Using the Google Play integration

Zendesk has an integration to transform Google Play Store reviews into Zendesk Support tickets, allowing Google Play developers to respond to reviews through the Zendesk Support platform. The Zendesk Google Play integration can fetch up to 200 reviews every two minutes (or 6,000 per hour). If your Play Store app receives more than 200 reviews in a two-minute window, only the first 200 are fetched. Moreover, agents can reply 500 times per day by default. This is due to limitations in the Google Play Store API.

Note: You can only synchronize Google Play reviews with Zendesk that were created after you set up the integration.

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 includes the following sections:

• Installing the Zendesk Google Play integration
• Setting up your Google Play app and account
• Completing your Google Play integration

For general information on channels, see About Zendesk Support channels.

Note: When an agent responds to a ticket via Google Play, their agent signature is not applied. Manually add any important information in the signature to the agent's comment.

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

1. Go to the Google Play Reviews app in the Zendesk App Marketplace.
2. Read the description, then click Install.
3. If prompted, select the Zendesk account to install the app, then click Install.
4. View or edit the installation information if needed, then click Install.

Setting up your Google Play app and account

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 the app and your account
• Upload the JSON file provided

This section includes basic instructions on performing these tasks.

To configure your Google Play app

1. Log in to the Google Play Publish page.

   https://play.google.com/apps/publish

2. Click Settings in the left sidebar, then click API Access.
3. Click the Create new project button to enable your API and link it to the Google API console.
4. Click the Create Service Account button, and follow the instructions using a JSON key type.
5. When the JSON file is finished downloading, return to the Google Play publish page and click Done on the modal.

To configure your Service Account

1. On the Google Play Publish page, click the Grant Access button in your new Service Account.
2. Select the Reply to reviews permission for your app.
3. Click the Add User button.

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

1. In Admin Center, click Apps and integrations in the sidebar, then select Apps > Channel apps.
2. Click the Google Play integration link.
3. Click the Accounts tab.
4. Click Add account.
5. Give your account a name, and enter the app ID.
6. Upload the JSON file downloaded when you created your Service Account.
7. Click Save Changes.