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 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. 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, click the Home icon on the left-hand side of the page.
  2. Under Tickets requiring your attention, your business’s service and product 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: We only show one reply per review. So, if you write several replies in Zendesk, only the most recent one will be displayed.

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. In Zendesk, click the Admin wheel icon on the left-hand side of the page.
  2. Under the Apps section, click Manage. 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.

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.

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