TrustpilotUpdated 9 months ago

Trustpilot is an open, online review platform where any consumer with a buying or service experience can review any company, and any company can invite and respond to reviews.

Only a business needs to have a paid account with Trustpilot - not your customers.

Every new review left in Trustpilot will create a ticket in Gorgias (service and product). You can also:

• See Trustpilot reviews data in the customer sidebar
• Reply to a review directly from Gorgias (including anonymous reviews)
• Connect multiple Trustpilot accounts to a single Gorgias account

When replying to a review from Gorgias, an email will be sent to the customer, and the response will also show on Trustpilot under the review.

Anonymous reviews will be shown slightly differently than regular Trustpilot reviews - the customer email will always be shown as [email protected] and the side widget containing review data won't be displayed inside the ticket.

Trustpilot tickets are created in Gorgias via the email channel - check if you have any Rules that would trigger an auto-response to email tickets and exclude Trustpilot from them.

Every review ticket will automatically be tagged with the trustpilot-review Tag so you can group them in a separate View or create Rules that only target Trustpilot tickets.

Steps

Please email us at [email protected] to connect your Trustpilot account to Gorgias and you'll receive a link for activating your integration by logging into your Trustpilot account.

You can also group all of your open Trustpilot tickets into a separate View:

FAQ

Can I connect multiple TrustPilot accounts with one Gorgias helpdesk?

Yes! You can connect as many TP accounts as you want, and reviews from all of them will be synced with Gorgias.
However, it’s important to note that, if you use a separate login for the other account(s), our team will need to integrate it separately for you via our backend.
Also, you can create Rules to auto-tag TP reviews based on the store/account they are coming from and this way use these Tags in Views to separate TP reviews coming from different accounts.
How to create this Rule? The subject line of incoming TP review Tickets will have the 'company name' component that can be used to recognize the store/account in question.

Replying to TP tickets prompts an 'email not delivered' error message.

Please note that your reply is most likely showing on TrustPilot regardless. If you reply using our Gorgias default email integration, this will not happen. This only happens when you reply via Gmail and is a known error.

Limitations

• The data field limit for customer data is 250kB.
• Anonymous reviews with no email will generate tickets without the customer's information showing in the right-hand sidebar. In this case, a default customer is created and used for anonymous Trustpilot reviews.
• We're only able to sync a certain number of historical reviews due to the speed and number of API calls.  Attempts to sync a larger number of historical data will fail.
• Trustpilot's API only enables you to sync back one reply from Gorgias to Trustpilot.
• Trustpilot’s API is such that whenever we retrieve product reviews, Gorgias is unable to filter by date, and will retrieve all existing product reviews on each sync.
• The Tag that's automatically added to Trustpilot tickets (trustpilot-review) shouldn't be removed manually nor via a Rule as it can cause issues with replies sent from Gorgias being posted on Trustpilot.