In the account settings of Zendesk QA, admins and account managers can choose the general settings for the account and all workspaces.
To access and edit your account settings
- In Zendesk QA, click your profile icon in the bottom-left corner.
- Click the Settings (
) icon.
- From the Account Settings page, you can:
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
- Under Account in the sidebar, click General.
If necessary, click the Sidebar toggle icon (
) to display the side menu.
- 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 LLM-based AutoQA.
Turning LLM integration off doesn't turn off the AutoQA feature completely. AutoQA categories powered by the AI model will remain on the scorecard but will no longer be automatically scored. Manually added root causes will also stay, but all LLM-based root causes will be removed. Your historical data will remain on the AutoQA dashboard.
Disclaimer: 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.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.
See Setting up a custom integration 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.
- Under Account in the sidebar, click Notifications.
If necessary, click the Sidebar toggle icon (
) to display the side menu.
- 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
- Under Account in the sidebar, click Scorecard.
If necessary, click the Sidebar toggle icon (
) to display the side menu.
- Alter the scorecard format by selecting whether to use emojis or numbers and allow users to skip categories.
- Click Save changes.
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