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 covers the following topics:
For general information on channels, see About Zendesk 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 the Google Play Reviews app in the Zendesk App Marketplace.
- Read the description, then click Install.
- If prompted, select the Zendesk account to install the app, then click Install.
- View or edit the installation information if needed, then click Install.
Setting up your Google Play account and app
After you have installed the Google Play integration, you'll need the following to connect it to Zendesk Support:
- A Google Play Developer account.
- An app you created and published in the Google Play app store. For information on app development, see Android for Developers.
Once your app is published, you need to:
- Configure your account and the app
- Upload the JSON file provided
This section includes basic instructions on performing these tasks.
To configure your Service Account
- Navigate to the Google Cloud Console.
- Select an existing project or use the following steps to create a new one:
- Click CREATE PROJECT.
- On the New Project page, enter the app name under Project name.
- Select a Location.
- Click CREATE. You are redirected to the Service Accounts page.
- Click + CREATE SERVICE ACCOUNT.
- Choose a name for your Service Account, then click CREATE AND CONTINUE.
- Click the Role drop-down menu and select Owner.
- Click Continue, then click Done. You are redirected to the Service Accounts page.
- Search for the newly created Service Account in the search text box and click the link in the Email column.
- Click the Keys tab > ADD KEY > Create new key.
- Select JSON as the Key Type, then click Create. A JSON file downloads to your device.
To configure your Google Play app
- Navigate to the Google Play Console.
- Click Users and permissions in the left sidebar.
- Click Invite new users.
- In the User details field on the Invite user page, enter the email address of the newly created Service Account and set an access expiry date.
- Under the Permissions section, click Add app and select the app to grant the Service Account user permission, then click Apply.
- You are presented with a list of permissions you can grant your user. Different permissions will be automatically selected depending on the role you choose. We recommend keeping the default permissions for the selected role, making sure the Reply to reviews permission is selected.
- Click Apply, then click Invite User.
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
- In Admin Center, click
Apps and integrations in the sidebar, then select Apps > Channel apps.
- Click the Google Play integration link.
- Click the Accounts tab.
- Click Add account.
- In the App Name field, give your account a name (it can be any name).
- In the App ID field, enter the ID for your app, which can be found in the Google Play Developer Console.
- Upload the JSON file downloaded when you created your Service Account.
- Click Save Changes.
33 comments
Jacob the Moderator
Is there any warning before submitting a text that breaches the character limit?
1
Jacob the Moderator
@... You should be able to see that from the side-bar app that is shown on these tickets.
1
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
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
Hi @...,
There is a workaround (it is not recommended, but can be used with caution).
Andrei Kamarouski
Zendesk Expert, Pythia Co-Founder
0
Alina R
Thank you, Andrei!
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Sylwia Bischof
@Jacob Christensen - you wrote above You should be able to see that from the side-bar app that is shown on these tickets (Question was Is there any warning before submitting a text that breaches the character limit?) - which app is this exactly?
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Jacob the 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?
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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
0
Anais
Qin Brian is 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
I assume you mean the Google Play Reviews App which is to find in our Marketplace.
Here you can find the link:
https://www.zendesk.com/marketplace/apps/support/86800/google-play-reviews/
0
Sam
Hey everybody,
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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
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 under To configure your Google Play integration?
0
Anne Ronalter
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
Tommy
Hello,
We see the following when navigating to Settings > API access on our Google Play Publish page.
This article needs to be updated, which is preventing us from integrating our Google Play account. How do we proceed from the point depicted in the screenshot?
2
Kristie Sweeney
0
Katharina Huber
Hi, I proceeded as mentioned in the description. Unfortunately, I failed in the last step. When I add the account in Zendesk and select the JSON file, fill in everything and try to save it, I get the error message "Service account JSON file does not allow proper authentication" - what could be the reason for this? Can anyone help me?
Thank you very much!
0
Candice Klarich
Katharina Huber I'm currently on day 16 of dealing with this, hopefully it'll be resolved soon so that it won't take as long for you or others.
0
Mark K.
Hello Katharina Huber,
I'm sorry to hear that you're experiencing issues with the installation of the integration.
This issue requires a more in-depth investigation, and I can see that you've taken the correct step by opening a ticket with Zendesk Support regarding this issue.
0
Candice Klarich
Katharina Huber for "App ID" when adding the account, that's the application ID from Google Play store for your app (visit the app on the Play Store in a browser and you'll see the app ID in the URL). Not the Zendesk App ID.
0
Gina
Hi All, I am also receiving the authentication error when loading the JSON file as per below screenshot. Can anyone please advise what the issue is?
0
Mike DR
Kindly check your App Name and App ID. Just need to made sure that it matches the “App Name and App ID” on your Google Play Developer Console> Application
It is also important to confirm that you haven't disabled your Google Play Android Developer API. Just access https://console.developers.google.com/apis/api/androidpublisher.googleapis.com to enable it, then restart the process. Let the action take a few minutes to propagate our systems if you recently enabled this API, then try again.
0
Nicole Rinker
We followed these steps and got the error message “Service Account JSON file does not properly authenticate." Any advice on how to troubleshoot?
0
Gabriel Manlapig
It seems that you have already submitted a ticket for this concern and waiting for your response. Please continue to work with our Advocacy Team and followup on ticket #12492510. Thank you!
0
Olha Udachyna
Hi, I got the same error as many people before: Service Account JSON file does not properly authenticate. What can be wrong? I have not found any info about this error, it seems to be known though
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Emine Capkinoglu
Hi! I've got the same error that says: Service Account JSON file does not properly authenticate.
Any advice?
0