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.
AutoQA scores the quality of all interactions, including AI agents and voice, to continuously improve customer satisfaction.
Spot critical issues
Identify high-risk moments instantly: customers at risk of churn, stuck conversation loops, dead air on calls, and more. Fix problems before they escalate.
Cut QA review time by 80%
Automate quality reviews, streamline knowledge gap detection, and assign targeted coaching effortlessly.
Train agents 2x faster
Understand what makes a top performer and coach your team to deliver exceptional service from day one.
How it works
Take a tour of our new quality assurance tools.
Excellent support quality drives loyalty and retention.
AutoQA analyzes every interaction—including with AI agents—then shows you which ones need extra support. Use predefined criteria, or your own, to spend less time hunting through a stack of tickets to review.
Stop wondering what went wrong, and jump straight to the fixing stage. Because Zendesk identifies churn risk, outliers, escalations—anything you tell it to—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.
What customers say
“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”
“We need to provide great customer service 100% of the time. Zendesk QA has helped us maintain focus on the consistency of quality and identify specific areas where we need to improve.”
“Our support team is now providing ten times more proactive help. The entire team is becoming better at noticing the opportunities as they present themselves in customer interactions.”
“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”
“We need to provide great customer service 100% of the time. Zendesk QA has helped us maintain focus on the consistency of quality and identify specific areas where we need to improve.”
“Our support team is now providing ten times more proactive help. The entire team is becoming better at noticing the opportunities as they present themselves in customer interactions.”
“At CityGo, our quality scores frequently range between 90-96%, showcasing the effectiveness of our quality assurance. By proactively monitoring and reviewing conversations, we can address issues before they escalate. This approach allows us to consistently improve service quality, and when repeated problems arise, we offer targeted training to ensure clear communication.”
No, Zendesk QA comes with out-of-the-box AutoQA categories and Spotlights that you can start using immediately, no coding or model training needed. You can easily build your own AutoQA categories and Spotlights by simply telling AI—in your own words— what to look for in support interactions.
Yes, you can build your own AutoQA categories and Spotlights and specify what AI should look for in your support interactions and how to score their quality.
Customers on any Support or Suite plan can purchase the Zendesk QA add-on. If you’d like to start a free trial, reach out to us here.
Full pricing and packaging information is available here.
We take security seriously. We undergo a SOC 2 Type 2 audit annually, and we are GDPR compliant and HIPAA-enabled. 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.
