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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 Leisure, Travel & Tourism
UL
Mid-Market (51-1000 emp.)
"Excellent experience"
What do you like best about Zendesk QA?

Very easy to use, accessible, user-friendly. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

None. Everything is good as it is. Keep it. Review collected by and hosted on G2.com.

Alex V.
AV
P
Mid-Market (51-1000 emp.)
"Why I prefer Klaus"
What do you like best about Zendesk QA?

I like how intuitive Klaus is and the agility it has brought to our quality team. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

At this point, everything that Klaus has bought for our team has been positive things. No complaints. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Mid-Market (51-1000 emp.)
"It's become part of my daily routine!"
What do you like best about Zendesk QA?

I love that we have a review system where we can track metrics and the evolution of our team. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

It does have bugs here and there bu the Klaus team is pretty responsive! Review collected by and hosted on G2.com.

Petar S.
PS
Head of Support
Small-Business (50 or fewer emp.)
"It gave us a great way to review our conversations track agents progress and the support was amazing"
What do you like best about Zendesk QA?

Support was great.

I love the fact you customize everything - your criteria and their weight. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Nothing I would point out, it's great!!! Review collected by and hosted on G2.com.

Luna S.
LS
Training and Quality Specialist
Mid-Market (51-1000 emp.)
"I can't speak highly enough about this platform."
What do you like best about Zendesk QA?

There are two things I really love about Klaus. It's so customizable, which is extremely helpful for a growing company. Our team has doubled in size since we first started using it and Klaus has helped us keep up with the growth and changes the entire way. Secondly, the customer support is second to none. Any time I'm having an issue, question, or even a feature request the team over at Klaus is there to help me. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Anything I've come across that I didn't like was updated. I love this platform. Review collected by and hosted on G2.com.

Verified User in Financial Services
AF
Small-Business (50 or fewer emp.)
"A flexible and easy to use system!"
What do you like best about Zendesk QA?

Flexible with integrations and easy to create quality evaluation forms. Intuitive interface. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Customer support takes a while to reply, could be faster. Promotional offers are sometimes confusing as to what they actually mean. Review collected by and hosted on G2.com.

Response from Triin Ilves of Zendesk QA

Paw-sitively a-meow-zing! I'm glad to hear that Klaus has helped your support team. 😻

Our customer support (also a Klaus user, heh) has been constantly improving some of their metrics and our median FRT has been around 1-3 minutes in the past six months.

Paul R.
PR
Customer Support Representative
Mid-Market (51-1000 emp.)
"How Klaus Makes QA Feedback Great!"
What do you like best about Zendesk QA?

Klaus is accessible anywhere and any time. That lets the Evaluator and the User review and converse about the Feedback when it is most convenient to them. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

As great as the accessibility is, I noticed a few seconds delay in loading each conversation which is something that can be ignored as Klaus presents the information as expected given a few more seconds of waiting. Review collected by and hosted on G2.com.

Sophie H.
SH
Content and Training Lead
Mid-Market (51-1000 emp.)
"Solid option for a QA solution with a friendly team, bu some tech limitations"
What do you like best about Zendesk QA?

I love how fun and easy it is to use Klaus (when it's working well). The branding is super cheerful, something I find important this year especially, and I feel the same whenever I interact with their team (their Support Team is fantastic!). It also helps that Klaus pulls in Intercom data seamlessly and allows for easy use of the Chrome Extension right in your Intercom inbox. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There are certain basic features that are not yet built in Klaus, leading to manual workarounds. Some examples include no automatic assignment of reviews to reviewers (although I know the team is working on this) and difficulty using the Klaus API to integrate native data (Klaus works best if you're only doing QA on a CRM). Review collected by and hosted on G2.com.

Verified User in Telecommunications
AT
Mid-Market (51-1000 emp.)
"This is the easiest platform to use when monitoring anagent's performance"
What do you like best about Zendesk QA?

Tickets were easily filtered, which helped me a lot. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I can't find any not unless my internet is not working properly Review collected by and hosted on G2.com.

Verified User in Apparel & Fashion
AA
Small-Business (50 or fewer emp.)
"Really Happy!"
What do you like best about Zendesk QA?

Happy how easy it is for us to review and help our agents! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Set up is a bit tedious, but everything works as it should Review collected by and hosted on G2.com.

Response from Triin Ilves of Zendesk QA

Thank you and kudos from me and Klaus the cat! 😻However, our CSM Chris would like to know a bit more about the set-up process and how we could make it less tedious. If it's not too much to ask then please reach out to him via our support chat 🙏.

See how Zendesk QA improved

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