Using pinned notes to coach agents

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.






Location: Zendesk QA > Coaching > Pins

Reviewers can pin and add notes to conversations in preparation for their coaching
sessions.
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.
This article contains the following topics:

Adding notes with pins
Accessing pinned notes

Related articles:

Understanding coaching sessions



Adding notes with pins

To pin a conversation with notes

In Quality assurance, click Conversations
in the sidebar.
Open the conversation.

Click the Pin conversation icon ( ) in the top bar.

Select a user to pin the note under.
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. You can also use a template. See Creating and using templates in Zendesk QA.

Click Pin conversation.




Accessing pinned notes

You can view all your pinned notes under Coaching.
To access your pinned notes.

In Quality assurance, click
Coaching in the sidebar.

Click Pins ( ).
Your list of pins is displayed.
Click a pinned conversation to open it.
(Optional) You can create a new pin by clicking + Pin.




Tip: You can view all pins created for each agent on their performance panel
under Sessions. See Understanding coaching sessions.