Trustpilot's Zendesk integration: Reply to reviews
Table of contents
Trustpilot's Zendesk integration: Reply to reviews
Before you can reply to reviews through Zendesk, you'll need to install our integration first.
Note: Due to caching, it can take a few minutes before your reply is visible on Trustpilot.
Sync past reviews
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In Zendesk, click the Zendesk Products icon. It's the one with 4 squares, next to your profile image. Select Admin Center.
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Expand the Apps and integrations drop-down. Under Apps, click Channel apps.
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Select Trustpilot Reviews, then click Accounts. Hover over Trustpilot account, click the wheel icon and select Edit.
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Enable the Sync unanswered reviews toggle button and select the period from which you want to sync.
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If you'd like to sync product reviews, click Include product reviews.
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Click Submit. The synced reviews will appear as new tickets under Tickets requiring your attention.
Note: Tagging, flagging, or sharing reviews are not supported with this integration. These actions can only be performed on Trustpilot Business, by going to Reviews > Service Reviews.
Reply to reviews
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In Zendesk Support, click the Home icon on the left side of the page.
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Under Tickets requiring your attention, you'll see your reviews listed as tickets. Select the one you want to reply to.
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Within the ticket, you can read the review and reply in the box provided.
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To publish your reply, Submit the ticket using the appropriate option to confirm.
Note: We only show one reply per review. So, if you write several replies in Zendesk, only the most recent one will be displayed.
Change role and group restrictions
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In Zendesk, go to your Admin Center.
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Expand the Apps and integrations drop-down. Under Apps, click Zendesk Support apps.
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Select the Trustpilot integration. Use the boxes to enable role or group restrictions, then select which groups should have access.
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Click Update.