Viewing and managing your assigned conversations in Zendesk QA

Assignmentsin Zendesk Quality assurance (QA) are recurring tasks consisting of sets of conversations assigned to reviewers for evaluation based on specific criteria and predefined goals.


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Access assignment tasks to manage and evaluate conversations based on set criteria and goals. You can view tasks, filter and sort them, and get an overview of assignment details. If needed, reassign, replace, or remove conversations, with options varying by role. This flexibility helps you address team availability and maintain assignment goals effectively.


Assignments in Zendesk Quality assurance (QA) are
recurring tasks consisting of sets of conversations assigned to reviewers for evaluation based
on specific criteria and predefined goals.
At times, managers might need to redistribute assigned reviews to different users who are
absent or unavailable. Reviewers might also need to skip a conversation within an assignment
or proactively assist their team by taking on additional reviews.
This article describes how to access, reassign, replace, or remove assigned conversations in
Zendesk QA.
This article contains the following topics:

Viewing assignment tasks
Replacing conversations in an
assignment
Reassigning conversations in an
assignment
Removing conversations from an
assignment



Viewing assignment tasks

Assigned reviews are accessible from the Tasks panel.
Admins, workspace leads, managers, and reviewers can
view assignment tasks.
To view assignment tasks

In Quality assurance, click Tasks
in the sidebar.
Expand one of the following options:

Your assignments: View a list of your assignments.

Other assignments: View a list of all other assignments if you are
an admin, workspace lead, or manager.


Click an assignment to open the list of conversations assigned by it. For
each assignment you can view the following details:


Time left: Remaining time to complete the assignment.

Goal: Total assignment goal.

Your goal: Your individual goal when reviewing a specified number
of conversations from a shared pool.

When using the
Zendesk QA browser extension to access a
conversation, the name and goal of the assignment is only displayed when navigating
directly from the assignments view.




(Optional) Filter or sort the assignments.
To filter by reviewee, click All reviewees (default). Other options are:
All reviewers except me and individual users who are being reviewed.
To filter by assignment task status, click To do (default). Other options
are: Draft, Done, Removed.
To sort the list, click Random (default). Other options are: Newest,
Oldest, Recently updated, Recently replied, Most
replies, and Least replies.

Filters and sorting selections are applied to the list immediately.

(Optional) For an overview of the assignment task, click the information icon ( ) above the conversation list. This is also a
shortcut for editing an assignment.





Replacing conversations in an assignment

If the replacing conversations setting is turned on,
reviewers can skip the provided conversation and select a different one to review from the
list that matches the filter.


Note: Replacing a conversation may impact the goal for the current assignment cycle. If a
replacement is not found, reviewers are asked to either keep the conversation or remove
it, which reduces the goal by one.

To replace a conversation


Open the list of assignment
tasks.
Click an assignment conversation to open it.
Click Feedback on the navigation bar on the right side.
Click the options menu ( ) next to the review and select Replace
conversation.

Enter the reason for replacing or removing the conversation.
Click Replace.




Reassigning conversations in an assignment

Reviewers can reassign conversations from other reviewers to themselves, but they
cannot reassign their own assigned conversations to other users. Workspace managers, leads,
and admins can also reassign conversations to other users.
To reassign a conversation


Open the list of assignment
tasks.
Click an assignment conversation to open it.
Click Feedback on the navigation bar on the right side.
Click the options menu ( ) next to the review and select one of the following
options:
Reassign conversation to me
Reassign to other user



(Optional) If you're reassigning a conversation to another user, select a new reviewer
from the dropdown list.
Click Reassign.




Removing conversations from an assignment

If the replacing conversations setting is turned on,
reviewers can remove a conversation from the pool. This option is available only to
workspace managers, leads, and admins.

Note: Removing a conversation may impact the goal for the current assignment
cycle.
To remove a conversation


Open the list of assignment
tasks.
Click an assignment conversation to open it.
Click Feedback on the navigation bar on the right side.
Click the options menu ( ) next to the review and select Remove
conversation.

Enter the reason for removing the conversation.
Click Remove.