Zendesk QA Pros and Cons

What do you like best about Zendesk QA?

Can be linked to Intercom, filter conversations, which end up to providing meaningful feedback to our customer support agents. Can see how many conversations rated per each agent, dashboards are cool Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

The tool may be slow sometimes, loads for a while before submitting a review, which takes up time. Also, the rating box is too small - would be cool if it would be bigger and you can see all categories without needing to scroll or close/open them. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

- It's easy to use.

- Easy to set up with the different filters.

- UX is great.

- Love Klaus (the cat). Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

- We sometimes spend times reviewing a ticket that has already be reviewed simultaneously. The sync could be better on this matter (like it could warn us that someone already reviewed it when we were on it)

- We don' t have a filter to limit the number of shown tickets per member (for example, when we review tickets, sometimes we review a lot of tickets from the same person, I'd like to review for examples 5 tickets max from each member). Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

I have many favorites when it comes to Klaus but I'd like to highlight 2 things. The first is how easy it is to use Klaus. It's very user friendly and setting it up was intuitive and simple. When I had any questions about setup, this brings me to my second point, support from Klaus was always quick and efficient. They are a very friendly group and usually when I have to contact a support group I'm very much not looking forward to it. However, anytime I have to contact Klaus it's almost like asking a friend for help! 10 out of 10, would highly recommend to anyone. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Dashboard, bit confusing. I don't use it Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

I like the look and feel of the workspace most! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Sometimes the sampling is inconsistent across employees and this can make it difficult to timeously meet your mining deadlines. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

Klaus was super easy to set up. At Wistia, we were able to roll out a Peer Review program with minimal training as the product was fairly intuitive to use. I really like the filter options available in order to exclude certain tickets from review. One other thing I really like is being able to see at a glance when viewing the list of team members how many conversations of theirs have been reviewed in the current month. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

If you have a more complex grading rubric/set of criteria or wanted to weight rating categories in a different way, Klaus is limited in this sense. I've come across some UI/UX issues, but Klaus has continued to make improvements in this area. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

I love the system itself and the different ways that both I and my team members can interact with tickets and feedback. More than that, Klaus has really acted as our partner in this. Every step of the way they are happy to give advice, provide support, and take feedback. Klaus has really taken our Support team to the next level by creating a platform and process that everyone enjoys being a part of and contributing to. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I really want some of their reporting to continue to get built out. But this is another great piece of Klaus. They really listen to what support teams want to see and what they use the system for. I can't even be that bothered by a lack of anything because I know that our feedback is put into action. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

Klaus has great, user-friendly tools for checking quality on cases in support. They also have a great cat mascot Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Reporting has been a major one for us as we use reports to share with the team and executives on how the quality of our Support has been for not only customers, but cross-team as well. It is something Klaus has been closely working with us to improve, which is great! Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

The clear views that indicated how many reviews have been written for each member of the team and the Chrome extension to review while having a ticket open are incredibly helpful! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Hard to say I really like Klaus! I guess since we work with a non-hierarchical system where all agents review each other tickets, customized views are a bit harder to understand for the more inexperienced agents so it requires a bit of training of the agents. Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

The instantaneous messaging, and the privacy of those messages was revolutionary for our business. Being easily able to provide positive feedback is a favourite of both management and staff, as so often we only deliver feedback when it's negative. I personally love the Klaus the cat, and the quirky nature of the program. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Possibly the reporting, though it is adequate for us. Often features and settings are a hidden, and take a bit of digging if you don't know where to look Review collected by and hosted on G2.com.

What do you like best about Zendesk QA?

-Easy to use

-Digestible reports

-Helpful across the support team

-Encourages successful feedback within team

-Cat logo Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

-Unable to pinpoint any cons at this time Review collected by and hosted on G2.com.