Template

2nd/3rd Line Ticket Evaluation QA

by Nicola Greaves, from the Community

Use this 2nd/3rd line ticket evaluation form to audit IT support quality across ticket management, resolution, and customer service. Criteria include timely progress within 4 hours, client update responses within 8 hours, clarity and professionalism of updates, use of Lighthouse Callback, inclusion of relevant attachments, and documenting device details for remote sessions. Confirm resolution with the customer, capture accurate resolution notes, set priorities appropriately, and manage expectations throughout. Evaluate language tone, adherence to promises, and whether the engineer represented the provider appropriately. Ideal for QA specialists standardizing service desk performance and continuous improvement.

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With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
Post-Issue Resolution Customer Feedback
Use this post-issue resolution customer feedback checklist to capture customer details, confirm that the original issue has been fully resolved, and assess the support experience. Record whether the fix worked as expected, note any remaining problems, and evaluate timeliness, communication, and overall satisfaction. Collect comments on further improvements, recommendations, and consent, then obtain signatures to confirm acceptance of remedial works. Ideal for service and support teams to standardize follow-up and drive continuous improvement.
by Saif Maljee, from the Community
Downloads: 30+
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Email Quality Marking Form Version 3
This Email Quality Marking Form helps teams evaluate the quality of customer service emails against clear standards. Record ticket numbers and enquiry types, confirm identity and data security, and verify that guidance and next steps are accurate. Review greeting, tone, and clarity, confirm process adherence such as issuing links, updating records, and logging memos, and note any use of canned responses. Capture spelling and grammar checks, safeguarding escalations, and any corrective actions across people, process, and system. Final sign off is completed by a quality assurance lead and team leader.
by Agnes Schooling, from the Community
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Call Center Quality Assurance Form
This Call Center Quality Assurance form helps QA specialists evaluate customer calls against standard protocols. It covers greeting and call opening, probing questions to understand customer needs, solution accuracy and clarity, options and resources provided, transfer procedures, empathy and professionalism, call handling efficiency, and end-of-call practices such as offering further assistance and closing appropriately. The form includes sections for observations and recommendations plus signatures from the QA specialist and the employee. Use SafetyCulture to capture results, generate reports, and analyze trends to continuously improve service quality while controlling template permissions across teams.
by Hannah McGowan, from the Community
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Food Safety Audit Checklist 3.2.2 and 3.2.3
Conduct a comprehensive food safety audit aligned with Food Standards 3.2.2 and 3.2.3. Evaluate staff skills, food receipt and storage, processing and cooling, cleaning and sanitising, waste and pest control, and facility fixtures and equipment. Capture evidence, note nonconformances, and assign corrective actions to improve compliance across food premises.
by Darren Smith, from the Community
Downloads: 10+
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2nd/3rd Line Ticket Evaluation QA

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Post-Issue Resolution Customer Feedback

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