Finding conversations by client in Zendesk QA

Use the Zendesk QA Export API to find conversations associated with a specific client. This can help you quickly locate and review interactions with a particular customer. Zendesk QA is available with the Quality Assurance (QA) or Workforce Engagement Management (WEM) add-on.

Prerequisites

Before finding conversations by client, set up an API connection in your Zendesk QA account.

Copy the following values from the connection setup:

• API token
• Account id

Finding conversations by client

To find conversations associated with a specific client, send a POST request to:

https://{subdomain}.zendesk.com/qa/api/export/conversations/search

The API connection provides a token. Pass this token as a bearer token in the Authorization header. Include the client's email address in the request body.

Request body parameters

Parameter	Type	Required	Description
endUserEmail	String	Yes	Email address of the client (end user) whose conversations you want to find

Sending the request

Export the API token as an environment variable:

export QA_API_TOKEN='your_api_token'

The following example finds conversations for the client [email protected]:

curl 'https://{subdomain}.zendesk.com/qa/api/export/conversations/search' \
  --request POST \
  --header 'Accept: application/json' \
  --header "Authorization: Bearer ${QA_API_TOKEN}" \
  --data '{ "endUserEmail": "[email protected]" }'

Example response

A successful request returns a 200 OK response with a conversations array.

{
  "conversations": [
    {
      "id": "string",
      "externalLink": "string"
    },
    {
      "id": "string",
      "externalLink": "string"
    }
  ]
}

The response contains the following key properties:

Property	Description
conversations	Array of conversations associated with the specified client
conversations[].id	id of the conversation in Zendesk QA
conversations[].externalLink	Link to the original conversation in the source help desk

Additional filtering options

The search endpoint also supports additional query parameters, such as filtering by scorecard tags and comment hashtags. For the complete list of supported parameters and the full request and response schema, see the Zendesk QA Export API reference.