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Overview
Reviews & Replies Board is the primary tool within Asodesk for managing user reviews. The tool streamlines the process of monitoring reviews across multiple platforms, ensuring that no valuable feedback goes unnoticed.
Whether you're looking to resolve issues, express gratitude for positive comments, or gather insights for future improvements, the Reviews & Replies Board is an essential component of fostering strong relationships with your users.
To access Reviews & Replies Board, click on Reviews & Ratings from the left menu:
On the left are filters that allow you to sort reviews by different criteria, so you can quickly narrow down the reviews to focus on the most relevant feedback.
There are two types of filters:
Filters by reviews:
- Review country / language;
- Date range;
- Review rating;
- The options All Reviews and Require Attention (reviews with no replies and a rating of 3 stars or less)
- Reviews changed / unchanged by users;
- Featured Reviews - reviews that are displayed first on an app store page;
- Deleted / not deleted reviews;
- Favorite (reviews that you have marked with a star) / Not Favorite reviews;
- Review length;
- Reviews marked by a specific tag or untagged reviews.
Filters by replies:
- All Reviews are selected by default. You can filter reviews by a teammate who has sent replies, reviews that have been reported, or reviews without replies.
- Reviews that have replies in processing status and haven't been published yet / replies with failed sending.
- Reviews pending reply (this option is available for automated replies)
- Reviews with replies sent automatically.
Here you also have the option to set up a variety of reports and alerts, or to export reviews for further analysis.
Below, there is an option to save the preset of the selected filters for future use.
Root account can save filters for all users.
Other teammates can save personal filters invisible for everyone else.
In the middle part of the tool, there is a reviews list.
You can search for a review by its content or reply text using the search bar.
Sort reviews by date posted, length, or rating.
The button on the right opens the translation settings. Select the language that you want the review text to be translated into, and toggle the Auto-translate option so that all reviews are translated every time you open the Reviews & Replies board.
Within the list, you can perform any of the following actions on the reviews:
- Add a review to your favorites by marking it with a star;
- Translate a review;
- Add a tag to a review;
- The buttons in the top right corner allow you to copy a link to a review and email a review to your colleagues.
- The Permalink button opens a separate page of the review. Here you can also interact with the review:
Back to the review list: clicking on a review or reply button opens a panel on the right:
From here, you can send a reply to a review manually or using a predefined template. There is also an option to send a random template from a selected folder.
In order to send replies to reviews or report concerns, you need a connected integration with a store console.
FAQ
What is Report a Concern?
If you encounter reviews that are spammy, offensive, or inappropriate, you can request their removal by reporting them using our Report a Concern feature.
To report concerns about reviews in the Google Play Store, you need to set up a special integration. It will also be used to update reviews more frequently.
How often is reviews list updated?
By default, reviews are updated every 3 hours. If you have an integration with one of the helpdesk systems, reviews will be updated every hour.
With the Report a Concern integration for Google Play, reviews are updated every 30 minutes.
Why I cannot see today's reviews?
In the App Store, review moderation can take up to three days from the time a user submits a review until it is published on an app page.
On Google Play, there is a delay of up to 24 hours before new reviews appear on Google Play from the time they are submitted. Learn more
What can I do using the checkbox?
By ticking the boxes next to reviews, you can reply to them without having to switch to a different review each time.
Why can't I send longer replies to Google Play reviews?
There is a limit of 350 characters for reviews and replies on the Google Play Store, so we have set the same limit in Asodesk.
Need help understanding our products or services? Have a question? Let us know!
Click the support icon in the bottom right corner or write on hello@asodesk.com