Skip to main content
Connect Freshdesk to AppReply so that reviews become Freshdesk tickets. AppReply emails each review to your Freshdesk support email, and Freshdesk turns it into a ticket. Your agent answers the review by replying to the ticket, and AppReply posts the reply to the store. There is no API key, no app to install in Freshdesk and no sign-in. All AppReply needs is your Freshdesk support email address.

Before you start

  • Your Freshdesk support email, for example support@yourcompany.freshdesk.com.
  • Someone who can open a ticket in Freshdesk to accept the confirmation.
Any AppReply plan can connect Freshdesk. Ticket rules need the Pro plan. Create ticket on a single review does not.

Connect Freshdesk

1

Copy your support email in Freshdesk

In Freshdesk, open Admin, then Email under Channels. On a new account the page is titled New support email and shows Your new support email address. Copy it.
Freshdesk's New support email page, with Your new support email address and a Copy link at the bottom
2

Open the connect window in AppReply

In AppReply, go to Integrations (in the Apps section of the sidebar) and click Connect in the Helpdesk connections section (or Connect your first helpdesk), then choose Freshdesk.
The Connect helpdesk window: Choose a helpdesk, with Zendesk, Intercom, Salesforce, Freshdesk, Help Scout and Front in a list that scrolls
3

Paste the address and send the confirmation

Paste the address into Freshdesk support email and click Send confirmation.
The Connect Freshdesk window: two steps that say where the support email is in Freshdesk, and the Freshdesk support email field
AppReply shows Check Freshdesk: the confirmation email arrives as a new ticket. Click Done. Freshdesk is listed under Helpdesk connections with the status Waiting for confirmation.
Check Freshdesk: We sent a confirmation email to the support address. It arrives as a new ticket: open it and press Accept. A Done button.
4

Accept in Freshdesk

In Freshdesk, a ticket arrives from AppReply with the subject Confirm AppReply reviews for this address. Open it and click Accept the integration.
The confirmation as a Freshdesk ticket: Confirm AppReply reviews for this address, with the Accept the integration link
A page asks “Send app reviews from” your workspace “to this address?”. Press Accept. The page says Confirmed. Opening the link is not enough: press Accept. The link works for 7 days.
The AppReply page behind the link: Send app reviews from AppReply to this address?, the Freshdesk address, and the Accept button
5

Check the connection

Back in AppReply, Freshdesk shows Active, with its address and a Verify button.
Helpdesk connections with Help Scout and Freshdesk connected and Active, each with its address and a Verify button
While the status is Waiting for confirmation, the card shows Send again in place of Verify. Click it to email a new confirmation link. Freshdesk sends its own “Ticket Received” acknowledgement to the sender of every new ticket. AppReply recognises it and ignores it. You can switch it off for these tickets with an automation that uses “Skip new ticket email notifications” (in Freshdesk, Admin, Workflows).

Send reviews to Freshdesk

Create a ticket rule with Freshdesk as the Helpdesk connection, or click Create ticket on a single review. Each review arrives as a ticket. The subject starts with the star rating, and the requester is the reviewer’s name. A review with no name shows as “Google Play user” (or “App Store user”, and so on).
A review as a Freshdesk ticket: the requester is the reviewer's name, and the ticket holds the reply marker line, the rating, the review text, the author, date, app version, country and language, an Open in AppReply link and the instructions for the agent
The first line of the ticket starts with ## Reply above this line ##. AppReply uses it to find your agent’s reply. Don’t delete it. For what else the email contains, see Any helpdesk by email.

Reply from the ticket

The agent presses Reply, not Note, writes the answer and sends it. AppReply posts it to the store.
  • Wait a couple of minutes after the ticket arrives. A reply that reaches AppReply within about two minutes of the review email is treated as an automatic response and is refused as too fast. If that happens, wait a little and reply again.
  • Keep the quoted original below your reply. Freshdesk adds the original message at the bottom of the reply. Don’t delete it, and don’t write the answer in a new message. AppReply finds the reply by the ## Reply above this line ## line in the quote. Without it the reply is refused: “AppReply could not tell which part of your email is the reply, because nothing AppReply sent is quoted below it.”
  • Delete the “Hi” line. Freshdesk starts every reply with “Hi” and the requester’s name, for example “Hi Sam Carter,”. That line is posted with the reply and counts towards the store’s length limit (Google Play takes 350 characters in all). The name is the reviewer’s, or “Google Play user” when the review has none, so most teams delete the line.
  • Remove any signature. Freshdesk has no signature by default. If your account has one, agents must remove it: everything above the quoted review is posted.
In AppReply, the review becomes Queued, then Replied once the store accepts it. The responder is shown as the agent’s name followed by (Freshdesk).
A review in AppReply's Reviews feed with the ticket badge Resolved and the reply Queued by AppReply dev (Freshdesk), which starts with Hi Sam Carter
To change a reply, reply again. The newer reply replaces the earlier one. Replies to Huawei AppGallery and RuStore reviews are not posted by email: answer those in AppReply. See Huawei AppGallery and RuStore.
Everything above the quoted review email is posted on the store, where anyone can read it, including the “Hi” line.

If a reply is not posted

AppReply adds a short email to the same ticket. Freshdesk shows it as an automated response from the reviewer, collapsed, with a Customer responded badge. It starts with “AppReply did not post your reply.” and says why, for example “Your reply is 447 characters. Google Play allows up to 350. Send a shorter reply.” The agent presses Reply again on the ticket and writes the corrected answer: it is posted. For every reason a reply can be refused, see Notes you may get back.

Errors and disconnecting

If Freshdesk does not accept a review email, the card shows Error and a short message that says so, for example that a review email bounced. Check the address, then click Send again and accept the new confirmation. To disconnect, click the trash icon on the card. The card warns: “Replies to review emails already sent will stop posting.” Nothing in Freshdesk is changed.

What it does not do

  • No status sync. AppReply does not see or change the ticket’s status in Freshdesk. In AppReply, the ticket is marked Resolved once a reply is queued.
  • No posting to Huawei AppGallery or RuStore by email.
  • No API connection. Only replies sent by email from the ticket count. Notes are never posted.

Set up ticket rules

Configure which reviews become Freshdesk tickets