Solidroad + Zendesk Integration Guide

Last updated: July 17, 2026

Automatically evaluate your Zendesk tickets and Zendesk Talk calls using Solidroad's scorecards. This guide walks you through connecting Zendesk, then running quality assurance (QA) on your conversations at scale.

Before you start: You'll need a Zendesk admin account to authorise the connection, and a Solidroad user role with permission to manage integrations.

What the Zendesk integration does

The Zendesk integration pulls support tickets (including email and chat) and Zendesk Talk phone conversations directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of tickets in a single session - surfacing performance insights, coaching opportunities, and trends across your whole support team.

Step 1: Turn on the Zendesk integration

Enable Zendesk from within Solidroad so it can request access to your ticket data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Zendesk and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Zendesk data.

What to do:

  1. When the access prompt appears, enter your Zendesk subdomain if requested, then continue.

  2. You'll be redirected to Zendesk — sign in and approve the integration.

  3. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

Why it matters: Authorising with an admin account gives Solidroad read access to the tickets and calls you want to score. Without it, no conversations will be available in your evaluations.

How to run QA on Zendesk conversations

Solidroad can score both Zendesk tickets (email and chat) and Zendesk Talk phone conversations.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your conversations.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click Create Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Zendesk is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the conversations will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your conversations

Narrow down which tickets are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range, channel, group, or ticket status.

  2. Optionally, use custom attributes (such as tags, brand, or priority) to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent should be scored when multiple agents worked a single ticket.

  2. Click Analyze. Processing may take a few moments depending on the volume of conversations.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every conversation included in the evaluation.

  • The middle panel shows the full Zendesk ticket - public replies, internal notes, and recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Zendesk toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Authorisation failed? Make sure you're logged into the correct Zendesk admin account and that your subdomain is entered correctly.

  • No conversations appearing? Review your filters and conditions — widen the date range or loosen filters so they match your current Zendesk data.

Now that Zendesk is connected, you can score tickets and calls in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.