The G2 on Zendesk QA

Zendesk QA Pros and Cons: Top 5 Advantages and Disadvantages

Quick AI Summary Based on G2 Reviews

Generated from real user reviews

Users love the ease of use of Zendesk QA, enjoying seamless integration and a user-friendly interface. (5 mentions)

Users value Zendesk's exceptional customer support, ensuring quick resolution of issues and enhancing overall user experience. (4 mentions)

Users appreciate Zendesk's intuitive interface, which simplifies operations and enhances overall customer support efficiency. (3 mentions)

Users appreciate the comprehensive suite of tools offered by Zendesk, enhancing customer support efficiency and engagement. (3 mentions)

Users value the centralized system of Zendesk, enhancing coordination and efficiency in handling customer support tickets. (2 mentions)

Users experience slow performance during peak hours, which hinders efficiency and usability of Zendesk QA. (2 mentions)

Users experience inaccurate data analysis, with survey results not reflecting immediately in the system, causing confusion. (1 mentions)

Users express concerns about the poor user experience with Zendesk, particularly after Klaus's acquisition. (1 mentions)

Users experience refresh issues with survey responses in Zendesk QA, causing delays in score visibility. (1 mentions)

Users experience occasional scoring issues in Zendesk QA, though corrections have been made to improve accuracy. (1 mentions)

Top Rated Zendesk QA Alternatives

Glia

(55)

4.8 out of 5

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Olga K.

Mid-Market (51-1000 emp.)

2/23/2022

"Good tool for QA reviews. Easy to navigate and check the results."

4/5

What do you like best about Zendesk QA?

ability to integrate with Intercom, filters, easy to structure the feedback: has both scores and comments.

Comments part: I can attach screenshots and agents have a possibility to add comments.

If there were 2 agents in conversation, I can evaluate both Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Scoring. It's not so easy to adjust scores for receiving a good result. I would like to have more options, like from 1-5, instead of 1-3.

would be great to have a visual MoM progress for team and agent Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

Good tool for QA processes. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

Team chats perfomance. We care to have a good interactions with our customers and we need to measure: tone of voice, product knowledge, workflow. Kluas helps us to achieve those goals and increase team knowledge/processes Review collected by and hosted on G2.com.

Christiane D.

KYC & Quality Assurance Team Lead

Mid-Market (51-1000 emp.)

12/21/2021

"Increase your productivity with lots of advanced settings!"

4.5/5

What do you like best about Zendesk QA?

Customization, Klaus will have lots of advanced settings that can help us to understand what are the most common failures (feature 'root causes') and with that, we can focus on increasing quality! We also have the option to select the weight for each category, and assignments that can help you to make sure you are not going to miss any deadlines.

The pinned item section is helpful when you need to quickly highlight an issue, you can even share that pin with agents or supervisors so they can share their feedback and insight about the case. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

At first, the dashboard was a bit complicated for me, but after a couple of hours, I was able to understand and realized that it's easy to use. Perhaps Klaus could add a short guide/tutorial for the 1st joiners? I also had some help from Klaus, I'm always reaching their support (daily I guess..) to make questions and they were always very receptive and fast to help with my requests. Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

If you are having headaches using a spreadsheet to do quality control you should definitely try Klaus, it will make your life easier. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

Quality and satisfaction. Klaus is helping us to find root causes, to organize coaching sessions, to have internal calibrations, complete scores for chats and tickets faster, and also has a Chrome extension that helps with our productivity. I think the best team is automation, it really helped us to increase the number of quality checks done per day.

Klaus is always helping us to improve the way we use the platform, during our last call with Klaus we were able to see the Quizzes option coming soon (not released yet) and we are anxious to use that!! Review collected by and hosted on G2.com.

Verified User in Financial Services

Small-Business (50 or fewer emp.)

2/15/2022

"Suitable for the majority of QA needs"

4.5/5

What do you like best about Zendesk QA?

Very customizable, simple to use, helpful Help Center articles, a plethora of features, support for multiple score cards, a clean user interface, the ability to give and receive feedback, dashboard highlights both highest and lowest scoring reps, and a wide variety of filters are all available (also customizable) :) Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I wish there was Dialpad integration, a way to have different scales for different scorecards (ex. binary scores for one, 3-point scale for another), other than that I've found everything I need using Klaus. Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

You don't need anything else; this is all-inclusive and will meet all of your QA requirements. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

The ability to see who has the highest and lowest scoring reps helps me understand who needs coaching/mentoring, I can review ticket handling in a more simple and intuitive way (with the help of filters I wouldn't be able to use on Intercom), and I can see where improvements are needed based on scorecard categories. Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

2/15/2022

"Great QA tool"

4.5/5

What do you like best about Zendesk QA?

Easy to use, create categories and scores! You can star or pin conversations you want to highlight, there is a reply option in the comments now, works well with Intercom, dashboard is better now (you can see the internal quality score per agent), cat theme is the best, works well! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I dislike doing reviews so I really just do them and that's it! But it could be nice to be able to highlight parts of a message. Right now you can only review a specific message or the whole message. Picking up quotes to comment on could be nice. I haven't looked into all the features but it works well for reviewing conversations in any case! I have a hard time managing all the responses to each message so a better way to manage that when you do a lot of reviews could be nice too. Review collected by and hosted on G2.com.

Dennis Alexander D.

Specialist

Mid-Market (51-1000 emp.)

5/25/2022

"It is super easy and interactive the way you provide feedback thru Klaus"

5/5

What do you like best about Zendesk QA?

The way to provide feedback thru Klaus, and the notification that shows when someone already viewed my review. Just the extension. I have not used any other software like this one. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

When the extension closes if I change a tab in my browser, and sometimes the app changes the reviewer, and I have to reselect the reviewer I want. As far as improvements, I got nothing to add. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Small-Business (50 or fewer emp.)

2/3/2022

"very user-friendly"

5/5

What do you like best about Zendesk QA?

The most I like Klaus is that it seems young guy with a lot of opportunities; it's elementary to handle the workloads. You can set filters by KPI and set assignments automatically. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Well, it's hard to say about the dark side of Klaus. I did not have any disabilities yet; maybe it's because of my plan csause I don't have many features to taste Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

For those who consider choosing clause, you don't need to overthink; Klaus is beneficial software to manage your team's performance; you can track any conversation with Klaus and evaluate daily, weekly, or monthly your agents, also you can set Csat workload, and Klaus automatically reports bad csat with all discussions, so you don't need search manually. The quality meets the price. Review collected by and hosted on G2.com.

What problems is Zendesk QA solving and how is that benefiting you?

I use Klaus for the customer support department, and it gives me the advantage to monitor my team's performance and evaluate their conversations, so i had the visibility of my teams quality score which is included in our KPI Review collected by and hosted on G2.com.

Verified User

12/20/2022

"Easy to use"

4/5

What do you like best about Zendesk QA?

It's pretty easy and straightforward to use Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I've created custom hashtags, but there doesn't seem to be a way to export that data separately from the comments Review collected by and hosted on G2.com.

Verified User in Computer Games

Enterprise (> 1000 emp.)

9/1/2022

"As a team lead, I am using Klaus to evaluate my team member's work."

4.5/5

What do you like best about Zendesk QA?

I like the simple interface and the option to track given and received reviews. Klaus is easy to work with and navigate through. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I haven't noticed any downsides, but one of the things that can be improved is the statistics page. I think it's a bit difficult to navigate through. Review collected by and hosted on G2.com.

William D.

Technical Support Team Lead

Small-Business (50 or fewer emp.)

5/12/2022

"Klaus review"

4.5/5

What do you like best about Zendesk QA?

Easy to use. Intuitive. A simple dashboard that lets me easily analyze reports. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The rating options seem a bit limited. The UI can sometimes feel a bit clunky when trying to navigate the ticket meta. Review collected by and hosted on G2.com.