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Understanding roles and permissions helps you manage access levels for team members, ensuring security and efficiency. Admins can update roles, while agents have workspace-specific permissions. Roles like Manager, Lead, Reviewer, and Agent define what team members can do, such as managing reviews, quizzes, and disputes. 

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.
Account Manager Manager (workspace) The Account Manager role is equivalent to the Admin role. Users with the Account Manager permission can update roles and permissions in Zendesk QA. Additionally, the Account Manager permission allows users to view all content and manage personal and workspace settings in Zendesk QA.
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    

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

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