Quality Assurance
Freshby Zendesk
Automated QA scoring across all conversations with coach workflow and trend reportingQA teams spot-checking small ticket samples who need systematic coverage and data-driven coaching
Automated conversation scoring that evaluates 100% of human and AI agent interactions against configurable rubrics and surfaces coaching targets.
Features
Omnichannel Routingpaid onlySkills-Based Routingpaid onlyTriggers & Automation Rulesall plansMacros & Saved Repliesall plansSLA Managementpaid onlyIVR (Interactive Voice Response)paid onlyApproval Workflowsenterprise onlyWorkforce Scheduling & Forecastingpaid onlyAI Agents (autonomous bot resolution)paid onlyCopilot (proactive agent assistant)paid onlyIntelligent Triage (AI classification)enterprise onlyAuto Assist (AI resolution suggestions)enterprise onlyGenerative AI Writing Toolspaid onlyVoice AI Agents (multilingual)paid onlyAdmin Copilotpaid onlyCSAT Surveyspaid onlyPre-built Dashboardspaid onlyCustom Report Builderpaid onlyQuality Assurance (auto conversation scoring)paid onlyMarketplace (1,800+ apps & integrations)all plansAction Builder (no-code workflow integrations)paid onlyMicrosoft 365 Support Assistantpaid onlySandbox Environmententerprise onlyCustom Agent Rolesenterprise onlySession Duration Enforcementpaid onlyAI Governance Controlsenterprise only
More from Zendesk
- AI Agents
Conversational AI automation for ticket deflection and end-to-end resolution
- Contact Center (Voice)
VoIP call management with AI transcription, IVR, and autonomous voice agent routing
- Copilot
AI-assisted agent guidance with real-time context injection during active tickets
- Employee Service
Internal ITSM/HRSD ticket management with self-service portal and role-based access
- Knowledge Base (Guide)
Knowledge management and self-service content publishing with bot integration
- Messaging & Live Chat
Real-time and async messaging across web, mobile, and third-party social channels