Overview
The Usedesk integration allows you to manage app reviews alongside your customer support tickets. This helps your team track customer feedback, respond faster, and improve overall satisfaction — all without leaving Usedesk.
This is a premium feature. To get access, talk to your account manager or contact our Support Team.
Set up the integration with Usedesk
1. Open Integrations on the left menu and select an app.
2. Choose Usedesk and click Set up.
3. Copy the e-mail address from the Usedesk "Incoming connection" field:
4. Paste the email into the “Email” text field in the AppFollow account.
5. You can filter what reviews you want to receive:
To receive all reviews, keep all fields unselected.
- Only featured: receive alerts only about featured reviews.
- Became better: receive alerts only about reviews that were updated to a higher rating (for example, from 3 to 5 stars).
- Became worse: receive alerts only about reviews that were updated to a lower rating (for example, from 5 to 3 stars).
- Import History: receive reviews for the previous month. In case there were no reviews without replies within the past 30 days, we import up to 100 reviews with replies for the last 30 days. If there were no reviews for the app within the last 30 days, we import up to 100 reviews regardless of dates.
- Select languages: receive notifications only about reviews in certain languages (to receive all reviews, choose "All languages").
- Select stars: choose what review rating (stars) you want to receive (to get all reviews, check all boxes).
6. Click Add integration.
All done. You will now receive reviews in Usedesk containing the following information:
- App store
- Device model (*for Google Play only)
- Country or device language and review language
- Review word count
Reply to Reviews
If you want to reply to reviews using Usedesk, set up these integrations first:
- For iOS apps
- For Android apps
Edit replies in Usedesk
To update/edit an existing reply in Usedesk, simply send another reply to the existing ticket with the review in question. The latest reply will be sent to the store and replace the previous one.
Troubleshooting
If you cannot publish a reply, the most common issues are:
- Reply is longer than 350 characters. This is the limit set by Google Play for Android reviews. For the App Store, the maximum reply length is 5970 characters.
- Connection error. To check whether your store connection is active, please open the Source connections list in AppFollow. If the connection is not active, delete it and install a new one. Contact our Support team if you need any assistance.
- AppFollow Reply limits have been exceeded. Please double-check how many replies are included in your plan.