# Zendesk QA Software Pricing, Alternatives & More 2026 | Capterra > 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: https://www.capterra.com/p/180104/Klaus --- # Zendesk QA Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[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 23 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 [4.4 (4,078)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (2,212)](https://www.capterra.com/p/169505/Zoho-Desk/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (1,132)](https://www.capterra.com/p/134347/Intercom/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [4.5 (824)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/180104/Klaus/alternatives/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. 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 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 Multi-Channel Communication 5.0 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Process/Workflow Automation 5.0 (3) 33.33% of 3 reviewers that rated this feature as important or highly important Streamlining repetitive tasks and activities through automated and predefined workflows 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. Activity Dashboard 5.0 (2) 50.00% of 2 reviewers that rated this feature as important or highly important Dashboard to view the status of ongoing processes, identify current incidents and track past activities Zendesk QA 21 features Dashboard to view the status of ongoing processes, identify current incidents and track past activities Software program that continuously adjusts its behavior based on observed data System alerts about the need to escalate an issue or request Application programming interface that allows for integration with other systems/databases Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Record the audio of phone conversations for quality assurance purposes Provides a channel for team members to share media files, communicate, and work together Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Tool to send questionnaires to customers to gauge feedback Conduct & deliver coaching sessions to improve employee performance or facilitate development Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Tracking the status of previously identified performance measurements Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Create multiple models or equations for generating scores Streamlining repetitive tasks and activities through automated and predefined workflows Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Gauge satisfaction and receive information for improvement and success Set up connections to third-party platforms to improve business processes Get Advice We can help you find the software with the features you need. Features 4.6 (23) 4.6 Based on 23 reviews ## Pricing Value for money 4.8 (19) ### Starting price Free trial available Value for money 4.8 (19) 4.8 Based on 19 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/)[ Intercom](https://www.capterra.com/p/134347/Intercom/)[ Okta](https://www.capterra.com/p/119653/Okta/)[ Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) 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 (20) 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 (20) 4.9 Based on 20 reviews ## User reviews Overall rating 4.9 Based on 23 reviews Filter by rating 5(21) 4(2) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent 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. AU 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. AU 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. PJ Paul Jordan U. Customer Support Representative Broadcast Media ### "How Klaus Makes QA Feedback A Great Experience" 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 May 12, 2021 Klaus enabled us to personalize feedbacks and empower both the Evaluator and the Receiver an equal opportunity to discuss a Specific Conversation. This scenario is definitely a top choice for startups or even Enterprise companies alike. Pros Being able to access Klaus anywhere at any time is really handy as I can check on my latest or previous QA feedbacks when I need it. Cons It does not load as fast as I would expect from a web application that is integrated with our chat tool but it still does the job pretty well given the few seconds of wait time. 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. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)