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Using the Google Play integration

Max McCal
  • Edited
Zendesk Product Manager
Zendesk has an integration to transform Google Play Store reviews into Zendesk Support tickets, allowing Google Play developers to respond to reviews through the Zendesk Support platform. The Zendesk Google Play integration can fetch up to 200 reviews every two minutes (or 6,000 per hour). If your Play Store app receives more than 200 reviews in a two-minute window, only the first 200 are fetched. Moreover, agents can reply 500 times per day by default. This is due to limitations in the Google Play Store API.
Note:You can only synchronize Google Play reviews with Zendesk that were created after you set up the integration.

When responding to a Google Play review, the character reply limit is 350 characters. If that limit is exceeded, Zendesk automatically truncates the message to 350 characters.

This article includes the following sections:

For general information on channels, seeAbout Zendesk Support channels.

Note:When an agent responds to a ticket via Google Play, their agent signature is not applied. Manually add any important information in the signature to the agent's comment.

Installing the Zendesk Google Play integration

To use the Google Play integration, you'll need to install the app from the Zendesk Marketplace. When the installation is complete, the app is added to the My Apps section of your Zendesk Support apps page in Admin Center.

To install the Google Play integration

  1. Go to theGoogle Play Reviewsapp in theZendesk App Marketplace.
  2. Read the description, then clickInstall.
  3. If prompted, select the Zendesk account to install the app, then clickInstall.
  4. View or edit the installation information if needed, then clickInstall.

Setting up your Google Play app and account

After you have installed the Google Play integration, you'll need the following to connect it to Zendesk Support:

Once your app is published, you need to:

  • Configure the app and your account
  • Upload the JSON file provided

This section includes basic instructions on performing these tasks.

To configure your Google Play app

  1. Log in to theGoogle Play Publish page.
    https://play.google.com/apps/publish
  2. ClickSettingsin the left sidebar, then clickAPI Access.
  3. Click theCreate new project按钮,使你的API和链接Google API console.
  4. Click theCreate Service Accountbutton, and follow the instructions using aJSONkey type.
  5. When the JSON file is finished downloading, return to the Google Play publish page and clickDone在模态。

To configure your Service Account

  1. On theGoogle Play Publish page, click theGrant Accessbutton in your new Service Account.
  2. Select theReply to reviewspermission for your app.
  3. Click theAdd Userbutton.

Completing your Google Play integration

Now that you have your Google Play app and account configured, return to your Zendesk Support admin page and finish configuring your integration.

To configure your Google Play integration

  1. InAdmin Center, clickApps and integrationsin the sidebar, then selectApps > Channel apps.
  2. Click theGoogle Playintegration link.
  3. Click theAccountstab.
  4. ClickAdd account.
  5. Give your account a name, and enter the app ID.
  6. Upload the JSON file downloaded when you created your Service Account.
  7. ClickSave Changes.
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    18 Comments

    • Jacob the Moderator
      Community Moderator

      Is there any warning before submitting a text that breaches the character limit?

      0
    • Jacob the Moderator
      Community Moderator

      @...You should be able to see that from the side-bar app that is shown on these tickets.

      0
    • Qin Brian

      How can I separate Google Play or AppStore rating into 1star, 2 star,3 star, 4 star, 5 star in Zendesk dashboard?

      0
    • Jacob the Moderator
      Community Moderator

      Hi Qin Peng,

      You can create a custom field, or simply add tags, and have a trigger for each star reverie add that field value (or tag). You can use a condition for the subject containing the star ratings, at ticket creation. Hope that makes sense.

      0
    • Alina R

      Hello,

      Is there a way to set up a trigger with auto response to negative reviews? We tried action ''email user'' ''current user'' but it's not working because, of course, there's no email.

      Thanks in advance for your advice!

      0
    • Andrei Kamarouski
      Community Moderator
      The Wise One - 2021

      Hi@...,

      There is aworkaround(这是not recommended, but can be used with caution).

      Andrei Kamarouski
      Zendesk Expert,PythiaCo-Founder

      0
    • Alina R

      Thank you, Andrei!

      0
    • Zattoo Europe

      @Jacob Christensen - you wrote aboveYou should be able to see that from the side-bar app that is shown on these tickets (Question wasIs there any warning before submitting a text that breaches the character limit?)- which app is this exactly?

      0
    • Jacob the Moderator
      Community Moderator

      Hi Sylwia,
      I see the comment track here looks a little fragmented, and it's been a while since I've used the Google Play Reviews app from Zendesk marketplace.
      I don't recall if it does show a warning if the character limitation is exceeded, some spots are able to prevent submission in these cases.
      With the app installed, you should see a sidebar app with review details shown when on a review ticket.

      I hope this helps.

      0
    • Alba Syachbana

      Is this only capture rating with comment?

      0
    • Peter J

      Can we filter or attach a tag to tickets through google play using the info passed on from google play to Zendesk. Does anyone have any workaround?
      Attaching a screenshot for reference


      0
    • Nara
      Zendesk Customer Care
      Hi Alba, you are correct in that at this time, the integration only captures ratings with comments as tickets
      0
    • Anais

      Qin Brianis mentioning App Store reviews but I can't find the integration on the Zendesk Marketplace. Could someone send me the link, please?

      0
    • Anne Ronalter
      • Edited
      Zendesk Customer Care
      Hello Anais,

      I assume you mean the Google Play Reviews App which is to find in our Marketplace.

      Here you can find the link:
      //www.ying8.net/marketplace/apps/support/86800/google-play-reviews/
      0
    • Steve
      • Edited

      Hey everybody,

      I keep running into an error message when trying to respond to Google Play Reviews.

      Ticket events don't really tell me anything. Does anybody know the best things to check when this occurs?



      1
    • Arianne Batiles
      Zendesk Customer Care

      Hi Steve,

      I'd like to take a closer look at your account. I created a ticket on your behalf, and I’ll continue to assist you from there. Kindly check your email for updates. Thank you!

      0
    • Hebah Boigny

      Where can I find the APP ID for step 5 underTo configure your Google Play integration?

        0
      1. Anne Ronalter
        Zendesk Customer Care
        Hello,

        you can find the App ID in the URL.

        More details can be found here:
        How can I find an app ID in my Zendesk instance?

        0

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