Paste a support conversation, and the AI Support Ticket QA Agent scores it on accuracy, tone, policy, and resolution, then writes two coaching notes for the person who replied. Team leads review more tickets each week, and every score points to the line in the conversation behind it.
Build this agent in Taskade or browse more customer service agents.
What does an AI support ticket QA agent do?
Score the reply: rates each area of your rubric with a reason.
Write coaching notes: gives one thing to keep and one thing to change.
Check policy: flags replies that break a written policy.
Weekly QA summary: sums up scores and common issues across tickets.
Try it: three prompts to paste
"Score this conversation on our QA rubric."
"Did this reply follow our refund policy?"
"Sum up this week's QA scores and the top three issues."
A QA rubric you can copy
| Area | 1 | 3 | 5 |
|---|---|---|---|
| Accuracy | Wrong answer | Right but incomplete | Right and complete |
| Tone | Cold or rushed | Polite | Warm and clear |
| Policy | Broke a policy | Minor slip | Fully followed |
| Resolution | Not solved | Solved with follow-up | Solved in one reply |
Score policy first, then tone
A friendly, well-written reply can still break your refund policy. Put accuracy and policy at the top of the rubric, and use the same rubric for replies from people and from AI agents.
| Need | Manual sample review | AI ticket QA agent |
|---|---|---|
| Tickets reviewed | A small sample each week | Every conversation you paste or send |
| Same rubric each time | Depends on the reviewer | Yes, from the attached rubric |
| Evidence | Reviewer notes | Quotes the line behind each score |
| Final call | Team lead | Team lead, after reading the score |
Check a few scores by hand each week. If the agent and your lead disagree, fix the rubric wording, not the score.
How to set it up in Taskade
Step 1: Write your rubric
Use the table above or your own, with a description per score.
Step 2: Create the agent
Create a custom agent and attach the rubric and policies as knowledge.
Step 3: Paste conversations
Paste a sample of tickets each week, with personal details removed.
Step 4: Share the notes
Copy each coaching note to the person who replied, or keep them in a team project.
Step 5: Calibrate
Each month, score a few tickets by hand and compare with the agent.
What it needs from you
Your QA rubric.
Your support policies.
A sample of conversations to review.
What it does not do
It does not discipline staff. The team lead decides.
It does not read tickets you did not paste or connect.
It does not replace calibration by a person.
Connect it to the rest of your workspace
Train new hires with the customer service trainer agent.
Fix the hard cases with the complaint resolution assistant.
Compare tools in AI customer support software.
Learn more: custom agents, agent knowledge, public agents, and agent widgets.
Frequently asked questions
Can the ticket QA agent use our rubric?
Yes. Attach your rubric as knowledge, and the agent scores each area on your scale with a reason.
How many tickets can I score?
Paste one conversation or a batch in each message. Larger batches use more AI credits, so start with a weekly sample.
Can it spot policy errors?
Yes, for the policies you attach. It quotes the policy line and the reply that broke it.
Can it make a weekly QA summary?
Yes. Ask for a summary of the week's scores, and connect an automation if you want it on a schedule.
Can it score replies from an AI support agent too?
Yes. Paste conversations from your AI agent and from people, and score both on the same rubric. That shows where the AI agent needs a new rule or a better source.
Is a QA score the same as CSAT?
No. CSAT is what the customer says about the conversation. A QA score checks the reply against your rubric and policy. A customer can rate a wrong answer highly, so track both.
Which plan do I need for the support ticket QA agent?
The Free plan includes 1 agent. On Free, you earn free AI credits with referrals and invites, and you can upgrade any time.