Why not build this with ServiceNow?

When we meet enterprise IT teams running ServiceNow, one question often comes up:

“Couldn’t we just do this ourselves in ServiceNow?”

It’s a fair question. Many organisations already have a strong ServiceNow function and internal developers. On paper, building your own ticket sync sounds simple: connect APIs, share ticket data, map a few fields.

But once you start working across multiple providers, different platforms, and real-world contracts, the edges start to show.

In this post, we’ll unpack what we hear most often from ServiceNow owners, and how Support Fusion fills the gaps - so your team stays focused on service, not maintenance.

1. Native eBonding only gets you so far

ServiceNow’s eBonding is powerful for ServiceNow-to-ServiceNow scenarios.
But most managed service providers (MSPs) don’t use ServiceNow. They run tools like ConnectWise, Autotask, HaloPSA, Syncro, or Jira Service Management.

Each has its own data model, field naming, authentication, and workflow logic.
ServiceNow doesn’t natively support these - and maintaining one-off connectors for each vendor quickly turns into a full-time job.

“We’ve got ServiceNow, but our providers are on ConnectWise and Halo. We’d need a whole project just to get them talking.” - Enterprise IT manager

Support Fusion connects all those systems through a single, zero-code layer - so you don’t have to manage multiple API projects internally.

2. Building is easy. Maintaining is not.

Every time a vendor changes their API, authentication flow, or field names, your in-house integration needs updating.
That means testing, redeploying, and keeping a dedicated developer or partner on standby.

Support Fusion tracks those updates across all major PSA and ITSM platforms and keeps the bridges healthy for you.

“We handle the API updates and nuances so you don’t have to.” - Steve Rudakov, Support Fusion CTO

Think of us as the integration service team behind your MSP relationships.

3. Cost and time add up fast

Custom eBonding projects typically take weeks to configure, test, and document.

By comparison, Support Fusion customers are usually up and running in under an hour of joint setup - and you can start with one connection, then scale.

No code. No consultants. No rewrite every time you onboard a new provider.

4. Every provider is different

In our recent demo with an Australian super fun and their provider, the conversation turned to real-world complexity:

• Some catalogue items need approval, others don’t

• Tickets bounce between internal teams and external providers during their lifecycle

• Attachments, comments and work notes have different visibility rules

• Custom catalogue variables (like phone colour or data plan) still need to be passed through

Support Fusion handles all of this without scripting. Assignments and mappings define what syncs, how it syncs, and when.

“If a ticket leaves a provider group, it pauses syncing. Bring it back, and the link continues once more - same ID, same history.” - Steve Rudakov, Support Fusion CTO

5. Security and compliance aren’t afterthoughts

Enterprises in regulated sectors like finance and healthcare can’t just open APIs and spread data across borders.

Support Fusion is hosted in Australia (and in-region where required).
We don’t store your ticket data - only lightweight metadata for ID matching - and we work comfortably with frameworks like APRA CPS 234, ISO 27001, and SOC 2 requirements.

“Our InfoSec is militant about data residency. If it’s not hosted in Australia, it’s a hard stop.” — Enterprise IT manager

No problem. We built Support Fusion for that exact environment.

6. Scaling across multiple MSPs

Most enterprises now work with more than one service provider - network, end-user, apps, cloud, security. Each uses a different PSA.

Support Fusion lets you create a connection per provider - ServiceNow to ConnectWise, ServiceNow to HaloPSA, ServiceNow to Jira - all from the same console.

One configuration model. Infinite combinations.

Common questions from enterprise teams

Can we keep our internal automation and approvals?
Yes. We only sync tickets once they meet the conditions you define - for example, approved catalogue tasks in specific assignment groups.

Can we test without production data?
Yes. We recommend starting with a sandbox instance or dev environment on both sides just to prove things out.

Can we limit visibility to certain queues or ticket types?
Yes, there are multiple ways to do this via API permissions, ACLs and group-based filtering.

Can we start with one provider and expand later?
Yes. Most customers begin with their largest provider, prove the workflow, then add others.

What about parent/child tickets?
We sync at the base ticket level today. Parent hierarchies remain in ServiceNow or the internal ITSM of choice, which is usually where they belong.

Is this faster than writing our own connector?
Every time. Typical setup time: under an hour, without code.

The takeaway

If your goal is to connect ServiceNow with one or more service providers using ConnectWise, HaloPSA, or similar tools, you could build it yourself - but you’ll also be signing up to maintain it indefinitely.

Support Fusion exists so you don’t have to. Click the button below to arrange a demo.

We keep the connections healthy, the data secure, and both sides working in their own systems - nothing more needed.