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CRM ⇄ Business productivity

Gladly to ServiceNow integration — real-time, two-way sync

Keep Gladly and ServiceNow in sync without custom scripts. Cut weeks of integration work, eliminate silent data drift, and give your team a single, reliable source of truth.

  • SOC 2 and 6 other compliance frameworks
  • POC with real engineers in minutes

Adopted by fast-scaling companies moving mission-critical data in real time

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Why teams connect Gladly and ServiceNow

Sync what happens in ServiceNow with the customer records in Gladly, in real time and in both directions.

The CRM is supposed to be the record of every customer relationship, but customer-relevant information also accumulates in the other tools a team runs. Whatever ServiceNow holds or produces that touches a customer, whether conversations, payments, replies, enriched data, or notes, the CRM only benefits if it arrives without someone copying it over.

Stacksync connects Custom Tables, Incidents, Change Requests, Problems in ServiceNow to Conversation items, Agents, Topics, Tasks in Gladly with bi-directional, real-time sync. Activity and record changes in ServiceNow update the matching contact or account in Gladly, and CRM data flows the other way wherever ServiceNow can store and use it.

Common use cases

  • 01 Create ServiceNow tickets automatically from CRM cases and sync status back as agents work them
  • 02 Bi-directional sync of incidents with engineering issue trackers so IT and engineering work the same ticket without re-keying
  • 03 Mirror conversations and topics into a warehouse for CX analytics and staffing models.
  • 04 Keep customer attributes such as loyalty tier and lifetime value synced from a warehouse into Gladly profiles for routing and prioritization.

Common sync patterns

Where ServiceNow supplies contact or company data

Enriched fields land directly on records in Gladly, and refreshes keep them from going stale.

Where ServiceNow can store CRM context: fields kept current

Owner, lifecycle stage, or account details from Gladly sync into ServiceNow, so people working there have the context without switching tools.

Where ServiceNow handles support or shared inboxes

Tickets and conversations attach to the right contact and account in Gladly, so sales sees open issues before the next call.

What you can sync between Gladly and ServiceNow

Representative objects on each side — any object or custom field can map to any target. Schemas are auto-detected; types are converted between the two systems.

Gladly objects ServiceNow objects How this pairing syncs
Tasks Follow-up work items created from external triggers or synced for workload reporting. Tasks The base task table that incidents, changes, and requests extend. Same entity on both sides — records pair one-to-one and field-level changes reconcile in both directions.
Topics Categorization applied to conversations; the key dimension for contact-driver reporting. Incidents The core ITSM ticket; commonly synced with engineering trackers and CRMs. Topics is specific to Gladly and Incidents to ServiceNow — each maps to any object or custom field on the other side.
Customer profiles The central entity; merges identifiers like email, phone, and order IDs, which syncs use for matching. Change Requests Track planned changes; synced to deployment and release tooling. Customer profiles is specific to Gladly and Change Requests to ServiceNow — each maps to any object or custom field on the other side.
Conversations Each customer's continuous timeline; status and outcomes sync to CRMs and warehouses. Problems Root-cause records linked to incidents, useful in cross-system reporting. Conversations is specific to Gladly and Problems to ServiceNow — each maps to any object or custom field on the other side.
Conversation items Individual messages across voice, SMS, chat, and email attached to the conversation. Service Catalog Requests Requested items and approvals that often trigger provisioning in other systems. Conversation items is specific to Gladly and Service Catalog Requests to ServiceNow — each maps to any object or custom field on the other side.
Agents User records used to attribute work in CX analytics. Configuration Items (CMDB) Asset and infrastructure records synced with discovery tools and asset databases. Agents is specific to Gladly and Configuration Items (CMDB) to ServiceNow — each maps to any object or custom field on the other side.

How changes propagate between Gladly and ServiceNow

Each direction of the sync is driven by what the source system can signal and what the destination accepts — detection, delivery, and expected latency below.

Gladly ServiceNow Sub-second propagation

DetectionGladly notifies Stacksync of record changes through webhook events. Webhook event subscriptions for conversation and customer events, supplemented by polling and report exports.

DeliveryEach detected change is written to ServiceNow through its API, with automatic retries and rate-limit backoff.

ServiceNow Gladly Interval-based propagation

DetectionStacksync polls ServiceNow for changes on an incremental schedule, reading only records changed since the previous pass. Polling on sys_updated_on timestamps.

DeliveryEach detected change is written to Gladly through its API, with automatic retries and rate-limit backoff.

Rate-limit considerations

  • Gladly: Subject to the platform's API rate limits.
  • ServiceNow: Subject to instance-level API rate limits and concurrency semaphores configured by administrators.
What ships with Gladly ⇄ ServiceNow

Connect Gladly and ServiceNow for flexible, real-time data sync.

Real-time sync, workflow automation, event queues, EDI, and monitoring, for every Gladly–ServiceNow connection.

Real-time

Two-way sync

Changes in Gladly or ServiceNow instantly reflect in both systems. No stale data, no manual imports.

No-code + pro-code

Workflow automation

Trigger automated workflows whenever Gladly or ServiceNow data changes, update records, fire webhooks, or kick off sequences without brittle API scripts.

At scale

Event queues

Handle millions of events per minute without losing a single Gladly or ServiceNow record.

Observability

Monitoring

Track your Gladly ⇄ ServiceNow sync health, view errors, and replay failed events in one click.

Trading partners

EDI

Transform legacy EDI complexity into simple database interactions between Gladly and ServiceNow.

How the Gladly and ServiceNow connectors work

Gladly

Integration surface
REST API
Authentication
API tokens used with basic authentication tied to an agent email
Change detection
Webhook event subscriptions for conversation and customer events, supplemented by polling and report exports
Capabilities
read · write · webhooks
Rate limits
Subject to the platform's API rate limits

ServiceNow

Integration surface
REST API (Table, Import Set, and Aggregate APIs); SOAP remains for legacy integrations
Authentication
OAuth 2.0 or basic authentication against the instance
Change detection
Polling on sys_updated_on timestamps; instance admins can configure outbound push through business rules or Flow Designer
Capabilities
read · write
Rate limits
Subject to instance-level API rate limits and concurrency semaphores configured by administrators
How it works

How to connect Gladly to ServiceNow — three steps, no code

Configure and sync within minutes, no code. Whether you sync 50k or 100M+ records, Stacksync handles the queues, infra, and plumbing. Integrations are non-invasive and need zero setup on your systems.

  1. 01

    Connect your apps

    Authenticate Gladly and ServiceNow with each platform's native method — OAuth, API keys, or service accounts — plus secure options like SSH tunneling, IP whitelisting, and VPC peering.

    • OAuth 2.0
    • SSH tunnel
    • VPC peering
    Gladly connected
    ServiceNow connected
    OAuth 2.0
    SSH tunnel
    SSL certificate
    VPC peering
  2. 02

    Choose tables

    Pick the Gladly and ServiceNow objects to sync — Stacksync auto-detects both schemas, including custom fields where the platform exposes them. Sync to existing tables, or let Stacksync create new ones with ideal data types.

    • Standard objects
    • Custom objects
    • Auto-schema
    objects · Gladly ⇄ ServiceNow
    Customers 12,480
    Sales Orders 8,213
    Invoices 5,902
    Items 1,344
  3. 03

    Map fields

    Fields map automatically even when names and types differ. Stacksync handles transformation and type casting for you, zero configuration required.

    • Auto-map
    • Type casting
    • Transforms
    Gladly ServiceNow
    Company company_name text
    Email email text
    Amount amount numeric
    Created created_at timestamp
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FAQ

Gladly and ServiceNow integration FAQ

SECURITY

Security teams trust Stacksync

As a data company, we understand the importance of keeping your data secure. Stacksync is built with security best practices to keep your data safe at every layer, and is DPF-certified for US, EU, UK and CH data transfers.

Learn more about security
SOC 2 Type II
ISO 27001
HIPAA BAA
GDPR
CCPA
DPF US-EU-UK-CH
→ SECURITY WITH BENEFITS

SSO & SCIM

Let your users access Stacksync from your centralized user management systems. Works with Okta, Azure, Google SSO and more.

Alerts

Immediately get alerted about record syncing issues over email, Slack, PagerDuty and WhatsApp. Resolve issues from a centralized dashboard with retry and revert options.

Secure connection options

Securely connects to your systems with:

OAuth 2 SSH Tunnelling SSL certificates IP Whitelisting VPN gateway VPC peering and more

Related integrations

Every pair below is a real-time, two-way sync. Search all 390 integrations available for Gladly and ServiceNow.

Popular · 7 of 390
All Gladly integrations All ServiceNow integrations Browse all integrations
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