Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
A workspace groups the people reviewed together, with their own scorecard and reviewers. The main structural decision here.
What a workspace holds
| Members | The people being reviewed, and the reviewers. |
| General settings | Unbiased grading, self-reviews, the default reviewee. |
| Hashtags | Your own labels for marking conversations. |
| Thresholds | What counts as passing here. |
| Assignments | What gets reviewed, by whom and how often. |
| Calibration | Sessions where reviewers score the same conversation. |
Every account has one default workspace. New users land in it automatically, it cannot be deleted, and people can belong to more than one workspace at a time. Admins create workspaces and manage all of them; a workspace manager configures only the ones they manage.
Split where the standard genuinely differs
A phone team and an email team are judged on different things: tone on a call, structure in writing. That is a real reason for two workspaces.
Two teams doing the same work under different managers is not; that is one workspace.
There is a second real reason, and it is easy to miss: two kinds of review on the same people. Peer review alongside manager review, or self-review alongside manager review, or a reactive round alongside a proactive one, each needs its own workspace.
Why fewer is better
Each workspace is a scorecard to maintain, reviewers to train, and a set of results that cannot be compared with the others. Three workspaces means three standards drifting apart.
Scores do not compare across workspaces
Different scorecards, different reviewers, different standards. Putting two workspace averages side by side and drawing a conclusion is the most common misuse of this product.
Start with one
One team, one scorecard, for a quarter. You will learn what your standard is, and that learning transfers to every workspace you add afterwards.
The default workspace is a one-way door
Check this before you design the structure. A user is assigned to the account's default workspace when their Zendesk QA role is set in Admin Center, and users cannot be removed from the default workspace. Every other workspace membership can be removed; that one cannot.
So the default is not a holding pen you tidy up later. Choose it as something people can stay in harmlessly.
Which workspace holds that role is itself a setting: an admin picks it in the account's General settings, and changing it only redirects the people who arrive afterwards.
Not the same as a Support group
The groups themselves cross over: a group made in Support syncs into Quality Assurance on its own, private ticket groups excepted. Workspaces do not. They often mirror your groups and they are maintained separately, so somebody moving team in Support does not move workspace here.
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