About Zendesk QA
Zendesk QA, formerly Klaus, is an add-on for Zendesk Support and Suite plans. It reviews conversations with AI against categories such as empathy and solution, and flags risks like churn and escalations.
Best for
Teams that run all their support in Zendesk and want QA inside the same product.
About Assay
Checks every call, chat and email against your QA scorecard, links each result to the line in the transcript, and sends uncertain ones to a person.
Best for
QA, compliance and team leads who need every conversation checked, with evidence they can show an auditor.
Side by side
| Question | Zendesk QA | Assay |
|---|---|---|
| Where it runs | Inside Zendesk, as a paid add-on | Its own app, connected to Zendesk and other tools |
| What is checked | Built-in categories plus custom criteria | Your own scorecard, written as plain English rules |
| How results are given | Category scores | Yes, no or not sure for each rule, with a measured confidence |
| Evidence | Review comments and highlights | The real line from the transcript behind every result |
| Uncertain results | Reviewed by your team as you choose | Always sent to a person, plus a random share of passes |
Descriptions of other products are based on how they describe themselves publicly and may change. If something here is out of date, tell us and we’ll correct it.
Questions
- Is Assay a Zendesk QA alternative?
- Yes. Assay imports solved Zendesk tickets every 15 minutes and checks them against your own rules. It also works with Freshdesk, Intercom, Front, Gorgias and recorded calls, so QA doesn’t depend on one helpdesk.
- Do I need a Zendesk add-on to use Assay?
- No. You connect Zendesk with an API token from Admin Center. Nothing is installed in Zendesk.
Try it on your own calls
Tell us about your team. We’ll reply within two working days to set up a trial with 50 of your transcripts and your current scorecard.
- No card or contract for the trial
- Your conversations are never used to train models
- We go through the results with you
Thanks, we’ve got it.
We’ll be in touch within two working days.