Zendesk app: get reviews and reply without leaving Zendesk

Use your Zendesk account to receive and reply to customer reviews directly in Zendesk tickets. Send replies to iOS, Mac and Android apps directly from Zendesk and receive reviews for Amazon and Windows Stores apps.

Get the Zendesk app from the Zendesk app store.

STEP 1. Install AppFollow app to your Zendesk account

1. Open your Zendesk account > Admin > Marketplace.

2. In the marketplace search field type “AppFollow”.

3. Choose the app “App Store and Google Play Reviews” and click the button “Free”.

4. Insert your company directory instead of “appfollow.zendesk.com” (“yourcompanyname.zendesk.com”) and click “Install”.

5. You will see the Installation window. You need to fill in all the fields:

  • The first one is the title. Enter something related to the app name or app store, especially if you plan to integrate several apps;
  • Tick the box “Enable role restrictions?”. Select the roles that will have access to replies, for example, Agents and Admins;
  • Tick the box “Enable group restrictions?”. Choose a corresponding user group (i.e. Support, Engineers, etc.);
  • Click “Install”.

6. The app installation is completed. Now you need to set up integrations for each of your apps.

STEP 2. Set up integrations with your own apps (to get reviews and post replies)

Set up for iOS and Mac apps

1. Go to Channel Integrations > AppFollow: Review Monitor > Accounts tab.

2. Click Add account button. In the opened pop up window fill in all fields. 

3. Add app — copy and paste URL link to to the app you would like to get reviews for. Click Next.

4. Set up filters — what types of reviews you want to receive and click Next.

  • Stars: allows to receive only reviews with a certain amount of stars;
  • Languages: allows to get reviews in specified languages;
  • Words: allows to filter reviews with more or less than three words;
  • Auto-translate: enables translation of reviews to the specified language;
  • Import history: we import up to 100 reviews without replies for the last 30 days. In case there are no reviews without replies left within this time span, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within last 30 days, we import up to 100 reviews regardless of dates;
  • Featured reviews only: allows to receive only reviews that were featured;
  • Disable tags: disables auto-adding tags;
  • Became worse only: allows to receive only reviews where the rating was changed to less stars;
  • Became better only: allows to receive only reviews where the rating was changed to more stars;
  • Updated reviews only: allows to receive updated reviews only.

5. Integration with App Store Connect:

Type your Apple ID and Password from App Store Connect and click Next.

Make sure that your account has Admin or Customer Support roles with access to the app.

6. Connect to AppFollow:

In case you already have an AppFollow account, enter an email and the password from that account. Otherwise, an account in AppFollow will be created automatically. Here you will receive notifications about new reviews.

Click Add Integration > Activate.

It's done!

Set up for Android apps

1. Go to Channel Integrations > AppFollow: Review Monitor > Accounts tab.

2. Click Add account button. In the opened pop up window fill in all fields. 

3. Add app — copy and paste URL link to to the app you would like to get reviews for. Click Next.

4. Set up filters — what types of reviews you want to receive and click Next.

  • Stars: allows to receive only reviews with a certain amount of stars;
  • Languages: allows to get reviews in specified languages;
  • Words: allows to filter reviews with more or less than three words;
  • Auto-translate: enables translation of reviews to the specified language;
  • Import history: we import up to 100 reviews without replies for the last 30 days. In case there are no reviews without replies left within this time span, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within last 30 days, we import up to 100 reviews regardless of dates;
  • Featured reviews only: allows to receive only reviews that were featured;
  • Disable tags: disables auto-adding tags;
  • Became worse only: allows to receive only reviews where the rating was changed to less stars;
  • Became better only: allows to receive only reviews where the rating was changed to more stars;
  • Updated reviews only: allows to receive updated reviews only.

5. Integration with Google Play Console:

You will need the data from your Google Play Console — Client ID and Client Secret

Make sure that you have owner rights to access API; "View app information" and "Reply to reviews" permissions with access to the app.

Video instruction on how to get Client ID and Client Secret and below is the guide step-by-step.

  • Go to the Google Play Console > Settings > API access.
  • Find the part “OAuth Clients”, click "Create OAuth Client" and then click the upper link “View in Google Play Console”.
  • In the new window click the upper link “Google Play Android Developer” which leads to the page with your Client ID and client secret.
  • Copy and paste your Client ID and Client Secret into the required boxes in the pop up.

6. Connect to AppFollow:

In case you already have an AppFollow account, enter an email and the password from that account. Otherwise, an account in AppFollow will be created automatically. Here you will receive notifications about new reviews.

Click Add Integration > Activate.

It's done!

After connecting the integration with the console for replying to reviews, AppFollow gets access to the reviews’ feed and the ability to send the answers via API. The access is regulated by the App Store Connect Roles roles and Access control and role-based permissions in Google Play.

Set up for Amazon and Windows apps

The reply to reviews option for Amazon apps is available in beta. Please contact us via this instruction.

1. Go to Channel Integrations > AppFollow: Review Monitor > Accounts tab.

2. Click Add account button. In the opened pop up window fill in all fields. 

3. Add app — copy and paste the link to your app from Amazon or Windows Store.

4. Set up filters — what types of reviews you want to receive and click Next.

  • Stars: allows to receive only reviews with a certain amount of stars;
  • Languages: allows to get reviews in specified languages;
  • Words: allows to filter reviews with more or less than three words;
  • Auto-translate: enables translation of reviews to the specified language;
  • Import history: we import up to 100 reviews without replies for the last 30 days. In case there are no reviews without replies left within this time span, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within last 30 days, we import up to 100 reviews regardless of dates;
  • Featured reviews only: allows to receive only reviews that were featured;
  • Disable tags: disables auto-adding tags;
  • Became worse only: allows to receive only reviews where the rating was changed to less stars;
  • Became better only: allows to receive only reviews where the rating was changed to more stars;
  • Updated reviews only: allows to receive updated reviews only.

5. Connect to AppFollow:

In case you already have an AppFollow account, enter an email and the password from that account. Otherwise, an account in AppFollow will be created automatically. Here you will receive notifications about new reviews.

Click Add Integration > Activate.

It's done!

I need two or more integrations

Add new integration to the same Zendesk app in Channel Integrations:

1. Click “AppFollow: Review Monitor” > Account > Add account.

2. In the new account pop up insert URL link to another app.

3. Choose filters for your reviews.

4. Fill in Store account details.

5. Connect to your AppFollow account. You can use the same email for all accounts. 

6. Click Add Integration. It's done!

I can’t set up the integration

You may receive an error "Failed to install app", if you try to install Zendesk application for the second time:

To add another app you need to add an account in Channel Integration.

If you still receive the error, install the Zendesk app again.

Need help? Just hit the beacon — we're here for you.

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