general community

how do you actually monitor support quality?

14 Mar 2026 1 source

Zendesk

I’m curious how teams here handle support quality monitoring. In most setups I’ve seen, QA reviews only a small sample of tickets, but a lot of issues (tone, missed signals, frustration patterns) seem to hide in the rest. Some teams rely on CSAT, others on manual QA or escalations. For those managin

Sources

how do you actually monitor support quality?

Reddit r/Zendesk 14 Mar 2026

I’m curious how teams here handle support quality monitoring. In most setups I’ve seen, QA reviews only a small sample of tickets, but a lot of issues (tone, missed signals, frustration patterns) seem to hide in the rest. Some teams rely on CSAT, others on manual QA or escalations. For those managin