Teams | Collaboration | Customer Service | Project Management

As AI agents handle more customer conversations, knowing how they perform matters. AI Agent QA lets teams evaluate AI agent conversations using the same QA tools as human agents. Automatically or manually review bot interactions with scorecards, track results in dashboards, and monitor key metrics like escalations to refine AI workflows and improve support quality. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Planning staffing around campaigns, holidays, or unexpected volume shifts is hard with a single forecast. WFM Forecast Scenarios let you create and compare multiple forecasts for each workstream. Adjust algorithms, historical data, and volume assumptions to test different scenarios—then activate the one that best fits your staffing needs without disrupting existing forecasts. Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.

Learn to set up IVR menus, greetings, and routes to let customers choose where to send their phone calls.

Zendesk makes customer and employee service better. We build software to meet customer and employee needs, set your team up for success, and keep your business in sync.