Reviewflowz answers your Trustpilot reviews. Zendesk gets the exceptions.

A reply rule is a filter and an action. Match on the star rating, on whether the review has text, on the profile or the platform, then choose: the agent answers it, a person does, or it never reaches your queue. Ordered, first match wins, twenty of them.

The agent does not invent a voice. For each review it pulls five to ten replies you have already published, weighted on length, source, recency and platform. Replies you wrote onto Trustpilot before you had an account count too, because it reads the profile.

Those examples are gated before scoring. Never another brand you manage. Never a reply written for a paragraph when the new review is a bare rating, so “Great.” does not get the answer you wrote for a page of detail. And never a phone number it was not given.

Nothing posts until you say it can. The catch-all rule every account starts with queues the review for a person, so an untouched account publishes nothing. Before switching one on, step through past reviews one at a time and read what it would have written.

The reply layer is not Trustpilot’s. Connect Google, the App Store and Google Play beside it and one ordered ruleset governs all of them, because the platform is just another condition on a rule. Each reply is still written from replies published on that platform.

Everything the rules leave alone opens in the same Zendesk, in the same shape. Subject with the reviewer, the review id and the rating. Review in the body. Priority set from the rating. And reviewflowz_google_maps where reviewflowz_trustpilot would be.

An agent answers any of them the same way, with the same macros and the same signature stripped off the end. A public reply on the ticket posts back to Google, the App Store, Google Play, Trustpilot or Facebook. Google Play caps a reply at 350 characters, and Reviewflowz writes to that limit rather than failing at it.

Platforms with no reply API still open tickets. Those carry a Read on link instead, and if an agent posts a public reply on one anyway the ticket says it could not be posted, so the work is never lost quietly.

Trustpilot gives you exactly one reply per review, no thread, and emails the reviewer the moment it posts. On what a rule declined to answer, that reply should come from the person with the order open in front of them, not from whoever has the Trustpilot login.

Your agent writes a public reply on the ticket and Reviewflowz posts it to Trustpilot as your company reply, signature stripped. Internal notes never post. Macros, shortcuts and the customer’s history all work, because it is a ticket like any other.

The reviewer’s only way to answer you is to edit the review, and Trustpilot tells them they can once the problem is solved. The ticket then gets a private note headed “Updated review” with the new text and rating, the tag reviewflowz_updated, and it reopens if it was solved. A one-star that turns into a four-star shows up in Zendesk.

If the review is taken down the ticket gets a note and the tag reviewflowz_deleted. If the post fails, the ticket says so instead of going quiet. Reviewflowz posts the reply once and cannot edit it afterwards, so read it before you submit.

Every ticket comes tagged: reviewflowz, the language, the platform, and the sentiment, negative for one and two stars, neutral for three, positive for four and five. They are ordinary Zendesk tags, so views, triggers and automations work on them with nothing installed in Zendesk.

Add your own. A Reviewflowz tag set to apply automatically, named the way a customer complains, “not delivered”, “refund”, “damaged”, becomes reviewflowz_not_delivered on the ticket. A trigger on that tag sends the missing parcels to deliveries, the refunds to billing, and the German reviews to the agents in Berlin.

Lifecycle tags follow the review: reviewflowz_updated when the reviewer edits, reviewflowz_deleted when it disappears, reviewflowz_reply_posted and reviewflowz_reply_failed for the outcome. Tags are added to the ticket, never written over yours.

There is nothing to install in Zendesk. You sign in through Zendesk’s own authorization screen from Reviewflowz, and no subdomain or API token gets pasted anywhere. Anyone who can authorize an app for your Zendesk can set it up.

The TrustScore weights the newest review the most: time span, frequency, and a Bayesian average that starts every profile at 3.5 stars. Under 10,000 reviews it is recalculated the moment a review is posted. A one-star this week costs more than one from last year, and it costs it today.

Replying does not move the score. It moves the profile. Under the TrustScore, Trustpilot prints “Replied to 96% of negative reviews” or, if you never do, “Hasn’t replied to negative reviews”. That line is the public version of your Zendesk first-reply time.

The number Trustpilot prints is won by attention, not by volume. The rule clears the four and five stars so nobody spends a morning on them, and every one-star that reaches Zendesk gets an agent, a priority and an SLA. That is how it reaches the high nineties.

Flagging is not a shortcut. A flagged review stays online while Trustpilot investigates, and Trustpilot publishes no turnaround. Reply first, from the ticket, then flag if the review really breaks a rule. Your reply is what visitors read for as long as the flag takes.