Step 1: Integrate your Helpdesk
Go to Settings in the top right, click the Connections Tab, and then click your Helpdesk.
This will pull in the relevant customer interactions into Maestro to start grading them side-by-side with your rubric (Step 2). Tickets will show up in a couple hours from time of integration.
If there are important custom fields in Helpdesk that are part of your grading process, click the button below to learn how to import them into MaestroQA too. NOTE: This can only be done after tickets show up in the Ticket tab.
Step 2: Build a Rubric
Go to the gear in the top right, select Rubrics, and then select Create New Rubric.
If you have a current rubric in a spreadsheet, send it to us via the in-app chat button in the bottom right. We can help you replicate it in MaestroQA.
If you are building your first rubric for a QA Program, please chat us via the in-app chat button in the bottom right. We can help you design your rubric.
Step 3: Invite other Team Members to MaestroQA
Go to Settings in the top right, and then click User Roles.
Here you can manually invite users to MaestroQA as well as assign them their roles. Zendesk users can log in directly with their Zendesk account.
Roles (Default Settings):
Admins can access every Agent, grade Tickets, and change Settings
Graders are assigned specific Agents, grade Tickets only with one of their assigned Agents, and can't access Settings
Managers are assigned specific Agents, view Tickets only with one of their assigned Agents, and can't access Settings
Agents have access only to their own Tickets (Tickets Tab), Reporting (Agent Report Tab), and Ticket Reviews (Ticket Review Tab)
Limited Agents have access only to Ticket Reviews (Ticket Review Tab) if you want to keep the UX very simple for them and not show their personal reports