Viewing and updating Zendesk QA account settings

In Zendesk Quality assurance (QA) account settings, admins can configure settings that apply to the entire account and all workspaces.


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Admins can manage account settings to enhance quality assurance processes. Configure general settings like default workspaces and automatic scoring, manage connections for data integration, and set up notifications for user engagement. Utilize scorecards and spotlight insights to evaluate agent performance and identify improvement areas. AI insights offer advanced evaluation tools for deeper analysis and learning opportunities.






Location: Zendesk QA > Settings

In Zendesk Quality assurance (QA) account settings, admins can configure settings
that apply to the entire account and all workspaces.
This article contains the following sections:

Accessing account settings


Managing general settings


Managing connection settings


Managing account notification
settings


Managing scorecard, category, and root
cause settings

Managing AI insights settings

Related article:

Viewing and updating personal settings in Zendesk QA





Accessing account settings

Admins can access account settings from the settings menu.
To access the account settings page

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings.
From account settings, view and manage the following:
General settings
Connections
Notifications
Scorecards
AI







Managing general settings

General account settings allow you to define the experience for all workspaces.
On the General account settings page, admins can view and configure all of the following:









Setting or action
Description


Default workspace

Once given access to Zendesk QA, all new
users are automatically assigned to the account’s default workspace. You cannot remove users from the account’s default workspace. However, you can
create additional workspaces and then
change the default workspace if needed.




Start of the week
Day the week starts on in Zendesk QA. Options are Monday or Sunday.


LLM-based AutoQA
Controls whether Auto-QA processing by large language models (LLMs) is on or
off. Turning on LLM-based AutoQA allows it to automatically score user interactions
with AI.
Turning off LLM integration doesn’t turn off the
AutoQA feature completely. When it’s turned off, the following data remains:

AutoQA categories powered by the AI
model remain on the scorecard but are no longer automatically scored.
Manually added root causes remain but not LLM-based
root causes.
Historical data remains on the AutoQA dashboard.


When this option is turned off, AI insights based on custom prompts,
some spotlight insights, and some AutoQA
categories language options won't function.


AutoQA uses AI and large language models (LLMs) to
automatically score specific categories. Your data is processed under a strict
Data Processing Agreement (DPA) and is never used to train any models. Learn about generative AI at
Zendesk.




Automated agent scoring

Turns autoscoring on or off.
Turning on automatic scoring with AutoQA allows Zendesk QA to automatically
evaluate and score agents. These evaluations are for guidance only and shouldn’t
be used for performance decisions. They should supplement, not replace, human
performance reviews.
Turning it off means user interactions are
not automatically scored. You can still use AI-powered evaluations and custom
prompts for insight, but no automated scores are assigned to individual
agents.
Automated scores contribute to the auto quality score (AQS), but the internal quality score (IQS) remains based
solely on manual reviews. Participating agents must be Zendesk QA users and
members of the workspaces where AutoQA categories are configured. Autoscoring
categories are indicated by a hologram icon ( ).


AI suggestions
Controls the ability to get Enhance suggestions when creating new AI prompt-based spotlight insights and
AI prompt-based rating categories. Content
is generated automatically to help you write better prompts.


Hide reviewer identities from agents

Controls whether reviewer anonymization is on or
off.
Turning on this option means agents can’t identify the reviewer giving them an
evaluation. This can help ensure unbiased feedback and foster a fair and
constructive QA process.


Deleted conversations

Allows you to manage or delete reviews associated with deleted
tickets in Zendesk QA.
Deleting a ticket in Zendesk Support (or another help desk) doesn't affect
associated conversation reviews. You can still access a review using the ticket
ID. Deleting reviews in Zendesk QA removes the ticket and all related review
data.









Managing connection settings

Connection settings allow you to add, manage, and monitor connected data sources.
On the Connection settings page, admins can view and configure the following:








Setting or action
Description


Custom integration
Allows you to add a new connection with a custom integration. A custom integration allows you to use
an API to import data about conversations or users in bulk and export statistical
data. Some technical experience may be required.


Add connection

Allows you to add and configure advanced options for help desk
connections in Zendesk QA.


Note: Contact your Zendesk Sales Representative before
adding a new connection.




Edit connection
Allows you to update a connection, including the name,
account ID, and token.


Delete connection
Allows you to remove a connection from Zendesk QA. This
action is irreversible. Deleting a connection removes all help
desk-related data for this connection from Zendesk QA, including conversations,
fields, and tags. Submitted reviews are not affected and remain visible in
specific views. Contact Zendesk customer support to request
deactivation or to mark the connection as inactive instead of deleting
it.








Managing account notification settings

Notification settings allow you to define the default notification behavior for new users.
Notifications are sent in the user's UI language.
On the Notification settings page, admins can view and configure the following:








Setting or action
Description


Override settings for all users
Allows you to prevent users from customizing their personal settings.


Email reports

Allows users to receive automated email reports with statistics
about given and received reviews.
Options include the following:
Daily
Weekly
Monthly




Notifications
Allows users to receive notifications for newly received reviews, replies in
threads, mentions in comments, and disputes related to them. When you configure a
new notification schedule, the system first checks whether a notification of the
same type has been sent within a similar time frame. If it finds such a
notification, it holds the new notification and schedules it to be sent later. If
no matching notification is found, the system sends the new notification
immediately.
For example, when you configure notifications to be sent Every
3 hours, the system checks whether a notification of the same type has been sent
within the past 3 hours. If it finds such a notification, it holds the new
notification and schedules it to be sent later. If no matching notification is
found, the system sends the new notification immediately.
Options
for each notification type include the following:
Instantly
Every 3 hours
Every 6 hours
Daily
Weekly
Monthly
Off





Reminders
Allows you to send automated weekly reminders to users who haven’t done any
reviews. Reminders are sent at the start of the week if users haven't completed
any reviews.


Slack integrations

Allows you to set up an integration so users can receive notifications directly in Slack.








Managing scorecard, category, and root cause settings

Scorecards are a powerful tool for evaluating agent performance,
identifying areas for improvement, and ensuring that your team meets organizational goals.
Scorecard settings allow you to create and manage scorecards, categories, and root causes.
All scorecards, categories, and root causes are listed here.
On the Scorecards page, admins can view and configure the following:








Setting or action
Description


Settings
Allows you to view or update the following scorecard settings:
Using emojis instead of numbers.
Letting people skip categories. All rating scales within existing
scorecards will include N/A as an option.




Create
Allows you to create a new scorecard or create a new category.


Scorecards
Allows you to view and manage scorecards.


Categories
Allows you to view and manage categories.


Root causes
Allows you to view and manage root causes.


Automatic scoring with AutoQA status
Allows you to see the AutoQA status. Provides shortcuts to access the AutoQA account settings and
AutoQA dashboard.







Managing AI insights settings

AI insights automatically surface valuable
improvements and learning opportunities, speeding up the evaluation process. AI insights
settings allow you to create and manage AI insights.
On the AI settings page, admins can view and configure the following:









Setting or action
Description


Create new AI insights
Allows you to create AI insights, including the following:
Creating AI prompt-based rating
categories
Creating AI prompt-based spotlight
insights
Creating exact text-match custom rating
categories
Creating exact text-match AI insights
spotlights




View and manage system, exact text-match, and prompt-based
categories and spotlights
Allows you to manage AI insights, including the following:
Managing autoscoring categories
Managing AI spotlight insights









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