Introduction
Zendesk 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 Zendesk user profile, without leaving their interface.
Benefits
Context-aware support: your agents instantly know who they are talking to. They can see the customer's engagement level in your loyalty program the moment they open the ticket, and adapt their tone, their prioritisation and their goodwill gesture accordingly.
Loyalty data, right on the user profile — each property appears in a dedicated field, under its technical name:
Points balance: loyoly_point_balance
Total completed missions: loyoly_missions_count
Total rewards earned: loyoly_rewards_count
Total referrals made: loyoly_referrals_count
Referral ID: loyoly_referral_id
VIP tier name: loyoly_tiers_name
Birthday: loyoly_birthdate
Phone number: loyoly_phone_number
Last activity date: loyoly_last_activity_date
Always up to date: the update is triggered by loyalty events — points earned or spent, tier changes. Your agents never look at yesterday's data.
Nothing to configure: you only enter your Zendesk subdomain and authorise the connection. Loyoly creates the fields and starts syncing on its own. No API key, no manual field mapping.
⚠️ The Zendesk integration is read-only. Your agents can view loyalty data from Zendesk, but they cannot add or remove points there. To credit or debit a customer's account, use the Loyoly back office.
Connecting Loyoly with Zendesk
From the Loyoly dashboard, go to Integrations.
Find Zendesk and click Connect.
The Connect Loyoly to Zendesk screen opens. Under We use it for, it lists the data Loyoly will push into your instance.
Enter your subdomain in the Zendesk account domain field. It is the only field to fill in.
Click Connect, sign in to your Zendesk account, then approve the consent screen.
You are redirected to Loyoly. Loyoly then automatically creates the loyalty custom fields in your Zendesk instance and starts syncing immediately.
💡 Your subdomain is the name before .zendesk.com. For example, for a page https://example.zendesk.com, the subdomain is example.
⚠️ The person who authorises the connection must be a Zendesk admin. Creating user fields is an admin-only action: a standard agent will not be able to complete the connection. This is the most common blocker when setting the integration up.
You have no API key and no application credentials to provide: Loyoly handles authentication on its side.
Displaying loyalty data in Zendesk
The loyalty fields appear on the agent's user profile as soon as a customer enrolled in your loyalty program opens a ticket. The agent can read their points balance, VIP tier and their mission, reward and referral counters without switching tools.
In practice: a customer opens a ticket about a damaged order. Her Zendesk profile shows Gold, 1,110 points and 8 completed missions — the agent prioritises and offers a gesture proportionate to her actual value, without ever opening the Loyoly back office.
💡 An empty field simply means the data does not exist on the Loyoly side for that customer — a phone number that was never filled in, for example. It is not a sync failure.
Disconnecting Loyoly from Zendesk
To disable the integration, go to Integrations > Zendesk in your Loyoly back office.
If a customer enrolled in your program shows no loyalty data on their Zendesk profile, or if you need help, contact our support team via the chat.