Ticket QA
Automatically score support tickets against 8 weighted parameters, delivered via Zapier from your helpdesk.
Team plan only. Ticket QA is delivered exclusively through the Zapier webhook integration.
How it works
Ticket QA runs automatically when a ticket closes in your helpdesk (Zendesk, Intercom, or any platform with Zapier support). The flow is:
- 1A ticket closes (or updates) in your helpdesk — this is the Zapier trigger.
- 2Zapier sends the ticket data to QualityOS via a POST webhook with your API key.
- 3QualityOS scores the ticket against 8 parameters and returns a verdict + score.
- 4The scorecard is saved and appears in History under the Ticket QA tab.
See the Zapier integration guide for full setup instructions.
Scoring parameters
Each parameter is scored 0–10 using the weights below to produce an overall score /100.
Categorisation
Correct ticket type and priority assigned at first touch.
SOP Adherence
Steps taken match your documented standard operating procedures.
Resolution Accuracy
Was the customer's issue actually solved correctly?
Documentation Quality
Internal notes and ticket documentation are complete and useful.
SLA Compliance
Response and resolution times met your SLA targets.
Escalation Handling
Escalation triggers identified and actioned correctly.
Written Communication
Grammar, tone, clarity, and professionalism of written replies.
Closure Standards
Customer confirmed resolution before ticket closed.
Verdicts
PASS
Score ≥ 85
COACH
Score 70–84
FLAG
Score < 70
Viewing results
Ticket QA scorecards appear in History alongside call scorecards. Use the Call QA / Ticket QA toggle to filter. The Team Overview combines both types into a unified per-agent performance score (60% call weight, 40% ticket weight).