Zendesk app: get reviews and send your responses

Updated 4 weeks ago by Mary Kulikova

Use your Zendesk account to receive and reply to user 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.

Set up for iOS and Mac apps

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 the access to replies, for example, Agents and Admins;
  •  Tick the box “Enable group restrictions?”. Choose corresponding user group (i.e. Support, Engineers, etc.);
  • Click “Install”.

6. The app installation is completed. Now you need to set up your account.
7. Go to Channel Integrations > “AppFollow: Review Monitor” > Accounts tab;

8. Click “Add account” button. In the opened pop up window fill in all fields: 

9. Type your work email in the first box. In case you already have AppFollow account, enter the password from that account. Here you will receive notifications about new reviews;

10. Copy and paste the link to your app from App Store or Mac App Store;

11. Type your Apple ID and password from App Store Connect;

12. Set up filters — what types of reviews you want to receive:

  • “Stars”: allows to receive only reviews with certain amount of stars;
  • “Words”: allows to filter reviews with more or less than three words;
  • “Auto-translate”: enables translation of reviews to the specified language;
  • “Import history”: sends all reviews made within 2 last days into the channel 

13. Click “Save Changes”. You’re done!

Set up for Android apps

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 the access to replies, for example, Agents and Admins;
  • Tick the box “Enable group restrictions?”. Choose corresponding user group (i.e. Support, Engineers, etc.);
  • Click “Install”.

6. The app installation is completed. Now you need to set up your account;
7. Go to Channel Integrations > “AppFollow: Review Monitor” > Accounts tab;
8. Click “Add account” button. In the opened pop up window fill in all fields;
9. Type your work email in the first box. In case you already have AppFollow account, enter the password from that account. Here you will receive notifications about new reviews;
10. Copy and paste the link to your app from Google Play;
11. Then you will need the data from your Google Play Console — Client ID and client secret;
12. Go to the Google Play Console > Settings > API access;
13. Find the part “OAth Clients” and click the upper link “View in Google Play Console”;
14. In the new window click the upper link “Google Play Android Developer” which leads to the page with your Client ID and client secret;
15. Copy and paste your Client ID and Client secret into the required boxes in the pop up;
16. Set up filters — what types of reviews you want to receive:

  • “Stars”: allows to receive only reviews with certain amount of stars;
  • “Words”: allows to filter reviews with more or less than three words;
  • “Auto-translate”: enables translation of reviews to the specified language;
  • “Import history”: sends all reviews made within 2 last days into the channel 

17. Click “Save Changes”. You’re done!

Set up for Amazon and Windows apps

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 the access to replies, for example, Agents and Admins;
  • Tick the box “Enable group restrictions?”. Choose corresponding user group (i.e. Support, Engineers, etc.);
  • Click “Install”.

6. The app installation is completed. Now you need to set up your account.
7. Go to Channel Integrations > “AppFollow: Review Monitor” > Accounts tab;
8. Click “Add account” button. In the opened pop up window fill in all fields:
9. Type your work email in the first box. In case you already have AppFollow account, enter the password from that account. Here you will receive notifications about new reviews;
10. Copy and paste the link to your app from Amazon or Windows Store;
11. Set up filters — what types of reviews you want to receive:

  • “Stars”: allows to receive only reviews with certain amount of stars;
  • “Words”: allows to filter reviews with more or less than three words;
  • “Auto-translate”: enables translation of reviews to the specified language;
  • “Import history”: sends all reviews made within 2 last days into the channel 

12. Click “Save Changes”. You’re done!

I already have AppFollow account

If you enter your AppFollow account email, you will need to type your password:

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 popup fill in all required fields. You can use the same email for all accounts. 

3. Insert link to another app and Store account details; 

4. Choose filters for your reviews (you can choose other languages, stars and the length of reviews);

5. Click “Save Changes”. You’re 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.

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