--- title: "Zendesk QA Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Zendesk QA Software - reviews, pricing plans, popular comparisons to other Contact Center Quality Assurance products and more." source_url: "https://www.capterra.com/p/180104/Klaus/" page_type: "product" language: "en" publication_date: "2026-09-29" --- # Zendesk QA Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 29, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Zendesk QA ## What is Zendesk QA? 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. ## What is Zendesk QA used for? [Customer Service](https://www.capterra.com/customer-service-software/)[Contact Center Quality Assurance](https://www.capterra.com/contact-center-quality-assurance-software/) Overall rating Based on 24 user reviews Reviews sentiment Positive 100% Neutral 0% Negative 0% Starting price Free trial available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... ## Zendesk QA alternatives Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.4 (18,813)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.5 (3,494)](https://www.capterra.com/p/124981/Freshdesk/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,094)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/180104/Klaus/alternatives/) ## FAQs about Zendesk QA Overview ### Which roles and teams benefit most from Zendesk QA? Zendesk QA benefits customer support and customer experience teams, including support specialists, team leads, and service managers, who review tickets and maintain response standards. Quality assurance and training professionals use it to score interactions, identify coaching needs, and track agent performance. Support and operations leaders monitor escalations, quality trends, and service delivery. Answer based on 24 reviews Overview ### What company size and industries is Zendesk QA built for? Zendesk QA is for small customer service teams, which represent 62% of reviewers, especially in Computer Software (29%). It supports teams managing QA as support interactions increase across channels. Midsize businesses account for 29% of reviewers, while Consumer Services and IT Services each represent 17%; customer service is the main use case (58%). Answer based on 24 reviews Features and Usability ### What are the key features of Zendesk QA? Zendesk QA offers quality management tools with multiple scoring models, employee coaching tools, and call recording for review workflows. It also includes AI/Machine Learning, sentiment analysis, KPI monitoring, real-time analytics, reporting & statistics, workflow automation, and alerts/escalation for tracking performance across multi-channel communication. Integrations ### Which third-party tools and platforms does Zendesk QA integrate with? Zendesk QA integrates with 20 third-party tools and platforms, including customer support and communication apps like Aircall, Assembled, CallHippo, Dixa, Drift, Freshdesk, Gorgias, Help Scout, Intercom, and Slack. It also connects with Okta, OAuth, Salesforce Service Cloud, Talkdesk, LiveAgent, LiveChat, Helpshift, Kustomer, Kayako, and Geckoboard. Answer based on 3 reviews Getting Started and Support ### What training and onboarding options does Zendesk QA offer? Zendesk QA provides in person training, live online sessions, webinars, documentation, and videos. In person and live online options support guided instruction, webinars cover scheduled group learning, documentation offers written reference material, and videos provide self-paced demonstrations of features and setup steps. Answer based on 2 reviews Getting Started and Support ### What customer support options does Zendesk QA offer? Zendesk QA provides FAQ/Forum, a Knowledge Base, and Chat for support. Users describe the help experience as intuitive and responsive, with issues often addressed quickly and customer service seen as helpful. Some also mention that community-style resources add convenience when getting answers and guidance. Answer based on 6 reviews ## Features AI summary Based on 219 Contact Center Quality Assurance reviews Capterra data shows that buyers of Contact Center Quality Assurance software rank the following features as their top priorities: - **Call Recording** (**65%** of reviewers rated this feature as critical) - **Quality Management** (**52%**) - **Call Routing** (**70%**) Zendesk QA includes **Call Recording** and **Quality Management**, giving teams the tools to review customer interactions and monitor service standards over time. However, it does not offer **Call Routing**. Instead, it provides **Reporting/Analytics** (**50%**) and **Feedback Management** (**56%**), which help teams track performance trends and collect input on agent interactions, helping businesses improve coaching, maintain quality, and make better service decisions. Quality Management 5.0 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Reporting/Analytics 4.9 (7) 71.43% of 7 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Feedback Management 5.0 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Third-Party Integrations 5.0 (7) 71.43% of 7 reviewers that rated this feature as important or highly important Set up connections to third-party platforms to improve business processes Alerts/Escalation 5.0 (3) 100.00% of 3 reviewers that rated this feature as important or highly important System alerts about the need to escalate an issue or request Call Center Management 5.0 (3) 66.67% of 3 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Zendesk QA 21 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - AI/Machine Learning: Software program that continuously adjusts its behavior based on observed data - Alerts/Escalation: System alerts about the need to escalate an issue or request - API: Application programming interface that allows for integration with other systems/databases - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Recording: Record the audio of phone conversations for quality assurance purposes - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Customer Experience Management: Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. - Customer Surveys: Tool to send questionnaires to customers to gauge feedback - Employee Coaching Tools: Conduct & deliver coaching sessions to improve employee performance or facilitate development - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - KPI Monitoring: Tracking the status of previously identified performance measurements - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multiple Scoring Models: Create multiple models or equations for generating scores - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Sentiment Analysis: Categorize emotions expressed and identify if they are positive, negative or neutral - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Workflow Automation: Streamlining repetitive tasks and activities through automated and predefined workflows --- Get Advice We can help you find the software with the features you need. Features 4.6 (24) 4.6 Based on 24 reviews ## Pricing Value for money 4.9 (20) Value for money 4.9 (20) 4.9 Based on 20 reviews ## Integrations [ Slack](https://www.capterra.com/p/135003/Slack/)[ Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ LiveAgent](https://www.capterra.com/p/102188/LiveAgent/)[ LiveChat](https://www.capterra.com/p/62194/LiveChat/)[ Okta](https://www.capterra.com/p/119653/Okta/)[ Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/)[ Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.9 (21) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.9 (21) 4.9 Based on 21 reviews ## User reviews Overall rating 4.9 Based on 24 reviews Filter by rating 5(22) 4(2) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent Jose Gerardo R. Customer service manager Logistics and Supply Chain ### "Great tool for improving customer service quality and agent coaching" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 16, 2026 Our overall expercience have been very positive. We have a customer service team handling a large number of conversations related to moving schedules, deliveries, inventory questions, claims and general customer concerns, so mantainng consistency is very importan for us. Pros Is the ability to evaluate a much larger number of customer interactions and have everything organized in on place. Cons There is a bit of learning curve in the beginning, especially when setting up the scorecards and deciding which criteria are actually important for your team. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. DK Deniz K. Senior Manager Customer Support Insurance ### "Valuable tool to improve quality of Customer Support teams" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 September 2, 2025 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. 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. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User developer Computer Software ### "Best of Zendesk QA" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 1, 2025 This platform provides a structured way to manage quality assurance, making it easier to track and evaluate customer interactions. 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. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DM David M. Escalations Specialist Consumer Services ### "Zendesk QA is great for quality check purposes, recommended." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 November 1, 2024 It has been great for writing quality audits since it makes it easier with the web browser extension. I can look at the ticket that I'm auditing while writing the review and have the complete functionality of the complete webpage. Really great! Pros Easy solution for making reviews or quality audits on coworkers. It keeps track of everything, being able to link it with our ticketing system and create custom scorecards. Great stuff with a good sense of humor. Cons Filtering reports can be quite bothersome if there are a lot of agents to search from since the interface gets quite slow. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AN Anonymous User Associate Director Marketing and Advertising ### "Zendesk, a great helpdesk one can ever experience " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 June 17, 2024 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) Switched from [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SL shannon L. Customer Operations Manager Financial Services ### "Great !" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 6, 2023 Keep me accountable, and makes marking fun and engaging. Great for getting buy-in and also colleagues on board. Quiz features are also great and the short courses they provide and the community is a perfect addition. Pros It's fun, and super intuitive and the customer service is great - all great things to make a product truly work for you. Cons The only thing I have slight issues with would be the delay in CSAT being pulled and sent and the conversation filters aren't as customisable as I'd like, but this doesn't deter from the overall experience. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. FK Fotios K. Customer Support Team Lead Computer Software ### "Klaus has the best UI in the business." 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 December 8, 2022 I like the UI and I particularly like the reporting it allows. It goes quite deep. Pros We just moved over to Klaus a few months ago and it has helped my team track our teams' performance more accurately. Cons It takes a minute to get acquainted with it but then it rocks. Switched from [Playvox](https://www.capterra.com/p/164542/playvox/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JG Jonny G. Sr. Customer Experience Manager Consumer Goods ### "Game Changer" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 8, 2022 Pros The platform is easy to use and set-up. It has been valuable with coaching and providing feedback to the agents. I also love how they are constantly improving the platform. Cons I wish that the coaching form was more customizable. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Shari G. Management Consultant Lead Consumer Services ### "Great C-SAT Software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 July 2, 2022 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. Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JT Juraj T. Marketer Computer Software ### "Excellent conversation review tool" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 August 12, 2021 Pros Platform that is very easy and fun to use. Friendly and clean UI with everything that we need in one place. Their customer support is just awesome - very responsive! Cons We haven't encountered any dealbreaking issues. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/180104/Klaus/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.