Adding team members as connected or invited users in Zendesk QA (non-migrated accounts)

What's my plan?

Add-on

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

Note:  These features and instructions apply only to Zendesk QA customers who have not yet been migrated and are still using the Klaus app for sign-in. If your account has already been migrated, see Understanding roles and permissions in Zendesk QA. 

Once you integrate Zendesk QA with your customer service help desk software, all help desk users are automatically imported to your Zendesk QA account. Before users can start working on conversation reviews, an admin, account manager or workspace manager needs to connect or invite them to a Zendesk QA workspace and assign them to the appropriate user roles.

This article contains the following topics:

• Connected users
• Invited users
• Connecting and inviting users

Related articles

• Understanding roles and permissions in Zendesk QA

Connected users

​Connected users don't have access to Zendesk QA. You can see and review their conversations but these agents are unaware that you are reviewing their conversations.

Invited users

Inviting users gives agents access to Zendesk QA. Invited users can see your feedback, respond to comments, and view their performance on the dashboard. Depending on settings, they may also conduct self-reviews. 

You need to select a permission level for each invited user as well as which workspace(s) they need to be members of.

Connecting and inviting users

To manage users you must be an admin or account manager. 

Connected or invited users take up seats in your account subscription.

To connect or invite users to your account

1. In Zendesk QA, click your profile icon in the bottom-left corner.
2. Click Users, bots, and workspaces then select Users.
3. Pressing the Connect users button displays the list all users imported from your help desk.

   

4. Select the checkboxes for the users you want to connect, or use the Bulk connect button to add multiple users at once by pasting a list of emails separated by new lines or commas.
5. Select the workspaces you want to add your users to from the dropdown list.
   You can also update these permissions later by accessing each workspace member's list. See Managing workspaces. 
6. Click the Invite users button to add new users to your Zendesk QA account. 
7. Type their names and email addresses, and select each user's workspaces and permissions for each workspace. 

   

   You can also use the Bulk invite button to paste a list of email addresses separated by new lines or commas. 

   

8. Use the dropdown menu under Account permissions to manage your users' permissions for your Zendesk account. See Understanding roles and permissions in Zendesk QA.