Welcome to the StickyStreet Support Desk

Welcome to the StickyStreet Support Desk.  This is the place to search our knowledge base for answer to your questions, and if you can't find the answer you need, the place to submit requests or questions to the support staff.  To look for existing support answers, click on the "Questions & Answers" link in the Knowledge Base section to the right -->   2008-08-27T21:31:48-04:00

answers base desk knowledge questions support welcome

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Welcome to the StickyStreet Support Desk

2010-03-07T17:27:15-05:00

StickyStreet is back up and running. Everything checked out and all looks like it's working fine. 2010-03-01T23:12:45-05:00

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Back up and purring!

2010-03-03T12:27:12-05:00

Earlier this afternoon, our Data Center experienced a problem on multiple backbone lines that support their connection to the Internet infrastructure. We have been advised by our hosting provider and the outside data administrator that independently monitors our data that we are fine, that the problem is ACCESS to the Phoenix Data center where our main server is, not WITH US or our platform.   Typically service interruption happen several times a month at all data centers around the world, but are normally so brief that they are not noticeable to the average user.  In this case, several incidents occurred at the same time, which is very unusual: As a result, the sites of many large companies hosted at the same data center as StickyStreet were also down for a couple of hours. Thy, like us, could only wait while the network engineers at the data center resolved the issue. As I write this, it seems the problem has been fixed and everything is back to normal. We are running diagnostics on our Databases to ensure that everything is fine.  StickyStreet will be unavailable for a short period of time until these are completed.  Thanks for your patience and understanding. 2010-03-01T20:20:16-05:00

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Interruption of Service

2010-03-03T12:27:11-05:00

<h2>New Features</h2>   <ul> <li>When recording a transaction, if the customer has an email address on record, an option is shown to send them an email with the transaction details and their new balance.</li> <li>Portuguese (Continental) has been added to the list of available languages.</li> <li>Balance Lookup can now be shown in any of our available languages.</li> <li>Online Enrollment now has a CAPTCHA field to stem or prevent bots from submitting junk entries.</li> </ul>   <h2>Upgrades</h2>   <ul> <li>Online Enrollment emails now say which campaign the new customer was added to.</li> <li>When exporting an Excel file from a report, the export now includes all available fields / data, even if not show on the on-screen report.</li> <li>MS Excel restricts numbers to an accuracy of only 15 digits. This means that when entering a 16-digit card # in excel, the last digit is dropped and replaced by a zero. 24-digit numbers have 9 zeros for the last 9 digits.  A work-around was implemented to the Excel export, where card #s and numbers over 15 digits are displayed as "text" in excel, while still retaining the ability to have sorting and calculations performed on them as though they are numbers.</li> <li> In Points campaigns, the promotions pull-down is now shown even if no promotion has been defined. Previously, nothing was shown, leading clients to forget it was available as an option. </li> </ul>   <h2>Bug Fixes</h2>   <ul> <li>Previously, points were rounded (up or down) to the nearest whole number. However, this created instances for clients who award, for example, 1 point for ever $100 spent, where rounding up seemed to imply that they had more points then they actually had.  To remedy this, rounding of points is now always down to the nearest smaller whole number.</li> <li>Previously, in certain situations, non-administrators were not able to see campaign lists (like in import tool, or adding customers to other campaigns). This is now fixed.</li> <li>In certain instances, importing transactions did not trigger a billing level change (when appropriate) when the transactions import list contained customers with IDs or card #s that were not previously entered. Now those customers are recorded as new customers, and the billing level is adjusted correctly.</li> <li>Previously, when some of our earlier clients' employees with non-admin-level logins updated a customer's information, the account id / card # would be replaced by a new random number.  This was due to a migration of the database structure from an earlier, simpler model to a more sophisticated one, and an internal unique ID and the account ID / card # were being swapped. This affected only a small number of accounts, no data was lost, and the bug has been fixed.</li> </ul>   2009-05-14T10:29:20-04:00

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News - May 14th, 2009

2009-09-15T07:36:27-04:00

Quick Notice: Our Support Desk provider (Zendesk, they're awsome) has acknowledged the bug that shows help topics being closed to comments when they should be open.  This will get resolved in the next few days.  We were wondering why no one ever said anything... "Where the Love, people!?"   Thanks for everyone who wrote in to mention this.  Update: Zendesk has fixed the comment issue, and you can now leave comments on any of the topics.  Thanks for your patience. 2009-03-23T13:02:23-04:00

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News - March 22, 2009

2009-05-14T10:31:12-04:00

This past month, we've been busy making StickyStreet even friendlier to all of you who have been asking for some industrial-strength features! Here's the run-down: <h2>New Features:</h2> <ul> <li>New Reports. These three new reports can do *amazing* things to your marketing efforts.  Use the output of these reports to send out emails or mailings to the resulting customers! <ul> <li>Campaign Balances Report. This report will list all the customers in any one campaign that have any recorded balance, and what their earned, redeemed, and current balances are. Use this report to send out a mailing to your top customers (either with the highest current balances, or the ones that have spent the most) for example.</li> <li>Search Report. Search for any text in all your customer's information or transactions. For example, put in an area code and see all the customers in it. Or put in "Coffee" and get all the customers who have purchased or earned Coffee.  </li> <li>All Customers Report. This report is pretty simple. It list all customers that have had ANY transaction in the data and campaigns specified. Select all your campaigns and the maximum spread for the date range, and you can get a report of ALL your customers.</li> </ul> </li> <li>Report Functionality <ul> <li>EXPORTING!  Yes, now you can export any report directly to Microsoft Excel. Then import that list to Constant Contact,  Mail Chimp, or to your marketing agency or printer.  The world is now your oyster.</li> <li>Sorting. Sort by any relevant column, up or down. Just click on the column to sort one way, and click again to sort the other way.</li> <li>Pagination. No more lists several miles long. All reports are now presented in manageable screens. The reports load faster, and you can easily jump from page to page.  Export to Excel to see the whole list all at once.</li> </ul> </li> </ul> <h2>Upgrades:</h2> <ul> <li>You can now "Select all"  when adding a customer to your campaigns.</li> <li>Our website has a <a href="http://www.stickystreet.com/ideas">cool new "Ideas" section</a>. Check it out!</li> <li>Agencies: For our partners that use our system to help their customers, a new interface and expanded capabilities.</li> <li>The links to "Manage Customer Accounts" and "View / Pay Invoices" are now buttons. </li> </ul>   <h2>Bug Fixes:</h2> <ul> <li>When requesting a password reminder email, in some rare instances a "Campaign Deactivated" subject line was sent incorrectly. Campaigns themselves were not affected, just an incorrect header was selected as the subject of the email.</li> <li>The Totals audit report was reporting a mathematically correct, but yet financially incorrect liability for Buy X Get One Free campaigns. Previously, for each item, it reported only the total amount of that item that all customers had added to their balances.  The problem is that if someone has, for example, 4 coffees in their balance, but need 5 to get a free one, your business doesn't actually have any liability.  For a single customer that's not a problem, but imagine a scenario where 100 customers have 1 coffee each in their balance. Previously, the report added these together and reported a liability of 20 coffees. Now the report will result in a Zero liability, since none of those customers can yet claim any reward. Both the old count and the new count are included in the report now.</li> </ul>   2009-03-19T13:22:17-04:00

balance campaign export reports

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News - March 19, 2009

2009-05-14T10:30:26-04:00

New Feature: Fast on the heels of the past mega update, another highly demanded feature: Batch Importing! Now you have the ability to take your customer list from Excel, or and other program, and upload it to StickyStreet.  You can also take a list of transactions and batch-import them into StickyStreet.  We've made it about as simple as can be, but it's still recommended that you import one or two customers or transactions at first, to make sure all the settings and data are correct. You can find the "Import Customers" and "Import Customer Transactions" features in the Manage Customer Records section. 2009-02-15T21:13:14-05:00

import

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News - February 15, 2009

2009-02-15T21:13:14-05:00

We've been quite busy for the past 30 days here at StickyStreet.  There's a host of new features, upgrades, and a couple bug fixes.  We promised a lot of changes for 2009, and this is just the beginning!   New Features: This one might as well be plural, it includes so many aspects, but it can fit under a single category: Localization! <ul> <li>At the Account level, you can now: <ul> <li>Select the currency</li> <li>Select the account's default language</li> <li>Select the account's default timezone</li> </ul> </li> <li>At the User level, you can: <ul> <li>Select a User's default language</li> <li>Select a User's default timezone</li> <li>User-level preferences override the account preferences (Hence, a User's Spanish language and Bogota timezone preferences will take precendence over the account's English language and New York timezone preferences.)</li> </ul> </li> <li>You can also choose a language at the login screen, which will override both Account and User preferences. This is so that if an employer mistakenly assigns say, Spanish to one of its empoyees, the employee can select Portuguese instead, for example, and a cookie will remember that preference for their next session. </li> </ul>   Upgrades: <ul> <li>New User role: Fulfillment Contractor:  This role allows only the ability to redeem rewards.  Useful if you outsource the fulfillment of reward requests, so that a reward is redeemed only at the time of shipping, as required by some states. Or if you don't want your staff adding points to their friend's balances.</li> <li>The obscure "Delete Some" section that allowed you to delete customer records has been renamed "Manage Customer Records" and now also allows you to edit a customer's information and add them to campaigns. </li> <li>The LoyaltyLink Balance Lookup has a brand new look and additional customization features. You can now ask to have the following aspects customized: <ul> <li>Whether to show the Customer Name, Email, and / or Phone #. </li> <li>Show Rewards Available and/or the Transaction History with or without the Addt'l Info Field </li> <li>Use your own custom CSS file. </li> <li>Show numbers using commas (,) or periods (.)</li> <li>Specify the language to show the Balance Lookup in LoyaltyLink. </li> <li>Have only a campaign's balance returned (for API-type of integration)</li> <li>Custom-specify Campaign Labels (replacing, for example, "points" with "stars" or "miles". </li> </ul> </li> <li>Reports now show more information, including which User recorded a transaction.</li> </ul>   Bug Fixes: <ul> <li>The Audit Totals report has properly formatted numbers for points and currency-based campaigns.</li> <li>If you use the Bookmarks generator to login as a different User, it no longer reverts back to your original login after the first screen.</li> <li>Logins are now case-sensitive. Previously they were not, which did allow a User to login to their account, but with reduced functionality. Now, when the capitalization does not match you will get a error message reminding you that User IDs are case-sensitive. </li> </ul>   Other Changes: <ul> <li>The "Number of Visits" campaign type has been renamed to "Event-Based" to reflect a growing number of clients using this type of campaign to track events that were not based on a store visit. The word "visits" has thus also been removed from the "Current Balance" display and in the Transaction history, "Visit" has been replaced with "Event".</li> <li>As mentioned above, the "Delete Some" section has been renamed "Manage Customer Records" </li> <li>The order of the date fields in the Reports section has been switched to better reflect an international audience.</li> </ul>   Coming Next: <ul> <li>Batch importing</li> <li>Customer Balances Report </li> </ul> 2009-02-08T22:28:53-05:00

new feature upgrades bug fixes changes internationalization local localization currency timezone fulfillment balance lookup loyalty link audit report login visits events delete some

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News - February 8, 2009

2009-02-08T22:28:53-05:00

<div style="background-image: initial; background-repeat: initial; background-attachment: initial; -webkit-background-clip: initial; -webkit-background-origin: initial; background-color: #ffffff; font-family: Arial, Helvetica, sans-serif; font-style: normal; font-variant: normal; margin-top: 0px; margin-right: 258px; margin-left: 0px; padding-top: 6px; padding-right: 8px; padding-bottom: 15px; padding-left: 12px; font-size: 12px; margin-bottom: 5px; color: #333333; border-bottom-style: none; border-bottom-width: initial; border-bottom-color: initial; min-width: 95%; background-position: initial initial;"> <p style="color: #333333; clear: left; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; font-size: 1em; line-height: 1.4em; margin-top: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px;">New features!   <ul style="padding-top: 5px; padding-right: 0px; padding-bottom: 5px; padding-left: 36px; margin: 0px;"> <li style="list-style-type: disc; list-style-position: initial; list-style-image: initial; margin-top: 5px; margin-right: 11px; margin-bottom: 5px; margin-left: 0px; color: #333333; padding: 0px;">Online signup for Loyalty Link: Is now available to all.  For implementation details, visit the instructions at: www.stickystreet.com/quick-enroll-instructions.html</li> <li style="list-style-type: disc; list-style-position: initial; list-style-image: initial; margin-top: 5px; margin-right: 11px; margin-bottom: 5px; margin-left: 0px; color: #333333; padding: 0px;">New User Role: The Campaign Manager. It's a similar role to the Manager role, except they can't add or delete campaigns and users.  This allows a business owner or manager with several stores to create campaigns for different store and assign the store manager the role of Campaign Manager so they can manage their own campaigns, but not be able to see or edit other campaigns and users. And if your noggin' is working at full capacity, you may have guessed that indeed, this is a intermediate step towards sharing points across campaigns (More on that later!) </li> <li style="list-style-type: disc; list-style-position: initial; list-style-image: initial; margin-top: 5px; margin-right: 11px; margin-bottom: 5px; margin-left: 0px; color: #333333; padding: 0px;">Batch upload of client and transaction files: Coming soon!  If you're interested, <a href="mailto:beta@stickystreet.com">let us know</a>, and you can participate in the beta testing of this new feature!</li> </ul> <p style="color: #333333; clear: left; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; font-size: 1em; line-height: 1.4em; margin-top: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px;">  <p style="color: #333333; clear: left; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; font-size: 1em; line-height: 1.4em; margin-top: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px;">Did you notice? <ul> <li>Internationalization: Coming soon, too. You can now read through our site in Spanish. As a part of a test deployment, we have a Spanish-version of <a href="http://www.stickystreet.com/es/index.html" target="_blank">StickyStreet.com</a>. More will be coming soon, but if you have a request for a special language, or a specific request when it comes to internationalization, <a href="mailto:support@stickystreet.com">send us a note</a>!</li> </ul> </div> 2009-01-13T22:16:14-05:00

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News - January 10, 2009

2009-01-13T22:16:14-05:00

New features!   <ul> <li>You can now change the customer's Account ID.  In fact, you no longer need one.  We've renamed that field "Card Number (Optional)" though of course, you can always put in whatever unique identifier you want.   It is still needed, however, if you plan to have your customers lookup their account balance(s) on your website.   This means that when you add a new customer, you are no longer required to put in some unique identifier anymore, since you can search any of the fields you fill-in in the Lookup Screen.  This also means that you can add a customer before giving them a card, for example. And yes, this also means we are very, very close to giving you a way to let your customers sign-up for your program(s) on your website, and you can then later go in and give them account ids or card numbers. Check-out the next point if this interests you: </li> <li>Online signup for Loyalty Link: Soon your customers will be able to do more than lookup their program balance(s).  New customers will be able to signup on your website and be automatically added to your StickyStreet account.  If you want to beta-test this feature while we put the finishing touches on its first release version, <a href="email:support@stickystreet.com">let us know</a>! </li> <li>Customer Change History: When some part of your customer's information is changed, it is recorded in a new history log shown at the bottom of all "edit customer" screens.</li> </ul>   Other upgrades: <ul> <li>Balances are now shown in a much larger font size in the customer's account detail screen. </li> <li>The cross-campaign navigation pull-down on the upper right corner of the screen now has a "go" button to go back to the top of the section you're in.</li> <li>The ordering of the transaction in the customer's account detail screen has been further optimized, so that the descending order by day is not longer interrupted / broken by an ascending order within the same day.</li> </ul>   Bug Fixes: <ul> <li>[2008.11.27]  When you scan a card number in the card number field, it no longer automatically submits the form.  You now can fill-out the rest of the information and then click on the "Create Customer Account" button at the bottom. Thanks Kirk in Wyoming for catching that! </li> </ul>   2008-11-26T10:04:15-05:00

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News - November 25, 2008

2008-11-26T10:04:15-05:00

This past month has been pretty busy behind the scenes. Here are some highlights: Campaigns when Adding Customers: This is a highly requested feature; When adding a customer inside a campaign, you can now select other campaigns to also add that customer to. This will create a "activation" transaction in each selected campaign, and will allow you to search for customers by any of their info in any of the selected campaigns. Loyalty Link: The code has been changed to use another method to retrieve the information after several of you ran into trouble getting your hosting companies to open up external access to your code.  This new code fixes that. Woohoo! (The old code is still fine for those of you who still run it. It's just that this one is more widely accepted by finicky hosts.) StickyStreet Agencies: We've added an Agency level to the site which lets marketing agencies who help businesses develop loyalty campaigns be able to aggregate their client's accounts into a single screen.  Customer Self-Signups: After some back-and-forth whether to release a full-featured customer self-signup ability when v3 comes out, or a simpler version now, we decided to make that simpler, no-frills version available now, and the full-featured one shortly after v3. A couple more days, and you'll be able to let customers sign-up for their own accounts from your site. Other changes: There were also numerous small cosmetic changes, like making the new-campaign screen give you more information, cleaning up the headings in the control panel, etc. And of course, we're still spending an inordinate amount of time getting v3 ready, with it's API and a ton of other new features. Can't wait! But we just have to make sure everything is rock solid before putting it out there. We thank you for your patience!   2008-11-15T20:18:41-05:00

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News - November 15, 2008

2008-11-15T20:18:41-05:00

<div style="font-family: Arial, Helvetica, sans-serif; font-size: 12px; color: #333333; font-style: normal; font-variant: normal; background-image: initial; background-repeat: initial; background-attachment: initial; -webkit-background-clip: initial; -webkit-background-origin: initial; background-color: #ffffff; background-position: initial initial; margin: 8px;"> <p style="font-size: 1em; line-height: 1.4em; margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333;"> <div>Doh Feature of the week!</div> <p style="font-size: 1em; line-height: 1.4em; margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333;">Sometimes, someone points out the need for a feature that is so obvious, yet missing, that we can't help but simply slap our heads in a collective Homer-esque "d'oh!" and stop everything to correct this obvious omission.   <p style="font-size: 1em; line-height: 1.4em; margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333;">This was the case late last week when a new client pointed out that there was no way for them to retrieve their password if it was forgotten. A few days of "all hands on deck" later, we managed to add that capability, test it thoroughly, and upload it to the live site. Yes, it's already there and ready for all of us with sudden cases of amnesia: <p style="font-size: 1em; line-height: 1.4em; margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333;">http://www.stickystreet.com/login <div>  </div> <p style="font-size: 1em; line-height: 1.4em; margin-top: 0px; margin-right: 0px; margin-bottom: 6px; margin-left: 0px; text-align: left; padding-top: 1px; padding-right: 0px; padding-bottom: 1px; padding-left: 0px; color: #333333;">Bug Fix: After the last update, when looking up a customer in a campaign and no matching records were found, the much beloved ability to add that customer right away was mysteriously replaced by a much reviled "No matches found" screen.  The gremlins responsible for that unconscionable oversight have been found and punished by having to write a whole new cool point rewards calculator in machine code, and we're not telling them which machine.  </div> 2008-10-16T22:29:38-04:00

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News - October 15, 2008

2008-10-16T22:29:38-04:00

<div> <div>Minor Upgrades:</div> <div> </div> <div>New Feature  </div> <div>The customer account lookup screen now has a single integrated search box, instead of the previous two. Go ahead and put in any part of a customer's record -- Name, account id, part of a phone number, etc.  If there's a single match, it will go straight to that account, otherwise you'll get a list of matching accounts.</div> <div> </div> <div>Layout Change</div> <div>The "Lookup a Customer" and "Add a Customer" tabs have been moved to the right of the screens they appear in, switching position with the campaign name. The campaign name is now under the account name, making it more visible and easier to see what campaign you're currently working in.</div> <div> </div> <div>Bug Fix</div> <div>When trying to add a new customer account that already exists, StickyStreet will display a list of other accounts that match the information provided for the new account. Previously, this mistakenly included accounts from campaigns the user did not have permissions to see. This has now been fixed: An exact match to the account id will still show an account that has no previous activity in the campaign a user is adding a new customer to, and additional matches now only show accounts that have had previous activity in the campaign a user is adding a new customer to.</div> </div> 2008-10-08T19:50:15-04:00

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News - October 10, 2008

2008-10-08T19:50:15-04:00