TrustpilotUpdated a month 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.
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:
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