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Manage assignments by editing, duplicating, activating, deactivating, or deleting them. Update assignments mid-cycle without losing progress, duplicate to preserve the original, and activate or deactivate based on usage needs. Deleting removes all associated data permanently. These actions help streamline your quality assurance tasks and maintain an organized workflow.

Assignment in Zendesk Quality assurance (QA) are recurring tasks consisting of sets of conversations assigned to reviewers for evaluation based on specific criteria and predefined goals.

This article contains the following topics:

  • Editing assignments
  • Duplicating an assignment
  • Deactivating an assignment
  • Activating an assignment
  • Deleting an assignment

Related articles:

  • Setting up assignments in Zendesk QA
  • Accessing and viewing the Assignments dashboard in Zendesk QA

Editing assignments

If you need to update an assignment mid-cycle, you can do so without losing the cycle's progress. All given reviews will still count towards the goal of the assignment.

To update and assignment

  1. In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. Choose your workspace
  3. Click Assignments.
  4. Click the options menu () next to the assignment you want to update, then select Edit.

  5. Update the assignment settings, then click Publish changes to make it available for use or click Save as Draft if you aren't ready to publish it.

Editing assignments

If you need to update an assignment mid-cycle, you can do so without losing the cycle's progress. All given reviews will still count towards the goal of the assignment.

To update and assignment

  1. In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. Choose your workspace
  3. Click Assignments.
  4. Click the options menu () next to the assignment you want to update, then select Edit.

  5. Update the assignment settings, then click Publish changes to make it available for use or click Save as Draft if you aren't ready to publish it.

Duplicating an assignment

To edit an existing assignment without altering the original, you can make a duplicate copy of it.

To duplicate an assignment

  1. In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. Choose your workspace
  3. Click Assignments.
  4. Click the options menu () next to the assignment you want to update, then select Duplicate.

  5. The assignment is duplicated and you can now edit it.

Deactivating an assignment

When an active assignment is deactivated, it is hidden from reviewers and can't be used for evaluations. However, the scorecard's historical data remains intact in the dashboard regardless of its status.

To mark an assignment as inactive

  1. In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. Choose your workspace
  3. Click Assignments.
  4. Click the options menu () next to the assignment you want to update, then select Mark as inactive.

  5. The assignment is deactivated and can't be used for evaluations

Activating an assignment

Inactive assignments can't be used. To allow an assignment to be used by your reviewers for evaluations in its selected workspaces, you must activate it.

To mark an assignment as active

  1. In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. Choose your workspace
  3. Click Assignments.
  4. Click the options menu () next to the assignment you want to update, then select Mark as active.
  5. The assignment is activated and reviewers can use it for reviews.

Deleting an assignment

Deleting a scorecard removes the scorecard and all its associated data permanently from Zendesk QA.

Note: Deleted assignments can't be recovered

To delete an assignment

  1. In Quality assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
  2. Choose your workspace
  3. Click Assignments.
  4. Click the options menu () next to the assignment you want to update, then select Delete.

  5. Click Delete to confirm the deletion.
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