Managing users in Zendesk QA

Adding and removing people, and the two separate lists that drift apart if nobody checks them: the role lives in Admin Center, the workspaces here.

Adding and removing people, and the two separate lists that drift apart if nobody checks them: the role lives in Admin Center, the workspaces here.

Manage them

1. Set the role in Admin Center. The Quality Assurance role is a product role on the team member, and it is not editable inside Quality Assurance.
2. In Quality Assurance, click your profile icon and select Users, bots, and workspaces, then Users in the side menu.
3. Select the person, click Edit details, choose the workspaces and groups they belong to, and click Save changes.
4. Take leavers out of the workspaces the same way.

Giving somebody a Quality Assurance role in Admin Center puts them in the account's default workspace, and they cannot be taken out of that one. The other workspaces are yours to manage.

Two lists, maintained separately

The role lives in Admin Center; the workspaces live here. Neither one keeps the other tidy, so somebody can hold a role and sit in no useful workspace, or sit in a workspace long after they stopped needing one.

That drift is the source of most reporting oddities in this product.

New starters

Add them here as part of onboarding. An agent who is not in a workspace receives no reviews at all, and they usually notice long after it should have been fixed.

Leavers

Remove them, or their historical scores keep affecting team averages. Their past reviews remain as a record; it is their presence in the current team that distorts.

Role changes

Somebody becoming a team lead usually becomes a reviewer here. That is the Admin Center half; the workspace they review in is the half on this page. Both belong in the same task, or they are reviewing without permission or permitted without knowing.

Check it quarterly

Compare this list against your actual team. Ten minutes, alongside your other access reviews, and it finds the same category of thing every time.

It is not about seats

The add-on is bought for every agent in the account, so taking somebody out here frees no capacity and changes no bill. Keep this list current for the reviews and the dashboards, which read from it, and handle cost through your agent count.

See also

• Managing workspace members
• Roles and permissions in Zendesk QA
• Removing or replacing a team member