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Steve Rudakov 1 min read

Support Fusion build update: 18th April 2025

Product

This week’s build update is a big one. Support Fusion now connects with ServiceNow, Zendesk, ConnectWise, Freshdesk, and HaloPSA.

I’ve also made some big improvements to our ServiceNow and ConnectWise integrations. You can now:

  • Route incoming tickets to the right company

  • Set default boards, statuses, and priorities

  • Use live dropdowns that pull real-time values from ConnectWise

It’s faster to configure and doesn’t require a developer. I’ve also been refining the setup flow to make the whole experience smoother and more intuitive. Stay tuned for more to come!

Watch it in action

Build update: 18 April 2025

Build update: 18 April 2025

Improved ServiceNow and ConnectWise configuration - routing tickets to the right company, setting defaults, and live dropdowns pulling real values from ConnectWise.

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.