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 sections:
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Account permissions
Before users can start working on conversation reviews, an admin, account manager or workspace manager must invite or connect them to a Zendesk QA workspace and assign them to the appropriate user roles.
Admins and account managers can update roles and permissions in Zendesk QA.
Each user requires a seat in Zendesk QA and can be assigned one of the following roles:
- Admin: Can view and manage all account settings, including billing.
- Account Manager: Can view everything and manage personal and workspace settings.
- User: Has workspace-specific permissions and can view and edit data within their assigned workspaces only.
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.
Permissions by feature
Different features in Zendesk QA have specific permissions associated with them:
| Feature | Role | Permissions |
| Calibration |
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| Coaching |
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Note: Currently, these roles cannot create new coaching sessions for other users.
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| Quizzes |
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| Disputes |
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| Pins |
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| Dashboards |
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| Groups |
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