Viewing and updating personal settings in Zendesk QA

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Quality Assurance (QA) or Workforce Engagement Management (WEM)

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Customize your personal settings to enhance your QA experience. Adjust your week's start day, set goals for reviewing conversations, and manage feedback notification frequency. Create comment templates to streamline reviewing, item pinning, and coaching. Tailor notifications to receive reports via email or Slack, and set reminders to stay on track with your reviews.

Location: Zendesk QA > Settings

Your personal settings help you customize your Zendesk QA experience. You can view or update settings such as your week's start day, the number of conversations you aim to review each day, week, or month, and how often you want to receive feedback notifications. Additionally, you can create comment templates to streamline your reviewing, item pinning, and coaching processes.

To view or update your personal settings

1. In Quality Assurance, click your profile icon in the top-right corner.
2. Click Settings ().
3. In the sidebar () under Personal, click General.

   You can update the following personal settings:

   • General: View or update your week’s start day and how many conversations you aim to review each day, week, or month.
   • Notifications: If your account admin has allowed it, customize your notification settings. Notifications can be sent by email and Slack, depending on your account’s setup.

     

     You can choose to receive daily, weekly, or monthly reports with statistics about the reviews you have given and received.

     When you configure a new notification schedule, the system first checks whether a notification of the same type has been sent within a similar time frame. If it finds such a notification, it holds the new notification and schedules it to be sent later. If no matching notification is found, the system sends the new notification immediately.

     For example, when you configure notifications to be sent Every 3 hours, the system checks whether a notification of the same type has been sent within the past 3 hours. If it finds such a notification, it holds the new notification and schedules it to be sent later. If no matching notification is found, the system sends the new notification immediately.

     Additionally, you can specify how often you want to receive notifications and opt to receive reminders at the start of the week, if you haven't completed any reviews.

   • Templates: Create personal templates to expedite reviewing, pinning items, and coaching. See Creating and using templates for review in Zendesk QA.