More MSPs are adopting ServiceNow Customer Service Management (CSM) as their primary customer service platform. CSM gives MSPs a structured way to run client-facing work, manage SLAs and branding, and keep communication consistent.
Support Fusion already supports incident, problem and catalog task synchronisation for ServiceNow ITSM. Today we are announcing the next step in that journey: adding full support for ServiceNow CSM case tickets.
This enables MSPs using ServiceNow CSM to work seamlessly with customers running any ITSM platform, including ServiceNow ITSM itself, Jira Service Management, ManageEngine, Freshservice, Zendesk and more.
Although ITSM and CSM share the same platform, they solve different problems.
Incidents are often generated by monitoring or automation
Problems drive root-cause processes
Catalog tasks align to internal approvals and fulfilment
Not all activity should be exposed to the customer
Support Fusion already handles these objects for MSPs pairings today.
Cases are the primary customer-facing record
Communication, emails and portals all center on the case
Service offerings, entitlements and SLAs align to commercial agreements
Provides a clear layer between internal noise and the customer experience
For MSPs, CSM is often a better fit for how they serve external clients.
Support Fusion’s CSM support builds on our existing ITSM integrations, adding a customer-grade workflow on top.
When an MSP chooses CSM, the case becomes the customer’s single source of truth. But in practice, MSPs running ServiceNow CSM often need to integrate with customers using:
Their own ServiceNow ITSM instance (especially if avoiding ServiceNow’s Service Bridge)
Jira Service Management
ManageEngine, Freshservice, Zendesk
Or another external MSP using Halo, ConnectWise or Autotask
Across all these scenarios:
The MSP wants to stay in CSM
The customer wants to stay in their ITSM
Both sides need one consistent story
Neither wants duplicate tickets or manual updates
This is the problem Support Fusion solves.
And adding CSM case support makes it work for the full range of MSP deployments.
An MSP runs ServiceNow CSM as its primary service platform. Their customer runs ServiceNow ITSM.
Customer logs an incident in their own instance → Support Fusion → MSP receives it as a CSM case.
MSP works the case, adds updates and resolves it → Support Fusion → customer’s incident updates automatically.
No Service Bridge.
No duplicating tickets.
No mismatched status or SLA data.
Both remain in their own systems with full visibility.
This same pattern works for customers on Jira, ManageEngine, Freshservice, and other ITSM platforms too.
Cases sit alongside existing support for:
Incidents
Problems
Catalog tasks
CSM cases become a first-class mapped object with full status, comment and field syncing.
Including:
Service offering
Category
Contact / requester
SLA-relevant fields
Plus of course, any custom fields your implementation relies on.
CSM support is designed for MSP-customer relationships:
MSP works in ServiceNow CSM
Customer works in their ITSM
Updates flow both ways
Customer-facing communication stays aligned to the CSM case
While not the primary use case, the same design also allows clean collaboration between two service providers using different tools.
If you already use Support Fusion to sync incidents, problems or catalog tasks with ServiceNow ITSM, nothing changes. That capability remains stable and continues to expand.
What’s new is that we are:
Adding CSM case synchronisation
Designed specifically for MSPs who use CSM as their customer-service layer
Enabling clean, contract-aligned integration across any ITSM or PSA your customers or partners use
If your MSP uses ServiceNow CSM and you want to reduce manual rekeying between you and your customers’ ITSM systems, we’d love to work with you in the early access group.
Book us in for a demo below and we'll show what we can do.
Support Fusion helps MSPs deliver great service from ServiceNow CSM, while every customer and partner continues working in the platform they prefer.