Understanding roles and permissions in Zendesk QA

What's my plan?

Add-on

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

Verified AI summary ◀▼

Understand roles and permissions to manage team access and security. Admins can set roles in Admin Center, while workspace permissions allow flexibility across different workspaces. Assign roles like Manager, Lead, Reviewer, or Agent to control access to features such as calibration, coaching, quizzes, disputes, and dashboards. Tailor permissions to fit your team's needs and streamline operations without compromising security.

Zendesk Admin Center provides a central location for setting team members’ roles and product access in Zendesk Quality assurance (QA). A team member is anyone you add to a Zendesk account who is not an end user. Additional workspace permissions can be added on the Zendesk QA side.

Ensuring that team members have the appropriate access levels maintains efficiency and security within your team.

This article contains the following topics:

• About roles and permissions in Zendesk QA
• Workspace permissions
• Permissions by feature

Related articles:

• Setting roles and access in Zendesk Admin Center
• Managing users and workspaces in Zendesk QA

About roles and permissions in Zendesk QA

Zendesk admins can update Zendesk QA user roles in Admin Center.

Note: If you’re a Zendesk QA customer who has not yet been migrated and are still using the Klaus app for sign in, follow the instructions here instead.

Zendesk QA role permissions apply only to the default workspace, and users cannot be removed from the default workspace. Additional workspace permissions can be added on the Zendesk QA side.

Workspace permissions

Workspace permissions apply only within a specific workspace. Team members can have different permissions in different workspaces.

The following workspace permissions can be assigned:

Workspace permission	Description
Manager	Can view all reviews and manage all workspace settings.
Lead	Can view everything in the workspace and manage quizzes, assignments, groups, disputes, and calibration sessions. Cannot edit other workspace settings or scorecards.
Reviewer	Can view all reviews but cannot edit workspace settings. Can perform peer reviews.
Agent	Can view their own conversations, reply to feedback, and view their customer satisfaction (CSAT) ratings. They have access to their own dashboard and can perform self-reviews, if enabled.

Permissions by feature

Different features in Zendesk QA have specific permissions associated with them:

Feature	Role	Permissions
Calibration	Admin, workspace manager, and lead	Can create calibration sessions
	Reviewer	Can participate in calibration sessions
Coaching	Admin Workspace manager, lead, and reviewer	Can create new coaching sessions
	All members	Can access coaching sessions
Quizzes	Admin	Can create new quizzes Can access, change, delete, or publish quiz drafts Can delete or archive all quizzes
	Workspace manager and lead	Can create new quizzes
	All members in the workspace where the quiz was created	Can access quizzes
Disputes	Agents	Reviewees (most commonly agents) can create disputes, depending on workspace settings
	Workspace manager and lead	Disputes can be escalated to a workspace manager or lead
	Reviewer	Disputes can be sent to the initial reviewer
	Admin, workspace manager, and lead	Can create disputes
Pins	All users	Can add pins
Dashboards	Admin	Can view all data from all workspaces
	Reviewer	Can view all data where they are reviewers
	Agent	Can only view their own workspaces’ data
Groups	Admin	Can create, edit, and delete groups
	Workspace manager and lead	Can create, edit, and delete groups for their workspaces
Scorecards	Admin	Can create, edit, and delete scorecards, categories, and root causes