In Zendesk QA, users can hold different roles and operate in different workspaces.
This article covers the following sections:
Managing users
This section describes how to manage users once they are added to your account. See Adding team members to your account and assigning the correct roles for guidance on adding users.
You can connect and invite users, add or remove them from workspaces, define their roles, and disconnect or delete them from the account.
Users are managed by Admins and Account Managers.
To access user management features
- Click the Settings icon (your profile photo).
- Choose Users and Workspaces.
From here you can make the following changes.
To adjust the user's account permission level
- Under Users, select the users you want to edit.
- Click the Account permission dropdown and select between Admin, Account Manager or User. See Understanding roles and permissions in Zendesk QA to decide what role is appropriate for each user at the account level.
To adjust the user's workspace permissions
- Navigate to Workspaces > [Workspace name] > Members
- Click the Workspace permission dropdown and select between Manager, Lead, Reviewer, or Agent. See Understanding roles and permissions in Zendesk QA to decide what permission level is appropriate for each user at the workspace level.
To remove the user from a workspace
- Under Users, select the users you want to edit.
- Click the options menu () and then Edit details.
- From the dropdown, select one or more workspaces to remove the user from.
- Click Save changes.
Alternatively, users can be removed via the workspace settings.
Under Workspaces > [Workspace name] > Members, hover your cursor to the far right of their name, then click the X that appears.
To disconnect or delete a user
- Under Users, select the users you want to edit.
- Click the options menu () .
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From the dropdown, select Delete.
Note: Deleting a user does not remove their seat; you'll need to edit the subscription separately. See Zendesk QA account settings overview for information on managing your subscription.
Managing workspaces
This section describes how to manage workspaces in your account. Workspaces allow you to divide your team into different groups, each with its own scorecard and dashboard.
Workspaces are managed by Admins, Account Managers, and (Workspace) Managers.
To manage workspaces in your account
- Click the Settings icon (your profile photo).
- Choose Users and Workspaces.
- Decide whether to split your team into different workspaces or keep them in a single workspace. For example, you might want separate workspaces for Support, Sales, and Customer Success.
See Deciding on one or multiple workspaces for details. - Inside each workspace, you can configure the following settings
- In Members, you can:
- add or remove users for the workspace by hovering your cursor to the far right of their name, then click the X that appears
- change their roles for that workspace by clicking the Workspace permission dropdown and choosing between Manager, Lead, Reviewer, or Agent.
- In General, you can set up and edit the workspace name and its representative color, toggle unbiased grading and self-reviews on and off, and select the default reviewee. Save changes when you are done.
You can also delete the workspace – note that this cannot be undone. - In Scorecards, you can create scorecards and add rating categories. For more details, see scorecard management.
- In Hashtags, you can manage custom hashtags and track their usage. For more details, see hashtag management.
- In Threshold, you can set your overall QA goal. Scores below the threshold will appear in red, while scores above it will appear in green. For more details, see threshold settings.
- In Assignments, you can set up automatic assignment of conversations based on specific conditions. For more details, see assignment settings.
- In Connections, you can attach a specific help desk connection to the workspace. This is useful if you have multiple help desk connections at the account level but only want conversations from one of them to show in this workspace.
- In Members, you can: