The RepairShopr app is set up from Gladly’s Settings. Connecting your RepairShopr account with your shop subdomain and an API token is the only required step; the two merchant settings are optional.
Step 1: Create a RepairShopr API token
In RepairShopr, go to More > Admin > API and create a token for Gladly. RepairShopr shows the token when it is created, so copy it before closing the page.
The key needs the Tickets - Edit permission for agents to add notes or change a ticket’s status. A read-only key still works for the Repairs card, but those two actions will fail without it.
Step 2: Find your RepairShopr subdomain
Your RepairShopr account lives at its own address. If you sign in at https://acme.repairshopr.com, your subdomain is acme: that one word is what the app needs, not the full address.
Step 3: Open the Apps settings
In Gladly, go to Settings > Apps. This is where you manage your App Platform integrations.
Step 4: Create a configuration
Click the Create Configuration button. Give the configuration a recognizable name (you’ll see this name across Gladly), and when prompted for the External App, choose the RepairShopr app (e.g. gladly.com/repairshopr/v1.0.0).
Step 5: Enter your subdomain and API token
Enter the subdomain from Step 2, then paste the token from Step 1 into RepairShopr API key. These are the only two credentials the app needs.
Step 6: Set which statuses and problem types agents may use
Below the credentials are the two merchant settings. Enter your shop’s ticket statuses and problem types as comma-separated lists, matching RepairShopr exactly, including capitalization. You can find both in RepairShopr under your ticket settings.
Leave the status list blank only if your shop uses RepairShopr’s standard status names. Leaving the problem type list blank is a reasonable choice, too: Team members then cannot set one, and RepairShopr files Gladly-created tickets under “API,” which makes their origin obvious in your reporting.
Step 7: Activate and save
Switch the configuration from inactive to active and save it, then add the Repairs card to the Customer Profile layout.
Step 8: Register the agent forms
The four forms are a separate, required step. In Org Manager, open External App Forms and register them. Installing the app and placing the card do not surface the forms, and there is no warning if this step is missed: the forms simply never appear in the compose menu. Publishing replaces the whole list, so read the existing rows and add to them rather than overwriting other apps’ forms.
The four form names are create-repair-ticket, update-ticket-status, add-ticket-comment, and book-appointment.
Contact Support
Users assigned the Team Manager or Administrator roles can contact Gladly Support. Log into Gladly as one of these roles, click the hamburger menu on the top-left corner, then click Contact Gladly Support. Gladly Support’s primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.
Please select the correct business impact (P1 to P4).
Most requests should be sent as a P4.