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Support portal overview Beta

The support portal is a workspace for support agents to troubleshoot promotion-related queries. It brings together customer, coupons, sessions, and loyalty data in one place.

Support agents can use the support portal, for example, to find out why a coupon doesn't work or why a customer didn't earn expected loyalty points. The portal allows support agents to investigate these issues and award coupons, gift cards and loyalty points without access to the Campaign Manager, Management API endpoints, or logs.

Use case example​

For example, a customer contacts your support team because the coupon code SUMMER20 doesn't work at checkout.

To resolve the issue entirely within the support portal, a support agent does the following:

  1. Searches for the SUMMER20 coupon code to review its summary, schedule, and attributes.
  2. Uses the Customer's integration ID to check the coupon's usage history and pinpoint the session where the checkout failed.
  3. Reviews the session's triggered effects and finds the rejection reason in plain natural language. For example, Campaign is not running.
  4. Explains the reason to the customer and submits a support request directly in the portal to award a replacement coupon.
  5. Receives the new coupon code via email after an admin user approves the request, and shares it with the customer.

Key capabilities​

Support agents can use the support portal to look up the following information and submit support requests:

Customer profile details​

With a Customer integration ID, support agents can do the following:

  • Check whether the customer can use a specific coupon code. If the customer can't use it, see the reason.
  • See all the coupons that the customer can redeem.
  • See the customer's loyalty tier and their active, pending, and spent points in each loyalty program and subledger.
  • Add loyalty points to or deduct them from the customer's profile.
  • Review customer sessions and recent activity.
  • Return individual cart items from closed or partially returned sessions.
  • Create requests to award a coupon, a gift card, or loyalty points to the customer.

Coupon details​

With a coupon code, support agents can do the following:

  • View the coupon's summary, schedule, redemption limits, and campaign details.
  • Search with a Customer integration ID to see if a specific customer has redeemed or attempted to redeem the coupon.
  • Review triggered effects, such as coupon redemptions, returns, and rollbacks.
  • Check coupon rejection reasons. For example, if a customer exceeded the per-customer limit or the campaign ended.
  • View a generated AI summary to understand the coupon's usage.

Sessions details​

With a Session integration ID, support agents can do the following:

  • View the current status of the session, such as open, closed, canceled, or partially returned.
  • Review cart items, order values, net totals, and additional costs.
  • Check the triggered effects of the session, including coupon rejections, coupon redemptions, and loyalty point updates.
  • Inspect the event log to see a timeline of actions that occurred during the session.
  • View a generated AI summary to help diagnose what happened in the customer's session.

Support requests​

Support agents can create the following types of requests:

  • Award coupon or gift card: Requests a personal coupon or a monetary gift card for the customer. Gift cards function as standard coupons with a cash value and automatically use the Application's currency.
  • Add loyalty points: Adds points to the customer's profile in a loyalty program. Adding points above the role's point limit requires admin approval.

Admin users define this point limit when they edit the Customer support role.

Because the support portal doesn't display request statuses in the UI, the approval workflow relies entirely on email. All admin users receive an email to approve or reject the request, and the support agent receives an email after a decision is made.

Note

Talon.One doesn't send email notifications by default. To review and process requests, set up email notifications for the Application.

Access to the support portal​

Support agents assigned the Customer support role can access the support portal but not the Campaign Manager. To enforce this, a support agent can't have other roles.

Admin users retain access to both workspaces and can open the support portal directly via the Support portal on the Campaign Manager's left-side menu.

The permissions of the Customer support role are preset. You can only modify the Applications it grants access to and the loyalty point limit for each loyalty program.

Note

Customer support roles created before the release of the support portal are custom roles. They keep their existing permissions but don't grant access to the support portal. To recreate these legacy permissions without support portal access, create a custom role.

Admin users working in the support portal use the same request flow as support agents. To generate coupons and gift cards directly without a request, admin users use the Campaign Manager.

Next steps​

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