Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
The connection that makes everything else here work. Three things to check right after setting it up.
Connect it
- Open the connections in Quality Assurance.
- Add your Zendesk Support account.
- Authorise it.
- Choose what is in scope: brands, groups, channels.
- Wait for conversations to arrive, then check them.
Check one: are the agents matched
Each person should appear once, linked to their Support account. Where somebody appears twice, or not at all, their reviews will be wrong or missing.
This is the check that saves the most trouble later.
Check two: is the scope right
All brands and groups by default is usually more than you want at the start. Scope it to the team you are actually reviewing.
Check three: does a conversation look complete
Open one and compare with the ticket in Support. If internal notes or attachments are missing, reviewers are judging a partial record, and they need to know that.
How far back it goes
Historical conversations may or may not be brought in. Worth knowing, because reviewing something from before the connection existed may not be possible.
Re-check after Support changes
A new brand, a new channel or a new group does not appear here automatically. That is the most common reason conversations stop arriving for one team.
If nothing arrives
Check the scope first, then whether the authorisation is still valid. Those two cover almost every case; if not, contact pluscloud support with what you have ruled out.
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