Retail Engine, 2026

Changes for page Support Service

From version 12.1
edited by Anastasia Lozinskaia
on 2026/09/08 05:00
Change comment: There is no comment for this version
To version 10.1
edited by Anastasia Zanina
on 2025/09/03 04:42
Change comment: There is no comment for this version

Summary

Details

Page properties
Author
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1 -XWiki.alozinskaia
1 +XWiki.zanina
Content
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2 2  (((
3 3  The functionality described below is available when connecting [[feedback plugins>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome]]:
4 4  
5 -* **Call Center Statistics Plugin (RetailEngine.Support.Callcenter)** is responsible for processing calls.
6 -* **Feedback Plugin (RetailEngine.Support.Messages)** is responsible for processing messages from chats with the support service.
5 +* **Call Center Statistics Plugin (Loymax.Support.Callcenter)** is responsible for processing calls.
6 +* **Feedback Plugin (Loymax.Support.Messages)** is responsible for processing messages from chats with the support service.
7 7  )))
8 8  
9 9  (% class="table-bordered" %)
10 10  |(% style="border-color:white" %){{lightbox image="scheme.png" width="1500"/}}|(% style="border-color:white" %)(((
11 -Communication between customers/Loyalty Program members and Companies in the Retail Engine system can be conducted in several ways:
11 +Communication between customers/Loyalty Program members and Companies in the Loymax system can be conducted in several ways:
12 12  
13 13  * via a [[direct call>>doc:Main.Installation_and_configuration.Extra_modules.Plugins_and_adapters.Plugins_list.Feedback_plugins.WebHome||anchor="plugin_Call"]] by the customer/LP Member to the [[Call Center>>doc:Main.Using.Contact_center.WebHome]];
14 14  * by **sending an email** to the technical support service;
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49 49  
50 50  Messages submitted through the **feedback form** in the Personal Account generate a separate queue in OTRS. Responses are sent directly to the applicant and displayed in the Personal Account chat. Incoming and outgoing chat messages may include attached files (images, documents).
51 51  
52 -The message history between the LP Member and the operator is also displayed in the customer profile within the Retail Engine Platform. Here, there is also an option to send a text message as a response to the LP Member inquiry if the corresponding ticket in OTRS has not yet been closed. A reply sent this way will also appear in OTRS.
52 +The message history between the LP Member and the operator is also displayed in the customer profile within the Loymax Platform. Here, there is also an option to send a text message as a response to the LP Member inquiry if the corresponding ticket in OTRS has not yet been closed. A reply sent this way will also appear in OTRS.
53 53  
54 54  (% class="box infomessage" %)
55 55  (((
Created 2025/04/16 07:44
Last edited 2026/09/09 09:39

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