Creating and using templates for reviews in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">Templates help you save time recognizing your team’s achievements and structuring your feedback and coaching effectively.</p>
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<p id="docs-ai-summary-content">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.</p>
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<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Templates</div>
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<p class="p" dir="ltr">Templates help you save time recognizing your team’s achievements and structuring
your feedback and coaching effectively. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_rxb_y4n_5dc">
<li class="li" dir="ltr"><a class="xref" href="#topic_alc_dpn_5dc">About Zendesk QA
templates</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_qsw_npn_5dc">Creating Zendesk QA
templates</a></li>
</ul>
<p class="p" dir="ltr"><strong class="ph b">Related articles</strong></p>
<ul class="ul" id="topic-1__ul_lkp_1pn_5dc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418" target="_blank">Using Zendesk QA as a reviewer</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">Understanding coaching sessions</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194" target="_blank">Using pinned notes to coach agents</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_alc_dpn_5dc">
<h2 class="title topictitle2" id="ariaid-title2">About Zendesk QA templates</h2>
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<p class="p" dir="ltr">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.</p>
<p class="p" dir="ltr">For example, you can create a template to standardize evaluation checklists. </p>
<p class="p" dir="ltr">Your template may include sections such as:</p>
<ul class="ul" id="topic_alc_dpn_5dc__ul_azs_2pn_5dc">
<li class="li" dir="ltr">General observations</li>
<li class="li" dir="ltr">Positive aspects</li>
<li class="li" dir="ltr">Areas for improvement</li>
<li class="li" dir="ltr">Coaching opportunities</li>
</ul>
<p class="p"><img class="image" id="topic_alc_dpn_5dc__image_cbm_hpn_5dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_conversation_reviews_templates.png" width="300"></p>
<p class="p" dir="ltr">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669307418" target="_blank">Using Zendesk QA as a reviewer</a>.</p>
<p class="p" dir="ltr">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">Understanding coaching sessions</a>.</p>
<p class="p">Additionally, you can save time recognizing your team’s achievements by setting up
templates for pins. For example:</p>
<ul class="ul" id="topic_alc_dpn_5dc__ul_swb_npn_5dc">
<li class="li" dir="ltr"><em class="ph i">Well done! 100% is no easy thing to do, but you aced every
category.</em></li>
</ul>
<p class="p" dir="ltr">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194" target="_blank">Using pinned notes to coach agents</a>.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qsw_npn_5dc">
<h2 class="title topictitle2" id="ariaid-title3">Creating Zendesk QA templates</h2>
<div class="body">
<p class="p" dir="ltr"><strong class="ph b">To create a Zendesk QA template</strong></p>
<ol class="ol" id="topic_qsw_npn_5dc__ol_rlj_qpn_5dc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong> (<img class="image" height="17" id="topic_qsw_npn_5dc__d8e159" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings.png" width="20">).</span></li>
<li class="li" dir="ltr">Under Personal settings select <strong class="ph b">Templates</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Create template</strong>.<p class="p" dir="ltr"><img class="image" id="topic_qsw_npn_5dc__image_kfs_ypn_5dc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_settings_personal_templates.png" width="800"></p>
</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Template name</strong>.</li>
<li class="li" dir="ltr">Select the location this template should be added to:<ul class="ul" id="topic_qsw_npn_5dc__ul_zyt_s43_qhc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760283546" target="_blank">Reviews and disputes</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759543194#topic_ckw_rrs_ydc" target="_blank">Pins</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">Coaching</a></li>
</ul>
</li>
<li class="li" dir="ltr">Enter the template content.<p class="p">You can add emojis and change the appearance of
text by clicking the emoji and text formatting icons.</p>
</li>
<li class="li">Click <strong class="ph b">Create template</strong>.</li>
</ol>
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