Using Zendesk QA as an agent

Access QA to review feedback on your work, manage disputes, and update personal settings. Check your activity page for ratings and comments. If you disagree with a rating, you can dispute it. Customize your settings for a personalized experience. Use dashboards to track performance, customer satisfaction, and review ratings, helping you identify strengths and areas for improvement.


As an agent, you can access Zendesk QA to view feedback on your work, including
ratings and comments left on your conversations, and to confirm that you have reviewed the
feedback.
This article contains the following topics:

Checking your activity
Managing disputes
Updating personal
settings
Using the Dashboard

Related articles

Using the Conversations view



Checking your activity

When you first sign in to Zendesk QA, you land on the Activity page.
Here, you can view all feedback left for you, including comments, ratings, and
disputes.
Icons next to the conversation subject indicate whether the conversation has an
overall positive or negative rating, and whether it includes a comment.

On this page, you can also view survey feedback (CSAT) and reactions to reviews
or replies.
To access your received reviews and comments

In Quality assurance, click Activity
in the sidebar.
Under Received, click Reviews to access your reviewed conversations. Reviews may
apply to the entire conversation or to a specific message. Click the message to view its
score and ratings.
(Optional) Click Comments to view the comments you have received.




Managing disputes

If you disagree with the rating scores, you can suggest a new rating for a
category, though this is optional. You can also leave a comment for the reviewer—this is
required when submitting a dispute. Your dispute can be sent back to the initial reviewer or
escalated to someone else, such as a Workspace manager. See Disputing a review.



Updating personal settings

Your personal settings help you customize your Zendesk QA experience. You can
view or update settings such as your week's start day, the number of conversations you aim
to review each day, week, or month, and how often you want to receive feedback
notifications. See Viewing and updating personal settings in Zendesk
QA.



Using the Dashboard

Use dashboards to gain a comprehensive understanding of your overall personal
performance. Dashboards provide visual summaries of key metrics, such as customer
satisfaction scores and review ratings, allowing you to track your progress, identify
strengths, and pinpoint areas for improvement. Regularly reviewing your dashboard helps you
stay informed, set goals, and continuously enhance your support skills.

You can access your:

Reviews dashboard
Surveys dashboard
Disputes dashboard
Categories dashboard