Zendesk QA Pros and Cons

What do you like best about Zendesk QA?

Dashboards to visualize the team's results are practical and synthesize very well what is being evaluated. It's easy and intuitive to evaluate conversations, and the interface allows for light and straightforward interaction. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

It needs a Dark Mode to make it easier and more comfortable to use the platform for long periods of time. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

It helps me determine my strengths and weaknesses. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The logo. It's scary. Just kidding. Everything is ok so far. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

We are able to identify gaps in our team's knowledge and support them by covering a training topic to ensure everyone is trained on topics that are getting lower scores. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

It would be amazing to group our team members into those that we are going to review (we have several reviewers) so that should one reviewer be off another reviewer is aware of who they have to review for this manager Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

- User-friendly UI of Klaus and of course the cat logo!

- Ability to rate the response

- Search Filters

- Notifications of each tag and thread Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Filters to dig in past conversations is a bit time consuming Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

Everything is sorted for you: after the initial setup, you can just log on any time you want and rattle through some reviews. We do a lot of peer review and my whole team is able to log on and leave reviews for each other which is a great learning and feedback tool. The reporting is great and I generally find the interface really good. Would absolutely recommend it as a tool to anyone interested in QA - makes life really easy. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Only a few very minor things: it could be made more obvious how many reviews have been received per team member and which conversations have already been reviewed (you have to click in to a conversation to see). Also, giving a weaker rating categorises the conversation as a 'bad' conversation in the analytics, and the team receive an email notification telling them how many good vs bad conversations they had. I find the word 'bad' a bit harsh and it's caused a little bit of panic for a couple of team members thinking they were in trouble. Even just saying 'weaker' or 'conversations that need attention' or something might be a better way to frame it. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

Super simple and scaleable solution for doing help desk conversation reviews. It is easy to use, intuitive and delivers a lot of value very quickly. Allows me to pickup on how well my team does and where they need more assistance. Great software! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Nothing specifically --- I think Klaus is a solid piece of kit, and I am not referring to kittens. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

Klaus helps us have an overview of our quality performance and is really easy to use! It's easy for us to give feedback to agents and have us saved so much time as compared to doing the evaluations via an excel sheet. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There were some minor technical errors which popped up occasionally but they have a team of super helpful customer service team who jump right in and resolve the issue for you as soon as they can! Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

I like that it's really easy to use and I also like their insights dashboard. Our team enjoys getting and providing feedback and we consider it a key part for our team's development. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There are a couple of features that are either reworked or removed altogether sometimes that we found valuable. Most of the time a chat with their team either brings it back or brings a workaround, however, it would be nice to not remove any features that work well and focus more on just adding new things or fixing existing bugs :-) Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

The custom scorecard allows us to focus on what we need, the organization, and the insights the dashboard shares. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The assignment section has to improve some detail. I would love to be able to select the number of tickets per agent in my team that I want to assign to myself (for example). And if I choose to switch a ticket, that the new ticket is from the same agent. Also, the list there should be fixed, it doesn't make sense that every time I reload the page the tickets change. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

Klaus keeps things simple and, at the same time, provides cleaver tools that help us pick the right tickets for review.

They are constantly looking for ways to improve their service and include their customers in the process. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

They are putting a lot of effort into improving the dashboard to make it even more helpful, and when that happens, I will expect to have yet another way to spot some potential areas of improvement. Review collected by and hosted on G2.com.