Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Zendesk Support connects directly. Other help desks have their own connection, and a platform without one can still be connected through a custom integration using API credentials from Zendesk QA.
You can add up to 50 connections in total, and more than that is something we arrange for you. The list of connections available to you sits on the connections page in your own Zendesk QA account, which is the reliable place to check before planning around a particular tool.
What a connection brings across
All conversation related data is imported automatically: the conversations themselves, the agents who handled them, and metadata such as channel, tags and satisfaction ratings. Tickets sync every four to six hours, so Zendesk QA is never quite live.
You can ask for it sooner: open Connections, click the edit icon on the connection and choose Update connection. That does not start an import there and then, it adds one to the queue of import jobs already running, so how long it takes depends on your ticket volume and on what is ahead of it.
Reviews and scores stay in Zendesk QA. Nothing is written back to the source system.
What deliberately does not come across
Four advanced options on the connection hold data back. They matter, because a reviewer judging a conversation without its content or its attachments will score it unfairly.
| Option | What it leaves out |
| Ignore conversation content | The text of the conversation itself. It also switches off Spotlight insights, AutoQA, translations and AI metrics, which have nothing left to read. |
| Ignore attachments | The URLs of the attachments. |
| Mask customer data | The end user's name, email address and phone number. Bank credentials are masked whether you switch this on or not. |
| Hide sensitive data fields | The custom ticket fields whose IDs you list. |
A fifth control decides what arrives at all rather than what is stripped from it: you can name the ticket tags and groups to include in the sync, or to exclude from it. Set that too narrowly and a whole category of work never reaches a reviewer, which looks like nothing at all rather than like a filter.
Call recordings are a separate case: they have to be imported into Zendesk QA before they can be analysed, and they do not sync on their own.
Reviewing across more than one system
Possible, and it needs one decision: the same scorecard or different ones. Different tools often mean genuinely different work, in which case separate workspaces are the honest answer. The same scorecard is what lets you compare, and only if the work is comparable in the first place.
Agents have to match as well. 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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