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.
Access RequiredGuru 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 | ā¢ Name ā¢ Description ā¢ Status (Enum) ā¢ Due date ā¢ Contact (UUID) ā¢ Assignees (Array) ā¢ Collections (Array) - Required ā¢ Ticket type ā¢ Ticket URL ā¢ Remote created at ā¢ Remote updated at ā¢ Remote ID ā¢ Remote data |
| Comment | Comments on tasks | ā¢ HTML body ā¢ User (UUID) ā¢ Ticket (UUID) ā¢ Remote created at ā¢ Remote ID ā¢ Remote data |
| Comment | Private notes on conversations | ā¢ Body ā¢ Ticket (UUID) ā¢ Remote created at ā¢ Remote ID ā¢ Remote data |
| Comment | Timeline items (messages, emails, etc.) | ā¢ Body ā¢ Is private (Boolean) ā¢ Ticket (UUID) ā¢ Remote created at ā¢ Remote ID ā¢ Remote data |
| User | Gladly agents/support staff | ā¢ Name ā¢ Email address ā¢ Teams (Array) ā¢ Remote ID ā¢ Remote data |
| Contact | Customer contacts | ā¢ Name ā¢ Email address ā¢ Phone number ā¢ Details ā¢ Remote ID ā¢ Remote data |
| Collection | Gladly inboxes (required for task creation) | ā¢ Name ā¢ Collection type ā¢ Remote ID ā¢ Remote data |
| Team | Agent teams | ā¢ Name ā¢ Description ā¢ Remote ID ā¢ 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 4 months ago
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