Managing help desk connections in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">When you connect your help desk to Zendesk Quality Assurance (QA), all conversation-related data is automatically imported. Tickets from your help desk sync with Zendesk QA every four to six hours.</p>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Manage help desk connections to import conversation data and configure privacy settings, like masking customer data and setting retention periods. You can also delete connections, but remember one native connection must remain active. Use advanced options to filter content and sync specific conversations. For additional connections, contact your sales representative.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Connections</div>
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<p class="p" dir="ltr">When you connect your help desk to Zendesk Quality Assurance (QA), all
conversation-related data is automatically imported. Tickets from your help desk sync with
Zendesk QA every four to six hours. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Call recordings must be imported into Zendesk QA before they can be analyzed. To do
this, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8536077648538" target="_blank">activate Voice QA</a>.</div>
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<p class="p" dir="ltr">You can review your connections to Support and configure them as needed. For
example, you may want 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 also set a retention period, so conversations that remain inactive for the specified time
are automatically deleted. Additionally, you can remove existing connections. This article
describes how admins can configure and delete help desk connections in Zendesk QA. </p>
<div class="note tip">
<span class="tiptitle">Tip:</span> If you require additional connections, contact your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk Sales Representative</a>. You can add up to 50
connections.</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic-1__ul_m1n_byr_m3c">
<li class="li"><a class="xref" href="#topic_a5x_wyr_m3c">Managing help desk connections</a></li>
<li class="li"><a class="xref" href="#topic_vyv_yyr_m3c">Deleting help desk connections</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_a5x_wyr_m3c">
<h2 class="title topictitle2" id="ariaid-title2">Managing help desk connections</h2>
<div class="body">
<p class="p">Admins can review connections to Support and configure them as needed in Zendesk QA.</p>
<p class="p" dir="ltr"><strong class="ph b">To manage your help desk connection</strong></p>
<ol class="ol" id="topic_a5x_wyr_m3c__ol_b5x_wyr_m3c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_a5x_wyr_m3c__d8e159" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">Connections</strong>.</span></li>
<li class="li">Next to the connection you want to manage, click the options menu (<img class="image" id="topic_a5x_wyr_m3c__image_c5x_wyr_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="18">) and select <strong class="ph b">Edit connection</strong>.<p class="p"><img class="image" id="topic_a5x_wyr_m3c__image_ayp_j3s_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_edit_connection.png" width="850"></p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> If you're editing a native connection, click the pencil icon (<img class="image" id="topic_a5x_wyr_m3c__image_ajz_43s_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_edit_pencil.png" width="28">) instead.</div>
</div>
You can edit the following options: <ul class="ul" id="topic_a5x_wyr_m3c__ul_f5x_wyr_m3c">
<li class="li" dir="ltr">
<strong class="ph b">Name</strong>: Enter a new name for your help desk connection.</li>
<li class="li" dir="ltr">
<strong class="ph b">Hide sensitive data fields</strong>: Enter the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883152794" target="_blank">custom ticket field IDs</a> you want to exclude when importing
data from your help desk. Separate each field ID with a comma.</li>
<li class="li" dir="ltr">
<strong class="ph b">Retention period</strong>: 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, meaning tickets without any activity, such as
status or assignee changes, will be deleted. This deletion does not include <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_ows_lv2_p2c" target="_blank">reviews</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">review data in dashboards</a>.<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> QA data does not affect the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835043994" target="_blank">data storage limit of your Zendesk account</a>.</div>
</div>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Show advanced options</strong>: 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. <p class="p" dir="ltr">You
can manage the following advanced options:</p>
<p class="p"><img class="image" id="topic_a5x_wyr_m3c__image_kcn_q3s_r3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_connection_advanced.png" width="450"></p>
<ul class="ul" id="topic_a5x_wyr_m3c__ul_h5x_wyr_m3c">
<li class="li">
<strong class="ph b">Mask customer data</strong>: Select if you want to hide the ticket requester's
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828129946" target="_blank">end user name, email, and phone number</a> in
conversations. Bank credentials are already masked for all help desk
connections.</li>
<li class="li">
<strong class="ph b">Ignore conversation content</strong>: 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:<ul class="ul" id="topic_a5x_wyr_m3c__ul_i5x_wyr_m3c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074" target="_blank">Spotlight insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">AutoQA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">Conversation content translations</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759449114#topic_yzk_zm4_52c__metrics" target="_blank">Zendesk QA AI metrics filters.</a></li>
</ul>
</li>
<li class="li">
<strong class="ph b">Ignore attachments</strong>: 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.</li>
<li class="li">
<strong class="ph b">Only sync conversations that</strong>: Enter the names of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408835059482" target="_blank">ticket tags</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831652890" target="_blank">groups</a> you want to include or exclude from syncing into
Zendesk QA. Tags are not case-sensitive.</li>
</ul>
</li>
</ul>
</li>
<li class="li">When you're finished, click <strong class="ph b">Update connection</strong>.</li>
</ol>
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</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_vyv_yyr_m3c">
<h2 class="title topictitle2" id="ariaid-title3">Deleting help desk connections</h2>
<div class="body">
<p class="p">Admins can delete connections in Zendesk QA. However, one native connection must remain
active at all times and cannot be removed.</p>
<p class="p">All help desk-related data for the deleted connection will be removed from Zendesk QA,
including conversations, fields, and tags. This action is irreversible. Review data will
still be accessible from specific views, such as the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546#topic_wsw_cly_ydc" target="_blank">Activity page</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043701144858" target="_blank">Dashboards</a>, but links to conversations are no longer available in
Zendesk QA. To avoid this, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">Zendesk customer support</a> to request deactivation or
to mark the connection as inactive instead of deleting it. </p>
<p class="p" dir="ltr"><strong class="ph b">To delete a help desk connection</strong></p>
<ol class="ol" id="topic_vyv_yyr_m3c__ol_url_s1s_m3c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_vyv_yyr_m3c__d8e159" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">Connections</strong>.</span></li>
<li class="li">Next to the connection you want to remove, click the options menu (<img class="image" id="topic_vyv_yyr_m3c__image_vrl_s1s_m3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="18">) and select <strong class="ph b">Delete connection</strong>.</li>
<li class="li">Type "delete connection" and confirm that you understand this will remove all help
desk-related data for this connection from Zendesk QA, including conversations, fields,
and tags. This action is irreversible.</li>
<li class="li">Click <strong class="ph b">Delete connection</strong>.</li>
</ol>
</div>
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