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Loyalwell
Loyalty points from LoyaltyLion, Yotpo or Smile on the ticket. Add, deduct or give rewards, logged.
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Support
Entwickler:in
Great Work LLC
About this app
"Where are my points?" answered from the ticket. When a customer writes in, Loyalwell shows their loyalty record next to the ticket: points balance, pending and expiring points, tier and how close they are to the next one, birthday, referral link, the rewards they've redeemed with their codes, and their points history. Agents you allow can add or deduct points with a reason the customer sees, or issue a reward and drop its code into the reply, and every change is written to the ticket as an internal note. Works with LoyaltyLion, Yotpo Loyalty & Referrals and Smile.io.
Loyalwell is built by Great Work LLC. It is not made or endorsed by Zendesk, LoyaltyLion, Yotpo or Smile. LoyaltyLion, Yotpo and Smile.io are trademarks of their owners.
The loyalty record in the sidebar
- Matched automatically by every email address on the requester's Zendesk profile, or by an email you type. Connect up to three programs, for example one per brand.
- Points: balance, pending and lifetime points, and when the next points expire.
- Tier: the current tier and progress to the next one ("640 of 1,000 toward Gold") where the platform reports it.
- Rewards and codes: what the customer redeemed, the code, whether it's used, and when it expires. One click adds an unused code to your reply.
- Points history: orders, referrals, adjustments, redemptions and expiries, newest first.
- Birthday, referral link and program status.
Actions with guard rails
- Add points for a missing order, a late delivery or goodwill, and deduct points for a return or a mistake. The customer sees the reason you pick in their points history.
- Issue a reward the program already offers (a discount code, free shipping, a gift card). It spends the customer's points and the code comes back to the sidebar.
- Point limits per role: 500 points per action by default for agents, with your own limits for custom roles or groups. Admins have no limit unless you set one.
Every action shows the balance now and after, and the reason the customer will see, before anything is sent. A double click or dropped connection never adds points twice.
- Each change adds an internal note and a tag (such as
loyalwell_points_added) to the ticket. - You decide who may act: everyone by default, or admins, custom roles or groups you list.
What it doesn't do
It doesn't change a customer's tier. Tiers move the way your program rules move them.
It only issues rewards with a fixed point cost that come back as a code. Free-product rewards that need a cart, and variable "spend any amount" rewards, stay in your loyalty platform.
Smile.io's API is only on Smile's Plus and Enterprise plans.
Loyalwell doesn't edit customer profiles, birthdays or program settings, and it doesn't enroll or block customers.
Plan (billed monthly by Zendesk)
Standard: $9 per agent per month. Every feature is included. 14-day trial; Zendesk asks for a card at install and billing starts when the trial ends unless you uninstall.
Your data
Your API keys are stored as Zendesk secure settings. They never reach the agent's browser: Zendesk adds them to each request on the way to your loyalty platform, and only to that platform's API (api.loyaltylion.com, loyalty.yotpo.com or api.smile.io). Loyalwell has no Great Work server, keeps no copy of your loyalty or Zendesk data, has no export, sends nothing to Great Work or anyone else (not even usage statistics), does no background work and uses no AI.
Support
Made by Great Work, a small software company. Questions go to hello@greatwork.company and a person replies within one business day. (We're the ones with the duck.)
Details zur App
Installationsanweisungen
- Create an API key in your loyalty platform, named "Loyalwell for Zendesk":
- LoyaltyLion: Manage > API keys > Create API key, with the scopes read_customers (agents see points, tiers, rewards and history) and write_customers (add and deduct points, issue rewards). Copy the key when it's shown; LoyaltyLion only shows it once. Loyalwell uses API keys, not the older token and secret, which LoyaltyLion retires on 10 January 2027.
- Yotpo Loyalty & Referrals: Settings in the Loyalty admin shows your GUID and API key. You need both.
- Smile.io (Plus or Enterprise plan): Settings > Developer tools > Manage API keys > Generate new API key, with the scopes customer:read, points_transaction:read, reward_fulfillment:read, points_product:read and vip_tier:read, plus points_transaction:write and points_purchase:write if agents will take actions.
Install Loyalwell from the Zendesk Marketplace and choose the Standard plan. The 14-day trial starts now; Zendesk asks for a card and starts billing when the trial ends unless you uninstall.
- In Loyalty platform, type
loyaltylion,yotpoorsmile. Paste the key into API key, and for Yotpo the GUID into Yotpo GUID. Zendesk stores them as secure settings; agents never see them, and Zendesk only sends them to your platform's API. Optionally name the program in Program label and list the Zendesk brand ids that should open it. Optional: add a second or third program (same platform or another) with its own platform, key, label and brands. The platform setting turns it on.
- Choose Who may take actions:
agentfor everyone (the default),admin, custom role ids, orgroup:<id>for groups, separated by commas. Switch adding points, deducting points and issuing rewards on or off. - Set the Most points per action for agents (500 by default; 0 means no limit) and, if you like, Point limits by role, one per line: who, then the limit, for example
group:360001234567 2000oragent 200. Admins have no limit unless a line namesadmin. - Optional: your own Reasons the customer sees, one per line. Agents can always type a different one.
Open a ticket. Loyalwell shows the requester's points in the sidebar. Every action writes an internal note on the ticket.
Loyalwell creates nothing in your Zendesk account at install. It adds internal notes and loyalwell_* tags to tickets only when an agent takes an action; they stay if you uninstall. Uninstalling deletes the stored keys; also delete the key in your loyalty platform.
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