Reply from Freshdesk – Setup Guide

This guide walks you through enabling Reply from Freshdesk so you can reply to app store reviews directly from Freshdesk without opening the AppReviewBot dashboard.

Requirements

• Paid plan – Reply from Freshdesk is only available on a paid AppReviewBot plan.
• Developer account connected – The corresponding developer account must be connected in AppReviewBot.

• Reviews from developer account – The app's reviews must be coming from the connected store account.

Step 1: Confirm store account and plan

1. In the AppReviewBot dashboard, go to Billing from the sidebar and confirm you are on a paid plan.
2. Make sure you have your store account connected.

Step 2: Confirm your Freshdesk account

There are two ways to connect AppReviewBot with your Freshdesk account

1. With Subdomain and API key from AppReviewBot
2. Using our AppReviewBot app from Freshdesk Marketplace.

Since for "Reply from Freshdesk" feature we need to have AppReviewBot installed we will be showing how to do that in this guide

Install the ARB app in Freshdesk

1. Install from the Freshdesk Marketplace

Go to the Freshdesk Marketplace, search for AppReviewBot, and install it into your Freshdesk account.

2. Enter your Freshdesk API key

After installation, the app will prompt you to provide your Freshdesk API key. Enter it and click "Install" to authorize the connection.

3. Account and destination creation

Once the API key is accepted, AppReviewBot will automatically:

• Create an account tied to your Freshdesk user's email (if one does not already exist).
• Create a Freshdesk destination linked to that account.

4. Configure the app

After installing the app and providing the API key, you will find the AppReviewBot in Left Sidebar below Admin Icon. Click on it to see the Configuration Screen

On the configuration screen, set up the app to match your needs:

• Under Review Filters, add the filtering rules according to your need.
• Under App Selection, add the apps whose reviews you want to receive as Freshdesk tickets. A subscription will be created automatically for each selected app.
• Toggle AI Draft Reply and configure it depending on how you want the AI draft replies generated and added as internal notes on each ticket. 5. Save your settings

Once you have finished configuring, click Save Settings. The setup is complete and reviews will start appearing as tickets in your Freshdesk dashboard.

Setup Complete

Once connected, app store reviews will appear as tickets in your Freshdesk dashboard.

Replying to reviews in Freshdesk

1. Open the Freshdesk dashboard and click on a review ticket.
2. You will see the review details in the ticket.
3. You can either type your own response OR use AI Draft Reply in the internal note that is created by AppReviewBot.
4. From Right sidebar look for AppReviewBot app icon and click on it to open AppReviewBot sidebar.
5. In the AppReviewBot sidebar, click Reply to Review, type your response, and click Submit.
6. Your reply will be posted directly to the App Store!

You will also see the internal note in the ticket being updated with the reply and other metadata after successful posting of reply to app store

Conclusion

There you have it. Now you can reply to reviews without needing to leave Freshdesk at all!