Hiding reviewer identities from agents in Zendesk QA

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<p id="docs-ai-summary-content">To maintain confidentiality and encourage honest feedback, you can hide reviewer identities from agents. This account-wide setting anonymizes reviewers in areas like Activity, Coaching, and Dashboards. Agents will see "Anonymous user" instead of names, ensuring unbiased reviews and fostering a fair QA process. This feature supports a constructive environment by protecting reviewer identities while allowing agents to dispute feedback with leads or managers.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; General</div>
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<p class="p" dir="ltr">You can anonymize the review process in Zendesk Quality assurance (QA) by
preventing agents from seeing who provided their reviews.</p>
<p class="p" dir="ltr">Protecting reviewers' identities might be necessary to maintain confidentiality. It
can also encourage reviewers to be more honest and open, providing unbiased feedback and
fostering a fair and constructive QA process.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_lyq_zt1_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">About reviewers' identity
anonymization</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_fsw_lnh_4fc">Hiding reviewers'
identities</a></li>
<li class="li">
<a class="xref" href="#topic_e4g_mtx_lgc">Using Zendesk QA with hidden reviewer
identities</a>
</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title2">About hiding reviewers' identities</h2>
<div class="body">
<p class="p" dir="ltr">Admins can hide reviewers’ identities from agents This is an account setting,
meaning it is turned on and off for the account as a whole. It can't be configured for
individual workspaces.</p>
<p class="p">When configured, reviewer identities are hidden in the following areas: </p>
<ul class="ul" id="topic_wsw_cly_ydc__ul_emp_bv1_4fc">
<li class="li">
<a class="xref" href="#topic_fcq_cvx_lgc">Activity</a><ul class="ul" id="topic_wsw_cly_ydc__ul_a1d_wtx_lgc">
<li class="li" dir="ltr">Reviews</li>
<li class="li" dir="ltr">Comments</li>
<li class="li" dir="ltr">Reactions</li>
<li class="li" dir="ltr">Disputes</li>
</ul>
</li>
<li class="li" dir="ltr"><a class="xref" href="#topic_rf1_fvx_lgc">Coaching</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_nyz_fvx_lgc">Dashboards</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fsw_lnh_4fc">
<h2 class="title topictitle2" id="ariaid-title3">Hiding reviewers' identities</h2>
<div class="body">
<p class="p">You must be an admin to configure whether reivewers' identities are hidden.</p>
<p class="p" dir="ltr"><strong class="ph b">To hide reviewers' identities from agents</strong></p>
<div class="p">
<ol class="ol" id="topic_fsw_lnh_4fc__ol_gsw_lnh_4fc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_fsw_lnh_4fc__d8e121" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">General</strong>.</span></li>
<li class="li">Click the <strong class="ph b">Hide reviewer identities from agents</strong> option to turn it on.<p class="p"><img class="image" id="topic_fsw_lnh_4fc__image_hsw_lnh_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hide_reviewer_identities.png" width="800"></p>
</li>
</ol>
</div>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_e4g_mtx_lgc">
<h2 class="title topictitle2" id="ariaid-title4">Using Zendesk QA with hidden reviewer identities </h2>
<div class="body">
<div class="p">When reviewer identities are hidden, the agent’s experience changes in the following
locations: <ul class="ul" id="topic_e4g_mtx_lgc__ul_c2s_k5x_lgc">
<li class="li">
<a class="xref" href="#topic_fcq_cvx_lgc">Activity page</a>
</li>
<li class="li">
<a class="xref" href="#topic_rf1_fvx_lgc">Coaching page</a>
</li>
<li class="li">
<a class="xref" href="#topic_nyz_fvx_lgc">Dashboard page</a>
</li>
</ul>
</div>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_fcq_cvx_lgc">
<h3 class="title topictitle3" id="ariaid-title5">Using the Activity page with reviewer anonymization</h3>
<div class="body">
<p class="p">When reviewer anonymization is turned on, agents can’t see the names of reviewers on the
Activity page. Instead, each reviewer is identified as Anonymous user.</p>
<p class="p"><img class="image" id="topic_fcq_cvx_lgc__image_alf_jvx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_anonymization_reviews.png" width="250"></p>
<p class="p">Agents can’t see who left comments in the Comments section, or tag anyone in a comment.
Reviewers can still <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418#topic_ezh_syk_32c" target="_blank">@mention other users and send them notifications</a>
to draw attention to the conversation. However, agents only see that an anonymous user was
tagged. </p>
<p class="p"><img class="image" id="topic_fcq_cvx_lgc__image_bzp_nvx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_anonymization_comments.png" width="250"></p>
<p class="p">Agents can’t see who left reactions in the Reactions section. Instead, reactions are
attributed to Anonymous user. </p>
<p class="p"><img class="image" id="topic_fcq_cvx_lgc__image_k4z_pvx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_anonymization_reactions.png" width="250"></p>
<p class="p">Agents can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922" target="_blank">dispute feedback</a> only with the reviewer (listed as
Original reviewer) or with users who are <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978#topic_dzc_fgq_q2c" target="_blank">leads or managers</a> in the workspace. </p>
<p class="p"><img class="image" id="topic_fcq_cvx_lgc__image_vvv_wvx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_anonymization_disputes.png" width="250"></p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_rf1_fvx_lgc">
<h3 class="title topictitle3" id="ariaid-title6">Using the Coaching page with reviewer anonymization</h3>
<div class="body">
<p class="p">When reviewer anonymization is turned on, agents can’t see reviewers’ names in the
Feedback pane within <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">coaching sessions</a>. </p>
<p class="p"><img class="image" id="topic_rf1_fvx_lgc__image_iqd_zvx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_anonymization_coaching.png" width="250"></p>
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</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_nyz_fvx_lgc">
<h3 class="title topictitle3" id="ariaid-title7">Using the Dashboard page with reviewer anonymization</h3>
<div class="body">
<p class="p">When reviewer anonymization is turned on, agents can’t see reviewers’ names in dashboards
that display manually submitted review data, such as the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690" target="_blank">Reviews dashboard</a>. Each reviewer is listed as Anonymous user. </p>
<p class="p"><img class="image" id="topic_nyz_fvx_lgc__image_iqq_2wx_lgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_anonymization_dashboards.png" width="750"></p>
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