Help Desk Integration: Configuration Guide for Reviews

This feature helps you handle the reviews and Q&A more efficiently by integrating your existing Help Desk system and leveraging existing channels of communication. This way, you can manage reviews and Q&As directly from your Help Desk system that is already familiar to your customer service team.

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.

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

The Help Desk integration interface

Configuring Help Desk integration

• To manage only escalated reviews, use auto-escalation in your Yotpo Account, or Yotpo Live Moderation
• If you direct emails to the Help Desk, Yotpo recommends that you disable review-related notifications in your Yotpo Account to prevent multiple emails
• If you want to connect more than one account to the helpdesk integration via any platform, you must submit a unique email for each account

Enabling Help Desk integration in your Yotpo account

To enable Help Desk integration:

1. From your Yotpo Reviews main menu, go to Reviews > Help Desk Settings. 
2. Toggle on the Activate Help Desk integration switch.
3. Enter the Help Desk email in the Help Desk Email field:
   • This should be your Help Desk account email address
   • If you're using Zendesk, this is your .zendesk.com email. Please refer to the note below
   • If you are not using a Help Desk, enter the email you will use for commenting or answering questions

5. Click Send Test to send a test email to the address you entered in the Help Desk Email field.
6. Click the Save Changes button at the bottom of the screen.

Disabling Help Desk integration in your Yotpo account

To disable Help Desk Integration:

1. From your Yotpo Reviews main menu, go to Reviews > Help Desk Settings.
2. Toggle off the Activate Help Desk Integration switch.

Auto Escalation

You can automatically escalate reviews and questions to your Help Desk based on the criteria you choose.

To view all escalated reviews along with the reason they were escalated, go to the moderation page and click the Escalated status.

Configuring Reviews Auto Escalation

You can auto-escalate reviews to the Help Desk based on:

• Maximum Star Rating
• Reviews flagged by the profanity filter

Auto-Escalating Reviews Based on Star Rating

To auto-escalate reviews according to star rating:

1. Select the Auto-escalate Reviews to the Help Desk at or below... checkbox
2. Select the maximum star rating in the star rating dropdown menu
3. Click the Save Changes button at the bottom of the screen

Auto-Escalating Reviews Based on Content

To auto-escalate reviews that contain inappropriate content regardless of star rating:

1. Select the Auto-escalate reviews picked up by profanity checkbox
2. Click the Save Changes button at the bottom of the screen

Configuring Q&A Auto Escalation

You can configure auto-escalation of customers' questions or answers from past customers. If there are fewer than ten past customers for this product, the question is immediately auto-escalated to the Help Desk since we don't expect to receive an answer.

Auto-Escalating Questions

To auto-escalate customer questions:

1. Select the Auto-escalate shopper's questions checkbox
2. Click the Save Changes button at the bottom of the screen

Auto-Escalating Past Customers' Answers

To auto-escalate past customers' answers:

1. Select the Auto-escalate past buyers' answers checkbox
2. Click the Save Changes button at the bottom of the screen