Objective

Find the category, scorecard, policy, or interaction condition preventing automated QA from running.

Resolution

  1. Open the category's status. Go to Categories, open the affected category, and select QA Analysis. Read the warning under Automated QA; it names readiness blockers and links to relevant settings.
  2. Check the category. Confirm the category exists and is enabled. A disabled category pauses automation but keeps its saved QA policy. If the taxonomy needs to change, use service category settings with company configuration access.
  3. Check the assigned scorecard. In the same QA Analysis tab, confirm a scorecard is connected and has an active published version. A draft alone is insufficient. A person with Quality: Manage can assign a published scorecard; use QA Settings · Scorecards to publish one first.
  4. Check the switch and saved policy. Confirm Enable QA evaluations is on, the chosen channels and advanced filters match the intended tickets, coverage is above zero, and the trigger has occurred. Manual only will not launch an automatic evaluation.
  5. Check one representative ticket. Verify it is classified in this category, matches every selected filter, has a public customer message and public staff response, and has an attributable Zendesk staff identity. Review Zendesk integration settings if relevant channel, brand, group, or form data is missing.
  6. Check timing. An enabled policy selects new qualifying work after automation is connected; it does not backfill older completed conversations. If you are testing an older ticket, use the category's ticket test or a bounded batch and then inspect QA Analysis.

If the status is ready but a specific ticket still has no evaluation, compare that ticket against How Eligibility, Coverage, And Evaluation Timing Work before widening the policy.