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ServiceNow to Zendesk integration: How to map missing fields

Picture of Stephen Rudakov By  Stephen Rudakov  ·  1 minute read

When you support a client on ServiceNow but your own team works in Zendesk, you quickly run into a familiar problem.

The two systems don’t always speak the same language.

ServiceNow tickets often include fields like category and subcategory that simply don’t exist in Zendesk. By the time the ticket makes it across, those details are gone.

That creates headaches for everyone:

  • Engineers miss key context and have to ask for it again

  • SLAs and reporting become less reliable

  • Clients lose confidence when information falls through the cracks

 

Why mismatched fields matter

It might sound like a small detail, but missing fields can cost time and create risk. If the client logs a “Software > Email” issue in ServiceNow, but all we see is a vague description in Zendesk, our team has to chase details that should have been there from the start.

Multiply that across dozens of tickets a day, and it becomes more than just an inconvenience. It’s lost efficiency, frustrated teams, and gaps in the service record.

How Support Fusion solves it

With our new field mapping capability, those “extra” ServiceNow fields don’t get lost anymore. You can map them directly into the Zendesk ticket description, so the context stays intact.

Here’s how it works:

  1. Identify fields in the client’s system that don’t exist in yours (like category and subcategory).

  2. Map them into the description or another field in your own system.

  3. Every synced ticket carries the full detail, even if your platform doesn’t have the same structure.

In practice, it means the Zendesk ticket now reads:
Category: Software
Subcategory: Email
Followed by the original description.

The information is all there, ready for your team to act.

The bigger picture

This update is part of our mission to remove the friction in MSP–enterprise relationships. Whether it’s ServiceNow to Zendesk, ConnectWise to Halo, or any other pairing, the same challenge exists: platforms don’t align perfectly.

By filling the gaps, Support Fusion keeps both sides working in their preferred systems, without losing the detail that matters.