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Add-on Quality Assurance (QA) or Workforce Engagement Management (WEM)

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Manage users in QA by organizing them into groups and workspaces, and setting their permissions. Admins, Account Managers, and Workspace Managers can add or remove users from workspaces and groups, and adjust account permissions. This helps you tailor user roles and access, ensuring the right people are in the right places to handle customer interactions effectively.

Location: Zendesk QA > Dashboard > Users, bots, and workspaces

After purchasing the Quality assurance add-on, users are automatically added to Zendesk Quality assurance (QA) when they're added to your Zendesk Support account.

Note: Zendesk QA customers who have not yet been migrated and are still using the Klaus app for sign-in should follow the instructions here to manage users instead.

Admins, Account Managers, and Workspace Managers can then organize users within groups, add or remove them from specific workspaces, and define their permissions within the Zendesk QA account using the Users page.

This article contains the following topics:

  • Accessing the Users page in Zendesk QA
  • Adding users to workspaces
  • Removing users from workspaces
  • Adding users to groups
  • Removing users from groups
  • Managing users Zendesk QA account permissions

Related articles:

  • Understanding roles and permissions in Zendesk QA
  • Managing workspace members in Zendesk QA

Accessing the Users page in Zendesk QA

The Users page provides an at-a-glance view of how many users exist in your Zendesk QA account, their account permissions, the number of workspaces and groups they are assigned to, and when they were last active in their Zendesk QA account.

Admins and Account Managers can define users’ permissions within the Zendesk QA account using the Users page. Additionally, Admins, Account Managers, and Workspace Managers can organize users into groups and add or remove them from specific workspaces via the Users page.

To access the Users page in Zendesk QA

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Users.

Adding users to workspaces

Users can operate in different workspaces in Zendesk QA. You can review conversations based on the same criteria for all users or, if your business has different departments, such as Support, Sales, and Customer Success, for example, create multiple workspaces to separate these instances.

Users are assigned to the account default workspace when added to Zendesk QA.

Admins, Account Managers, and Workspace Managers can add or remove users from specific workspaces using the Users page or by accessing each workspace's Members list.

To add users to workspaces using the Users page

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Users.
  4. Select the users you want to add.

  5. A toolbar appears at the bottom of the page. Click Edit details.
  6. Select the workspaces where you want to add users.

    Enter the beginning of the workspace name to autocomplete or select from the drop-down menu.

    Click Save changes.

Removing users from workspaces

Users are assigned to the account default workspace when added to Zendesk QA.

Admins, Account Managers, and Workspace Managers can remove users from all or specific workspaces using the Users page or by accessing each workspace's Members list.

To remove users from workspaces using the Users page

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Users.
  4. Select the users you want to remove from workspaces.

  5. A toolbar appears at the bottom of the page. Click Edit details.
  6. Select the workspaces from which you want to remove users.

    Enter the beginning of the workspace name to autocomplete or select from the drop-down menu.

    Click Save changes.

Adding users to groups

You can also organize your users within groups, based on additional criteria, such as, organizational structure, language, or skill sets, for example. See Managing groups in Zendesk QA.

To add users to groups

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Users.
  4. Select the users you want to add to groups.

  5. A toolbar appears at the bottom of the page. Click Edit details.
  6. Select the groups where you want to add users.

    Enter the beginning of the group name to autocomplete or select from the drop-down menu.

    Click Save changes.

Removing users from groups

In addition to using the Groups page to remove group members individually, you can also use the Users page to remove an individual user, all users, or multiple users from groups.

To remove users from groups

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Users.
  4. Select the users you want to remove from groups.

  5. A toolbar appears at the bottom of the page. Click Edit details.
  6. Select the groups from which you want to remove users.

    Enter the beginning of the group name to autocomplete or select from the drop-down menu.

    Click Save changes.

Managing users Zendesk QA account permissions

Admins and Account Managers can define users’ permissions within the Zendesk QA account using the Users page.

Note: Changes are applied automatically, which may affect users’ access to certain parts of Zendesk QA. Learn more about roles and permissions in Zendesk QA.

To change a user’s Zendesk QA account permissions

  1. In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. (Optional) Click the Toggle sidebar icon () to display the side menu.
  3. Click Users.
  4. Under Account permissions, click the role name next to the user whose permissions you want to change.

  5. In the Account permissions dialog, select the new permission for the user.
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