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Support Fusion

Connect ServiceNow to your service providers - without Service Bridge

Your service providers don't run ServiceNow. Support Fusion connects your environment to their platforms - ConnectWise, HaloPSA, Jira, Autotask, and more. No development project. No extra licensing. No eBonding complexity.

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Trusted by enterprise IT teams and their service providers

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Why cross-platform ticket flow is still broken for most enterprise teams

You have ServiceNow. Your providers have something else. Getting work to move between those two worlds - securely and automatically - is harder than it should be.

Your providers are asking for ServiceNow access your security team won't approve

Giving MSP technicians and service providers access to your ServiceNow environment means more licences, broader internal visibility, and exposure of tickets that have nothing to do with them. Your security team says no. Your providers still need the work.

Every new provider relationship starts with a developer

There is no supported, no-code way to share tickets with an external party running ConnectWise or HaloPSA. Each connection requires a custom integration - Business Rules, API work, a project plan. You have a backlog of requests and limited development resource.

Once a ticket leaves ServiceNow, you lose sight of it

When an incident is assigned to an external provider, your team has no visibility on what happens next. Updates happen in the provider's system. Your ServiceNow ticket sits stale until someone manually updates it - or the end user calls to ask why it's still open.

Service Bridge is the recommended solution - but your providers aren't on ServiceNow

Service Bridge is ServiceNow's answer to cross-instance ticket flow. It works when both sides run ServiceNow. Most service providers and MSPs run ConnectWise, HaloPSA, or Autotask. Service Bridge cannot help with that.

How you connect your ServiceNow to your providers

Live from the ServiceNow side in under a day. No Business Rules, no developer, no project.

1

Connect your ServiceNow environment

Add your ServiceNow credentials through the guided setup. No developer required - the configuration is handled without Business Rules or custom code.

2

Your providers connect their platform

Each service provider connects their platform - ConnectWise, HaloPSA, Autotask, or Jira - from their own side in minutes. No shared credentials, no access to your instance.

3

Incidents sync automatically

Run a dry sync to verify the result, then go live. Incidents assigned to external providers sync to their platform and stay in sync - status, comments, and resolution - until the work is done.

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

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.

  • Sync history

    See exactly what moved, when, and whether it worked.

    Every object created or updated in each sync cycle, with direction of travel and any errors to review. Reference ID numbers are visible for easy identification in either side. Filter by status to find problems fast.

  • 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.

What is ServiceNow Service Bridge?

Service Bridge is ServiceNow's own product for connecting two ServiceNow instances together. It is designed for large enterprises and multi-instance environments where both parties run ServiceNow.

In most enterprise environments, that's rarely how it works. You're on ServiceNow. Your service providers and MSP partners run ConnectWise, HaloPSA, or Autotask. Service Bridge doesn't bridge that gap - it is designed for a world where everyone runs ServiceNow.

Service Bridge is designed for

  • Large enterprises with multiple ServiceNow instances
  • Multi-instance ServiceNow environments
  • Internal federated IT where everyone runs ServiceNow

Not designed for

  • Enterprises whose service providers run ConnectWise, HaloPSA, or Autotask
  • Connecting to partners who aren't on ServiceNow
  • No-code setup without developer involvement

How Support Fusion compares to Service Bridge

Both products connect ServiceNow to other systems. The differences matter most when your use case involves non-ServiceNow platforms.

Capability Service Bridge Support Fusion
Works with non-ServiceNow platforms (ConnectWise, HaloPSA, Jira, Autotask) No Yes
No-code setup No Yes
No additional ServiceNow licensing required No Yes
Syncs assets alongside tickets No Yes
Syncs time entries No Yes
Cross-platform field mapping No Yes
ServiceNow-to-ServiceNow sync Yes Yes

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.

Connect your ServiceNow environment to your service providers.

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