Trustpilot's Zendesk integration

This feature is part of the Integrate add-on module.

Get the module

Trustpilot’s Zendesk integration allows you to streamline your business’s customer service. Manage all your Service Reviews from Zendesk without logging into Trustpilot or changing your workflow. Learn how to set up and manage the integration in this article.

Note: Due to caching, it can take a few minutes before your reply is visible on Trustpilot.

Download the integration

  1. From your Trustpilot Business account, navigate to Integrations > Customer Support  > Zendesk.
  2. Click Download.

Install the integration

  1. Log into your Zendesk account. On the Zendesk homepage, click the Admin wheel icon on the left-hand side of the page.

Note: For security reasons, this integration does not allow login via Google.

  1. Under the Apps section, click Manage.

  1. If you’ve installed any version of this integration before, you must disconnect the old before connecting the new one. Hover over the integration and select Uninstall from the drop-down menu, then click Upload private app. If you’ve never used this integration before, click Upload private app.

  1. Enter an App Name, then click Choose File. Select the file you just downloaded from Trustpilot, then click Upload.

  1. On the next page, enable any role or group restrictions you’d like, then click Install.

  1. Once installed, scroll down to the Channels section on the left-hand side of the page. Click Channel Integrations, then click the Trustpilot integration icon.

  1. Under the Accounts section, click Add account. Select the domains you want to integrate with Zendesk, then click Submit. On the next page, click Allow to confirm.

Manage the integration

Once you’ve installed the integration, your Service Reviews will start appearing as tickets in Zendesk, where you can read and reply to them directly.

Note: Tagging, reporting, or sharing reviews are not supported with this integration. These actions can only be performed from your Trustpilot Business account, by navigating to Reviews > Service Reviews.

Sync past reviews

If you have open tickets with recent reviews that were posted prior to installing an updated version of the integration, you can sync these reviews to reply to them.

  1. Log into your Zendesk account. On the Zendesk homepage, click the Admin wheel icon on the left-hand side of the page.
  2. Under the Channels section, click Channel Integrations.
  3. Select Trustpilot Reviews, then click Accounts. Click on the wheel icon to the right side of Trustpilot account, and select Edit.
  4. Under Set up Trustpilot Integration, enable the Sync unanswered reviews toggle button and select the period from which you want to sync.
  5. Click Submit. The synced reviews will appear as new tickets under Tickets requiring your attention.

Reply to Service Reviews

  1. Log into your Zendesk account. On the Zendesk homepage, click the Home icon on the left-hand side of the page.
  2. Under Tickets requiring your attention, your business’s Service Reviews are listed as tickets. Select the ticket for the review you want to reply to.
  3. Within the ticket, you can read the review and reply in the box provided.
  4. To publish your reply, Submit the ticket using the appropriate option to confirm.

Note: Trustpilot only shows one reply per review. So, if you write several replies in Zendesk, Trustpilot will only display the most recent one.

Change roles and permissions

If you didn’t set roles and permissions when you installed the integration, or you’d like to change them, you can do so within Zendesk.

  1. Log into your Zendesk account. On the Zendesk homepage, click the Admin wheel icon on the left-hand side of the page.
  2. Under the Apps section, click Manage. Then click the Trustpilot integration icon.
  3. Under App details, select the boxes to enable role or group restrictions, then select which groups have access to this integration.
  4. Click Update to confirm.

Disconnect the integration

Disconnecting the integration will delete associated accounts, roles, and permissions, but will not delete ticket data, such as reviews and replies.

  1. Log into your Zendesk account. On the Zendesk homepage, click the Admin wheel icon on the left-hand side of the page.
  2. Under the Apps section, click Manage.
  3. Hover over the integration and select Uninstall from the menu.

Note: Trustpilot is not liable for any links to third party websites in this article, including the content on any other websites linked to from this article.