Understanding roles and permissions in Zendesk QA

Understand roles and permissions to manage team access and security. Admins can set roles in Admin Center, while workspace permissions allow flexibility across different workspaces. Assign roles like Manager, Lead, Reviewer, or Agent to control access to features such as calibration, coaching, quizzes, disputes, and dashboards. Tailor permissions to fit your team's needs and streamline operations without compromising security.


Zendesk Admin Center provides a central location for setting team members’ roles
and product access in Zendesk Quality assurance (QA). A team member is anyone you add to a
Zendesk account who is not an end user. Additional workspace permissions can be added on the
Zendesk QA side.
Ensuring that team members have the appropriate access levels maintains efficiency
and security within your team.
This article contains the following topics:

About roles and permissions in
Zendesk QA
Workspace permissions
Permissions by feature

Related articles:

Setting roles and access in Zendesk Admin
Center
Managing users and workspaces in Zendesk QA



About roles and permissions in Zendesk QA

Zendesk admins can update the following Zendesk QA role permissions in Admin Center:

Admin
Agent
Reviewer
Workspace lead
Workspace manager
Connected user

See Setting roles and access in Zendesk Admin Center.
Zendesk QA role permissions apply only to the default workspace, and users cannot be removed from
the default workspace. Additional workspace permissions can be added on the Zendesk QA side.



Workspace permissions

Workspace permissions apply only within a specific workspace. Team members can
have different permissions in different workspaces.
The following workspace permissions can be assigned:








Workspace permission
Description


Manager
Can view all reviews and manage all workspace settings.



Lead

Can view everything in the workspace and manage quizzes, assignments, groups,
disputes, and calibration sessions. Cannot edit other workspace settings or
scorecards.


Reviewer
Can view all reviews but cannot edit workspace settings. Can perform
peer reviews.


Agent
Can view their own conversations, reply to feedback, and view their
customer satisfaction (CSAT) ratings. They have access to their own dashboard and
can perform self-reviews, if enabled.







Permissions by feature

Different features in Zendesk QA have specific permissions associated with
them:









Feature
Role
Permissions


Calibration


Admin, workspace manager, and lead




Can create calibration sessions






Reviewer




Can participate in calibration sessions




Coaching


Admin
Workspace manager, lead, and reviewer




Can create new coaching sessions






All members




Can access coaching sessions




Dashboards


Admin




Can view all data from all workspaces






Reviewer




Can view all data where they are reviewers






Agent




Can only view their own workspaces’ data




Disputes


Agents




Reviewees (most commonly agents) can create disputes, depending on
workspace settings






Workspace manager and lead




Disputes can be escalated to a workspace manager or lead






Reviewer




Disputes can be sent to the initial reviewer






Admin, workspace manager, and lead




Can create disputes




Groups


Admin




Can create, edit, and delete groups






Workspace manager and lead




Can create, edit, and delete groups for their workspaces




Pins


All users




Can add pins




Quizzes


Admin




Can create new quizzes
Can access, change, delete, or publish quiz drafts
Can delete or archive all quizzes






Workspace manager and lead




Can create new quizzes






All members in the workspace where the quiz was created




Can access quizzes




Reviews


All roles




Can see reviews they received
Can edit and delete their own self-reviews



Agents can review the conversations where they're the
assignee when the Self-reviews workspace setting is
enabled.






Admin, workspace manager, lead, and reviewer




Can see reviews of others
Can review any conversation



The reviewer role can't see reviews of others when the
Unbiased grading workspace setting is
enabled






Admin, workspace manager, and lead


Can edit and delete reviews done by others


Scorecards


Admin




Can create, edit, and delete scorecards, categories, and root
causes