Routing and reporting per location

Each ticket carries the Store ID of the location it came from, which is all you need to split by store.

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

1. Give every location a Store ID in your Google Business Profile, before you connect anything.
2. Open a review ticket from that location and check that the gmb-store_ tag is on it.
3. In Admin Center, create a ticket trigger with the condition Tags contains gmb-store_321.
4. Add the action Group and choose the team that runs that store.
5. Repeat per store, or per region if one group covers several.

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.

1. Create a drop-down ticket field with the store names as its options, and give each option that store's gmb-store_ tag.
2. Backfill nothing: tickets from before the field keep only the tag, which is why the tag stays the thing you report on for history.

No trigger is needed here. Adding a tag to a ticket selects the matching field option, so the app fills the field itself.

It 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.

See also

• The ticket tags the app adds
• How many locations can I connect
• Why the app adds no ticket fields
• Reporting on your Google review score in Explore