Step 1: Install App

Installation Overview

Prerequisites

This guide assumes that you have a Zendesk account with a subscription to the Team, Professional, Enterprise or Elite plan, as well as a live Yext account with a subscription to our Reviews product.

Additionally, the following parameters are required in order to install this app:
1. Zendesk Subdomain
2. Zendesk Username
3. Zendesk Password
4. Admin-level access in the Zendesk account being used to authorize the app

Install Zendesk for Reviews App

Note

If you decide to toggle on the “Use Reviewer as Ticket Requester” feature based on the instructions below, you must also update your Zendesk settings to ensure Zendesk signup emails will not be sent to new customers as a response to them leaving a review.

To do so, navigate to Admin Center > People > End Users. In the Account Emails section, make sure to uncheck the “Also send a welcome email when a new user is created by an agent or administrator” option. If this is enabled, customers leaving a review with an email not recognized by Zendesk will be sent a sign up email which could lead to an unwanted customer experience.

1. Navigate to the App Directory and locate the Zendesk for Reviews app.
2. Navigate to the app listing and click Install.
3. You will be prompted to link your Zendesk account and allow Yext to configure your review workflows. Click Install on Yext.
4. This will open an OAuth window prompting you to grant authorization to your account. Click Authorize.
5. Enter your Zendesk Subdomain. You can follow the instructions here to find your subdomain.
6. Click Authorize With Zendesk.
7. You will be prompted to log in with your Zendesk credentials. The user logging in must have admin-level access to the Zendesk account. You will be redirected to the Configure Workflow screen.
8. On the Configure Workflow screen, create a name for the new workflow you’d like to create. An example could be “Negative Reviews Workflow”.
9. Next, choose the Zendesk Group that this workflow should apply to.
10. Add any filtering conditions you’d like to apply to the workflow. You can add multiple conditions if needed.
11. If you’d like the customer to be used as the ticket requester for tickets created by the app, set the Use Reviewer as Ticket Requester toggle to Yes.
12. If you have the Review Response subscription in Yext, you can choose to enable review response through Zendesk.
13. In the Yext Fields section, you may choose to map the name and email of the reviewer to custom Zendesk ticket fields. The custom ticket field must be a text field to be eligible for mapping. For example, if you have a custom Zendesk ticket text field called “Customer Name”, you could select that field to map the Reviewer Name. All future tickets created by this workflow would populate the Customer Name field on the ticket with the name of the customer who left the review.
14. If you’d like to add an additional workflow, click Save and Add Another.
15. Once you have finished creating your workflows, click Save and Done.

Respond to Reviews in Zendesk

The below steps will allow you to respond to reviews in Yext directly from Zendesk as long as Review Response is enabled in Yext for the location associated with the review.

1. Navigate to the ticket in Zendesk

2. Create a private note with the following format:

   ##- Review Response below this line -##
<Write your Response here>

3. Submit the comment. You’ll see a confirmation comment soon after notifying you if the review response successfully posted in Yext.