iRubric: Zendesk Ticket Audit rubric

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Zendesk Ticket Audit Business Email Assignment Rubric Code: J23A838 By MelissaKearns Ready to use Public Rubric Subject: Business Type: Assessment Grade Levels: 9-12, Undergraduate

Zendesk Email Rubric
	Needs Improvement 1 pts	Acceptable 2 pts	Exemplary 3 pts	Totals (N/A)
Grammar & Spelling	Needs Improvement The message contains 3 or more errors in grammar, punctuation, and/or spelling and/or contains sentence fragments or run-on sentences.	Acceptable The message contains 1 to 2 errors in grammar, punctuation, and/or spelling and/or all sentences are complete, well-constructed, and most are stated in business terms.	Exemplary The message contains no errors in grammar, punctuation, and/or spelling and/or all sentences are complete, well-constructed, and stated in business terms.	Totals
Quality of Response	Needs Improvement The response is a collection of unrelated information. It was very difficult to follow and questions were not properly answered.	Acceptable Ideas were expressed in a pretty clear manner, but the organization could have been better.	Exemplary Ideas were expressed in a clear and organized fashion. It was easy to follow and completely answered the clients question. Proactive actions were clear.	Totals
Greeting, Closing & Signature	Needs Improvement No complementary greeting, closing or signature included in the email.	Acceptable Email contains greeting, complementary closing and signature, but missing personalization to the client	Exemplary Email contains greeting, complementary closing and signature. Included personalization suited to client.	Totals
Monthly Metrics	Needs Improvement	Acceptable	Exemplary	Totals