Real-time QA insights (EAP)

<body>
<p id="docs-hc-snippet" style="display: none;">Real-time QA insights leverage AI to detect predefined concerns in live ticket conversations. For example, real-time QA insights can detect churn risks when users express extreme frustration or dissatisfaction. When insights are identified, potential critical issues are surfaced for your team members, helping them deliver better resolutions, prevent compliance violations, and route tickets to the appropriate groups promptly.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_zqa">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="addon_copilot">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Copilot</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Verified AI summary <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Real-time QA insights use AI to detect critical issues in live ticket conversations, helping you address privacy concerns, vulnerable or abusive customers, churn risks, and unresolved tickets. Insights appear in the Agent Workspace and Agent Home. You can control access with custom roles and automate workflows with triggers based on insights, enhancing your team's ability to resolve issues promptly and maintain service quality.</p>
</div>

<div class="body">

<div class="note attention">
<span class="attentiontitle"></span> Real-time QA insights are currently in an early access program (EAP).
If you have either the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834152730" target="_blank">QA or Copilot add-on</a>, you can sign up for the EAP by
contacting your Zendesk account representative.</div>
<p class="p">Real-time QA insights leverage AI to detect predefined concerns in live ticket
conversations. For example, real-time QA insights can detect churn risks when users
express extreme frustration or dissatisfaction. When insights are identified, potential
critical issues are surfaced for your team members, helping them deliver better
resolutions, prevent compliance violations, and route tickets to the appropriate groups
promptly.</p>
<p class="p">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.</p>
<iframe allowfullscreen="true" controls="controls" height="360" src="https://www.youtube.com/embed/UGbO6AdqG1M" width="640"></iframe>
<p class="p">Getting started with Zendesk QA: Real-time QA (1:53)</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_sjx_ns2_m2c__ul_vjt_zs2_m2c">
<li class="li"><a class="xref" href="#topic_lky_zs2_m2c">Understanding real-time QA insights</a></li>
<li class="li"><a class="xref" href="#topic_jsf_ljq_q3c">Adding real-time QA insights to ticket forms</a></li>
<li class="li"><a class="xref" href="#topic_jqy_st2_m2c">Viewing real-time QA insights in the Agent Workspace</a></li>
<li class="li"><a class="xref" href="#topic_xgq_22y_sgc">Viewing real-time QA insights in Agent Home</a></li>
<li class="li"><a class="xref" href="#topic_whd_x2y_sgc">Creating or editing custom roles to grant access to QA insights</a></li>
<li class="li"><a class="xref" href="#topic_xtm_2fy_sgc">Creating business rules to leverage QA insights in automated workflows</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lky_zs2_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Understanding real-time QA insights</h2>
<div class="body">
<div class="p">Real-time QA insights leverage AI to detect predefined concerns in ticket
conversations as they happen. These insights include:<ul class="ul" id="topic_lky_zs2_m2c__ul_d5b_kmx_sgc">
<li class="li">
<strong class="ph b">Privacy</strong>: Detected when a user raises a concern related to data or
cybersecurity, such as unsolicited access notifications, suspended security
flaws, account compromise, intellectual property violations, and requests
related to personal data.<p class="p">Identifying privacy concerns in live ticket
conversations can help team members identify suspicious activity alerts,
flag sharing of confidential information, and prevent data breaches
before they occur. </p>
</li>
<li class="li">
<strong class="ph b">Vulnerability</strong>: Detected when a user explicitly mentions experiencing
financial distress, physical or mental health challenges, addiction issues,
or situations that pose risks to their physical safety or well-being. This
insight isn't detected in conversations initiated by an agent or when the
initial message is automated or form-generated.<p class="p">Identifying users who may
be considered vulnerable allows your team members to offer timely
support, which can protect your users. </p>
</li>
<li class="li">
<strong class="ph b">Abuse</strong>: Detected when either a user is abusive towards an agent, or
when a user reports abusive treatment by staff. Signs of abuse include the
use of profanity, name-calling, offensive or disrespectful behaviour,
discriminatory remarks, or any form of aggressive or repeated
harassment.<p class="p">Identifying abusive users can help you address the
behavior immediately to ensure a safe workplace for your team.</p>
</li>
<li class="li">
<strong class="ph b">Churn risk</strong>: Detected when a user expresses extreme frustration,
disappointment, or dissatisfaction, especially when using capital letters or
excessive punctuation. Statements about seeking alternatives or threatening
to cancel a subscription, order, or account are also detected as churn
risks.<p class="p">Identifying churn risks allows you to take immediate action to
ensure retention.</p>
</li>
<li class="li">
<strong class="ph b">Unresolved issue</strong>: Detected when a user states they haven't received a
solution or satisfactory response, mentions repeated contact with support,
or reports that the problem continues to occur. <p class="p">Identifying unresolved
tickets can help you prioritize unresolved issues to fix problems in a
timely manner, prevent escalations, and improve service quality.
</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_bzz_3rx_sgc">
<h3 class="title topictitle3" id="ariaid-title3">Real-time QA insights EAP limitations</h3>
<div class="body">
<p class="p">The following limitations apply to real-time QA insights during the EAP:</p>
<ul class="ul" id="topic_bzz_3rx_sgc__ul_l25_xby_sgc">
<li class="li">Insights and their associated tags can't be edited or removed from
tickets.</li>
<li class="li">Only open tickets are analyzed for QA insights.</li>
<li class="li">QA insight detection is currently text-only and is not yet available for
call transcripts.</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jsf_ljq_q3c">
<h2 class="title topictitle2" id="ariaid-title4">Adding real-time QA insights to ticket forms</h2>
<div class="body">
<p class="p">To view real-time QA insights on your tickets, you must add the QA insights field to
your ticket forms. Add the field to each ticket form you want QA insights to appear
on.</p>
<div class="p">
<strong class="ph b">To add the QA insights field to a ticket form</strong><ol class="ol" id="topic_jsf_ljq_q3c__ol_mbc_fpq_q3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Tickets &gt; Forms</strong>.</span></li>
<li class="li">Click the ticket form you want to add the QA insights field to.</li>
<li class="li">Under <strong class="ph b">Available ticket fields</strong>, click the <strong class="ph b">+</strong> next to the <strong class="ph b">QA
insights</strong> field.<p class="p"><img class="image img-screenshot" id="topic_jsf_ljq_q3c__image_axc_vpq_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_ticket_field_form.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title5">Viewing real-time QA insights in the Agent Workspace</h2>
<div class="body">
<p class="p">When real-time QA insights are enabled in your account, your open tickets are
analyzed by AI on a per-message basis. Messages from end users are checked for all
predefined insights, while agent messages are checked only for the "abuse" insight. </p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">team members in custom roles with
permission</a> can view QA insights in the Agent Workspace. To grant your
team members access, see <a class="xref" href="#topic_whd_x2y_sgc">Creating or editing custom roles to grant access to QA insights</a>.</p>
<div class="p">
<strong class="ph b">To access real-time QA insights in the Agent Workspace</strong><ul class="ul" id="topic_jqy_st2_m2c__ul_lvv_xcy_sgc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, navigate to an open
ticket with an ongoing conversation.<p class="p"><img class="image img-screenshot" id="topic_jqy_st2_m2c__image_ztt_tdy_sgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_realtime_insights_aw_eap.png" width="800"></p>
<p class="p">The insights detected in the ongoing conversation appear in the
<strong class="ph b">QA insights</strong> ticket field in the left panel. Tags associated
with the insight appear in the <strong class="ph b">Tags</strong> ticket field.</p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_xgq_22y_sgc">
<h2 class="title topictitle2" id="ariaid-title6">Viewing real-time QA insights in Agent Home</h2>
<div class="body">
<p class="p">In Agent Home, a QA insights widget displays all key insights surfaced from live,
open tickets, giving visibility into critical issues.</p>
<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">team members in custom roles with
permission</a> can view the QA insight widget in Agent Home. To grant your
team members access, see <a class="xref" href="#topic_whd_x2y_sgc">Creating or editing custom roles to grant access to QA insights</a>.</p>
<p class="p">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9178190742554" target="_blank">Agent Home must be activated</a> in your
account to view the QA insights widget.</p>
<p class="p"><strong class="ph b">To access real-time QA insights in Agent Home</strong></p>
<ol class="ol" id="topic_xgq_22y_sgc__ol_jdf_1yd_tgc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click the Home (<img class="image" id="topic_xgq_22y_sgc__image_ow2_2yd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_dashboard.png" width="16">) icon in the sidebar.</li>
<li class="li">In the <strong class="ph b">Realtime QA insights</strong> widget on the right, view the number of live
tickets with insights detected.<p class="p"><img class="image img-screenshot" id="topic_xgq_22y_sgc__image_upv_zyd_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_agent_home.png" width="800"></p>
<p class="p">If no insights are currently detected in your tickets, then the QA
insights widget appears empty.</p>
</li>
<li class="li">Click an insight's ticket count to filter and view all related tickets
associated with the insight.<p class="p"><img class="image img-screenshot" id="topic_xgq_22y_sgc__image_v3r_m12_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_filter_view.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_whd_x2y_sgc">
<h2 class="title topictitle2" id="ariaid-title7">Creating or editing custom roles to grant access to QA insights</h2>
<div class="body">
<p class="p">By default, only admins automatically have access to view QA insights in the Agent
Workspace and Agent Home. As an admin, you can control which team members have
access by creating or editing custom roles with the QA insights permission, then
assigning the appropriate team members to the roles.</p>
<p class="p">Configuring access with permission-based roles helps ensure that sensitive insights
are visible only to the right team members. For example, you may want to allow only
your team leads to view QA insights.</p>
<p class="p"><strong class="ph b">To create or edit a custom role and grant team members access to QA
insights</strong></p>
<ol class="ol" id="topic_whd_x2y_sgc__ol_tws_cn2_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_whd_x2y_sgc__d8e674" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create role</strong> to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cxn_hig_bd" target="_blank">create a new role</a> or click an existing
custom role to edit it.</li>
<li class="li">Under <strong class="ph b">Permissions</strong>, click <strong class="ph b">View QA insights</strong>.<p class="p"><img class="image img-screenshot" id="topic_whd_x2y_sgc__image_qqt_gns_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_real_time_insights_permissions.png" width="400"></p>
<p class="p">This permission grants
access to view QA insights in the Agent Workspace and Agent Home.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Assign your team members to the role. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882#topic_cbu_mmg_bd" target="_blank">Assigning agents to custom roles</a>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_xtm_2fy_sgc">
<h2 class="title topictitle2" id="ariaid-title8">Creating business rules to leverage QA insights in automated workflows</h2>
<div class="body">
<p class="p">Automate your workflows when specific issues are detected by creating business rules
based on QA insights. Since insights are added to tickets as fields and tags, this
information can be used in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822236058" target="_blank">trigger</a> and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832701850" target="_blank">automation</a> condition statements.</p>
<p class="p">The example below describes how to create a trigger that changes the priority of a
ticket and assigns a specific team member to the ticket when the "vulnerable
customer" insight is detected.</p>
<p class="p"><strong class="ph b">To create a trigger based on QA insights</strong></p>
<ol class="ol" id="topic_xtm_2fy_sgc__ol_z5h_nq2_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_xtm_2fy_sgc__d8e1812" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_objects_rules_icon.png">
<strong class="ph b">Objects and rules</strong> in the sidebar, then select <strong class="ph b">Business rules &gt;
Triggers</strong>.</span></li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
<li class="li">Enter a <strong class="ph b">Trigger name</strong> and select a <strong class="ph b">Trigger category</strong>.<p class="p"><img class="image img-screenshot" id="topic_xtm_2fy_sgc__image_p1q_qr2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_trigger_name_example.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Add condition</strong> and enter the following:<ul class="ul" id="topic_xtm_2fy_sgc__ul_vp4_rr2_tgc">
<li class="li"><strong class="ph b">Ticket &gt; Status category | Is | New</strong></li>
<li class="li"><strong class="ph b">Ticket &gt; QA insights | Includes | Vulnerable customer</strong></li>
<li class="li"><strong class="ph b">Ticket &gt; Agent replies | Less than | 1</strong></li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_xtm_2fy_sgc__image_kjt_xr2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_trigger_example_conditions.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Add action</strong> and enter the following:<ul class="ul" id="topic_xtm_2fy_sgc__ul_yvw_ns2_tgc">
<li class="li"><strong class="ph b">Ticket &gt; Assignee | Ticket &gt; [Agent name]</strong></li>
<li class="li"><strong class="ph b">Ticket &gt; Priority | Urgent</strong></li>
</ul>
<p class="p"><img class="image img-screenshot" id="topic_xtm_2fy_sgc__image_ejr_ss2_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_insights_trigger_example_actions.png" width="500"></p>
</li>
<li class="li">Click <strong class="ph b">Create trigger</strong>.</li>
</ol>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9745122485914",
"url": "https://support.zendesk.com/hc/en-us/articles/9745122485914",
"headline": "Real-time QA insights (EAP)",
"description": "You can use real-time QA insights to detect predefined concerns in live ticket conversations, enabling your team to identify critical issues and automate workflows based on these insights.",
"articleSection": "Using AI in Zendesk QA",
"datePublished": "2025-09-22T23:52:07+00:00",
"dateModified": "2026-06-11T19:56:59.200904+00:00",
"inLanguage": "en-US",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9745122485914"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Copilot",
"@id": "https://support.zendesk.com/hc/en-us/sections/4405303717658"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>