Viewing and updating Zendesk QA account settings

What's my plan?

Quick Look: Zendesk QA > Settings

In the account settings of Zendesk QA, admins and account managers can choose the general settings for the account and all workspaces.

Zendesk QA customers who have not yet been migrated and are still using the Klaus app for sign-in may still see additional settings listed under Account. See Zendesk QA account settings (non-migrated accounts).

To access and edit your account settings

1. In Zendesk QA, click your profile icon in the bottom-left corner.
2. Click the Settings () icon.
3. From the Account Settings page, you can:
   • Adjust general settings
   • Create and edit AutoQA categories
   • Set up and manage connections
   • Manage notifications
   • Set scorecard options

Adjusting general settings

General settings apply to all workspaces, and include the account default workspace, the starting day for the week, and data processing options.

To adjust general settings

1. Under Account in the sidebar, click General.

   If necessary, click the Sidebar toggle icon () to display the side menu.

2. You can take any of the following actions:
   • Choose the default workspace that your account new users are assigned to in Zendesk QA.
   • Select a default start of the week day for your account.
   • Disable/Enable data processing of AutoQA categories.
     Disclaimer: AutoQA uses OpenAI Service for automatically scoring some categories. Your data is processed under a strict Data Processing Agreement (DPA) only to provide AutoQA to you and is never used to train any OpenAI models. OpenAI Service enables a wider range of AutoQA categories, out-of-the-box multilingual support, fast-paced addition of new categories, and improved evaluation accuracy. GPT-3.5 shows human-level contextual awareness, benefiting from the latest advancements in AI technology.
     Note: If you opt out of OpenAI processing, some language options for AutoQA categories may become unavailable. See Understanding autoscoring categories.

Creating and editing AutoQA categories

Custom AutoQA categories are created at the account level and applied to the scorecard on the workspace level. See Setting up autoscoring in Zendesk QA using AutoQA.

Setting up and managing connections

Under Connections you can manage and monitor your connected data sources. You can also add new connections or new integrations here.

Before creating a new connection, contact your Zendesk Sales Representative.

See Setting up a custom integration (non-migrated accounts) and Connecting your help desk to specific workspaces in Zendesk QA (non-migrated accounts).

Managing notifications

You can define the default notification settings for all your new account users under Notifications.

1. Under Account in the sidebar, click Notifications.

   If necessary, click the Sidebar toggle icon () to display the side menu.

   
2. You can take any of the following actions:
   • Override notifications settings for all users. This means users cannot customize their own settings based on their individual preferences.
   • Send reports about given and received reviews to your users via email on a daily, weekly or monthly basis.
   • Set notification timing options for newly received reviews, replies in thread, mentions in comments, and disputes related to each user.
   • Opt to send your users weekly reminders to conduct reviews.
   • Set up the Slack integration so users can receive notifications there. See Receiving Zendesk QA notifications in Slack.

Setting scorecard options

You can set scorecards to use emojis instead of numbers, and allow people to skip categories. These options apply to all workspaces.

To set scorecard options

1. Under Account in the sidebar, click Scorecard.

   If necessary, click the Sidebar toggle icon () to display the side menu.

   

2. Alter the scorecard format by selecting whether to use emojis or numbers and allow users to skip categories.
3. Click Save changes.

See Setting up a scorecard.