Introduction
Freshdesk is a customer support platform that brings all your customer requests into one place. With the Loyoly integration, your agents can access a customer's loyalty data right on their Freshdesk contact card, without leaving their interface. It works the same way as the Gorgias integration.
Benefits
Context-aware support: your agents instantly know who they are talking to and can see, at a glance, the customer's engagement level in your loyalty program, so they can adapt their tone, prioritise and personalise every reply.
Loyalty data, right on the contact card:
Points balance: loyoly_points_balance
VIP tier: loyoly_tier_name
Completed missions count: loyoly_mission_count
Always up to date: Loyoly automatically creates the custom fields in Freshdesk and updates them with every loyalty event (points earned, tier change). No manual work.
Set it up on your own, no developer needed: the connection is made using your subdomain and API key, from the Loyoly back office.
Connecting Loyoly with Freshdesk
From the Loyoly dashboard, go to Integrations.
Find Freshdesk and click Connect.
Enter your Freshdesk subdomain and your API key, then click Connect.
⚠️ The API key must be an admin key, not a standard agent key.
💡 Your subdomain is the name before .freshdesk.com. For example, for a page https://example.freshdesk.com, the subdomain is example.
Once connected, Loyoly automatically creates the loyalty custom fields in your Freshdesk instance. The match between the Freshdesk contact and the Loyoly member is made by email.
Displaying loyalty data in Freshdesk
The loyalty fields appear on the agent's contact card as soon as a customer enrolled in your loyalty program opens a ticket. The agent can see their points balance, VIP tier and completed missions count without switching tools.
Disconnecting Loyoly from Freshdesk
To disable the integration, go to Integrations > Freshdesk in your Loyoly back office, then click Disconnect.
If you need help, contact our support team via the chat.