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Gladly

To help you integrate Gladly with Thankful, we’ve written step-by-step instructions. Follow along with the step-by-step instructions below.

There are two key parts to the setup: 1) provisioning a seat for Thankful in your helpdesk, and 2) integrating your helpdesk into the Thankful dashboard.

Part 1: Provisioning a Seat for Thankful

You’ll need to create a Thankful teammate. Thankful will use this teammate to reply to your customers, just like an agent.

Then, provide the Thankful teammate with access to all relevant inboxes.

Adding Thankful to a team is not required.

Part 2: Integrating into the Dashboard

  1. Go to Integrations and click “+ Add Helpdesk Integration”, select Gladly from the dropdown list

  2. Click “Notification Endpoints” and take note of the URL on the right. We’ll need this later.

  3. In the left dropdown panel in Gladly, click Integrations. Navigate to “Webhooks” in the Integrations panel, and click “Create webhook.” Enter a name like “Notify Thankful”, and under “Webhook URL” paste the URL you copied earlier from Thankful’s dashboard under “Notification Endpoints”

  4. Under Events, choose the following: CONVERSATION/CLOSED, CONVERSATION/CREATED, CONVERSATION_ASSIGNEE/UPDATED, CONVERSATION_STATUS/UPDATED, MESSAGE/RECEIVED

  5. Click to “Save webhook” and Gladly will ping our server to confirm communication.

  6. Once that’s done, you will need to generate, and send us, an API token. This can be done under the API tokens tab of Integrations. In the top-right corner, click “Add Token”. Copy it to your clip board and navigate back to Thankful Integrations

  7. Under your newly created Gladly integration, paste the API token under API Key, and add your subdomain (https://[this_is_your_subdomain].gladly.com) as well as the agent email address from Part 1. Click save.

Congratulations, you’ve integrated Gladly!