# Manage support requests

> Use the support requests workflow to review, approve, or reject requests to award coupons, gift cards, or loyalty points.

> For the complete documentation index, see [llms.txt](https://docs.talon.one/llms.txt).

You receive a request when a support agent creates a request to award a coupon or gift
card, or when they add loyalty points that exceed their role's limit.

As an admin user, you can approve or reject any request in your organization, including
your own.

## View requests

You receive request notifications by email.

:::note
Talon.One doesn't send email notifications by default. To review and process requests,
[set up email notifications](/docs/product/get-started.md#enable-email-notifications) for
the Application.
:::

Click **Approve** or **Reject** in the email to open the request page. The page displays
the request number and its current status, indicating whether the request is **Open**,
**Approved**, **Rejected**, **Expired**, or **Canceled**.

## Verify request details

Before making a decision, review the page details:

- **Check the justification**: Read the reason provided by the requester to ensure it
  aligns with your company policies.
- **Verify the reward value**: Confirm the monetary value of the gift card or the number
  of loyalty points requested.
- **Review loyalty balances**: For point requests, check the customer's current balances
  and the projected balance after approval to prevent over-rewarding.
- **Investigate the customer**: Click the **Customer Integration ID** to open the
  customer's profile and review their past activity.

## Approve a coupon or gift card

When you approve a coupon or gift card request, Talon.One creates a single code for the
customer.

To approve the request:

1. On the request page, keep **Approve** selected.
1. Under **Schedule**, set the start and expiration dates. By default, the code is valid
   immediately and doesn't expire.
1. If the Application has
   [mandatory coupon attributes](/docs/product/applications/use-attributes.md#make-attributes-mandatory),
   enter a value for each attribute.
1. Expand **Advanced** to set optional settings:
   - **Coupon code**: Enter a custom code, for example, `SUMMERSALE`.Leave this blank to
     generate a random code.
   - **Custom attributes**: Click **Add custom attribute** to attach specific data to the
     code.
1. Click **Approve**.

The support agent receives an email with the generated code to share with the customer.

## Approve loyalty points

To approve a loyalty points request:

1. On the request page, keep **Approve** selected.
1. In **Reason**, enter why you are adding the points. The **Reason** then saved in the
   customer's loyalty history.
1. Expand **Advanced** to set the reward schedule:
   - **Immediately**: The points become active right away.
   - **Action-based**: The points remain pending until a specific customer action or
     system event triggers them to become active, as defined by the campaign's rules.
   - **Time-based**: The points remain pending until a specific date or timeframe passes.
1. Click **Approve**.

Talon.One adds the points to the customer's profile. The support agent receives an email
confirming your decision.

## Reject a request

To reject a request:

1. On the request page, click **Reject**.
1. In **Message**, explain why you are rejecting the request. This message appears in the
   email sent back to a support agent.
1. Click **Reject**.

The request is closed without creating a coupon code, a gift card or adding loyalty
points. The support agent receives an email confirming the rejection.

## Related pages

- [Support portal overview](/docs/support/overview.md)
- [View customer profiles](/docs/support/support-agents/customer-profiles.md)
- [Manage roles](/docs/product/account/account-settings/manage-roles.md)