--- title: Gladly API Integration on Truto slug: gladly category: Helpdesk canonical: "https://truto.one/integrations/detail/gladly/" --- # Gladly API Integration on Truto **Category:** Helpdesk **Status:** Generally available ## Unified APIs ### Unified User Directory API - **Groups** — Groups are a collection of users in the source application. In some applications, they might also be called Teams. - **Users** — The User object represents a User. ### Unified Ticketing API - **Comments** — Comments represent the communication happening on a Ticket, both between a User and a Contact and the internal things like notes, private comments, etc. A Ticket can have one or more Comments. - **Contacts** — Contact represent the external people you are in contact with. These could be customers, leads, etc. Contacts can be associated with an Account if the underlying product supports it. - **Tickets** — Core resource which represents some work that needs to be carried out. Tickets are usually mapped to issues, tasks, work items, etc. depending on the underlying product. - **Users** — Users represent the people using the underlying ticketing system. They are usually called agents, team members, admins, etc. ## MCP-ready AI tools Truto exposes 63 tools for Gladly that AI agents can call directly. - **list_all_gladly_agents** — List agents in Gladly. Returns an array of agents with fields id (agent identifier), name (agent's full name), and emailAddress (agent's login email). - **get_single_gladly_agent_by_id** — Get an agent profile by id in Gladly. Returns id, name, and emailAddress of the agent. - **list_all_gladly_customers** — Get customers by phoneNumber in Gladly. Returns up to 50 profiles sorted by most recent updatedAt. Response includes customerProfiles with key customer details. - **get_single_gladly_customer_by_id** — Get customer by id in Gladly. Returns customer details including id. If the customer has been merged, an error with the new id is returned. - **create_a_gladly_customer** — Create a new customer profile in Gladly with supplied profile data including name, emails, phones, and address. Returns the unique id and profile details of the created customer. - **update_a_gladly_customer_by_id** — Update a customer by id in Gladly with supplied JSON patch. Returns errors if customer merged or content is blank. Key response fields include errors with attr, code, and detail. - **delete_a_gladly_customer_by_id** — Delete a customer by id in Gladly. Requires all associated conversations to be closed before deletion. The response includes error details if deletion is blocked due to open conversations. - **list_all_gladly_tasks** — List tasks for a customer in Gladly using customer_id. Returns up to 2000 tasks in descending order by timestamp with fields including task details and status. - **get_single_gladly_task_by_id** — Get task by id in Gladly. Returns id, customerId, timestamp, createdBy, assignee, body, dueAt, and status fields. - **create_a_gladly_task** — Create a task with assignee (inboxId, agentId), body, dueAt, and customer (emailAddress or mobilePhone) in Gladly. Returns the created task including id, assignee, body, dueAt, and customer details. - **update_a_gladly_task_by_id** — Update an existing task in Gladly by taskId. Returns 204 on success. Task properties include status (OPEN or CLOSED), body (task description), dueAt (due date in RFC3339 with millis), and assignee (inboxId required, agentId optional). - **list_all_gladly_task_comments** — Get task comments for task_id in Gladly. Returns up to 1000 comments in ascending order by createdAt. The response includes comment details and a Gladly-Limited-Data header indicates if more comments exist. - **get_single_gladly_task_comment_by_id** — Get task comment by task_id and id in Gladly. Returns id, agentId, comment, taskId, and createdAt fields. - **create_a_gladly_task_comment** — Create a comment on a task in Gladly. Requires task_id and agentId. Returns the comment id, agentId, and comment body. Comments cannot be added to closed tasks. - **get_single_gladly_conversation_by_id** — Get conversation metadata including assignee, topics, inbox, status, createdAt, closedAt, and customAttributes in Gladly. Requires id. - **list_all_gladly_inboxes** — List inboxes in Gladly. Returns an array of inbox metadata including id, name, and disabled status. - **get_single_gladly_inbox_by_id** — Get metadata for an inbox by id in Gladly. Returns fields including inbox id, name, and configuration details. - **list_all_gladly_organization** — Get metadata about your organization in Gladly. Returns id, loginDomain, name, timezone, and gladlyUrl fields. - **get_single_gladly_conversation_note_by_id** — Get note by conversation_id and id in Gladly. Returns id, customerId, conversationId, timestamp, initiator, responder, and content.body fields. - **list_all_gladly_conversation_items** — Get list of items in the timeline of a conversation in Gladly using conversation_id. Returns up to 1000 items sorted by timestamp. Response includes id, customerId, conversationId, timestamp, initiator, responder, and content fields. - **get_single_gladly_conversation_item_by_id** — Get conversation item by id in Gladly. Returns id, customerId, conversationId, timestamp, initiator (id, type), responder (id, type), and content (type, messageType, sessionId, content). - **list_all_gladly_teams** — Get a list of teams in Gladly. Returns id, name, description, and agentIds for each team. - **get_single_gladly_team_by_id** — Get a team by id in Gladly. Returns id, name, description, and agentIds of the team. - **list_all_gladly_customer_conversations** — Get the list of conversations for a customer in Gladly using customer_id. Returns up to 100 conversations with fields id, topicIds, customAttributes, customerId, createdAt, agentId, inboxId, status, and closedAt if applicable. - **create_a_gladly_report** — Generate a report in Gladly with metricSet, startAt, and endAt parameters. Returns a CSV file containing the requested report data. - **get_single_gladly_answer_by_id** — Get information about a specific answer in Gladly. Requires id. Returns the answer details. - **create_a_gladly_answer** — Add an answer with name, description, and audienceIds in Gladly. Returns the created answer including its unique id, name, description, and associated audienceIds. - **update_a_gladly_answer_by_id** — Update an answer by id in Gladly. Requires id. Returns updated answer with fields name, description, and audienceIds reflecting the customer-facing answer name, additional info for agents, and associated audience IDs. - **delete_a_gladly_answer_by_id** — Delete an answer by id in Gladly. Returns errors if the answer is associated with rules. - **list_all_gladly_answer_content** — Get answer content by id, language, and type in Gladly. Returns answerId, language, type, bodyHtml (content), and title fields. - **update_a_gladly_answer_content_by_id** — Add or update answer content for the specified answer by id, language, and type in Gladly. Only 'public' type is supported. Returns updated content with bodyHtml and title fields. - **delete_a_gladly_answer_content_by_id** — Delete answer content by answer id, language, and type in Gladly. Requires answerId, language (ISO 639 code), and type (public, email, messaging, or reference). - **list_all_gladly_media** — Get media file associated with the conversation item in Gladly. Requires id of the conversation item. Returns media content related to the specified conversation item. - **gladly_media_download** — Use this endpoint to download the media file associated with a specific conversation item in Gladly. It requires the item_id of the conversation item and returns the corresponding media content, such as call recordings or other attached media files. - **list_all_gladly_topics** — List Topics in Gladly. Returns an array of topics with fields id, disabled status, name, and parentId if applicable. - **get_single_gladly_topic_by_id** — Get Topic by id in Gladly. Returns id, name, disabled status, and parentId of the Topic. - **create_a_gladly_topic** — Add a Topic with a unique name in Gladly. Returns the created Topic including id, name, disabled status, and parentId if nested. - **update_a_gladly_topic_by_id** — Update an existing Topic by id in Gladly. Requires name and disabled status. Optionally update parentId for nested topics. Returns the updated topic details including name, disabled, and parentId. - **list_all_gladly_voice_transcripts** — Get voice transcript of a conversation item in Gladly. Requires id of the conversation item. Returns the transcript text of the phone call or voicemail. - **list_all_gladly_organization_users** — Use this endpoint to retrieve a list of users associated with a specific organization. Provide the organization_id to get all users belonging to that organization. - **get_single_gladly_organization_user_by_id** — Use this endpoint to retrieve the skills assigned to specific agents within an organization. Requires the organization_id and the agent IDs (f.aids) as query parameters to filter the results. - **list_all_gladly_agent_profiles** — Use this endpoint to retrieve detailed profiles of agents within a specific organization. Provide the organization_id to get the list of agent profiles, including their attributes and roles. - **get_single_gladly_agent_call_recorder_by_id** — Get agent call recording status for agent with id. Returns recording status indicating if the call recording is active. - **update_a_gladly_agent_call_recorder_by_id** — Update an agent's active call recording status in Gladly using agentId. Returns updated recording status, agentId, customerId, and conversationItemId if the agent is on a call. - **list_all_gladly_public_answers** — List up to 1000 public answers for organization_id in Gladly, sorted alphabetically by name. Returns answer id, name, and content fields. - **get_single_gladly_public_answer_by_id** — Get public answer by org_id and id in Gladly. Returns fields including answer content and metadata. - **list_all_gladly_public_answer_search** — Search public answers in Gladly by organization_id and q. Returns a list of answers with id and name fields matching the search term. - **list_all_gladly_audiences** — Get a list of audiences in Gladly. Returns an array of audience objects including id and name fields. - **create_a_gladly_sms_message** — Send an SMS message to a customer using Gladly. Requires customer.mobileNumber, from number, and body of the message. Ensure compliance with carrier policies and message segment limits. - **list_all_gladly_events** — List events for specified entities starting from start_at. Returns event id, type, timestamp, initiator id and type, and content including agentId and context.availableFor in Gladly. start_at must be within last 24 hours. - **list_all_gladly_schedules** — List all schedules in Gladly. Returns schedule id, frequency (HOURLY or DAILY), type, nextStartAt for next job, and updatedAt timestamp. - **list_all_gladly_jobs** — List all jobs for the organization in Gladly filtered by status, startAt, and endAt. Returns job id, status, and updatedAt fields. startAt cannot be more than 14 days ago; endAt cannot be before startAt or in the future. - **get_single_gladly_job_by_id** — Get job by id in Gladly. Returns id, scheduleId, status, updatedAt, parameters (type, startAt, endAt), and files array. - **delete_a_gladly_job_by_id** — Delete a job and all associated files in Gladly. Requires id. Job status must be COMPLETED or FAILED to be deleted. Returns 204 on success, 400 if unable to delete, 404 if job not found. - **get_single_gladly_custom_attribute_by_id** — Get custom attribute by id in Gladly. Returns id, key, label, deactivated status, createdAt timestamp, and createdBy user id. - **list_all_gladly_automation_messages** — Get all messages within the automation session by session_id in Gladly. Returns message id, content value, createdAt timestamp, sender type and id, sessionId, message type, and context fields. - **get_single_gladly_automation_message_by_id** — Get automation message by sessionId and id in Gladly. Returns id, content.value, createdAt, from.type and id, sessionId, type, and context fields. - **create_a_gladly_user_identity** — Create a User Identity JWT for a customer in Gladly using identityType and identity. Returns a token representing the authenticated customer identity. - **list_all_gladly_webhooks** — List webhooks in Gladly. Returns id, name, events, url, createdAt, updatedAt, hasCredentials, headerKeys, enabled, and disabledAtDueToRetryLimit fields for each webhook. - **get_single_gladly_webhook_by_id** — Get a webhook by id in Gladly. Returns id, name, events, url, createdAt, updatedAt, hasCredentials, headerKeys, enabled, and disabledAtDueToRetryLimit fields. - **create_a_gladly_webhook** — Create a new webhook in Gladly with name, events, and url. The webhook is disabled by default. Response returns webhook id, name, events, url, enabled status, and credentials if provided. Limited to 20 webhooks per organization. - **update_a_gladly_webhook_by_id** — Update webhook by id in Gladly. Requires id. Returns updated webhook including name, events triggered, url, credentials, headers, and enabled status. - **delete_a_gladly_webhook_by_id** — Delete a webhook by id in Gladly. Requires id of the webhook to be deleted. ## How it works 1. **Link your customer's Gladly account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach Gladly.** The Proxy API is a 1-to-1 mapping of the Gladly API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Automate support follow-ups from customer feedback signals** — Voice-of-Customer and survey platforms can automatically create Gladly Tasks assigned to specific agents or inboxes whenever a detractor score or negative review is detected, ensuring no unhappy customer slips through the cracks. Truto's Unified Ticketing API maps tickets to Gladly's ticketless Task model so your integration works across helpdesks without custom logic. - **Power AI agent handoff with full customer context** — Conversational AI platforms can look up Gladly customer profiles via Truto's Unified Contacts API, retrieve the complete conversation history, and seamlessly escalate to a human agent with the full timeline intact. This lets your bot product support Gladly alongside other helpdesks through a single integration layer. - **Ingest conversation and voice data for QA and coaching** — Quality assurance and workforce management tools can pull Gladly conversation items, notes, and voice transcripts to score agent performance and automate coaching workflows. Truto normalizes conversations and agents across helpdesks so your QA product doesn't need per-vendor extraction logic. - **Sync customer attributes from external systems into Gladly profiles** — eCommerce, loyalty, and subscription platforms can enrich Gladly customer records with VIP status, order history, or subscription tier data so agents have full context at a glance. Using Truto's Unified Contacts API to create and update Gladly customers means the same sync logic works across every supported helpdesk. - **Trigger real-time workflows from Gladly events** — Workflow automation and analytics platforms can register Gladly webhooks via Truto to subscribe to conversation closures, task completions, and other events, driving downstream actions like CSAT surveys, Slack alerts, or CRM updates without polling. ## What you can build - **Two-way customer profile sync** — Create, update, and delete Gladly customer records from your product and pull customer data back using Truto's Unified Contacts API mapped to Gladly's customer endpoints. - **Automated task creation and assignment** — Generate Gladly Tasks with comments from external triggers — reviews, alerts, or escalations — and assign them to specific agents or inboxes via the Unified Ticketing API. - **Full conversation timeline extraction** — Pull every conversation item, note, and voice transcript for a customer's lifelong thread to power analytics dashboards, AI training, or compliance archives. - **Agent directory and team roster sync** — List all Gladly agents, teams, and agent profiles through Truto's Unified User Directory API to map agent performance data or manage scheduling in your product. - **Real-time event-driven webhook management** — Programmatically create, update, and delete Gladly webhooks so your platform receives instant notifications on conversation and task lifecycle events without polling. - **Outbound SMS triggered from external workflows** — Send SMS messages to customers directly through Gladly's native omnichannel capabilities using the create SMS message endpoint, enabling proactive outreach from your product's automation rules. ## FAQs ### How does Gladly's ticketless model map to Truto's Unified Ticketing API? Gladly uses Tasks instead of traditional tickets for internal action items and collaboration. Truto's Unified Ticketing API maps Tickets to Gladly Tasks and Comments to Task Comments, so your code works the same way across ticket-based and ticketless helpdesks. ### What authentication method does the Gladly integration use? Gladly's API uses Basic Auth with an API token. Truto handles credential storage and auth management so your end users connect their Gladly account once and you never touch raw credentials. ### Can I access Gladly voice call transcripts through Truto? Yes. Truto exposes the list_all_gladly_voice_transcripts endpoint as a Gladly-specific tool alongside the unified APIs, so you can ingest call transcript data for QA, coaching, or analytics workflows. ### Does the integration support real-time data sync or only polling? Both. You can create and manage Gladly webhooks programmatically via Truto's create_a_gladly_webhook, update, and delete webhook tools to receive real-time event notifications. Polling via list endpoints is also fully supported. ### Which Gladly resources are available through Truto's Unified APIs versus Gladly-specific tools? The Unified Ticketing API covers Tickets (Tasks), Comments (Task Comments), Contacts (Customers), and Users (Agents). The Unified User Directory API covers Users and Groups (Teams). For Gladly-specific resources like conversations, conversation items, voice transcripts, inboxes, topics, answers, SMS messages, and webhooks, Truto provides dedicated Gladly tools. ### Does Truto handle pagination for Gladly's API? Yes. Truto manages pagination automatically across all list endpoints — including agents, customers, tasks, conversation items, and other resources — so you receive complete result sets without implementing cursor or offset logic yourself.