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Change who reviews disputes

By default, one reviewer and one backup cover everyone. You can give different Zendesk groups their own reviewers, for example a core team and an outsourced team.

Change the default reviewers

  1. Open Dispute's Home tab and click ⚙️ Team settings.
  2. Under Reviewers, click Change next to Everyone.
  3. Pick the reviewer and backup, and save.

Give a group its own reviewers

  1. Under Reviewers, click Add reviewers for a group.
  2. Pick the Zendesk group, then the reviewer and backup.
  3. Save.

Disputes go to the reviewers for the ticket's Zendesk group. Tickets in any other group go to the default reviewers, shown as All other groups. To change or remove a group, use its ⋯ menu.

Good to know

  • Nobody reviews their own dispute. If a reviewer disputes a rating, their backup reviews it, or the default reviewer if there's no backup.
  • Changes apply to new disputes. Disputes already waiting stay with the reviewer and backup they were sent to.
  • Removing a group sends its disputes back to the default reviewers.

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