Settings is the hub for connecting your platform and linking the partner organisations you sync with. Most setup starts here.
Come here to enter or update your platform credentials, test the connection, and manage organisation connections. It's also the jumping-off point for integration configuration and custom fields once a connection is active.
Platform connection credentials
Enter the credentials Support Fusion uses to reach your platform's API. These connect Support Fusion to your organisation's primary platform. The exact fields depend on your platform, so for where to find each value, see the credential guide for your platform.
After entering credentials, test them. A successful test shows a Connection tested confirmation; a failure shows Test failed with the reason. A failed test almost always means a credential is wrong or missing rather than a problem with the platform itself.
Organisation connections
The Organisation connections section links your organisation to a partner organisation you sync tickets with. One side creates the connection and the other accepts it. Connections are grouped into Pending connections and active connections.
When you add a connection, choose a Connection method:
Create a connection: set whether My organisation is the
Source(typically a customer, where tickets originate) or theTarget(typically a provider, which receives tickets), give the connection a Contract name, and create it. This generates a verification code to share with the partner. The code expires after seven days.Accept a connection: enter the verification code the other organisation shares with you. Once accepted, the relationship becomes active.
Note: The source organisation is where ticket data originates. Choosing source or target sets your organisation's role for the relationship, which determines how fields and direction behave later.
Integration configuration and custom fields
With an active connection in place, set how the relationship syncs from Integration configuration, and define any extra fields you need from Custom fields.
Related pages
Integration configuration: per-relationship sync settings.
Custom fields: define extra fields to sync.
How sync works: source and target explained.