Loymax, 2026

Changes for page Support Service

From version 2.1
edited by Anastasia Lozinskaia
on 2025/04/16 07:45
Change comment: Upload new image "scheme.png", version 1.1
To version 5.1
edited by Anastasia Lozinskaia
on 2025/04/16 08:02
Change comment: There is no comment for this version

Summary

Details

Page properties
Title
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1 -Feedback
1 +Support Service
Parent
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1 -Sandbox.Social_networks.WebHome
1 +Main.Usage.WebHome
Content
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6 6  * **Feedback Plugin (Loymax.Support.Messages)** is responsible for processing messages from chats with the support service.
7 7  )))
8 8  
9 -|{{lightbox image="scheme.png" width="1500"/}}|(((
9 +(% class="table-bordered" %)
10 +|(% style="border-color:white" %){{lightbox image="scheme.png" width="1500"/}}|(% style="border-color:white" %)(((
10 10   Customer/Loyalty Programme Member feedback and Company communication in the Loymax system can be conducted in several ways:
11 11  
12 12  * 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 [[Contact Center>>doc:Main.Using.Contact_center.WebHome]];
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23 23  Access to OTRS is provided via a web interface under a dedicated user account. The OTRS operator can view all requests received from clients/LP Members, their submission times, and statuses. Each request is assigned a unique number and the identifier of the client/LP Member who submitted it. Ticket processing typically follows the order of submission, meaning that earlier-submitted tickets are processed first. OTRS operators have access to ticket search functionality and can view all events related to a specific ticket (state changes, responses, notes).
24 24  )))
25 25  
26 -|(((
27 +(% class="table-bordered" %)
28 +|(% style="border-color:white" %)(((
27 27  When a client/LP Member contacts the [[Call Center by phone>>doc:Main.Using.Contact_center.WebHome]], the caller's number is automatically recognized. If the phone number is registered in the database, the client/Loyalty Programme Member's profile is automatically displayed to the Call Center operator. If the number is not registered, the operator has the option to create a new account. At the client/LP Member's request, the Call Center operator can:
28 28  
29 29  * edit personal details,
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41 41  * blocking/unblocking the card,
42 42  * changing the password,
43 43  * connecting to an operator.
44 -)))|
46 +)))|(% style="border-color:white" %)
45 45  
46 46  **Email messages** sent to the technical support service are also recorded in OTRS. Processing inquiries received via email and sending responses are handled by qualified staff of the service in accordance with the established in the Company procedures.
47 47  
Created 2025/04/16 07:44
Last edited 2025/09/03 04:42

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