Managing help desk connections in Zendesk QA




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Quality Assurance (QA) or Workforce Engagement Management (WEM)






Verified AI summary ◀▼
Admins can manage help desk connections to import conversation data automatically. You can edit connection settings to rename connections, hide sensitive data, set retention periods, and use advanced options to protect privacy. Options include masking customer data, ignoring conversation content or attachments, and syncing specific conversations. For additional connections, contact your sales representative.




Location: Zendesk QA > Settings > Connections

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.
This article describes how admins can configure help desk connections in Zendesk
QA.

Note: If you require additional connections, contact your Zendesk Sales Representative. You can add up to 50
connections.
Advanced options let 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.
To manage your help desk connection

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click
Connections.
Next to the connection you want to manage, click the options menu ( ), or click the pencil icon ( ) if you're editing your native connection, then select
Edit connection.
You can edit the following options:

Name: Enter a new name for your help desk connection.

Hide sensitive data fields: Enter the custom ticket field IDs you want to exclude when importing
data from your help desk. Separate each field ID with a comma.

Retention period: 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 reviews and review data in dashboards.

QA data does not affect the data storage limit of your Zendesk account.



Show advanced options: 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. You can manage
the following advanced options:



Mask customer data: Select if you want to hide the ticket requester's end user name, email, and phone number in conversations.
Bank credentials are already masked for all help desk connections.

Ignore conversation content: 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:
Spotlight insights
AutoQA
Conversation content translations
Zendesk QA AI metrics filters.



Ignore attachments: 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.

Only sync conversations that: Enter the names of the ticket tags and groups you want to include or exclude from syncing into
Zendesk QA. Tags are not case-sensitive.



Add Amazon Connect: If you use a call center solution other than Zendesk, you
can connect it to Voice QA with Zendesk Talk Partner Edition. For Amazon Connect
users, enter your AWS details here. You can find all relevant information within your
Amazon Connect account.


When you're finished, click Update connection.



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