The eBonding alternative built for MSPs

If you’ve worked with enterprise clients who run ServiceNow, chances are you’ve heard of eBonding. Maybe even tried to implement it.

eBonding (also known as bridging) is how systems like ServiceNow keep incidents in sync across organisations. When it works, it helps avoid rekeying the same ticket into multiple platforms. But when it doesn’t, it becomes another project, another vendor, another dependency. And for most MSPs, that’s the problem.

What eBonding was meant to solve

In theory, eBonding should be a win for everyone. It syncs data between platforms so that:

• Your customer logs a ticket in ServiceNow

• Your team picks it up in ConnectWise or Autotask

• Comments, statuses, and attachments flow both ways

• No more double handling, no more phone-tag updates

It’s a nice idea - and one that makes perfect sense in a world where both ends of the connection are on ServiceNow, managed by internal IT teams with big budgets.

But if you're an MSP? You live in a different world.

Where eBonding falls short for MSPs

ServiceNow’s eBonding Spoke is built to connect two ServiceNow instances. It’s optimised for large enterprise environments, often requires IntegrationHub, and assumes both sides of the bond are equally resourced and aligned.

That’s rarely true in managed services.

In the real world, enterprise IT teams want to stay in their own tools - ServiceNow, Jira, Zendesk. MSPs want to stay in theirs - ConnectWise, Autotask, HaloPSA. The data needs to move, but no one wants to become an integration shop.

Even if you do try to use ServiceNow’s tooling:

• You’re limited to ServiceNow-to-ServiceNow

• You’ll need internal admin access (and maybe developer support) on both sides

• You’re on the hook for maintaining the flow

• And if anything breaks mid-contract? Good luck sorting out who owns it

That’s why MSPs either throw people at the problem, retyping tickets, following up by email, or spend tens of thousands building custom integrations.

Neither is ideal.

Support Fusion: purpose-built for MSPs

We designed Support Fusion as the eBonding alternative that actually fits the way MSPs work.

Instead of locking you into one vendor’s ecosystem, we connect the platforms you already use - with no code and no middle layer. Tickets, statuses, comments, and attachments stay synced between MSP and enterprise platforms, whether that’s:

• ServiceNow and ConnectWise

• Jira and Autotask

• Zendesk and HaloPSA

• Or any combination across your client base

And unlike traditional eBonding:

• No scripting or custom logic is needed

• No external developer support is required to go live

• No rekeying or manual updates once connected

Just a few guided setup steps, and tickets start syncing in both directions - within minutes, not months.

Built for more than tickets

Ticket sync is just the start.

Support Fusion is built to help MSPs automate the entire flow of work - from initial client request to SLA tracking, billing, reporting, and QBR insights. By ingesting the managed services contract and connecting the dots across platforms, we go beyond integration and into orchestration.

• QBR data, ready without prep

• SLA metrics tracked live

• Service trends surfaced automatically

And because everything starts with synced tickets, you unlock these benefits without changing your process or platform.

The bottom line

If you’re an MSP working with enterprise clients, you’ve probably lost hours to rekeying tickets, chasing updates, or fixing mismatched data between systems.

Support Fusion is your way out.

It’s the alternative to eBonding that doesn’t require ServiceNow on both sides. It’s built for how MSPs really operate. And it’s ready to connect the tools you already use - so you can spend less time managing tickets and more time delivering value.

Or, just try it for yourself!