Support Fusion

2️⃣ days a week. That's what one of our investors witnessed their own MSP lose, just to keep tickets in sync between platforms. This was not an outlier. On a mid-sized co-managed contract, rekeying tickets by hand can easily eat half an FTE a week. 🔗 We did the maths and can show you what clean ticket flow should look like: https://lnkd.in/eY3T8tm7 #MSP #CoManagedIT #PSA #ITSM

Your client just got acquired. A new platform is coming. Now what? 📧 Most MSPs wait to be told what's happening. The ones who keep the deal move first. Here's a week-by-week playbook for the first 30 days. 👇https://lnkd.in/gd3bAVS5 #MSP #ITSM #CoManagedIT #ServiceNow #ITPartner

🔧 Setting up a cross-platform ticketing integration doesn't have to be a project in itself. In our latest video, Steve walks through the full enterprise setup journey in Support Fusion, from accepting a provider connection to watching the first incident sync across live between two platforms. Here's what the process looks like in practice: ✅ Connect your ITSM instance using the Support Fusion setup guide ✅ Map fields in collaboration with your service provider 🔄 Turn on auto sync and watch tickets move across in real time If your team manages tickets across platforms and you're still doing any of that manually, this one's worth a few minutes of your time. 👇 #SupportFusion #ITSMIntegration #ManagedServices #EnterpriseIT #ProductUpdate #TicketManagement

Despite appearances, this is not the crew of Artemis III. 🔭 Support Fusion has a bigger team - adding Nathan (Nate the great) Tremlett, and Bevin (Bev the Dev) Sunth to the crew - that's twice the support, twice the fusion and a lot more merch! Proper announcements via our company page, credit to Brett W. for his photography work.

"Are they certified?" 🔒 It's the question that stalls deals. An MSP demos the integration, the client likes it, then their security team asks for proof. We can describe our controls all day. But claims aren't proof. Audits are. ISO 27001 audit is booked for June. SOC 2 to follow. We've written up why we're pursuing both and what we can share now. https://lnkd.in/gsjQ4NRF #MSP #ITSM #ISO27001 #SOC2 #DataSecurity

"Where does our ticket data live?" It's the first question in every enterprise security review. 🔒 Most integration tools store full ticket payloads. We don't. Data comes in, gets translated, gets pushed across, and gets discarded. Only ticket IDs are kept. We've written up exactly what we store and what we don't. 👇https://lnkd.in/gxnWih9B #MSP #ITSM #DataSecurity #CoManagedIT #ServiceNow

👀 First look: time entry sync across MSP partnerships When an MSP brings in a specialist partner to handle part of a service, the work gets done but the managing MSP loses visibility into hours logged on their behalf. Time entry sync is our answer to that. 🔄 Time entries now flow between ConnectWise, Autotask and HaloPSA 📋 Both partners see the full history of work logged against a ticket 💰 Hours roll up accurately so billing reflects everything that was done 🔜 Currently in preview - we're looking for partners to help shape it If your team operates managed partnerships across any of these platforms, we'd love to get you involved early. Reach out via suppfusion.com or drop a comment below. ▶️ Watch Steve walk through it in this week's product update.

"Oh, you wanted SSO? That's an add-on." 😬 Luckily - Support Fusion now includes Microsoft Entra ID login free of charge. [We don't want to end up on the SSO Wall of Shame] This means you'll now get: 🔐 MFA and conditional access policies applied automatically 🔐 Domain locking for tighter admin control 🔐 At no extra cost Steve explains it all in the video below 👇

When a client gets acquired, most IT partners wait to be told what happens next. 🚂 That's how you become a passenger. The new parent company sets the platform, configures the tools, and your years of context and process get sidelined by whoever is driving their rollout. The MSPs who stay relevant don't wait. They show up with a plan. 🔗 How one midwestern MSP is using a client acquisition as an opportunity to influence a ServiceNow rollout, whilst staying on Autotask, and position themselves as the expert driving the project: https://lnkd.in/g3RdiCUZ

In managed services, timing matters. SLA compliance often comes down to when a ticket was raised and when action was taken. If your integration is stamping its own sync time over the original, that data is gone. 🕐 Original timestamps can now be preserved through the sync 👤 PLUS comment owners can now be mapped directly in Halo 📊 Ensuring accurate reporting across your integrated platforms ⚙️ All via a single toggle in your integration settings When our customers speak, we listen. Check out Steve's update below.