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.
Why does the app not create ticket fields?
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:
| gmb-review | A review with a comment. |
| gmb-rating | A star rating with no comment. |
| gmb-1 to gmb-5 | The score, one tag per star count. |
| gmb-store_ | Followed by the Store ID of the location. |
Tags are enough for routing, for views, and for reporting in Explore.
When is a field 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, give each option the score tag it stands for, and put it on the form the tickets land on. No trigger is needed: adding a tag to a ticket selects the matching field option, so the app fills the field itself.
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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