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.
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
- Go to theGoogle Play Reviewsapp in theZendesk App Marketplace.
- Read the description, then clickInstall.
- If prompted, select the Zendesk account to install the app, then clickInstall.
- 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:
- AGoogle Play Developer account.
- An app you created and published in the Google Play app store. For information on app development, seeAndroid for Developers.
Once your app is published, you need to:
- Configure the app and your account
- Upload the JSON file provided
本节包括基本本月ructions on performing these tasks.
To configure your Google Play app
- Log in to theGoogle Play Publish page.
https://play.google.com/apps/publish
- ClickSettingsin the left sidebar, then clickAPI Access.
- Click theCreate new project按钮,使你的API和链接Google API console.
- Click theCreate Service Accountbutton, and follow the instructions using aJSONkey type.
- When the JSON file is finished downloading, return to the Google Play publish page and clickDoneon the modal.
To configure your Service Account
- On theGoogle Play Publish page, click theGrant Accessbutton in your new Service Account.
- Select theReply to reviewspermission for your app.
- 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
- InAdmin Center, clickApps and integrationsin the sidebar, then selectApps > Channel apps.
- Click theGoogle Playintegration link.
- Click theAccountstab.
- ClickAdd account.
- Give your account a name, and enter the app ID.
- Upload the JSON file downloaded when you created your Service Account.
- ClickSave Changes.
18 Comments
Is there any warning before submitting a text that breaches the character limit?
@...You should be able to see that from the side-bar app that is shown on these tickets.
How can I separate Google Play or AppStore rating into 1star, 2 star,3 star, 4 star, 5 star in Zendesk dashboard?
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.
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!
Hi@...,
There is aworkaround(it isnot recommended, but can be used with caution).
Andrei Kamarouski
Zendesk Expert,PythiaCo-Founder
Thank you, Andrei!
@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?
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.
Is this only capture rating with comment?
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
Qin Brianis mentioning App Store reviews but I can't find the integration on the Zendesk Marketplace. Could someone send me the link, please?
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/
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?
嗨史蒂夫,
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!
Where can I find the APP ID for step 5 underTo configure your Google Play integration?
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?
Pleasesign into leave a comment.