Zendesk QA
AI quality assurance for support and AI agent conversations
- Pricing
- paid
- From
- See site
- Free tier
- No
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Best for
Support quality and training teams that need to review every human and AI agent conversation instead of sampling tickets.
What it is
Zendesk QA is a quality assurance add-on for Zendesk that scores customer service interactions handled by human agents and AI agents. AutoQA reviews every conversation across channels, including voice, against built-in categories such as Empathy or Solution, or against custom categories written in plain language. Spotlight flags churn risks, escalations, and knowledge gaps, and the results feed coaching and training workflows. It is sold as an add-on to any Zendesk Support or Suite plan.
Best forSupport quality and training teams that need to review every human and AI agent conversation instead of sampling tickets.
Features
AutoQA scoring
Scores every interaction, including AI agent and voice conversations, using out-of-the-box categories or custom prompt-based categories.
Spotlight
Flags churn risks, escalations, and knowledge gaps automatically, with custom AI prompts for additional quality gaps.
AI Agent QA
Detects abandoned or unresolved AI agent tickets, compares human and bot scores side by side, and identifies issues needing a human.
Coaching and training
Supports 1:1 coaching and scheduled training sessions based on review results.
Data retention and privacy controls
Lets admins set a data retention period and hide selected content from agents and admins viewing conversation data.
No-code setup
Out-of-the-box categories and Spotlights work without coding or model training; custom ones are written in plain language.
An add-on that automatically scores human and AI agent support conversations and flags problem interactions.
Pros
- •Reviews all interactions rather than a manually selected sample, across channels including voice and BPOs.
- •Works with AI agent tickets at no extra charge within the add-on.
- •Setup requires no coding or model training; custom categories are written in plain language.
- •Vendor reports SOC 2 Type 2 audits annually and states GDPR compliance and HIPAA enablement.
- •Available to customers on any Zendesk Support or Suite plan.
Cons
- •Only available as an add-on to an existing Zendesk Support or Suite plan, not as a standalone product.
- •No price is published on the QA page; pricing is on a separate page and via sales.
- •The free service quality audit is limited to existing Zendesk customers.
- •Zendesk AI agents, which AI Agent QA reviews, are sold separately.
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