sticking point wasn’t people or process - it was integration.
"They have native integration with four platforms. Sadly, none of them are called ServiceNow."
In other words, the tools could connect… just not to the system their overflow partner actually used.
eBonding (sometimes written e-bonding) promises a live, two-way link between ticketing platforms. But in practice, MSP-to-MSP integrations run into the same roadblocks as MSP–enterprise setups:
Limited native connector lists that exclude common platforms like ServiceNow, Jira, or Zendesk
High implementation costs for custom middleware or scripting
Risk of introducing complexity and extra failure points
For the MSP in our call, the platform they were evaluating could handle ticketing integration, but not the systems their overflow partner actually ran.
Without eBonding, overflow arrangements quickly become admin-heavy. Engineers have to manually copy ticket details into their own PSA, chase updates via email or chat, and reconcile status changes by hand.
For a mid-to-large MSP, that’s dozens of hours a month lost to ticket duplication and status chasing. Every delay risks missed SLAs, incomplete reporting, and finger-pointing between providers.
One comment from the call summed it up:
"Should we be looking at adding HaloPSA or should we be looking at ConnectWise Manage or something else? Because to us, it really doesn't matter. It is just a bridge."
The sad fact is that this question came up at all. The bridge between MSPs should work no matter which systems each party runs. An overflow arrangement shouldn’t require re-platforming or adding hops just to make tickets talk to each other.
A modern eBonding solution for MSP overflow should:
Connect all the common PSA and ITSM platforms out of the box
Keep tickets, statuses, and comments synchronised in real time
Avoid heavy development or ongoing maintenance
Scale to multiple partners without repeating the setup from scratch
It’s not about one-off integrations. It’s about a reliable, platform-agnostic bridge that lets MSPs focus on delivery, not admin.
When overflow support is properly bonded, engineers work in their own systems without re-keying data. Operations teams get accurate, timely SLA data. Both MSPs see the same ticket record, so there’s no second-guessing or chasing.
It’s not just about efficiency - it’s about building trust between partners and delivering consistent service to the end customer.
Support Fusion was built for exactly this scenario. We connect MSPs to each other, syncing tickets, updates, and comments without custom code or costly professional services. Whether you’re handling overnight overflow, specialist services, or temporary coverage, we make sure both sides stay aligned and up to date.