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Steve Rudakov 1 min read

Support Fusion build update: 11th April 2025

Product

Today we demonstrate a practical, real-world scenario of integrating ServiceNow and ConnectWise for IT service management:

  • A Level 1 help desk agent receives a call from a user needing international roaming enabled.

  • The agent logs the incident in ServiceNow, assigning it to the relevant managed service provider (MSP).

  • Instantly, the ticket appears in the ConnectWise queue for the MSP’s service desk.

  • The MSP updates the ticket—such as changing its priority or adding comments—and these updates sync straight back to ServiceNow in real time.

This process is seamless, with both systems reflecting changes as soon as they’re made, ensuring both the internal IT team and the MSP are always on the same page.

Watch it in action

Build update: 11 April 2025

Build update: 11 April 2025

A help desk agent logs an incident in ServiceNow, it appears instantly in ConnectWise for the MSP, and the MSP's updates sync back to ServiceNow in real time.

Bi-directional ticket sync

Bi-directional ticket sync

See how a ticket created in ServiceNow appears in ConnectWise, and how updates - status changes, field edits, priority shifts - stay in sync both ways.

Field mapping

Field mapping

Shows how fields from one platform are mapped to the corresponding fields in the other, including handling for mismatched values and defaults.

Related features

Bi-directional ticket sync

No one has to pull anything. It just syncs.

Field mapping

When it's status A on their side, what needs to happen on yours?

Ready to stop updating two systems by hand?

See how Support Fusion keeps both platforms in sync - from the first status change to the timestamp that matters most.