How to Filter Conversations in Zendesk QA
How can I filter conversations in Zendesk QA?
Filtering conversations in Zendesk QA helps you find the right interactions to review. You can create public or private filters based on any help desk field, including standard, custom, and tags. These filters can be saved for future use and are accessed from the sidebar under Conversations. Common filter conditions include replay count, assignee, satisfaction score, and created date. For more detailed guidance, check out the originalZendesk article.
More related questions
What options are available for refining my search in Zendesk QA?
After filtering your conversations, you can refine your search in Zendesk QA using dropdown options. These options allow you to choose how conversations are displayed, how many you want to see, and which assignee's conversations you want to view….
How do I review conversations and messages in Zendesk QA?
To review a conversation in Zendesk QA, select it from the list and click the Review button to enter review mode. You can review the entire conversation or focus on specific messages, especially if multiple agents are involved. The side panel…
Can I translate conversations in Zendesk QA?
Yes, you can translate conversations in Zendesk QA from supported languages to English. Simply click the globe icon to initiate the translation. This feature is particularly useful for understanding conversations in different languages.
How do I star conversations for later in Zendesk QA?
In Zendesk QA, you can save a conversation for later by using the star button. Starred conversations are easily accessible under the Starred conversation filter, allowing you to quickly find and review them at a later time.
How can I leave scores and comments in Zendesk QA?
After reviewing a conversation in Zendesk QA, you can leave scores for each category. A score out of 100% is calculated based on the weights of your critical categories. Additionally, leaving comments is encouraged, and you can expand the comment…
What is the process for submitting a review in Zendesk QA?
Once you've added scores and comments in Zendesk QA, submit the score to the agent. If the agent is invited, they will receive a notification to log in and view the feedback in their My Received Reviews inbox. This ensures that agents are aware of…
How do I add a conversation to a calibration session in Zendesk QA?
In Zendesk QA, you can add a conversation to a new or existing calibration session directly from the conversation view. This feature helps in aligning quality standards and ensuring consistent evaluation across different conversations.
What does pinning a conversation mean in Zendesk QA?
Pinning a conversation in Zendesk QA allows you to emphasize important interactions or those requiring coaching. You can pin a conversation to a coaching session and associate it with a specific user, making it easier to focus on key areas for…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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