When a new review appears on the Google play store for Scoutify 2 a Zendesk ticket is created.
If the review is positive, there is usually no need to reply unless you want to say "Thanks".
For negative reviews, which are usually due to not having a pro account or linking their Amazon account, you want to reply from Zendesk and invite the person to open a case with Support so we can take a look.
I will also search to see if they recently opened a case, if they have and we resolved their issue, I will reply pointing out their issue has been resolved (and usually nicely include how it was user error).