Gladly - How To Connect

During onboarding, you'll be asked to connect your CRM! If you're on Gladly, please proceed below:

1. Select Gladly from the ticket CRM dropdown.
2. Enter your Gladly subdomain. You'll find this in the first part of your organization's Gladly URL.
3. Create a Gladly "partner account" to use with QAScout and/or HiLite. You can use any email that you have access to that's convenient for you. 
4. Enter the email linked to the Gladly partner account login that will be used for this integration. Please note that this user seat will need to be assigned an API role + Agent and/or Administrator role in your Gladly instance. 
5. Now, to connect everything up, you'll need to generate a Gladly API token to authenticate API requests.
   • You'll find a comprehensive guide to Generating API Tokens on Gladly's Help Center here.
   • But, we've also pulled out the key bits for you below
6. Once you've copied your token in, click "Test Token"
   • If it says "Invalid token", please double check your subdomain, user permissions in Gladly, email, and token details. 
   • If successful, it should give you a count of tickets!
7. Click "Setup Client" and give it a few seconds to complete setup! 

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Before you start

• For integrations not built by Gladly, a Gladly Administrator should create a new user with an API role + Agent and/or Administrator (check with your integration partner to confirm the required roles) account for each integration. This account should be used to access Gladly to create the API Tokens or webhooks.

Create API Tokens

Once the partner account is set up, they can log into Gladly to access API Tokens and webhooks. You must have Administrator and API User roles to generate tokens.

1. Click the menu icon on the top left corner of the screen.
2. Click Settings.
3. Under the App Developer Tools category, click API Tokens. The API Tokens page will show you a list of currently available API Tokens.
4. Click Create Token.
5. A new token is immediately generated within the page.

• Copy and secure the token under the Token column. The token is only shown once, so save it in a secure location.
• Click the token name (e.g., Token 1) to rename the token to make it easy to identify how the token is used.
• To delete a token, hover over the token and click the trash icon.

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