Prevent duplicate developer reply from being synced to Zendesk when a review is updated
O
Obsidian Shrimp
When a review that has previously received a developer reply via the Zendesk integration is updated by the user, AppFollow reopens the existing Zendesk ticket and sends the updated review with the [UPD] tag.
Currently, the updated review may also trigger a separate message containing only the original developer reply. This results in the same developer response appearing twice in the Zendesk ticket: once within the updated review content and once as a separate "Developer" message.
Example:
Original review receives a developer reply via Zendesk.
User updates their review.
AppFollow reopens the Zendesk ticket and sends the updated review with [UPD].
The original developer reply is also synced as a separate message.
The customer sees the developer response duplicated in the ticket.
Expected behavior:
When a review is updated, only the updated review should be added to the existing Zendesk ticket. The previous developer response should not be synced again as a separate message if it is already included in the updated review content.
Customer impact:
This can create confusing/duplicate messages in Zendesk and may make the conversation history appear as though the developer replied again when they did not.
Anatoly Sharifulin
Hi there, Obsidian Shrimp — thanks for the detailed write-up, this is really helpful. We see how the duplicate developer reply in Zendesk after a review update can be confusing. Our team will look into this behavior and follow up with you soon.