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Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)
Location: Zendesk QA > Dashboard > Users, bots, and workspaces

Admins, account managers, and workspace managers can set up and edit each workspace’s name and its representative color. They can also configure the workspace’s general settings.

To manage a workspace’s general settings

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Under Workspaces, click the name of the workspace you want to edit, and then click General.

  4. Configure the following workspace settings:
    • Unbiased grading. When this option is selected, users with the reviewer role can't see reviews left by other reviewers, including AutoQA, in the view and Conversations view. Otherwise, AutoQA is visible under Activity but not in the Conversations view.
    • Self-reviews. When this option is selected, agents can review their own conversations. Reviewers, leads, and workspace managers can also use assignments to perform self-reviews. Agents can see the AutoQA scores for their own tickets. AutoQA remains visible to reviewers in the Conversations view when submitting self-reviews, even if the Unbiased grading option is selected. When the Self-reviews option isn't selected, AutoQA is not visible in the Conversations view.
    • Default reviewee. Selecting a default reviewee ensures feedback is directed to the most appropriate agent. Options include:
      • Most active agent: The agent who sent the most replies in a conversation.
      • Assignee: The agent assigned to the conversation.
  5. Click Save changes.

Admins and account managers can delete a workspace, including all the information in it, its user memberships, and data connections. This action cannot be undone.

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