Help Desk Integration: Configuration Guide for Reviews

Goals and Outcomes

This feature allows you to manage reviews and Q&A more efficiently by integrating Yotpo with your existing Help Desk system. By routing review and Q&A activity into a tool that your customer service team already uses, you can streamline workflows and respond from a familiar environment.

You can use the Help Desk in one of two ways, according to your requirements:

• Managing all reviews and Q&A via your Help Desk.

• Managing only escalated reviews and Q&A via your Help Desk.

• Escalated reviews are reviews that are either forwarded by a Moderator to the Help Desk or auto-escalated according to the criteria you set.

• For information on Live Moderation, see the Yotpo Live Moderation article.

• Escalated Q&A are questions that didn't receive an answer from the community or are auto-escalated.

When the feature is enabled, relevant reviews and Q&A (either escalated or all) are directed to the Help Desk email as a regular ticket.

By replying to the email in the Help Desk, in the correct format, the Help Desk user will be able to publish a review, post a comment, or answer a question without leaving the Help Desk. You'll need to provide the target Help Desk Email address for reviews or Q&A Emails.

Using Salesforce Service Cloud?
If you're using SFSC, please contact our support team for assistance with the integration.

How It Works

1. A customer writes a verified product review or asks a question.

2. This escalated review or Q&A receives a unique “reply-to” email address, for example, reply‑01fe0aac6c504f121bcb70e17a6af129@yotpo.com.

3. The escalated review or Q&A is forwarded to the Help Desk address that you define.

4. By replying to the emails and adding text to the appropriate text sections, you can perform actions without leaving the Help Desk system. For example, Help Desk users can publish a review, comment on a review, or answer a question.

5. When you comment or answer, the reviewer/asker receives an email with your reply.

Tip

You can read the Help Desk Integration User Guide for more information.

Getting Started

The Help Desk Integration Interface

Configuring Help Desk Integration

• To manage escalated reviews only, use auto-escalation in your Yotpo Account, or Yotpo Live Moderation

• If you direct emails to the Help Desk, Yotpo recommends disabling review-related notifications in your Yotpo account to prevent duplicate emails.

• If you want to connect more than one account to the Help Desk integration on any platform, you must provide a unique email address for each account.

Note

Remember to save your changes after configuring the Help Desk integration.

Enabling Help Desk Integration in Your Yotpo Account

You can access the Help Desk settings in two ways:

1. From your Yotpo Reviews main menu, click on Settings at the bottom left of your screen.

   

2. In the left-hand menu, click Help Desk Settings.

3. Select the Activate Help Desk Integration checkbox.

4. Enter the Help Desk Email where escalated reviews and Q&A will be routed.

   • This should be your Help Desk account email address.

   • If you're using Zendesk, this is your .zendesk.com email (the one visible under “via” in ticket correspondence).

     

   • If you are not using a Help Desk, enter the email you will use for commenting or answering questions.

5. Scroll to the Auto-Escalation section and choose which reviews or Q&A to auto-escalate by selecting any relevant checkboxes:

   • Reviews flagged by profanities

   • Shopper questions

   • Past buyers’ answers

   • Reviews at or below a selected star rating

6. Click Save Changes.

7. (Optional) Click Send Test to confirm the address receives emails.

Disabling Help Desk Integration in Your Yotpo Account

To disable the Help Desk integration:

1. From your Yotpo Reviews main menu, go to Reviews > Help Desk Settings.

2. Click on the Activate Help Desk Integration checkbox to deactivate it.

3. You have successfully deactivated the Help Desk feature for your store.

Auto Escalation

Auto escalation automatically forwards selected reviews and Q&A to your Help Desk based on the rules you configure. This allows your support team to manage specific review and Q&A cases directly from your Help Desk system.

As outlined in the Help Desk Integration Interface section, you can configure auto escalation rules for:

• Reviews flagged by the profanity filter.

• Shoppers' questions.

• Past buyers' answers.

• Reviews at or below a selected star rating.

All auto escalation settings are managed in Settings > Help Desk Settings. Below are the available options and how to activate each one.

Auto-escalating Reviews Picked Up by the Profanity Filter

To auto-escalate reviews that contain inappropriate language:

1. Go to Settings > Help Desk Settings.

2. Select the Auto-escalate reviews picked up by profanity filter checkbox.

3. Click Save Changes.

Auto-escalating Shoppers' Questions

To automatically escalate questions submitted by shoppers:

1. Go to Settings > Help Desk Settings.

2. Select the Auto-escalate shoppers' questions checkbox.

3. Click Save Changes.

Auto-escalating Past Buyers' Answers

To automatically escalate replies submitted by past buyers:

1. Go to Settings > Help Desk Settings.

2. Select the Auto-escalate past buyers' answers checkbox.

3. Click Save Changes.

Auto-escalating Reviews Based on Star Rating

To automatically escalate reviews with a lower star rating:

1. Go to Settings > Help Desk Settings.

2. Select the Auto-escalate reviews at or below the star rating of… checkbox.

3. Choose the maximum star rating you want to trigger escalation.

4. Click Save Changes.

Viewing Escalated Reviews

To view all escalated reviews and their reasons for escalation, go to the Manage Reviews article.

Manual Escalation Using Live Moderation

If you prefer to escalate reviews manually, you can do this through Live Moderation. In this case, you do not need to enable auto escalation.