ServiceNow integration for Autotask

When platforms don’t talk, your team has to. Support Fusion fixes that. We’re managed integration infrastructure for IT service providers running Autotask, connecting it to the other systems you rely on internally, and to the platforms your clients use, so data stays in sync and every team has the whole picture. It’s object-level, fully managed, and inter-company by design. And it’s ISO 27001 certified, so when a client’s security team asks, you have an answer. You connect your platform, we run the integration and keep it going. No one has to be the glue.

Real-time, bi-directional ticket sync between Autotask and ServiceNow, with all ticket data processed in memory and not stored. Tickets raised in either system appear in the other within seconds, with priority, status, comments, work notes, and attachments carried across. Public/private comment configuration keeps internal notes separate from customer-facing updates. Built for Autotask MSPs whose enterprise customers run ServiceNow, giving both sides a single source of truth on every ticket. Setup typically completes in around an hour with administrators from both sides.

• Bi-directional sync of tickets, status, priority, comments, and attachments between Autotask and ServiceNow
• Public/private comment configuration, internal notes kept separate from customer-facing updates
• Field mapping and transformation across statuses, categories, and core ticket fields, with automated handling where formats differ
• Asset names and details included in synced ticket descriptions
• Per-customer connection management with separate sync direction, field mapping, and policy per pairing
• Multi-provider credential isolation, automatic cycle recovery, and per-cycle sync diagnostics
• Enterprise authentication: SSO, MFA, conditional access, domain locking
• Ticket data processed in memory and not stored; only IDs retained for mapping

Contact information for Sales and Support

Sales: suppfusion.com/get-demo” target=”_blank” rel=”noopener noreferrer” title=”https://suppfusion.com/get-demo”>https://suppfusion.com/get-demo

Support: [email protected]

Documentation:
Autotask: https://help.suppfusion.com/en/articles/15122218-autotask-integration-setup-guide
ServiceNow: https://help.suppfusion.com/en/articles/15121955-servicenow-integration-setup-guide

Geographic availability

Worldwide. Hosted in AWS Sydney with regional residency options. Active customers in Australia, New Zealand, the United Kingdom, and the United States.

Languages

Worldwide – English

Technical contact name and email

Steve Rudakov, Co-founder and CTO — [email protected]