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
- In Quality Assurance, click your profile icon in the top right and choose Settings.
- Under Account in the sidebar, click Connections.
- Add your Zendesk Support account and authorise it.
- Give the connection a Name, and set the Retention period: one month, three months, six months or one year.
- Decide on Hide sensitive data fields, and in the advanced options whether to mask customer data, ignore conversation content or attachments, and which ticket tags and groups to filter on.
- Wait for conversations to arrive, then check them.
Waiting is the right word: tickets sync every four to six hours, so a conversation you just closed is not there yet, and that is not a fault.
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 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 long conversations stay
Zendesk QA keeps conversation data for 24 months unless a shorter custom period was set for the account. When the period runs out it removes the conversation itself and its metadata: external tags, the end user's details, and fields such as status, group and channel.
So a short custom period quietly costs you the ability to reread a conversation somebody wanted to calibrate on. If one was chosen during setup, check what it is rather than assuming the default.
Re-check after Support changes
A new brand, a new channel or a new group does not appear here automatically, so conversations from it never start arriving for that team.
If nothing arrives
Check the scope first, then whether the authorisation is still valid. Those two cover almost every case; if not, tell us what you have ruled out.
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