Zendesk QA (Klaus) integration

Plans and permissions:

• Plan: Pro or Enterprise plan
• Connect Zendesk QA: Admin role, or a custom role with Configure third-party integrations set to Can configure third-party integrations
• View QA scores on every team member’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
• In Zendesk QA, you need to be an Admin or Account manager to create the custom integration.

Use the Zendesk QA integration to see team members’ Zendesk QA scores on the Agent scorecard in Assembled, next to their adherence and other performance metrics. In Assembled, the Zendesk QA card is named Klaus. For other QA platforms, see QA platform integrations.

To connect it, go to Configure > Third-party integrations and find the Klaus card.

How the Zendesk QA integration works

• Assembled checks Zendesk QA for new reviews every 5 minutes.
• Scores are dated by the review’s created date in Zendesk QA, not its reviewTime. Keep this in mind when you compare Assembled with Zendesk QA reports.
• Scores are matched to team members by email.

Create a custom integration in Zendesk QA

In Zendesk QA, set up a custom integration to get an API token. For the steps, see Zendesk’s guide to setting up a custom integration.

You need two things to connect Assembled:

• The API token that Zendesk QA generates.
• Your Zendesk subdomain, the part of your Zendesk address before .zendesk.com.

Connect Zendesk QA in Assembled

1. Go to Configure > Third-party integrations.
2. Under Ready to connect, find the Klaus card and select Configure integration. To find it faster, enter Klaus in Search integrations.
3. Enter the API token and your Zendesk subdomain.
4. Select Connect with Klaus.

Assembled then imports your past reviews. While it does, the card shows Backfill in progress. When it finishes, the card shows Backfilled until with the date reached, and your Zendesk QA scores are in Assembled.

View Zendesk QA scores

Go to Report > Agent scorecard and choose a team member. Their Zendesk QA scores appear as the QA score metric.

Check scores that don’t match

If scores in Assembled don’t match Zendesk QA, first check that you’re comparing by the review’s created date. If they still don’t match, chat with our team and include the team member, the dates, and the scores you expected.