Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
Who can review, who can see reviews of whom. The access decision that shapes whether this feels fair.
Two levels, not one list
Access in Zendesk QA is set in two places, and confusing them is the usual reason somebody has less than you meant to give them.
Account level, in Admin Center
Product access and the person's Zendesk QA role are both set here: Admin, Agent, Reviewer, Workspace lead, Workspace manager or Connected user. That role governs the default workspace. Anything beyond it is set on the Zendesk QA side, per workspace.
Workspace permissions
Within a workspace, a person is one of four:
- Agent. Sees their own conversations, replies to feedback, sees their own satisfaction ratings and their own dashboard, and can review themselves where that is allowed.
- Reviewer. Sees all reviews in the workspace and can review peers, but cannot change the workspace's settings.
- Lead. Sees everything in the workspace and runs quizzes, assignments, groups, disputes and calibration sessions. Cannot edit the other workspace settings, and cannot touch scorecards.
- Manager. Sees all reviews and manages every setting in the workspace, scorecards included.
These apply per workspace, so the same person can be a Manager in one and an Agent in another. That is the mechanism behind everything below.
One thing that does not bend: nobody can be removed from the default workspace.
What each role can do, per feature
Zendesk publishes this per feature. The roles below are the Zendesk QA roles, not the Support ones.
| Feature | Who | What they can do |
| Calibration | Admin, workspace manager, lead | Create calibration sessions. A reviewer can take part but not create one. |
| Coaching | Admin, workspace manager, lead, reviewer | Create coaching sessions. All members can open one. |
| Dashboards | Admin | All data from all workspaces. A reviewer sees the data where they are the reviewer; an agent sees only their own workspaces. |
| Disputes | Admin, workspace manager, lead | Create disputes. Reviewees, usually agents, can create one where the workspace setting allows it. A dispute escalates to a workspace manager or lead, or goes back to the original reviewer. |
| Groups | Admin | Create, edit and delete Zendesk QA groups. A workspace manager or lead can do the same for their own workspaces. |
| Pins | All users | Add pins. |
| Quizzes | Admin | Create quizzes, work on drafts, and delete or archive any quiz. A workspace manager or lead can create one; members of the workspace where it was made can take it. |
| Reviews | All roles | See reviews they received, and edit or delete their own self-reviews. Admin, workspace manager, lead and reviewer see reviews of others and can review any conversation. Only admin, workspace manager and lead can edit or delete somebody else's review. |
| Zendesk QA reviewer evaluations | Admin, lead | Set up reviewer evaluation assignments. A workspace manager or lead evaluates reviewers. |
| Scorecards | Admin | Create, edit and delete scorecards, categories and root causes. |
Agents must see their own reviews
All of them, with the reasoning. A quality programme where people are scored and not shown the scores is not a quality programme; it is an assessment they cannot learn from.
This is the setting to get right before anything else.
Reviewers should not see everything
Scope them to their workspace. There is no operational reason for a reviewer to read reviews of another team, and it makes the whole thing feel like surveillance.
Whether agents see each other's
A real decision. Open reviews can build a shared sense of what good looks like; they can also become a comparison people resent.
Ask the team. If they would find it uncomfortable, that answer is the right one.
Self-review is worth allowing
An agent reviewing their own conversation before a reviewer does produces better conversations than either alone, and it puts them in the same frame as the person reviewing them.
Keep administrators few
Scorecards define the standard, and changing one changes everybody's scores. Two or three people.
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