Zendesk QA

With Zendesk QA (Quality Assurance), you can programmatically send, update, and retrieve conversation and evaluation data using dedicated REST APIs. Zendesk QA is available with the Quality Assurance (QA) or Workforce Engagement Management (WEM) add-on.

Integrating directly with the Zendesk QA platform lets you:

• Import conversations: Programmatically send customer conversations and comment threads into Zendesk QA from your own systems using unique external ids.
• Streamline evaluation workflows: Map agent assignments, ticket fields, and comment authorship to internal user roles so conversations reach the right reviewers and become eligible for review.
• Export evaluation data: Programmatically retrieve reviews, scores, scorecard category ratings, and root-cause notes for external reporting.
• Filter and paginate exports: Retrieve reviews and comments for specific date ranges, and page through large result sets at the workspace or account level.
• Synchronize customer identifiers: Link external system ticket ids to Zendesk QA conversations to maintain cross-platform context.

Prerequisites

Before using the Zendesk QA APIs, set up an API connection in your Zendesk QA account. The connection provides the token required to authenticate your requests.

Developer Guides

Importing conversations into Zendesk QA
Learn how to use the Zendesk QA Import API to send customer conversations and comment threads into Zendesk QA for review and analysis.

Exporting data from Zendesk QA
Learn how to use the Zendesk QA Export API to export reviews, category ratings, scores, and comments from a specific workspace or your entire account.

Finding conversations by client in Zendesk QA
Learn how to use the Zendesk QA Export API to locate conversations associated with a specific client using their email address.

API Reference

Zendesk QA API introduction
See the full Zendesk QA API reference documentation.