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

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Karaline M.

Customer Suport Supervisor

Mid-Market (51-1000 emp.)

2/16/2022

"Lovely cat people!"

4.5/5

What do you like best about Zendesk QA?

Its very easy and organized with many options and insights Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

sometimes Klaus stops syncing with HelpScout and we need to restart the process. Review collected by and hosted on G2.com.

Recommendations to others considering Zendesk QA:

take advantage of all the cool features! Speak to their lovely support team. Review collected by and hosted on G2.com.

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

It's an easy way to evaluate our team and make sure they are following procedure and keeping up with our KPSs, it's also fun! Review collected by and hosted on G2.com.

Response from Triin Ilves of Zendesk QA

edit

Thank you, Karaline! Our support team sends you a high 5 😻

PS: took a note of the integration glitch - our team will look into it.

Verified User in Internet

Mid-Market (51-1000 emp.)

12/16/2021

"To live and die by the review?"

5/5

What do you like best about Zendesk QA?

Klaus makes it very easy for us to do daily reviews of our team and ensure we are up to internal standards. It helps to reveal any gaps in knowledge and takes this out of the inboxes! Klaus is constantly updating, and their team is on top of things. I find it very easy to get help, and they are always open to feedback. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Nothing, they are a great company and highly responsive when needs a rise. Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

5/19/2022

"Easy to use and intuitive"

4/5

What do you like best about Zendesk QA?

Ease of use, design is great, quick and easy to use dashboards. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

One of the things I can point out that could definitely improve is exporting. Review collected by and hosted on G2.com.

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

1/24/2022

"A user friendly tool for quality assurance!"

4/5

What do you like best about Zendesk QA?

We love how intuitive Klaus is, especially for new reviewers - new teammates can easily hop in and review peers. We also feel it has good integration with Intercom. The Klaus team has also been very helpful and supportive. The cat puns never fail to bring a smile as well! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

We've found there are some minor limitations on filtering data and comments - for example, we would love to be able to view reviews with comments and no score more easily, and sort by score type more easily on the dashboard. These are truly minor, and we find Klaus to work well for us overall! Review collected by and hosted on G2.com.

Verified User in Health, Wellness and Fitness

Small-Business (50 or fewer emp.)

2/16/2022

"Pretty good QA solution"

2.5/5

What do you like best about Zendesk QA?

The new Conversation Insights chart is a fantastic addition. It greatly helps identify which tickets to prioritize. This is my go-to method of choosing which tickets to QA. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The Conversation Insights could be improved: you could add a filter for agent, and the AI used to determine sentiment and complexity is not trainable; so, you end up with some screwy results. Other than that, the Chrome extension has always been fussy and behaves badly in a variety of ways. I tried for months to use it for all my QA-ing of tickets, but it was not effective. Review collected by and hosted on G2.com.

Iasmine S.

Customer success analyst

Mid-Market (51-1000 emp.)

12/21/2021

"An amazing platform!!"

5/5

What do you like best about Zendesk QA?

I like the rating format with emojis that you can choose a variation, you know? It doesn't have to be just two options. The dashboard is amazing and shows me the period results in an extremely clear and intuitive way. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I can't say there is anything I don't like, but something that bothers me a little would be cache-related. Sometimes it makes it impossible to write or mention someone in the comment because the page won't let me do it. And I can only get it after clearing the browser cache. Review collected by and hosted on G2.com.

Harry K.

User Support Specialist

Mid-Market (51-1000 emp.)

2/17/2022

"Great feedback product"

5/5

What do you like best about Zendesk QA?

Being able to select specific messages to eave feedback for Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Email notifications for the product. Sometimes find I get an email saying I've got feedback when I haven't received any at all Review collected by and hosted on G2.com.

Response from Triin Ilves of Zendesk QA

edit

Stellar 😻 Thank you, Harry!

PS: our cat bots area already investigating the notification bug 🐛

Olga R.

Quality Assurance Manager

Small-Business (50 or fewer emp.)

12/21/2021

"Overall a good platform to review communication with clients"

4/5

What do you like best about Zendesk QA?

you can filter chats by many metrics. you can change a scoring system whenever you want Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

If a chat is hashtagged but not reviewed, it won't get into the statistics on a dashboard. thus you cannot see dynamics by a hashtag Review collected by and hosted on G2.com.

Verified User in Computer Software

Mid-Market (51-1000 emp.)

2/24/2022

"Efficiently improving our quality of support"

4/5

What do you like best about Zendesk QA?

With Klaus, our customer support team is clear on what makes for a high quality customer interaction, and we can give and receive specific and actionable feedback so that we can improve. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I have experienced quite a few bugs using Klaus. I don't think they have ever kept me from being able to use the tool to do what it is meant to do, but they are quite annoying. Review collected by and hosted on G2.com.

Verified User in Computer Games

Mid-Market (51-1000 emp.)

10/18/2021

"Ergonomic and efficient, excellent tool for streamlining quality control"

4.5/5

What do you like best about Zendesk QA?

Klaus is super intuitive and the user interface is a godsend after dealing with many complicated solutions, I felt right at home using it for the first time. Quality control is a big part of our daily operations and I can't imagine using anything else for this task. The tool is also very flexible which is greatly appreciated, changing CRM's (or QC criteria) had little to no impact on my usage of Klaus. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

If I had to nitpick, when swapping between tickets from different CRMs, the page will sometimes "stick" to the ticket shown by default and will not show the newly selected ticket. A quick refresh usually solves the issue though. Review collected by and hosted on G2.com.