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

Visit Website

Verified User in Design

Small-Business (50 or fewer emp.)

2/15/2022

"I like Klaus"

5/5

What do you like best about Zendesk QA?

I do enjoy having an easy-to-use platform to review my team's conversations. I like that we can set filters, and it is all within one click.

The filters are also very handy! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

It is pretty slow at times. I know when I have Klaus open because my regular tabs are almost slowed to a halt. I dislike that when I click on a chat, navigate to a different Klaus page then I come back to it and it's gone. Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

It's really nice to use. Review collected by and hosted on G2.com.

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

It definitely helps keep track of how we are communicating with customers, what we are missing in terms of potential upgrades, but also what our team is missing when we speak about how to handle conversations. Review collected by and hosted on G2.com.

Verified User in Apparel & Fashion

Mid-Market (51-1000 emp.)

2/16/2022

"The best"

5/5

What do you like best about Zendesk QA?

Your platform is the best, there is nothing compared with you, number one in the business. The greatest glory in living lies not in never falling, but in rising every time we fall Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There is nothing I can say I do not like because there are small tweaks and it is out of my specialty and I can not really tell you what to change or not. I am sure you already know Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

Use Klaus as it will get your evaluation job easyer Review collected by and hosted on G2.com.

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

I am getting my results and evaluation for the job and I like it, as it is well made and good. thank you for making such an services, you are the best at this. good job Review collected by and hosted on G2.com.

Carolina L.

Quality Assurance Manager

Mid-Market (51-1000 emp.)

2/15/2022

"A great one to start your company's QA journey"

4.5/5

What do you like best about Zendesk QA?

- Great features such as the dashboards, conversation insights, filtering, and also easy and intuitive UI.

- Good and practical content to support your journey to build a Quality Assurance framework

- Awesome and fast support from the team Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The sentiment feature still needs some work and the Scorecards should have more flexibility with multiple options and open fields. Review collected by and hosted on G2.com.

Igor O.

Head of MAX Customer Success & Support

Mid-Market (51-1000 emp.)

12/23/2021

"A good addition to FreshDesk and allows us to do quality assurance in an efficient way"

4.5/5

What do you like best about Zendesk QA?

- Ability to add weights to different scores

- Easy search for tickets

- FreshDesk integration

- Slack support they offer us

- Team management

- Ability to see statistics for different agents

- Ease of use Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I would like to have more features introduced for every package Klaus currently has. More new features that we could use, some new ideas to explore would be nice. Review collected by and hosted on G2.com.

Verified User in Printing

Mid-Market (51-1000 emp.)

2/16/2022

"Excellent tool to review quality"

5/5

What do you like best about Zendesk QA?

I think Klaus is an excellent tool to review quality. It's intuitive, quick to use, and also pretty flexible. When we started using it, we had a couple of things we wanted to modify, and the Klaus team was always happy to accommodate. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I don't think there's anything I dislike at the moment. I think the complexity filter, which is an interesting feature, could work a bit better, but all in all I'm satisfied. Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

Highly recommended. Review collected by and hosted on G2.com.

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

We use it mainly to review our teams' emails and to check if their messages tick all boxes and meet our quality standards. It definitely provided us with a more structured system to provide feedback to our representatives. Review collected by and hosted on G2.com.

Response from Triin Ilves of Zendesk QA

edit

Su-purrrrb! Thank you for sharing these kind words - this fuels our purr-meister Klaus to come up with even better features 🐈‍⬛.

But I'm also curious about how to improve the complexity filter. Feel free to share it with our team via support chat to bring it to the product team.

Verified User in E-Learning

Small-Business (50 or fewer emp.)

2/15/2022

"Great Review Tool"

5/5

What do you like best about Zendesk QA?

Klaus works with our ticketing system. It also is easy to use and allows us to customize how we want to score and give feedback to our team. I would definitely recommend Klaus to anyone looking for good feedback software for their team. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There isn't anything I dislike. There have been a few times where the software disconnected from our helpdesk software, and we needed to resync it. It's not the end of the world, and it was easy to resync the two. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Mid-Market (51-1000 emp.)

2/15/2022

"Nice app to help tracking and improving cs agents quality metrics"

5/5

What do you like best about Zendesk QA?

- Adjustable parameters of evaluation

- Usable dashboard to check team and individual performance

- Google chrome extension, which helps to evaluate conversations more efficiently

- Fast and efficient support, helped in my question within a couple of minutes Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

- Chrome extension sometimes has issues, and you need to reload a page or extension to get it work

- If you need to delete a review, marks are separated from comments, so you need to delete 2 separate fields Review collected by and hosted on G2.com.

Ben L.

Founder and Freelance Developer

Small-Business (50 or fewer emp.)

2/15/2022

"A go to product in my support stack"

5/5

What do you like best about Zendesk QA?

I'm a huge fan of Klaus. It's a really easy way to get my whole team to actively participate in peer feedback.

Easy to use and implement and very productive. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Occasionally it'll disconnect from our support system but that may just be the connection. Review collected by and hosted on G2.com.

Shaniqua Adalawiya P.

AVP Customer Engagement & Support

Enterprise (> 1000 emp.)

3/1/2022

"Klaus best app for your QA team"

4.5/5

What do you like best about Zendesk QA?

Easy to set up, so simple fulfil our needs. We can also put a lot of workspace for each brand, many connections depends on our channel. So its really compact Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I think Klaus is already fit with my needs Review collected by and hosted on G2.com.

Amy S.

Head of Customer Operations

Small-Business (50 or fewer emp.)

12/9/2021

"User friendly quality reviews"

5/5

What do you like best about Zendesk QA?

Easy to use interface - set up was quick and easy, as well as creating scorecards for the team.

We will be overhauling our account in the New year but it's such a simple tool to use! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Nothing that I've come across so far - we've not used the tool for a little while but looking forward to seeing what else is coming soon. Review collected by and hosted on G2.com.