Gladly

Gladly is a customer service platform that puts people at the center of a single, lifelong conversation.

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Support Ticketing Connectors

Ticketing connectors give PlayerZero visibility into:

• Customer complaints
• Product issue scope and impact
• Common patterns in customer feedback
• Feature requests
• Support volume

By connecting this ticketing source, PlayerZero builds a map of everything your users are telling you about your product and its relationship with the work your team is doing. This enables PlayerZero to measure the customer impact of your code.

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Ticketing Data

Ticketing connectors require the following permissions and access the following data:

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Tickets (Read only)

The Ticket object is used to represent a ticket or a task within a system.

• Assignees
• Attachments
• Completed Timestamp
• Contact
• Creator
• Description
• Due Date
• Name
• Parent Ticket
• Priority
• Remote Created Timestamp
• Remote Updated Timestamp
• Status
• Ticket Type
• Ticket URL

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Comments (Read and write)

The Comment object is used to represent a comment on a ticket. Comment writing is currently under development and will need to be turned on in PlayerZero.

• Body
• Privacy
• Remote Created Timestamp
• Ticket
• User

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Attachments (Read only)

The Attachment object is used to represent an attachment for a ticket.

• Content Type
• File Name
• File URL
• Remote Created Timestamp
• Ticket

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Contact (Read only)

The Contact object is used to represent the customer, lead, or external user that a ticket is associated with.

• Details
• Email Address
• Name
• Phone Number

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Users (Read only)

The User object is used to represent an employee within a company.

• Email Address
• Is Active
• Name
• Teams

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Teams (Read only)

The Team object is used to represent a team within the company receiving the ticket.

• Description
• Name

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Collections (Read only)

Collections store the collection of a ticket, like engineering or program management

• Name
• Description
• Type

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Setup

1. From the PlayerZero web app, navigate to the home page.
2. Select the Gladly connector under the Tickets section.
3. Login to your Gladly account if not already logged in.
4. Enter your Gladly project domain or the appropriate API key for your project.
5. Authorize Merge to read and write data through the Gladly connector.