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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)

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204 Zendesk QA Reviews

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204 Zendesk QA Reviews
4.7 out of 5
204 Zendesk QA Reviews
4.7 out of 5

Zendesk QA Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
Pros
Cons
G2 reviews are authentic and verified.
Verified User in Consumer Services
CC
Mid-Market (51-1000 emp.)
Business partner of the seller or seller's competitor, not included in G2 scores.
"Klaus helps our CX team to grow!"
What do you like best about Zendesk QA?

Klaus is a great system to use when evaluating customer service activities. Through Klaus, customer experience specialists can improve their personal skills. The system allows to communicate with agents in a structured way, all through one seamless platform. Klaus is reliable, a fun way to give and receive feedback, and easy to navigate/use. Companies can introduce tailor-made competencies that affect the most critical aspects of their work culture. Furthermore, a quality team can provide constructive feedback to improve the individual and team quality and accuracy within the job Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I would love to personalize my dashboard even more Review collected by and hosted on G2.com.

Verified User in Gambling & Casinos
AG
Small-Business (50 or fewer emp.)
"Amazing quality supporters"
What do you like best about Zendesk QA?

Dashboards are excellent. You can filter based on any criteria: teammates, scores, questions, etc. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

At times, if you delete a teammate, his scores will still appear in the public dashboard, but instead of the username, there will be a blank space. Maybe an option to either delete the scores or keep the username there. Review collected by and hosted on G2.com.

Verified User in Telecommunications
AT
Mid-Market (51-1000 emp.)
"Helped me scale my team!!"
What do you like best about Zendesk QA?

Support's very responsive, the product map's also pretty cool Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The bugs- there's random glitches that affect the efficiency of our work, but support helps resolve them so kudos! Review collected by and hosted on G2.com.

Mark S.
MS
Conversation Review Specialist
Small-Business (50 or fewer emp.)
"Klaus is an easy to use conversation review tool that has caught on with our team quickly!"
What do you like best about Zendesk QA?

The platform itself is straightforward to use, and the user interface is very quick to learn. We've found their support and customer success manager team to be very responsive when we have questions or issues, and also open to product feedback, which seems to actually make its way back to the product team.

We also love the lighthearted nature that Klaus has embraced for their marketing and in-app styling. Klaus the cat is such a great company mascot. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There are some limitations with analytics. We'd like to be able to more closely attribute quality scores given by Klaus to our main contact drivers. This would immensely help us with knowing where best to focus new training initiatives. In addition to this, a few more filtering options with the data being offered would be excellent, to have a more flexible look at how our coaches are doing. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Small-Business (50 or fewer emp.)
"Awesome UX"
What do you like best about Zendesk QA?

The UX is supreme. I really like how easy to use the platform is as well as the simple integrations. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Nothing, everything is very easy and straightforward. Review collected by and hosted on G2.com.

Response from Triin Ilves of Zendesk QA

High paws to another quality fan! 🐾

Alfie Q.
AQ
Software specialist
Mid-Market (51-1000 emp.)
Business partner of the seller or seller's competitor, not included in G2 scores.
"Klaus Review"
What do you like best about Zendesk QA?

Will help you to k ow your opportunities. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

None so far.Everything looks fine. Eill give you an update if ever in the future. Review collected by and hosted on G2.com.

Verified User in Computer Software
UC
Mid-Market (51-1000 emp.)
"Klaus Experience"
What do you like best about Zendesk QA?

The interface, it is very user-friendly. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

None for now. I can't think of anything since I understand how the tool works. Review collected by and hosted on G2.com.

Verified User in Computer Software
UC
Small-Business (50 or fewer emp.)
"Klaus has been a great way for our support team to review each other's work."
What do you like best about Zendesk QA?

Our support team is able to provide feedback to one another. This helps each individual grow in their role, and increase the overall quality of our work. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

We use it for reviewing customer support responses in Helpscout. If there are changes made in Helpscout, Klaus sometimes doesn't update the conversation fully. Review collected by and hosted on G2.com.

Verified User in Consumer Services
AC
Mid-Market (51-1000 emp.)
"Purr-fectly paw-some!"
What do you like best about Zendesk QA?

I like that Klaus keeps things fun! Adding gifs and their cat emojis to reviews would have to be my fave Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There's nothing I can think of. Klaus has really thought of everything! Review collected by and hosted on G2.com.

Verified User in Computer Software
UC
Mid-Market (51-1000 emp.)
"I would recommend Klaus for sure"
What do you like best about Zendesk QA?

That it is user friendly and you can ad gifs Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

That there is a pop up to self grade when I go in to look at my feedback Review collected by and hosted on G2.com.

Pricing Insights

Averages based on real user reviews.

Time to Implement

1 month

Return on Investment

14 months

Average Discount

7%

Perceived Cost

$$$$$
Zendesk QA