Announced on |
Rollout on |
February 17, 2025 | March 17, 2025 |
Zendesk Quality Assurance (QA) is enhancing the scorecard management experience.
We’ve rethought the foundation of scorecard management to make it more efficient, flexible, and intuitive. Based on key challenges we’ve identified, we’re refactoring the logic behind category creation, scoring, and AutoQA to reduce complexity and streamline workflows.
On March 17, 2025 we’re introducing the general availability (GA) of Advanced Scorecards.
This announcement includes the following topics:
What is changing?
We’re making scorecard management easier and more efficient across workspaces.
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Scorecard management at the account level: Scorecard creation and management will now occur at the account level. A new Reviews section will replace Scorecards under Account Settings.
Here, Admins and Account Managers can seamlessly copy and transfer scorecards and categories, mark scorecards as active or inactive, and use them across multiple workspaces without duplication. You can also rename or delete scorecards without disrupting existing workflows.
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Category management at the account level: For better consistency, category creation and management will also move to the account level.
You can add and manage exemptions and exact text matches for categories and custom AutoQA categories. Admins and Account Managers can create and reuse categories across workspaces and manage exemption lists from a single location.
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Improved Category features: All categories will be conditional by default, with 'Show always' as the standard setting. Category grouping and weighting is improved, offering a more intuitive organization and streamlined logic. You can ensure quality scores accurately reflect your criteria by applying weights to your most important categories using the new 100-point weighing scale. In the new Advanced Scorecards system, category weight values will now be represented as integers ranging from 0 to 100. This change replaces the previous use of decimal points.
Admins and Account Managers can assign category criticality at the category/group level for clearer failure logic. Fail the entire ticket for major mistakes or only a specific category group for issues needing attention, without impacting overall ticket quality. Gain insights into topics that may not apply universally by adding non-scoring categories. Root causes can now be applied to all scores, including positive ones. Additionally, individual categories can be marked as N/A without impacting performance scores.
Why is Zendesk making this change?
This update makes scorecard management more scalable, intuitive, and impactful— allowing you to focus more on insights and driving quality, and less on manual adjustments.
- It reduces duplicate work by consolidating redundant scorecards and categories for easier management.
- With a more intuitive setup, editing, and testing process, we’ve minimized manual effort and simplified the user experience, so you can easily modify or remove scorecards without affecting workflows.
- It also enhances transparency in how categories impact scores by clarifying the scoring logic and category relationships.
What do I need to do?
Workspace Managers will lose access to scorecard management, as this will no longer be managed at the workspace level. Only Admins and Account Managers will have this capability. To retain access, Workspace Managers must be upgraded to Admin level. To learn more see Understanding roles and permissions in Zendesk QA.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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