What the Zendesk Integration Does
The Zendesk integration allows you to pull support tickets directly from Zendesk into Solidroad, where they can be automatically scored using your customized Solidroad scorecards.
You can use scorecards to evaluate:
Communication skills
Technical resolution accuracy
Process compliance
Any other quality criteria your support team values
With this integration, you can run bulk evaluations, scoring large volumes of support conversations to uncover trends, identify coaching opportunities, and improve customer experience.
What You’ll Need
To set up the Zendesk integration, you must have:
A Zendesk admin account (required for authorization)
Access to Solidroad with permission to manage integrations
How to Set Up the Zendesk Integration
Log in to Solidroad.
Navigate to the Integrations tab, located in the bottom-left corner of the main navigation.
Locate the Zendesk integration and toggle it on.
A prompt will appear requesting access to your Zendesk data, specifically your ticket and conversation data.
You will be redirected to Zendesk, where you must authorize the integration.
After authorization, you will return to Solidroad. The toggle will appear active, confirming that setup is complete.
How to Run QA on Zendesk Tickets
Go to the Quality tab in Solidroad.
Click "New Bulk Evaluation."
Enter a name for your evaluation.
The Zendesk integration will be preselected, or you can choose it manually.
Select an existing scorecard or create a new one.
Define filter conditions to determine which Zendesk tickets should be scored.
Optionally, apply custom attribute filters (such as tags, channels, or issue types).
Note: Only the first round of filters will show a preview of how many conversations match your criteria. Custom attribute filters do not show a live count due to current platform limitations.
On the final step, select which agent should be scored in each case if multiple agents are involved.
Click "Analyze" to begin the evaluation. It may take several minutes depending on ticket volume.
Reviewing Evaluation Results
Once the evaluation is complete, you will see:
A left panel listing all evaluated tickets
A middle panel showing each ticket's full thread, internal notes, and actions
A right panel displaying:
Auto QA results
Scorecard breakdown
First response time
Handling time
Suggested improvements with real ticket examples
Troubleshooting Tips
Ensure you have the correct Solidroad permissions if you do not see the Zendesk toggle.
Confirm your Zendesk admin credentials if the authorization fails.
Double-check your evaluation filters if no tickets appear.
Need help building scorecards for your support team? Contact our support team for best practices and personalized setup assistance, at [email protected].