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June 6, 2024
XX min read

Gorgias vs ServiceNow


Choosing the right ticketing tool is crucial for any organization that values streamlined customer service and operational efficiency. In this comparison, we delve into two prominent ticketing solutions: Gorgias and ServiceNow. Gorgias is specifically designed for e-commerce stores, aiming to provide multichannel customer service from a single app, and boost productivity with automated responses to common requests. On the other hand, ServiceNow, known as the Now Platform, serves as a unifying foundation for digital business. This platform drives transformation by enabling quick automation, future-proof technologies, and exceptional user experiences. Comparing these tools is essential to determine which one aligns better with your organization's needs.

Gorgias Overview

Gorgias is a helpdesk tailored for e-commerce businesses, focusing on centralizing customer service across multiple channels and automating responses to frequently asked questions.

Key Features

  • Multichannel Customer Support: Manage customer interactions from email, live chat, phone, and social media platforms within a single dashboard.
  • Automated Responses: Utilize machine learning to handle routine inquiries automatically, saving time and improving efficiency.
  • Integrations: Seamlessly integrates with popular e-commerce platforms like Shopify, Magento, and BigCommerce.
  • Macros and Templates: Create predefined responses for common inquiries to maintain consistency and speed.
  • Customer History: Access comprehensive customer interaction history to provide personalized support.
  • Reporting and Analytics: Monitor performance metrics and gain insights into customer service operations.

ServiceNow Overview

ServiceNow is a robust platform that optimizes business processes by connecting data and organizational silos, accelerating innovation at scale.

Key Features

  • Unified Platform: A single foundation for IT, HR, facilities, and more, ensuring consistency and integration across departments.
  • Automation Engine: Automate routine tasks and workflows to improve efficiency and reduce manual effort.
  • Customizable Dashboards: Tailor dashboards to specific roles and departments for better visibility and control.
  • Knowledge Management: Centralize and manage knowledge across the organization to streamline information sharing and access.
  • Incident Management: Track, prioritize, and resolve incidents efficiently with built-in best practices.
  • Integration Capabilities: Extensive integration options with third-party tools and legacy systems.


Both Gorgias and ServiceNow are designed to optimize customer service and operational efficiency through centralization and automation. They share several similarities:

  • Centralized Interface: Both tools provide a single dashboard to manage multiple channels and functions, reducing the complexity of handling disparate systems.
  • Automation: Each platform offers robust automation features to streamline repetitive tasks, leading to increased productivity and faster response times.
  • Integrations: Both Gorgias and ServiceNow support extensive integrations with other systems, enhancing their flexibility and capability to fit into various tech ecosystems.
  • Analytics and Reporting: Both platforms offer comprehensive analytics and reporting features to monitor performance and gain insights for continuous improvement.


Despite their similarities, Gorgias and ServiceNow are fundamentally different in their design, target audience, and functionalities:

  • Target Audience: Gorgias is explicitly designed for e-commerce businesses, whereas ServiceNow caters to a wide range of industries, including IT, HR, and facilities management.
  • Scope of Use: Gorgias focuses on customer service across e-commerce channels, while ServiceNow delivers a more comprehensive suite of business process optimization tools.
  • Customization: ServiceNow offers more extensive customization options tailored to different departments and roles, compared to Gorgias' primarily customer service-focused customization.
  • Industry Use: ServiceNow's versatile platform is used across various industries and departments, while Gorgias’ features are more narrowly tailored to the needs of e-commerce customer support teams.

Pros and Cons



  • Excellent for e-commerce with dedicated features like order tracking and integration with popular e-commerce platforms.
  • Automated responses save time on routine inquiries.
  • Easy to set up and use, with a user-friendly interface.
  • Strong multichannel support consolidates email, live chat, phone, and social media interactions.


  • Limited to customer service functionalities; lacks broader business process optimization features.
  • Not suitable for industries outside e-commerce.
  • Customization options are focused mainly on customer support aspects.



  • Comprehensive platform supporting various departments such as IT, HR, and facilities.
  • Powerful automation capabilities that go beyond customer service.
  • Extensive customization options tailored to different organizational needs.
  • Effective knowledge management system that improves information accessibility and sharing across the organization.


  • Can be complex to implement and may require significant initial setup.
  • Steeper learning curve compared to more specialized tools like Gorgias.
  • Higher cost, which might not be justified for smaller businesses or those with more focused needs.

Use Cases


Gorgias is ideal for:

  • E-commerce Stores: Perfect for managing customer service across multiple sales and communication channels.
  • Small to Medium-Sized Businesses: Especially those looking for an intuitive and easy-to-set-up customer support tool.
  • Teams Needing Automation: Companies that have a high volume of repetitive customer inquiries can greatly benefit from Gorgias's automation features.


ServiceNow is ideal for:

  • Large Enterprises: Particularly those with multiple departments needing a unified platform to streamline varied processes.
  • IT Service Management: Organizations looking to optimize IT operations with incident and change management.
  • Companies Focused on Digital Transformation: Businesses aiming to innovate and future-proof their processes through advanced automation and integration capabilities.
  • Cross-Department Collaboration: Ideal for businesses requiring extensive cross-department workflows and knowledge management.


In comparing Gorgias and ServiceNow, it's clear that each tool has its strengths and is designed to meet different needs. Gorgias excels as a specialized customer service solution for e-commerce businesses, offering efficient multichannel support and robust automation features. On the other hand, ServiceNow provides a comprehensive platform suited for large enterprises seeking to unify their digital business processes across various departments.

For e-commerce stores looking for a straightforward, effective tool to manage customer interactions and automate routine responses, Gorgias may be the best fit. Conversely, organizations in need of a versatile platform that can support IT, HR, and other business functions while driving digital transformation would benefit more from ServiceNow.

Ultimately, choosing between Gorgias and ServiceNow depends on the specific requirements of your business and the scope of the solution you need.

Key takeaways 🔑🥡🍕

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