Customer Support Audit
Support quality shows up in small details: whether a reply answers the question, whether the process hands off cleanly, and whether the help centre matches what agents say. These audit prompts review your support process, reply quality, Zendesk set-up and help-centre articles. Paste anonymised tickets or draft replies and your policy, and the prompt returns scored feedback, tone issues, missing steps and suggested rewrites. Team leads can use them for coaching sessions, and small businesses can use them to spot-check before a busy season. Always remove customer names and contact details first, and treat scores as conversation starters rather than a measure of any individual agent.
Prompts
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Help Center Search Failure Audit
Find searches that return nothing useful.
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Help Article Readability and Structure Audit
Check steps, headings and scannability.
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Self-Service Deflection Audit
Check whether help content reduces contacts.
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Chatbot Conversation Flow Audit
Check bot answers, handoffs and dead ends.
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FAQ Page Versus Ticket Reality Audit
Rank questions by volume and answer quality.
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Onboarding Email and Docs for New Customers Audit
Check the first-week support experience.
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Help Center Article Audit: Findability, Accuracy and Steps That Work
Review help articles against real customer questions.
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Self-Service Deflection Audit: Which Tickets Could Have Been Answered by an Article?
Find topics where better content would reduce tickets.
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Support Ticket Reply Quality Scorecard
Score replies against a clear rubric.
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Angry Customer De-Escalation Review
Review how a heated conversation was handled.
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Chat Support Transcript Audit
Check speed, clarity and handling of multiple chats.
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Phone Support Call Review Using Notes
Review calls from notes or transcripts.
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Refund and Exception Decision Audit
Check consistency in discretionary decisions.
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Knowledge Base Answer Accuracy Audit Against Tickets
Check help articles against what agents say.
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Canned Response Library Audit
Prune and improve saved replies.
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Escalation Reply Audit Between Tiers
Check handoffs between first and second line.
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Social Media Customer Care Reply Audit
Check public replies to complaints.
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Support Email Tone Consistency Audit Across Agents
Compare how different agents write.
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Support Reply Accuracy and Policy Fit Audit
Check replies against policy and facts.
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Support Reply Quality Audit With a Scoring Rubric
Audit support reply quality with a scoring rubric: score a sample of replies and find coaching points for the team.
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Canned Response Library Audit: Tone, Accuracy and Overuse
Review saved replies for staleness and stiffness.
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Escalation Handling Audit: Handovers, Delays and Repeats
Check how escalated tickets are handled and where customers repeat themselves.
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Apology and Empathy Language Audit in Support Messages
Check whether apologies are specific and credible.
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Customer Comments Coding Audit: Are Themes Consistent and Evidence-Based?
Check how survey comments have been grouped and counted.
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Support Queue and SLA Performance Audit
Check response and resolution times against promises.
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Ticket Categorisation and Tagging Audit
Check labels used for reporting.
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Support Handbook and Policy Clarity Audit
Check that agents can find and follow rules.
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Customer Satisfaction Survey Design Audit
Check questions, timing and bias.
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Voice of Customer Report Audit
Check how customer feedback is summarised.
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Support Team Workload and Burnout Risk Audit
Check staffing patterns without making health claims.
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Complaint Handling Process Audit
Trace a complaint from receipt to resolution.
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Support Tool Stack and Integration Audit
Check overlap and data flow between tools.
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Agent Onboarding and Training Audit
Check the first month for new support staff.
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Support Staffing and Workload Fit Audit
Check capacity against demand by hour and day.
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First Contact Resolution and Reopen Rate Audit
Check whether problems are fixed at first touch.
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Support Queue and Response Time Audit
Analyse queue data and find where customers wait.
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Support Tagging and Categories Audit
Check that your ticket tags are consistent and useful.
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Customer Satisfaction Survey Audit: Questions, Timing and Bias
Review your survey for bias and low response.
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Support Macro and Workflow Rule Audit for a Helpdesk
Check automations for loops, errors and customer impact.
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Community Guidelines Audit: Clarity, Fairness and Enforcement
Check that rules are understandable and applied consistently.
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Customer Onboarding Email Series Audit
Check each email for purpose, timing and next step.
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Renewal Pipeline Review: Risk Flags and Next Actions
Check a renewal forecast for realism.
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Quarterly Business Review Quality Audit: Did the Customer Get Value From the Meeting?
Review past QBRs for insight and outcomes.
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Support Handover Notes Audit Between Shifts or Regions
Check that handovers contain what the next person needs.
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Complaint Themes Audit for a Small Retailer
Group complaints and find the few causes behind most of them.
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Zendesk Backlog and Ticket Aging Audit
Measure the queue and find where tickets stall.
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Zendesk Trigger, Automation and Macro Inventory Audit
Find duplicated, conflicting and unowned rules.
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Zendesk Help Center Content Performance Audit
Check which articles help and which are stale.
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Zendesk Support Quality and Customer Satisfaction Pattern Audit
Combine scores and comments into themes.
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Zendesk Permissions, Roles and Data Protection Review (Defensive)
Check who can access tickets and customer data.
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Zendesk First Contact Resolution and Reopen Analysis
Find why tickets come back.
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Zendesk Channel Mix and Response Time Audit
Compare email, chat and phone performance.
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Zendesk Macro Accuracy and Policy Consistency Audit
Check that canned replies are right and current.
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SLA and Priority Rule Audit Against Real Ticket Data
Check whether SLA targets and priorities reflect what customers need.
No prompts match those filters.