Understanding roles and permissions in Zendesk QA

<body>
<p id="docs-hc-snippet" style="display: none;">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.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_zqa">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">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.</p>
</div>

<div class="body">

<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">Ensuring that team members have the appropriate access levels maintains efficiency
and security within your team. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_azh_pfq_q2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_kcp_yv1_cbc">About roles and permissions in
Zendesk QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_dzc_fgq_q2c">Workspace permissions</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ph4_bkq_42c">Permissions by feature</a></li>
</ul>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic-1__ul_w4b_4fq_42c">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450" target="_blank">Setting roles and access in Zendesk Admin
Center</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760162074" target="_blank">Managing users and workspaces in Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_kcp_yv1_cbc">
<h2 class="title topictitle2" id="ariaid-title2">About roles and permissions in Zendesk QA</h2>
<div class="body">
<p class="p">Zendesk admins can update the following <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_nym_tzt_pgc" target="_blank">Zendesk QA role permissions in Admin Center</a>:</p>
<ul class="ul" id="topic_kcp_yv1_cbc__ul_kvr_3b4_zgc">
<li class="li">Admin</li>
<li class="li">Agent</li>
<li class="li">Reviewer</li>
<li class="li">Workspace lead</li>
<li class="li">Workspace manager</li>
<li class="li">Connected user</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450" target="_blank">Setting roles and access in Zendesk Admin Center</a>.</p>
<p class="p">Zendesk QA role permissions apply only to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">default workspace</a>, and users cannot be removed from
the default workspace. Additional <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">workspace permissions</a> can be added on the Zendesk QA side.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_dzc_fgq_q2c">
<h2 class="title topictitle2" id="ariaid-title3">Workspace permissions</h2>
<div class="body">
<p class="p" dir="ltr">Workspace permissions apply only within a specific workspace. Team members can
have different permissions in different workspaces. </p>
<p class="p" dir="ltr">The following workspace permissions can be assigned:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dzc_fgq_q2c__table_tqs_ggq_q2c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Workspace permission</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Manager</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Can view all reviews and manage all workspace settings.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<strong class="ph b">Lead</strong>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Can view everything in the workspace and manage quizzes, assignments, groups,
disputes, and calibration sessions. Cannot edit other workspace settings or
scorecards.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Reviewer</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Can view all reviews but cannot edit workspace settings. Can perform
peer reviews.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Agent</strong></td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">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.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ph4_bkq_42c">
<h2 class="title topictitle2" id="ariaid-title4">Permissions by feature</h2>
<div class="body">
<p class="p" dir="ltr">Different features in Zendesk QA have specific permissions associated with
them:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ph4_bkq_42c__table_rtr_3gq_q2c" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Feature</strong></td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Role</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Permissions</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">Calibration</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_str_3gq_q2c">
<li class="li" dir="ltr">Admin, workspace manager, and lead</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_ttr_3gq_q2c">
<li class="li" dir="ltr">Can create calibration sessions</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_utr_3gq_q2c">
<li class="li" dir="ltr">Reviewer</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_vtr_3gq_q2c">
<li class="li" dir="ltr">Can participate in calibration sessions</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">Coaching</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_wtr_3gq_q2c">
<li class="li" dir="ltr">Admin</li>
<li class="li" dir="ltr">Workspace manager, lead, and reviewer</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_xtr_3gq_q2c">
<li class="li" dir="ltr">Can create new coaching sessions</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_a5r_3gq_q2c">
<li class="li" dir="ltr">All members</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_b5r_3gq_q2c">
<li class="li" dir="ltr">Can access coaching sessions</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="3" style="vertical-align:top;">Dashboards</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_s5r_3gq_q2c">
<li class="li" dir="ltr">Admin</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_t5r_3gq_q2c">
<li class="li" dir="ltr">Can view all data from all workspaces</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_u5r_3gq_q2c">
<li class="li" dir="ltr">Reviewer</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_v5r_3gq_q2c">
<li class="li" dir="ltr">Can view all data where they are reviewers</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_w5r_3gq_q2c">
<li class="li" dir="ltr">Agent</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_x5r_3gq_q2c">
<li class="li" dir="ltr">Can only view their own workspaces’ data</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="4" style="vertical-align:top;">Disputes</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_i5r_3gq_q2c">
<li class="li" dir="ltr">Agent</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_j5r_3gq_q2c">
<li class="li" dir="ltr">Reviewees (most commonly agents) can create disputes, depending on
workspace settings</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_k5r_3gq_q2c">
<li class="li" dir="ltr">Workspace manager and lead</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_l5r_3gq_q2c">
<li class="li" dir="ltr">Disputes can be escalated to a workspace manager or lead</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_m5r_3gq_q2c">
<li class="li" dir="ltr">Reviewer</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_n5r_3gq_q2c">
<li class="li" dir="ltr">Disputes can be sent to the initial reviewer</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_o5r_3gq_q2c">
<li class="li" dir="ltr">Admin, workspace manager, and lead </li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_p5r_3gq_q2c">
<li class="li" dir="ltr">Can create disputes</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="2" style="vertical-align:top;">Groups</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_y5r_3gq_q2c">
<li class="li" dir="ltr">Admin</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_z5r_3gq_q2c">
<li class="li" dir="ltr">Can create, edit, and delete QA groups</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_avr_3gq_q2c">
<li class="li" dir="ltr">Workspace manager and lead</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_bvr_3gq_q2c">
<li class="li" dir="ltr">Can create, edit, and delete groups for their workspaces</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Pins</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_q5r_3gq_q2c">
<li class="li" dir="ltr">All users</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_r5r_3gq_q2c">
<li class="li" dir="ltr">Can add pins</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" rowspan="3" style="vertical-align:top;">Quizzes</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_c5r_3gq_q2c">
<li class="li" dir="ltr">Admin</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_d5r_3gq_q2c">
<li class="li" dir="ltr">Can create new quizzes</li>
<li class="li" dir="ltr">Can access, change, delete, or publish quiz drafts</li>
<li class="li" dir="ltr">Can delete or archive all quizzes</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_e5r_3gq_q2c">
<li class="li" dir="ltr">Workspace manager and lead</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_f5r_3gq_q2c">
<li class="li" dir="ltr">Can create new quizzes</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_g5r_3gq_q2c">
<li class="li" dir="ltr">All members in the workspace where the quiz was created</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_h5r_3gq_q2c">
<li class="li" dir="ltr">Can access quizzes</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" rowspan="3" style="vertical-align:top;">Reviews</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_by4_lqp_1hc">
<li class="li" dir="ltr">All roles</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_if3_sqp_1hc">
<li class="li">Can see reviews they received</li>
<li class="li">Can edit and delete their own self-reviews</li>
</ul>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Agents can review the conversations where they're the
assignee when the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668704026" target="_blank">Self-reviews workspace setting</a> is
enabled.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_exy_znp_1hc">
<li class="li" dir="ltr">Admin, workspace manager, lead, and reviewer </li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_ub4_wrp_1hc">
<li class="li">Can see reviews of others </li>
<li class="li">Can review any conversation</li>
</ul>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> The reviewer role can't see reviews of others when the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668704026" target="_blank">Unbiased grading workspace setting</a> is
enabled</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_qsb_4qp_1hc">
<li class="li" dir="ltr">Admin, workspace manager, and lead</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Can edit and delete reviews done by others</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" rowspan="2" style="vertical-align:top;">Reviewer QA evaluations</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_rpm_2c2_yjc">
<li class="li">Admin and lead </li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_w2m_fc2_yjc">
<li class="li">Can set up reviewer QA assignments</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_w5x_gc2_yjc">
<li class="li">Workspace manager and lead</li>
</ul>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_ky2_hc2_yjc">
<li class="li">Can evaluate reviewers</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Scorecards</td>
<td class="entry row-nocellborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_cvr_3gq_q2c">
<li class="li" dir="ltr">Admin</li>
</ul>
</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<ul class="ul" id="topic_ph4_bkq_42c__ul_dvr_3gq_q2c">
<li class="li" dir="ltr">Can create, edit, and delete scorecards, categories, and root
causes</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043760141978",
"url": "https://support.zendesk.com/hc/en-us/articles/7043760141978",
"headline": "Understanding roles and permissions in Zendesk QA",
"description": "You learn how team member roles and workspace permissions are set for QA, and which roles can access each feature, review type, and workspace setting.",
"articleSection": "Setting up Zendesk QA",
"datePublished": "2024-04-10T01:22:58+00:00",
"dateModified": "2026-08-10T08:07:15.148921+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/7043760141978"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Quality Assurance",
"@id": "https://support.zendesk.com/hc/en-us/sections/6999625340058"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>