Setting up assignments in Zendesk QA

What's my plan?

Assignments in Zendesk QA can help you manage and review customer support interactions.

This article contains the following sections:

• Adding assignments
• Reviewers and reviewees
• Conditions
• Goal
• Turning a conversation view filter into an assignment
• Managing assignments

Adding assignments

Admins, account managers, workspace managers, and leads can set up assignments. See Understanding roles and permissions in Zendesk QA.

To add an assignment

1. In Zendesk QA, click your profile icon in the bottom-left corner.
2. Select Users, bots, and workspaces.
3. Choose your workspace
4. In Assignments, click Add assignment.
5. Enter a name for your assignment.
6. Choose its cycle repetition settings (daily, weekly, bi-weekly, or monthly).
7. Select a custom Start date, time, and Timezone. For monthly assignments, also specify whether you want it to start on the same day every month or on specific dates (for example, the first day of the month or every fourth Thursday).

   

Reviewers and reviewees

Choose your reviewers and reviewees.

When selecting who will review conversations, you can select all workspace users except agents, a group or selection of groups, a user, or a selection of users.

You can also exclude users from reviewing conversations.

When selecting who will be reviewed, you can select bots or agents.

You can also exclude specific users and bots from having their conversations reviewed.

The most active agents are automatically selected for reviews, but the following options are available:

• Most active agent: The user who sent the most public messages.
• Participant: A user who left either a public reply or an internal note in a conversation.
• Assignee: The owner of the help desk ticket.

Conditions

Select the conditions to assign the right kind of conversations for reviewing (for example, conversations with more than three replies from the previous 30 days).

The assignment conditions in Zendesk QA are the same as the conversations filters. See Understanding filter types.

Tip: To prevent previously reviewed tickets from being offered for review again, add the following assignment condition: Review status | is | not reviewed.

Goal

The assignment setup is flexible, so you can adapt it to your current QA process.

• Assignment approach: Choose if you want to allow reviewers to select their own conversations or have them assigned from a pre-set list.

Set your Review goal:

• Reviewers must collectively review a set number of conversations: Set an exact number or a percentage of conversations reviewers need to cover.
• Each reviewer must do a set number of reviews: Specify the individual goal for each reviewer.
• Each reviewee must have a minimum number of their total conversations reviewed: Define the reviewee-based objective by setting a specific number or percentage of conversations that must be rated for each reviewee.

In the Advance settings select if you want to:

• Specify minimum reviews for each reviewee: This additional setting ensures a minimum number of reviews per reviewee is covered.
• Self-reviews: Select if you want to allow your reviewers to be assigned their own conversations for review.
  Note: The agent role does not have access to assignments.
• Replacing conversations: Select if you want reviewers to be able to choose a different conversation to review, instead of the one provided from the list.

Double-check that everything is correct and click Create assignment.

Turning a conversation view filter into an assignment

Another way to create an assignment is to set up a Conversation view filter and then click Turn into assignment. See Finding conversations to review using custom filters.

Managing assignments

The list of Assignments is shown under Tasks and also in the Browser Extension.

Within the assignment task, you can see the remaining time to complete the assignment, the total goal, and your individual goal (for shared conversation pools).

You can also filter based on the following criteria:

• Reviewees or Reviewers
• Status (To do, Draft, Done, and Removed)
• Sorting (Newest, Oldest, Recently updated, recently replied, Most and Least replies, or Random)

For an assignment overview, click the information ()️ icon. This is also a shortcut for editing the assignment's conditions.

When accessing a conversation via the Browser Extension, the name and goal of the assignment is only displayed when navigating directly from the assignments view.

Replacing, reassigning, or removing conversations

To manage conversations within an assignment, you can:

• Reassign to other users: Conversations can be assigned to different reviewers.
• Replace conversation: Remove and replace the conversation with another one matching the filters.
• Remove conversation: Remove the conversation from the pool.

Tip: If you need to update an assignment mid-cycle, you can do so without losing the cycle's progress. All given reviews will still count towards the goal of the assignment.