Zendesk QA
Contact Center & CCaaS QA & Conversation Analytics
AI-powered quality assurance, formerly Klaus, that auto-scores every support conversation, flags risky interactions, and grades AI agents alongside humans.
Best for
Support teams on Zendesk, Salesforce Service Cloud, Intercom, Genesys, Aircall, Kustomer or Help Scout that want every conversation auto-scored, risky interactions flagged in real time and AI agents graded alongside humans, with compliance up to FedRAMP and ISO 42001 and published pricing of $50 per agent bundled with WFM.
Look elsewhere if
You want an AI agent that talks to customers, or a standalone QA tool with its own roadmap: Zendesk QA evaluates conversations rather than holding them, and since 2024 it is part of Zendesk's workforce engagement suite, which matters most if you run a competing help desk.
- Pricing
- Paid from $50/agent/mo (with WFM)
- Founded
- 2018
- Free trial
- Free trial (length not stated, by request)
- Minimum commitment
- Billed annually (Workforce Engagement add-on list price)
- Company
- Product of Zendesk (private, owned by Hellman & Friedman and Permira)
- Data residency
- US, EU (EEA), UK, Japan, Australia (QA accounts created on or after November 17, 2025)
- Integrations
- Zendesk Salesforce Service Cloud Intercom Genesys Aircall Kustomer Help Scout
Zendesk QA is the quality assurance layer of Zendesk's workforce engagement suite. Its AutoQA engine scores every customer conversation automatically, not the small sample a human reviewer can reach, grading criteria like empathy, tone, and solution quality across email, chat, and voice, including BPO teams. Spotlight surfaces risky interactions such as churn signals and escalations, real-time QA catches issues while conversations are still live, and a coaching module turns findings into 1:1 sessions. It also evaluates AI agents, comparing bot and human performance side by side.
The product began life as Klaus, founded in Tallinn, Estonia in 2018 by Martin Koiva, Kair Kasper, and Egon Sale, complete with a cartoon dog mascot and a devoted following among support leaders. Zendesk signed a definitive agreement to acquire Klaus in January 2024 and completed the deal on February 12, 2024, folding it into its workforce engagement portfolio alongside the Tymeshift WFM product. Zendesk cites QA customers including Audacy, Kahoot, and Liberty, with results like a 150 percent increase in ticket review volume.
Klaus is no longer sold standalone: Zendesk QA is an add-on to a Zendesk Support or Suite plan. Zendesk's own pricing page lists the Workforce Engagement Bundle, QA plus workforce management, at $50 per agent per month billed annually, while multiple independent pricing breakdowns consistently peg the QA add-on alone at $35 per agent per month. There is no free tier, and final numbers still route through sales.
Choose Zendesk QA if you already run support on Zendesk and want mature automated QA with zero integration friction, or if you need to hold AI agents to the same standard as people. It still connects to outside platforms like Salesforce, Intercom, Genesys, and Aircall, but the center of gravity is now firmly Zendesk. If you want a vendor-neutral QA partner with published a la carte pricing, look at EvaluAgent or Rippit (formerly MaestroQA) instead.
Key features
- AutoQA scores every conversation
- Spotlight flags risky interactions
- AI agent performance QA
- Coaching and 1:1 workflows
- Voice and BPO coverage
Published customer results
Outcomes named customers have reported, as published by the vendor or the customer.
See the best Zendesk QA alternatives →
Frequently asked questions
- Who is Zendesk QA best for?
- Support teams on Zendesk, Salesforce Service Cloud, Intercom, Genesys, Aircall, Kustomer or Help Scout that want every conversation auto-scored, risky interactions flagged in real time and AI agents graded alongside humans, with compliance up to FedRAMP and ISO 42001 and published pricing of $50 per agent bundled with WFM. Look elsewhere if you want an AI agent that talks to customers, or a standalone QA tool with its own roadmap: Zendesk QA evaluates conversations rather than holding them, and since 2024 it is part of Zendesk's workforce engagement suite, which matters most if you run a competing help desk.
- How much does Zendesk QA cost?
- Zendesk QA is a paid product. The listed starting price is $50/agent/mo (with WFM). Compare pricing across all listed tools →
- What does Zendesk QA integrate with?
- Zendesk QA integrates with Zendesk, Salesforce Service Cloud, Intercom, Genesys, Aircall, Kustomer, and Help Scout.
- What compliance standards does Zendesk QA meet?
- Based on the vendor's own security and trust pages, Zendesk QA claims SOC 2, HIPAA, GDPR, ISO 27001, ISO 42001, and FedRAMP compliance. See how that compares across vendors →
- Is Zendesk QA HIPAA compliant?
- Yes. The vendor advertises HIPAA compliance for Zendesk QA on its own site. Confirm the specifics, such as whether a business associate agreement (BAA) is offered, with the vendor before you buy.
- Does Zendesk QA have a free trial?
- Yes: Free trial (length not stated, by request).
- When was Zendesk QA founded?
- Zendesk QA was founded in 2018.
- What are the best Zendesk QA alternatives?
- Popular alternatives include AmplifAI, Authenticx, and CallMiner. See all Zendesk QA alternatives →
Sources for the facts on this page
-
Pricing page:
zendesk.com
$50agent/month paid yearly
checked September 2026 -
Free trial:
zendesk.com
If you'd like to start a free trial, reach out to us
checked September 2026 -
Company:
zendesk.com
Consortium led by Hellman & Friedman and Permira completes acquisition of Zendesk
checked September 2026 -
Data residency:
support.zendesk.com
the United States, the European Economic Area, the United Kingdom, Japan (Tokyo or Osaka), or Australia
checked October 2026 -
Minimum commitment:
zendesk.com
$50 agent/month paid yearly
checked October 2026 -
Pricing model:
zendesk.com
Customers on any Support or Suite plan can purchase the Zendesk QA add-on.
checked October 2026
Updated October 2026
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