Observation: We have not identified a way to configure maximum deadlines for actions such as an agent disputing a review or for a review to be marked as "seen" by the agent.
Analysis: We actively searched for settings that would allow us to establish time-based rules for the QA process stages. The documentation explains how to perform disputes and how review time is measured, but it does not offer options to define and automate deadline controls for these actions. The absence of this functionality makes it difficult to manage internal Service Level Agreements (SLAs) for our QA process.
Request: Is it possible to configure deadlines for the review, feedback, and dispute stages in Zendesk QA? If not, is there a recommended workaround for managing these timelines?
I'm afraid that Zendesk QA does not currently provide built-in functionality to configure strict deadlines or automated timing controls for review, feedback, or dispute stages within its workflow which means you cannot natively set automatic due dates or enforce deadlines that trigger reminders, escalate overdue reviews, or lock stages after certain time periods. The QA workflow itself focuses on scorecard creation, review, and feedback without deadline enforcement.