---
title: "Help Desk Integration: User Guide for Reviews"
slug: "help-desk-integration-user-guide-for-reviews"
tags: ["WooCommerce", "Shopify", "Salesforce Commerce Cloud", "Volusion", "Shopify Plus", "Adobe Commerce (Magento)", "Reviews ", "Custom", "BigCommerce"]
updated: 2023-09-18T10:11:29Z
published: 2023-09-18T10:11:29Z
canonical: "support.yotpo.com/help-desk-integration-user-guide-for-reviews"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.yotpo.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Desk Integration: User Guide for Reviews

Products

  
Reviews

###### Supported plans

Premium, Enterprise

###### eCommerce Platform

Shopify, Shopify Plus, Adobe Commerce (Magento), BigCommerce, WooCommerce, Volusion, Salesforce Commerce Cloud, Custom

If you are using a help desk platform, such as Zendesk, to comment on emails and answer customer questions, this User Guide is for you. If you are not using a Help Desk platform like Zendesk, see [this article](/v1/docs/commenting-on-reviews-and-answering-questions-using-email). It describes the Review and Q&A tickets that you receive via the Help Desk and how to reply to them.

Using Salesforce Service Cloud?If you are using SFSC, please reach out to our [support team](https://reviews.yotpo.com/#/?modal=contact_support) to complete the configuration

## Before you start

If you haven't yet set up Help Desk Integration, please see the [Help Desk Integration: Configuration Guide](/v1/docs/help-desk-integration-configuration-guide-for-reviews)

## Reviews

The examples in this guide are for Zendesk. Your Help Desk platform may differ.

### Replying to a ticket

1. Copy the entire content of the ticket into the Public Reply field.  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/281aa01b-9287-43c5-b17c-924b6375046b.png?sv=2026-02-06&spr=https&st=2026-10-30T10%3A36%3A06Z&se=2026-10-30T11%3A36%3A06Z&sr=c&sp=r&sig=3Zc%2Feek01jiY07cZuZSqgkwZ8fKWir%2BGX8pka65Wqbo%3D)
2. Edit the content as follows:
  - To make a private comment, enter the comment in the text below: *Write below this line to comment in private*  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/3ed2eaca-cc99-42e0-bb42-5d49234ef83d.png?sv=2026-02-06&spr=https&st=2026-10-30T10%3A36%3A06Z&se=2026-10-30T11%3A36%3A06Z&sr=c&sp=r&sig=3Zc%2Feek01jiY07cZuZSqgkwZ8fKWir%2BGX8pka65Wqbo%3D)
  - To make a public comment, enter the comment in the text below: *Write below this line to comment in public*  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/3e89a7ef-1d8d-4e16-8bd1-0d3d1243c168.png?sv=2026-02-06&spr=https&st=2026-10-30T10%3A36%3A06Z&se=2026-10-30T11%3A36%3A06Z&sr=c&sp=r&sig=3Zc%2Feek01jiY07cZuZSqgkwZ8fKWir%2BGX8pka65Wqbo%3D)
  - To publish the review, enter **Yes** below "*Publish the review yes/no*", otherwise enter **No**.
3. Click **Submit**

## Q&A

### Replying to a ticket

1. Copy the entire content of the ticket into the Public Reply field.  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/c3c0c945-95dd-4b1e-9d23-f9159a6868b5.png?sv=2026-02-06&spr=https&st=2026-10-30T10%3A36%3A06Z&se=2026-10-30T11%3A36%3A06Z&sr=c&sp=r&sig=3Zc%2Feek01jiY07cZuZSqgkwZ8fKWir%2BGX8pka65Wqbo%3D)
2. Edit the content as follows:
  - To make an answer private, enter the comment in the text below *Write below this line to comment in private*
  - To make an answer public, enter the comment in the text below *Write below this line to comment in public*
  - To send the question to past shoppers, so they can answer, enter **Yes** below "S*end the question to past shoppers yes/no*", otherwise enter **No**.  
![](https://cdn.document360.io/f3c2ab59-fe4c-4f93-9614-2872f40e8aa7/Images/Documentation/ad736ff8-18ff-4fa5-8ead-6dc172de29ea.png?sv=2026-02-06&spr=https&st=2026-10-30T10%3A36%3A06Z&se=2026-10-30T11%3A36%3A06Z&sr=c&sp=r&sig=3Zc%2Feek01jiY07cZuZSqgkwZ8fKWir%2BGX8pka65Wqbo%3D)
3. Click **Submit** in your Help Desk

## Related

- [Help Desk Integration: Configuration Guide for Reviews](/help-desk-integration-configuration-guide-for-reviews.md)