Support Fusion launches, rolls out integration platform for MSPs and SIs

Support Fusion, an Australian startup founded by brothers Greg and Steve Rudakov, has launched with backing from global venture capital firm Antler.

The company is building an integration platform for IT MSPs and system integrators to close the ticketing gap with their enterprise customers.

The platform will initially offer synchronised support tickets with a view to expand toward AI-enabled service delivery.

The platform connects IT ticketing systems like ServiceNow, Freshdesk and Jira with provider tools such as ConnectWise, Autotask and Halo – aiming to eliminate the need for duplicate ticket entry and manual management between parties.

With four connectors live at launch and two more expected in August, the platform will cover systems used in 70% of managed services engagements.

Greg Rudakov previously founded Devicedesk (later rebranded Knead), a platform that helped resellers and integrators automate hardware procurement. He's also served of head of AI and innovation at 6clicks and two and a half years at KPMG Australia, including as head of technology.

Before serving as GM of Knead, Steve Rudakov served as product manager at Motorola Solutions and an IoT product owner at Bosch Australia.

The product was shaped through three months of intensive research, including conversations with over 50 MSPs, SIs and IT teams across Australia, New Zealand and the US.

Greg Rudakov said 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.

“This complexity has held back many providers, in particular MSPs, from pursuing enterprise work,” he said.

“We’re now able to apply intelligence to everyday service tasks – like triaging tickets, summarising notes, or flagging delivery issues But none of that works without a clean, connected foundation. That’s what we’re fixing first.

"Once the data flows, providers can reduce ticket handling time, track SLA performance in real time, automate client reporting, and surface upsell opportunities. It’s a shift from reactive support to proactive service intelligence – and it unlocks growth, margin, and confidence at every level of delivery.”

Steve Rudakov said the duo have built Support Fusion to be simple enough for account teams to configure – no engineering required – but 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.