<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the Trustpilot Integration?</strong></p><p><strong>- Enabling the Trustpilot Integration</strong></p><p><strong>- Configuring Trustpilot Webhooks</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/halopsa/guides/1945" target="_blank" rel="noopener noreferrer"><strong>Surveys</strong></a></li></ul><p data-pasted="true"><br></p><p><strong><span style="font-size: 14pt;">What is the Trustpilot Integration?</span></strong></p><p>The Trustpilot integration allows for tickets to be logged in Halo when reviews are left on Trustpilot below a certain score.</p><p><br></p><p><strong><em>Note: This integration requires <a href="https://help.trustpilot.com/s/article/Manage-your-webhook-notifications?language=en_US" target="_blank" rel="noopener noreferrer">Trustpilot webhooks</a>, which are available on select plans only.</em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Trustpilot Integration</span></strong></p><p>In Configuration > Integrations, find the Trustpilot module in the "Miscellaneous" section. Hover over this, and click the plus icon to enable it.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjA0MDY0NDQxLWJmYjAtNDRjNS04YjBjLTI3N2UzMGI3ZDRkNyJ9.9fl5w9SFnEUaSQz9o7CFZcg0amp6_inQfer5d7cdZmc" class="fr-fic fr-fil fr-dib" width="93" height="111"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the Trustpilot module</span></strong></p><p><br></p><p data-pasted="true"><strong><span style="font-size: 14pt;">Configuring Trustpilot Webhooks</span></strong></p><p data-pasted="true">In the Trustpilot Business Admin Centre, go to Integrations > Developers > <a href="https://businessapp.b2b.trustpilot.com/webhooks/" target="_blank" rel="noopener noreferrer"><strong>Webhook Notifications</strong></a>.</p><p><br></p><p data-pasted="true">Select the event type of "New Review", then select "Add new subscription".</p><p><br></p><p>Here, add the URL shown in the Trustpilot module in Halo. The username is automatically added to this URL. You will need to generate a password with the "Generate" button in Halo, then replace the redacted values in the URL when adding this to Trustpilot.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhMTQ2YjFkLTUwMGQtNDE2Ni05ZjA3LTA0ZDY1MzYwMjE3OCJ9.-GKoymnneQEJ5SXtgKK5W4dn6bf-64aaAaSvqSBav6U" class="fr-fic fr-fil fr-dib" width="1635" height="406"></p><p><strong><span style="font-size: 10pt;">Fig 2. Credentials to use to create Trustpilot webhooks</span></strong></p><p><br></p><p>Once webhooks have been created in Trustpilot, enable "Allow incoming Trustpilot webhooks" so these webhooks can create tickets.</p><p><br></p><p>Here, you can also set the criteria of when/what tickets are created.</p><p><br></p><ul><li><strong>Review score threshold: </strong>Any reviews above this value will not create tickets.</li><li><strong>Ticket Type for Tickets created via Trustpilot webhooks:</strong> The ticket type that will be created for reviews.</li><li><strong>Default Site for new Users: </strong>User matching is done via the consumer ID from the Trustpilot webhook, and if not matched a new user will be created against this customer and site.</li></ul><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4ZjMxZjQwLTM1ZjUtNGY3Yi1hYzE4LWFmYjgyY2M3MmQyYiJ9.FJ7_0Sd4mgVWlmck1HxkIyIEiZuQDLnkLwKHGJppu2I" class="fr-fic fr-fil fr-dib" width="1680" style="width: 1682px; height: 293.243px;" height="293"></p><p><strong><span style="font-size: 10pt;">Fig 3. Configuring the tickets that are logged</span></strong></p><p><br></p><p>You can additionally set the status of these tickets to update if the review is edited.</p><p><br></p><p>To use this functionality, ensure you set up a webhook in Trustpilot to trigger when a review is edited/revised.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMxMmE2OTRmLTYyMWItNDc2My1iNWMwLTE4YWI0NDU4Y2JjNiJ9.jgrMrOO0oNXerZMg6NB922LwzOviGH4gG8hY62iw8aY" class="fr-fic fr-fil fr-dib" width="359" height="172"></p><p><strong><span style="font-size: 10pt;">Fig 4. Updating ticket when review is edited</span></strong></p><p><br></p>
