Automated Quality Assurance with Zendesk QA
Excellent customer service is not only about fast response times – it’s about consistent quality.
With Zendesk’s automated QA, your support becomes measurable, scalable, and continuously improving.
Proven results*:
76% higher customer satisfaction
20% shorter handling times
70% less time spent on QA
100% of customer interactions analyzed
*All data from Zendesk
Why quality assurance matters
Customers expect clear, competent, and empathetic support. To deliver that, service quality must be reviewed regularly and objectively.
Traditional quality checks often fail to capture the full picture:
- Only 2–5% of tickets are reviewed manually
- Evaluations are subjective and inconsistent
- Many insights remain undiscovered
The result: a lot of effort, little improvement, and limited understanding of what customers actually experience.
From random sampling to full analysis
Zendesk QA changes how quality is measured.
Instead of random manual checks, the system analyzes every interaction automatically – across all channels: email, chat, phone (Voice QA), and AI-driven conversations (AI Agent QA).
Artificial intelligence detects patterns, risks, and opportunities in real time. Zendesk QA helps your team
- identify potential escalations early
- uncover recurring issues and weak points
- base coaching on clear, objective data
Your QA team stays in control – the AI only provides clarity, not conclusions.
Measurable results with Zendesk QA
Zendesk QA delivers measurable improvements:
+10%
customer satisfaction
-20%
processing time
-70%
time spent on QA analyses
Implementation is simple. No tagging, exports, or extra tools are required – QA is built directly into Zendesk and works automatically once activated.
*All data from Zendesk
| Feature | Manual QA | Zendesk QA |
|---|---|---|
| Coverage | 2-5 % of the tickets | 100 % of the tickets |
| Analysis pace | Minutes per ticket | Seconds per ticket |
| Objectivity | Subjective | AI-supported standard criteria |
| Scalability | Very limited | Scales automatically |
| Price-performance | High effort, little result | 35 $ per agent/month + 0.01 $/minute |
Core features of Zendesk QA*
AutoQA scoring
The AI evaluates tickets against predefined quality standards and provides transparent insights into individual and team performance.
Spotlight filter
Automatically detects escalations, unclear responses, and signs of frustration – so you can focus coaching where it has the most impact.
Voice QA
Analyzes phone conversations for tone and sentiment. Escalations are detected early, and trends in voice support become visible.
AI Agent QA
Evaluates chatbot and self-service interactions to continuously improve your automated support.
Manual QA remains available at any time – now you simply know where it matters most.
The five key evaluation criteria
Zendesk QA reviews every interaction in real time using consistent, AI-based standards. Each conversation is analyzed across five key criteria:
Escalation detection
- Critical situations are recognized with more than 90% accuracy, enabling teams to act before an escalation occurs.
Sentiment analysis
- The AI tracks tone and emotion within each exchange. Up to 42% of potential churn risks can be identified and prevented early.
Response quality
- Every reply is checked for completeness, clarity, and tone. This supports better communication habits and helps agents improve continuously.
Time management
- Delays and bottlenecks are flagged automatically, allowing data-driven adjustments for faster resolutions.
Compliance assurance
- All interactions are reviewed for compliance with data protection laws, industry regulations, and internal SLAs.
Result: consistent evaluations, clear feedback, and measurable improvements in service quality.
Success stories: QA in practice
Companies using Zendesk QA see visible, measurable results:
- An e-commerce retailer increased customer satisfaction by 12% and reduced handling times by 20%.
- A technology support team cut QA time by 70%, freeing resources for coaching and agent development.
Industry-specific QA insights
Every industry has unique standards and challenges.
Zendesk QA provides tailored insights for each use case:
E-Commerce
Challenges
High volumes, short response times
QA Solutions
Prioritizes urgent cases, recognizes product samples
Financial services
Challenges
Rigor Compliance
QA Solutions
Checks guidelines automatically, GDPR-compliant
Software & IT
Herausforderungen
Komplexe technische Anfragen
QA Solutions
Recognizes technical patterns, analyzes solution history
Healthcare
Challenges
Data protection & empathy
QA Solutions
Checks tonality, recognizes sensitive topics
Travel & Hospitality
Challenges
Personalization & speed
QA Solutions
Escalation analysis, individual customer loyalty
Industry-wide impact:
30% fewer recurring requests
Higher first-contact resolution
Consistently higher CSAT scores
Zendesk QA + Zendesk WFM = smarter service
Zendesk QA is part of the Zendesk Workforce Engagement Management (WEM) suite. Together with Zendesk WFM – originally developed from Tymeshift – it helps teams plan resources more intelligently and improve efficiency through data-driven insights.
By combining both solutions, service teams gain a complete picture:
QA shows where quality can improve, while WFM ensures the right people are available at the right time.
The result is smarter scheduling, better coaching, and a measurable impact on customer satisfaction.
Easy to implement. Start immediately.
Zendesk QA integrates directly into your Zendesk Suite – no additional tools, exports, or interfaces are needed.
Implementation is straightforward and typically includes:
Analysis of current processes
Definition of QA rules
Setup in Zendesk
Monitoring & optimization
Comprehensive analysis of current QA processes: The add-on evaluates existing quality assurance processes and identifies optimization potential.
Definition of QA rules according to individual requirements: You adapt the criteria and metrics to the specific needs of your company.
Setup in Zendesk – without additional software: Zendesk QA is integrated directly into Zendesk as an add-on, so no complex implementation is required. For assistance with setup, please contact your leading Zendesk experts in the DACH region.
Training & monitoring: To ensure that you achieve the best results, our team will be happy to provide you with long-term support and guidance on how to get the most out of Zendesk QA, for example through training.
* All data from Zendesk
Let’s rethink quality assurance together
Quality assurance isn’t an add-on – it’s the foundation of excellent customer service.
With Zendesk QA, you can automatically analyze every interaction, uncover patterns, and identify areas for improvement with precision.
The result: better insights, fairer evaluations, and more confident decisions for your support team.
If you’re already using Zendesk, activating QA takes only a few clicks. As a Zendesk Premier Partner in the DACH region, Leafworks helps you bring structure and transparency to your quality processes – from the first analysis to full-scale implementation. Together, we make quality measurable and your service sustainably better.
Curious to see how it works in practice?
Let’s talk – or explore Zendesk QA in an interactive demo and experience how quality assurance can truly drive customer satisfaction.
Maik Isernhinke
Zendesk expert
- Zendesk Workforce-Management
- Zendesk Quality Assurance
- Zendesk Employee Service
- Integrations (CRM, ERP)
- Automations
- Digital Transformation
- Custom MVPs
Some of our customers
We serve a variety of customers (300+) in the customer service environment.
Our customers include startups with 3 agents to large organizations operating in 30 countries with 999+ employees.
‘Thanks to Leafworks, we had a CSM ready for use in a short space of time. Even after the launch, Leafworks supported us quickly and easily, both with ad hoc solutions and best-practice recommendations. The speed and simplicity of the support, the knowledge of our setup and the creative solutions are impressive.’
“With the help of Leafworks, we managed to complete a mammoth project without a negative impact on users and customers. On the contrary – we were able to standardize customer satisfaction across the entire Staffbase group at a high level and can now offer efficient multi-product support.”
“The cooperation with Leafworks was very pleasant and professional. The transition to a new support system was a big step for us. Leafworks understood our needs very well, communicated opportunities and obstacles clearly, and provided us with excellent advice during the transformation process.”
“The collaboration with Zendesk and Leafworks was characterized by utmost professionalism and reliability from start to finish! […] We were able to start 2 months after the go-live decision and had hardly any teething problems, which is amazing for such a big project.”
Other Customers
FAQ Zendesk Quality Assurance
Zendesk QA is a paid add-on that is already integrated into Zendesk and can be used without additional software.
Yes, the criteria are flexibly customizable and can be defined according to your specific requirements.
No, Zendesk QA supplements manual quality assurance. It significantly reduces manual effort and allows you to concentrate on the most important cases.
Implementation is quick and straightforward, as Zendesk QA is already integrated into Zendesk. As usual, you can count on Leafworks support for individual customization and optimization.
Zendesk QA supports email, chat, phone (Voice QA) and AI-driven bots (AI Agent QA) to ensure comprehensive analysis of all customer interactions.
By automatically identifying recurring problems and potential for improvement, companies can work on targeted solutions that reduce the number of repeated inquiries in the long term.
