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Gladly integrations
Jos Barteling avatar
Written by Jos Barteling
Updated over a week ago

Embed a survey into Gladly

Simplesat can automatically send a survey to a customer after closing a conversation.


Authenticating with Gladly

To authenticate with Gladly you'll first need to generate an API token.

Start off by going to Gladly, then go to settings > app developer tools > API tokens.
Click create token and name it Simplesat, then copy your newly created token.

Fill in your Gladly domain, username and API token then click authenticate.

You're now authenticated with Gladly! πŸŽ‰


Note about using Gladly integrations

Currently event based surveys won't trigger Gladly ticket integrations by default.
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Please contact Simplesat support to manually enable this for your event based surveys.


Pull conversation data

Each time your customer provides a rating, Simplesat will associate the following information with the response.

Object

Data collected

Conversation

ID

Requester (Customer)

ID, Name, Email

Responder (Agent)

ID, Name, Email

All information gathered through the API will override fields sent through URL parameters.

Here's an example of how this will look in Simplesat:

Authenticate if you haven't done so already, then scroll down to pull conversation data and click activate integration.


Display feedback in a conversation note

Simplesat can sync a customer's feedback back to the related conversation as an internal note.
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​Here's an example of how this will look in Gladly:

Authenticate if you haven't done so already, then scroll down to display feedback in a conversation note and click activate integration.


Create task upon receiving feedback

Simplesat can automatically create a new task in Gladly upon receiving feedback.


​Here's an example of how this will look in Gladly:

Authenticate if you haven't done so already, then scroll down to create task upon receiving feedback and click activate integration.
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After the integration successfully activated you'll need to scroll down a little to assignee inbox ID, then fill in the inbox ID of the inbox you'd like the tasks be assigned to.

You can find the inbox ID in gladly. Go to settings > orchestration > inboxes and open the inbox you'd like to know the ID of. The ID will be displayed in the URL.

When that's done, press save.

You can also select when the task is due under the due at field.
By default it's set to 1 day after creation, but you can change this number to anything. Or change it to hours or minutes instead.


Add topics to conversation after receiving feedback

Simplesat can automatically add topics to conversations after receiving feedback.

​Here's an example of how this will look in Gladly:

Before activating this, you'll need to go into gladly and create these 3 new topics:

  • Simplesat - negative sentiment

  • Simplesat - neutral sentiment

  • Simplesat - positive sentiment

Authenticate if you haven't done so already, then scroll down to add topics to conversation after receiving feedback and click activate integration.

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