How to give a customer a loyalty reward code from a Zendesk ticket
By Jake Marsh · Updated
To give a customer a loyalty reward code from Zendesk, install Loyalwell, open their ticket and choose Issue a reward. Pick a reward your program already offers, check its cost against the balance and confirm. The platform spends the points and returns the code, which appears under Rewards and codes; click Add code to reply to put it in your draft. Loyalwell logs an internal note and the loyalwell_reward_issued tag.
Rewards Loyalwell can issue
| Reward type | Issued from Zendesk? |
|---|---|
| Fixed-cost discount code | Yes |
| Free shipping code | Yes |
| Gift card code | Yes |
| Free-product reward | No, it stays in your loyalty platform |
| Variable "spend any amount" reward | No, it stays in your loyalty platform |
Loyalwell only redeems rewards the program already offers, at their set point cost. It doesn't create rewards or change program settings.
Steps
- Open the ticket. The sidebar shows the customer's balance and the rewards they've already redeemed.
- Check existing codes first. Under Rewards and codes, each redeemed reward shows its code, used or unused, and expiry. An unused code may already answer "I never got my code".
- Choose Issue a reward. Loyalwell loads the rewards on offer for that customer.
- Pick the reward. The confirmation shows its cost and the balance afterwards.
- Confirm. Loyalwell re-reads the customer right before sending, so it acts on the current balance.
- Click Add code to reply. The code goes into your reply draft. Nothing is sent until you send the reply.
Answering "my code didn't work"
| What the sidebar shows | What it usually means |
|---|---|
| Code marked used | It was already applied to an order |
| Code past its expiry | It expired; check your program's rules before issuing another |
| Code unused and current | Send it again with Add code to reply |
| No redemption listed | The reward wasn't redeemed; issue it if the customer has the points |
On LoyaltyLion, redeemed rewards come from the same history as points, so very old codes may not show. Codes from Yotpo's history are read from the history entry's status, where Yotpo puts them.
Who can issue rewards
Allow issuing rewards turns the action on or off for everyone. Who may take actions takes agent (everyone, the default), admin, custom role ids or group:<id>. Everyone else sees the sidebar read-only. On Smile, the key needs points_purchase:write, plus reward_fulfillment:read to show codes.
What it costs
Loyalwell's Standard plan is $9 per agent per month, every feature included, with a 14-day trial; Zendesk asks for a card at install and bills monthly. The Loyalwell documentation covers every platform's key permissions.
Loyalwell
Loyalty points from LoyaltyLion, Yotpo or Smile on the ticket. Add, deduct or give rewards, logged. $9 a month per agent.
Questions
Does issuing a reward cost the customer points?
Yes. It redeems the reward for the customer's points, exactly as if they'd claimed it themselves. To give something free, add the points first with Add points, then issue the reward.
Is the code emailed to the customer?
Loyalwell puts the code in your reply draft with Add code to reply. It reaches the customer when you send the reply.
Can I refund a reward that was issued by mistake?
Not from Loyalwell. Handle it in your loyalty platform, and the ticket note shows which reward was issued and when.
Why don't I see codes on Smile.io?
The key is missing reward_fulfillment:read. Points and history still show; create a key with that scope to see codes.
More Loyalwell guides
- How to add or deduct a customer's loyalty points from a Zendesk ticket
- How to connect LoyaltyLion, Yotpo or Smile.io to Zendesk