Understanding roles and permissions in Zendesk QA

Available on all Suite plans with add-on Available on all Support plans with add-on

Ensuring team members have the appropriate access levels helps maintain efficiency and security within your customer support team. This article helps you understand the different permissions associated with each role in Zendesk QA.

This article contains the following topics:

Account permissions
Workspace permissions
Permissions by feature

Account permissions

Users are automatically added to your Zendesk QA account when you purchase the Zendesk Quality assurance (QA) add-on .

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

Admins can update roles and permissions in Zendesk. See Setting roles and access in Zendesk Admin Center.

Tip: Users added or updated on your Zendesk account will synchronize with Zendesk QA within two hours. If you need to grant them access sooner, contact our support team.

Users can be assigned one of the following roles in Zendesk QA:

Admin: Can view and manage all account settings.
User: Has workspace-specific permissions and can view and edit data within their assigned workspaces only.

Note: For Zendesk QA customers who have not yet been migrated, users with an Account Manager role can also update roles and permissions in Zendesk QA. The Account Manager role can view everything and manage personal and workspace settings.

An Admin in Zendesk also has the Admin account permission in Zendesk QA, and is assigned the Manager workspace permission.

Custom agent roles in Zendesk (Advisor, Staff, and Team Lead) are assigned the User role in Zendesk QA.

Light Agent and Contributor roles in Zendesk do not have access to Zendesk QA.

Workspace permissions

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

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.

See Managing users and workspaces in Zendesk QA.

Permissions by feature

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

Feature	Role	Permissions
Calibration	Admin and Account Manager Workspace Manager and Lead	Can create calibration sessions
Calibration	Workspace Reviewer	Can participate in calibration sessions
Coaching	Admin and Account Manager Workspace Manager, Lead, and Reviewer	Can create new coaching sessions
	User Workspace Manager	Can create coaching sessions for themselves Note: Currently, these roles cannot create new coaching sessions for other users.
	All members	Can access coaching sessions
Quizzes	Admin and Account Manager	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 or Lead	Disputes can be escalated to a Workspace Manager or Lead
	Reviewer	Disputes can be sent to the initial reviewer
	Workspace Manager, Lead, Account Manager, and Admin	Can create disputes
Pins	All users	Can add pins
Dashboards	Admin and Account Manager	Can view all data from all workspaces
	User	Can view all data where they are reviewers
	Agents	Can only view their own workspaces’ data
Groups	Admin and Account Manager	Can create, edit, and delete groups
Groups	Workspace Manager and Lead	Can create, edit, and delete groups for their workspaces