Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
Google closed the questions and answers feature. What happened, when, and what it means for your tickets.
What happened
Google announced in September 2025 that it was discontinuing questions and answers, and switched off the interface that products like this one used to read and post them on 3 November 2025. The Q&A threads themselves disappeared from Search and Maps at the end of 2025.
Google replaced them with an AI-generated answer built from your listing, your website and your reviews, rather than from replies you wrote.
What it means in Zendesk
- No new tickets tagged gmb-qa arrive, and none will.
- Old Q&A tickets stay exactly as they are.
- Views and reports built on the tag keep working and stop growing.
- Reviews and ratings are unaffected.
What to do with what you built
A view for questions that never fills is a view people learn to ignore. Fold it into your history rather than leaving it in the daily list, and leave the triggers alone: they are harmless and they document what used to happen.
Where those questions go now
People who would have asked on your listing now ask Google, and Google answers from what it can find. That makes the information on your listing and your website the thing that shapes the answer, which is a different job from answering a ticket.
Some of them will contact you directly instead, so a rise in ordinary tickets around the same period is not a coincidence.
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