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Enable reviewer identity anonymization to hide reviewer names from agents. This setting helps maintain confidentiality and encourages honest feedback by displaying reviewers as "Anonymous" in areas like reviews, comments, reactions, disputes, coaching, and dashboards. This ensures a fair and unbiased quality assurance process while fostering open communication.
You can anonymize the review process in Zendesk QA to prevent agents from seeing who provided their reviews.
Protecting reviewers' identities may be necessary to maintain confidentiality. Additionally, ensuring that agents don’t have access to the identities of reviewers may, in some cases, encourage more honest and open feedback from them. It can also help ensure unbiased feedback and foster a more fair and constructive QA process.
This article contains the following topics:
About reviewers' identity anonymization
Admins and account managers can enable the reviewer identity anonymization setting for the account.
To prevent agents from identifying reviewers, you can choose to hide reviewer names in all areas of Zendesk QA where the reviewer role is visible.
Specifically, you can anonymize reviewer identities from agents in the following areas:
Hiding reviewers' identities
The reviewers' identity anonymization is a privacy setting that applies across your entire account.
To hide reviewers' identities from agents
- In Quality Assurance, click your profile icon in the top-right corner.
- Click Settings (
). - In the sidebar (
) under Account, click
General. - Click the Hide reviewer identities from agents option to turn it on.
Hiding reviewers' identities from agents in reviews
When the option to hide reviewers' identities from agents is enabled in your account, agents can’t see the names of reviewers in the Activity page.
Instead, reviewers are identified as Anonymous users.
Hiding reviewers' identities from agents in comments
When the hide reviewers' identities from agents option is enabled in your account, agents cannot tag anyone or see who left comments in the Comments section.
Reviewers can still @mention other users and send them notifications to draw attention to the conversation. However, agents will only see that an Anonymous user was tagged.
Hiding reviewers' identities from agents in reactions
When the option to hide reviewers' identities from agents is enabled in your account, agents won’t be able to see who left reactions in the Reactions section. Instead, reactions will be attributed to an Anonymous user.
Hiding reviewers' identities from agents in disputes
When the hide reviewers' identities from agents option is enabled, agents can dispute feedback only with the reviewer (listed as Original reviewer) or with users who have workspace Lead and Manager roles.
Hiding reviewers' identities from agents in coaching
When the hide reviewers' identities from agents option is enabled in the account, reviewers’ names are also hidden on the Coaching page whenever the Feedback tab is visible.
Specifically, reviewers' names are hidden in coaching sessions.
Hiding reviewers' identities from agents in dashboards
When the reviewers' identity anonymization setting is enabled in the account, reviewers’ names are hidden in all dashboards that display manually submitted review data—such as the Reviews dashboard and the Assignments dashboard. Reviewers are listed simply as Anonymous users.