Enterprise DNA

Instead of Zendesk QA

Stop renting Zendesk QA. Own your service quality desk.

We build your scorecards, bring your Zendesk QA history across and shape the review and coaching process around your team. Enterprise DNA runs your version for you.

Zendesk lists its Quality Assurance add-on at US$35 per agent per month, paid yearly, on its Employee Service pricing page. That is US$420 per agent each year, in addition to the base service plan.

Get your version built See it working
  • check_circleYour data in a database you own
  • check_circleOpen source, no lock-in
  • check_circleBuilt and run by Enterprise DNA

What the subscription buys

A recurring charge around your own quality standards

Zendesk QA adds a quality layer to service operations. Its published Employee Service add-on price is US$35 per agent per month, paid yearly. Compare the parts your team actually uses before replacing them.

paid

Another charge per agent

The Quality Assurance add-on is priced separately from the underlying service plan. More licensed agents increase that recurring bill.

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Scorecard forms

Your quality categories, rating scales and priorities sit inside forms used to assess conversations. In your version, those standards stay with your records.

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Reviewer calibration

Reviewers score the same conversations and compare their decisions. Keep that meeting, the differences and the evidence in your own system.

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Coaching follow-through

The useful work is the next action, its owner and the observed outcome. Those records can stay attached to the assessment you own.

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Quality reporting

Zendesk provides quality dashboards. Your version joins review backlogs, contested scores and coaching commitments around the questions your manager asks.

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The history you need to leave with

Zendesk documents an export of reviews, category ratings, scores and comments. We check the available history and reconcile it before your team changes its review process.

What you own

A quality desk built around the decisions you make

Assessment

Show why a conversation earned its score

Review the source, rate each criterion and complete the assessment only when the evidence is recorded.

  • check Versioned standards with explicit weights and rating scales
  • check Critical failures remain visible even after coaching closes
  • check Clear reasons for scores and permitted exceptions
  • check Completed assessments retain their original evidence

Calibration

Find disagreement before it becomes a staff dispute

Compare reviewers on the same conversation while keeping practice scores separate from production results.

  • check Lowest and highest score for each calibration conversation
  • check Reviewer count beside every comparison
  • check Calibration excluded from performance averages
  • check Join reviewer differences to the exact version of your standards

Coaching and appeals

Keep the next action attached to its evidence

Follow coaching commitments and contested assessments through an explicit decision.

  • check Owners and due dates for every coaching action
  • check Open disputes excluded from performance averages
  • check Independent appeal decisions with a recorded reason
  • check Upheld appeals return the conversation to the review queue

Ownership

Keep history without hiding where it came from

Your original Zendesk QA results remain readable while new reviews use your own standards.

  • check Original review identifiers and source scores retained
  • check Source ratings and comments preserved with each imported review
  • check Repeated identical imports create no duplicate history
  • check Your evidence checks, assessment records and weekly reports in one place

Make it yours

Design your own Zendesk QA replacement

Everything starts from the open-source base. Then it gets your name, the parts you run, your rules and your data from Zendesk QA. Try it here, and we build the real one.

2. What it runs

3. Make it fit

4. Your colour

Your business · your Zendesk QA replacement Your version
YB Your business

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Answered from your own database

Build my version

We build it from the open-source base, bring your Zendesk QA data across and run it for you.

What it looks like

Ask it like you would ask a colleague

Real answers from the demo data that ships with Service Quality for Claude Code. It runs in Claude Code inside the Claude app, so it feels like any chat you already use.

forum

Service Quality for Claude Code

Connected to your own database

Which conversations still need a quality review?

C-103

Name
Account access enquiry
Agent
Maya Chen
Channel
phone
Review due
2026-10-07
Days overdue
10

C-104

Name
Product availability
Agent
Alex Hart
Channel
email
Review due
2026-10-19
Days overdue
-2

Ask it anything

Questions your quality desk answers across the records

Ten checks the free base runs today. These combine reviews, coaching and appeals. They do not claim that Zendesk cannot produce an equivalent custom report.

chat_bubble Which overdue conversations have no production review?
chat_bubble Which critical failures still have overdue coaching?
chat_bubble Where do reviewers disagree on the same conversation?
chat_bubble Which disputed scores are excluded from performance averages?
chat_bubble Which teams have the largest overdue review backlog?
chat_bubble Which conversation records need a retention decision?
chat_bubble Which source conversations lack purpose or evidence?
chat_bubble Which agents have both coaching due and an open appeal?
chat_bubble Which scorecard versions are driving critical failures?
chat_bubble Which coaching commitments fall due in the next week?

Switching

How to switch from Zendesk QA

A move usually involves saving and checking your review history, importing it into the new database, then running both quality processes side by side briefly before you stop using Zendesk QA.

  1. 1

    Save your review history

    Ask an administrator to save Zendesk QA’s native review export and collect every page before importing. The documented export is JSON, not a universal CSV export. It includes review scores, ratings, review comments, conversation comments and identifiers. Voice transcripts and dashboard metrics are not included. Keep the saved export available so you can compare its record count with the imported history.

  2. 2

    Preview the import

    Load the saved export into the new database using the import preview first. The preview lets you check the records and count before you make the import. If you are using the free base, have someone comfortable with the database setup handle this step. The imported Zendesk scores remain historical records, separate from the new scoring system.

  3. 3

    Check the import results

    Review any warnings or records the preview does not accept, and compare its count with the pages you collected from Zendesk QA. If the counts differ, check that the export includes every page before proceeding. After the import, check the stored history against the source export. Do not treat historical scores as if they were scored under your new standards.

  4. 4

    Run both side by side

    Keep Zendesk QA available while you use the new database for your quality process for a short period. Compare the review records and counts, and check that reviewers can complete assessments and follow coaching in the new setup. Use this period to spot gaps in your fields, standards or operating process before you stop relying on the old quality desk.

  5. 5

    Switch off Zendesk QA

    Once you have checked the imported history and confirmed the new quality process is working for your team, stop using Zendesk QA for quality reviews. Keep the helpdesk that handles customer requests. Replacing the quality desk does not mean replacing the helpdesk, and the imported records stay in your database as historical records.

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Where the real effort goes

The main work is usually mapping your fields and review rules to the new setup, then deciding how much history to bring across and checking that the export is complete. The free base imports saved review history, but it does not automatically recreate every part of your process. If Enterprise DNA runs your version, they bring your available history across and build your fields and standards.

Not ready for a call?

Get your Zendesk QA switch plan by email

We will send you the step-by-step plan for moving your business off Zendesk QA, what the move really involves, and how we would do it for you.

One email with your plan. No spam, and you can unsubscribe any time.

Choose your level of help

Do it yourself, customise it, or have us run it

Open source

Do it yourself

Free, open source

  1. 1 Clone the repo and run npm install, npm test and npm run demo
  2. 2 Open it in Claude Code, Codex, OpenCode or Cursor
  3. 3 Have your administrator save the Zendesk QA JSON export, collect every page and preview import zendesk
  4. 4 Reconcile the history, configure your scorecards and start with /weekly-review
Get it on GitHub

Built around your business

We customise it

One setup fee, then a retainer

  • check Your quality standards, escalation rules and coaching process
  • check Your Zendesk QA history checked and brought across
  • check A team screen or different stack if you need one
  • check Helpdesk connections and automatic assessments scoped to your operation
Get your version built

Omni by Enterprise DNA

We run it for you

One setup fee, then a retainer

  • check Installed in a database your business owns
  • check Your agreed review and reporting routines maintained
  • check Access, backups and connections operated for you
  • check Run through Omni by Enterprise DNA with someone responsible for the system
Book a call with Sam

Questions

Instead of Zendesk QA, answered

Does this replace our helpdesk as well? expand_more

The free base replaces the manual quality desk: assessments, reviewer calibration, coaching and appeals. Keep the helpdesk that handles customer requests. Enterprise DNA scopes the connections, team screens and automatic assessment your version needs.

What does Zendesk QA cost? expand_more

Zendesk lists Quality Assurance at US$35 per agent per month, paid yearly, on its Employee Service pricing page. That is US$420 per agent each year for the add-on. The base service plan is separate. Confirm the package and terms on your own quote.

Will our existing review history carry across? expand_more

The free base imports a saved Zendesk QA export of reviews with source scores, ratings and comments. An administrator must collect the export and all its pages first. Historical scores stay separate from your new standards. We reconcile the records and scope any additional coaching or appeal history during setup.

How do we keep assessments fair and traceable? expand_more

Completed assessments keep their evidence. Calibration stays outside performance averages, and disputed results are excluded while an appeal is open. A different person decides the appeal. These controls support your review process, and your people still make the judgment.

Can Enterprise DNA build and operate our version? expand_more

Yes. We bring your available history across, build your fields and standards, and agree the access, reports and connections your team needs. Your version runs through Omni by Enterprise DNA for one setup fee, then a retainer.

Own the quality process your team is judged on

Book 30 minutes with Sam. Bring your Zendesk QA bill and the review process your team follows. We will map the history, standards and connections your own version needs.

Book a call with Sam Get the free version

Service Quality for Claude Code is free and open source, published by Enterprise DNA.

Done paying for Zendesk QA?

Get your version built