Apple has recently added a new Customer Support role to iTunes Connect, which offers developers the ability to give their representatives permission to respond to customer reviews on the App Store. While app developers themselves have been able to respond to App Store reviews since earlier this year, the new feature allows other team members to do the same as well.
According to Apple, Customer Support roles will automatically be assigned to those who already have the App Manager and Marketer roles in iTunes Connect to make the transition process easier. However, all new accounts added after July 13 will need to have the Customer Support role manually added.
“Now you can give the customer support experts in your organization the ability to respond to customer reviews on the App Store with the new Customer Support role in iTunes Connect. Users with the Admin or Customer Support role have the ability to respond to customer reviews.
Your team’s admins may choose to assign only this role to users, or assign this role in combination with other roles. Users who have been assigned only the Customer Support role can access Resources and Help, Users and Roles, and My apps in iTunes Connect. When they click on an app in My Apps, they’ll go straight to Ratings and Reviews where they can respond to customer reviews”.
To learn more about adding a new user and changing user roles, see iTunes Connect Developer Help.