Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Review notifications in your chat tool. Convenient, and worth thinking about what becomes visible to whom.
Connect it
- Check first that every team member's email address is identical in Slack and in Zendesk QA. Where it differs, that person gets nothing, and nothing tells you so.
- In Quality Assurance, click your profile icon in the top right, choose Settings, and under Account click Notifications.
- Under Slack, click Add to Slack and authorise the access request.
- Have one person confirm something arrives, and read what the message contains.
Admins and workspace managers can set this up. Once it is on, people receive notifications about new reviews, replies, mentions and disputes, and each of them can still tune what they get in their own personal settings.
It goes to the person, not to a channel
Zendesk QA sends reviews and comments straight to the team member they are about, and there is no channel to pick. That is the right default rather than a limitation: a review is feedback on one person's work, and a shared channel would put their score in front of colleagues nobody meant to include.
So if you want programme-level updates in chat, reviews completed this week or a queue that is filling up, that is a separate thing to build. This integration does not offer it.
Look at the first one that arrives
Before you tell the team it is on. A notification can carry the score, the comment and the conversation. Read one rather than assuming what it contains.
Immediate is not always better
A review notification arriving mid-conversation pulls an agent's attention away from a customer, and feedback read under those conditions gets a defensive reading.
A daily summary is usually kinder and just as timely.
Chat history is long-lived
A message about somebody's review is searchable by colleagues for years. That is a longer life than the moment it was written for.
Ask the team
Whether they want reviews in chat at all. Some teams find it convenient; others find it intrusive, and either answer is worth respecting.
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