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