Customer support analytics · Zendesk

Zendesk QA

AI-driven quality assurance and coaching add-on that scores support conversations, formerly the standalone product Klaus.

Visit Zendesk QA Alternatives

Zendesk QA (built from the team's earlier standalone product, Klaus) is a quality-assurance and coaching tool for support and AI-agent conversations. It automatically reviews interactions across every channel — voice, chat and AI-agent transcripts — without agents having to hand-pick tickets for review. AutoQA scores conversations against built-in categories such as empathy and solution quality, or custom AI-prompt-based rubrics; Spotlight flags high-risk moments like churn signals or escalations; and AI Agent QA compares bot performance against human agents side by side. It is sold as an add-on to any Zendesk Support or Suite plan rather than as a fully independent product, and its own dollar pricing is not published on the general Zendesk pricing page.

At a glance

Vendor Zendesk
Pricing model Quote only
Free tier No
Deployment Cloud
Open source No
Best for Support leaders needing systematic QA coverage across 100% of tickets rather than manual spot-checks.

Pricing

Sold as an add-on to a Zendesk Support or Suite subscription; no standalone add-on price is published.

Pricing has not been verified yet — see the vendor's site.

Features

  • AutoQA scoring across voice, chat and messaging
  • Custom AI-prompt-based scorecards
  • Spotlight flags for churn risk and escalations
  • AI Agent QA for bot-vs-human comparison
  • 1:1 coaching workflows
  • Root-cause and trend analysis
  • Calibration sessions across reviewers

Integrations

Profile last reviewed September 21, 2026

Alternatives

NICE Playvox Workforce engagement and quality-management suite for contact centers, now part of NICE, covering scheduling, QA scoring and coaching. Assembled Workforce management platform for support teams, forecasting staffing needs and reporting on adherence and AI agent conversations. Gorgias Ecommerce-focused help desk with an AI Agent, billed by ticket volume rather than per agent, with built-in performance reporting.

Zendesk QA in the index now

Terms to know

KPI (key performance indicator) A measurable value tracked over time to show whether a team or process is on track toward a goal. Dashboard A visual display of the metrics a team needs to monitor, usually updated on a schedule or in real time.

Related guides

How to choose a customer support analytics tool Most support analytics is a reporting layer bundled into a helpdesk, not a standalone product — decide whether you need that, staffing analytics, or QA scoring.