Zendesk + Trustpilot: Automatic Feedback Service (AFS) Setup

Zendesk + Trustpilot AFS integration sends review invitation emails automatically to your customers after they make a purchase or have a service experience. When a customer purchases something from your business, you send them an order confirmation via email. You can read more about AFS here.


Here is how to set up the Automatic Feedback Service with Zendesk: 

1. Add your Trustpilot's email address as a user in Zendesk. Find your email address from Trustpilot's back-office > Get reviews > Invitation methods > Trustpilot Automatic Invitations (AFS)

2. Create a new automated business rule on Zendesk (see Zendesk guide here p.2 & p.3): Choose your conditions, for example ticket is solved & the action "Email User" in order to automatically send a notification email to your Trustpilot's mail when the conditions are met. 

3. Add the following script in the body in order to pass on the customer's information to Trustpilot: 

<!-- <script type="application/json+trustpilot">
        "recipientName": "{{ticket.requester.first_name}}",
        "recipientEmail": "{{ticket.requester.email}}",
        "referenceId": "{{ticket.id}}"
</script> -->

Follow this guide if you want to use other structured data snippets to personalize even more your invitations (ex: send invitation in different languages, add product review invitations...): Add a structured data snippet for Automatic Feedback Service

4. From the email settings, select which template you want to send to your customers & add if needed an invitation delay

Now every time a customer will fulfill the chosen conditions on Zendesk a Trustpilot's invitation will be created. You can see it from your Invitation history.

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