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.

Get a demo View all integrations

Trusted by enterprise IT teams and their service providers

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.

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.

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.

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

Sync
Bi-directional ticket sync
No one has to pull anything. It just syncs.
Every update, comment, and status change flows both ways. Assign a ticket in one platform and it stays bonded across both until it closes.
Watch demo
Configuration
Natural language configuration
Describe what you need. The system sets it up.
No screen-by-screen setup. Tell Support Fusion what you need in plain language and it configures the integration. Switch to manual at any point.
Watch demo
Configuration
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.
Watch demo
Configuration
Comment controls
Internal notes stay internal. You control what crosses.
Configure what syncs per ticket type. Keep work notes to your team. Share updates with clients. The rules are yours.
Watch demo
Visibility
Sync history
See exactly what moved, when, and whether it worked.
Every ticket created or updated in each sync cycle, with direction of travel and any errors to review. Both ticket numbers are visible - so if a technician gets a call referencing a ServiceNow incident number, they can find the linked Autotask ticket instantly. Filter by status to find problems fast.
Watch demo
Security
Secure organisation bonding
Connect to a partner in seconds. No shared credentials.
Generate a connection code, share it, and approve the relationship. Each organisation controls what data flows. Nothing leaks across the boundary.
Watch demo

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.

Which platforms does Support Fusion support?

Support Fusion has pre-built connectors for ServiceNow, ConnectWise, Autotask, ServiceDesk Plus, Jira, Freshdesk, Freshservice, HaloPSA, HaloITSM, Zendesk, Syncro, HubSpot, and NetSuite, with more on the roadmap.

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.

Is ticket syncing bi-directional?

Yes. Support Fusion syncs tickets, updates, notes, attachments, and field changes in both directions. Each party sees an accurate view of the work from inside their own platform - no-one needs to log into the other's system to know what's happening.

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.

Connect your ServiceNow environment to your service providers.

Get a live walkthrough of how Support Fusion connects your ServiceNow to your providers' platforms - without Service Bridge, without a development project.

Book a demo