Announcing fully rebranded Zendesk QA as a native add-on

Announced on	Rollout on
September 10, 2024	September 10, 2024

Earlier this year, we proudly introduced Zendesk QA, formerly known as Klaus. Now, we are excited to announce its full rebranding and integration as a native add-on within Zendesk!

Zendesk Quality assurance (QA) seamlessly integrates into our Workforce engagement management (WEM) bundle, alongside Workforce management (WFM), offering an AI-powered quality assurance experience. This underscores our commitment to creating an efficient and cohesive experience for our users.

As you navigate the newly integrated QA app, you’ll experience a refreshed Zendesk-style look and feel while retaining the powerful capabilities and features you love. Enhancements include automated login via Zendesk and seamless onboarding, eliminating the need for marketplace applications. Additionally, your Zendesk QA user interface now supports all languages available in Zendesk, ensuring a global and inclusive experience.

Welcome to native QA within Zendesk, helping you deliver excellent customer service through AI-powered quality assurance!

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

The evolution of Klaus QA into the fully rebranded and integrated Zendesk QA marks a significant milestone with various enhancements.

Here's an overview of what's changing for new customers:

• Zendesk QA add-on: A new add-on SKU and a fresh pricing model, reinforcing Zendesk QA within the Zendesk product family.
• WEM add-on: A new add-on SKU bundling Zendesk QA and WFM, simplifying access to the complete set of WEM capabilities within Zendesk. See Buying Zendesk Workforce engagement management add-ons (Zendesk WFM, Zendesk QA, and WEM bundle).
• Updated UX and branding: Enjoy a Zendesk-style look and feel in QA for a cohesive experience.
• Zendesk product tray integration: Zendesk QA is now accessible from the Zendesk product tray, allowing you to easily switch between Zendesk products to monitor and manage service quality.
• Streamlined automated login: Experience effortless access to QA with automated login enabled through Zendesk Login.
• Effortless onboarding: Our new automated provisioning system simplifies the onboarding process, eliminating the need for marketplace app installations.
• Streamlined sign-up and subscription: We've overhauled our sign-up and subscription processes for a more user-friendly experience.
• Comprehensive localization support: Full compatibility with all Zendesk-supported languages, ensuring a global and inclusive experience.

For existing Zendesk QA (Klaus) customers:

Klaus QA is now natively integrated and rebranded as Zendesk QA! As you conduct your regular quality assurance checks, you’ll notice a refreshed app design with a Zendesk-style look and feel. This includes new branding and full compatibility with all Zendesk-supported languages. Rest assured, all the capabilities you value remain intact.

Additionally, keep an eye out for the following updates:

• Login: You'll continue using your Klaus email and credentials as usual. Customers eligible for Zendesk QA login will be notified later this year. 
• Access via Zendesk: Currently, clicking on ‘Quality assurance’ in the product tray will lead you to the Zendesk QA overview page. Later this year, eligible customers will be able to access Zendesk QA capabilities from the product tray. All account admins and owners will be notified about this change when it happens. 
  Note: If you had a Zendesk QA (Klaus) account before September 10th, you should continue using the Klaus app to sign in.
• Globalization: Your Zendesk QA user interface is now compatible with all the languages supported by Zendesk, ensuring a global, inclusive experience. You can access the complete list and modify your UI language in your general account settings. The UI language will not change automatically for you. 
• Email notifications: Any email notifications you normally receive from [e-mail] or [e-mail] will from now on start coming from [e-mail].

Please note, as mentioned above, integrated login and access to the QA app through Zendesk will not occur automatically for existing customers. These changes are planned for eligible customers later in the year to ensure a seamless transition.

Why is Zendesk making this change?

This update integrates the Klaus QA solution seamlessly into Zendesk's product portfolio as a native AI powered QA experience. It’s a part of our commitment towards providing a seamless experience and integration between all Zendesk products and our Workforce engagement management (WEM) portfolio in particular.

What do I need to do?

You don't need to take any action unless you currently receive email notifications from [e-mail] or [e-mail]. If you do, we recommend you update any inbox rules that filter emails by recipient to ensure smooth email delivery from [e-mail] in the future. The features and changes listed are continuously being rolled out to all customers.

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