Setting up assignments in Zendesk QA

Assignments in QA help you manage and review support interactions by setting up recurring tasks for reviewers. You can create assignments, configure reviewers and reviewees, set conditions, and define goals. This feature allows you to tailor the review process to your needs, ensuring quality assurance and performance tracking. You can also convert conversation views into assignments for streamlined management.


Assignments in Zendesk Quality Assurance (QA) can help you manage and review customer
support interactions. These recurring tasks consist of sets of conversations assigned to
reviewers for evaluation based on specific criteria and predefined goals.
This article contains the following topics:

Creating assignments
Creating an assignment based on a
conversation view filter

Related articles

Editing and updating workspace assignment status in Zendesk
QA
Viewing and managing your assigned conversations in Zendesk
QA
Accessing and viewing the Assignments dashboard in Zendesk QA



Creating assignments

Admins, workspace managers, and leads can set up assignments. See Understanding roles and permissions in Zendesk QA.
To add a QA assignment

In Quality assurance, click your profile icon in the top-right
corner, then select Users, bots, and workspaces.
Choose your workspace, then click Assignments.
Click Create assignment.
On the General tab, enter an Assignment name.
Under Cycle settings, select how frequently the assignment cycle Repeats:
Never, Daily, Weekly, Bi-weekly, or
Monthly.
Note: When the new cycle begins, Zendesk QA fetches all applicable
conversations and then doesn't fetch or refresh the conversations again until the next
cycle.

Select a custom Start date and time. For monthly assignments, also specify
whether you want it to start on the same day every month or on specific dates (for
example, the first day of the month or every fourth Thursday).

Select the Timezone.
Configure the assignment's reviewers and
reviewees.
Configure the assignment's conditions.
Configure the assignment's goal.
Click Create assignment.


Tip: If you need to update an assignment mid-cycle, you can do so without losing
the cycle's progress. All given reviews will still count towards the goal of the
assignment.


Configuring assignment reviewers and reviewees

Use the Reviewers and reviewees tab to select the reviewers and reviewees for
the assignment. When selecting who will review conversations, you can select all workspace
users (except agents), a group or selection of groups, a user, or a selection of
users.
You can also exclude users from reviewing conversations.

To configure an assignment's reviewers and reviewees

Create a new assignment or
edit an existing assignment.
Click the Reviewers and reviewees tab.
Under Reviewers, select one of the following options:

Most active agent: (Default) The user who sent the most public
messages.

Participant: A user who left either a public reply or an
internal note in a conversation.

Assignee: The owner of the help desk ticket.


(Optional) If necessary, under Excluded reviewers, select users who shouldn't
be reviewers for the assignment.
Under Reviewees, select who is being reviewed: Bots or
Agents.

Under Who will be reviewed, select which users or bots should be
reviewed.
(Optional) If necessary, under Exclude reviewees, select users who shouldn't
be reviewed for the assignment.
If reviewing users, under Which types of users should be selected as
reviewees, select Workspace default, Most active agent (default),
Participant, or Assignee.





Configuring the conditions for the assignment

An assignment's conditions describe characteristics a conversation must have to be
assigned to a reviewer by the assignment. For example, the conversations you want reviewed
under the terms of an assignment might be summarized as "conversations with more than
three replies from the previous 30 days."
Assignment conditions in Zendesk QA are the same as the conversation filter types.

Tip: To prevent previously reviewed tickets from being offered for review
again, add the following assignment condition: Review status | is | not
reviewed.

To configure the assignment's conditions

Create a new assignment or
edit an existing assignment.
Click the Conditions tab.

Under Date, Conversation, or Help desk, click the add icon to
add at least one condition to the assignment. For Conversation conditions, you can
search for conditions by name or click the Show all conditions toggle to the
on position.






Configuring the assignment goal

The assignment goal is highly configurable. If you already have a QA approach, you can
reflect the current process in these settings.

To configure the assignment goal

Create a new assignment or
edit an existing assignment.
Click the Goal tab.
Under Assignment approach, select Reviewers can choose conversations from
the shared pool or Reviewers are assigned conversations from the shared
pool.
Under Review goal, select one of the three options:

Reviewers must collectively review a set number of conversations: Set an
exact number or a percentage of conversations reviewers need to cover.

Each reviewer must do a set number of reviews: Specify the individual
goal for each reviewer.

Each reviewee must have a minimum number of their total conversations
reviewed: Define the reviewee-based objective by setting a specific number
or percentage of conversations that must be rated for each reviewee.


(Optional) Under Advanced settings, you can configure the following settings
by clicking the toggles to the on position:


Specify minimum reviews for each reviewee: Turn this option on to ensure
that a minimum number of reviews per reviewee are covered.

Allow reviewers to be assigned their own conversations for review: Turn
this option on to allow your reviewers to do self-reviews.

Note: The agent role does not have access to assignments.



Allow replacing conversations (Reviewer and above): In some cases,
reviewers might want to skip a conversation in an assignment. Turn this option on
if you want reviewers to be able to choose a different conversation to review
instead of the one provided from the list.








Creating an assignment based on a conversation view filter

Another way to create an assignment is from a conversation filter.

To turn a conversation view into an assignment
In Quality assurance, click Conversations
in the sidebar.
Click Public filters or Private filters to display a list of your public
or private filters.
Next to the filter you want to turn into an assignment, click the options menu ( ) and select Edit.
At the bottom of the page, click Turn into an assignment.