Zendesk QA 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Zendesk QA

4.9

(23)

Pricing

Pricing available upon request

About Zendesk QA

Zendesk QA (formerly Klaus) is a quality assurance solution that helps companies solidify customer relationships through excellent CX.

With Zendesk QA, you can identify gaps in your customer experience before they become a problem. Use AI to pinpoint where agents are falling short, and resources are going to waste – then fix what isn’t working. Automate quality assurance across agents, teams, BPOs, and countries.

Use Zendesk QA to:

Unlock value from every conversation with AI and AutoQA. You’ll spend less time hunting through a stack of tickets, and more time actually solving issues.
Gain full transparency into performance trends. Identify which agents are underperforming or which parts of the customer experience are failing. Evaluate exactly which factors lead to improved CX experience.
Jump straight into the fixing phase. Zendesk QA automatically spotlights churn risk, outliers, escalations and more, so you can easily pinpoint and solve gaps in your service.
Drastically reduce manual admin work and removing friction by automating your QA processes.
Thanks to systematic feedback, you’re equipped to give specific performance guidance to your team. Offer 1:1 coaching or...

Zendesk QA Screenshots

Zendesk QA Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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Zendesk QA Features

Popular features found in Contact Center Quality Assurance
Customer Experience Management
Employee Coaching Tools
Quality Management
Reporting/Analytics
More features of Zendesk QA
Activity Dashboard
AI/Machine Learning
Alerts/Escalation
API
Call Center Management
Call Recording
Collaboration Tools
Customer Surveys
Feedback Management
KPI Monitoring
Multi-Channel Communication
Multiple Scoring Models
Process/Workflow Automation
Reporting & Statistics
Sentiment Analysis
Surveys & Feedback
Third-Party Integrations

Zendesk QA Integrations

Aircall

Drift

elevio

Freshdesk

Help Scout

Helpshift

See all 21 integrations

Zendesk QA User Reviews

Overall Rating

4.9

Ratings Breakdown

91%

Secondary Ratings

Ease of Use

4.9

Value for money

4.8

Customer support

4.8

Functionality

4.6

Shari G.

Verified reviewer

Consumer Services

5001-10000 employees

Used weekly for less than 6 months

Review source

Reviewed July 2022

Great C-SAT Software

Ratings Breakdown

Ease of use

Functionality

Pros:

My managers use this tool to provide me with quality assurance scoring on selected cases that we work on. My cases are imported from Front and allows me to view the entire conversation thread and the specific reply that I was graded for within Klaus. There is a section for me to view the breakdown of my scorecard and any comments my manager left, along with a comment section to leave my own comments. The dashboard is also very detailed and allows me to see my scores for different periods and I also get the alerts when I am scored to my slack along with my email. There are a lot of things that can, no doubt, be accomplished by using Klaus that would save you the time of having to hammer though excel to create the perfect scoring sheet.

Cons:

I have not had to use it it in a manner so as to have a bad experience with the software. It's simple and efficient.

Sarah O.

Verified reviewer

Leisure, Travel & Tourism

51-200 employees

Used daily for less than 6 months

Review source

Reviewed May 2019

Qualitista wins!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We adopted Qualitista after shopping other CX QA programs for a few reasons. As a company that was finally outgrowing our home-grown QA solutions, we wanted to find an affordable system that included integrations with our CRM software (Kustomer), had a very responsive team to support & help us grow in our QA journey, and had an easy-to-use interface. We didn't need all of the bells & whistles that some of the pricier options included, but we did like the idea of being an early adopter with a newer startup that would prioritize our needs in building their roadmap. We've found exactly that - exceptional response to questions, quick fixes when something goes wrong, and a willingness to partner with us rather than "manage" our process.

Cons:

Sometimes the speed to roll out new features overtakes our communication, but it's definitely gotten better :)

Reasons for choosing Zendesk QA

Pricing, direct line to managers, and integration with our CRM.

Verified

Reviewer

Marketing and Advertising

10000+ employees

Used daily for free trial

Review source

Reviewed June 2024

Zendesk, a great helpdesk one can ever experience

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

1. Super easy to learn and implement 2. Great dashboard and simple commands for actions 3. Effective Realtime tracking ad monitoring

Cons:

1. A bit expensive 2. Multi-login sessions are not supported( Web and phone together while travelling)

Deniz K.

Verified reviewer

Insurance

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed September 2025

Valuable tool to improve quality of Customer Support teams

Pretty good. We don't need to contact support that much and the software is easy to use and such a valuable tool for us to make sure that we operate in high quality and give timely feedback to our teams.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It's really easy to do QC and link to Intercom as well as Aircall which are the software we use so love the ease about it. The set up was also really well managed by the onboarding team.

Cons:

When they initially changed from Klaus to Zendesk, it took us a very long time to get used to the lack of chat. We loved the chat availability for Klaus and reaching to support now has a bit of friction as it's via a form submission.

Verified

Reviewer

Computer Software

201-500 employees

Used daily for less than 12 months

Review source

Reviewed February 2025

Best of Zendesk QA

This platform provides a structured way to manage quality assurance, making it easier to track and evaluate customer interactions.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

zendesk QA is used for process that evaluates customer service conversations to ensure they meet quality and reliability standards,

Cons:

endesk's QA tools may not offer deep customization for specific workflows, making it challenging to adapt automated testing for unique business needs.

Valentina T.

Verified reviewer

Information Technology and Services

501-1000 employees

Used weekly for less than 2 years

Review source

Reviewed March 2019

Manager reviews, peer reviews, cross departamental reviews - all the reviews

Qualitista helps us to encourage peer reviews and cross-team learning for support agents. Constant peer reviews have increased trust and facilitated knowledge sharing. Onboarding time has been reduced as it allows new agents to review "successful" tickets (instead of only seeing open = unsolved cases in the queue). Codifying how we define quality has helped us to create training material and a joint vocabulary around how we solve customer queries.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

* Ease of onboarding * Versatility of use (adaptable to different needs, even within the same account different teams can use it as they see fit * Customer service

Cons:

* Documentation/Knowledge base is yet to be fully developed

Johann K.

Verified reviewer

Information Technology and Services

51-200 employees

Used daily for free trial

Review source

Reviewed August 2019

The Review

One of kind product which just a pleasure to use. Definitely recommend for big customer support teams.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

It makes giving feedback to the customer support team so convenient that it's actually enjoyable. Amazing reports are just a cherry on the cake.

Cons:

Can't say anything bad besides the price tag. It's quite heavy for a small team who could handle to QA without the tool

David D.

Verified reviewer

Computer Software

51-200 employees

Used daily for less than 6 months

Review source

Reviewed March 2019

AMAZING PRODUCT! A REAL QUALITY ASSURANCE PRODUCT!

We needed a good Quality Assurance system for our ZenDesk. We tried to make notes in tickets but it got messy and we don't have any way of reporting on performance. After Qualitista, we can easily see a performance and make metric reports on team/individual levels. Thank you so much for making this product!

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

- Visibility on every level - Customizable on the fly - Best customer service - Easy implementation - Reps are THE BEST!!!!

Cons:

NOTHING! There is nothing wrong with this product. Everything is amazing! Don't even think twice. GO WITH QUALITISTA!

Katia B.

Verified reviewer

Information Technology and Services

201-500 employees

Used weekly for less than 2 years

Review source

Reviewed March 2019

Great tool for great support teams

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It saves you a lot of time on tickets review and helps to keep track of agents performance in one place. User friendly design and ease of use!

Cons:

Nothing in particular, we had a few glitches with the tool when we started but they are all gone now and everything works smoothly.

Kamil R.

Verified reviewer

Computer Software

11-50 employees

Used weekly for less than 6 months

Review source

Reviewed March 2019

Very useful

Decent product with great support. They are developing features fast - bright future ahead, wise choice.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like how it works with Intercom and how our agents find it useful.

Cons:

It's a pretty fresh product still I didn't find anything major that would make me complain.

Showing 1 - 10 of 23 Reviews

See All Reviews

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Zendesk QA 2026: Benefits, Features & Pricing

Overview

About Zendesk QA

Zendesk QA Screenshots

Zendesk QA Pricing and Plans

Zendesk QA Features

Zendesk QA Integrations

Zendesk QA User Reviews

Other Top Recommended Contact Center Quality Assurance Software

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