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Understand roles and permissions to manage team access and maintain security in Zendesk Quality assurance. Assign workspace roles like Manager, Lead, Reviewer, or Agent to control access to reviews, settings, and conversations. Feature-specific permissions let you handle calibration, coaching, quizzes, disputes, and more. Tailor permissions to fit your team's needs, ensuring everyone has the right access to perform their tasks effectively.
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. Team members are also called staff, admins, and agents.
Ensuring that team members have the appropriate access levels maintains efficiency and security within your team.
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About roles and permissions in Zendesk QA
Zendesk Support admins can update roles and permissions, including adding other admins. See Zendesk QA roles.
When first added, Zendesk QA permissions apply to the default workspace only. Additional workspace permissions can then be added on the Zendesk QA side.
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 |
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Coaching |
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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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Scorecards |
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