App Store Reviews
Overview
Store reviews enable you to view, analyze, and reply to reviews your app receives from the marketplace, i.e., the App Store and the Play Store in a single place. All the reviews and ratings are fetched from both the stores and made available within the Apptics console.
To start analyzing the store reviews and rating within the Apptics console, you need to first link the App Store Connect account (for iOS) and Google Play Console account (for Android) with Apptics. Once you authenticate the connection, you can fetch the complete review history along with the app version data and ratings history with ratings breakdown.
This article covers steps for App Store reviews. Refer to the this article for Play Store reviews.App Store reviews and ratings
Link your App Store account to get your App Store reviews flowing to Apptics. Linking your App Store account with Apptics will allow you to:
- Get the app version data for every review.
- Fetch the complete review history for iOS apps.
- Fetch the complete ratings history and get ratings breakdown.
- Identify verified (genuine), potential spam, and deleted reviews.
- Reply to user reviews from the Apptics console.
Steps to link your App Store Connect account with Apptics
- Navigate to ASO > Store reviews.
- Click on App Store Connect tab and then click on Connect App Store Credentials.
Create App Store Connect API key
- Log in to App Store Connect and navigate to Users and Access > Integrations. In the left-hand menu, under Keys, ensure App Store Connect API is selected.
- Click on the blue plus button (+) to generate a new API key for Apptics.
- Enter a descriptive name for the key (e.g., "Zoho Apptics API Key") and select the preferred access level. For review management, choose the "Admin" or "Customer Support" role. ("Admin" role is preferred for using our upcoming features).
- Click Generate.
Note: You must have an Admin or Account Holder role to create and manage API keys in App Store Connect.
- Once the API key is generated, it will be added to the list of active keys. Since the API key file (.p8) will be available only once, ensure to click Download on the pop up to save the API key file (.p8) and copy the Key ID and Issuer ID displayed on the page later.
Note: The API key can be downloaded only once. The Issuer ID and the API key ID are also mandatory to set up the Apple Developer Portal integration in the Apptics console.
Troubleshooting tips:
- Missing "Integrations" tab: If you do not see the Integrations tab, you do not have sufficient access. Only users with Admin or Account Holder roles can create and manage API keys.
- "Request Access" button: For some accounts, an Account Holder may first need to enable API access by clicking "Request Access" within the Integrations section.
Link App Store Account with Apptics
- Navigate to ASO (AppStr) > Store reviews and select the bundle ID from the dropdown. (Eg: App Store - com.zylker.ios)
- Click on Connect App Store Credentials .
- Add the App Store Connect API key name, issuer Id, key Id, and the API key and click Save.
- Click on Add Bundle ID, select the bundle ID, and click Save.
- Once the Store reviews are enabled for the selected Bundle ID, a list of all the reviews and the respective ratings is displayed in the Apptics console.
Manage reviews for multiple apps
- Click on Configuration to add, enable, disable, and delete store reviews configuration for multiple package names. You can also link your other App Store credentials from here.
Manage reviews for multiple apps
- Click on Configuration to add, enable, disable, and delete store reviews configuration for multiple package names. You can also link your other App Store credentials from here.
Analyze App Store reviews in the Apptics console
Store reviews summary and trend analysis
- Navigate to ASO > Reviews. By default, you can view the all store reviews and ratings data from the Play Store and App Store, together in a single, unified list.
- You can also toggle and see the trend analysis chart for the reviews.
- Select the the specific bundle ID to view the list of all the reviews and ratings received only from the App Store for the selected date range.
Spam alert and deleted reviews
- Every individual review will have details of sender's user name, app version, country, and sentiment and the review type as "Spam alert" in case of spam messages and "Deleted" for deleted reviews.
Sentiment analysis and review tagging
- All the reviews are run through Zoho's own sentiment analysis and hence the listed reviews are classified as Positive, Neutral, and Negative in the Apptics console.
- You can add/remove tags to each review manually. You can also enable the option of auto-tagging
Translation
- If the review is received in a language other than English, you can translate the message for better clarity by clicking on Translate.
AI-generated replies
- You can also reply to reviews from within the Apptics console either on your own, or with AI-generated replies. Click on View thread to view the conversation with the user reflected in App Store.
App Store review analysis
You can drill down further by navigating to the individual modules under reviews to view the reviews breakdown based on various attributes like
review sentiment (i.e., positive, neutral, or negative), ratings received along with reviews, app versions, OS versions, countries, devices, tags, and categories.
Review tags
Review tagging helps you group reviews based on shared characteristics and manage them more effectively.
- AI tags - AI-generated tags that will be automatically associated to each review. You can manually remove them if required.
- Defined tags - A set of commonly used attributes as predefined tags that you can add to the reviews.
- Custom tags - You can additionally create your own custom tags and add them to related reviews to create feedback clusters.
To create and manage tags:
- Navigate to ASO > Reviews > Tags.
- Click Create new tag and a pop up will appear.
- Provide the tag name, assign tag color, and select the category to which you want to link the tag.
- Click Save and you will see the new tag listed in the Tags module.
- You will see the the list of all the review tags along with details that help you analyze the review percentage, sentiment, frequency, and trend movement for each tag.
You can also create new tags directly while adding/removing tags for a review by clicking on Add/Remove tag option > the + sign in the popup.
Categories
Categories help you bundle related review tags into categories representing broader themes, giving you a unified view of the feedback topics that users discuss most. This helps you consolidate scattered feedback and organize store reviews into structured insights that your team can use to prioritize and respond to users more effectively.
Filters for store reviews
Click on Filter and select the attributes based on which you want to filter out store reviews.
Attributes | Filtered data |
| Ratings | Reviews with star ratings 1 to 5 |
Sentiment | Positive, neutral, and negative reviews |
Reply status | Replied and unreplied reviews |
Review type | Verified, deleted, and spam reviews |
App version | Reviews for selected app versions |
Language | Reviews in selected languages |
Tags | Tags associated with the review |
Assign store reviews as support tickets
If you enable Zoho Desk integration or Zendesk integration for store reviews module, every individual store review you receive can be assigned as a support ticket in your Zoho Desk or Zendesk portal.
- You will be able to see an option as Assign to Zoho Desk/Assign to Zendesk.
- Once a support ticket is created, you will be able to see an option View ticket on Desk/View ticket on Zendesk, and when you click on it, you can provide the necessary details and assign in to the support agents in your team.
Apptics offers a deeper integration with Zoho Desk, you can learn more about it <here>.
.
Assign store reviews as bugs or tasks
If you enable Zoho Projects integration for store reviews module, you can file an indivual review as a bug in your Zoho Projects portal.
- Click on the option to Assign on Projects and a pop up will appear.
- Once you provide the necessary details, you can assign it as a bug or a task to the right person and track the progress in Zoho Projects.
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