Support Fusion provides a zero-code integration platform that automates bi-directional ticket synchronization between ITSM and PSA systems for Managed Service Providers. This eliminates manual data rekeying, improves SLA tracking accuracy, and reduces administrative overhead.
Funding
$160K raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
Founders
Product
Problem
Managed Service Providers (MSPs) and enterprise IT teams often face inefficiencies due to manual ticket handling and data rekeying between disparate ITSM and PSA platforms. This process leads to increased administrative overhead, potential SLA tracking inaccuracies, and a diversion of resources from core client growth activities.
Solution
Support Fusion offers a zero-code integration platform designed to automate ticket synchronization between MSPs and enterprise IT departments. The platform facilitates bi-directional ticket flow, ingesting tickets from an enterprise's ITSM solution and mapping them to the MSP's Professional Services Automation (PSA) system. This eliminates manual data entry and streamlines service operations. By leveraging an intuitive drag-and-drop interface for field mapping, Support Fusion empowers MSPs to configure integrations without requiring developer resources. This automation reduces operational friction, enhances the accuracy of Service Level Agreement (SLA) tracking, and allows senior staff to reallocate their focus towards strategic client development.
Target Audience
The platform is designed for mid-to-large Managed Service Providers (MSPs) that engage in co-managed IT support with enterprise clients and operate using their own distinct systems.
Features
- Zero-code, drag-and-drop interface for configuring bi-directional ticket synchronization between ITSM and PSA platforms.
- Automated data ingestion and mapping for ticket handling, eliminating manual rekeying.
- Support for key ITSM and PSA platforms including ServiceNow, ConnectWise, HaloPSA, Zendesk, Jira Service Management, and Freshdesk.
- Enhanced SLA tracking through accurate and timely ticket data synchronization.
- Reduced administrative overhead by automating repetitive data management tasks.
- Improved operational efficiency for MSPs managing co-managed IT services with enterprise clients.