Plan requirement
| App | Google My Business |
| Subscription | Any Zendesk Support plan |
| Access | Admin |
Every ticket the app creates carries tags for its source, its type, its score and the location it came from.
The tags
| gmb | On every ticket the app creates. |
| 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. |
Ratings and reviews are the same thing at different moments
Google lets someone leave stars without writing anything. Add a comment later and it becomes a review, so a ticket can start as a rating and end up as one of your worst reviews.
Half stars do not exist on Google, so the score is always one of five values.
What the tags are for
- Routing. Send one-star reviews to whoever handles complaints, and five-star ratings without a comment to a view nobody has to watch.
- Views. A view per store, or one for everything under three stars.
- Reporting. Explore can split on tags, so score and location need no extra fields.
Questions and answers no longer arrive
Tickets used to carry gmb-qa for a question asked on your listing. Google closed that down: the Q&A interface disappeared from Search and Maps at the end of 2025, and the interface the app used to read them stopped working on 3 November 2025.
The tag still exists on old tickets, so a view or a report built on it keeps working for history and never gains anything new.
Old tickets from before the tags
Tickets created before the app started tagging have none of these. A report that goes back far enough will show a gap, and it is the tags that are missing rather than the tickets.
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