Using the Google Play integration

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86 Comments

  • Jessie Schutz
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    Hi Erick, just following up here. I was able to confirm that you can support multiple apps, but supporting as many apps as you mentioned will probably cause performance issues. Can you tell us more about your use case?

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  • Felix Hartkopf
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    Hey Joe McCarron,

    Thank you for your reply.

    We are using the Play Store addon now, but we are missing the feature, that the replies of the user will be updated in Zendesk. Is there a way to interact with a user after first contact?

    Thank you in Advance.

     

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  • Joseph McCarron
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    Hey Felix, we just released that functionality to all accounts two days ago. Before that, it was in a limited beta program. Have you seen any edited reviews since then? They should come in as a new comment now.

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  • Felix Hartkopf
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    @Joe McCarron: Yes, thanks. Its real time saver. Great job.

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  • Chris Fassano
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    In the channel integrations menu there is an option called "import recent reviews". What's considered to be recent? Trying to get an idea of what our volume would be if I enable that option.

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  • Jessie Schutz
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    Hey Chris! Sorry for the delayed response here. It took sometime to find the answer to your question. :)

    Based on everything I'm reading, Google will pull the 100 most recent reviews. Let me know if you have any other questions!

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  • Widianti Ramadhani
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    Hi, i just integrated my apps to Zendesk. Where can i see the information of app version used by the reviewer? All i can see only their device, OS version, and device language. Is there any way i can see my app version used by the reviewer also on the zendesk? Thanks!

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  • Nicole - Community Manager
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    Hey Widianti - 

    Welcome to the Zendesk Community! Yes, you can see the app version. Check out this article for more information on that, and let us know if that answers your question or if there's more we can help with. 

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  • Kevin Ly
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    Hi there,

    Would we be able to add other agents from the developer consoles approved permission list to answer and reply back to reviews? We have a team in place, but we're a fairly new startup company, and are having issues getting them access. 

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  • Jessie Schutz
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    Hi Kevin! Welcome to the Community!

    This is an interesting question, but I don't know enough about the Play integration to be able to answer it. I'm going to check if any of our Community Moderators have any knowledge that might be helpful here!

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  • Kevin Ly
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    Thanks a million, Jessie! We have lost our Json, and had to regenerate. Will this affect any of the current configuration? I'm thinking yes, because these will be two different json files, but would like your input. 

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  • Jessie Schutz
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    Hey Kevin!

    I haven't the foggiest idea what would happen here...I'm going to get someone more familiar with the integration to help you out with this!

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  • Andrew Dietrich
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    Hi Kevin,


    You do not need to reupload the service account JSON ever again, so theoretically if you are already set up then losing the JSON file is not a huge issue. If you ever uninstall the integration and need to reinstall it, you'd need to generate a new service account. That should be the only consequence I can think of.

    As for further reply staff: The agents would need to have seats in Zendesk to make use of the channel framework reply function. If you can't add that many seats, your developers can always reply directly from the play.google.com developer page. Though note that any replies made that way will not be pushed into Zendesk tickets. For example, say a review is left and Zendesk makes a ticket from it:

    1. Ticket is created.
    2. Developer leaves a response in play.google.com.
    3. Agent in Zendesk opens the ticket; they will only see the initial review.
    4. Agent responds to the ticket. The comment is pushed out to the reviews page and overwrites what the developer wrote.

    Ultimately I would suggest you to either work entirely out of Zendesk or entirely out of play.google.com, but not use both at the same time so you don't double up on replies.

     

    I hope this is helpful -- let me know if you have any further questions!

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  • Le Giang Anh
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    Hi,

    Is there any way to send the Zendesk -> Slack notification channel for the this Google Play integration only? I'd like to have a different Slack channel for review & rating tickets.

    Thanks,
    Anh

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  • Terry
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    Hi Anh,

    You can use a trigger and the condition "integration account" to specify any tickets created via the Google Play store and send a notification to slack.

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  • Le Giang Anh
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    Hi Terry,

    It still send the notification to the same channel with other tickets.

    Thnaks,
    Anh

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  • Terry
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    Hi Anh,

    You will want to configure a new Slack Target which will require making a new Incoming webhook from your Slack admin page. 

     

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  • Le Giang Anh
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    Hi Terry,

    Could you please provide the JSON content to display the Google Play rating as the default integration (Star, comment, ticket number)?

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  • Terry
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    Hi Anh,

    I am going to open a ticket so we can work on this privately, I will follow up shortly by email.

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  • hello
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    I followed the steps to connect with GP successfully, but there is no datas of DEVICE AND VERSION, which is really important for us. How could I do?

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  • Molly
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    Hi there, thanks for reaching out!

    The latest release of the Google Play Reviews app now supports device and app information received from Google. This information will only display within the sidebar app. Alternatively, you can use the API to pull up that information via the ticket audits endpoint in the display_info object.

    Let us know if you have any other questions!

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  • Le Giang Anh
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    Hi Molly VS. Most of us are not developers. Do you have the plan to let us use these info directly on custom fields?

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  • Molly
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    Hi Le Giang Anh,

    Totally understood! I don't know of any plans to add that at this time, but you're welcome to suggest it in our Product Feedback Forums

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  • Stephan
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    There was a comment posted here in mid 2016 about the limitation to 350 characters in Google Play comments, where Max McCal claimed, this was fixed and counted in the response now. Do we miss something, or was it removed again. It happens rarely, but sometimes we cross the limit without getting any warning or note by Zendesk. 

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  • Jessie Schutz
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    Hi Stephan!

    I'm not aware that anything changed there, so I'm going to check with our Support team to see what we can figure out. Stand by!

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  • Ricky Davis
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    Stephan,

     

    Thank you for bringing this to our attention! I am creating a ticket for you so we can get further into the issue you are experiencing.

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