Objective

Identify why a QA run did not produce a usable grade and choose the next action from its recorded reason.

Resolution

  1. Find the run. Open QA Analysis · QA Grades. Filter by exact ticket ID, category, date, or Filters · Status, then open the run's full page. For a batch, start in Grade Batches and open the affected ticket.
  2. Read the status and reason. A waiting or processing run is still active. A skipped run names a condition that prevented grading; a failed run records an evaluator or processing failure. Do not treat the two outcomes as interchangeable.
  3. Check category readiness. In Categories, open the category's QA Analysis tab. Confirm it is enabled, has an assigned published scorecard, and has a saved policy. Use Investigate Why A Category Is Not Ready For QA for readiness warnings.
  4. Check the ticket and policy. Confirm the ticket exists in the connected Zendesk account, matches the category's channel and other eligibility filters, and has a public customer message, a public staff response, and an attributable staff identity. Compare the evaluation trigger and coverage with How Eligibility, Coverage, And Evaluation Timing Work.
  5. Check the selected target. For agent grading, inspect the agent target's own status. An agent batch may have no Overall grade by design, while a ticket-level result or another agent target can have a different outcome.
  6. Retry only after addressing the cause. If the run page offers Retry for a failed job or agent grade, use it after correcting the underlying issue. The retry creates a new attempt; return to QA Grades to inspect its outcome. If the ticket is simply outside scope, change the policy deliberately or use a single-ticket test with the intended category.

If a single-ticket test is refused before it starts, its drawer states the reason. See How To Test QA On A Ticket for that flow.