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Triin Mahlakõiv's Avatar

Triin Mahlakõiv

Joined Jan 28, 2025

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Last activity Feb 13, 2025

Senior Product Manager

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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. 

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 now occurs at the account level rather than within a workspace.

    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 is also moving from workspaces to the account level.

    Admins and account managers can create and reuse categories across workspaces and manage exemptions lists and exact text-matches for categories and custom AutoQA categories from a single location. 

  • Improved Category features: The following improvements have been made to categories: 

- All categories will be conditional by default now, with Show always as the standard setting.

- Category grouping and weighting now has more intuitive organization and streamlined logic.

- Weighting categories now uses a 100-point integer-based scale rather than a decimal point-based scale. With the migration, the decimal weights (for example, 0.7, 1.4) will be rounded to whole numbers. Your previous weights will be adjusted proportionally to maintain their impact on the final score. For example, a category weight of 1.35 (out of 2) in the old system will be proportionally scaled to 68 (rounded from 67.5) on the new 0-100 scale. This update makes scoring more user-friendly while preserving the weight relationships from the old system.

- Category criticality can be configured at the category or group level, which provides more flexibility because it allows for the failure of specific categories within a ticket (without affecting overall ticket quality) rather than requiring the whole ticket to be failed. This means when an entire ticket fails, it’s due to major mistakes rather than more isolated issues.

- You can now add non-scoring categories, which can help you gain insights into topics that may not apply universally.

- Root causes can now be applied to all scores, including positive ones.

- Individual categories can be marked as N/A without impacting performance scores.

Why is Zendesk making this change?

Zendesk identified several key challenges related to using and managing scorecards. These updates make scorecard management more scalable, intuitive, and impactful, giving you more time to focus on insights and driving quality. Specifically, the goals of this release include:

  • Reducing the duplication of work by consolidating redundant scorecards and categories.
  • Making the process of setting up, editing, and testing scorecards more intuitive and streamlined. For example, now you can easily modify or remove scorecards without affecting workflows.
  • Enhancing the transparency of how categories affect scores by clarifying the scoring logic and category relationships.

What do I need to do?

Because management of scorecards is moving to an account-level, only admins and account managers will have access and permission to do this. Workspace managers, who previously had access to manage scorecards, are losing that access. If you want any of the current workspace managers to continue managing scorecards, you must change their role to an admin or account manager. 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 27, 2025 · Triin Mahlakõiv

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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

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