This page will walk you through the setup of the Apple App Store Reviews channel for your helpdesk, so you can receive and respond to any reviews left on the App store for your apps.
You must have an Apple Developer account to use the App Store Reviews channel in Deskpro.
Connect your Apple Account
Once you have subscribed to Apple's Developer Program, you will need to create an API key for the App Store Connect. You can follow these instructions to Create an API Key for App Store Connect API.
After you have completed these steps, you will be able to download a Private Key (this will be a text file) and learn your API Key Name and its Issuer ID.
These are the 3 things that are needed to add Apple App Reviews to your Deskpro installation. Please keep these credentials safe and do not share them with anyone.
To set up the channel in your helpdesk, go to Channels > Reviews > Apple App Store > Apple Accounts
Hit New button to add your Apple Account. Give your account a relevant name (e.g. the Business associated with the Apps you want to connect), then complete the other fields with your Apple Store Connect credentials that you obtained earlier.
For the private key you should use the whole text from the downloaded file including rows “----BEGIN PRIVATE KEY---—” and “----END PRIVATE KEY---—”, no additional new lines should be added.
Once you have completed the form hit Save and your new Apple Account will appear in the table.
Link your Apps
Now you will need to connect your apps to the helpdesk. Proceed to Channels > Reviews > Apple App Store > Apps
Click New button to add your Apple Apps.
Select the checkbox next to the Apps you want to receive tickets for and hit Add at the bottom of the menu.
Once your apps have been connected, every hour Deskpro will request the Apple Store Connect API with a token created from your credentials and create tickets for you with any new reviews that are submitted to the App Store.
There are some limitations due to Apple Store policies. You can’t respond to a review more than once, but you can update the reply. Updated replies display as an additional ticket in the thread and in the ticket’s history so you can audit how the response was updated.
Additonally, Apple needs to review replies before they are published on the App Store, it may take up to 24 hours (in some cases more that 24 hours) before the reply is added. So the reply will be marked as delivered (with a tick mark) once Deskpro is able to retrieve your response from the App Store.
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