ceven

Gleap

Syncs user feedback and support tickets into your product roadmap, automates chat responses, and tracks server side user events to align support and engineering.

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Why use Ceven?

  1. AI native Gleap integration

    • Describe the outcome and Ceven picks the right Gleap calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Gleap data, across all 179 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Gleap access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Gleap, when, and on whose behalf.
    • The agent pauses and asks when Gleap is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Gleap.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Gleap action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Gleap, and when to use it.

Create ticket
Use this when you have ticket details ready to open a new support ticket for a user.
Search tickets
Use this when needing to find tickets based on specific search criteria or keywords.
Get ticket
Pull full ticket details using a specific ticket ID.
Archive ticket
Move a ticket to history after confirming the issue is resolved.
Link tickets
Connect two existing tickets to mark them as duplicates or related issues.
Send chat message
Use this when sending a message in an active chat session with a user.
Get chat history
Pull all chat messages to review the full conversation history for a user.
Track user events
Send server side customer events to Gleap to monitor app usage patterns.
Update user profile
Identify or update user information to sync server side profiles after authentication.
Get session checklists
Retrieve all checklists associated with a specific session ID to analyze user friction.
List help center articles
Pull all articles within a specific help center collection ID.
Manage help center collections
Create or retrieve organizational groupings for your help center documentation.
Archive a Ticket
Tool to archive a ticket. Use after confirming the ticket ID and that the ticket is resolved. Call when moving tickets to history.
Create a Collection
Tool to create a help center collection. Use when adding a new organizational grouping in your Help Center.
Create a new chat message
Tool to create a new chat message. Use when sending a message in an active chat session.
Create a new team
Tool to create a new team. Use when you have team details ready and want to assign tickets among members.
Create a new ticket
Tool to create a new ticket. Use when you have ticket details ready to open a support ticket.
Delete a User from a Project
Tool to remove a user from a project. Use when you need to revoke a user's access by their ID.
Get a Checklist
Tool to retrieve a specific engagement checklist by its ID. Use after obtaining a valid checklistId.
Get a Collection
Tool to retrieve a help center collection by ID. Use when you need to fetch specific collection details by its ID.
Get all articles
Tool to retrieve all articles in a help center collection. Use when you have a helpcenterCollectionId and want to list its articles.
Get all chat messages
Tool to retrieve all chat messages. Use when you need to list full conversation history.
Get All Collections
Tool to retrieve all help center collections. Use when you need to list all collections for the authenticated project.
Get All Invitations for a Project
Tool to retrieve all invitations for a project. Use when you need to list every pending or accepted invitation within the current project context.
Get all sessions
Tool to retrieve all sessions for the current project. Use after project context is confirmed. Fetches all user sessions for analysis or reporting.
Get All Teams
Tool to retrieve all teams. Use when you need a list of all teams for the authenticated project.
Get All Tickets
Tool to retrieve all tickets. Use when you need to list all tickets for the authenticated project.
Get All Users for a Project
Tool to retrieve all users for a project. Use when you need to list every user associated with the current project.
Get a ticket
Tool to retrieve a specific ticket by its ID. Use after confirming the ticket ID. Returns full ticket details.
Get current user
Tool to retrieve the currently authenticated user's details. Use when you need the user's profile and settings.

30 actions · scroll to see them all

Frequently asked questions

Ceven uses the identify or update user tool to ensure that the profile in Gleap matches your internal database. When a user logs into your app, the workflow triggers a call to Gleap to sync their email, name, and custom attributes. This means when a support ticket arrives, the agent already knows the user's plan level and account age without having to ask. If a user changes their email in your system, the agent pushes that update to Gleap immediately so the communication thread remains continuous. This prevents the creation of duplicate user profiles and keeps your feedback data clean and actionable.
Yes. The agent can manage collections and articles to keep your documentation current. You can set up a workflow where a resolved ticket that contains a detailed solution triggers the agent to draft a new help center article. The agent uses the create collection and get articles tools to find the right place for the new content. Once you approve the draft, the agent pushes it live. This turns your support team's daily resolutions into a self serve knowledge base, reducing the volume of repetitive tickets and empowering users to find answers on their own.
Gleap allows for robust event tracking, but users should be aware of the rate limits associated with their specific plan tier. If you trigger a massive batch of events via Ceven during a migration or a large marketing campaign, you may encounter a 429 too many requests error. To handle this, Ceven implements an exponential backoff strategy that queues the events and retries them over time. We recommend batching events where possible rather than sending a single API call for every minor user interaction to ensure your workflow remains stable and does not hit those limits.
The agent pulls checklist data for specific sessions to identify exactly where users are getting stuck. For example, if you have an onboarding checklist with five steps and a user stops at step three, the agent detects this state via the get session checklists tool. You can then trigger a follow up action, such as sending a targeted chat message or creating a ticket for a customer success manager to reach out. This allows you to move from reactive support to proactive intervention based on actual user behavior within your application.
Absolutely. The agent uses the search for tickets tool to scan for keywords and common phrases across new and existing submissions. When it finds a high confidence match, it uses the link a ticket tool to associate the new report with a master ticket. This prevents your team from solving the same problem five times. The agent can also leave a note on the master ticket indicating that another user is experiencing the same issue, which helps your product team prioritize fixes based on the actual number of affected users.
Ceven can access chat history through the get all chat messages tool, but only for the project you have authorized. The agent uses this data to provide context when summarizing user pain points or drafting replies. All data is transmitted over encrypted channels, and the agent only pulls the specific messages required to complete the requested workflow. You can restrict the agent's scope by managing the API permissions within your Gleap dashboard, ensuring that the AI only sees the conversations necessary for the tasks you have assigned.
The agent uses the archive a ticket tool to keep your workspace clean. You can define the logic for when this happens, such as archiving a ticket after a user has not responded for seven days or after a linked engineering ticket is marked as closed in Jira. Before archiving, the agent can be configured to send a final confirmation message to the user. This ensures that no ticket is closed prematurely while removing the noise from your active queue so your team can focus on urgent issues.
Yes, the agent can use the create a new team and update user for a project tools to manage your internal organization. If you have a dynamic team structure where support agents are assigned based on the user's region or product module, Ceven can automate those assignments. When a new employee joins your company and is added to your HR system, the agent can automatically create their Gleap account, assign them to the correct team, and set their permission level, removing the manual overhead of onboarding new support staff.

Alternatives to Gleap

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

Hotjar logoHotjarUserTesting logoUserTestingZendesk logoZendeskIntercom logoIntercom

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