Auth powered by Prefactor
30th May 2025
We’ve added a major building block this week - secure authentication is now live and fully integrated.
- Integrated Prefactor authentication platform (MFA, SSO, magic links, audit logging)
- Support Fusion now supports Google and Microsoft Entra ID out of the box
ServiceNow to ConnectWise in 12 minutes
23rd May 2025
First full end-to-end setup demonstrated between enterprise (ServiceNow) and MSP (ConnectWise)
- Invite, authenticate, configure, and sync - all completed in under 12 minutes
- Enhanced integration flow UI with step-by-step onboarding for both parties
Handling API failures
16th May 2025
- We’ve introduced failure detection and diagnostics across connected orgs to help MSPs stay on top of sync reliability
- Sync history now logs and flags failed events with contextual error messages
- Dashboard includes visual indicators and filtering for failed syncs
Ticket closure process
9th May 2025
- We now support mapped status triggers in Support Fusion’s configuration that can automatically initiate closure logic
- Steve’s demo shows how we carry across the resolution notes and closure data from ConnectWise to complete the feedback loop back to ServiceNow
ServiceNow variable handling
2nd May 2025
- Preserve custom request details without custom scripts
- Flattened variables = cleaner tickets, faster fulfilment
Field mapping overview
25th April 2025
- See how Support Fusion maps fields between platforms like ServiceNow and ConnectWise.
- Even if fields and value names don't match up, you can selectively configure the mapping to meet your individual workflow.
Connecting to 5 platforms
18th April 2025
- We now integrate with ServiceNow, Zendesk, ConnectWise, Freshdesk, and HaloPSA.
- New features for ConnectWise: live dropdowns, company routing, and default board/status mapping. Setup is now faster and fully configurable without a developer.
ServiceNow to ConnectWise ticket integration
11th April 2025
- This is the big one. We've broken ground on the most common pairing of an enterprise ITSM platform (ServiceNow) to an MSP's PSA platform (ConnectWise).
- Steve demonstrates a real-world scenario where two service desk teams are working together to resolve a user request.
Authorising integration between organisations
4th April 2025
- There's a lot of backend work happening with connector development which we'll share soon, so here's a short update on connecting organisations and adding a little bit of colour.
- As we work closer with our design pilot customers, we'll be refining this process, but two parties need to come together to make a ticket sync connection and we need to consider both the integration setup, and also the authorisation process.
What onboarding looks like
28th March 2025
- The registration and admin process of Support Fusion is key to it's simplicity. While we're still very early, here's a preview of the admin experience.
- Steve is stepping through registration as an MSP, connecting ServiceNow details and testing the connection is successful.
- There's really early mock up of our landing dashboard too!
It actually works!
21st March 2025
- A major breakthrough this week in handling comment exchange, as every platform stores this information slightly differently.
- Our creation and update logic now detects status, priority, assignment and comment changes.
- Check out Steve's video to see it in action.
We've broken ground!
14th March 2025
- Our initial integration focus is ServiceNow to Zendesk - mainly because we have dev instances ready to go.
- To kick things off we built a very simple app that stores auth information for each platform and detects new ticket creations and links them.
- Spent a lot of time understanding the basic ticket structures on each side.
