# Zendesk QA (Zendesk)

Category: AI quality assurance. Public reviews about the AI: 1. Profile updated 2026-10-08.

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

## What it does

Zendesk QA reviews conversations handled by people and by AI agents [1]. Its AutoQA feature scores every ticket against scorecard categories such as greeting, empathy, tone, solution offered and closing when the ticket is solved or closed [2]. Spotlight flags conversations with churn risk, escalations or knowledge gaps, and coaching tools support one-to-one sessions [1]. Text and voice conversations are scored separately [2].

Channels: Chat, Email, Voice. Works with: Zendesk Support and Suite plans as an add-on [1]. It can also connect to other help desks at sign-up; Zendesk documents a Front connection [5].

## Controls

- Scorecards are set up in Zendesk QA settings; an autoscoring category must be active and assigned to a workspace and an active scorecard [2]
- Admins can customize some system categories and create their own autoscoring categories [2]
- 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 review [3]
- An accuracy score on the AutoQA dashboard shows how closely AutoQA ratings match human ratings; AutoQA does not learn from that feedback [3]
- Turning off the LLM-based AutoQA setting stops scoring for categories that depend on it [2]
- AI agent conversations are scored on their own scorecard, and each bot can be marked reviewable or not [4]
- When connecting another help desk, admins choose a data retention period [5]

## Setup

Autoscoring is turned on in account settings, then categories are made active and added to a scorecard [2]. For a non-Zendesk help desk, the admin connects it with an API token and the last 24 hours of data sync first [5]. Zendesk does not state a setup time.

## 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 yearly [6]. Scoring AI agent tickets costs nothing extra [1].

## Vendor claims (not results)

- Zendesk says Zendesk QA can boost CSAT up to 5%, cut review time up to 80% and train agents 2x faster [1]
- Zendesk quotes customer Kahoot! reporting +5 points CSAT and a 150% increase in ticket review volume [1]
- Zendesk quotes customer Audacy reporting a 19% increase in agent productivity [1]

## Not found in public sources

- 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

## What reviewers say

- Does the job: 0 positive, 1 negative (too few to rate)
- Accuracy: 0 positive, 1 negative (too few to rate)
- Handoff to a person: 0 positive, 0 negative (too few to rate)
- Cost: 0 positive, 0 negative (too few to rate)
- Setup and upkeep: 0 positive, 0 negative (too few to rate)

> "as when agent applied the macro the Auto QA does not pick it up and marks the agent down for it." (Luaine, Zendesk Community, 2026-04-15: https://community.zendesk.com/workforce-engagement-management-26/custom-macro-catergory-for-znedesk-auto-qa-21361?postid=99036#post99036)

## Sources

1. [AI-powered quality assurance software](https://www.zendesk.com/service/quality-assurance/), Zendesk, accessed 2026-10-08
2. [Understanding autoscoring categories](https://support.zendesk.com/hc/en-us/articles/7043747123354-Understanding-autoscoring-categories), Zendesk Help, accessed 2026-10-08
3. [Improving AutoQA accuracy](https://support.zendesk.com/hc/en-us/articles/9046364914842-Improving-AutoQA-accuracy), Zendesk Help, accessed 2026-10-08
4. [Evaluating the performance of AI agents using Zendesk QA](https://support.zendesk.com/hc/en-us/articles/7418648293018-Evaluating-the-performance-of-AI-agents-using-Zendesk-QA), Zendesk Help, accessed 2026-10-08
5. [Connecting Front for Zendesk QA](https://support.zendesk.com/hc/en-us/articles/7043661995034-Connecting-Front-for-Zendesk-QA), Zendesk Help, accessed 2026-10-08
6. [Pricing](https://www.zendesk.com/pricing/), Zendesk, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/zendesk-qa