Zendesk has announced a significant update that will streamline quality assurance management for customer experience teams across Australia and globally. Starting September 15, 2025, Zendesk QA's user and licence management will be transitioning to the centralised Zendesk Admin Center, marking another step towards seamless integration across the entire Zendesk product suite.
This change represents more than just a technical migration—it's a strategic move that will fundamentally improve how CX teams manage their quality assurance processes, user permissions, and operational workflows.
Understanding the Change: What's Moving to Admin Center
The integration involves transferring all Zendesk QA user and team management functions from the standalone Klaus interface to the unified Zendesk Admin Center. This means that customer experience managers will now have a single point of control for managing user access, permissions, and licences across their entire Zendesk ecosystem.
For teams still accessing QA through the legacy Klaus app link (kibbles.klausapp.com), this transition also includes migration to the full Zendesk QA experience, accessible directly through your company's Zendesk subdomain. This change eliminates the need to switch between different platforms and provides a more cohesive user experience.
Key Benefits for Customer Experience Teams
The consolidation of QA management into Admin Center offers several compelling advantages for CX teams:
- Unified User Management: Administrators can now manage all user roles and permissions from a single interface, reducing complexity and potential errors
- Streamlined Onboarding: New team members can be granted access to all necessary Zendesk products simultaneously, accelerating the onboarding process
- Enhanced Security: Centralised access control provides better oversight and security management across all Zendesk products
- Improved Workflow Integration: Teams can seamlessly switch between Support, QA, and other Zendesk products without multiple logins
Impact on Workforce Engagement Management (WEM)
This integration is particularly significant for organisations utilising Zendesk's Workforce Engagement Management portfolio. The move aligns with Zendesk's broader strategy to create a cohesive WEM experience, enabling customer experience teams to:
- Monitor service quality metrics alongside operational performance data
- Implement consistent quality standards across all customer touchpoints
- Leverage AI-powered insights for both quality assurance and workforce optimisation
- Create more effective coaching and training programmes based on integrated data
For Australian businesses managing large customer service operations, this integration means more efficient resource allocation and better visibility into team performance across all channels.
Preparing Your Team for the Transition
The rollout will occur gradually between September 15 and October 24, 2025. Here's what CX teams should expect and how to prepare:
For Current Users
Existing Zendesk users will experience a seamless transition, with their current permissions and access levels automatically migrated to the new system. However, it's important to:
- Review current user roles and permissions before the migration
- Identify any custom configurations that may need adjustment
- Prepare team members for the new interface and workflow changes
- Update any internal documentation or training materials
For New Users
Team members who don't currently have Zendesk accounts will receive account creation emails and will need to reset their passwords. This presents an excellent opportunity to establish proper access protocols from the start.
Maximising the Benefits: Strategic Considerations for CX Leaders
This transition offers CX leaders an opportunity to reassess and optimise their quality assurance processes. Consider these strategic approaches:
Workflow Optimisation
With unified access through Admin Center, teams can redesign their quality assurance workflows to be more efficient. This might include:
- Creating standardised quality review processes across all channels
- Implementing automated quality checks that integrate with other Zendesk features
- Developing comprehensive reporting that combines QA metrics with operational data
Training and Development
The integrated platform provides new opportunities for team development. CX managers can now create more comprehensive training programmes that encompass both quality standards and operational excellence.
Getting Expert Support for Your Transition
While Zendesk has designed this transition to be as smooth as possible, many organisations benefit from expert guidance to maximise the value of these changes. At Gravity CX, we specialise in Zendesk implementations and can help your team navigate this transition effectively.
Our Zendesk Admin as a Service (ZaaS™) offering provides ongoing support for exactly these types of platform updates, ensuring your team can focus on delivering exceptional customer experiences while we handle the technical complexities.
Looking Ahead: The Future of Integrated CX Management
This integration represents Zendesk's commitment to creating a truly unified customer experience platform. For Australian businesses, this means:
- Reduced operational complexity
- Better data integration and reporting capabilities
- More opportunities for AI-driven insights and automation
- Enhanced scalability for growing organisations
As customer expectations continue to evolve, having integrated tools that provide comprehensive visibility into service quality becomes increasingly important. This update positions CX teams to better meet these challenges.
Next Steps for Your Organisation
To prepare for this transition and ensure your team maximises the benefits:
- Audit Current Setup: Review your existing QA processes and user management structure
- Plan Training: Prepare your team for the new interface and workflows
- Consider Expert Support: Evaluate whether professional guidance could help optimise your transition
- Update Documentation: Revise internal processes and training materials
The move of Zendesk QA management to Admin Center represents a significant step forward in platform integration. By understanding the changes and preparing appropriately, CX teams can leverage this update to improve their operational efficiency and service quality.
If you're looking for expert guidance on navigating this transition or optimising your Zendesk setup, book a free consultation with Gravity CX. Our team of Zendesk specialists can help ensure your organisation makes the most of these exciting new capabilities.
