Using the Google Play integration

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86 Comments

  • Zac
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    Hi Max,

    Is there a character count acknowledgement yet? A while back, you had said there would be a fix to acknowledge character count by the end of the week. However, we just tried to post a review with >350 character count, and it posted to Google Play Store with the characters after 350 cut off.

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  • Max McCal
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    Hey, Zac - 

    There is one, and has been for months. We've heard a report here and there that it might not be working, but no one has provided us a repeatable example. If you're not seeing an interruption that stops you from posting with more than 350 characters, please submit to support. We need examples!

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  • Anh Le
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    Hi,
    Is there any way to import the device information from Google Play review to Zendesk? It contain useful information such as App Version, Android version, screen size...

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  • Max McCal
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    @Anh - I've mentioned it above, but this thread has gotten pretty long. We're working on that, and should be able to provide version and device info by the end of the year, or soon after. I don't think Google supplies screen size in their API, but the others shouldn't be a problem.

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  • Valerie Cooke
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    @Max I'm not seeing any interruptions when typing over 350 characters and am attaching an example below. You will see the full post within Zendesk and the actual post on Google Play Review.



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  • Zac
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    @Valerie we found that character count restriction is dependent on the Google Play Store app running in the ticket's Apps sidebar. In our case, role restrictions were enabled on the app to keep it from appearing for certain agents, and this in turn disabled the character count restriction. We now have it working.

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  • Valerie Cooke
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    @Zac We have tried with both enabled and disabled role restrictions are are still able to type above the restricted character count. We are using the latest version of the app 1.0 (updated 14 days ago).

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  • Zac
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    @Valerie, bummer. With the role restrictions disabled, were you able to see that Google Play Reviews would successfully load in the sidebar for the agent submitting the comment?

    I hope you're able to get it fixed. Zendesk Support is fantastic.

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  • Max McCal
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    Yes, the app needs to be unrestricted for it to apply the save hook in all cases. Unfortunately that's a problem with the app framework we cannot yet circumvent. We will be investigating that.

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  • Jack Elver-Fiddimore
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    Max, 

    I can see we now import reviews with the requester name "A Google User". I assume that's the solution you found for reviews that weren't being imported due to their not having a Google Account name. 

    Can you confirm this bug has been fixed and all reviews are imported now?

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  • Jack Elver-Fiddimore
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    This separate article contains updates on app features that I haven't seen mentioned here:

    https://support.zendesk.com/hc/en-us/articles/232254708-More-features-for-Google-Play

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  • Max McCal
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    Hey, Jack - 

    At present we're not aware of any bugs of that nature. Let me know if you're seeing anything, we'd be very interested in getting that resolved if you are.

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  • Tariq Mehmood
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    I don't see any place where to upload "json" file, and make this integration functional. Stuck badly.

    Can someone help me out.

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  • Jessie Schutz
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    Hey Tariq! 

    If you look at the very last section of this article, Completing your Google Play integration, you'll find the info you need. The Channel Integration page can be found by clicking the gear icon in the tool bar on the left side of your Zendesk, and looking under Channels. It should be the very last option.

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  • Hemlata Mansukhani
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    I already have Google Reviews for 30 stores. Can i link them all here?

     

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  • Scott Russell
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    Hey Max,

    Any updates on version and device info? Also, does this refer to Android version or App version-- or both?

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  • Andrew Dietrich
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    Hey Scott, as of early January we should be capturing the app version and device info in the ticket audits endpoint. It should be in an array called display_info.

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  • Scott Russell
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    Hey Andrew,

    Not sure I understand this information. Shouldn't this be something that is passed in on the ticket events/data from the comment information, such as the "star rating"?

    Thanks.

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  • Jessie Schutz
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    Hey Scott!

    What Andrew is referring to is also mentioned in this article: Can I pull version/device information from Google Play reviews into Support tickets?

    The TL;DR is that app version and device info can't be automatically pulled into Zendesk at this time. However, the information is available via our API, using the ticket audits endpoint. This means that the information is available; you just need to retrieve it manually.

    This process requires some more advanced coding knowledge, but if you or someone else in your organization have some developer skills you'll be able to figure it out! We've got lots of resources available in our Developer Portal.

     

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  • Scott Russell
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    Thanks Jessie.

    So I assume, if we can write code to pull this data-- Zendesk could do the same and include it within this feature. 

    Is this on the roadmap to be included at some point?

    Thanks.

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  • Jessie Schutz
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    Hey Scott,

    I don't know the answer to that off-hand, but Max probably would. I'll see if I can track him down and find out.

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  • Joseph McCarron
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    Hey Scott,

    I can confirm that this is on our immediate roadmap - coming soon! In fact, for your persistence, I'll share a (subject to change) sneak preview of what we plan to release in the coming weeks.

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  • Joseph McCarron
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    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 (see above screenshot). This will only work on recent reviews, and make sure you refresh your browser

    We also made two changes to save you some Apps real estate: we now hide the App on tickets that did not come from Google Play reviews, and we removed the little Zendesk link in the footer. Just some incremental changes to help improve the experience.

    In addition to those changes that are now live, we've been working on supporting edits. As you likely know, the current version of the integration does not detect updates to the customer's review and doesn't allow you to update your response. The update we're working on will bring any edits we see to the customer's review in as a new comment on the ticket, and allows you to edit your response by sending a new comment back. We're looking for a few of you to test out this beta functionality so if you're interested please fill out this application form. Note that we'll only be accepting 10 accounts, and adding accounts will be a manual process so please be patient and expect a delay.

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  • Scott Rosenlof
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    Help!  

    Everytime I try to attach my .json file and click on save, nothing happens.  It's not creating the account.  I'm not getting any error messages.  It just doesn't save.

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  • Rebecca
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    Hi Scott!

    Sorry to hear you're having some trouble with this! This article does not go too in-depth on the process of generating a correct json file for upload. I would recommend double checking the json file generated following the steps outlined in this article that focuses on the Google Developer Console side of things: Channel integrations: Set up the Google Developer console for the Google Play integration

    If after going through this article, the json upload still fails, please submit a request to support@zendesk.com so our Support team can take a look into this with you!

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  • Felix Hartkopf
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    Hi Rebecca and Joe McCarron,

    Do you know the estimated release date of the version 1.1 yet?

    Is something similar planned or available for the Apple App Store?

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  • Joseph McCarron
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    Hi Felix,

    What are you looking for from a 1.1 version? We've unfortunately failed at incrementing the version numbers in the past so even though it shows 1.0 we've made a number of updates.

    We do not have plans to provide something similar for the Apple App Store because we simply cannot. Apple does not provide the necessary APIs to allow any external (non-Apple) software provider to interact with App Store reviews. We'd love to see this from Apple but haven't heard any confirmation that they plan to offer the necessary APIs.

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  • Gabriel Scott
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    Is there a trick to seeing the device information? I've installed this for a couple of our apps and there is no device info included. Thanks.

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  • Erick Martinez
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    Is there a limit to how many apps I can set up? This integration feature would be great if it could support 100+ apps and not just one.

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  • Jessie Schutz
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    Hey Erick!

    I know that you can support multiple apps but I'm not sure whether there's a limit or not. I'm going to check with our Product team and see what I can find out!

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