Setting up and using the Zendesk QA Chrome extension

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<p id="docs-hc-snippet" style="display: none;">The Zendesk QA browser extension for Chrome lets you use Zendesk QA from within your help desk or other browser-based software. Complete assignments and perform key tasks without switching tools.</p>
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<strong>Add-on</strong>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Chrome browser extension to review conversations from your help desk or other browser-based tools without switching apps. You can create a conversation, submit feedback, view ratings and comments, and manage disputes, wrong reviewees, edits, and deletions. It also works with unique conversation URLs and supports custom fields for review details.</p>
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<p class="p">The Zendesk QA browser extension for Chrome lets you use Zendesk QA from within your help
desk or other browser-based software. Complete assignments and perform key tasks without
switching tools.</p>
<div class="p">This article includes the following topics:<ul class="ul" id="topic-1__ul_wld_q2z_jgc">
<li class="li"><a class="xref" href="#topic_tnp_n2z_jgc">Setting up the Zendesk QA Chrome
extension</a></li>
<li class="li"><a class="xref" href="#topic_xnr_42z_jgc">Opening the browser extension</a></li>
<li class="li"><a class="xref" href="#topic_dlx_42z_jgc">Providing feedback on a conversation using
the browser extension</a></li>
<li class="li"><a class="xref" href="#topic_ff2_p2z_jgc">Creating a conversation using the browser
extension</a></li>
<li class="li"><a class="xref" href="#topic_sjm_p2z_jgc">Viewing feedback on a conversation using
the browser extension</a></li>
<li class="li"><a class="xref" href="#topic_ugs_p2z_jgc">Managing feedback on a conversation using
the browser extension</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_tnp_n2z_jgc">
<h2 class="title topictitle2" id="ariaid-title2">Setting up the Zendesk QA Chrome extension</h2>
<div class="body">
<p class="p">Add the Chrome extension, then connect it to your Zendesk QA account.</p>
<p class="p"><strong class="ph b" id="topic_tnp_n2z_jgc__docs-internal-guid-fd322746-7fff-6c93-203f-9c254f23462d">To set up the Zendesk QA
Chrome extension</strong></p>
<div class="p">
<ol class="ol" id="topic_tnp_n2z_jgc__ol_q4j_w2z_jgc">
<li class="li">Open your Chrome browser, then locate the <a class="xref" href="https://chromewebstore.google.com/detail/zendesk-qa/eienihkhapninadhneligjdemdpkakme" target="_blank">Zendesk QA extension</a> in the Chrome Web
Store.</li>
<li class="li">Click <strong class="ph b">Add to Chrome</strong>.</li>
<li class="li">Click <strong class="ph b">Add extension</strong> to grant the necessary permissions.</li>
<li class="li">Click the extensions icon in Chrome, then click <strong class="ph b">Zendesk QA</strong> to open the
extension.</li>
<li class="li">Enter the credentials for your Zendesk QA account, then click <strong class="ph b">Sign in</strong>.<p class="p"><img class="image img-screenshot" id="topic_tnp_n2z_jgc__image_skd_rsz_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_extension_login.png" width="800"></p>
</li>
<li class="li">(Optional) To pin the extension to your browser, click the extensions icon in Chrome,
then click the pin icon next to Zendesk QA.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_xnr_42z_jgc">
<h2 class="title topictitle2" id="ariaid-title3">Opening the browser extension</h2>
<div class="body">
<p class="p">Open the extension to review a conversation as you would in the Zendesk QA workspace. </p>
<div class="p">
<strong class="ph b">To open the Zendesk QA browser extension</strong><ol class="ol" id="topic_xnr_42z_jgc__ol_ihx_rz4_lgc">
<li class="li">In your Chrome browser, navigate to the conversation or other web page you want to
review.</li>
<li class="li">Click the extensions icon, then click <strong class="ph b">Zendesk QA</strong>.<p class="p">The Zendesk QA browser
extension window opens in Chrome’s side panel. </p>
</li>
<li class="li">If you haven’t set up a connection to the current website, click <strong class="ph b">Connect
with</strong>.</li>
<li class="li"> If necessary, switch between workspaces by clicking the workspace name at the bottom
of the extension window and selecting a different workspace.<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Tracking pauses when the agent is idle for more than 15 seconds. Closing the
side panel by clicking the X stops time tracking immediately to prevent unintended
time logging.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dlx_42z_jgc">
<h2 class="title topictitle2" id="ariaid-title4">Providing feedback on a conversation using the browser extension</h2>
<div class="body">
<p class="p">You can review a conversation within any browser-based software as long as the conversation
has a unique URL. </p>
<p class="p">After you submit a review through the extension, the reviewee can view the feedback
directly from the extension or within Zendesk QA under Reviews. Scores and comments added in
the extension, appear on the dashboard as they would if they were added in Zendesk QA.</p>
<p class="p"><strong class="ph b" id="topic_dlx_42z_jgc__docs-internal-guid-f6257ad7-7fff-f85b-4672-1e0aa92270cb">To review a conversation
with the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_dlx_42z_jgc__ol_kp5_m1p_lgc">
<li class="li">In your Chrome browser, navigate to the conversation you want to review.</li>
<li class="li">Click the extensions icon, then click <strong class="ph b">Zendesk QA</strong> to open the extension.</li>
<li class="li">If the conversation is new to Zendesk QA, you must <a class="xref" href="#topic_ff2_p2z_jgc">create it</a>.</li>
<li class="li">Complete the review, then click <strong class="ph b">Submit</strong>.<p class="p"><img class="image img-screenshot" id="topic_dlx_42z_jgc__image_wgp_4ql_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_extension_review_done.png" width="300"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_ff2_p2z_jgc">
<h2 class="title topictitle2" id="ariaid-title5">Creating a conversation using the browser extension</h2>
<div class="body">
<p class="p">If you’re reviewing a conversation that doesn’t exist in Zendesk QA, you must first
provide some details and create it.</p>
<p class="p"><strong class="ph b">To create a conversation in Zendesk QA using the browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_ff2_p2z_jgc__ol_i1n_nbp_lgc">
<li class="li">In your Chrome browser, navigate to the conversation you want to review.</li>
<li class="li">Click the extensions icon, then click <strong class="ph b">Zendesk QA</strong> to open the extension.</li>
<li class="li">Select an <strong class="ph b">Assignee</strong> and enter a <strong class="ph b">Conversation reference</strong> to identify the
ticket. <p class="p"><img class="image img-screenshot" id="topic_ff2_p2z_jgc__image_cpx_zxg_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_browser_extension.png" width="300"></p>
</li>
<li class="li">(Optional) Add a custom field by entering a field <strong class="ph b">Name</strong> and
<strong class="ph b">Value</strong>.<p class="p">Custom fields appear in the Info section of the review but are not
filterable.</p>
</li>
<li class="li">Click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_sjm_p2z_jgc">
<h2 class="title topictitle2" id="ariaid-title6">Viewing feedback on a conversation using the browser extension</h2>
<div class="body">
<p class="p">You can view ratings and feedback directly in the extension. </p>
<p class="p"><strong class="ph b">To view feedback on a conversation with the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_sjm_p2z_jgc__ol_sk5_rcp_lgc">
<li class="li">In your Chrome browser, navigate to the conversation you want to review.</li>
<li class="li">Click the extensions icon, then click <strong class="ph b">Zendesk QA</strong> to open the extension.</li>
<li class="li">Click the conversation feedback icon.</li>
<li class="li">Reply to reviews or add reactions as needed.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ugs_p2z_jgc">
<h2 class="title topictitle2" id="ariaid-title7">Managing feedback on a conversation using the browser extension</h2>
<div class="body">
<div class="p">Depending on your role, users can manage feedback in the extension in the following
ways:<ul class="ul" id="topic_ugs_p2z_jgc__ul_rzr_mvx_sgc">
<li class="li"><a class="xref" href="#topic_ilk_kdp_lgc">Initiate or respond to
disputes</a></li>
<li class="li"><a class="xref" href="#topic_tvw_ldp_lgc">Dispute a wrong reviewee</a></li>
<li class="li"><a class="xref" href="#topic_o5g_mdp_lgc">Edit a review</a></li>
<li class="li"><a class="xref" href="#topic_s4m_mdp_lgc">Delete a review</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_ilk_kdp_lgc">
<h3 class="title topictitle3" id="ariaid-title8">Initiating or responding to disputes</h3>
<div class="body">
<p class="p">Reviewers and agents can start disputes on their own reviews. Reviewers can resolve
disputes assigned to them. Admins, workspace managers, and leads can
start or resolve any dispute. </p>
<p class="p"><strong class="ph b" id="topic_ilk_kdp_lgc__docs-internal-guid-8041a07a-7fff-4b76-2610-b4519ad79909">To dispute feedback with
the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_ilk_kdp_lgc__ol_uh4_pxp_lgc">
<li class="li">On the conversation feedback screen, click the options menu (<img class="image" height="16" id="topic_ilk_kdp_lgc__image_iz1_xdp_sdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) beside the review you want to
dispute, then select <strong class="ph b">Dispute review</strong>.</li>
<li class="li">(Optional) Select a new user to escalate to.</li>
<li class="li">(Optional) Select different scores you think are fair.</li>
<li class="li">Enter comments and click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
<p class="p"><strong class="ph b" id="topic_ilk_kdp_lgc__docs-internal-guid-073104cb-7fff-7b6f-4055-04810b2064a9">To respond to a dispute
with the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_ilk_kdp_lgc__ol_kt2_mjx_lgc">
<li class="li">On the conversation feedback screen, click the options menu (<img class="image" height="16" id="topic_ilk_kdp_lgc__image_a14_tmx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) beside the disputed review, then
select <strong class="ph b">View the dispute</strong>.</li>
<li class="li">Respond to the dispute in one of the following ways:<div class="p">
<ul class="ul" id="topic_ilk_kdp_lgc__ul_t1h_4jx_lgc">
<li class="li">To accept the dispute, click <strong class="ph b">Accept</strong>.</li>
<li class="li">To reject the dispute, click <strong class="ph b">Reject</strong>, provide comments, then click
<strong class="ph b">Submit</strong>.</li>
</ul>
</div>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_tvw_ldp_lgc">
<h3 class="title topictitle3" id="ariaid-title9">Disputing a wrong reviewee</h3>
<div class="body">
<p class="p">Admins, workspace managers, leads, and reviewees can dispute a review
for having the wrong reviewee.</p>
<p class="p"><strong class="ph b">To dispute a wrong reviewee with the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_tvw_ldp_lgc__ol_xlc_wjx_lgc">
<li class="li">On the conversation feedback screen, click the options menu (<img class="image" height="16" id="topic_tvw_ldp_lgc__image_j3k_5mx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) beside the review you want to edit,
then select <strong class="ph b">Wrong reviewee</strong>.</li>
<li class="li">(Optional) Select a new user to escalate to.</li>
<li class="li">Explain why you think the reviewee is the wrong recipient for the feedback, then
click <strong class="ph b">Submit</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_o5g_mdp_lgc">
<h3 class="title topictitle3" id="ariaid-title10">Editing a review</h3>
<div class="body">
<p class="p">Admins and workspace managers can edit any review. Anyone can edit
their own self-review.</p>
<p class="p"><strong class="ph b">To edit feedback with the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_o5g_mdp_lgc__ol_ffd_fkx_lgc">
<li class="li">On the conversation feedback screen, click the options menu (<img class="image" height="16" id="topic_o5g_mdp_lgc__image_j3q_5mx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) beside the review you want to edit,
then select <strong class="ph b">Edit</strong>.</li>
<li class="li">Make changes to the review, then click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_s4m_mdp_lgc">
<h3 class="title topictitle3" id="ariaid-title11">Deleting a review</h3>
<div class="body">
<p class="p">Admins and workspace managers can delete any review. Anyone can delete
their own self-review.</p>
<p class="p"><strong class="ph b">To delete feedback with the Zendesk QA browser extension</strong></p>
<div class="p">
<ol class="ol" id="topic_s4m_mdp_lgc__ol_dgd_clx_lgc">
<li class="li">On the conversation feedback screen, click the options menu (<img class="image" height="16" id="topic_s4m_mdp_lgc__image_fzw_5mx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="16">) beside the review you want to
delete, then select <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Delete review</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
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