The Zendesk Reviews app connects Yext Reviews to your Zendesk account. When a review comes in that matches your configured criteria, the app automatically creates a Zendesk ticket. If you have Review Response enabled in Yext, your team can also respond to reviews directly from Zendesk by adding a private note to the ticket.

Requirements

• A Zendesk account with a Team, Professional, Enterprise, or Elite plan
• A Yext account with a Reviews subscription
• Admin-level access to the Zendesk account used to authorize the app
• Your Zendesk subdomain, username, and password

Before you install: If you plan to enable the Use Reviewer as Ticket Requester option, update your Zendesk settings first to prevent welcome emails from being sent to reviewers. Navigate to Admin Center > People > End Users and uncheck Also send a welcome email when a new user is created by an agent or administrator. If this setting is left on, customers who leave a review with an email address not recognized by Zendesk will receive an unexpected sign-up email.

Install the App

1. Navigate to the Yext App Directory and locate the Zendesk for Reviews app.
2. Click Install, then click Install on Yext.
3. Click Authorize in the OAuth window that appears.
4. Enter your Zendesk subdomain. See Where can I find my Zendesk subdomain? if you are unsure where to find it.
5. Click Authorize With Zendesk and log in with your Zendesk credentials.
6. On the Configure Workflow screen, enter a name for the workflow.
7. Select the Zendesk Group this workflow should apply to.
8. Add any filtering conditions you want to apply. You can add multiple conditions.
9. If you want the customer who left the review to be the requester on the Zendesk ticket, set Use Reviewer as Ticket Requester to Yes.
10. If you have Review Response enabled in Yext, set Enable review response through Zendesk to Yes.
11. (Optional) In the Yext Fields section, map the reviewer's name and email to custom Zendesk ticket text fields.
12. Click Save and Add Another to configure additional workflows, or click Save and Done to finish.

Respond to Reviews from Zendesk

If review response is enabled, respond to a review by adding a private note to the ticket in this format:

##- Review Response below this line -##
Your response text here

After you submit the comment, a confirmation note appears indicating whether the response posted successfully in Yext.

Custom Zendesk Triggers

The app automatically configures the necessary webhook and trigger in your Zendesk account. If you customize your Zendesk webhooks or triggers, make sure the following requirements are still met for the integration to work:

• A webhook must exist that sends a POST request to https://www.yext.com/apps/zendeskreviews/ticketupdated?subdomain={{your subdomain}}
• A trigger must fire when a ticket is updated and the comment text contains ##- Review Response below this line -##, sending a POST request to the webhook above with a body containing "ticket_id": "{{ticket.id}}"