Using pinned notes to coach agents

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<p id="docs-ai-summary-content">Use pinned notes to enhance coaching by marking conversations for future discussions. Pin conversations to highlight trends or topics for one-on-one sessions. Add private comments or tag team members for visibility. Access all pinned notes under Coaching, and view agent-specific pins on their performance panel. This feature helps you prepare effectively for coaching sessions and track important conversation insights.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Coaching &gt; Pins</div>
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<p class="p" dir="ltr">Reviewers can pin and add notes to conversations in preparation for their coaching
sessions. </p>
<p class="p" dir="ltr">Pin conversations whenever you spot trends or topics you want to discuss in your
next one on one sessions. You can also come back to these notes later and use them in your
coaching session with the agent.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_pb2_ky3_vdc">
<li class="li" dir="ltr"><a class="xref" href="#topic_e5x_krs_ydc">Adding notes with pins</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ckw_rrs_ydc">Accessing pinned notes</a></li>
</ul>
<p class="p" dir="ltr">Related articles:</p>
<ul class="ul" id="topic-1__ul_tlq_jvp_vdc">
<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>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_e5x_krs_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Adding notes with pins</h2>
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<p class="p" dir="ltr"><strong class="ph b">To pin a conversation with notes</strong></p>
<ol class="ol" id="topic_e5x_krs_ydc__ol_rb2_ky3_vdc">
<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 <strong class="ph b">Conversations</strong>
<img class="image" id="topic_e5x_krs_ydc__d8e78" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_conversations_icon.png" width="22"> in the sidebar.</span></li>
<li class="li" dir="ltr">Open the conversation.</li>
<li class="li" dir="ltr">
<span class="ph">Click the <strong class="ph b">Pin conversation</strong> icon (<img class="image" height="20" id="topic_e5x_krs_ydc__d8e143" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_pin_icon.png" width="21">) in the top bar.</span><p class="p"><img class="image" id="topic_e5x_krs_ydc__image_gr2_k1j_vdc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_7043759543194_1.png" width="600"></p>
</li>
<li class="li" dir="ltr">Select a user to pin the note under.</li>
<li class="li" dir="ltr">Enter your comments. By default, your pins are private and only you can see
them. However, you can @mention team members on your pin who will then be able to see (but
not edit) them in their own pin board. <p class="p" dir="ltr">You can also use a template. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">Creating and using templates in Zendesk QA</a>. </p>
</li>
<li class="li">Click <strong class="ph b">Pin conversation</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ckw_rrs_ydc">
<h2 class="title topictitle2" id="ariaid-title3">Accessing pinned notes</h2>
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<p class="p" dir="ltr">You can view all your pinned notes under Coaching.</p>
<p class="p" dir="ltr"><strong class="ph b">To access your pinned notes</strong>.</p>
<ol class="ol" id="topic_ckw_rrs_ydc__ol_wb2_ky3_vdc">
<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 <img class="image" id="topic_ckw_rrs_ydc__d8e63" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_coaching_icon.png" width="22">
<strong class="ph b">Coaching</strong> in the sidebar.</span></li>
<li class="li" dir="ltr">
<span class="ph">Click <strong class="ph b">Pins</strong> (<img class="image" height="20" id="topic_ckw_rrs_ydc__d8e152" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_pin_icon.png" width="21">).</span>
Your list of pins is displayed. </li>
<li class="li" dir="ltr">Click a pinned conversation to open it.</li>
<li class="li" dir="ltr">(Optional) You can create a new pin by clicking <strong class="ph b">+ Pin</strong>.<p class="p" dir="ltr"><img class="image" id="topic_ckw_rrs_ydc__image_evb_rz3_vdc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/zqa_pins_list.png" width="600"></p>
</li>
</ol>
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<div class="note tip">
<span class="tiptitle">Tip:</span> You can view all pins created for each agent on their performance panel
under Sessions. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747156506" target="_blank">Understanding coaching sessions</a>. </div>
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