| Add-on | Quality Assurance (QA) or Workforce Engagement Management (WEM) |
Templates help you save time recognizing your team’s achievements and structuring your feedback and coaching effectively.
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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.
Creating Zendesk QA templates
To create a Zendesk QA template
- In Zendesk QA, click your profile icon in the bottom-left corner
- Click the Settings (
) icon. - Under Personal settings select Templates.
If necessary, click the Sidebar toggle icon (
) to display the side menu. - Click Create template.
- Enter a Template name.
- Select one or more options for where the template should appear.
- Enter the template content.
You can format the text by clicking the text formatting icon.
- Click Create template.
2 comments
Mariia Fedorova
It would be great to make the templates public so we can make a draft database within the tool!
1
Elwira Tomaszewska
How do you use the template when you review the conversation?
1
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