# Helpdesk FAQ & Ticket Guide

### How can we help you?

To ensure your request is handled by the right team, please choose the appropriate category on our [New Helpdesk Portal](https://customer.support.openloyalty.io/):

* **Support Request:** General assistance or questions regarding the platform.
* **Bug:** Reporting functional or UI issues that aren't causing a total outage.
* **Report an Incident:** For critical issues, major disruptions, or data loss.
* **Product Feedback:** Use this for general suggestions and improvements. This serves as our official "suggestion box," where the Product Team collects and reviews ideas for future roadmap planning.
* **Feature Request (Change Request):** Use this for specific new functionality or system changes. This initiates a formal technical analysis and commercial review. **Our team will provide a scope assessment, cost estimation, and a potential ETA.**
* **Limits Increase:** Requesting an increase to existing system parameters.
* **File a Dispute:** Reporting product or service discrepancies.

***

#### Frequently Asked Questions <a href="#user-content-frequently-asked-questions" id="user-content-frequently-asked-questions"></a>

<details>

<summary><strong>How do I get started with the helpdesk?</strong></summary>

Simply create your account using the new [Open Loyalty Helpdesk URL](https://customer.support.openloyalty.io/). Once your account is set up, you can start creating and tracking your support tickets immediately.

<figure><img src="/files/ZAmbh6BP6FpdmBZjuylS" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary><strong>Which email address should I use to log in?</strong></summary>

Please use your business email address to create your new Open Loyalty Helpdesk account.

</details>

<details>

<summary><strong>How do I get my password?</strong></summary>

On the initial page, type in your business email address and click **Next**.

On the initial login, it will ask you to **Sign up**.

If you are registered already, you will be able to **Reset password** or **Create Password**.

</details>

<details>

<summary><strong>I already have a JIRA account. Can I use the same account to log in?</strong></summary>

No, to access the new Open Loyalty Helpdesk, you need to create a new account in our system. Your existing JIRA account credentials won’t be valid here.

</details>

<details>

<summary><strong>Can I still use the email</strong> <a href="#can-i-still-use-the-email-support-openloyalty.io"><strong>support@openloyalty.io</strong></a><strong>?</strong></summary>

Yes, absolutely! You can continue using all existing communication channels, including email and Slack (if included in your Support Plan). The helpdesk is simply an additional option to make support even more accessible.

</details>

<details>

<summary><strong>Is a Feature Request (Change Request) always paid?</strong></summary>

Not necessarily. While some changes are included in our standard product evolution, a commercial proposal is often required for specific requests to **secure a dedicated place on our development roadmap**. In these cases, the payment is not just for the code itself, but for the guaranteed allocation of engineering resources and the prioritization of your request over other non-critical items.

</details>

<details>

<summary><strong>Is using the Helpdesk free of charge?</strong></summary>

Yes, accessing and using the Helpdesk as a customer to submit and manage tickets is completely free of charge.

</details>

<details>

<summary><strong>Will I have access to tickets submitted by my team members?</strong></summary>

Yes, you can view your tickets as well as tickets submitted by your team members if you belong to the same organization. After logging in, navigate to the Requests section to find tabs for “Created by me” and “Created by my organization.”

</details>

<details>

<summary><strong>Didn’t receive the sign-up email?</strong></summary>

If you don’t see the email in your inbox, please check your other folders — such as Spam, Promotions, or Offers.

</details>


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