Managing workspace members

Who is reviewed and who reviews; keeping it current stops the reporting quietly lying. The role is per workspace, so it can differ from one to the next.

Who is reviewed and who reviews; keeping it current stops the reporting quietly lying. The role is per workspace, so it can differ from one to the next.

Manage them

1. In Quality Assurance, click your profile icon and select Users, bots, and workspaces. Open the workspace and click Members, or work from the Users page, which does the same job across workspaces.
2. Click Add members, select the people and confirm with Add members. To take somebody out, hover over their name and click the X, or select several and use Remove members.
3. Set what they may do: click the role in the Workspace permissions column, or select several people and use Edit permissions, then Save changes. The four roles are Manager, Lead, Reviewer and Agent.
4. Check the assignment rules still cover everybody.

The role here is per workspace, so the same person can be a reviewer in one and reviewed in another. That is the point of workspaces, and it is also the thing that quietly goes wrong when somebody changes team.

Somebody left out gets no reviews

Somebody given a Zendesk QA role in Admin Center lands in the account's default workspace automatically, and cannot be taken out of it. So the risk is not that a new agent belongs to no workspace; it is that they are not in the one your reviewers work in. Nothing flags that, and they notice after three months that colleagues get feedback and they do not.

Add this to whatever list covers a new starter's access.

Somebody who left skews the average

A former agent still in the workspace keeps their historical scores in the team average. Remove them so the current number describes the current team.

Reviewers need to be few and trained

Two or three per workspace. More than that and consistency falls apart, because each reviewer brings their own reading of the scorecard.

Calibration is what keeps them together, and it only works with a small group.

Reviewing your own team

A team lead reviewing their own people is normal and it mixes coaching with line management. Where that is uncomfortable, cross-reviewing between teams works well, provided the scorecard is the same.

Check after any reorganisation

People move teams in Support and stay in the old workspace here. Then they are reviewed against a standard for work they no longer do.

See also

• Creating and using groups
• What a workspace is in Zendesk QA
• Managing users in Zendesk QA