Quality assurance (formerly Klaus)
We review every single conversation and give you instant insight into your support performance. Customers get a more consistent experience, which builds loyalty—and long-term revenue.
Benefits
Solidify customer relationships with excellent CX
Offer better answers
Highlight problem spots to help you offer more consistent CX experiences down the road.
Run a tight ship
We analyze 100% of your tickets via AI to save you time and reduce operational costs.
Enhance service
Receive accurate insights into agent gaps, so you can improve service quality and reduce churn.
Coach your agents
More data means more ways to pinpoint training needs. Coach agents and give kudos alike.
Features
Take the guesswork out of quality assurance
AutoQA analyzes every interaction – including with AI agents – then shows you which ones need extra support. You’ll spend less time hunting through a stack of tickets, and more time actually solving issues.
Stop wondering what went wrong, and jump straight to the fixing stage. Because Zendesk identifies churn risk, outliers, and escalations, you can easily pinpoint and solve knowledge gaps.
Thanks to systematic feedback, you’re equipped to give specific performance guidance to your team. Offer 1:1 coaching or schedule trainings to help struggling agents.
Ticket insights link to your CSAT scores, so you have an even better picture of team performance. Filter by department, team, or individual agent—the data goes deep.
Testimonials
90%
Internal Quality Score (IQS)
“I always use Spotlight to review conversations. It's my go-to feature in Zendesk quality assurance.”
Kalyn Garman Quality Assurance Lead, Found
94%
CSAT
1
Week to set up Zendesk QA
“Every client who contacts support should get a perfect answer regardless of the agent. Zendesk quality assurance allows us to keep up that level of quality.”
Kate Barsuk QA Engineer, PandaDoc
90%
Internal Quality Score (IQS)
“I always use Spotlight to review conversations. It's my go-to feature in Zendesk quality assurance.”
Kalyn Garman Quality Assurance Lead, Found
94%
CSAT
1
Week to set up Zendesk QA
“Every client who contacts support should get a perfect answer regardless of the agent. Zendesk quality assurance allows us to keep up that level of quality.”
Kate Barsuk QA Engineer, PandaDoc
90%
Internal Quality Score (IQS)
“I always use Spotlight to review conversations. It's my go-to feature in Zendesk quality assurance.”
Kalyn Garman Quality Assurance Lead, Found
Frequently asked questions
Right now, customers on any Basic or Suite plan can use Zendesk QA. If you’d like to start a free trial, reach out to us here.
Full pricing and packaging information is availablehere.
We take security seriously. We undergo a SOC 2 Type 2 audit annually and are GDPR compliant. When setting up your QA instance, you can select a data retention period. Use advanced security settings to hide selected content from agents and admins who might be viewing conversation data.
