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Zuora App Platform Installation

  • Published on Oct 3, 2026
  • 3 minute(s) read
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The Zuora app is set up from Gladly’s Settings. You will need your Zuora REST base URL and an OAuth client ID and secret, both explained below.

Before you start: ask Gladly to add the custom attribute

The app finds each Customer’s Zuora account through a customer custom attribute named zuora_account_number, which holds the Zuora account number (for example, A00000123). Contact Gladly to add it to your customer profiles before you install; the install is refused until it exists. A customer whose profile has no value in this attribute shows an empty card, never an error.

Step 1: Confirm the custom attribute exists

Make sure Gladly has added the custom attribute to your customer profiles, as described above. The install is refused until it exists.

Step 2: Open the Apps settings

In Gladly, go to Settings > Apps. This is where you manage your App Platform integrations.

Step 3: Create a configuration

Click the Create Configuration button. When prompted for the External App, choose the Zuora app (gladly.com/zuora), picking the latest version available.

Step 4: Enter your Zuora REST base URL

It is usually rest. in front of the address you log into Zuora at. For example, if you log in at apisandbox.zuora.com, the base URL is https://rest.apisandbox.zuora.com. Zuora’s URLs by environment:

  • US production: https://rest.na.zuora.com (Cloud 1) or https://rest.zuora.com (Cloud 2)

  • US sandbox: https://rest.sandbox.na.zuora.com (Cloud 1) or https://rest.apisandbox.zuora.com (Cloud 2)

  • US Central / Developer Sandbox: https://rest.test.zuora.com

  • EU: https://rest.eu.zuora.com (production), https://rest.sandbox.eu.zuora.com (sandbox), https://rest.test.eu.zuora.com (Central / Developer Sandbox)

  • APAC: https://rest.ap.zuora.com (production), https://rest.test.ap.zuora.com (Central / Developer Sandbox)

Enter it starting with https://, with no trailing slash or path. Sandbox and production are separate: a client created in one does not work against the other.

Step 5: Create an OAuth client in Zuora

  1. In Zuora, click your profile icon (top right), then Settings > Administration.

  2. Click Manage Users, then click the user Gladly should act as.

  3. At the bottom of that user’s page, under New OAuth Client, enter a name such as “Gladly” and click Create.

  4. Copy the client ID and secret right away: Zuora shows the secret only once.

Use a dedicated API user for Gladly rather than a person’s account. The OAuth client acts with that user’s Zuora permissions, so its role must be able to cancel and create orders, issue credit memos, and create refunds.

Enter the client ID and secret in the Gladly configuration.

Step 6: Set the credit and refund caps

Set the largest single credit memo and the largest single refund a team member or Gladly AI may issue. Both default to 500 if left blank.

The caps are plain numbers in each account’s own currency: 500 means $500 on a USD account, €500 on a EUR account, and ¥500 on a JPY account. If your Zuora accounts use more than one currency, pick a value that is sensible for all of them.

Issuing credit memos requires Invoice Settlement to be enabled on your Zuora tenant.

Step 7: Add the Zuora card to the Customer Profile

Save the configuration, then add the card in Settings > Agent Experience > Customer Profile: hover between two existing cards until the green + appears, select it, choose App Platform Card, then pick your Zuora configuration and the Zuora card. Full directions: Organize the Customer Profile.

Step 8: Add the agent actions

Installing the app does not put the five actions (cancel subscription, skip next box, resubscribe, issue credit memo, refund credit memo) in the compose menu. Add them in Settings > Agent Experience > Agent Actions, one at a time: give each a Label, choose your Zuora configuration under App / Configuration, choose the Action, select Add, then Save the page. The Zuora configuration must be saved and active first, since an Agent Action can only reference an active App Configuration. Full directions: Set up Agent Actions.

To let Gladly AI use the actions, add them in the Gladly AI settings.

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.