For support teams
Answer every app review from one inbox
Bring App Store and Google Play reviews together, reply without switching consoles, escalate the hard ones to Zendesk, Slack or Microsoft Teams, and see whether the team is keeping up.
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App reviews are a support queue nobody owns
A 1-star review that says “charged twice, no response from support” is a support ticket, just in public. Yet in many teams reviews sit outside the help desk: someone checks App Store Connect now and then, someone else checks Play Console, and nobody knows how many reviews went unanswered last month.
Review Expert gives app reviews the basics every support queue needs: one list, filters, assignment by routing, replies from the same place and metrics to show how you're doing.
Built for working the queue
Unified inbox
Both stores in one table, synced roughly every 5 minutes. Filter by rating, platform and date.
Replies posted to the store
Write a reply and it goes to the App Store or Google Play through the official API. Update existing replies too.
Zendesk tickets (Pro+)
Open tickets for reviews matching your filters. See Zendesk.
Escalation rules
Rating ranges and keywords such as "refund", "charged" or "can't log in" decide where each review goes.
Response metrics
Response rate and average response time on the dashboard, for any period.
Roles for the whole team
Owners and admins set up apps and routing; every agent can read and reply.
A support workflow for app reviews
- 1
Connect the apps
An admin adds the iOS and Android apps under Apps & Businesses. Review Expert imports history and existing replies, so already-answered reviews are marked. - 2
Route by urgency
In Automation, choose Manage destinations and click Connect next to each tool. A typical setup is in the table below. - 3
Work the inbox daily
Filter to 1–2 star reviews first and answer those without a reply, then work through the rest. Replies are posted to the store. - 4
Review the numbers weekly
Check response rate and average response time for the week alongside the rating distribution.
| Destination | Filter | Purpose | Plan |
|---|---|---|---|
| Zendesk | Max rating 2 + keywords "refund", "charged", "cancel" | Ticket for billing follow-up | Pro+ |
| Slack #app-reviews | Max rating 2 | Team visibility of problems | Starter+ |
| Microsoft Teams | Keywords "crash", "bug", "error" | Hand-off to engineering | Pro+ |
Writing replies that help
- Acknowledge the specific problem in the first sentence. Generic thanks reads as a bot.
- Give a next step: a fix version, a workaround, or a support address.
- Mind the limits: 350 characters on Google Play; about 6,000 on the App Store, though shorter is better.
- Reply again after a fix. App Store customers are notified of your response and may update their review.
Our response templates and guide to responding to App Store reviews have examples.
AI reply drafts are coming soon
Draft suggestions and auto-reply rules are in development. Today replies are written by your agents.
Plans for support teams
Zendesk and Microsoft Teams are on Pro ($149/month, or $119/month billed annually) with 4 apps and 15 team members. Larger teams can use Enterprise ($399, or $319 annually): 10 apps, unlimited members and webhooks. If you only need Slack, Starter ($49, or $39 annually) works. See pricing.
Frequently asked questions
Not yet. AI reply drafts and auto-reply rules are coming soon. Today agents write replies in Review Expert and they're posted to the App Store or Google Play through the official Apple and Google APIs. You can also update a reply you already posted.
Yes, on Pro and above. In the Review Expert dashboard, open Automation, choose Manage destinations, click Connect next to Zendesk and approve access. Reviews matching that destination's filters (minimum rating, maximum rating, keywords) create tickets.
No. Zendesk tickets are for follow-up and tracking. The public reply to the store is written in Review Expert, which posts it through the store's API.
Neither Apple nor Google gives developers reviewers' contact details. Your public reply is the channel, so include a support link or email in it when follow-up is needed.
Response rate and average response time sit on the dashboard alongside total reviews, average rating and rating distribution, for any date range.
Every role. Workspaces have owner, admin and reviewer roles; owners and admins manage apps and destinations, and everyone can read and reply.
Yes, set by the stores. Google Play replies are limited to 350 characters. App Store responses can be much longer (about 6,000 characters), but short, specific replies work better on both.
Give app reviews a proper queue
Try Pro free for 14 days to connect Zendesk and Microsoft Teams. Cancel anytime.