Zendesk App Integration

Article author
Vera Terengina
  • Updated

 

Overview

Use your Zendesk account to receive reviews and respond to them directly from Zendesk tickets. Choose which reviews you want to receive and set up Zendesk views based on AppFollow integration tags to optimize your workflow. Updated tickets allow you to keep track of ongoing conversations, so you'll always have everything you need to post a reply quickly and efficiently.

In this article, you'll learn how to add the AppFollow App to Zendesk and set up integrations to respond to reviews.


Install the AppFollow App in Zendesk

  1. In your Zendesk account, navigate to Admin > Marketplace.
  2. In the Marketplace search bar, type “AppFollow”.
  3. Choose “App Reviews by AppFollow” and click “Free”.
  4. Insert your company directory (“yourcompanyname.zendesk.com”) instead of “appfollow.zendesk.com”.
  5. Click “Install”.
  6. Fill in all of the fields in the installation window:
    • Title – enter something related to the app name or app store, especially if you plan to integrate several apps.
    • Enable role restrictions? – select the roles that will have permission to post replies. For example, Agents and Admins.
    • Enable group restrictions? – choose a corresponding user group
  7. Click “Install”.
  8. The AppFollow App has been installed. 

Now you're ready to set up integrations for all of your apps. Read on to learn how to do this.


Integrate With the App Store

  1. In Zendesk, open Channel Integrations > AppFollow: Review Monitor > Accounts.
  2. Click the "Add account" button.
  3. Add App: copy and paste the URL of the app for which you want to receive reviews and click "Next".
  4. Select Filters: customize which review you want to receive.
    • Stars – receive reviews with a specific amount of stars
    • Languages – receive reviews in certain languages
    • Words – filter reviews by those that contain more or less than three words
    • Auto-translate – automatically translate reviews to the specified language
    • Import history* – import up to 100 reviews without replies for the last 30 days
    • Featured reviews only – receive only reviews that were featured
    • Disable tags – disable Auto-tags in incoming review tickets
    • Became worse only – receive only reviews where the star rating decreased
    • Became better only – receive only reviews where the star rating increased
    • Updated reviews only – 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.
    • If you already have an active App Store Connect integration in AppFollow, click "Later". The integration is synced automatically.
  6. Connect to AppFollow:
    • If already have an AppFollow account, enter the email and password you use for that account.
    • If you don't have an account in AppFollow, it will be created automatically. 
  7. Click Add Integration > Activate.
  8. You're all set!

*Import History: 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.


Integrate With Google Play

  1. In Zendesk, open Channel Integrations > AppFollow: Review Monitor > Accounts.
  2. Click the "Add account" button.
  3. Add App: copy and paste the URL of the app for which you want to receive reviews and click "Next".
  4. Select Filters: customize which review you want to receive.
    • Stars – receive reviews with a specific amount of stars
    • Languages – receive reviews in certain languages
    • Words – filter reviews by those that contain more or less than three words
    • Auto-translate – automatically translate reviews to the specified language
    • Import history* – import up to 100 reviews without replies for the last 30 days
    • Featured reviews only – receive only reviews that were featured
    • Disable tags – disable Auto-tags in incoming review tickets
    • Became worse only – receive only reviews where the star rating decreased
    • Became better only – receive only reviews where the star rating increased
    • Updated reviews only – receive updated reviews only.
  5. Integration with the Google Play Console:
    • 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:
    • If already have an AppFollow account, enter the email and password you use for that account.
    • If you don't have an account in AppFollow, it will be created automatically. 
  7. Click Add Integration > Activate.
  8. You're all set!

*Import History: 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.

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.


Integrate With Amazon and Windows

The reply to reviews option for Amazon apps is available in beta. Please contact us via this instruction.
  1. In Zendesk, open Channel Integrations > AppFollow: Review Monitor > Accounts.
  2. Click the "Add account" button.
  3. Add App: copy and paste the URL of the app for which you want to receive reviews and click "Next".
  4. Select Filters: customize which review you want to receive.
    • Stars – receive reviews with a specific amount of stars
    • Languages – receive reviews in certain languages
    • Words – filter reviews by those that contain more or less than three words
    • Auto-translate – automatically translate reviews to the specified language
    • Import history* – import up to 100 reviews without replies for the last 30 days
    • Featured reviews only – receive only reviews that were featured
    • Disable tags – disable Auto-tags in incoming review tickets
    • Became worse only – receive only reviews where the star rating decreased
    • Became better only – receive only reviews where the star rating increased
    • Updated reviews only – receive updated reviews only.
  5. Connect to AppFollow:
    • If already have an AppFollow account, enter the email and password you use for that account.
    • If you don't have an account in AppFollow, it will be created automatically. 
  6. Click Add Integration > Activate.
  7. You're all set!

*Import History: 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.


Set up Multiple Integrations

You can add multiple integrations to the same Zendesk app. To do this, open the Channel Integrations section to add a new account.

  1. In the Channel Integration section, click AppFollow: Review Monitor > Account > Add account.
  2. Insert the URL of the app you want to add.
  3. Configure the filters for your reviews.
  4. Complete the authorization steps to connect to the required store.
  5. Connect to your AppFollow account. You can use the same email for all accounts. 
  6. Click Add Integration. 

💡 In case you would like to use Auto-replies together with the Zendesk integration, please set up the Auto-rules in your  Zendesk Workspace. This way AppFollow will collect the review, check whether or not the review can be covered with an Auto-reply, and create tickets only for those reviews that do not have an Auto-reply. Feel free to learn more about Auto-replies in this article.


Troubleshooting

Error: If you try to install the Zendesk application for the second time, you will receive the error "Failed to install app":

Solution: Instead of installing the AppFollow Zendesk App, please open the Channel Integration settings to add a new app. If the error persists, please re-install the Zendesk app.

 

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