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Support Fusion

ServiceNow integration built for how IT services actually work

Connect ServiceNow to the PSAs and ITSMs your partners and providers run on. Both teams stay in their own platform. Work flows between them automatically.

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Which side of the ServiceNow boundary are you on?

Support Fusion handles both ends of the integration. The setup looks different depending on who owns the ServiceNow instance.

Enterprise IT team

You run ServiceNow

Your IT team uses ServiceNow. Your managed service provider is in ConnectWise or HaloPSA. Right now, you're either copying tickets between systems, giving your MSP licences they shouldn't need, or both.

Support Fusion lets your team stay in ServiceNow. Incidents, requests, and problems route to your MSP's queue automatically, with status and notes staying aligned - without giving them access to your environment.

MSP and service provider

Your client runs ServiceNow

You're in ConnectWise, HaloPSA, or Autotask. Your enterprise client runs ServiceNow. Today that means someone on your team is working across both systems, or your client keeps chasing updates that haven't been manually copied across.

Support Fusion connects your PSA to your client's ServiceNow instance. Tickets flow in, your team works in their own tool, and updates sync back - automatically.

ServiceNow CSM

Customer Service Management

ServiceNow CSM is the customer-facing module - cases rather than incidents. If your service providers connect to you via CSM, their cases need to land in your PSA without manual re-entry.

Support Fusion supports CSM case sync alongside standard ITSM incidents. Both flows are configurable separately, with the right field mappings for each object type.

Organisations running ServiceNow integrations with Support Fusion

LogicalisJemenaCambridge AssociatesChorus

Customers include enterprise IT teams in energy, financial services, and professional services, alongside the MSPs and service providers that support them.

Connect ServiceNow to any PSA or ITSM

Pre-built connectors for the platforms MSPs and IT service providers run on. Click through to the specific pair for field mapping details, setup videos, and FAQs. See all integrations →

See it working

Walkthroughs from the Support Fusion team covering setup, ServiceNow-specific configuration, and CSM cases.

ConnectWise to ServiceNow in under 12 minutes

End-to-end setup from both sides - authentication, field mapping, and first live sync. No developer required.

ServiceNow variable sync

How catalogue item variables and request form answers carry across to the connected PSA or ITSM with full context.

ServiceNow CSM to HaloPSA

ServiceNow CSM cases syncing into HaloPSA as service tickets, with commentary and status staying aligned on both sides.

ServiceNow configuration guide

What's included with every ServiceNow connection

ServiceNow has its own field model, catalogue structure, and note types. Support Fusion is built to handle them.

  • 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.

  • Automatic sync

    Set it up once. We'll take it from there.

    Once configured, Support Fusion keeps objects in sync across platforms until the work is done.

  • 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.

  • ServiceNow variable handling

    Request form answers land in the ticket, not lost in transit.

    Custom questions and answers from ServiceNow catalogue items are included in the ticket description. The receiving team gets the full context to fulfil the request.

  • 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.

ServiceNow integration, in depth

Articles written by the Support Fusion team from working with ServiceNow every day.

All ServiceNow articles →

Built on ServiceNow. Certified to run in enterprise environments.

ServiceNow Build Partner
ISO 27001 certified
Scoped API credentials per connection - not shared with our infrastructure
Zero persistent storage - data routes in memory, never written to disk
SOC 2 in progress - expected before end of 2026

For enterprise procurement teams

  • → You can revoke the connection from your side at any time, without involving the provider
  • → Every sync operation is logged with a full audit trail
  • → ISO 27001 certification documentation is available for due diligence review
  • → Security questionnaire responses available on request
Visit our Trust Center

Common questions about ServiceNow integration

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?

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.

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