# Multi-Vendor ITSM Integration

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**            |

{% hint style="info" %}
ZigiOps can integrate with any ITSM system that exposes a REST API, even if it is not in the pre-built template library.
{% endhint %}

***

### 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)

<details>

<summary>Do I need coding or API skills to set up a custom integration?</summary>

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

</details>

<details>

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

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

</details>

<details>

<summary>Is bi-directional synchronization supported?</summary>

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

</details>

<details>

<summary>How does ZigiOps prevent update loops?</summary>

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

</details>

<details>

<summary>Can I apply conditions and filters to control which records are synchronized?</summary>

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

</details>

<details>

<summary>Does ZigiOps store transferred business data?</summary>

No. ZigiOps does not permanently store transferred business data.

</details>

***


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