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Using Pinned Notes for Coaching in Zendesk QA

Learn how to use pinned notes in Zendesk QA to effectively coach agents by sharing and reviewing specific conversations.

How can I use pinned notes for coaching in Zendesk QA?

Pinned notes in Zendesk QA are a great tool for coaching agents. You can pin conversations with notes and share these pins with agents or other reviewers to help prepare for coaching sessions. This feature allows you to highlight specific interactions that can be used as learning examples, making it easier to provide targeted feedback and guidance.

By using pinned notes, you can ensure that both you and your agents have a clear understanding of the areas that need improvement. This collaborative approach not only enhances the coaching process but also empowers agents to take ownership of their development. For more details, you can check the originalZendesk QA for coaching guide.


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