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AI quality assurance1 reviewsprofile updated Oct 8, 2026

Zendesk QA

Zendesk's quality assurance add-on that scores human and AI agent conversations against a scorecard. By Zendesk.

Too few public reviews to rate. We found 1 review about the AI itself; a share needs 10 that mention the point. The profile below sets out what Zendesk publishes.

What reviewers say

1 public reviews about the AI, from Zendesk Community. Each share counts the reviews that mention the point.

Read with care. Most of these opinions are posts in the vendor's own community forum, where people mostly come to report problems, so they lean negative. Review platforms that list this product could not be read, or marked their reviews as incentivized.

Does the job

0 of 1too few to rate

Accuracy

0 of 1too few to rate

Cost

–too few to rate

Setup and upkeep

–too few to rate

Complaints

“as when agent applied the macro the Auto QA does not pick it up and marks the agent down for it.”
LuaineZendesk Community · Apr 2026− Job− Accuracy

All 1 coded reviews of Zendesk QA

What it does

Zendesk QA reviews conversations handled by people and by AI agents1. Its AutoQA feature scores every ticket against scorecard categories such as greeting, empathy, tone, solution offered and closing when the ticket is solved or closed2. Spotlight flags conversations with churn risk, escalations or knowledge gaps, and coaching tools support one-to-one sessions1. Text and voice conversations are scored separately2.

Channels
Chat, Email, Voice
Works with
Zendesk Support and Suite plans as an add-on1. It can also connect to other help desks at sign-up; Zendesk documents a Front connection5.

Controls

Safety and review features, as Zendesk documents them.

  • Scorecards are set up in Zendesk QA settings; an autoscoring category must be active and assigned to a workspace and an active scorecard2
  • Admins can customize some system categories and create their own autoscoring categories2
  • A reviewer cannot change an AutoQA score but can submit a different rating; AutoQA results count toward the quality score only after a person submits a review3
  • An accuracy score on the AutoQA dashboard shows how closely AutoQA ratings match human ratings; AutoQA does not learn from that feedback3
  • Turning off the LLM-based AutoQA setting stops scoring for categories that depend on it2
  • AI agent conversations are scored on their own scorecard, and each bot can be marked reviewable or not4
  • When connecting another help desk, admins choose a data retention period5

Setup

Autoscoring is turned on in account settings, then categories are made active and added to a scorecard2. For a non-Zendesk help desk, the admin connects it with an API token and the last 24 hours of data sync first5. Zendesk does not state a setup time.

What Zendesk claims

The vendor's own figures. Shown as claims; never used in a result.

  • Zendesk says Zendesk QA can boost CSAT up to 5%, cut review time up to 80% and train agents 2x faster1
  • Zendesk quotes customer Kahoot! reporting +5 points CSAT and a 150% increase in ticket review volume1
  • Zendesk quotes customer Audacy reporting a 19% increase in agent productivity1

Not found in public sources

We looked for these and could not find them.

  • A public price for the QA add-on on its own
  • Which help desks besides Zendesk and Front connect to Zendesk QA today
  • How Zendesk measured the CSAT and review-time figures

Sources

  1. [1]AI-powered quality assurance softwareZendesk · accessed Oct 8, 2026
  2. [2]Understanding autoscoring categoriesZendesk Help · accessed Oct 8, 2026
  3. [3]Improving AutoQA accuracyZendesk Help · accessed Oct 8, 2026
  4. [4]Evaluating the performance of AI agents using Zendesk QAZendesk Help · accessed Oct 8, 2026
  5. [5]Connecting Front for Zendesk QAZendesk Help · accessed Oct 8, 2026
  6. [6]PricingZendesk · accessed Oct 8, 2026

Billing

Per seat

The QA add-on price is not published on Zendesk's pricing page; the Workforce Engagement bundle, which covers quality assurance and coaching, is $50 per agent per month paid yearly6. Scoring AI agent tickets costs nothing extra1.

It often has to be bought for every seat, not only for the people who use it.

How AI support is billed

Reviews found

About the AI
1
Sources
1
Collected
Oct 8, 2026
Where we looked
  • Trustpilot klausapp.com: 0 reviews
  • Trustpilot www.zendesk.com: no QA mentions
  • TrustRadius (Klaus): no reviews listed on the page
  • G2, Capterra (.com and .com.au), GetApp: 403
  • Zendesk help center AutoQA articles: comments disabled
  • Reddit: pages would not load
  • Zendesk Community (workforce engagement and AI forums): 1 customer post on AutoQA

Also in Auto-QA

Markdown copy: zendesk-qa.md. Something wrong? See corrections. Get Support AI is not affiliated with Zendesk.