Managing users in Zendesk QA

Users are assigned to the account'sdefault workspacewhen theirZendesk QA user roleis updated inAdmin Center. Users cannot be removed from this default workspace.


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Quality Assurance (QA) or Workforce Engagement Management (WEM)







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Manage users by organizing them into groups and workspaces. Assign users to workspaces and customize their permissions. Add or remove users from specific workspaces and groups using the Users page.






Location: Zendesk QA > Dashboard > Users, bots, and workspaces

Users are assigned to the account's default workspace when their Zendesk QA user role is updated in Admin Center. Users cannot be removed from this
default workspace.
Admins and workspace managers can organize users within groups, add or remove
them from specific workspaces, and define their permissions within the workspace using
the Users page in Zendesk QA.
This article contains the following topics:

Accessing the Users page in
Zendesk QA
Adding users to
workspaces
Removing users from
workspaces
Adding users to QA
groups
Removing users from QA
groups

Related articles:

Understanding roles and permissions in Zendesk
QA
Managing workspace members in Zendesk
QA



Accessing the Users page in Zendesk QA

The Users page provides a view of the users in your Zendesk QA account, including who
they are, their account permissions, the number of workspaces and groups
they are assigned to, and when they were last active in Zendesk QA.
On the Users page, admins and workspace managers can define users’ permissions within
the Zendesk QA workspaces. Additionally, admins and workspace managers can organize
users into groups and add or remove them from specific workspaces.

To access the Users page in Zendesk QA

In Quality assurance, click your profile
icon in the top-right corner, then select Users, bots, and
workspaces.
In the side menu, click Users.






Adding users to workspaces

Users can operate in different workspaces in Zendesk QA. You can review
conversations based on the same criteria for all users or, if your business has
different departments, such as Support, Sales, and Customer Success, for example,
create multiple workspaces to separate
these instances.
Users are assigned to the account's default workspace when their Zendesk QA user role is updated in Admin Center. Users cannot be removed from
this default workspace.
Admins and workspace managers can add or remove users from other workspaces
using the Users page or by accessing each workspace's Members list.
To add users to workspaces on the Users page


Access the Users page in Zendesk
QA.
Select the users you want to add to specific workspaces.
In the toolbar that appears at the bottom of the page, click Edit
details.

Select one or more workspaces to add the selected users to. Enter the
beginning of a workspace's name to autocomplete or select from the drop-down
menu.

Click Save changes.




Removing users from workspaces

Users are assigned to the account's default workspace when their Zendesk QA user role is updated in Admin Center. Users cannot be removed from
this default workspace.
However, admins and Workspace managers can remove users from all other
workspaces using the Users page, or by accessing each workspace's Members list.
To remove users from workspaces using the Users page


Access the Users page in Zendesk
QA.
Select the users you want to remove from specific workspaces.
In the toolbar that appears at the bottom of the page, click Edit
details.
Select one or more workspaces to remove the selected users from. Enter the
beginning of a workspace's name to autocomplete or select from the drop-down
menu.

Click Save changes.




Adding users to QA groups

You can create and manage QA groups to organize users according to
characteristics such as organizational structure, language, or skill set. While you
can add group members individually on the Groups page, on the Users page you can add
members in bulk as well as individually.
To add users to QA groups on the Users page


Access the Users page in Zendesk
QA.
Select the users you want to add to QA groups.
In the toolbar that appears at the bottom of the page, click Edit
details.
Select one or more groups to add the selected users to. Enter the beginning
of a group's name to autocomplete or select from the drop-down
menu.

Click Save changes.




Removing users from QA groups

You can create and manage QA groups to organize users according to
characteristics such as organizational structure, language, or skill set. While you
can remove group members individually on the Groups page, on the Users page you can remove
members in bulk or individually.
To remove users from QA groups on the Users page


Access the Users page in Zendesk
QA.
Select the users you want to remove from QA groups.
In the toolbar that appears at the bottom of the page, click Edit
details.
Select the groups to remove users from. Enter the beginning of a group's name
to autocomplete or select from the drop-down menu.

Click Save changes.



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