Zendesk QA allows Admins, Account Managers, and (Workspace) Managers to create multiple scorecards so that you can evaluate different channels or teams with specific criteria.

This article contains the following sections:

  • Creating scorecards
  • Creating conditional and static scorecards

Creating scorecards

To create a new scorecard

  1. Click the Settings icon (your profile photo) then choose Users and Workspaces.
  2. Under the relevant workspace, choose Scorecards, then Create category
  3. Enter a name for the new scorecard. You can also add a description if desired.
  4. Assign scorecards to the rating category.
  5. Assign a weight for the category based on its importance to your ticket score calculation.
  6. Add a rating scale: Binary, 3-point, 4-point, 5-point.
  7. Toggle on/off Critical rating category and Add root causes to explain rating.
  8. Click Create category.

Creating conditional and static scorecards

In Zendesk QA, you can either have Conditional or Static scorecards. Both conditional and static scorecards are created at the workspace level, so each workspace can have its own scorecards.

Creating conditional scorecards

Conditional scorecards are automatically selected based on the conditions you set. This section explains how to create a conditional scorecard. Note that they are available only on the legacy Professional and Advanced plans, Growth, AI suite and Enterprise. 

To create a conditional scorecard

  1. Navigate to Users and Workspaces > Workspaces > [Workspace name] > Scorecards and click on the cog icon (⚙️).
  2. Select the Conditional rating category type.
  3. Save.

When you add or edit a rating category, you can create conditions that the conversation must meet for the scorecard to be automatically selected.

For example, if you are reviewing a conversation from the Conversation channel with a Satisfaction Score of 3, the Product Knowledge Rating Category will be available to grade. Setting up conditional scorecards saves time as you don't need to manually select the scorecard each time you review a conversation.

Creating static scorecards

Static scorecards need to be manually selected when you are reviewing conversations. This section explains how to create a static scorecard.

To create a static scorecard

  1. Select the Static rating category option.
  2. Tag each rating category with the scorecard you have selected.

When reviewing a conversation, you can choose the scorecard you want to use.

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