Can I change the default workspace of my agents

The default workspace is one account-wide setting, not a per-person one. That changes what you can do about where somebody is reviewed.

The default workspace is one account-wide setting, not a per-person one. That changes what you can do about where somebody is reviewed.

What can you change about the default workspace?

There is a single default workspace for the whole account. An admin chooses it in the account's General settings, and from then on every new user is assigned to it when their Zendesk QA role is set in Admin Center.

Two things follow. Changing that setting moves nobody who is already there; it only redirects the people who arrive next. And users cannot be removed from the default workspace at all, where every other workspace membership can be ended.

So membership of the default is not a lever you have. Adding somebody to a second workspace is.

How do you move somebody to another workspace?

Add them to the workspace you want them reviewed in and let that workspace's assignments pick up their conversations. Check that those assignment rules do select them, because if they do not, the person quietly stops being reviewed and that takes months to notice.

The scorecard they are judged against changes with the move. Reviews from the old workspace were scored against different questions, so the history stays but comparing it with new scores compares two standards; note the move on any reporting that spans it. Tell the person and both leads, because somebody who discovers this through an unexpectedly low score will assume the bar was raised on them.

If they do the same work as before, a group inside one workspace is usually what was wanted: one scorecard, one comparable set of scores.

See also

• Changing the default workspace
• Managing workspace members
• Creating and using groups