How to set up the Trusted Shops Zendesk Integration?

If your organisation uses Zendesk to manage customers’ support requests and feedback, you can integrate the eTrusted review platform from Trusted Shops into your Zendesk environment.

How it works

Once installed and properly set up, your Trusted Shops Zendesk Integration can ease these tasks for you:

  • At first you determine which reviews you want to get notified about: All ratings or only those below three stars, for instance.
  • Once set up, our app will automatically create tickets for reviews matching your criteria and direct them to the responsible service team.
  • Right from within Zendesk you can react to reviews by publishing a response on your review profile.
  • In addition, reporting reviews that violate our terms of use is an easy task, too.

With our app you will not only save time. You will also have just one system to use for support requests, feedback, and reviews. This way you will always keep the overview and won’t miss to react to a review again.

You will need:

  • Admin rights in Zendesk.
  • The Trusted Shops app for Zendesk which is available as a downloadable zip file.
  • Client ID and Client Secret to authenticate (to request your credentials, contact us at members@trustedshops.com).

App download + Installation

The current version of our app needs to be installed manually. At a later point it will be available for download in the Zendesk Marketplace.

In Zendesk, go to the Admin section by clicking on the gear wheel (⚙️) at the bottom of the main navigation. Under Apps, click on Manage > Upload private app:

Zendesk_setup_01.png

  1. Enter a name for the app and click on Choose File. Select the zip file you have downloaded from us and press Upload:

    Zendesk_setup_02a.png

  2. Confirm the upload once again after reading about potential risks:

    Zendesk_setup_02b.png

  3. Once the app is uploaded to Zendesk you can see its details. Enter the Client ID and Client Secret we sent you and press Install to complete the installation:

    Zendesk_setup_02c.png

Establish the connection to your Trusted Shops channel(s)

  1. After installation you find the Trusted Shops App for Zendesk under Channels > Channel integrations within the Admin section. Click on the gear wheel (⚙️) at the right of the app entry and select Edit:

    Zendesk_setup_03.png

  2. In the edit view switch to the Accounts tab and click on Add account:

    Zendesk_setup_04.png

  3. Enter a name for your integration and once more the Client ID and the Client Secret we sent you. The name you enter will be shared with Trusted Shops and is used to identify your company. Press Connect to establish the connection to your Trusted Shops data.

    Zendesk_setup_05.png

  4. In the next step you can see a list of all of your channels.

    1. Please select the channels you would like to manage from within Zendesk.
    2. Now select all the star ratings for which you want tickets to be created. Any selection is possible.

    If you would like to have different teams work on bad and good ratings, for example, or if you would like to differentiate between your channels, that is possible, too. To establish a workflow in which tickets are assigned to dedicated teams, please set up one account per use case.

  5. Finally enter the number of reviews you would like to import from your eTrusted account. This number can be between 1 and 50. Tickets will be created accordingly. By importing at least one review you can test the function of the app instantly without having to wait for a new review to come in.

  6. Click "Save" once everything is set up to your preferences.

    Zendesk_setup_06.png

Congratulations!

You have successfully set up your Trusted Shops App for Zendesk. Starting now tickets will be created for incoming reviews that match the criteria you configured.

How to proceed?

Use the known Zendesk functions to manage your Trusted Shops review tickets and implement them into your established workflows.

In these articles, you can learn how to use the Trusted Shops Zendesk integration, how to assign ticket, and how to use the built-in analytics options:


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