Both score your conversations with AI. The difference is what gets scored, how much of it, and who does the work. If you care whether the agent gave the correct answer, and you would rather the outcome was delivered for you, this comparison is for you.
ZendeskQA scores how a conversation went inside Zendesk. MartialQA scores whether the agent gave the correct answer, judged against your own knowledge base, across 100% of calls, chats and emails, and we run the whole thing for you.
Tone is table stakes. Correctness is where the money and the compliance risk actually live. That is the gap we built MartialQA to close.
Comparison reflects our competitive scan and prospect feedback as of July 2026. Zendesk plan features change, so confirm current specifics with Zendesk.
We hear the same things from teams evaluating or leaving ZendeskQA:
No call transcription on standard plans. If you run a voice operation, that is a real coverage gap, and voice is often where the worst answers hide.
Inconsistent AI scoring. Prospects tell us the AI sometimes skips scorecard categories or scores the same call differently, which erodes trust in the numbers.
A tool agents do not use. The QA surface is capable but clunky, so adoption stays low and coaching does not reach the floor.
Weak reporting for QA leads. Getting a clear, action-ready view of where quality is slipping is harder than it should be.
It only tells you how it sounded. The scoring is centred on tone and process, not on whether the answer was actually right by your own documentation. That was the exact frustration that brought correctness-focused teams to us.
We are not saying ZendeskQA is a bad tool. If you live entirely inside Zendesk and you only need tone and process scoring, it does that. The question is whether that is enough.
Correctness scoring against your knowledge base. We tell you when an agent gave an answer that was wrong or incomplete by your own documentation. That is the differentiator.
100% coverage across every channel. Calls, chats and emails, transcription included, no sampling.
A real feedback loop. Agent and manager both get the score and the coaching the same day, so quality actually moves.
Managed, done for you. You do not configure or run a tool. We set up your scorecard, run the QA, and deliver the coaching feedback as a service.
SA-native and hands-on. Built in South Africa, close to your team, and a fit for Freshdesk and Freshcaller stacks.
African Safari Group, an 87-agent South African operation, went from under 10% of calls reviewed to 100%, more than doubled call compliance (29.7% to 55.4%) in two months, and freed roughly 21 manager-hours a month.
"I highly recommend MartialQA to ANY customer-support or sales driven organization seeking to boost the quality of their client phone interactions, where a calling script is used."
Dominic Meulemans, COO, African Safari Group
Read the full ASG storyThe fastest way to judge this is not a feature table, it is your own data. We will run a free, capped QA audit of your own recent conversations, score them for correctness against your knowledge base, and show you what your current QA is missing. No cost, no obligation, and you keep the report.
Book a free QA audit