When enterprises work with external service providers, keeping support tickets in sync across different platforms is one of those problems that sounds simple until you're actually doing it. One team is working in ServiceNow, another is in Autotask, and without a reliable connection between them, things fall through the cracks.
Support Fusion is built to solve exactly that. In this week's product update, Steve walks through what the setup process actually looks like for an enterprise customer connecting their ServiceNow environment to a provider running Autotask.
The video below covers the full process from start to first live sync. If you're about to go through this yourself, it's worth watching end-to-end before you begin.
The setup happens in a few distinct stages, and the good news is that the Support Fusion interface guides you through each one.
Your service provider will invite you to connect through Support Fusion and share a connection code. From there, you head to the settings page in Support Fusion, enter the code, and confirm the connection. Once accepted, the provider's details populate automatically and you're linked.
The next step is entering your ServiceNow instance details into Support Fusion. If you're not sure where to find those, the Support Fusion website has integration setup guides that walk you through the specifics. Once the fields are filled in, a quick connection test confirms everything is working.
With both sides connected, you can configure the base integration settings. This is where you define which tickets you want to pull from ServiceNow and assign to your provider.
Field mapping is where you align the data fields between the two platforms, and it's a step best done in collaboration with your service provider. In the walkthrough, Steve maps ticket descriptions and titles (referred to as "short description" in ServiceNow) and shows how to value-map incident statuses so they correspond correctly with the equivalent statuses in Autotask.
Once configuration is done, auto-sync can be enabled. The video shows a test incident being created and then successfully transferred across to the service provider's environment within a couple of sync cycles. That's it, you're live.
This setup is relevant for any enterprise running ServiceNow that works with managed service providers or IT partners on external platforms. It's equally useful for service providers who are guiding customers through onboarding for the first time.
The integration handles the complexity of cross-platform ticket sharing so both teams can stay in their own tools without losing visibility.
If you're ready to set up your own ServiceNow integration, the Support Fusion integration guides cover everything you need.
Have questions about setup? Get in touch with the Support Fusion team and we'll help you get connected.