Can I pull version/device information from Google Play reviews into Support tickets? Follow

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7 comments

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    Joe McCarron

    Hi everyone,

    The latest version of the Google Play Reviews app has been released, including support for showing device and app info we receive from Google. This will only work on recent reviews, and please remember to refresh your browser to get the latest version of the app.

     

  • Avatar
    Hanna Smith

    Hi,

    What should we do in order to see the device info within the sidebar?

  • Avatar
    Molly VS

    Hi Hanna - Welcome to The Community!

    To view the information, you need to install the app in Zendesk support. When you have tickets created Google Play Reviews, any available information will appear in the sidebar.

  • Avatar
    Hanna Smith

    Hi Molly and thanks for your reply.

    We have already installed the Google Play app in Zendesk and we are receiving the new reviews in our Zendesk panel.

    But the problem is that I don't see the info about users' devices and it's blank.

    Are there any specific settings that I should apply?

  • Avatar
    Molly VS

    Hi Hanna!

    I don't believe there is, but I'd like to get some more information from you. I'm going to create a ticket so we can continue the conversation there. Stay tuned!

  • Avatar
    Darya Rosikhina

    Hi - Is there a way to incorporate app version into Insights reporting?

  • Avatar
    Amanda Yu

    Hi Darya,

    Unfortunately, the app version is not presently carried over into Insights. One possible workaround you may consider would involve creating a custom ticket field to capture this information (this would involve your agents manually entering this data into the ticket field from the sidebar app), and then reporting in Insights based off of the custom ticket field.

    Please note that only certain custom ticket fields are passed over into Insights. For a full list of what you can report on, check out this article: https://support.zendesk.com/hc/en-us/articles/203662446-Reporting-on-custom-fields-in-Insights-Professional-and-Enterprise- 

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