Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
Connecting your Google Business Profile to Zendesk, so reviews arrive as tickets your team can answer.
Set it up
- Install the app from the Zendesk App Marketplace. A seven-day trial starts the moment you install, not when you finish setting it up.
- Confirm your business has a verified Google Business Profile, and that the Google account you are about to use manages it.
- In Admin Center, open Apps and integrations, then Apps > Channel apps. The page it opens is headed Channel integrations, which is why it looks like you have arrived somewhere else.
- Open the Google My Business integration and go to Accounts.
- Choose Add account and authorise the Google account that manages your listings.
- Select the locations you want in Zendesk.
- Choose which services you want: reviews, ratings, or both.
Only new items arrive
The app starts from the moment you connect it. Reviews that already existed are not imported, and there is no way to backfill them.
If an older review does appear, it is because the author edited it, which makes it new again as far as Google is concerned.
Use the Google account that owns the listings
This is where most setups go wrong. Authorising a personal account that merely has access, rather than the account the locations are registered under, produces a connection that works today and breaks when that person leaves.
Refresh after adding a location
New locations added in Google do not appear here on their own. Open the account settings and choose Refresh locations, otherwise the reviews for that store go nowhere.
Multiple brands
Different Google accounts can be pointed at different Zendesk brands, so a group with separate helpdesks per chain keeps them apart.
What the app stores
The Marketplace listing sets this out, and it is the answer when somebody asks what leaves your Zendesk. Stored Google data is limited to publicly available profile and review information: the profile display name, the profile photo, the star rating and the review text. Stored location data is limited to the location name, address details and the Google location ID. Once a review becomes a ticket, the Zendesk ticket ID is stored and nothing else from Zendesk.
No non-public Google personal data is collected or stored. Anything personal that does arrive is what the reviewer chose to make public.
Check it with a real review
Ask a colleague to leave a review on a test location, or wait for the first real one, and confirm it arrives as a ticket with the tags you expect. Reading the settings tells you what you configured; the ticket tells you whether it works.
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