Announcing review the reviewer assignments in Zendesk QA

Announced on | Rollout on
August 10, 2026 | August 10, 2026

We're excited to announce that Zendesk is introducing Reviewer QA assignments and a dedicated Reviewer QA dashboard in Zendesk QA.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is introducing reviewer QA assignments and a dedicated reviewer QA dashboard in Zendesk QA to help teams measure and improve reviewer accuracy in a structured, automated way.

With this change:

Reviewers can be randomly evaluated on graded tickets without knowing who reviewed them.

QA leads and admins can assign reviewer evaluations automatically based on conditions.

A new Reviewer QA dashboard gives visibility into reviewer performance, score trends, evaluations, and coaching insights.

Evaluated reviewers can see their own scores and evaluation history, but not the evaluator’s identity.

Leads can see their own evaluations and all other evaluations within their workspaces.

Managers can analyze broader calibration quality and cross-team trends across their workspaces.

Agents will not have access to the Grade the Reviewer dashboard.

Why is Zendesk making this change?

Zendesk is making this change to help teams:

Track reviewer accuracy more reliably

Improve consistency and quality in review scoring

Support unbiased evaluation by randomly assigning reviewer QA tasks

Enable continuous coaching and calibration

Give leads and managers better visibility into reviewer performance trends and quality gaps

This is meant to strengthen quality assurance workflows and create a more accountable, data-driven review process.

What do I need to do?

No action is required. This is being rolled out to all Zendesk QA accounts. To learn how to create reviewer QA assignments see Setting up reviewer QA assignments. To learn how to review reviewer QA assignments see Accessing and viewing the Reviewer QA dashboard.

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.