App Store Reviews Extension - Zoho Desk Knowledgebase

App Store Reviews for Zoho Desk Extension

Building a successful app requires you to continually gather customer feedback. Only your customers can truly tell you what they need from your app. However, gathering input is not enough on its own. Whether the feedback is positive or critical, replying to customer reviews is a crucial step to improving customer satisfaction. It is also a great way to foster a strong relationship between you and your mobile customers. This extension helps you manage your app feedback better. It helps you create tickets out of App Store reviews—making it easy to track them from inside Zoho Desk.

  1. Due to authentication constraints, agents can only view but not reply to App store reviews from Zoho Desk.

Key Features
  1. Send app reviews to the relevant team by mapping departments within Zoho Desk to related apps in the App Store
  2. Choose to track all reviews of a particular app on a single ticket or create a separate ticket for each review
  3. Since Zoho Desk provides connections to the App Store as a Channel, you will be able to set up automation, create reports, and much more on created tickets.

Installing the Extension
The App Store Reviews extension can be installed from the Zoho Marketplace or your Zoho Desk account.

To install the extension:
  1. Log in to your Zoho Desk account with Administrator privileges.
  2. Click the Setup icon (  ) in the top bar.
  3. Under Marketplace, click All.
  4. Search for 'App Store Reviews' in the search bar on the right-hand side of the screen.
  5. Select the App Store Reviews for Zoho Desk extension and click Install.
  6. Click Install on the Confirm Installation window.
    You will land on the 
    General Settings page.

  7. On the General Settings page, do the following:
    1. Select the department where you would like to create tickets from user reviews.
    2. Select the channel type or enter a new channel that represents such tickets.
      Note: Entering a new channel name will automatically add it to the Channel field. 
    3. Specify the profiles whose agents can access this extension.
    4. Agree to the Terms of Use.
    5. Click Install.
  8. Click Authorize in the pop-up window to activate the extension.
  9. Click Accept to allow Zoho Workflow to access data in your Zoho Desk account.
    You will land on the 
    Preference page.

  10. On the Preference page, do the following:
    1. In the search box, type the name of the app you're looking for and click Enter.
    2. Select the app from the suggestions. The app settings panel will appear.

    3. Select the department where you would like to create tickets from this app.
    4. Select whether you want to track all reviews of a particular app on a single ticket (App as Ticket) or create a separate ticket for each review (Reviews as Tickets).
    5. Click Save.

  11. Voila! You are now ready to track the app's reviews as tickets in Zoho Desk.

Tracking App Store Reviews
You will begin to receive all new reviews as tickets in your help desk. You can click the via App Store Reviews for Zoho Desk link at the top of the ticket to log into your App Store Connect account and leave a reply. Meanwhile, here's how a ticket created from a review will look like:

Uninstalling the Extension
You can uninstall the App Store Reviews for Zoho Desk extension at any time. Once uninstalled, your agents cannot track app reviews from inside Zoho Desk.

To uninstall the extension:

  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click All under Marketplace.
  3. In the Marketplace page, select the Installed Extensions tab.
  4. Choose App Store Reviews for Zoho Desk from the list of extensions.
  5. Click the More Actions icon (  ) at the upper-right corner of the App Store Reviews extension setup page.
  6. Select Uninstall Extension.
  7. Click Confirm to uninstall the extension.

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