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Using the Google Play integration



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Max McCal

Zendesk Product Manager

Edited Jan 19, 2024


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33 comments

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Jacob the Moderator

Zendesk LuminaryCommunity Moderator

Is there any warning before submitting a text that breaches the character limit?

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Jacob the Moderator

Zendesk LuminaryCommunity Moderator

@... You should be able to see that from the side-bar app that is shown on these tickets.

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How can I separate Google Play or AppStore rating into 1star, 2 star,3 star, 4 star, 5 star in Zendesk dashboard?

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Jacob the Moderator

Zendesk LuminaryCommunity 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.

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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!

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Andrei Kamarouski

Community ModeratorThe Wise One - 2021

Hi @...

There is a workaround (it is not recommended, but can be used with caution). 

Andrei Kamarouski
Zendesk ExpertPythia Co-Founder

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Thank you, Andrei!

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@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

Zendesk LuminaryCommunity 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.

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Is this only capture rating with comment?

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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


 

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Nara

Zendesk Customer Care

Hi Alba, you are correct in that at this time, the integration only captures ratings with comments as tickets

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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?

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Anne Ronalter

Zendesk Customer Care

Hello Anais,

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/ 

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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? 



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Arianne Batiles

Zendesk Customer Care

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!

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Where can I find the APP ID for step 5 under To configure your Google Play integration? 

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    Anne Ronalter

    Zendesk Customer Care

    Hello,

    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?
     

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    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?

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    Kristie Sweeney

    Zendesk Documentation Team

    Hi Tommy, thank you for reporting this! I updated the steps in the article. If you need anything else, please don't hesitate to reach out to Zendesk Customer Support.

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    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!

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    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.

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    Mark K.

    Zendesk Customer Care

    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.

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    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.

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    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? 

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    Mike DR

    Zendesk Customer Care

    Hi Gina!
     
    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.

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    We followed these steps and got the error message “Service Account JSON file does not properly authenticate." Any advice on how to troubleshoot? 

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    Gabriel Manlapig

    Zendesk Customer Care

    Hi Nicole, 
     
    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!
     

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    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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    Hi! I've got the same error that says: Service Account JSON file does not properly authenticate.

    Any advice?

     

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