Connect your entire stack

Frequently asked questions

Do I need to write any code to set up an integration?

No. Support Fusion is configured through a visual interface built for operations teams. Connect your platforms, map your fields, set your sync rules - no developers, no scripting, no project required.

Which platforms does Support Fusion support?

Support Fusion has pre-built connectors for ServiceNow, ConnectWise, Autotask, ServiceDesk Plus, Jira, Freshdesk, Freshservice, HaloPSA, HaloITSM, Zendesk, Syncro, HubSpot, and NetSuite, with more on the roadmap.

Can Support Fusion sync platforms within our own organisation?

Yes. Internal sync - keeping your own platforms aligned - is one of the three ways organisations use Support Fusion. Common examples: customer records consistent between your PSA and CRM, invoices flowing from your PSA to your finance platform, or opportunity data visible across tools that run on different systems. No cross-company connection required.

Is ticket syncing bi-directional?

Yes. Support Fusion syncs tickets, updates, notes, attachments, and field changes in both directions. Each party sees an accurate view of the work from inside their own platform - no-one needs to log into the other's system to know what's happening.

Can I control which fields are shared between platforms?

Yes. Support Fusion gives you full control over field mapping. You can map standard and custom fields - including pick lists and text fields - between platforms. Custom field values appear as selectable options in the mapping interface, so you can align your values across systems without any coding. Per-connection rules let you control exactly what data is shared for each relationship.

Can we control which comments and notes are shared?

Yes. You can configure whether to sync public notes only, or both public and private notes. The privacy level is preserved - a private work note in one platform arrives as a private note in the other.

Do timestamps sync for SLA tracking?

Yes. Support Fusion preserves the original event timestamps on ticket updates - status changes, notes, and closures all carry the time the event occurred, not the time it synced. This keeps SLA timers accurate on both sides.

What happens if a sync error occurs?

Support Fusion monitors integration health centrally, so issues are often caught before you notice them. You can view a full sync history for each connection - showing which record triggered which update, flagging failures with enough detail to diagnose the cause. Error notifications can be configured to alert you directly when a sync fails.