Exporting data from Zendesk QA

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

This article describes how to export data from Zendesk QA using the API. Exporting data allows you to analyze and review customer interactions outside of the Zendesk QA platform.

Admins and Account Managers can set up an API connection in Zendesk QA.

This article contains the following sections:

• Setting up an API connection
• Exporting data with API
• Response structure

Setting up an API connection

To export data, you first need to set up an API connection in your Zendesk QA account. You will need the API token, account ID, and workspace ID from that step to continue.

Exporting data with API

The Zendesk QA (formerly Klaus) Public Export API reference guide lists the available exportable data. Data related to reviews can be exported, excluding voice transcripts, AutoQA data, and data from dashboards.

To export data using the API

1. Acquire the API token, account ID, and workspace ID from your API connection setup.
2. Make a GET request to /api/v1/payment/42000/workspace/11759/reviews by setting the token as a Bearer token in the Authorization header.

An example request with curl would look like this:

curl 'https://kibbles.klausapp.com/api/v2/account/<account_id>/workspace/<workspace_id>/reviews?fromDate=2020-01-01T00%3A00%3A00%2B00%3A00&toDate=2020-03-31T00%3A00%3A00' \
  -H 'accept: application/json' \
  -H 'Authorization: Bearer YOUR_API_TOKEN'

• For an account-wide export, you can use our /api/v2/account/<account_id>/reviews endpoint.
• Both endpoints also accept page and pageSize parameters for pagination.

Response structure

The structure of the response:

{
  "conversations": [
    {
      "externalId": "string",
      "url": "string",
      "externalUrl": "string",
      "lastUpdated": "string",
      "reviews": [
        {
          "id": "string",
          "reviewer": {
            "email": "string",
            "name": "string",
            "avatar": "string"
          },
          "reviewee": {
            "email": "string",
            "name": "string",
            "avatar": "string"
          },
          "score": 0,
          "ratings": [
            {
              "categoryId": "string",
              "categoryName": "string",
              "score": 0,
              "weight": 0,
              "critical": true,
              "cause": "string"
            }
          ],
          "comment": "string",
          "thread": [
            {
              "id": "string",
              "owner": {
                "email": "string",
                "name": "string",
                "avatar": "string"
              },
              "comment": "string",
              "created": "string",
              "updated": "string",
              "thread": [
                "string"
              ],
              "tags": [
                {
                  "tag": "string",
                  "user": {
                    "email": "string",
                    "name": "string",
                    "avatar": "string"
                  }
                }
              ]
            }
          ],
          "tags": [
            {
              "tag": "string",
              "user": {
                "email": "string",
                "name": "string",
                "avatar": "string"
              }
            }
          ],
          "created": "string",
          "updated": "string",
          "received": true,
          "reviewTime": "string",
          "scorecard": {
            "id": "string",
            "name": "string"
          }
        }
      ],
      "comments": [
        {
          "id": "string",
          "owner": {
            "email": "string",
            "name": "string",
            "avatar": "string"
          },
          "comment": "string",
          "created": "string",
          "updated": "string",
          "thread": [
            "string"
          ],
          "tags": [
            {
              "tag": "string",
              "user": {
                "email": "string",
                "name": "string",
                "avatar": "string"
              }
            }
          ]
        }
      ],
      "workspaceId": "string"
    }
  ],
  "pagination": {
    "page": 0,
    "pageSize": 0,
    "total": 0
  }
}

Note: externalId in Zendesk QA's Public Export API reference guide corresponds to the ticket_id ID in Zendesk Support.