Managing workspace general settings in Zendesk QA

Admins and workspace managers can customize workspace settings by editing names, colors, and general settings. You can enable unbiased grading to hide other reviewers’ feedback, allow agents to review their own conversations, and set a default reviewee to direct feedback. Remember, deleting a workspace removes all data and cannot be undone.




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

Admins and workspace managers can set up and edit the workspace’s name and representative
color. They can also configure other workspace’s general settings, including activating
unbiased grading to hide other reviewers’ feedback, allowing agents to review their own
conversations, setting a default reviewee for direct feedback, and deleting a workspace.
To manage a workspace’s general settings

In Quality assurance, click your profile icon in the top-right
corner, then select Users, bots, and workspaces.
Under Workspaces, click the name of the workspace you want to edit, then
click General.

Configure the following workspace settings:

Unbiased grading. When this option is selected, users with
the reviewer role can't see reviews
left by other reviewers, including AutoQA, in both the Activity and the Conversations view. Otherwise,
AutoQA is visible under Activity.

Self-reviews. When this option is selected, agents can
review their own conversations.
Reviewers, leads, and workspace managers can also use assignments to perform
self-reviews. Agents can see the AutoQA scores for their own tickets. AutoQA
remains visible to reviewers in the Conversations view when submitting
self-reviews, even if the Unbiased grading option is selected. When the
Self-reviews option isn't selected, AutoQA is not visible in the
Conversations view.

Default reviewee. Selecting a default reviewee ensures
feedback is directed to the most appropriate agent. Options include:

Most active agent: The agent who sent the most
replies in a conversation.

Assignee: The agent assigned to the
conversation.