Creating workspaces in Zendesk QA

<body>
<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">Create workspaces to review conversations with specific criteria. Use a single workspace for uniform performance measurement or multiple workspaces for diverse team structures. Customize settings like members, hashtags, and performance thresholds. Admins and workspace managers can create and manage workspaces to suit team needs, ensuring consistent feedback and tailored reviews.</p>
</div>
<div class="body">
<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Users, bots, and workspaces</div>
</div>
<p class="p" dir="ltr">A workspace allows users to review conversations using one set of criteria. All
accounts on Zendesk QA have a default workspace and users cannot be removed from the
default workspace. You have the option to create and use additional workspaces to suit
your team’s needs. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="zqa_managing_groups__ul_yw2_wdb_2fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_lky_zs2_m2c">Understanding workspaces in
Zendesk QA</a></li>
<li class="li">
<a class="xref" href="#topic_l3l_znq_lgc">Deciding on one or multiple
workspaces</a>
</li>
<li class="li" dir="ltr"><a class="xref" href="#topic_jqy_st2_m2c">Creating workspaces
</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="zqa_managing_groups__ul_zw2_wdb_2fc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">Managing workspace members in Zendesk
QA</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668704026" target="_blank">Managing workspace general settings</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lky_zs2_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding workspaces in Zendesk QA</h2>
<div class="body">
<p class="p" dir="ltr">Zendesk admins can update <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_nym_tzt_pgc" target="_blank">Zendesk QA user roles</a> in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824375450#topic_ppd_dky_lkb" target="_blank">Admin Center</a>. 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. However, they can work in other workspaces. If
you create multiple workspaces, you can segment users and define different review
criteria for each workspace. </p>
<p class="p">Admins can create new workspaces and manage settings for all workspaces. Workspace
managers can configure settings only for the workspaces they manage. </p>
<p class="p" dir="ltr">Within each workspace, you can configure the following settings:</p>
<ul class="ul" id="topic_lky_zs2_m2c__ul_vts_12b_2fc">
<li class="li" dir="ltr">
<strong class="ph b">Members</strong>: Add or remove users from the workspace and change
their permissions for that workspace. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9203020826266" target="_blank">Managing workspace members</a>. </li>
<li class="li" dir="ltr">
<strong class="ph b">General</strong>: Set or edit the workspace name and representative
color, turn unbiased grading and self-reviews on or off, and select the default
reviewee. Admins and workspace managers can also <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759641242" target="_blank">delete the workspace</a> here. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668704026" target="_blank">Managing workspace’s general
settings</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Hashtags</strong>: Manage custom hashtags and track their usage. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700996762" target="_blank">Adding custom hashtags to Zendesk QA
comments</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Threshold</strong>: Set the overall QA goal for the workspace. Scores
below the threshold appear in red, while scores above it appear in green. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043700991514" target="_blank">Setting a performance reporting threshold in
Zendesk QA</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Assignments</strong>: Set up automatic assignment of conversations based
on specific conditions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747327770" target="_blank">Setting up assignments in Zendesk
QA</a>.</li>
<li class="li" dir="ltr">
<strong class="ph b">Calibration</strong>: Ensure consistent feedback by having reviewers
rate the same conversations and comparing their evaluations. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724530842" target="_blank">Setting up calibration in Zendesk
QA</a>.</li>
</ul>
<p class="p"><img class="image" id="topic_lky_zs2_m2c__image_f13_4vz_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_workspace_members_remove.png" width="800"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_l3l_znq_lgc">
<h2 class="title topictitle2" id="ariaid-title3">Deciding on one or multiple workspaces </h2>
<div class="body">
<p class="p">There are good reasons to configure Zendesk QA to use a single workspace or multiple
workspaces. Understanding the benefits of each option can help you optimize for your
team's workflow and review processes. </p>
<div class="p">Compare the following: <ul class="ul" id="topic_l3l_znq_lgc__ul_byl_b4q_lgc">
<li class="li">
<a class="xref" href="#topic_abx_b4q_lgc">Benefits of a single
workspace</a>
</li>
<li class="li">
<a class="xref" href="#topic_ast_24q_lgc">Benefits of multiple
workspaces</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_abx_b4q_lgc">
<h3 class="title topictitle3" id="ariaid-title4">Benefits of a single workspace</h3>
<div class="body">
<div class="p">Reasons to use a single workspace include: <ul class="ul" id="topic_abx_b4q_lgc__ul_rtk_d4q_lgc">
<li class="li">Sharing a consolidated workspace works well for teams that measure
performance in the same way, such as small teams, teams with a flat
hierarchy, and teams where everyone works across the range of
conversations. </li>
<li class="li">A single workspace applies the same criteria for everyone. </li>
<li class="li">A single workspace provides simplicity and consistency for admins and
reviewers in setting up and performing the same types of reviews for the
same types of agent.</li>
<li class="li">A single workspace provides a single, consolidated dashboard. This works
best for small departments or teams with only one help desk instance.
Within that dashboard, segment your team into smaller groups as needed.
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_ast_24q_lgc">
<h3 class="title topictitle3" id="ariaid-title5">Benefits of multiple workspaces</h3>
<div class="body">
<div class="p">Reasons to create multiple workspaces include: <ul class="ul" id="topic_ast_24q_lgc__ul_kx3_g4q_lgc">
<li class="li">Workspaces provide a way to keep different help desk instances or
departments separate. For example, Support, Sales, and Customer Success
can each have their own workspace.</li>
<li class="li">Multiple workspaces work better for complex team structures, such as
sub-teams or category-based teams like those organized by channel, tier,
topic, or client type. </li>
<li class="li">Multiple workspaces can apply different rating criteria depending on the
users. This can provide more or different insights. </li>
<li class="li">Multiple workspaces can be used to provide <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760307482" target="_blank">different types of reviews</a> on
the same agents. For example, peer reviews and manager reviews,
self-reviews and manager reviews, reactive and proactive reviews. </li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title6">Creating workspaces </h2>
<div class="body">
<p class="p">Admins and workspace managers can create new workspaces.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a new workspace</strong></p>
<ol class="ol" id="topic_jqy_st2_m2c__ol_nwy_g2b_2fc">
<li class="li"><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, then select <strong class="ph b">Users, bots, and workspaces</strong>.</span></li>
<li class="li" dir="ltr">In the navigation panel, click the create workspace icon (+) next to
Workspaces to create a new workspace.</li>
<li class="li" dir="ltr">Enter a unique name for the workspace.</li>
<li class="li">Click <strong class="ph b">Create workspace</strong>.</li>
</ol>
</div>
</div>
<script id="fast-path-script">
//<![CDATA[
const fast_path_style = document.createElement('style');
fast_path_style.innerHTML = `#article-body .fastpath{font-size:.9em;background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 8px;margin-bottom:16px}#article-body .fastpath::before{content:none!important}`;
document.head.appendChild(fast_path_style);
//]]>
</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>