You can link your Zendesk account to your Verified Reviews account. This connection allows you to track and manage your reviews directly from your Zendesk ticketing space.
Thanks to our application integration, the actions you perform in Zendesk (publishing, reporting, replying, etc.) will be directly synchronized with your Verified Reviews moderation space.
Only the reporting reasons validated by AFNOR will be available from your Zendesk account.
Only reviews with the pending moderation status will appear in your Zendesk interface. Therefore, you must first configure your moderation threshold and words to watch accordingly.
Step 1: Verified Reviews - Zendesk Synchronization
- Once logged into your Verified Reviews account, go to the left sidebar
Review display, then Applications.
- Click on the Zendesk application.
- Enter your Zendesk account credentials: email and login.
- Test the connection with your Zendesk account and then save.
You can connect your Verified Reviews and Zendesk accounts using a token. Follow the steps below to do so.
Connecting via API Token
Enable API Token Access
API token access is disabled by default. You need to enable it from your Zendesk Admin Center.
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From the Zendesk Admin Center, click on
Apps and integrations in the left sidebar. Then select API and Zendesk API.
- In the Settings tab, enable token access.
Generate an API Token
To generate an API token, you must be a Zendesk admin and have token access enabled in your Zendesk account.
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From the Zendesk Admin Center, click on Apps and integrations from the left menu. Then select: API and Zendesk API.
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Click on Add API token next to Active API tokens.
The token is generated automatically and displayed like this:
- (Optional) Enter a description for your API token.
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Copy the token and save it securely.
After clicking Save, the window will close, and the full token will no longer be displayed.
- Click Save to return to the Zendesk API page. If you open the token again, only a truncated version will be visible.
- Once the token is generated, return to your Verified Reviews account, go to the left sidebar
Step 2: Zendesk - Verified Reviews Synchronization
Install and configure the Verified Reviews app:
- Log in to your Zendesk account.
- Go to Admin, then Apps and Marketplace, and search for the Verified-Reviews app.
- Click Install.
- Once the Verified Reviews app is installed, fill in the following fields:
- Verified Reviews domain: enter the URL you use to log in to your Verified Reviews account. For example: https://www.avis-verifies.com, https://www.verified-reviews.co.uk, https://www.opiniones-verificadas.com, etc.
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Website ID and secret key: Retrieve them from the left menu of your Verified Reviews account:
Account management, My account, then Integration codes.
If you're using Shopify, you’ll need to contact our team to obtain your secret key.
Multilingual Setup in the Verified Reviews App
- If you have multiple Verified Reviews accounts in different languages, follow the connection steps from Step 1: Verified Reviews - Zendesk Synchronization for each of your accounts!
- Then configure the Zendesk app as shown in Step 2: Zendesk - Verified Reviews Synchronization for each account as well. This ensures proper connection and synchronization between Zendesk and each Verified Reviews account, allowing centralized management of reviews from different platforms.
Example FR account:
- Title: Verified-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.
Example UK account:
- Title: Verified-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.
Handling Reviews in Zendesk
Transmitting Reviews from Verified Reviews to Zendesk
When a customer submits a brand or product review, the associated data (such as the review, the rating, the author’s name, and other relevant information) is automatically transferred to Zendesk.
This information is automatically transmitted from Verified Reviews to Zendesk using the API.
The review details are logged as an internal note within the created ticket.
Replying to and managing reviews
The reviews submitted by your consumers now appear in your Zendesk space under 4 statuses : published, pending, under moderation, or rejected.
Reviews under moderation require your action and block the publication of all new reviews submitted!
To do this:
- Open a Verified Reviews ticket. You will then see the Applications section appear in the right-hand menu.
- You can report or publish the review; but also hide your exchanges so that they are not visible on your widgets or your certificate.
- Click Publish for manual publication (all reviews are automatically published after 7 days).
- You must always reply to a review before being able to report it and access the reporting reasons : type your reply in the dedicated part of Zendesk and then send it as a public reply.
- Once the reason is chosen and the review reported, our moderation team will quickly accept or reject your request: if accepted, the review is rejected and the consumer is invited by email to modify it. If the reporting is rejected, the review will be published, and you will be notified by email.
When you reply to a consumer, they are notified by email.
You can report a review from Zendesk within 3 months of the customer submitting it. After that, we recommend accessing the review management space in your Verified Reviews account directly to use the reporting option.
Sending Replies from Zendesk to Verified Reviews
Once the reviews have been processed in Zendesk, the results are directly synchronized with your Verified Reviews account: left-hand side menu Review Management.
This ensures consistency across both platforms and allows our platform to display up-to-date information!
Replies sent to reviews from Zendesk to Verified Reviews are transmitted via the API, using your website ID and secret key to ensure secure communication.
The review responses appear instantly on your Verified Reviews account.
Zendesk Chatbot Integration on the Review Request Form
You can display your Zendesk support Chatbot to consumers who fill out your review request form.
It is even possible to trigger it based on the 5-star rating they give. So, if a customer selects a low rating, you can immediately offer them help:
- Once logged into your Avis Vérifiés account, go to the left-hand side menu
- Click on the Zendesk application.
- Go to the Zendesk chat application section and enable Zendesk Chat:
- Then enter your Zendesk account key and select the rating that will trigger the Chatbot display:
Possible errors
If the connection doesn’t work, you need to check Verified Reviews and Zendesk.
This issue can be found in the cron logs ‘cron_script_avis_etats’ via the error Couldn’t authenticate you.
- Go to the left-hand menu of Verified Reviews
- Check the Zendesk section and verify the connection type (token or password).
- If you are using the token to connect to Zendesk: check if the API is enabled in Zendesk. Enable it if it isn’t, then copy/paste the generated token value before saving the settings again and re-testing the connection.
- The connection should automatically be restored and the reviews pending processing will correctly sync to Zendesk.
If you have connected several platforms (e.g. ES/IT/FR), you will need to use one Zendesk application per platform (and configure it with the same domain and login).
If the error that appears on the right side of Zendesk is “Error , review can’t be found”, you need to check the Zendesk configuration
- Check the website_zendeskapp table and retrieve the idCustomField and idTrigger.
- Check that there is indeed a trigger with the same idTrigger, as well as a ticket with the same idCustomField in the website_zendeskapp configuration. Test URL: https://domain.zendesk.com/agent/admin/triggers/idTrigger + https://domain.zendesk.com/agent/admin/objects-rules/tickets/ticket-fields/idCustomField
- If the customField doesn’t exist, you will need to create it and link it to the trigger.
- On the notify target, set the idVente (to retrieve brand reviews and display the netreviews_Id in the ticket fields): {"idVente":"{{ticket.ticket_field_45574685}}"} => {"idVente":"{{ticket.ticket_idCustomField }}"}
If you have configured multiple platforms: the Trigger IDs and custom fields are set up one per client account and therefore for each verifiedreviews application on Zendesk.
In Zendesk, a Target (now called Webhook) allows sending data to an external tool. In this case, the Target sends Zendesk ticket information to Verified Reviews (NetReviews).
Check the existence and configuration of the Target:
- Go to:
https://domain.zendesk.com/admin/apps-integrations/targets/targets - Look for a Target named NetReviews.
- Make sure it is not disabled and that the configuration is correct:
Title: NetReviews
URL: https://www.avis-verifies.com/index.php?action=act_zendesk_api&source=zendesk&id={{ticket.id}}
Attribute Name: params
Check the link between the Target and a Trigger:
- Go to:
https://domain.zendesk.com/admin/objects-rules/rules/triggers/idTrigger - Make sure a Trigger actually calls this NetReviews Target.
- The Trigger is the rule that determines when the Target should be used (for example, when a ticket is solved).