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You paid for a central platform. Let's use it that way

Picture of Greg Rudakov By  Greg Rudakov  ·  1 minute read

If you're running a service desk inside an MSP, chances are your day starts in the PSA.

It’s where tickets land. Time gets tracked. Billing happens. And when it’s humming, it’s the heartbeat of your operation.

But if your customers are logging issues in their systems - like ServiceNow, Jira, Zendesk or Freshdesk - it creates a big problem:

You're not seeing those tickets.
At least not in real time.
And definitely not in your PSA.

So what happens?

  • A critical ticket gets missed or delayed

  • Your SLAs start to slip

  • Your team wastes time double-handling

  • Account managers scramble for answers

  • And trust slowly erodes

Swivel tax is real, but avoidable

Too often, MSPs rely on a manual process to bridge the gap:

  1. Customer logs a ticket in their system

  2. Someone (usually a service manager or coordinator) has to spot it

  3. They manually recreate the ticket in ConnectWise, Autotask, Halo, etc.

  4. Updates get copied back and forth, or forgotten

It’s inefficient. Error-prone. And expensive.

Just 300 tickets a month at 5 minutes each? That’s over 25 hours lost, every month, for one customer. Across your client base, this adds up fast.

Why tickets need to meet you where you work

Your PSA exists for a reason. It’s where your teams already track effort, manage workloads, and align to contracts. It’s where SLAs are measured. Where your billing engine lives.

The more time your staff spend outside it, the less control you have over:

  • Ticket queues and prioritisation

  • Resource scheduling

  • Time capture

  • SLA compliance

  • Financial performance

And that’s not just a workflow issue, it’s a business one.

How Support Fusion solves this

We built Support Fusion to eliminate this manual gap.

Our platform connects your PSA (ConnectWise, Autotask, Halo, and more) with your customers’ ITSM tools (like ServiceNow, Jira, Zendesk, Freshdesk), so:

  • New tickets show up directly in your PSA

  • Updates sync both ways

  • Your engineers never have to leave their workflow

  • You stay compliant with customer processes without lifting a finger

No swiveling. No missed alerts. No rekeying.

Just the ticket, right where it belongs.

You don't need to chase the data. We bring it to you.

Support Fusion is designed for MSPs who work with enterprise clients. Whether you support five enterprise customers or fifty, we help you stay in control, without making customers change how they work.

It’s not just about syncing tickets. It’s about unlocking smarter, more scalable service delivery.

So your teams stay productive.
Your clients stay informed.
And your business stays on track.