How to locate a review ticket from Wix?
In order to add $20 bonuses into the Google spreadsheet, we need to find 5-star reviews and locate the related Zendesk tickets.
Here are the steps to identify Wix reviews.
Step 1. Locate 5 star review in slack.
You should be able to identify a 5-star review by a positive comment from wobbly.
Please open the #wixreviews channel in Slack and scroll the reviews.
For instance, this review obviously is not positive, please search further.
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Here is the example of 5 star review:
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Step 2. Identify user nickname in Wix
2.1 Click on Zendesk URL in #wixreviews channel
2.2 Click on "Reply to User"
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***Note: You need to be logged in under powrhelpsocial@gmail login in Wix. Please login through Lastpass.
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2.3 Once you clicked on "Reply to User" link, Wix will open user reviews page. Please find the review and search for the review title (in example below: "So far so good").
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Step 3. Find the TSH or related Zendesk ticket
2.4 Copy the nickname and go to TSH (User lookup) https://www.powr.io/admin/user-lookup and Zendesk Search.
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Option 1 - search in Zendesk
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Then view results (sometimes you won't see any search results):
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Option 2 - Search in TSH (user lookup)
Sometimes, user lookup will show the result. Sometimes you won't find any.
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Once you were able to locate the Zendesk ticket, select the newest one (this year).
Step 3. Identify the support agent and add ticket URL + review URL into the Google sheet into Wix tab.
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Step 4. Add emoji in Slack and tag the Support agent + @Timur
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If no results are found, please mark the ticket in Slack as FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/4420065016855/mceclip1.png)so other agents won't spend double time on opening the same review.
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Locating reviews through Wix Dashboard
Update (January 2022): Sometimes Wix reviews do not display in #wixreviews channel.
Therefore to make sure we locate all 5 star reviews we need to open Wix Dashboard for each app.
Open https://dev.wix.com/dc3/my-apps > select the app and go to "See all reviews".
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Then proceed as stated in this article above (Step 1 - Step 3), with the only exception please add "not showing in #wixreviews channel".
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You might also find this article useful to locate Shopify reviews: "How to locate TSH (POWR account) through Shopify Partners Dashboard?"