Hiding reviewer identities from agents in Zendesk QA

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.




Location: Zendesk QA > Settings > General

You can anonymize the review process in Zendesk Quality assurance (QA) by
preventing agents from seeing who provided their reviews.
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.
This article contains the following topics:

About reviewers' identity
anonymization
Hiding reviewers'
identities

Using Zendesk QA with hidden reviewer
identities




About hiding reviewers' identities

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.
When configured, reviewer identities are hidden in the following areas:


Activity
Reviews
Comments
Reactions
Disputes


Coaching
Dashboards




Hiding reviewers' identities

You must be an admin to configure whether reivewers' identities are hidden.
To hide reviewers' identities from agents


In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
In the sidebar under Account, click
General.
Click the Hide reviewer identities from agents option to turn it on.






Using Zendesk QA with hidden reviewer identities

When reviewer identities are hidden, the agent’s experience changes in the following
locations:

Activity page


Coaching page


Dashboard page





Using the Activity page with reviewer anonymization

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.

Agents can’t see who left comments in the Comments section, or tag anyone in a comment.
Reviewers can still @mention other users and send them notifications
to draw attention to the conversation. However, agents only see that an anonymous user was
tagged.

Agents can’t see who left reactions in the Reactions section. Instead, reactions are
attributed to Anonymous user.

Agents can dispute feedback only with the reviewer (listed as
Original reviewer) or with users who are leads or managers in the workspace.




Using the Coaching page with reviewer anonymization

When reviewer anonymization is turned on, agents can’t see reviewers’ names in the
Feedback pane within coaching sessions.




Using the Dashboard page with reviewer anonymization

When reviewer anonymization is turned on, agents can’t see reviewers’ names in dashboards
that display manually submitted review data, such as the Reviews dashboard. Each reviewer is listed as Anonymous user.