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Support Fusion

ServiceNow and Jira, synced for both sides of the relationship

Whether your IT team hands off to a development partner in Jira, or your ServiceNow CSM service desk supports a customer running Jira Service Management, tickets and cases sync both ways. No shared logins, no per-agent Jira licences for the other side.

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Which side of the ServiceNow and Jira boundary are you on?

This integration covers two distinct relationships. Support Fusion configures each one separately.

IT team and development partner

ServiceNow ITSM ↔ Jira Software or Jira Service Management

Your IT team runs ServiceNow. The team building or maintaining your systems works in Jira. When an incident needs engineering input, it has to reach their board, and their fix status needs to come back to your ticket, without giving either side a login to the other's platform.

Support Fusion syncs ServiceNow incidents and requests into Jira issues, with priority, description, and attachments mapped across. Status changes and comments sync back automatically, so your service desk can update stakeholders without chasing the development team.

Service provider and customer

ServiceNow CSM ↔ Jira Service Management

You run a service desk on ServiceNow CSM. Your customer's team resolves work in their own Jira Service Management portal. Every case that crosses that boundary today gets copied by hand, or requires giving your team a Jira seat they don't need for anything else.

Support Fusion syncs CSM cases into Jira Service Management requests directly, keeping both portals in sync without shared credentials or per-agent Jira licensing on your side.

Why ServiceNow and Jira don't work together without help

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

Engineering updates don't reach your ServiceNow ticket automatically

When your Jira-based development or delivery partner picks up an incident, the fix status, comments, and resolution details stay in their board unless someone copies them across by hand.

Your CSM cases and their Jira Service Management requests don't share a data model

ServiceNow CSM uses cases, categories, and contact records. Jira Service Management uses its own request types and SLAs. Without a mapping layer, a synced case arrives with the wrong type, a missing SLA, or incomplete customer context.

Comments meant to stay internal cross the boundary anyway

ServiceNow separates work notes from customer-visible comments. Jira and Jira Service Management have their own visibility model. Without controls, internal engineering notes can end up visible to a customer, or a customer comment never reaches your ticket.

Giving the other side a seat creates licensing and access problems

Whether it's your development partner needing ServiceNow access or your customer needing a CSM login, extending platform access to a team that only needs to see a handful of tickets adds licence cost and exposes work that isn't theirs.

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 Jira through the guided setup. Works with Jira Software and Jira Service Management, and with ServiceNow ITSM or CSM. No developer required.

2

Configure your workflow

Map incidents or cases to Jira issue types and request types, set field and priority mappings, and choose which comments and work notes cross the boundary.

3

Go live

Run a dry sync to verify the result on both sides, then switch to automatic. Your IT team or service desk stays in ServiceNow. Your partner or customer stays in Jira.

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

See it in action

Walkthroughs from the Support Fusion team.

Bi-directional ticket sync

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

Comment controls

Shows how comment visibility and direction are controlled - which comments sync, which stay internal, and how that is configured per connection.

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.

  • Comment controls

    Comments and work notes are fully controllable.

    Configure what syncs per ticket type. Keep work notes to your team. Share updates with clients. The rules are yours.

  • 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 or cases 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 and cases 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 Jira 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 Jira?

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