Trustpilot's Zendesk integration: Reply to reviews

This feature is included in the Standard plan

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With our Zendesk integration you can easily streamline your business’s customer service. Manage all your service and product reviews from Zendesk without logging into Trustpilot or changing your workflow. Learn how to reply to reviews here.

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

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. In Zendesk, click the Zendesk Products icon. It's the one with 4 squares, next to your profile image. Select Admin Center.
  2. Expand the Apps and integrations drop-down. Under Apps, click Channel apps.
  3. Select Trustpilot Reviews, then click Accounts. Hover over Trustpilot account, click the wheel icon and select Edit.
  4. Enable the Sync unanswered reviews toggle button and select the period from which you want to sync.
  5. If you'd like to sync product reviews, click Include product reviews.
  6. 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

  1. In Zendesk Support, click the Home icon on the left side of the page.
  2. Under Tickets requiring your attention, you'll see your reviews listed as tickets. Select the one 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: 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 

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

  1. In Zendesk, go to your Admin Center.
  2. Expand the Apps and integrations drop-down. Under Apps, click Zendesk Support apps. 
  3. Select the Trustpilot integration. Use the boxes to enable role or group restrictions, then select which groups should have access.
  4. Click Update.

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