Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Zendesk Support and a number of other help desks. What connecting one of them actually brings across.
What a connection brings
- Conversations, so they can be reviewed.
- The agents who handled them.
- Metadata: channel, tags, satisfaction ratings.
Reviews and scores stay here; nothing is written back to the source system.
Zendesk Support is the straightforward case
The connection is direct and brings across what you would expect. Most accounts need nothing beyond it.
Other systems
Several other help desks and contact centre platforms can be connected. Useful where support runs across more than one tool, and worth checking what each connection actually carries before planning around it.
Reviewing across systems
Possible, and it needs one decision: the same scorecard or different ones. Different tools often mean different work, in which case separate workspaces are honest.
The same scorecard across tools is what lets you compare, and only if the work is genuinely comparable.
Check what does not come across
Internal notes, attachments and some metadata may not be included. A reviewer judging a conversation without the internal note that explains it will score it unfairly.
Verify this with a few real conversations before rolling out.
Agents must match
The same person in two systems needs to be recognised as one, or their reviews split across two identities and neither shows the full picture.
Connect one first
Get reviewing working on your main system before adding a second. Two connections at once doubles the setup problems and halves the clarity about which one caused what.
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