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ServiceNow CSM to Halo integration now supported

Picture of Stephen Rudakov By  Stephen Rudakov  ·  1 minute read

ServiceNow Customer Service Management is often used by service providers, not just enterprises.

We increasingly see providers using ServiceNow CSM to run customer-facing support, while downstream delivery teams or partner providers operate in HaloPSA. In these models, cases are the system of record on one side, and service tickets are the system of execution on the other.

Support Fusion now supports synchronising ServiceNow CSM cases directly into HaloPSA, plus several other platforms we support.

The provider-to-provider problem

In provider-to-provider or multi-tier service models:

  • One provider owns the customer relationship in ServiceNow CSM

  • Another provider or delivery team works in HaloPSA

  • Updates, notes and ownership need to flow cleanly between both

Without integration, this typically means copying updates between systems, losing context, or relying on email and attachments to bridge the gap.

CSM cases become disconnected from the actual work being performed.

How ServiceNow CSM to Halo syncing works

Support Fusion allows ServiceNow CSM cases to be treated as a first-class ticket type and synchronised into HaloPSA.

The integration:

  • Syncs CSM cases into Halo as service tickets

  • Keeps commentary and status aligned between both platforms

  • Preserves customer context and case ownership

  • Allows each provider to work entirely in their own system

ServiceNow remains the customer-facing case system. Halo remains the operational delivery platform.

Designed for real-world service chains

This pattern shows up in:

  • Prime providers handing work to specialist delivery partners

  • Internal service organisations splitting front-of-house and delivery teams

  • Providers standardising on ServiceNow CSM while legacy or regional teams run Halo

Support Fusion acts as the connective layer, keeping the case and the work aligned without forcing either side to change tools.

Configuration without custom work

CSM support is enabled directly in the ServiceNow connector.

When configuring the integration, Case can be selected alongside incidents, problems and catalog tasks. From there, the sync behaves like any other Support Fusion pairing.

No scripts. No custom development. No brittle workflows.

See it in action

 

The video above walks through a ServiceNow CSM case being synchronised into HaloPSA, showing how the case flows across and stays linked as work progresses.

If you are running ServiceNow CSM and need to hand work to teams operating in HaloPSA, this is now a supported and repeatable integration.

If you would like to explore this pairing in your own environment, get in touch or request a demo.