Managing users and workspaces in Zendesk QA

What's my plan?

Users are automatically connected to Zendesk QA through the Admin Center. See Setting roles and access in Zendesk Admin Center. Admins and Workspace Managers can then add and remove users  from workspaces, and define their roles in Zendesk QA.

This article contains the following sections:

• Managing users
• Managing workspaces

Related articles

• Setting roles and access in Zendesk Admin Center
• Understanding roles and permissions in Zendesk QA
• Managing groups in Zendesk QA
• Deciding on one or multiple workspaces

Managing users

Users can operate in different workspaces in Zendesk QA. You can review conversations according to the same criteria for everyone or, if you have different departments across your business, for example Support, Sales, and Customer Success, use multiple workspaces to separate those instances or groups. See Deciding on one or multiple workspaces.

To adjust the user's workspace permissions

1. In Zendesk QA, click your profile icon in the bottom-left corner.
2. Click Users, bots, and workspaces.
3. Select Users.

   Your list of users is displayed.

4. Click the options menu icon () next to the user you want to edit, or select the checkboxes for multiple users. 
5. Click Edit details.
6. From the dropdown, select the workspace you want to add your users to, or to remove them from.
7. Click Save changes.

Tip: You can also organize your users in groups. See Managing groups in Zendesk QA.

Managing workspaces

Multiple workspaces can accommodate teams that need to conduct various types of conversation reviews for the same agents. For instance, you can perform peer reviews alongside manager reviews, self-reviews with manager reviews, and both reactive reviews (such as those addressing long response times and low CSAT scores), and proactive reviews, which may involve randomly selected conversations.

Workspaces are managed by Admins and Workspace Managers.

To manage workspaces in your account

1. In Zendesk QA, click your profile icon in the bottom-left corner.
2. Click Users, bots, and workspaces
3. Click the add () icon next to Workspaces to create a new workspace. Give your workspace a unique name.
4. 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. See Understanding roles and permissions in Zendesk QA.
   • 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. See scorecard management.
   • In Hashtags, you can manage custom hashtags and track their usage. 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. See threshold settings.
     
   • In Assignments, you can set up automatic assignment of conversations based on specific conditions. See assignment settings.
   • Calibration ensures that your reviewers provide consistent feedback by having them rate the same conversations and compare their evaluations. Regular calibration helps maintain uniformity in reviews, ensuring agents receive similar feedback regardless of the reviewer. See Setting up calibration in Zendesk QA.