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Quick Look: 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

  1. In Zendesk QA, click Conversations in the sidebar.
  2. Open the conversation.
  3. Click the Pin conversation icon () in the top bar.

  4. Select a user to pin the note under.
  5. 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.

  6. Click Pin conversation.

Accessing pinned notes

You can view all your pinned notes under Coaching.

To access your pinned notes.

  1. In Zendesk QA, click Coaching in the sidebar.
  2. Click the Pins () icon. Your list of pins is displayed.
  3. Click a pinned conversation to open it.
  4. You can create a new pin by clicking the + Pin button.

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