Follow these steps
Complete the workflow, then verify it
- 1
Choose Freshdesk in Create Flow
Select Freshdesk as the destination integration and follow the connection flow in ReviewBot.
- 2
Confirm the helpdesk destination
Choose the Freshdesk account or workspace used by the team that owns app-related support. Verify the destination before turning on a high-volume rule.
- 3
Map urgency to rules
Start with low-star, billing, login, crash, or refund keywords that have a known support response. Keep feature requests and praise in a separate route or report.
- 4
Verify source context
The agent should be able to see the rating, review text, app or platform context, locale or version where available, and the original review link.
- 5
Send a test alert
Save the Flow, send a test alert, and ask an agent to confirm that the handoff is readable and actionable before enabling more sources.
Quick checklist
- ✓The intended Freshdesk account is connected.
- ✓The ticket or alert owner is known.
- ✓Rules reflect support priority.
- ✓An agent verified the test alert.
If something does not work
Freshdesk connects but no alert arrives+
Check the Flow status and destination selection, then send a new test alert. Confirm the connected account still has access to the intended Freshdesk workspace.
The support queue is noisy+
Reduce the number of keywords and route only low-star or clearly actionable feedback into Freshdesk. Use a weekly report for trend visibility.
Frequently asked questions
Can I route different platforms to different Freshdesk queues?+
Use separate Flows when App Store and Google Play feedback have different owners or escalation rules.
What should an agent do with an app review?+
Use the source link and context to understand the issue, keep private account information in the support conversation, and link the follow-up to the product or incident owner when needed.