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Steve Rudakov 1 min read

Support Fusion build update: 9th May 2025

Product

This week, we’ve zeroed in on improving the closure process for integrated tickets between ConnectWise and ServiceNow:

  • * We now support mapped status triggers in Support Fusion’s configuration that can automatically initiate closure logic - ensuring that when a ticket reaches a nominated state in ConnectWise, it’s eligible to close in ServiceNow too.
    • The demo below shows how we carry across the resolution notes and closure data from ConnectWise to complete the feedback loop back to the enterprise, eliminating guesswork and preserving compliance where closure requirements are strict.

Watch it in action

Closure handling

Closure handling

Shows how a ticket closure in one platform triggers the correct closure state in the other, including configurable handling for resolution notes.

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.

Related features

Bi-directional ticket sync

No one has to pull anything. It just syncs.

Closure handling

Closure is its own beast. We handle it.

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.