Spritle Software

PREREQUISITES – Before starting the setup

Login to your Freshdesk account

Goto Admin > General Settings > Ticket Fields

Create new custom fields as mentioned below :

Custom Fields Settings

        Field 1 :

• Type: Dropdown

• Label: review_type 

• Dropdown Items:
  
  

  1. Playstore

        Field 2 :

• Type: Single line text

• Label: reviewid

• Add any other custom fields if required for your integration (optional)

• Click SAVE

Automation Settings

    Add automation to fetch ticket reply and add it to playstore

• Goto Admin > Helpdesk Productivity > Automations > Ticket Updates 

• Click on New Rule

• Complete the setup as shown in the image below

• Callback URL: https://fdplaystore.spritle.com/api/addreply

• Authentication: Add your Freshdesk API key

• Content:  select the below fields 

  1. Ticket ID

  2. Subject

  3. Description

  4. Last public comment

  5. Last private comment
  6. Group name
  7. Agent Name 
  8. Agent email
  9. review_type
  10. reviewid
  11. Triggered Event

• Click SAVE

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APP SETUP

Step - 1 (Account Setup)

• Goto Any ticket Page

• Click on 'Configure App' Button in the playstore app

• Create/Login to Playstore Integration App account

Step - 2 (Freshdesk Setup)

• Provide your Freshdesk Subdomain and API Key.

• Enter the default values for the custom fields (If any) 

Step - 3 (Playstore Setup)

• Follow the instruction from this link to get the JSON file https://developers.google.com/android-publisher/getting_started
• Create new service account
  

• While creating service account please select role as owner in Service account permissions

• Give a name and select the JSON format option after selecting 'Furnish private key'
• JSON file gets automatically downloaded, Use this JSON file in next step

• Now in Google play console, Under 'Service account' click GRANT ACCESS button and select the 'Administrator' option as shown in the image below 

• Enter Playstore app name and package name
• Input google JSON file

• Click Add App

• Select a star rating and Enable polling status to start fetching the playstore reviews

Note: The polling frequency is the time interval for fetching the reviews. Its set to 5 minutes by default. which means for every 5 minutes we fetch the new reviews created.