Viewing and updating Zendesk QA account settings

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

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Admins can manage QA account settings. Configure general settings like workspace defaults and AutoQA scoring, manage data connections, and set notification preferences. Use scorecards to evaluate agent performance, and customize spotlight insights for improvement opportunities. AI insights, available in early access, offer advanced evaluation tools. These features streamline support processes and improve team efficiency.

Location: Zendesk QA > Settings

In Zendesk QA account settings, admins and account managers can configure settings that apply to the entire 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 their Account Settings. See Zendesk QA account settings (non-migrated accounts).

To access the account settings page

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click the Settings icon ().
3. Click the Toggle sidebar icon () to display the side menu.

   

4. From the Account Settings page, you can access and manage the following settings:
   • General settings
   • Connections
   • Notifications
   • Scorecards
   • Spotlight
   • AI (EAP)

Managing account general settings

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

From the General settings page, you can manage the following settings:

Setting	Description
Default workspace	The workspace new users in your account are automatically assigned to in Zendesk QA.
Start of the week	The day your week starts on. Options are Monday or Sunday.
Automatic scoring with AutoQA	Enabling automatic scoring with AutoQA allows Zendesk QA to automatically evaluate and score agents. When off, user interactions aren’t automatically scored. Automated scores contribute to the auto quality score (AQS), but your internal quality score (IQS) remains based solely on your team's manual reviews. Agents participating in these conversations must be users in Zendesk QA and members of the workspaces where AutoQA categories are configured. Autoscoring categories are indicated by a hologram icon ().
LLM-based AutoQA	Controls whether LLM-based Auto-QA is on or off. When on, user interactions are automatically scored with AI in AutoQA. Turning LLM integration off does not turn off the AutoQA feature completely. AutoQA categories powered by the AI model remain on the scorecard but are no longer automatically scored. Manually added root causes are also kept, but all LLM-based root causes are removed. Your historical data remains on the AutoQA dashboard. Some spotlight insights will not function when this option is off. See About the predefined spotlight insights. Custom-prompt AI insights (EAP) will also not function when this option is off. AutoQA uses AI and large language models (LLMs) to automatically score specific categories. Your data is processed under a strict Data Processing Agreement (DPA) and is never used to train any models. Learn about generative AI. If you opt out of OpenAI processing, some language options for AutoQA categories may become unavailable. See Understanding autoscoring categories.
Hide reviewer identities from agents	When this option is enabled, agents can’t see the identity of the reviewer giving them evaluations. This can help ensure unbiased feedback and foster a fair and constructive QA process. See Hiding reviewer identities from agents.
Deleted conversations	Deleting a ticket in Zendesk Support (or another help desk) doesn't affect associated conversation reviews. You can still access the reviews using the ticket ID in the Manage reviews search box. To remove a conversation review in Zendesk QA, use the Delete all button. Deleting a ticket in Zendesk QA removes the ticket and all its related review data.

Managing connections

Use the Connections page to add, manage, and monitor your connected data sources.

From the Connections page, you can add the following:

Setting	Description
Custom integration	A custom integration allows you to import conversations or users in bulk and export statistical data periodically using the API. Some technical experience may be required. See Setting up a custom integration in Zendesk QA.
Create connection	Add and configure advanced options for help desk connections in Zendesk QA. See Managing advanced options for help desk connections (non-migrated accounts). Note: Before adding a new connection, contact your Zendesk Sales Representative.

Managing account notifications settings

Use the notifications page to define the default notification settings for all your new account users.

From the Account Notifications page, you can manage the following settings:

Setting	Description
Override settings for all users	With this setting on, you can prevent users from customizing their own settings based on individual preferences.
Email reports	Selecting these options allows you to receive email reports with statistics about given and received reviews. Valid options are: Daily Weekly Monthly
Notifications	Selecting these options allows you to receive notifications for Newly received reviews, Replies in threads, Mentions in comments, and Disputes related to the user. Valid options are: Instantly Every 3 hours Every 6 hours Daily Weekly Monthly
Reminders	Selecting this option allows you to send your users weekly reminders to do reviews.
Slack integrations	Setting up the Slack integration allows your users to receive notifications directly in Slack. See Receiving Zendesk QA notifications in Slack.

Accessing and managing scorecards, categories, and root causes

Scorecards in Zendesk QA provide a powerful tool for evaluating agent performance, identifying areas for improvement, and ensuring that your team meets organizational goals. The Scorecards account settings page is where you create and manage scorecards, categories, and root causes. All your existing scorecards, categories, and root causes are listed here.

From the Scorecards page, you can manage the following settings:

Setting	Description
Scorecards account settings	Edit your account scorecard review settings. You can: Use emojis instead of numbers. Allow people to skip categories (all rating scales within existing scorecards will include N/A as an option) See Editing your account’s scorecard settings.
Create new scorecards and categories	Use Create in the top-right corner to: Create a new scorecard Create a new category
View and manage your scorecards, categories, and root causes	Clicking scorecards, categories, and root causes at the top allows you to: View and manage your scorecards View and manage your categories View and manage your root causes
View you automatic scoring with AutoQA status	Use Settings next to Automatic scoring with AutoQA to quickly access the AutoQA account settings page for making changes. Go to dashboard provides a shortcut to access your AutoQA dashboard.

Managing Spotlight insights

Spotlight insights automatically surface valuable improvements and learning opportunities, speeding up your evaluation process.

From the Spotlight page, you can do the following:

Setting	Description
Customize spotlight insights	You can customize the following predefined AutoQA Spotlight insights for voice calls: Dead air: Analyzes periods of silence during calls. The threshold for what counts as dead air can be modified. Recording disclosure missing: Automatically identifies calls lacking the mandatory disclosure statement, such as 'This call will be recorded.' See Customizing spotlight insights.
Create new spotlight insights	In addition to customizing predefined AutoQA Spotlight insights and using the standard AutoQA Spotlight insights for voice calls, you can also create new ones. See Creating new Spotlight insights.

Managing AI insights (EAP)

Note: AI insights are currently in an early access program (EAP). You can sign up for the EAP here.

AI insights automatically surface valuable improvements and learning opportunities, speeding up your evaluation process.

From the AI page in Zendesk QA’ s account settings, you can:

Setting	Description
Create new AI insights	Use CreateAI insight in the top-right corner to: Create new AI prompt-based rating categories (EAP) Create new AI prompt-based spotlight insights (EAP) Create exact text-match custom rating categories (EAP) Create exact text-match AI insights spotlights (EAP)
View and manage your system, exact text-match, and prompt-based categories and spotlights	Manage your autoscoring categories Managing AI spotlight insights (EAP)