How to connect LoyaltyLion, Yotpo or Smile.io to Zendesk
By Jake Marsh · Updated
To connect a loyalty program to Zendesk, create an API key named "Loyalwell for Zendesk" in LoyaltyLion (Manage > API keys), Yotpo Loyalty (the GUID and API key in the Loyalty admin settings) or Smile.io (Settings > Developer tools > Manage API keys). Install Loyalwell, type loyaltylion, yotpo or smile in Loyalty platform and paste the key. Open a ticket and the requester's points appear in the sidebar.
Keys and permissions by platform
| Platform | Where | To read | To take actions |
|---|---|---|---|
| LoyaltyLion | Manage > API keys > Create API key | read_customers | write_customers |
| Smile.io (Plus or Enterprise) | Settings > Developer tools > Manage API keys > Generate new API key | customer:read, points_transaction:read, reward_fulfillment:read, points_product:read, vip_tier:read | points_transaction:write, points_purchase:write |
| Yotpo Loyalty & Referrals | Settings in the Loyalty admin | GUID and API key (no scopes) | The same |
Loyalwell uses LoyaltyLion's API keys, not the older token and secret, which LoyaltyLion retires on 10 January 2027. LoyaltyLion shows a new key only once, so copy it when it appears.
Steps
- Create the key in your platform, with the permissions above. Read-only works if agents should only look.
- Install Loyalwell from the Zendesk Marketplace and start the 14-day trial.
- Fill in program 1. Type the platform in Loyalty platform, paste the key into API key, and for Yotpo paste the GUID into Yotpo GUID.
- Name it. Program label is shown in notes and in the program switcher, for example "US store".
- Map brands. In Brands for this program, list the Zendesk brand ids that should open it.
- Add more programs if you have them. Filling in Loyalty platform (program 2) turns program 2 on; repeat for program 3. Programs can be on different platforms.
- Set who may act and the limits, then open a ticket to check.
How a ticket picks its program
- The program whose Brands for this program lists the ticket's brand.
- Otherwise, the first program with no brand list.
- Otherwise, program 1.
When nothing maps the brand, for example on a user profile, Loyalwell looks in the other programs once and opens the first one where the customer has a record. Agents can switch programs at the top of the sidebar.
Where the keys are kept
Keys are Zendesk secure settings. They never reach agents' browsers: Zendesk adds them to requests on the way to your platform, and only to api.loyaltylion.com, loyalty.yotpo.com or api.smile.io. Loyalwell has no server, keeps no copies and sends nothing to Great Work.
If something doesn't show
| Symptom | Fix |
|---|---|
| No customer found | They use another email. Search it with Find a loyalty customer or add it to their Zendesk profile |
| Smile shows points but no codes or tier names | Add reward_fulfillment:read and vip_tier:read to the key |
| Actions refused with a platform message | The key is read-only. Create one with write permissions |
| No API key option in Smile | Smile's API is on its Plus and Enterprise plans only |
What it costs
Loyalwell is $9 per agent per month on its Standard plan, with every feature and up to three programs, billed monthly by Zendesk after a 14-day trial with a card. The Loyalwell documentation has the full settings list.
Loyalwell
Loyalty points from LoyaltyLion, Yotpo or Smile on the ticket. Add, deduct or give rewards, logged. $9 a month per agent.
Questions
Is there a Zendesk integration for Smile.io?
Loyalwell connects Smile.io to Zendesk through Smile's API, which Smile offers on its Plus and Enterprise plans for Shopify and BigCommerce stores.
Can I connect two Yotpo programs for two stores?
Yes. Up to three programs on any mix of platforms, each with its own key, label and brand ids.
Do I need to install anything in Shopify?
No. Loyalwell talks to the loyalty platform's API with the key you create.
What should I do when I stop using Loyalwell?
Uninstall it in Zendesk, which deletes the stored keys, then delete the key in your loyalty platform.
More Loyalwell guides
- How to add or deduct a customer's loyalty points from a Zendesk ticket
- How to give a customer a loyalty reward code from a Zendesk ticket