Setting up Gladly as a Source

Connecting Gladly as a source in Guru lets teams surface customer conversations and support insights directly within their workflow, streamlining access to context and enabling faster, more consistent responses.

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Access Required
Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources.
Gladly Access: You need Gladly credentials to connect Gladly as a source.

Setting up Gladly as a Source

Go to Manage > Sources in the Guru web app.
Select Gladly from the list of available Source integrations.
Enter your Gladly subdomain when prompted.
Authorize Guru to access your Gladly account by signing in with your Gladly credentials.
Select the Guru Groups that should have access to this Source's content.
Optionally, assign a Source Owner who will manage this connection.
Click Connect Source to start syncing.

Objects synced from Gladly

Primary objects are the objects used to generate the search record.

Common Model / What You'll See During Setup	Objects/Data Brought In	Key Fields
Ticket	Primary Objects: Gladly support tasks	• Name • Description • Status (Enum) • Due date • Contact (UUID) • Assignees (Array) • Collections (Array) - Required • Ticket type • Ticket URL • Remote created at • Remote updated at • Remote ID • Remote data
Comment	Comments on tasks	• HTML body • User (UUID) • Ticket (UUID) • Remote created at • Remote ID • Remote data
Comment	Private notes on conversations	• Body • Ticket (UUID) • Remote created at • Remote ID • Remote data
Comment	Timeline items (messages, emails, etc.)	• Body • Is private (Boolean) • Ticket (UUID) • Remote created at • Remote ID • Remote data
User	Gladly agents/support staff	• Name • Email address • Teams (Array) • Remote ID • Remote data
Contact	Customer contacts	• Name • Email address • Phone number • Details • Remote ID • Remote data
Collection	Gladly inboxes (required for task creation)	• Name • Collection type • Remote ID • Remote data
Team	Agent teams	• Name • Description • Remote ID • Remote data

Permissions

When you connect Gladly as a source in Guru, you'll permission that content in Guru. Learn more here.
If someone is not provided with access in Guru to this source, they will not see Gladly results in searches or when chatting with Guru.

Updated 5 days ago