Creating and using templates for reviews in Zendesk QA

Templates help you save time recognizing your team’s achievements and structuring your feedback and coaching effectively.


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Create personal templates to streamline your review process and enhance coaching sessions. Use templates to structure feedback with sections like general observations, positive aspects, and areas for improvement. Implement templates for regular reviews and recognize team achievements with pre-set notes. Customize templates with emojis and text formatting to suit your needs.




Location: Zendesk QA > Settings > Templates

Templates help you save time recognizing your team’s achievements and structuring
your feedback and coaching effectively.
This article contains the following topics:

About Zendesk QA
templates
Creating Zendesk QA
templates

Related articles

Using Zendesk QA as a reviewer
Understanding coaching sessions
Using pinned notes to coach agents



About Zendesk QA templates

You can create templates to streamline the review process. Use templates with
talking points to prepare for your coaching sessions, ensuring a structured discussion and
providing support for the topics addressed. These templates are personal and accessible only
to you.
For example, you can create a template to standardize evaluation checklists.
Your template may include sections such as:

General observations
Positive aspects
Areas for improvement
Coaching opportunities


See Using Zendesk QA as a reviewer.
You can also implement coaching templates for monthly one-on-ones or quarterly
reviews, featuring the same predefined questions. This approach streamlines your
preparation, allowing more time for meaningful discussions. See Understanding coaching sessions.
Additionally, you can save time recognizing your team’s achievements by setting up
templates for pins. For example:

Well done! 100% is no easy thing to do, but you aced every
category.

See Using pinned notes to coach agents.



Creating Zendesk QA templates

To create a Zendesk QA template

In Quality assurance, click your profile icon in the top-right
corner.
Click Settings ( ).
Under Personal settings select Templates.
Click Create template.

Enter a Template name.
Select the location this template should be added to:
Reviews and disputes
Pins
Coaching


Enter the template content. You can add emojis and change the appearance of
text by clicking the emoji and text formatting icons.

Click Create template.