Creating workspaces in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">A workspace allows reviewers to review conversations using one set of criteria.</p>
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<p id="docs-ai-summary-content">Create workspaces to tailor your review process. Use a single workspace for uniform criteria and simplicity, ideal for small or flat teams. Opt for multiple workspaces to separate departments, apply varied criteria, and support complex team structures. Customize settings like members, hashtags, and thresholds to suit your needs. This flexibility helps you manage conversations and improve performance.</p>
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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Dashboard &gt; Users, bots, and workspaces</div>
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<p class="p" dir="ltr">A workspace allows reviewers to review conversations using one set of criteria. </p>
<p class="p" dir="ltr">All accounts have one default workspace. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10093676975898#topic_bqv_vqn_shc" target="_blank">Once given access to Zendesk QA</a>, all new users
are automatically assigned to the account’s default workspace. However, they can also
work in other workspaces. </p>
<p class="p" dir="ltr">If you create multiple workspaces, you can segment users and define different
review criteria for each workspace. </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">
<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"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10345461586586" target="_blank">Changing the account's default workspace in
Zendesk QA</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_l3l_znq_lgc">
<h2 class="title topictitle2" id="ariaid-title2">Deciding on one or multiple workspaces </h2>
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<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-title3" class="topic nested2" id="topic_abx_b4q_lgc">
<h3 class="title topictitle3" id="ariaid-title3">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-title4" class="topic nested2" id="topic_ast_24q_lgc">
<h3 class="title topictitle3" id="ariaid-title4">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>
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</div>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title5">Creating workspaces </h2>
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<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. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760141978" target="_blank">Understanding roles and permissions in Zendesk QA</a>.</p>
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<p class="p"><strong class="ph b">To create a new workspace</strong></p>
<ol class="ol">
<li class="li" dir="ltr"><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
<strong class="ph b">Workspaces</strong> to create a new workspace.</li>
<li class="li" dir="ltr">Enter a unique name for the workspace.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create workspace</strong>.<p class="p" dir="ltr">Within each workspace, you
can configure the following settings:</p>
<ul class="ul" id="topic_jqy_st2_m2c__d10e47">
<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. 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_jqy_st2_m2c__d10e99" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_workspace_members_remove.png" width="800"></p>
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