Review Integrations
Configure the Trustpilot and Google review platforms with a language and country scope. Happy customers are pointed at the right platform, and your score appears on your website.
Reaching the Screen
The same settings open from two screens, and both save one set of values:
- Open Support then Support Settings and pick the Reviews tab: {admin}/tickets/settings?tab=reviews
- Open Manage Website then Customer Feedbacks and click the Review Settings button next to the page title: {admin}/manage-website/cfeedbacks
What the Screen Contains
The platform list sits on the left: Trustpilot and Google. Clicking one opens its settings on the right, so you work on a single platform at a time. Under each name you see Enabled or Disabled. You never have to open a tab to find out which platform is live.
The first row on the right is the Enable Review Invitation switch. While it is off, every field below it dims and stops responding; turn the switch on to edit the settings. A change on one platform leaves the other one alone.
A platform powers two places. The first is the review invitation a client sees after rating your support well. The second is the score and stars in the testimonials block of your website.
The Scope section decides who the platform reaches. When both platforms fit the same customer, the one with the lower Priority value wins.
Where to Get the Review Address
Both platforms give you a review link of your own. A customer who clicks it lands straight on the review form. The steps below show where to copy that link from.
Trustpilot link
On Trustpilot the link is built from your domain and needs no separate setup:
- Take this pattern and replace the domain at the end with your own: https://www.trustpilot.com/evaluate/yourdomain.com
- Open the address in a browser and check that the review form appears. If it does not, try the domain exactly as it is registered on Trustpilot.
- With a Trustpilot Business account, copy the same link from the panel instead. Look under the review invitation section of Get reviews.
Google link
On Google the link comes from your Google Business Profile. Without a verified profile you have to create one first.
- Sign in to Google with your business account and search for your own business name. Your verified profile shows the business management box.
- Click Ask for reviews. Google hands you a shareable link.
- Copy that link. It usually looks like https://g.page/r/identifier/review; shortened maps.app.goo.gl addresses are accepted too.
- The same link is available from business.google.com: select your business and open the review request section.
The Google field only accepts a Google address; an address belonging to another site is rejected with an error message. The Trustpilot field has no such restriction, because shortened and regional addresses are in real use out there.
Fields
Tasks
Turning on the review invitation
- Pick the platform from the list on the left and turn on Enable Review Invitation. The fields become editable with that switch.
- Enter the review address.
- Pick the lowest star count from the Invitation Threshold list.
- Click Save Settings. A client who rates at or above the threshold now sees the invitation box on the ticket screen. Clicking the Share your experience box or the Review Us on Google button opens the platform in a new tab and closes the ticket at the same time.
Showing the score on the website
- Enter the review address and turn on Show the Rating on the Website.
- Fill in Average Score and Number of Reviews in the section that opens.
- Click Save Settings. The testimonials block on the home page shows the score you entered.
Limiting a platform by language and country
- In the platform's Scope section, pick Only Selected Languages from the Languages list.
- Tick the languages in the list that opens. You can do the same for Countries.
- Click Save Settings. A customer the scope fits sees that platform.
A notice appears above the list when one of your installed languages falls outside every scope. It names the platform those customers will be shown.
Things to Watch
The score and review total are not pulled from the platform. Update both values here whenever your public profile changes.
A customer left outside every scope is not dropped. The first enabled platform in Priority order is shown instead. Someone whose interface language differs may have been helped in another language. Leaving them out of the flow loses the review altogether.
The support invitation reads the language preference and billing country on the customer's account. The language they happen to be browsing in does not count. The score on the home page reads the visitor's IP address. A customer whose country cannot be determined still sees the platform.
The invitation box and the review button close the ticket the moment they are clicked; the client does not need to click Close Ticket as well. The star rating given in that window is kept. A closed ticket can be reopened from the same screen.
The review invitation appears in every theme. The score block on the home page only exists in themes that carry a testimonials section.
Required Privileges
Saving from Support Settings requires the Edit privilege in the Support group. Saving from Customer Feedbacks requires the Edit privilege in the Site Management group.
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