Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
A separate product reading your conversations. Knowing where each thing lives saves the usual hunting.
How they connect
Quality Assurance reads tickets and conversations from Support and adds reviewing on top. Nothing changes for agents handling work; the reviewing happens alongside.
Where things live
| Tickets and channels | Support |
| Agents, roles, groups | Admin Center |
| Quality Assurance roles | Admin Center, on the team member page |
| Workspace permissions | Quality Assurance |
| Workspaces and scorecards | Quality Assurance |
| Reviews and feedback | Quality Assurance |
| Ticket reporting | Explore |
| Quality reporting | Quality Assurance |
Workspaces are not groups
Support groups route tickets. Workspaces here decide which conversations are reviewed, by whom, against which scorecard. They often mirror groups and they are maintained separately.
The groups themselves do cross over: a group made in Support syncs into Quality Assurance on its own, private ticket groups excepted, and never the other way round. So the groups here are largely your Support structure, and the workspaces are the part you build yourself.
Two sets of numbers
Explore measures volume and time; this measures quality. They answer different questions and will not reconcile, which is expected rather than a problem.
Reviews do not touch the ticket
A reviewed conversation is unchanged in Support. Agents see feedback here, not on the ticket, which is worth saying because people look for it there.
Access is separate
Being an admin in Support does not make somebody a reviewer here. That is deliberate: seeing reviews of colleagues is a different kind of access.
It comes in two levels, and they are set in two places. The account role sits on the team member page in Admin Center, alongside the Support and Explore roles, and covers Admin, Agent, Reviewer, Workspace lead, Workspace manager and Connected user. Permissions within a single workspace are set inside Quality Assurance itself, as Manager, Lead, Reviewer or Agent.
So somebody can be a reviewer in one workspace and only see their own conversations in another, and the answer to "why can they not see this" is often the level you are not looking at.
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