Role: Admin, Account Manager
This article describes the difference between a connected user and an invited one.
Connected users - You will be able to see their conversations in Zendesk QA and be able to review them. Agents don't have access to Zendesk QA and don't know you are reviewing their conversations.
Invited users - Agents will have access to Zendesk QA and be able to see the feedback you have left them, respond to your comments, and see their performance in the dashboard. Depending on your settings, they will also be able to do self reviews.
Users that have been invited or connected will take up seats in your account subscription.