Helpdesk integrations

AppReply can automatically create support tickets in your helpdesk when reviews match your escalation rules. Instead of manually copying negative reviews into your support system, escalation handles it for you. Helpdesk connections, escalation rules, and alert destinations all live together on the Integrations page — its own item in the Apps section of the sidebar, next to Applications and Scorecard:

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How it works

When a review matches an escalation rule (for example, all 1-star reviews mentioning “crash”), AppReply creates a ticket or conversation in your connected helpdesk. The ticket includes the review text, rating, app name, and a link back to the review in AppReply. You set up escalation rules directly on the Integrations page, in the Escalation rules section — you need a helpdesk connected first, since every rule targets a specific connection.

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Supported providers

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Connection method

All helpdesk integrations connect through OAuth via Nango, a third-party integration platform. This means your helpdesk credentials are never stored directly in AppReply. Nango handles token management and refresh.

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Setting up escalation rules

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

• Which helpdesk connection and, optionally, which single app it applies to
• A rating threshold (and optional additional conditions) 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
• A cooldown, in hours, before the rule can fire again