Objective

Confirm that ZenOps has the Zendesk connection, conversations, and staff identities needed for a first QA evaluation.

Before you begin

You need access to Zendesk integration settings. Choose a few recent tickets from the service category you want to pilot, including a conversation with a customer reply and a public staff response.

Resolution

  1. Check the connection. Open Zendesk integration settings. Confirm the connected Zendesk account is the one that holds your pilot tickets, the connection is active, and a recent sync has completed. If the connection or sync is unhealthy, resolve that before diagnosing QA.
  2. Check the source data. Open representative tickets in Zendesk and confirm each has a public customer message, a public staff response, and an identifiable Zendesk staff member. Private notes alone do not satisfy the conversation checks for evaluation.
  3. Check the category. Open Categories, find the pilot category, and confirm the relevant work is classified there. Automated QA considers conversations in the category you configure; a healthy Zendesk connection does not assign a category for you.
  4. Check filter values. If you plan to narrow eligibility by channel, brand, group, ticket form, or tags, confirm those values exist in the synced data. Missing brand, group, or form choices can indicate that Zendesk data has not synced yet.
  5. Check people when sharing results. If you intend to publish results to agents, confirm the evaluated Zendesk staff member is linked to the correct person in Settings · People. A ticket may be gradable while its result cannot yet be shown to the intended agent in My Quality.

If the integration status is unclear, use Check Zendesk Integration Status or Resolve A Zendesk Integration Problem. Continue with How To Prepare Service Categories For QA once representative data is available.