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Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

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.

This article contains the following sections:
  • Setting up the Zendesk QA Chrome browser extension
  • Opening the browser extension
  • Providing feedback on a conversation using the browser extension
  • Creating a conversation using the browser extension
  • Viewing feedback on a conversation using the browser extension
  • Managing feedback on a conversation using the browser extension

Setting up the Zendesk QA Chrome browser extension

Add the browser extension as you would any other extension in Chrome, then connect it to your Zendesk QA account.

To set up the Zendesk QA Chrome browser extension

  1. Open your Chrome browser, then locate the Zendesk QA extension in the Chrome Web Store.
  2. Click Add to Chrome.
  3. Click Add extension to grant the necessary permissions.
  4. Click the extensions icon in Chrome, then click Zendesk QA to open the extension.
  5. Enter the credentials for your Zendesk QA account, then click Sign in.
  6. (Optional) To pin the extension to your browser, click the extensions icon in Chrome, then click the pin icon next to Zendesk QA.

Opening the browser extension

Open the extension to review a conversation as you would in the Zendesk QA workspace. You can resize the extension window and move it around as needed.

To open the Zendesk QA browser extension
  1. In your Chrome browser, navigate to the conversation or other web page you want to review.
  2. Click the extensions icon, then click Zendesk QA.

    The extension window opens. If you haven’t set up a connection to the website that you’re on, click Connect with.

  3. If needed, switch between workspaces by clicking the workspace name at the bottom of the extension window and selecting a different workspace.

Providing feedback on a conversation using the browser extension

You can review a conversation within any browser-based software as long as the conversation has a unique URL.

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.

To review a conversation with the Zendesk QA browser extension

  1. In your Chrome browser, navigate to the conversation you want to review.
  2. Click the extensions icon, then click Zendesk QA to open the extension.
  3. If the conversation is new to Zendesk QA, you must create it.
  4. Complete the review, then click Submit.

Creating a conversation using the browser extension

If you’re reviewing a conversation that doesn’t exist in Zendesk QA, you must first provide some details and create it.

To create a conversation in Zendesk QA using the browser extension

  1. In your Chrome browser, navigate to the conversation you want to review.
  2. Click the extensions icon, then click Zendesk QA to open the extension.
  3. Select an Assignee and enter a Conversation reference to identify the ticket by.
  4. (Optional) Add a custom field by entering a field Name and Value.

    Custom fields appear in the Info section of the review but are not filterable.

  5. Click Create.

Viewing feedback on a conversation using the browser extension

You can view ratings and feedback directly in the extension.

To view feedback on a conversation with the Zendesk QA browser extension

  1. In your Chrome browser, navigate to the conversation you want to review.
  2. Click the extensions icon, then click Zendesk QA to open the extension.
  3. Click the conversation feedback icon.
  4. Reply to reviews or add reactions as needed.

Managing feedback on a conversation using the browser extension

Depending on your role, users can manage feedback in the extension in the following ways:
  • Initiate or respond to disputes
  • Dispute a wrong reviewee
  • Edit a review
  • Delete a review

Initiating or responding to disputes

Reviewers and agents can start disputes on their own reviews. Reviewers can resolve disputes assigned to them. Admins, account managers, workspace managers, and leads can start or resolve any dispute.

To dispute feedback with the Zendesk QA browser extension

  1. On the conversation feedback screen, click the options menu () beside the review you want to dispute, then select Dispute review.
  2. (Optional) Select a new user to escalate to.
  3. (Optional) Select different scores you think are fair.
  4. Enter comments and click Submit.

To respond to a dispute with the Zendesk QA browser extension

  1. On the conversation feedback screen, click the options menu () beside the disputed review, then select View the dispute.
  2. Respond to the dispute in one of the following ways:
    • To accept the dispute, click Accept.
    • To reject the dispute, click Reject, provide comments, then click Submit.

Disputing a wrong reviewee

Admins, account managers, workspace managers, leads, and reviewees can dispute a review for having the wrong reviewee.

To dispute a wrong reviewee with the Zendesk QA browser extension

  1. On the conversation feedback screen, click the options menu () beside the review you want to edit, then select Wrong reviewee.
  2. (Optional) Select a new user to escalate to.
  3. Explain why you think the reviewee is the wrong recipient for the feedback, then click Submit.

Editing a review

Admins, account managers, and workspace managers can edit any review. Anyone can edit their own self-review.

To edit feedback with the Zendesk QA browser extension

  1. On the conversation feedback screen, click the options menu () beside the review you want to edit, then select Edit.
  2. Make changes to the review, then click Save.

Deleting a review

Admins, account managers, and workspace managers can delete any review. Anyone can delete their own self-review.

To delete feedback with the Zendesk QA browser extension

  1. On the conversation feedback screen, click the options menu () beside the review you want to delete, then select Delete.
  2. Click Delete review.
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