At times, managers may need to redistribute assigned reviews to different users who are absent or unavailable. Reviewers might also want to skip a conversation within an assignment in Zendesk QA or proactively assist their team by taking on additional reviews. This article describes how to reassign, replace, or remove a conversation within an assignment in Zendesk QA.
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Reassigning, replacing or removing a conversation
To replace a conversation, a setting must be turned on first. See Allowing reviewers to replace conversations in Zendesk QA.
Reviewers can reassign conversations from other reviewers to themselves, but they cannot reassign their assigned conversations to other users. The options to reassign to other users and remove conversations is available only to Workspace Managers, Leads, Admins, and Account Managers.
Removing a conversation may impact the goal for the current assignment cycle.
To reassign, replace or remove a conversation
- Navigate to the Tasks section.
- Select your assignment and the conversation you wish to review.
- Click the options menu icon (
) next to the assignment under Reviews. - Depending on your role and permissions, select one of the following options: Reassign conversations to me, Reassign to other user, Replace conversation or Remove conversation.
- If reassigning, select a new reviewer from the dropdown list. If replacing or removing, enter the reason for the action.
- Click Reassign, Replace or Remove.
