This page explains how Support Fusion keeps tickets in step between two platforms: what a sync does, which direction it runs, and how comments, attachments, and field values come across.

Read this if you're planning a setup and want the concepts before you start, or if you've hit a setting and want to understand what it affects.

Two organisations pair through a connection. Each holds a role in that connection: the source is where tickets originate, and the target is where they're received. The roles set the default direction tickets flow, but they don't lock it: bi-directional flow can be enabled so tickets created on either side sync to the other.

Each sync looks for tickets that were created or changed since the last sync (or since the start time you choose for a manual run) and brings those changes across to the linked platform. New tickets are created on the other side, existing linked tickets are updated, and closures are carried over. Tickets stay linked once matched, so later changes update the same ticket rather than creating a duplicate.

Field mappings decide how data is translated between the two platforms. Each mapping has a direction: source to target, target to source, or bidirectional. A direct mapping copies a value straight across. For picklist fields like status or priority, a value mapping pairs the values on each side, so a status on one platform becomes the agreed status on the other. Mappings are kept separately for each ticket type, so incidents and tasks are configured independently.

The description on the target ticket is assembled by the description builder. It composes the source fields you choose, each shown as a labelled line, and then appends the original description, so the receiving team sees the key details in a consistent format.

You choose whether public comments, internal comments, and attachments sync, and those choices are made per relationship in integration configuration. When enabled, they're carried onto the linked ticket as part of each sync.

When a requestor or caller maps to a contact on the target, Support Fusion matches by email to an existing contact. If there's no match, the name and email are written to the display fields but no new contact is created, and the ticket still flows.

Until automatic sync is enabled, you run each sync yourself from the Sync page. Once automatic sync is on for a connection, Support Fusion runs the sync for you every 5 minutes. Automatic sync has its own prerequisites, covered in Going live.