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CRM ⇄ Business productivity

Gladly to Sysaid integration — real-time, two-way sync

Keep Gladly and Sysaid in sync without custom scripts. Cut weeks of integration work, eliminate silent data drift, and give your team a single, reliable source of truth.

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Adopted by fast-scaling companies moving mission-critical data in real time

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Why teams connect Gladly and Sysaid

Sync what happens in Sysaid with the customer records in Gladly, in real time and in both directions.

The CRM is supposed to be the record of every customer relationship, but customer-relevant information also accumulates in the other tools a team runs. Whatever Sysaid holds or produces that touches a customer, whether conversations, payments, replies, enriched data, or notes, the CRM only benefits if it arrives without someone copying it over.

Stacksync connects Service Requests, Problems, Changes, Users in Sysaid to Agents, Topics, Tasks, Customer profiles in Gladly with bi-directional, real-time sync. Activity and record changes in Sysaid update the matching contact or account in Gladly, and CRM data flows the other way wherever Sysaid can store and use it.

Common use cases

  • 01 Stream Service Records into a warehouse for SLA, backlog, and MTTR reporting without manual CSV exports.
  • 02 Two-way sync Incidents and Service Requests with a Postgres database so on-call and internal apps read and update tickets in SQL while agents keep working in SysAid.
  • 03 Push conversation outcomes into a CRM so account teams see support context on their accounts.
  • 04 Sync Gladly customer profiles with an order database so agents see purchase history and profile updates flow back.

Common sync patterns

Where Sysaid supplies contact or company data

Enriched fields land directly on records in Gladly, and refreshes keep them from going stale.

Where Sysaid can store CRM context: fields kept current

Owner, lifecycle stage, or account details from Gladly sync into Sysaid, so people working there have the context without switching tools.

Where Sysaid handles support or shared inboxes

Tickets and conversations attach to the right contact and account in Gladly, so sales sees open issues before the next call.

What you can sync between Gladly and Sysaid

Representative objects on each side — any object or custom field can map to any target. Schemas are auto-detected; types are converted between the two systems.

Gladly objects Sysaid objects How this pairing syncs
Customer profiles The central entity; merges identifiers like email, phone, and order IDs, which syncs use for matching. Incidents Break/fix tickets under /api/v1/sr with type=incident; created and updated two-way with status, priority, assignee, category, and SLA fields. Customer profiles is specific to Gladly and Incidents to Sysaid — each maps to any object or custom field on the other side.
Conversations Each customer's continuous timeline; status and outcomes sync to CRMs and warehouses. Service Requests Catalog and help-desk requests on the same /sr endpoint (type=request); written or read so fulfillment can be driven from another system. Conversations is specific to Gladly and Service Requests to Sysaid — each maps to any object or custom field on the other side.
Conversation items Individual messages across voice, SMS, chat, and email attached to the conversation. Problems Root-cause records that group related incidents; read and written to keep problem management aligned with an external ITSM or reporting store. Conversation items is specific to Gladly and Problems to Sysaid — each maps to any object or custom field on the other side.
Agents User records used to attribute work in CX analytics. Changes Change records (type=change) with approval and scheduling fields; synced two-way to drive CAB review and deployment workflows. Agents is specific to Gladly and Changes to Sysaid — each maps to any object or custom field on the other side.
Topics Categorization applied to conversations; the key dimension for contact-driver reporting. Users End users and admins on the /users endpoint; synced with an HRIS or identity source to keep requester and agent records current. Topics is specific to Gladly and Users to Sysaid — each maps to any object or custom field on the other side.
Tasks Follow-up work items created from external triggers or synced for workload reporting. Assets Hardware and software inventory; read out to a warehouse or written from a discovery or CMDB source of truth. Tasks is specific to Gladly and Assets to Sysaid — each maps to any object or custom field on the other side.

How changes propagate between Gladly and Sysaid

Each direction of the sync is driven by what the source system can signal and what the destination accepts — detection, delivery, and expected latency below.

Gladly Sysaid Sub-second propagation

DetectionGladly notifies Stacksync of record changes through webhook events. Webhook event subscriptions for conversation and customer events, supplemented by polling and report exports.

DeliveryEach detected change is written to Sysaid through its API, with automatic retries and rate-limit backoff.

Sysaid Gladly Sub-second propagation

DetectionSysaid notifies Stacksync of record changes through webhook events. Webhooks (beta) push sr.created and sr.updated events with changed-field diffs and an X-Sysaid-Signature.

DeliveryEach detected change is written to Gladly through its API, with automatic retries and rate-limit backoff.

Rate-limit considerations

  • Gladly: Subject to the platform's API rate limits.
  • Sysaid: Requests are throttled per the X-RateLimit-Limit / -Remaining / -Reset headers; list calls are paginated with a limit parameter and each org is capped at 100 application keys.
What ships with Gladly ⇄ Sysaid

Connect Gladly and Sysaid for flexible, real-time data sync.

Real-time sync, workflow automation, event queues, EDI, and monitoring, for every Gladly–Sysaid connection.

Real-time

Two-way sync

Changes in Gladly or Sysaid instantly reflect in both systems. No stale data, no manual imports.

No-code + pro-code

Workflow automation

Trigger automated workflows whenever Gladly or Sysaid data changes, update records, fire webhooks, or kick off sequences without brittle API scripts.

At scale

Event queues

Handle millions of events per minute without losing a single Gladly or Sysaid record.

Observability

Monitoring

Track your Gladly ⇄ Sysaid sync health, view errors, and replay failed events in one click.

Trading partners

EDI

Transform legacy EDI complexity into simple database interactions between Gladly and Sysaid.

How the Gladly and Sysaid connectors work

Gladly

Integration surface
REST API
Authentication
API tokens used with basic authentication tied to an agent email
Change detection
Webhook event subscriptions for conversation and customer events, supplemented by polling and report exports
Capabilities
read · write · webhooks
Rate limits
Subject to the platform's API rate limits

Sysaid

Integration surface
REST API (JSON)
Authentication
Client-credentials app keys: an application key (clientId/clientSecret) is created via /v1/application-keys, then exchanged at /v1/access-tokens for a bearer token (default 24h, up to 30 days); an x-sysaid-accountid header scopes the account. Legacy V0 uses session-cookie login.
Change detection
Webhooks (beta) push sr.created and sr.updated events with changed-field diffs and an X-Sysaid-Signature; otherwise poll the /sr endpoint filtering on update_time.gte.
Capabilities
read · write · webhooks
Rate limits
Requests are throttled per the X-RateLimit-Limit / -Remaining / -Reset headers; list calls are paginated with a limit parameter and each org is capped at 100 application keys.
How it works

How to connect Gladly to Sysaid — three steps, no code

Configure and sync within minutes, no code. Whether you sync 50k or 100M+ records, Stacksync handles the queues, infra, and plumbing. Integrations are non-invasive and need zero setup on your systems.

  1. 01

    Connect your apps

    Authenticate Gladly and Sysaid with each platform's native method — OAuth, API keys, or service accounts — plus secure options like SSH tunneling, IP whitelisting, and VPC peering.

    • OAuth 2.0
    • SSH tunnel
    • VPC peering
    Gladly connected
    Sysaid connected
    OAuth 2.0
    SSH tunnel
    SSL certificate
    VPC peering
  2. 02

    Choose tables

    Pick the Gladly and Sysaid objects to sync — Stacksync auto-detects both schemas, including custom fields where the platform exposes them. Sync to existing tables, or let Stacksync create new ones with ideal data types.

    • Standard objects
    • Custom objects
    • Auto-schema
    objects · Gladly ⇄ Sysaid
    Customers 12,480
    Sales Orders 8,213
    Invoices 5,902
    Items 1,344
  3. 03

    Map fields

    Fields map automatically even when names and types differ. Stacksync handles transformation and type casting for you, zero configuration required.

    • Auto-map
    • Type casting
    • Transforms
    Gladly Sysaid
    Company company_name text
    Email email text
    Amount amount numeric
    Created created_at timestamp
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FAQ

Gladly and Sysaid integration FAQ

SECURITY

Security teams trust Stacksync

As a data company, we understand the importance of keeping your data secure. Stacksync is built with security best practices to keep your data safe at every layer, and is DPF-certified for US, EU, UK and CH data transfers.

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DPF US-EU-UK-CH
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SSO & SCIM

Let your users access Stacksync from your centralized user management systems. Works with Okta, Azure, Google SSO and more.

Alerts

Immediately get alerted about record syncing issues over email, Slack, PagerDuty and WhatsApp. Resolve issues from a centralized dashboard with retry and revert options.

Secure connection options

Securely connects to your systems with:

OAuth 2 SSH Tunnelling SSL certificates IP Whitelisting VPN gateway VPC peering and more

Related integrations

Every pair below is a real-time, two-way sync. Search all 416 integrations available for Gladly and Sysaid.

Popular · 8 of 416
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