Recent searches


No recent searches

Triin Mahlakõiv's Avatar

Triin Mahlakõiv

Joined Jan 28, 2025

·

Last activity Feb 13, 2025

Senior Product Manager

Following

0

Followers

0

Total activity

4

Votes

0

Subscriptions

2

ACTIVITY OVERVIEW

Latest activity by Triin Mahlakõiv

Triin Mahlakõiv created an article,

ArticleAnnouncements
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.

  • 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.

  • 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. 

  • 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.

Edited Feb 13, 2025 · Triin Mahlakõiv

0

Followers

5

Votes

0

Comments


Triin Mahlakõiv created an article,

ArticleAnnouncements
Announced on Rollout starts
January 28, 2025 March 17, 2025

Beginning March 17, Zendesk is implementing an update to the number format displayed in all Zendesk QA dashboards.

This announcement includes the following topics:

What is changing?

Currently, users see the following format in their dashboards, regardless of the chosen language: 1,234.56 (thousands separated by commas; decimals separated by a period).

Moving forward, the default dashboard format for English will remain as mentioned above, while one of the following two additional formats will be displayed based on the chosen language setting:

  • 1.234,56 (thousands separated by periods; decimals separated by a comma)
  • 1 234,56 (thousands separated by spaces; decimals separated by a comma)

The table below shows the chosen language and the corresponding displayed number format.

Language Thousand Separator Final Number Format Decimal Separator
Bulgarian thin space - 1 000 1 234,56 ,
Czech thin space - 1 000 1 234,56 ,
Danish 1 1.234,56 ,
Dutch 1 1.234,56 ,
Finnish thin space - 1 000 1 234,56 ,
French (Canada) thin space - 1 000 1 234,56 ,
French thin space - 1 000 1 234,56 ,
German 1 1.234,56 ,
Greek 1 1.234,56 ,
Hungarian thin space - 1 000 1 234,56 ,
Indonesian 1 1.234,56 ,
Italian 1 1.234,56 ,
Norwegian thin space - 1 000 1 234,56 ,
Polish thin space - 1 000 1 234,56 ,
Portuguese (Brazil) 1 1.234,56 ,
Romanian 1 1.234,56 ,
Russian thin space - 1 000 1 234,56 ,
Spanish 1 1.234,56 ,
Swedish thin space - 1 000 1 234,56 ,
Turkish 1 1.234,56 ,
Vietnamese 1 1.234,56 ,

For any other language not listed in the table, the default number format will remain the same: 1,234.56.

Why is Zendesk making this change?

This update aims to enhance the user experience by providing a more localized and familiar number format for users across different regions.

Am I affected?

Users with a language setting in Zendesk QA that matches one of the languages listed in the table above are affected.

What do I need to do?

For most users, this transition will be seamless and require no action, as it only affects how data is displayed. However, if you have developed integrations or automated processes that rely on the previous number format (for example, data exports), you’ll need to update your logic to ensure compatibility with the new formats.

If you believe this change may negatively impact you, you can manually update your user language to English to postpone the update until you are ready. Note that if you choose this option, all Zendesk QA dashboard column names will also be converted to English. If you have not yet been migrated and are still using the Klaus app for sign-in, to update your language settings see How can I change language in Zendesk QA?. If you’re accessing Zendesk QA through the product tray already, see How can I change the language in Support for my agents?.

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.

Edited Jan 27, 2025 · Triin Mahlakõiv

1

Follower

1

Vote

0

Comments