Support Ticket Quality Review Checklist
A ticket quality checklist for support QA: sample tickets fairly, score accuracy, tone and resolution, calibrate reviewers and coach with real examples.
- Typical schedule weekly
- The checklist 4 sections, 15 items
- Variables
{{agent_name}}{{week}}
Use this checklist for a regular quality review of one support agent's tickets, typically weekly for new agents and every two to four weeks for experienced ones. It works as a simple QA scorecard without a dedicated QA tool: pick a sample, score each ticket on the same criteria, and turn the findings into coaching.
Who owns it
The support lead or a designated QA reviewer owns the run. The agent should see the results and have a chance to respond. If several people review, they should calibrate on the same tickets from time to time, so that a score means the same thing whoever gave it.
Common pitfalls
- Reviewing only bad tickets. If you only look at complaints and low satisfaction scores, the review feels like a punishment. Sample randomly, and add a few flagged tickets on top.
- Scoring tone and ignoring accuracy. A friendly reply with the wrong answer is a bad reply. Correctness and resolution come first.
- Scores without examples. "Empathy: 3 out of 5" does not help anyone. Quote the sentence and suggest a better one.
- Blaming the agent for the process. If the agent followed an outdated macro or policy, fix the macro. Note process issues separately.
- No follow-up. Coaching points that nobody checks again disappear. Review them in the next run.
Schedule a recurring run per agent. The history of runs shows how coaching points developed over time, which is useful in one-to-ones and performance reviews.
The checklist: Ticket quality review: {{agent_name}}, week {{week}}
Sample
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Random sample of solved tickets by
{{agent_name}}from week{{week}}selectedFive to ten tickets is enough for a regular review. Include different channels.
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Tickets with low satisfaction ratings or reopens added to the sample optional
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Coaching points from the previous review noted, to check for progress
Score each ticket
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Answer was correct and complete, with no wrong information
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The customer's actual question or problem was addressed, not just the first sentence
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Policies followed: identity checks, refunds, data protection
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Tone fits the customer and the situation, and the reply is clear and concise
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Ticket was categorised, tagged and linked correctly
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Escalated at the right time, or handled correctly without escalation
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First response and resolution times were within your targets, or the delay was explained
Calibrate
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One or two tickets scored independently by a second reviewer optional
Discuss any difference of more than one point. Calibration keeps scores fair across reviewers.
Feedback
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Two or three specific strengths noted, with quotes from tickets
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One or two coaching points written, with a suggested better phrasing or action
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Process or documentation problems logged separately from agent feedback
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Feedback shared with
{{agent_name}}and their comments recorded
Checklist as Markdown
Frequently asked questions
What should a support QA scorecard include?
Most scorecards cover accuracy, completeness, policy compliance, tone, clarity and correct ticket handling such as tags and escalation. Keep the criteria few and clear so reviewers agree. Weight correctness and resolution above style.
How many tickets should I review per agent?
A small random sample each week, often five to ten tickets, is enough to spot patterns without taking over the lead's week. Review more for new agents and after a product change. Consistency over time matters more than the size of a single sample.
How do I give feedback on support ticket quality?
Be specific: quote the reply, explain the effect on the customer and suggest a better version. Start with what went well, keep to one or two coaching points, and check them in the next review. Separate problems with macros or policies from the agent's own work.
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