Zendesk integration · Pro and up
Turn App Store and Google Play reviews into Zendesk tickets
An angry one star review is a support case that happens to be public. Review Expert creates Zendesk tickets from the app reviews that need follow-up, filtered by star rating and keywords, so your support team can track them alongside every other request.
Included on Pro and Enterprise · 14-day free trial · cancel anytime
What the Zendesk integration does
Each app review that matches a Zendesk destination's filters opens a new ticket in your Zendesk account.
Tickets from reviews
Tickets include the app, store, star rating, author, date, review text and a link to the review.
Tagged for your views
Tickets are tagged with the rating and store (for example rating-1, app-store) so you can build Zendesk views and triggers around them.
Public reply from Review Expert
Track the case in Zendesk and reply to the review from Review Expert so it is posted to the store.
Set up Zendesk
- 1
Connect your apps
Add App Store and Google Play apps under Apps & Businesses. Review Expert imports history, then checks for new reviews roughly every 5 minutes. - 2
Connect Zendesk
In the Review Expert dashboard, open Automation, choose Manage destinations (or Add destination) and click Connect next to Zendesk. - 3
Enter your subdomain and approve
Type your Zendesk subdomain (the "acme" in acme.zendesk.com). You are sent to Zendesk to sign in and approve access, then returned to Review Expert. - 4
Set filters
Choose a rating range and any keywords. A common start is min 1, max 2 so only negative reviews become tickets.
Filters for support teams
Zendesk destinations accept a minimum rating, a maximum rating (both inclusive) and keywords. When keywords are set, a review must contain at least one of them; matching ignores case and works inside longer words. Reviews with no text are skipped when keywords are set.
Example setups
- All negative reviews: min 1, max 2, no keywords. Every complaint gets a ticket and an owner.
- Billing problems at any rating: keywords
refund,charged,cancel,subscription. - Account access: keywords
login,password,locked out, max rating 3.
Pair Zendesk with a Slack or Teams destination using the same filters if you also want the team to see these reviews in chat.
What a ticket looks like
Example (illustrative, not a screenshot)New Zendesk ticket
[⭐] Acme Fitness - Review from Chris L.
New review received via Review Expert
Platform: App Store
Rating: ⭐ (1/5)
Author: Chris L.
Review Content:
Cancelled my trial but still got charged for a year. Want a refund.
Tags: reviewexpert, rating-1, app-store
Illustrative example with made-up data. Ticket fields may change.
Use cases
Own every negative review
Each low rating becomes a ticket with an assignee, status and history.
Billing escalations
Refund and charge complaints from reviews reach the team that can resolve them.
Close the loop publicly
Resolve the issue, then reply to the review so the user and future readers see it.
Plans
Zendesk is included from Pro: $149 per month, or $119 per month billed annually, with 4 apps and 15 team members.
| Destination | Starter | Pro | Enterprise |
|---|---|---|---|
| Price (monthly / billed annually) | $49 / $39 per month | $149 / $119 per month | $399 / $319 per month |
| Connected apps | 2 | 4 | 10 |
| Team members | 5 | 15 | Unlimited |
| Slack | ✓ | ✓ | ✓ |
| Linear | ✓ | ✓ | ✓ |
| Microsoft Teams | ✗ | ✓ | ✓ |
| Zendesk | ✗ | ✓ | ✓ |
| Webhooks | ✗ | ✗ | ✓ |
| Zapier | ✗ | Coming soon | Coming soon |
| Filters: min rating, max rating, keywords | ✓ | ✓ | ✓ |
Reviewer contact details
The App Store and Google Play do not give developers reviewers' email addresses, so tickets are for internal tracking. Your public response goes through Review Expert's reply feature.
Frequently asked questions
Connect your apps in Review Expert, then open Automation, choose Manage destinations, click Connect next to Zendesk, enter your Zendesk subdomain and approve access. Set rating and keyword filters, and matching App Store and Google Play reviews create Zendesk tickets.
It is the first part of your Zendesk address. If your help center is at acme.zendesk.com, your subdomain is "acme".
No. App store reviewers can't be emailed from Zendesk because the stores don't share their contact details. Use the ticket to track follow-up, and post the public reply from Review Expert, which sends it to the App Store or Google Play.
Zendesk is included on Pro ($149 per month, or $119 per month billed annually) and Enterprise. Starter includes Slack and Linear.
Only if you leave filters empty. Most support teams create tickets for 1 to 2 star reviews, or for reviews mentioning billing or account problems.
Turn negative app reviews into tracked tickets
Zendesk and Microsoft Teams are included on Pro. Try it free for 14 days.