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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.
Basic sync