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Support Fusion

ServiceNow and ConnectWise, synced without the manual handoff

The original enterprise integration. Your client stays in ServiceNow. Your team stays in ConnectWise. Tickets sync both ways - automatically, securely, and without anyone being the coordinator.

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Why ServiceNow and ConnectWise don't work together without help

Without a sync, someone on your team becomes the integration. Here's what that looks like in practice.

Your team is manually copying tickets between platforms

Technicians open ServiceNow, copy the details into ConnectWise, update it when something changes, and copy the response back. Every ticket that crosses the boundary becomes a task that lives only inside someone's head.

Nothing syncs unless someone makes it sync

When a technician resolves a ticket in ConnectWise, that resolution doesn't reach ServiceNow automatically. Someone has to remember to close it on the other end - or wait until the client notices it's still open.

Sharing platform access creates security and licensing problems

Giving MSP technicians access to the client's ServiceNow instance means more licenses, more admin overhead, and more exposure. Internal tickets become visible to people who shouldn't see them.

One person holds the whole integration

If your integration relies on a custom script or a manual process that one person knows, that person becomes a single point of failure. Their leave, their resignation, their error.

How you connect

Up and running in under a day. No coding, no project, no professional services.

1

Connect your platforms

Add credentials for ServiceNow and ConnectWise through the guided setup. No developer required - takes under 30 minutes from either side.

2

Configure your workflow

Set your field mappings, sync filters, and comment rules. Define which tickets cross the boundary, how fields translate, and what stays internal.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Your team stays in ConnectWise. Your enterprise client stays in ServiceNow.

We'll look after everything and help you along the way.

See it in action

Walkthroughs from the Support Fusion team.

ConnectWise to ServiceNow in under 12 minutes

A complete end-to-end setup covering both the MSP and enterprise sides - authentication, integration configuration, field mapping, and first live sync, no code required.

ServiceNow variable sync

Shows how ServiceNow variable data from request items and catalogue forms is extracted and mapped to fields in the connected PSA or ITSM.

What's included

  • Bi-directional sync

    No matter where something originates, everything is kept in sync.

    Every update, comment, and status change flows both ways. Assign an object in one platform and it stays bonded across both until it closes.

  • Field mapping

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

    You define the business-level rules once. Status, priority, category, board - everything translates automatically. No one has to do that work again.

  • Inter-company connections

    Connect and authorise an integration relationship in seconds.

    Generate a connection code, share it, and approve the relationship. Each organisation controls what data flows to whom.

Why not just build it yourself?

Most teams try manual coordination or a custom script first. Here's how those compare.

Manual coordination

Someone copies tickets between platforms by hand. Updates go missing. Resolution gets delayed. The process lives in one person's head and disappears when they do.

Custom integration

A developer builds an API connection. It works until something changes - a field update, a platform upgrade, an API version bump. Then it breaks, and only one person knows how to fix it.

Support Fusion

Both teams stay in their own platform. Tickets sync automatically. Field rules are configured once and run without maintenance. ISO 27001 certified, no credentials shared.

The same certified security behind every connection

Every ServiceNow to ConnectWise connection runs on Support Fusion's ISO 27001 certified platform - per-connection API credentials, zero persistent ticket storage, and a full audit trail. Visit the Trust Center for certification documents or to submit a vendor security questionnaire.

Visit the Trust Center

Frequently asked questions

Does setting up Support Fusion require a dedicated integration engineer?
No. Support Fusion is built for operations teams, not developers. Pre-built connectors, a no-code configuration interface, and central monitoring mean the people who understand the workflow - not the people who built the systems - can set it up and keep it running. Once live, we manage the integration centrally. There is no ongoing technical maintenance on your side.
Will our IT service providers need to change how they work?
No. That's the point. Your IT service provider continues working in their own platform exactly as they do today. When a ticket needs to cross the boundary between your systems, Support Fusion handles it automatically. Neither team logs into the other's system, and neither changes their workflow.
Do I need to write any code to set up an integration?
No. Support Fusion is configured through a visual interface built for operations teams. Connect your platforms, map your fields, set your sync rules - no developers, no scripting, no project required.
Can Support Fusion sync platforms within our own organisation?
Yes. Internal sync - keeping your own platforms aligned - is one of the three ways organisations use Support Fusion. Common examples: customer records consistent between your PSA and CRM, invoices flowing from your PSA to your finance platform, or opportunity data visible across tools that run on different systems. No cross-company connection required.
Can I test the integration before going live?
Yes. Support Fusion has a dedicated staging environment where you can run a full proof-of-concept against sandboxes for each platform. Your staging config runs completely independently of production - test everything first and switch to live only when you're ready. The free Manual Sync plan also lets you test manually at no cost before committing to automatic syncing.
Can I control which fields are shared between platforms?
Yes. Support Fusion gives you full control over field mapping. You can map standard and custom fields - including pick lists and text fields - between platforms. Custom field values appear as selectable options in the mapping interface, so you can align your values across systems without any coding. Per-connection rules let you control exactly what data is shared for each relationship.
Can we control which comments and notes are shared?
Yes. You can configure whether to sync public notes only, or both public and private notes. The privacy level is preserved - a private work note in one platform arrives as a private note in the other.
Do timestamps sync for SLA tracking?
Yes. Support Fusion preserves the original event timestamps on ticket updates - status changes, notes, and closures all carry the time the event occurred, not the time it synced. This keeps SLA timers accurate on both sides.

Ready to connect ServiceNow and ConnectWise?

An integration specialist will run the session, tailored to your platforms. We'll walk through how sync would work for your team and answer any questions along the way.

Book a demo