Managing help desk connections in Zendesk QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

Quick Look: Zendesk QA > Settings > Connections

When you connect your help desk to Zendesk QA, all conversation-related data is automatically imported. This article describes how to configure your help desk connection in Zendesk QA.

Admins and Account Managers can configure connections in Zendesk QA.

Note: If you require additional connections, contact your Zendesk Sales Representative. You can add up to 50 connections.

Advanced options let you to protect the privacy of your customers and support agents by filtering out selected content, ensuring it's neither visible to reviewers nor stored by Zendesk QA.

To manage your help desk connection

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click Settings ().
3. In the sidebar () under Account, click Connections.
4. Next to the connection you want to manage, click the pencil icon () and select Edit connection.

   

   You can edit the following options:
   • Name: Enter a new name for your help desk connection.
   • Hide sensitive data fields: Enter the custom ticket field IDs you want to exclude when importing data from your help desk. Separate each field ID with a comma.
   • Retention period: Select a retention period. You can choose between one month, three months, six months, or one year. Conversations that remain inactive for the selected retention period—that is, tickets without manual reviews during that time—will be deleted. This deletion includes all ticket review data stored in Zendesk QA.
     QA data does not affect the data storage limit of your Zendesk account.
   • Show advanced options: The advanced options allow you to protect the privacy of your customers and support agents by filtering out selected content, ensuring it's neither visible to reviewers nor stored by Zendesk QA.

     You can manage the following advanced options:

     

     • Mask customer data: Select if you want to hide all customer-related information in conversations, including name, email, and phone number. Bank credentials are already masked out for all help-desk connections.
     • Ignore conversation content: Select this option if you don’t want to store your help desk ticket content in Zendesk QA. This data is pulled in on-demand when a conversation is opened for review. If you select this option, the following data-backed features will not be available:
       • Spotlight insights
       • AutoQA
       • Conversation content translations
       • Zendesk QA AI metrics filters.
     • Ignore attachments: Select this option to prevent Zendesk QA from storing URLs of conversation attachments. This data is pulled in on-demand when a conversation is opened for review.
     • Only sync conversations that: Enter the names of the ticket tags and groups you want to include or exclude from syncing into Zendesk QA. Tags are not case-sensitive.
   • Add Amazon Connect: If you use a call center solution other than Zendesk, you can connect it to Voice QA with Zendesk Talk Partner Edition. For Amazon Connect users, enter your AWS details here. You can find all relevant information within your Amazon Connect account.
5. When you're finished, click Update connection.