Teams | Collaboration | Customer Service | Project Management

Quality Score helps support teams automatically evaluate service quality across every solved interaction — without relying on limited manual review samples or customer surveys. Using customizable scorecards, weighted evaluation categories, and automated QA scoring, teams can identify coaching opportunities, uncover quality gaps, and better understand customer experience trends across support operations.

Support inboxes aren't just filled with customer requests. They're also flooded with spam, promotional emails, automated notifications, and other non-support conversations that distract agents from customers who actually need help. Freshdesk's Email AI Agent clears that noise out on its own, auto-closing the spam and non-support stuff, and flagging anything it's unsure about for a human to check. Your team gets to focus on the customers who actually need them.

Automate high-volume customer service emails with Freshdesk's AI agent that resolves repetitive queries, maintains context across follow-ups, and escalates only when human intervention is needed. See Freshdesk's Email AI Agent in action. What is an AI agent in customer service? An AI agent is software that independently understands customer queries, retrieves answers from a knowledge base, and responds conversationally, without needing a human agent for every interaction.

Zendesk now enables businesses to deliver customer support directly within ChatGPT using their company knowledge and processes. Customers can get trusted business answers, complete support tasks like delivery changes, and escalate to human agents when needed — all within the ChatGPT experience. Best of all, every interaction is tracked in Zendesk for unified reporting, governance, and quality assurance so your business has visibility into this emergent channel.

The AI agent customer journey report helps teams visualize how customers move through AI-powered support experiences from start to resolution. Using an interactive conversation journey map, teams can identify successful automation paths, uncover where escalations happen, and spot opportunities to improve AI workflows. Filter by AI agent, channel, or use case to better understand how automated experiences perform across customer journeys.

Agentic AI for email helps AI agents resolve complex customer email requests with less back-and-forth and minimal setup. Built specifically for email support, AI agents can understand customer intent, answer multiple questions in a single response, execute business procedures through system integrations, and proactively gather missing information to move requests toward resolution faster. When needed, conversations escalate seamlessly to human agents with full context included.