Helpdesk integrations

AppReply can turn reviews into support tickets in your helpdesk automatically when they match your ticket rules. Instead of manually copying negative reviews into your support system, a ticket rule does it for you. You can also create a ticket from a single review by hand. This is one-way triage: the ticket is created in your helpdesk, the conversation continues there, and the ticket’s status is shown back on the review. With Salesforce, Freshdesk, Help Scout, Front or any other helpdesk connected by email, your agent can also answer the review by replying to the ticket, and AppReply posts that reply to the store. Helpdesk connections, ticket rules, and alert channels all live together on the Integrations page. It is its own item in the Apps section of the sidebar, next to Applications and Scorecard:

How it works

When a review matches a ticket rule (for example, all 1-star reviews mentioning “crash”), AppReply creates a ticket, conversation or Case in your connected helpdesk. The ticket includes the review text, rating, app name, author, date, and any translation of the review. Rules check reviews that were posted in the store in the last 2 hours, counted from the review’s date in the store, and they run every 10 minutes. App Store reviews often reach AppReply later than that, so a rule without a topic may never see them; see Limits. A new rule does not create tickets for older reviews. To send an older review to your helpdesk, use Create ticket on the review (see below). With Zendesk or Intercom, a rule can also send its matching reviews from the past 7, 30 or 90 days, once. A rule with a Topic condition works from the moment Analytics tags the topic instead, a few minutes after the review arrives; see Filter by topic and country. You set up ticket rules directly on the Integrations page, in the Ticket rules section. You need a helpdesk connected first, since every rule targets a specific connection.

Create a ticket by hand

With a helpdesk connected, each review card for your own apps has a Create ticket button. It opens a Create Helpdesk Ticket window where you send that review to your helpdesk. Once a ticket exists, the card shows the ticket’s status instead of the button. The button is not offered on competitor reviews.

Supported providers

Connection method

Zendesk and Intercom connect through OAuth. Your helpdesk password is never stored in AppReply, and access tokens are refreshed automatically. Salesforce, Freshdesk, Help Scout, Front and other helpdesks connect by email: you paste the address your helpdesk makes tickets from and confirm it from there, and no sign-in is involved. Each connection card on the Integrations page shows the connection’s status, a Last verified time and a Verify button. Click Verify to check that AppReply can still reach your helpdesk. A connection by email that is not confirmed yet, or has an error, shows Send again instead, which emails the confirmation link again. To remove a connection, click the trash icon on the card and confirm.

Setting up ticket rules

After connecting your helpdesk, go to Ticket rules on the same Integrations page and click Create Rule. Each rule sets:

• Which helpdesk connection and, optionally, which single app it applies to. All apps also includes competitor apps you track. To avoid tickets for competitor reviews, pick a specific app. Salesforce rules always skip competitor apps.
• A rating threshold, and optional conditions such as keywords, topic, language, review length or App Store country, that a review has to match
• A ticket subject template (with placeholders like {rating} and {app_name}), plus a default ticket priority and optional tags (Salesforce rules have neither)
• A Cooldown (hours) value. AppReply creates only one ticket per review for each helpdesk connection, so a review never produces a second ticket, whatever the cooldown is set to.