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Multi-Vendor ITSM Integration

Connect any two ITSM platforms. Automatically synchronize incidents, problems, change requests, and service tickets across service desks and enterprise ITSM systems

Whether your organization runs ServiceNow alongside Remedy, Freshservice alongside Zendesk, or TOPdesk alongside Ivanti, ZigiOps enables real-time, bi-directional data exchange between any two ITSM systems.

What ITSM Systems Can I Connect?

ZigiOps supports 60+ enterprise systems. Any two ITSM platforms with accessible APIs can be connected, including:

  • ServiceNow

  • Jira Service Management

  • BMC Remedy / Remedyforce / Helix

  • Freshservice

  • Freshdesk

  • Ivanti

  • Cherwell

  • TOPdesk

  • IFS Assyst

  • Zendesk / Zendesk Sell

  • Salesforce Service Cloud

  • Microsoft Dynamics 365

  • ConnectWise

Source ITSM (examples)
Target ITSM (examples)
Typical Scenarios

ServiceNow

Remedy

Sync incidents and problems bi-directionally between enterprise ITSM platforms

ServiceNow

Freshservice

Bridge IT operations (ServiceNow) with team-level service desks (Freshservice)

Remedy

Ivanti

Forward Remedy incidents to Ivanti for regional or departmental handling

Freshservice

Zendesk

Escalate Zendesk tickets to Freshservice for IT team handling

TOPdesk

ServiceNow

Bridge facilities or HR service desks with enterprise ITSM

Any ITSM platform

Any ITSM platform

Any entity, any field, any direction - configurable via ZigiOps

ZigiOps can integrate with any ITSM system that exposes a REST API, even if it is not in the pre-built template library.

What Data Can Be Synchronized?

ZigiOps supports synchronization of all standard and custom fields, status and state transitions, comments, attachments, and user assignments between ITSM platforms. Each field can be mapped independently per direction.

Entity type
Direction
Examples
Common fields synchronized

Incidents / Tickets

Bi-directional

ServiceNow Incident - Remedy Incident

Short description/Summary, Description, Priority, Status/State, Assignee, Comments, Attachments

Problems

Bi-directional

ServiceNow Problem - Remedy Problem Investigation

Summary, Description, Severity, Status, Owner, Work notes

Change Requests

Bi-directional

ServiceNow Change - Freshservice Change

Summary, Description, Risk, Status, Approvals, Owner

Custom entities

Both directions

Any ITSM form - Any ITSM form

All standard and custom fields supported

How Does the ITSM to ITSM Integration Work?

ZigiOps acts as a secure integration layer between two ITSM systems, using their native APIs to read and write data without modifying either system.

  • No scripting or custom development required

  • All configuration is done through the ZigiOps UI

  • Supports polling-based and event-driven (webhook) synchronization

  • Start from a pre-built template or build a custom integration from scratch

  • Apply field mappings, transformations, conditions, and filters per use case

  • Does not permanently store transferred business data

ZigiOps can be deployed on-premises or used as a cloud service.

Setup

Follow the steps below to enable an ITSM to ITSM integration using ZigiOps.

  1. Log in to your ZigiOps instance.

  2. Navigate to ZigiOps - Configurator.

  3. Load the desired integration template (or create a new one from scratch).

  4. Select the corresponding Integrated Systems.

  5. Click Save to continue.

  6. Enable the integration using the slider button located in the middle section of the screen.

Once enabled, ZigiOps starts synchronizing data based on the configured mappings and rules.

Frequently Asked Questions (FAQ)

Do I need coding or API skills to set up a custom integration?

No. All configuration is handled through the ZigiOps UI. No scripting or API expertise is required.

Can I integrate systems that do not appear in the pre-built template library?

Yes. ZigiOps allows you to create integrations from scratch for any system with an accessible API.

Is bi-directional synchronization supported?

Yes. All integration types support bi-directional data flow, configurable per field.

How does ZigiOps prevent update loops?

ZigiOps uses correlation IDs and internal deduplication logic to prevent circular updates between systems.

Can I apply conditions and filters to control which records are synchronized?

Yes. Conditions, filters, and transformations can be applied at the field, record, or workflow level.

Does ZigiOps store transferred business data?

No. ZigiOps does not permanently store transferred business data.

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