Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
The app adds tags to tickets and nothing else. Deliberately, so your ticket fields stay yours to decide.
No fields are created
Installing the app does not add ticket fields to your account. Apps that create fields on install leave every customer with the same shape whether it fits or not, and removing them afterwards is harder than adding them.
What you get instead
Tags on every ticket: the source, the type, the score and the location. Tags are enough for routing, for views, and for reporting in Explore.
When a field is worth adding
Build one yourself when you want the rating next to ratings from somewhere else. A drop-down field filled from the score tags puts Google reviews and your other review platforms in one field, and then a single report covers all of them.
Add the field, populate it with a trigger on the score tag, and put it on the form the tickets land on.
Leave it alone if you do not need it
If you only ever look at Google reviews, the tags already answer every question you have. A field adds maintenance for a report you can already run.
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