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Quality Assurance Score for Help Desk tickets: the full discussion

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HubSpot's QA score rates Help Desk tickets on overall communication, tone, clarity and empathy — AI-generated, enabled at the portal level, with conditions you define for tickets that should never be scored. Whether those categories can be customized is left open. The argument that follows: how fast any scoring system becomes gameable, whether it lands as continuous improvement or as CYA, and Zach's push to tie the scores to revenue.

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