New reviewer anonymization feature in Zendesk QA

Announced on | Rollout on
June 17, 2025 | June 17, 2025

To prevent agents from identifying reviewers, admins and account managers can now choose to hide reviewer names in all areas of Zendesk QA where the reviewer role is visible.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Admins and account managers can enable a new setting for reviewer identity anonymization within their account to prevent agents from identifying reviewers.

This feature allows you to hide reviewer names in all areas of Zendesk QA where the reviewer role is displayed. Specifically, you can anonymize reviewer identities from agents in the following areas:

Reviews

Comments

Reactions

Disputes

Coaching

Dashboards

Why is Zendesk making this change?

Protecting reviewer 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. It can also help ensure unbiased feedback and foster a more fair and constructive QA process.

What do I need to do?

No specific action is required. The new option will appear in your account settings. Learn more about Hiding reviewers’ identities from agents.