The state of Ticketing Integration
February 2026
83% of MSPs now offer co-managed IT services. That means two ticketing systems – your customer's and yours – that need to stay in sync. This report tracks the integration paths our customers are taking, updated monthly.
Based on integrations set up by Support Fusion customers and prospects. Each flow represents a live integration path. Width indicates volume.
ServiceNow dominates in enterprise
No surprise here. ServiceNow holds a commanding position in the enterprise market, which means MSPs supporting co-managed customers are regularly asked to integrate with it. If you're not seeing ServiceNow requests yet, you likely will.
ConnectWise and Halo leading MSPs
On the other end of these integrations, ConnectWise and Halo are where most MSPs run their operations. The pattern is clear: enterprise ITSM on one side, purpose-built PSA on the other, with Support Fusion bridging the gap.
The long tail continues to grow
Beyond the major platforms, we're handling integrations with Syncro, ManageEngine, Freshservice, Freshdesk, Autotask, Zendesk, and Jira. Your customers use a mix – and that mix keeps growing.
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Use the interactive visualisation below to explore how tickets are moving between organisations and platforms. Hover to learn more about each flow.
Why this matters
There are over 150,000 MSPs globally, but only a fraction are considered mature enough to meet enterprise expectations. A major reason: most can't handle the integration requirement. When you take on a co-managed customer, you inherit their service desk. Tickets need to flow. Updates need to sync. Context can't get lost.
The options have been poor. DIY scripts that break when APIs change. Expensive enterprise platforms built for a different use case. Manual workarounds that leak tickets and burn hours. Industry research suggests IT teams spend up to a third of their time just building and maintaining custom integrations – time that should be going to actual service delivery.
Support Fusion exists to solve this. We connect all major ITSM and PSA platforms – set up in hours, not weeks, with no code required. Once running, we monitor and maintain it as APIs evolve.