Frequently asked questions (FAQ)

Please note that whenever access for an Agent is mentioned, it always requires user credentials to be created. Instructions for this can be found here.

Contents:

What does No team mean in reporting?

Can’t log in to the application?

How can I see ongoing issues in QualityDesk?

How can I assign a deputy for my team?

Who can see hidden coaching forms?

Can the hiding of a coaching form be removed or activated later?

Can the content of an evaluation form be hidden?

Who can see evaluation forms and non-hidden coaching forms?

Can a coaching form be sent to an Agent?

Why can’t I send a coaching form to a coachee?

What does No team mean in reporting?

If you see No team in the reporting, it means that there are users who has been evaluated, but they don't have a team. In practice they are always supervisor level users that have been evaluated and they don't have any team.

Can’t log in to the application?

If you can’t log in to the application, it can usually be due to one of three reasons:

1. No credentials have been created.
2. Your account has been deactivated.
3. Your password is incorrect.

For security reasons, we do not provide detailed error messages on the login page. In all of these cases, please contact your supervisor and/or your company’s Admin user. If you don’t know who your Admin user is, you can contact QualityDesk Support via the in-app chat or by email at support@qualitydesk.com.

How can I see ongoing issues in QualityDesk?

You can view ongoing incidents via this link. Updates to the page may take 1–3 business days.

How can I assign a deputy for my team?

A deputy Team Leader can be assigned directly in the application by editing the team. Deputies can be assigned by Unit Managers, Directors, or Admin users.

A deputy has the same rights as the actual Team Leader, meaning they can see all evaluations and coachings for the team, including hidden ones.

Instructions for editing a team can be found here: Editing a Team.

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Who can see hidden coaching forms?

For an Agent-level user:

• The Agent, their Team Leader, and the creator of the coaching form (e.g., a Coach) can see the content.

For a supervisor-level user:

• The supervisor being coached and the creator of the coaching form can see the content.

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Can the hiding of a coaching form be removed or activated later?

Yes. Search for the coaching form you want to hide (e.g., in the user’s profile, Browse Coaching page).

Click the date link to open the form, then click Edit. Check or uncheck the Hide option and click Save.

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Can the content of an evaluation form be hidden?

No.

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Who can see evaluation forms and non-hidden coaching forms?

For Agent-level users, access is as follows:

• The Agent sees only their own forms, excluding the Comments field of evaluation forms.
• The Team Leader sees the forms of their own team’s Agents and, if unit-level sharing is enabled, also the forms of other teams in the unit.
• Coaches see the forms of teams in their own unit(s).
• Unit Managers see the forms of teams in their own unit(s).
• Directors see the forms of teams in their organization(s).
• Admin users see the forms of teams in their organization(s).

For supervisor-level users, access is as follows:

• Supervisors always see their own evaluations in their profile.
• Unit Managers see forms for Team Leaders and Coaches in their own unit(s).
• Directors see forms for Team Leaders, Coaches, and Unit Managers in their organization(s).
• Admin users see forms for Team Leaders, Coaches, and Unit Managers in their organization(s).

Note: Having multiple roles may give access to forms for unintended roles. For this reason, it’s recommended to always hide coaching forms for supervisors.

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Can a coaching form be sent to an Agent?

If the Agent (coachee) has login credentials, the coaching form includes a button Save and Send to Agent for Approval (or similar). This saves the coaching and sends an email to the coachee with a link to the form.

Important:

• If AD integration is in use, the user must first log in to the application before opening the form.
• If the user has been logged out of QualityDesk, they must log in again to open the form.

To check if a user has credentials:

Go to the person’s profile, click Management under the profile picture, then Edit. If the option Create and send credentials to Agent is available, it means no credentials exist. You can create them by clicking this option.

Note: With AD integration, all accounts must be created via the organization’s user rights portal.

As an Admin user, you can check account status in User Management. In the table under Status, you will see:

• Active = Credentials are active
• Deactivated = Account has been deactivated
• No credentials = The Agent has a profile but no login credentials

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Why can’t I send a coaching form to a coachee?

If the Agent does not have login credentials, evaluation or coaching forms cannot be sent to them.

You can create credentials using this guide.

Note: If AD integration is in use, credentials must be created in your company’s access rights portal.

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Updated on: 19/08/2025