Objective

Choose one QA workflow that answers a useful quality question and can be checked with a small set of support conversations.

Environment

  • Your workspace has QA access and a quality owner who can manage the pilot setup.
  • You have reviewed the data and access checklist.
  • You know which service category, Zendesk tickets, reviewers, and agents are in the first group.

Resolution

  1. Name the decision you want QA to support. For example, choose whether reviewers need consistent grades for one request type, whether managers need better evidence for feedback, or whether agents need a clear view of published quality results.
  2. Pick one representative category. Use a category with enough finished, attributable conversations for a meaningful check. Open Categories to confirm the category is enabled and that the tickets you expect are classified into it.
  3. Start with a scorecard and a ticket test when the standard is new. Agree on a few clear criteria, publish the scorecard in QA Settings · Scorecards, assign it to the category, and test a selected ticket. Inspect the rationale and cited evidence in QA Analysis with a reviewer before increasing coverage.
  4. Use a bounded batch when you need to compare examples. Start a controlled set from QA Grade Batches, review scored and skipped results, and refine the standard or data setup where needed. A batch is separate from future automated coverage. Ticket test grades are for setup checks and cannot be published to agents.
  5. Add publication and coaching only when the review process is ready. Decide who may adjust grades, who will approve publication, how agents can ask for a correction, and who owns follow-up actions. Publish a small set of individual agent results before extending the process.
  6. Record a pilot measure and review it. Track whether the chosen tickets were eligible, whether evidence supported the grades, how often reviewers changed a criterion, and whether agents could understand the shared feedback. Use the findings to select the next category or widen coverage.

If your first goal is understanding the product sequence, read How Scorecards, Evaluations, Reviews, And Coaching Fit Together.