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Understanding roles and permissions helps you manage access levels for team members, ensuring security and efficiency. Admins can update roles, while agents have workspace-specific permissions. Roles like Manager, Lead, Reviewer, and Agent define what team members can do, such as managing reviews, quizzes, and disputes.
Ensuring that team members have the appropriate access levels maintains efficiency and security within your customer support team. A user's role determines their level of permissions.
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About roles and permissions in Zendesk QA
Your Zendesk Support team members are automatically added to Zendesk QA when this add-on is enabled for your account.
Zendesk Support admins can update roles and permissions, including adding other admins.
The correspondence between roles in Zendesk Support and their assigned permissions in Zendesk QA is as follows:
| Zendesk Support role | Zendesk QA account permission | Zendesk QA workspace permission | Description |
| Admin, Account owner | Admin | Manager (workspace) | An Admin in Zendesk also has the Admin account permission in Zendesk QA, and is assigned the Manager (workspace) permission.
Admins in Zendesk QA can view and manage all account settings. Managers (workspace) can view all reviews and manage all workspace settings. |
| Agent | User | Agent (workspace) | Has workspace-specific permissions and can view and edit data within their assigned workspaces only. |
| Account Manager | Manager (workspace) | The Account Manager role is equivalent to the Admin role. Users with the Account Manager permission can update roles and permissions in Zendesk QA. Additionally, the Account Manager permission allows users to view all content and manage personal and workspace settings in Zendesk QA. | |
| System custom agent roles in Zendesk: Advisor, Staff, and Team Lead | User | Agent (workspace) | Has workspace-specific permissions and can view and edit data within their assigned workspaces only. |
| Light Agent and Contributor roles in Zendesk | Can’t access Zendesk QA |
Workspace roles and permissions
Workspace permissions apply only within a specific workspace. Team members are assigned to workspaces and can have different permissions in different workspaces.
You select a permission when you assign a user to a workspace.
The following workspace permissions can be assigned:
| Workspace permission | Description |
| Manager | Can view all reviews and manage all workspace settings. |
| Lead | Can view everything in the workspace and manage quizzes, assignments, groups, disputes, and calibration sessions. Cannot edit other workspace settings or scorecards. |
| Reviewer | Can view all reviews but cannot edit workspace settings. Can perform peer reviews. |
| Agent | Can view their own conversations, reply to feedback, and view their customer satisfaction (CSAT) ratings. They have access to their own dashboard and can perform self-reviews, if enabled. |
Permissions by feature
Different features in Zendesk QA have specific permissions associated with them:
| Feature | Role | Permissions |
| Calibration |
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| Coaching |
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Note: Currently, these roles cannot create new coaching sessions for other users. |
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| Quizzes |
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| Disputes |
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| Pins |
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| Dashboards |
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| Groups |
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| Scorecards |
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