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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.

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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. Escalation rules are configured as part of your auto-reply actions. You define which reviews should be escalated and to which helpdesk provider.

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Supported providers

Zendesk

Create Zendesk tickets from app reviews. Requires a Zendesk subdomain and OAuth credentials.

Intercom

Create Intercom conversations from app reviews. Requires OAuth credentials and a default requester email.

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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, configure escalation rules in your auto-reply actions to start routing reviews. See Escalation rules for details on setting conditions like rating thresholds, keywords, and cooldown periods.
Helpdesk integrations require an active paid subscription.