If you plan to use automation rules for replying to reviews via AppFollow along with our Zendesk Native App integration, follow these steps to ensure a seamless experience:
Setting Up Automation Rules
First, set up the Zendesk Native App connection in your AppFollow account. This will automatically add the "Zendesk" workspace to your AppFollow account. You need to add the auto reply or auto tagging rules to the "Zendesk" workspace to make sure the data synchronisation between your AppFollow and Zendesk instance operates.
Choosing the Mode for Auto-Replies
You can configure the automation rules in either auto-posting mode or pending approval mode.
Auto-Posting Mode
Delayed Review Delivery:
When using auto-posting mode, there will be a 15-minute delay in sending reviews to Zendesk. This delay allows us to wait for the auto-reply to be posted so we can send both the review and the auto-reply to your Zendesk instance.
Semantic Tags:
If your automation rules rely on semantic tags, the logic will not work as intended. In this case, the review will be sent directly to your Zendesk workspace without a reply and without any delay.
Pending Approval Mode
Immediate Review Delivery:
For pending approval mode, reviews are sent to the Zendesk workspace without any delay and without auto-replies.
Preventing Double Work for Your Support Team
To ensure your support team doesn’t handle reviews that are set to be responded to with AppFollow automation, follow these best practices:
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Assigning Tag Rules:
- Make sure to wet up assigning tag rules for all cases when auto-replies rule is prompt to run for your reviews. Use a tag like “AF auto response.”
- Creating a Dedicated Group:
- Create a Zendesk group for reviews with automated responses from AppFollow.
- Set a trigger to assign tickets with the “AF auto response” tag to this group and automatically solve them (if you wish to solve them).
- Exclude all agents from this group to prevent manual intervention.
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Management Visibility (Optional):
- For management visibility, create a view for this group and include managers in this group. This ensures managers can monitor automated responses without involving support agents.
By following these best practices, you can streamline your workflow, reduce manual effort, and ensure efficient handling of reviews with automated responses.