Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
Each ticket carries the Store ID of the location it came from, which is all you need to split by store.
How the tag is built
The app takes the Store ID recorded on the location in your Google Business Profile and puts it on the ticket as gmb-store_ followed by that ID. A location with Store ID 321 produces gmb-store_321.
Set your Store IDs first
If a location has no Store ID in Google, there is nothing to build a tag from. Setting them is a job in Google, not in Zendesk, and it is worth doing before you connect anything.
Use IDs your team recognises. gmb-store_321 means nothing to the person reading the ticket unless 321 is what everyone calls that shop.
Routing to the right team
A trigger on the store tag assigns the ticket to the group that runs that store. For a chain where each region answers its own reviews, that is the whole configuration.
Reporting per store
Explore splits on the tag, so review volume and score per location need no custom field. Where a manager wants their own store only, a filter on their tag is enough.
Turning it into a field
Worth doing when store names have to appear in a report readable by someone outside the team. A drop-down field with the store names, filled by a trigger on each store tag, turns gmb-store_321 into something a regional manager recognises.
When a store closes or moves
The tag stays on the old tickets, which is what you want for history. Point the trigger somewhere else rather than deleting the tag.
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