This article describes how Admins, Account Managers, and (Workspace) Managers can select a default reviewee to receive feedback in Zendesk QA. Selecting a default reviewee helps streamline the feedback process and ensures that the most relevant agent receives the necessary insights.
This article contains the following sections:
About selecting the default reviewee
In Zendesk QA, you can choose a default reviewee to automatically receive feedback on customer interactions. This feature helps ensure that feedback is directed to the most appropriate agent, either the most active agent or the assignee of the conversation.
Selecting the default reviewee
To select a default reviewee
- Click the Settings icon (your profile photo).
- Choose Users and Workspaces.
- Under the relevant workspace, select General.
- Under Default reviewee, select one of the following options:
- Most active agent: The agent who sent the most replies in a conversation.
- Assignee: The agent assigned to the conversation, as collected from the help desk.
- Click Save changes.
