Gladly + Bruin

Source

Ingest Gladly data into your warehouse with incremental loading, quality checks, and full lineage. Defined in YAML, version-controlled in Git.

For business teams

What you get

Support data meets revenue data
Join Gladly tickets with billing and product usage. Build customer health scores that predict churn before it happens.
SLA monitoring, automated
Gladly response times and resolution metrics are quality-checked on every sync. Know when SLAs are at risk before customers escalate.
Support ROI in business terms
Connect Gladly agent performance to revenue outcomes. Show leadership the business impact of support quality.
No more ticket export Fridays
Gladly data syncs automatically. Reports are fresh every morning without manual pulls.

For data & engineering teams

How it works

Incremental ticket sync
Only sync new and updated Gladly tickets. No full reloads, even for high-volume support queues.
YAML-defined, Git-versioned
Your Gladly pipeline is a YAML file. Review in PRs, deploy with CI/CD, roll back with git revert.
SLA validation in SQL
Custom quality checks validate response times and resolution SLAs. Pipeline alerts when thresholds are breached.
Cross-source customer view
Join Gladly tickets with CRM and billing data in SQL transforms. Bruin resolves dependencies automatically.

Before you start

Gladly account with API access

API key from Gladly admin settings

Step 1

Add your Gladly connection

Connect using API key and domain. Add this to your Bruin environment file — credentials are stored securely and referenced by name in your pipeline YAML.

Parameters

api_keyGladly API key for authentication
domainYour Gladly domain name

connections:
  gladly:
    type: gladly
    uri: "gladly://?api_key=<api-key>&domain=<domain>"

Step 2

Create your pipeline

Define a YAML asset that tells Bruin what to pull from Gladly and where to land it. This file lives in your Git repo — reviewable, version-controlled, and deployable with CI/CD.

Available tables

conversationscustomersagentstopicstasks

name: raw.gladly_conversations
type: ingestr

parameters:
  source_connection: gladly
  source_table: 'conversations'
  destination: bigquery

Step 3

Add quality checks

Add column-level and custom SQL checks to your Gladly data. If a check fails, the pipeline stops — bad data never reaches downstream models or dashboards.

Validate ticket statuses against accepted values

Catch open tickets with no assignee

Ensure ticket IDs are unique — no duplicates

columns:
  - name: ticket_id
    checks:
      - name: not_null
      - name: unique
  - name: status
    checks:
      - name: accepted_values
        value: ['open', 'pending', 'resolved', 'closed']

custom_checks:
  - name: no tickets missing assignee
    query: |
      SELECT COUNT(*) = 0
      FROM raw.gladly_conversations
      WHERE status = 'open' AND assignee_id IS NULL

Step 4

Run it

One command. Bruin connects to Gladly, pulls data incrementally, runs your quality checks, and lands clean data in your warehouse. If a check fails, the pipeline stops — bad data never reaches downstream.

Backfill historical data with --start-date

Schedule with cron or trigger from CI/CD

Full lineage from Gladly to your dashboards

$ bruin run .

Running pipeline...

  gladly_conversations
    ✓ Fetched 2,847 new records
    ✓ Quality: campaign_id not_null     PASSED
    ✓ Quality: spend not_null           PASSED
    ✓ Quality: no negative ad spend     PASSED
    ✓ Loaded into bigquery

  Completed in 12s

Other Customer Support integrations

Crisp

Delighted

Dixa

Freshdesk

Freshservice

Front

Ready to connect Gladly?

Start for free, or book a demo to see how Bruin handles ingestion, quality, lineage, and scheduling for your entire data stack.

Book a demo Read the docs