Reply from Zendesk
Reply from Zendesk lets your support team respond to app store reviews from the Zendesk ticket conversation. AppReviewBot reads the agent reply, checks that the review and destination are allowed to reply, and publishes the response to the App Store or Google Play through your connected store account.
This feature is for teams that already use Zendesk as their support queue and want review replies handled in the same place as ticket triage.
What agents can do
- Reply to App Store and Google Play reviews from Zendesk tickets
- Keep the review context inside Zendesk while the public response is posted to the store
- See an internal note when a reply is posted successfully
- See an internal note when AppReviewBot cannot post the reply, such as when replies are not enabled or the store account is not connected
- Avoid duplicate public replies when the same ticket receives another reply after the review already has a response
What the ticket includes
Zendesk tickets created by AppReviewBot include the review details your support team needs before replying:
- App name and store source
- Star rating, reviewer name, country, and review date when available
- Review title and body
- Links back to AppReviewBot and the source review when available
- Destination metadata that lets AppReviewBot match the Zendesk ticket back to the original review
The matching metadata is important. Reply from Zendesk only works for tickets created by AppReviewBot review alerts, because those tickets contain the identifiers needed to find the review and connected destination.
Requirements
- A paid AppReviewBot plan
- A Zendesk destination receiving review alerts
- Reply from Zendesk enabled for the app destination
- An Apple App Store or Google Play store account connected in AppReviewBot
- Reviews must belong to the connected store account
Setup
Use the detailed setup guide when you are ready to enable the feature:
If Zendesk is not connected yet, start with the Zendesk integration overview and review alerts guide:
Failure handling
When AppReviewBot cannot publish a reply, it adds an internal note to the Zendesk ticket instead of silently failing.
- If Reply from Zendesk is not enabled, the note links to the Zendesk reply setup guide.
- If the store account is not connected, the note links to the store account connection guide.
- If the review already has a reply, the note tells the agent to manage the response from the AppReviewBot dashboard.
- If a temporary delivery issue happens, AppReviewBot retries the reply in the background where supported.
Internal notes added by AppReviewBot are marked automatically so agents can distinguish system status from customer-visible replies.