Introduction

This document provides comprehensive guidelines and step-by-step instructions to configure the Annex Cloud’s Customer Loyalty module in Zendesk. It consist of installa9.tion of Annex cloud application, generation of the access token, configuration of the annex cloud integration settings and managing different annex cloud sections.

Who Can Use This Document?

This document is useful for the following individuals:

• For you
• Site Administrators
• Anyone configuring the Annex Cloud Customer Loyalty module in Zendesk

Instructions for Installing the Annex Cloud App

You need to follow these instructions to install the Annex Cloud App on the Zendesk page:

1. Navigate to https://d3v-annexcloudhelp.zendesk.com/. The following window appears.
   
2. Enter your login credentials and click Sign In. The dashboard page appears.
3. Click Admin, then click Go to Admin Center.
   
4. The My Apps page appears. Click Upload private app.
   
5. Enter the App Name as Annex Cloud and upload the zip file provided by Annex Cloud in the designated fields.
   
6. Click Upload.
   
7. A new window appears. Fill in the following fields:

• Title: Enter the title as Annex Cloud.
• Site ID: Enter the Site ID provided by Annex Cloud.
• Loyalty End Point URL: Enter the Loyalty end point URL as https://api.socialannex.com.
• Loyalty Program Type:
  • Select 0 for an implicit loyalty program.
  • Select 1 for an explicit loyalty program with retro perks.
  • Select 2 for an explicit loyalty program without retro perks.

8. Click Save Settings. An icon for the Annex Cloud App appears on the My Apps page.
   

Generating an Access Token (Secret Key)

1. After installing the App, go to the Apps and integrations section and select Zendesk API, as indicated in the provided image.
   
2. Enable the Token Access field.
   
3. Next, click Add API token, which will open a new section.
   
4. The API Token field appears. Copy the API token and send it to the Annex Cloud as the secret key.
   

Configuring Integration Settings in Annex Cloud

1. Visit www.annexcloud.com as shown in the following image.
   
2. Click Sign-in and and enter your credentials to log in to the site admin.
   
3. After logging in, a new window will open. Click Pre-built Integration icon as illustrated in the image below.
   
4. Scroll down and click Zendesk Support.
   
5. Next, a new page will open. Click Add New to create a new client ID.
   
6. The Add New Setting popup appears. Complete the following fields in the popup:
   • Client ID: Enter the client ID provided by you.
   • Secret Key: Enter the secret key provided by you.
   • Loyalty Base URL: Enter the loyalty base URL.
   • Loyalty Token: Enter the loyalty token provided by the Annex Cloud.
   • Zendesk Domain: Enter the Zendesk domain provided by you.
   • Service Name: Select the loyalty program from the drop-down section.
     
7. Click Save to complete the configuration for Zendesk.

Manage Annex Cloud Loyalty Section

This section provides insights on all members, including their respective points, tiers, and reward details. It also includes information about the time zone to which each member belongs. Additionally, you have the option to make security modifications using the security settings feature.

1. Navigate to Customers > All customers
   
2. Click on any member to open their profile window.
   
3. On the right side of the profile window, click the Annex Cloud Loyalty tab.
   

The Annex Cloud Loyalty tab contains the following information:

• Loyalty Point Info
• Manage Points

Loyalty Point Info

In this section, you can find all the details about points, including available points, points on hold, redeemed points, and member tier information. The following tab provides more detailed information on points, tiers, and rewards.

Info Tab

• It provides member’s information such as email address, birthdate, anniversary date, and details related to member points, such as available points, points on hold, and used points. It also displays information about the member's tier and the number of points required to reach the next tier.
• Members also have the option to opt out of the Loyalty Program
  

Earn Tab

The Earn Tab displays actions that allow members to earn Loyalty Points. For instance, following on Twitter will award you 20 points.

Manage Rewards Tab

The Manage Rewards Tab displays the customer’s available rewards and allows the administrator to claim rewards on the customer's behalf. This feature assists the administrator in managing customer rewards more effectively.

Claimed Rewards Tab

The Claimed Rewards Tab displays the rewards claimed by customers. It provides a log of all used rewards, helping administrators track the history of these rewards.

Activity Tab

The Activity Tab displays a list of credit and debit activities associated with the member's account. If points are credited to the member's account with an expiration date, and that date is reached without the points being used, the system will automatically expire those points. Once expired, the points can no longer be used by the members.

Manage Tier Tab

You can upgrade or downgrade a member's tier here. For instance, if you want to upgrade a member to the Gold tier, select Gold from the Select Tier drop-down list and click Update. The member’s tier will then be changed to Gold.

Score Credit Tab

This outlines the points credited to a member's account from activities conducted at the store. Additionally, it provides information about the incentive code and its corresponding balance, offering valuable insights into how the member can utilize this balance against the code.

Hierarchy Management Tab

It provides details about the group to which the member belongs. If a member is part of a group, they can utilize their points at the group level. It also includes information about the total number of members in the group and the overall group points available.

For more information about hierarchy management refer: Hierarchy Management

Manage Points

In the Annex Cloud Loyalty section, the Manage Points feature enables the administrator to add or remove points from a member's account. To execute this task, the administrator must follow these steps:

1. Select the Point Type: Choose either Credit or Debit.
2. Points: Specify the number of points to be credited or debited from the member’s account.
3. Reason: Provide any remarks regarding the points action.
   

Once you click SAVE, the Manage Points action will be completed.