Objective
Evaluate a bounded group of already-solved tickets in one service category.
Before you begin
You need Quality: Manage, an enabled category, an assigned published scorecard, and a saved Automated QA policy. The automation switch may remain off. A batch runs the real evaluator and creates unpublished AI drafts; it does not change Zendesk tickets.
Resolution
- Open the category batch flow. From Categories, open the category's QA Analysis tab and choose Grade ticket batch. Existing batches are also available in QA Analysis · Grade Batches.
- Choose the solved dates. Select the inclusive range of days when tickets were last solved. The dates use the company time zone. The default is the previous seven complete days.
- Preview tickets. Select Preview tickets and inspect the qualifying count and exclusion breakdown. The preview applies the saved category policy and shows the scorecard version to be used. If no tickets qualify, adjust the dates or investigate the policy and ticket data.
- Narrow an oversized selection. One batch has a fixed ticket limit. If the preview exceeds it, choose a shorter date range and preview again; ZenOps will not silently queue a partial selection.
The preview shows the selected solved-date range, qualifying ticket count, exclusion breakdown, and scorecard version. When more than 100 tickets qualify, narrow the period and preview again; the batch will not queue a partial set. - Launch and confirm. Select Launch batch, review the selection, and confirm. If the policy or underlying selection changed since the preview, generate a fresh preview before launching.
- Monitor progress. The new batch opens with waiting, processing, scored, skipped, failed, and other outcome counts. Use the ticket list to open an individual run, or open Grade Batches later. See How To Monitor Evaluation Runs.
The batch freezes its policy and scorecard version at launch. Running it does not turn on automatic evaluation for future tickets.