Announcing the real-time QA insights EAP

Announced on | Rollout on
September 30, 2025 | September 30, 2025

Zendesk is pleased to announce that the real-time QA insights early access program (EAP) is now available. Real-time QA insights leverage AI to help you detect predefined concerns in ticket conversations as they're happening.

You can sign up for the EAP here if you have either the QA or Copilot add-on.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Real-time QA insights leverage AI to detect predefined concerns in ticket conversations as they happen. These concerns include:

Privacy

Vulnerability

Abuse

Churn risks

Unresolved issues

When the EAP is enabled for your account, your open tickets are analyzed by AI on a per-message basis so that potential critical issues are surfaced. Real-time QA insights appear in the Agent Workspace and Agent Home. Admins can also set up triggers to automate workflows when specific insights are detected.

Why is Zendesk making this change?

We want to help support teams take immediate action on critical issues while they are happening - not after the fact. By surfacing real-time concerns like potential abuse, churn risk, or unresolved issues, teams can prevent escalations, guide agents live, and dramatically improve customer outcomes.

What do I need to do?

You can sign up for the EAP here if you have either the QA or Copilot add-on.

Enable access for your team: Admins can configure permissions by creating or editing custom roles with QA insights access.

Leverage automation: Use QA insight tags and fields in triggers and automations to streamline workflows when critical issues are detected. To learn more, see Real-time QA insights.

If you have feedback or questions related to this announcement, visit our EAP community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.