If you're used to using Zendesk within your organization, you have the option of linking your Verified Reviews account to it, to make it easier to process the brand and product reviews you've collected.
This configuration allows reviews to be routed to your Zendesk account for processing, and exchanges are then synchronized with the Verified Reviews back-office.
This article explains the procedure for setting up this functionality.
Activation procedure
Step 1: Synchronize Verified Reviews > Zendesk
1/ Log in to your Verified Reviews account.
2/ From the Verified Reviews menu, go to "Reviews" then "Applications".
3/ Enter your Zendesk account login details (email and login)
4/Test the connection with your Zendesk account then Save.
💡 It is important to note that the connection between your Verified Reviews account and your Zendesk account can be achieved via a token. Please follow the steps provided in the section entitled "Establish connection with Token" to perform this procedure.
Setting up connection with Token
✔️ Enabling API token access
API token access is disabled by default. You must enable API token access in the Administration Center of your Zendesk account.
- In the Administration Center, click
Applications and integrations in the sidebar, then select API > API Zendesk. - In the Settings tab, enable token access.
🔌 Generating an API token
- In the Administration Center, click Applications and integrations in the sidebar, then select API > API Zendesk.
- Click on the Add API Token button to the right of Active API Tokens.
The token is generated and displayed.
- (optional) Enter a description for the API token.
- Copy the token and paste it in a safe place.
⚠️ Once you click Save to close this window, the full token will never be displayed again.
- Click Register to return to the Zendesk APIs page. If you click on the token to reopen it, you'll see a truncated version.
Once the token has been generated, mplease return to your Verified Reviews account, then access the "Display reviews" and "Application" section. Change the password connection type to Token according to the instructions provided.
Step 2: Synchronizing Zendesk > Verified Reviews
1/ Installing the Verified Reviews app
Please follow these steps to install the Verified Reviews app on your Zendesk account:2/ Configuring the Verified Reviews app
Multilingual configuration in the Verified Reviews app
If you have several Verified Reviews accounts on different platforms such as FR, IT, ES and UK, you need to follow the login steps in the "Verified Reviews >. synchronization" section; Zendesk" for each of your accounts.
Next, perform the configuration in the Zendesk application of the "Synchronization Zendesk > Avis Vérifiés" section for each individual account. This will ensure proper connection and synchronization between Zendesk and each Verified Reviews account, enabling centralized management of reviews from different platforms. Here's an example:
For FR :
- Title: Verifed-Reviews FR
- Domain: https://www.avis-verifies.com
- Website ID: To be filled in from your Verified Reviews account.
- Secret key: To be filled in from your Verified Reviews account.
For UK:
- Title: Verifed-Reviews UK
- Domain: https://www.verified-reviews.co.uk
- Website ID: To be filled in from your Verified Reviews account.
- Secret key: To be filled in from your Verified Reviews account.
Review processing on Zendesk
1/ Transmission of Verified Reviews reviews to Zendesk
When a consumer submits a brand or product review, the associated data, such as the review, the rating assigned, the author's name, and other relevant information, is automatically transferred to Zendesk. This transmission of review information is automated from Verified Reviews to Zendesk through the use of the API
Transmitting the review from Verified Reviews to Zendesk triggers the opening of a new ticket in your Zendesk account, integrating the status of the review and the associated rating. This is part of the Zendesk ticket management process.
The details of the review are recorded as an internal note within the ticket created.
2/ Moderating notices on Zendesk
Once the ticket is created in Zendesk, the corresponding notice is accessible in the Zendesk interface, offering teams the opportunity to process it. This process can include responding to reviews, resolving reported issues, etc.
In the "Application" section of the left-hand menu of your Zendesk account, you have the ability to report, publish and hide exchanges (responses) made, whether by yourself or the consumer.
It is important to note that an e-mail notification is sent to the consumer as soon as you respond to their review.
3/ Transmission of responses from Zendesk to Verified Reviews
Once the reviews have been processed in Zendesk, the results are synchronized with the Verified Reviews back-office. This ensures consistency between the two platforms and enables Verified Reviews to display up-to-date information.
Responses to reviews from Zendesk to Verified Reviews are transmitted via the API, using your website identifier and secret key to ensure secure communication.
It should be noted that the feedback from the review to your Verified Reviews account is instantaneous.