Support Fusion launches ticketing integration platform for MSPs and SIs

Software vendor Support Fusion has launched a ticketing integration platform to close the gap between managed service providers (MSPs), system integrators (SIs) and their enterprise customers.

The platform connects IT ticketing systems such as ServiceNow, Freshdesk and Jira with provider tools like ConnectWise, Autotask and Halo.

According to Support Fusion, the solution replicates support workflows without coding or scripting overhead to lay the groundwork for a “more connected, intelligent model of IT service delivery”.

At launch, Support Fusion will have four connectors live, with two more expected a month later in August. This, the vendor said, will cover systems used in 70 per cent of managed service engagements.

The platform comes from brothers Greg and Steve Rudakov, who are Support Fusion’s CEO and CTO, respectively. The pair come from Knead, formerly Devicedesk, which Greg co-founded.

In addition, global venture capital firm Antler is backing the launch.

“The world is racing to adopt AI, but there’s no intelligence without clean, connected data,” said Greg Rudakov. “Enterprises outsource IT for expertise and accountability – but when systems don’t talk, even top-tier providers can’t deliver the visibility or performance their clients expect.

“Complexity has held back many providers, in particular MSPs, from pursuing enterprise work. The expectations are too hard to manage when nothing connects.”

Steve said that Support Fusion was built to be simple enough for account teams to configure, but at the same time be powerful enough to handle complex enterprise workflows and customised platforms.

“That flexibility is essential when you’re supporting individual clients, each with their own systems and processes,” he said.

Support Fusion said demand for the service is already on the rise, with early interest coming from several companies, including New Charter Technologies, Systima, Generation-e, GET AI and Kavira IT.

A statement from the vendor noted the solution was shaped during a three-month period of “intensive research and validation” during Antler’s 13th residency. This involved conversations with over 50 MSPs, SIs and IT teams in Australia, New Zealand and the US.

“Greg and Steve are ideal complements to drastically improve how MSPs manage enterprise service delivery,” Antler associate partner Michael Kron added.

“They’ve zeroed in on a major problem where there is strong market pull and provides a data advantage to launch products that improve MSP workflows for enterprise account management.”