This article helps Admins and Account Managers decide whether to set up one or multiple workspaces in Zendesk QA. Understanding the benefits of each option can help you optimize your team's workflow and review processes.
This article covers the following sections:
Benefits of a single workspace
- You can review conversations according to the same criteria for everyone.
- If you only have one help desk instance and/or a small department, a single workspace means you can have one overall dashboard. Within that dashboard, you can then segment your team into smaller groups as needed.
- Small teams, teams with a flat hierarchy, and teams where everyone works across the range of conversations can operate in a single workspace as they are likely measuring everything in the same way.
- A single workspace makes setting up and performing the same types of reviews across the same agents straightforward.
Benefits of multiple workspaces
- You can utilize different rating criteria depending on the users, which may give more or different insights.
- If you use different help desk instances and/or have different departments across your business, multiple workspaces means you can separate those instances or groups, for example Support, Sales, Customer Success.
- Multiple workspaces help cater for complex team structures such as sub-teams or teams who work by category (for example, teams categorized by channel, tier, topic or client type).
- Multiple workspaces can cater for teams where you want to perform different types of conversation reviews on the same agents, for example peer reviews and manager reviews, self-reviews and manager reviews, reactive (for example, conversations with long response time and bad CSAT) and proactive (for example, randomly chosen conversations) reviews.