Automate ticket quality assurance (QA)

Automate ticket quality assurance (QA)

Most support teams only QA a small sample of tickets each week because manual review is expensive. That means the vast majority of interactions—good and bad—never get looked at.

Why manual QA isn’t enough

Sampling a few tickets per agent doesn’t give you the full picture of your customer experience.

• Inconsistent quality: Small issues in tone, accuracy, or policy adherence can persist for months before anyone notices.
• Biased feedback: Scores depend heavily on which tickets reviewers happen to pick, not what customers actually experience.
• Slow coaching cycles: Agents may only get detailed feedback monthly, making it hard to change behavior quickly.

UpdateMate helps you review every conversation against the same rubric so you can coach from facts, not anecdotes.

What automated QA should deliver

The goal of automation isn’t to replace managers—it’s to give them better, broader data to work with.

• Coverage across all closed tickets: Every interaction gets at least a basic score.
• Consistent scoring criteria: Tone, correctness, and process adherence are evaluated the same way every time.
• Actionable views for leaders and agents: Managers see where to coach; agents see clear examples of what “good” looks like.

With UpdateMate, you can describe your rubric in plain language and let an agent do the first pass.

How to automate QA reviews with UpdateMate

You can deploy a “QA Auditor” agent that reads closed conversations, scores them, and highlights the ones that need human attention.

1. Connect to your helpdesk and closed tickets

Start by linking the system that stores conversation history.

“Connect to our support platform (such as Help Scout, Intercom, or Zendesk). Each day, process all tickets that were closed in the last 24 hours, including full message threads and metadata like tags and CSAT scores.”

This ensures you’re always working from complete context.

2. Define your QA rubric in natural language

Next, spell out what a great interaction looks like.

“Score each conversation from 1–5 on: Empathy/Tone, Accuracy of solution, Clarity/Grammar, and Policy Adherence. Check whether the agent followed key steps (for example, greeting, confirming understanding, offering next steps, and proper closing).”

You can adjust weights per dimension depending on what matters most to your brand.

3. Flag outliers and coaching opportunities

Then, ask UpdateMate to surface the small percentage of tickets that truly need review.

“Flag tickets where the overall score is below 3, where Tone is 1, or where there’s a strong mismatch between QA score and customer satisfaction (for example, high CSAT but poor adherence, or vice versa). Group patterns by agent and topic.”

This gives managers a prioritized list instead of a random sample.

4. Deliver summaries and examples to managers and agents

Finally, turn scores into practical coaching.

“Email the Support Manager a daily ‘QA Report’ summarizing average scores by queue and agent, plus the 5–10 lowest‑scoring conversations with comments. For agents, compile a weekly digest with 2–3 strong examples and 2–3 tickets to improve, including specific suggestions.”

You can also feed recurring issues back into training, macros, or product changes.

When UpdateMate automates QA scoring, you get full visibility into support quality—and your coaching time goes where it matters most, instead of being spent picking which tickets to review in the first place.