Plan requirement
| Subscription | Any plan |
| Also required | Quality Assurance or Workforce Engagement Management |
| Access | Admin |
The general settings inside one Zendesk QA workspace: unbiased grading, self-reviews, the default reviewee, and who may change them.
Where they are
In Quality Assurance, click your profile icon in the top right and select Users, bots, and workspaces. Under Workspaces, click the workspace you want and open General.
Admins and workspace managers can change them; other roles see the workspace but not this screen. They apply to everybody in that workspace and to no other workspace, which is what makes them useful: one team can review differently from another.
The settings
| Workspace name and colour | The name and the colour it is shown in. Worth keeping recognisable if you run several. |
| Unbiased grading | When it is on, reviewers cannot see reviews left by other reviewers, AutoQA included, in either the Activity view or the Conversations view. Their score is their own rather than an echo of the first one. |
| Self-reviews | Lets agents review their own conversations. Reviewers and leads can also assign self-reviews. |
| Default reviewee | Who feedback goes to by default: Most active agent, the one who sent the most replies, or Assignee, the one the conversation is assigned to. The two differ on any ticket that passed through several hands. |
| Delete workspace | Removes the workspace and all its data. It cannot be undone. |
Unbiased grading, and what it is not
It changes what reviewers see. It says nothing about what agents see, and it does not hide reviewer names. Anonymising reviewers is a separate, account-wide setting, so the two are easy to confuse and impossible to substitute for each other.
It also has one exception, which matters before you rely on it: during self-reviews, AutoQA stays visible to reviewers in the Conversations view even with unbiased grading on. So the setting covers reviewer opinion thoroughly and the automated score not quite completely.
Self-reviews are worth switching on
An agent who has scored their own conversation before the reviewer does arrives at the discussion having thought about the same questions. It costs a few minutes and changes the tone of the conversation.
Default reviewee
On a ticket handled by one person the choice makes no difference. On an escalated ticket it decides whether the feedback lands with the agent who did most of the work or with whoever happened to close it.
Disputes are not a workspace setting, and there is no switch for them. Reviewers and agents can dispute reviews of their own; admins, workspace managers and leads can dispute any review.
Changes affect everybody
A setting changed mid-quarter changes how that quarter reads. Announce anything that affects what people see or how they are scored.
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