Blog

A practical guide to using Zendesk QA for agent feedback, including how reviewers grade conversations and how agents can respond to feedback.

A practical guide to creating QA scorecards in Zendesk, from initial setup to optimization. Learn rating scales, categories, and best practices for measuring support quality.

Build an effective QA scorecard with the right criteria. This guide covers rating categories, scoring scales, and frameworks for evaluating customer support quality.

A practical guide to building a quality assurance workflow in Zendesk, covering scorecards, review processes, and AI-powered automation.

A practical guide to the Zendesk Requests API, covering authentication methods, key endpoints, code examples, and when to use Requests vs Tickets API.

A comprehensive comparison of Zendesk sandbox and production environments, covering key differences, use cases, limitations, and best practices for managing both effectively.

A step-by-step guide to creating email side conversations in Zendesk, from initial setup to advanced tips for streamlining team collaboration.

A practical guide to configuring Zendesk side conversations for internal team collaboration, including the "Only show agent email addresses" setting and security best practices.

A practical guide to setting up and using Zendesk side conversations with Slack, including prerequisites, step-by-step instructions, and troubleshooting tips.