Zendesk Agent Quality Review Scorecard
Create a fair rubric for reviewing tickets.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Create a quality scorecard for Zendesk tickets. Standards we care about: [STANDARDS]. Ticket types: [TICKET_TYPES]. Team and review frequency: [TEAM_AND_FREQUENCY]. Present a table with criterion, weight (weights add to 100), level descriptions for 1, 3 and 5, and an example comment from a ticket. Criteria: accuracy, empathy and tone, clarity, ownership, process followed, security and privacy, observable in the ticket text. Worked scoring example with the arithmetic. Calibration session: all reviewers score the same five tickets, compare scores, discuss gaps over one point, and update the descriptions. Review five tickets per agent per month. Use scores to coach, not to punish; explain how to avoid bias and how agents can challenge a score. Feedback template: start with something done well, name one behaviour to change, and agree a next step. Mark where the tool's quality features might help [VERIFY]. Keep the scorecard to six criteria that a reviewer can score from the ticket text alone, and say which one to drop if the review takes too long. Add the date and reviewer to each scored ticket so scores can be checked later.
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Replace each bracketed placeholder with your own details, then paste into Any AI or another assistant.