Review 100% of your support tickets with AI-powered QA.
SupportQA AI analyzes support tickets, linked investigation docs, and agent reasoning to score diagnosis quality, uncover coaching opportunities, and surface recurring customer issue trends.
Built for support teams using Zendesk, Intercom, Freshdesk, and internal investigation workflows.
Tickets analyzed
1,247
This week
Avg. QA score
81/100
▲ 3 pts vs. last week
Coaching flags
34
across 12 agents
Billing: Unexpected charge after cancellation
Agent confirmed cancellation date but did not reference the billing proration policy or escalate to the billing team per the established runbook.
Illustrative sample output — not real customer data.
The problem
Your QA process can only see a fraction of what's happening.
Support teams handle thousands of tickets, but QA reviews are manual, time-consuming, and limited by human capacity. The result is an incomplete, inconsistent view of agent performance — and customers who fall through the cracks.
Manual QA misses the full picture
Most QA teams review 2–5% of tickets at best. The other 95% go unreviewed, leaving agent performance gaps, compliance risk, and missed coaching windows completely invisible.
Scoring varies by reviewer
When QA is done by hand, scores reflect whoever reviewed the ticket that day — not a consistent standard applied evenly across your entire support operation.
Trends stay buried in ticket history
Recurring customer issues often go undetected until they escalate. Without full-coverage analysis, patterns across thousands of tickets remain invisible until it is too late.
The solution
Full-coverage QA — automated, consistent, and actionable.
SupportQA AI reviews every ticket, follows linked investigation documents, evaluates agent diagnosis quality, and produces consistent QA insights your team can act on immediately.
100% ticket coverage
Every ticket gets reviewed — not just the ones a human happened to sample. Eliminate blind spots in your QA process without adding headcount or slowing down your team.
Consistent scoring rubrics
SupportQA AI applies the same evaluation criteria to every ticket, every time. Scores reflect objective quality standards, not individual reviewer interpretation or daily variance.
Agent coaching insights
Automatically identify where agents missed investigation steps, skipped documentation, or failed to escalate — so coaching time targets the right agents for the right reasons.
Claim and issue trend detection
Surface recurring issue patterns across your entire ticket history. Catch emerging problems before they become widespread complaints, escalations, or churn.
How it works
Up and running in three steps.
No complex integrations required. The pilot starts with a data export so you can see results before committing to a full workflow connection.
Connect or upload your ticket data
Start with a CSV export from Zendesk, Intercom, Freshdesk, or any support platform. No live integration required for the pilot — just export your historical tickets.
AI analyzes tickets and linked docs
SupportQA AI reads each ticket, follows URLs to linked investigation documents, and evaluates how thoroughly the agent diagnosed the underlying customer issue.
Receive QA scores, summaries, and coaching insights
Every ticket gets a diagnosis quality score, a plain-language summary, identified gaps in the investigation, and a specific coaching recommendation for the agent.
Example output
What a QA report looks like.
Each ticket produces a structured report with a quality score, investigation summary, identified gaps, and a specific coaching recommendation. Here is a representative example.
Billing: Customer charged after subscription downgrade
Diagnosis Quality Score
82/100
Good — meets standard with room to improve
Ticket Summary
Customer reported being charged the Pro tier rate after downgrading to Basic six days prior. The agent confirmed the downgrade was processed and apologized for the confusion, but did not verify whether the charge occurred within the billing cycle or consult the billing proration policy before closing the ticket.
Missed Investigation Step
Agent did not reference the Billing Proration Policy document or verify whether the downgrade was processed mid-cycle. The billing cycle cutoff date was not confirmed before closing the dispute.
Coaching Recommendation
Before closing billing disputes following plan changes, always confirm the billing cycle cutoff date and verify proration settings. Escalate to the billing team if the charge occurred within three days of the plan change. Reference the Billing Proration Policy runbook for all billing disputes.
Recurring Issue Trend
18 similar tickets in the last 30 days. “Post-downgrade billing charges” is an emerging issue pattern — likely driven by a proration logic gap in the billing system.
Illustrative sample output — not real customer data.
Pilot program
Private QA Automation Pilot
We work directly with a small number of support teams each quarter. The pilot is designed to demonstrate real value on your actual ticket data before any long-term commitment.
What's included
- Analysis of 100–500 historical support tickets
- Agent diagnosis quality scoring for every ticket reviewed
- Coaching opportunity report with agent-level breakdowns
- Recurring issue trend analysis across your ticket history
- 30-minute findings review call with the SupportQA AI team
Pricing
Straightforward pilot pricing.
Standard Pilot
$500+
Depending on ticket volume and workflow complexity
Includes full ticket analysis, agent scoring, coaching report, trend analysis, and a 30-minute findings call with our team. Pricing scales with the number of tickets and whether linked investigation documents are included.
Design Partners
Discounted or free
For select early-stage partners
A small number of design partner spots are available at a significant discount or at no cost in exchange for structured feedback, participation in product research, and a testimonial if you find the results valuable.
FAQ
Common questions answered.
Apply
Apply for private pilot access.
We review every application and reach out within two business days. Pilots are accepted on a rolling basis with limited spots per quarter.
Find the support issues your manual QA process is missing.
Apply for a private pilot and see what 100% ticket coverage reveals about your support operation.
Apply for private pilot