# Summary Critical app reviews can now surface as tickets in Zendesk or Intercom. Define conditions (rating, keywords, language), and matching reviews appear in your helpdesk automatically. Your support team lives in Zendesk or Intercom. Your app reviews live in the app stores. When a 1-star review describes a real bug or a billing problem, someone has to notice it, copy the text, and create a ticket manually. Or more likely, nobody does, and the review sits there. Today we're connecting those two worlds. AppReply now creates helpdesk tickets from app reviews that match conditions you define. Your support team sees critical reviews in the tool they already use, without checking another dashboard. ## What this does (and doesn't do) Let's be clear about how this works. App store reviews are not like support emails. Reviewers are anonymous. You can't start a conversation thread with them. You get one public reply, and that's it. So this integration is not a two-way support channel. It's a **visibility layer**. When a review matches your conditions, a ticket appears in your helpdesk with the full review text, star rating, app name, and a link back to AppReply. Your team discusses it internally, investigates the issue, and when they're ready, comes back to AppReply to post the reply. Ticket status syncs back automatically. When your team marks a ticket as resolved or closed in Zendesk or Intercom, that status shows up on the review in AppReply. So you always know which flagged reviews have been handled and which are still waiting. Think of it as a triage system: the helpdesk ticket coordinates the internal response. The app store reply happens in AppReply. ## Why this matters Most negative reviews don't need a support ticket. A user who says "needs dark mode" gets an AI-generated reply acknowledging the feedback. Done. But some reviews describe problems your team needs to investigate. A crash after an update. A payment that went through but the subscription didn't activate. A user locked out of their account. These reviews need someone to look into the actual issue before replying, and that investigation usually happens in your helpdesk, not in a review management tool. Without this integration, those reviews get lost between tools. With it, they show up as tickets automatically, with enough context for your team to start investigating right away. ## How to set it up ### Connect your helpdesk Go to **Integrations** in your dashboard. You'll see the Helpdesk Connections section with a **\+ Connect** button. Integrations page showing the Helpdesk Connections section Click **Connect** to choose your helpdesk provider. Connect Helpdesk modal with Zendesk and Intercom options - **Zendesk**: Enter your subdomain, then authorize via OAuth. No API keys needed. - **Intercom**: Authorize via OAuth and select which admin should appear as the ticket creator. AppReply verifies the connection is working before saving it. ### Create routing rules Rules define which reviews become tickets. You can filter by: - **Rating**: only reviews at or below a threshold (e.g., 2 stars or less) - **Keywords**: specific words or phrases in the review text - **Language**: reviews in a particular language - **Review length**: minimum character count to filter out one-word reviews - **App**: scope rules to specific apps or apply them across all Rules combine with AND logic. For example: "1-star reviews in English with more than 50 characters for my iOS app." You also configure: - **Ticket priority**: maps to your helpdesk's priority levels - **Tags**: for routing and reporting inside your helpdesk - **Subject template**: customize the ticket subject line - **Cooldown period**: prevents duplicate tickets if a reviewer updates their review ### What happens next Every 10 minutes, AppReply checks for new reviews matching your rules. When a match is found, a ticket is created with: - Full review text (translated into your team's language if you have translation preferences set) - Star rating and reviewer name - App name and platform (Google Play, App Store, Samsung, Huawei) - A direct link to the review in AppReply Ticket status syncs back every 30 minutes, so you can track which reviews have been handled without switching tools. ## Zendesk details Full support for Zendesk's priority levels, tags, and custom subjects. Tickets link directly to your Zendesk agent view. All Zendesk statuses sync back: new, open, pending, hold, solved, and closed. ## Intercom details Tickets are created as admin messages, keeping your Intercom inbox organized. Statuses (open, snoozed, closed) sync back to AppReply. ## How it fits together This is the third layer of the workflow. Automation rules handle the volume: AI replies to reviews that match your criteria. Routing rules handle the exceptions: reviews that describe real problems become helpdesk tickets for investigation. Alert rules handle awareness: your team gets notified in Slack or Telegram. Each layer handles a different kind of review, and they work together. A 1-star review about a crash might get an AI-drafted reply acknowledging the issue, a helpdesk ticket for your engineering team to investigate, and a Slack notification to your product lead. All automatic, all from the same review. ## What's next This is the first step for the helpdesk integration. Today it gives your team visibility into critical reviews where they already work, with status syncing back so nothing falls through the cracks. **The next step is replying to reviews directly from your helpdesk**, so your team never has to switch tools at all. That's on the roadmap.