Zendesk QA (formerly Klaus) is Zendesk's quality assurance product for support teams. Reviewers score support conversations against a scorecard of categories such as Empathy, Tone and Solution, and the scores roll up into an Internal Quality Score (IQS) and a pass rate for each agent. AutoQA uses AI to score every conversation using its own set of categories, yielding an Auto Quality Score (AQS).
Connect Zendesk QA to Geckoboard to show your manual and AutoQA reviews and ratings on your dashboards. Your data refreshes every 10 minutes.
Before you start
You'll need:
An admin role in Zendesk QA
A Zendesk QA custom integration that has access to the workspace you want to connect. See Zendesk QA's custom integration guide for how to create one
Your Zendesk subdomain and API token
Connect Zendesk QA
On your dashboard, click + Add widget, then search for and click Zendesk QA.
Enter your Zendesk subdomain and API token. Geckoboard needs these to access your Zendesk QA account.
Click Connect via Zendesk QA to create the connection.
On the widget configuration screen that appears, start building your widget and save it whenever you're ready.
What you can track
Area | What you can show |
Manual reviews | Internal Quality Score (IQS), pass rate, the number of reviewed conversations, and a list of reviews |
AutoQA | Auto Quality Score (AQS), the number of auto-reviewed conversations, and a list of AutoQA reviews |
Category ratings | Category scores for manual and AutoQA ratings, and a list of ratings |
You can break down and filter your data by reviewee, workspace and category. For AutoQA, you can also use language, channel and whether the conversation was with a bot.
You can also ask questions about your Zendesk QA data in plain English with the Metrics MCP.
What to expect
Manual reviews and AutoQA are kept separate
Manual reviews and AutoQA reviews come from separate data in Zendesk QA, and they stay separate in Geckoboard.
Why your numbers may differ from Zendesk QA
Timezones. Zendesk QA's dashboard reports in UTC, while Geckoboard uses your dashboard's timezone. Your figures are correct for your timezone, but daily totals can differ slightly from Zendesk QA, for example, if you're on British Summer Time. To match Zendesk QA exactly, use a dedicated dashboard set to Iceland (a country which uses UTC year-round).
Pass rate. Geckoboard can't read the pass threshold you've set in Zendesk QA, so the pass rate defaults to 80%. If your account uses a different threshold, contact our support team with a screenshot of your setting (profile picture, Settings, Account, General in Zendesk QA), and we'll update it for you.
AI agents. Zendesk QA doesn't tell us who the reviewee is when an AI agent has been reviewed manually. Those reviews appear as "No value" when you break down by reviewee, and totals can differ from Zendesk QA when AI agents are reviewed.
AQS. AQS is the average of all your AutoQA category ratings, so it can differ slightly from the average of the AutoQA score on each conversation.
Auto-reviewed conversations. This counts conversations where at least one category was rated. AutoQA conversations with no rated categories have no score, so they aren't counted.
Self-reviews. Reviews where someone reviewed their own work are included.