Understanding roles and permissions in Zendesk QA

What's my plan?

Add-on

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

Ensuring that team members have the appropriate access levels maintains efficiency and security within your customer support team. A user's role determines their level of permissions.

This article contains the following topics:

• About roles and permissions in Zendesk QA
• Workspace roles and 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

Your Zendesk support team members are automatically added to Zendesk QA when this add-on is enabled for your account.

Zendesk support admins can update roles and permissions, including adding other admins.

The correspondence between roles in Zendesk Support and their assigned permissions in Zendesk QA is as follows:

Zendesk Support role	Zendesk QA account permission	Zendesk QA workspace permission	Description
Admin, Account owner	Admin	Manager (workspace)	An Admin in Zendesk also has the Admin account permission in Zendesk QA, and is assigned the Manager (workspace) permission. Admins in Zendesk QA can view and manage all account settings. Managers (workspace) can view all reviews and manage all workspace settings.
Agent	User	Agent (workspace)	Has workspace-specific permissions and can view and edit data within their assigned workspaces only.
System custom agent roles in Zendesk: Advisor, Staff, and Team Lead	User	Agent (workspace)	Has workspace-specific permissions and can view and edit data within their assigned workspaces only.
Light Agent and Contributor roles in Zendesk	Can’t access Zendesk QA
N/A 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 to add users instead.	Account Manager	Manager (workspace)	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

Workspace roles and permissions

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

You select a permission when you assign a user to a workspace.

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 and Account Manager (Workspace) Manager and Lead	Can create calibration sessions
	(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
	Agent	Can only view their own workspaces’ data
Groups	Admin and Account Manager	Can create, edit, and delete groups
	(Workspace) Manager and Lead	Can create, edit, and delete groups for their workspaces
Scorecards	Admin and Account Manager	Can create, edit, and delete scorecards, categories, and root causes