The Zendesk QA browser extension allows you to grade conversations and provide feedback to your agents directly inside your help desk or any other browser-based software. It eliminates the need to move between tabs, saving you significant time. The extension also promotes a habit of consistently reviewing conversations throughout your day.
Admins, account managers, (workspace) managers and reviewers can set up and use the Zendesk QA browser extension.
This article contains the following sections:
- Setting up the browser extension
- Using the browser extension
- Using assignments with the extension
- Consulting reviews in Zendesk QA
Setting up the browser extension
To set up the Zendesk QA browser extension, follow these steps:
- Add the extension to Chrome.
- Click the the extension and, when prompted, sign in to your Zendesk QA account.
- Connect with your domain and workspaces (for new accounts only).
Using the browser extension
As a reviewer, you can review a conversation within any browser-based software, as long as there's a unique URL to connect the review to. You can add scores, comments, tags, GIFs, and emojis the same way you do in the main Zendesk QA app.
The browser extension can be used across different tabs, resized and moved around the screen.
Once you submit a review, reviewees can consult the feedback directly from the extension, or by clicking the conversation in the notifications panel to access it in Zendesk QA.
You can also view ratings and feedback, edit, delete, and dispute the reviews directly in the extension.
All scores and comments left via the extension will show in the dashboard just as they would if the review was done in the desktop app.
Using assignments with the extension
To use assignments with the extension, open the conversation you want to review. You'll see the list of your assignments.
The assignment name and goal are only displayed if you navigate to the conversation directly from the Assignments view.
Consulting reviews in Zendesk QA
Completed reviews can be found both in Zendesk QA and the extension, under the Activity tab.
You can add a filter in the Conversations view within the app to display all reviewed conversations in the extension.
Reviews will also be visible in the Received and Given Reviews page.
