--- description: Review of Zendesk QA Software: system overview, features, price and cost information. Get free demos and compare to similar programs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Zendesk QA | Reviews, Pricing & Demos - SoftwareAdvice AU --- Breadcrumb: [Home](/) > [Customer Service Software](/directory/255/customer-service/software) > [Zendesk QA](/software/343887/klaus) # Zendesk QA Canonical: https://www.softwareadvice.com.au/software/343887/klaus Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.com.au/software/343887/klaus?page=2) > 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 schedule trainings to help struggling agents. Zendesk QA helps customer support organizations improve CX by automating QA operations to drive revenue, boost CSAT, reduce churn, and cut the cost of CX operations. > > Verdict: Rated **4.9/5** by 23 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.9/5** | 23 Reviews | | Ease of Use | 4.9/5 | Based on overall reviews | | Customer Support | 4.8/5 | Based on overall reviews | | Value for Money | 4.8/5 | Based on overall reviews | | Features | 4.6/5 | Based on overall reviews | | Recommendation percentage | 100% | (10/10 Likelihood to recommend) | ## About the vendor - **Company**: Zendesk - **Location**: San Francisco, US - **Founded**: 2007 ## Commercial Context - **Pricing model**: Per User (Free Trial) - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based - **Supported Languages**: English, Portuguese - **Available Countries**: Albania, Andorra, Anguilla, Antigua and Barbuda, Aruba, Austria, Bahamas, Barbados, Belarus, Belgium, Belize, Bermuda, Bosnia and Herzegovina, British Virgin Islands, Bulgaria, Canada, Cayman Islands, Costa Rica, Croatia, Cuba and 69 more ## Features - AI/Machine Learning - API - Activity Dashboard - Alerts/Escalation - Call Center Management - Call Recording - Collaboration Tools - Customer Experience Management - Customer Surveys - Employee Coaching Tools - Feedback Management - KPI Monitoring - Multi-Channel Communication - Multiple Scoring Models - Process/Workflow Automation - Quality Management - Reporting & Statistics - Reporting/Analytics - Sentiment Analysis - Surveys & Feedback ## Integrations (22 total) - Aircall - Assembled - CallHippo - Dixa - Drift - Freshdesk - Geckoboard - Gorgias - Help Scout - Helpshift - Intercom - Kayako - Kustomer - LiveAgent - LiveChat ... and 7 more integrations ## Support Options - FAQs/Forum - Knowledge Base - Chat ## Category - [Customer Service Software](https://www.softwareadvice.com.au/directory/255/customer-service/software) ## Related Categories - [Customer Service Software](https://www.softwareadvice.com.au/directory/255/customer-service/software) - [Contact Centre Quality Assurance Software](https://www.softwareadvice.com.au/directory/4478/quality-assurance/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.com.au/software/2764/salesforce-sales-cloud) — 4.4/5 (18768 reviews) 2. [Zendesk Suite](https://www.softwareadvice.com.au/software/26892/zendesk-talk) — 4.4/5 (4072 reviews) 3. [LiveChat](https://www.softwareadvice.com.au/software/27068/livechat) — 4.6/5 (1715 reviews) 4. [LiveAgent](https://www.softwareadvice.com.au/software/109980/liveagent) — 4.7/5 (1753 reviews) 5. [Milvus](https://www.softwareadvice.com.au/software/246233/milvus) — 4.8/5 (298 reviews) ## Reviews ### "Great C-SAT Software" — 5.0/5 > **Shari** | *2 July 2022* | Consumer Services | Recommendation rating: 9.0/10 > > **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. ----- ### "Qualitista wins\!" — 5.0/5 > **Sarah** | *9 May 2019* | Leisure, Travel & Tourism | Recommendation rating: 8.0/10 > > **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 :) ----- ### "Zendesk, a great helpdesk one can ever experience" — 5.0/5 > **Verified Reviewer** | *17 June 2024* | Marketing & Advertising | Recommendation rating: 8.0/10 > > **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) ----- ### "Valuable tool to improve quality of Customer Support teams" — 5.0/5 > **Deniz** | *2 September 2025* | Insurance | Recommendation rating: 10.0/10 > > **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. > > 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. ----- ### "Best of Zendesk QA" — 5.0/5 > **Verified Reviewer** | *1 February 2025* | Computer Software | Recommendation rating: 10.0/10 > > **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. > > This platform provides a structured way to manage quality assurance, making it easier to track and evaluate customer interactions. ----- Page: 1 / 2\ Next: [Next page](https://www.softwareadvice.com.au/software/343887/klaus?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.com.au/software/343887/klaus) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data