Why we started Support Fusion

For over a decade, we’ve watched IT managed service providers (MSPs) and enterprises struggle with a persistent and expensive problem: ticket interoperability. MSPs work with multiple clients, each using different IT service management (ITSM) or professional services automation (PSA) platforms—ServiceNow, ConnectWise, ManageEngine, Zendesk, Jira Service Management, to name a few. Yet, despite the rise of automation, AI, and cloud computing, the process of connecting these systems has remained painfully manual and prohibitively costly.

The reality is that no MSP or enterprise wants to pay the ‘swivel tax’—the inefficiency of manually re-entering and reconciling tickets across disconnected systems. Custom integrations have long been the default solution, but these cost anywhere from $10,000 to $50,000 per interconnection, not to mention the ongoing maintenance burden. For too long, this problem has been accepted as an unavoidable cost of doing business.

Why now? Why 2025?

The need for an elegant, scalable, and affordable solution to this issue isn’t new—it’s been a known pain point for years. But 2025 is the right time to solve it, and here’s why:

1. The MSP market is growing rapidly The global MSP industry is expanding, with increasing demand for outsourced IT services. The Australian MSP market alone is projected to reach $44.3 billion this year, growing at 9.2% annually. MSPs can’t afford to waste time on inefficient workflows as they scale.

2. Cloud adoption & digital transformation Enterprises and MSPs alike are embracing hybrid cloud, SaaS, and AI-driven automation. Yet, ITSM and PSA platforms remain highly fragmented, creating a growing interoperability challenge.

3. No-code & low-code expectations Businesses today expect seamless, low-code or no-code integrations. The days of expensive, developer-heavy integrations are numbered. The future belongs to drag-and-drop, instant connectivity solutions.

The birth of Support Fusion

Support Fusion was born out of a clear mission: to eliminate the friction between ITSM and PSA platforms with a zero-code, drag-and-drop solution that can be set up in a day. No complex API development. No six-month integration projects. Just simple, effective connectivity that allows MSPs and enterprises to work from their platform of choice.

We’re not just solving a technical problem; we’re enabling better business. By reducing integration costs and operational inefficiencies, MSPs can focus on delivering exceptional service, and enterprises can work confidently with their managed service partners.

Could we be backed by Antler VC?

We’re thrilled to be accepted into Antler's Residency program, a globally recognised early-stage VC, to accelerate our journey. Antler’s backing is a testament to the significance of the problem we’re solving and the market demand for a better approach. With their support, we’re moving fast to bring Support Fusion to MSPs and enterprises worldwide.

Looking ahead

We believe the future of ITSM and PSA interoperability should be effortless. Support Fusion is committed to making this a reality, providing an intuitive, scalable platform that removes barriers and delivers value from day one.

If you’re an MSP or enterprise struggling with ticketing inefficiencies, let’s talk. The days of the swivel tax are numbered, and we’re here to help you break free.

We’re actively seeking design partners, foundational customers, and community members who want to be at the forefront of this transformation. Join our waitlist today and be among the first to experience a smarter way to connect ITSM and PSA platforms.