ServiceNow webhooks are now available on Support Fusion

Support Fusion’s ServiceNow connector now supports incoming webhooks for ticket updates, alongside the polling option we’ve always offered. If you want ServiceNow to push ticket changes to us as they happen, rather than waiting for us to check, you can now set that up.

Polling has always done the job

Polling has been our default approach for good reason. It’s quick to set up, doesn’t require any changes on the ServiceNow side beyond standard API access, and it works reliably across almost any environment. For most customers, it’s the right starting point. There’s nothing wrong with polling, and we’re not deprecating it.

What polling doesn’t give you is immediacy. Ticket updates land within the polling interval, not the instant they happen. For most day to day sync work, that’s a non-issue. For some customers, it matters.

Why some teams want webhooks instead

A lot of our enterprise ServiceNow customers run a dedicated integration team. Their job is to manage how ServiceNow talks to the rest of the business, and they generally prefer purpose built integrations over generic, general purpose APIs. Webhooks fit that model. They let an integration team define exactly what gets sent, when, and how, rather than relying on a polling schedule they don’t control.

For these teams, webhooks aren’t about speed for its own sake. They’re about control, and about fitting into an integration architecture that’s already been built around event driven patterns.

We’re keeping both

Not every customer has an integration team, and not every customer needs one. Plenty of our customers just want a connector that works out of the box, with sensible defaults and nothing to configure beyond authentication. Polling is still the right fit there, and it isn’t going anywhere.

That’s why we’re maintaining both modes. Webhooks for customers with the team and the appetite to configure them. Polling for customers who’d rather not think about it. You can pick whichever suits how your organisation works, and switch later if your needs change.

Getting started

If you want to configure webhooks, log into your Support Fusion settings page and head to the ServiceNow integration configuration. You’ll find the option to generate a signing secret for your API calls, along with the webhook endpoint details you’ll need to set up on the ServiceNow side. We’ll be publishing a full specification shortly to walk through the ServiceNow side of the configuration in detail.

If you’d rather stick with polling, there’s nothing you need to do. Your existing setup will keep working exactly as it has.