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Create workspaces to organize conversation reviews tailored to your team's needs. Use a single workspace for uniform criteria or multiple workspaces for varied insights across different departments or team structures. Configure settings like members, general settings, hashtags, thresholds, assignments, and calibration within each workspace to optimize your review processes and enhance team workflow.
Multiple workspaces can support teams conducting various types of conversation reviews for the same agents. You can perform peer reviews alongside manager reviews, self-reviews with manager reviews, and both.
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Understanding workspaces in Zendesk QA
Users are assigned to the account default workspace when added to Zendesk QA. However, they can work in different workspaces.
You can review conversations using the same criteria for all users, or you can segment users into workspaces and define unique review criteria for each workspace.
Admins and Account Managers can create new workspaces and manage settings for all workspaces. Workspace Managers can configure settings for the workspaces they manage.
Understanding the benefits of setting up one or multiple workspaces in Zendesk QA helps you optimize your team's workflow and review processes.
Some benefits of using a single workspace include:
- You can review conversations according to the same criteria for all users.
- If you have only one help desk instance and/or a small department, a single workspace provides an overall dashboard. Within that dashboard, you can segment your team into smaller groups as needed.
- Small teams, teams with a flat hierarchy, and teams where everyone works across a range of conversations can operate in a single workspace, as they likely measure everything in the same way.
- A single workspace simplifies the setup and performance of the same types of reviews across the same agents.
Some benefits of using multiple workspaces include:
- You can use different rating criteria depending on the users, which may provide varied insights.
- If you use different help desk instances or have distinct departments within your business, multiple workspaces allow you to separate those instances or groups, such as Support, Sales, and Customer Success.
- Multiple workspaces accommodate complex team structures, such as sub-teams or teams organized by category (for example, by channel, tier, topic, or client type).
- Multiple workspaces allow you to perform different types of conversation reviews on the same agents. For example, you can conduct peer reviews and manager reviews, self-reviews and manager reviews, as well as reactive reviews (for example, conversations with long response times and low CSAT) and proactive reviews (such as randomly selected conversations).
Within each workspace, you can configure the following settings:
- Members: Add or remove users from the workspace and change their roles for that workspace. See Managing workspace members.
- General: Set or edit the workspace name and representative color, toggle unbiased grading and self-reviews on or off, and select the default reviewee. You can also delete the workspace here. See Managing workspace’s general settings.
- Hashtags: Manage custom hashtags and track their usage. See Adding custom hashtags to Zendesk QA comments.
- Threshold: Set the overall QA goal for the workspace. Scores below the threshold will appear in red, while scores above it will appear in green. See Setting a performance reporting threshold in Zendesk QA.
- Assignments: Set up automatic assignment of conversations based on specific conditions. See Setting up assignments in Zendesk QA.
- Calibration: Ensure consistent feedback by having reviewers rate the same conversations and compare their evaluations. See Setting up calibration in Zendesk QA.
Creating workspaces
Admins and Account Managers can create new workspaces.
To create a new workspace
- In Quality Assurance, click your profile icon in the top-right corner, then select Users, bots, and workspaces.
- (Optional) Click the Toggle sidebar icon (
) to display the side menu. - Click the plus icon (+) next to Workspaces to create a new workspace.
- Enter a unique name for the workspace.
- Click Create workspace.