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

Glia

(55)

4.8 out of 5

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Sofia S.

Team Leader

Small-Business (50 or fewer emp.)

12/14/2022

"Easy to use and to customise"

4/5

What do you like best about Zendesk QA?

It's fast to set up, and good even in the basic version it gives great insights into your metrics and team efficiency. Amazing features and assignments in the pro mode. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

It is perfect for our team, the only (although small) downside it that it takes a minute for the conversations to be uploaded and for us to be able to review them. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

12/28/2022

"A great way to grow as a support member!"

4/5

What do you like best about Zendesk QA?

One of my favorite parts of Klaus is receiving constructive feedback from my coworkers, and learning from it. It's a great way to share insights without creating conflict between team members! Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Klaus' UI can be a bit confusing—the browser version (which I use) has a lot of details on the same page, which, especially for new users, can cause confusion as far as where to find things. Making it a bit simpler (with bigger font) could be really useful. Review collected by and hosted on G2.com.

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

My answer here would be similar to my answer to the first question—getting better at customer support by constructive criticism. As long as your team has a healthy environment and rates the conversation (rather than the individual), Klaus can be a great way to grow and learn together as a team. Review collected by and hosted on G2.com.

Ellie S.

Trainer

Enterprise (> 1000 emp.)

12/14/2022

"Simple and effective"

5/5

What do you like best about Zendesk QA?

Klaus makes quality assurance easy to complete. The tools are simple but effective and it's incredibly user-friendly. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

At this time, Klaus meets all the needs of our business. There are no tools missing, no gaps in features, and it's effective in performance managing our team. Review collected by and hosted on G2.com.

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

Klaus is helping us as an evolving business to monitor agent performance alongside internal procedures - we can easily monitor where agents need to improve versus where our procedures need to improve. Being able to easily see trends over time as well as over different teams and individuals has great value for us as we fine-tune how we operate as a department. Review collected by and hosted on G2.com.

Edgar A.

Head Of Customer Support

Small-Business (50 or fewer emp.)

2/15/2023

"Klaus is an excellent tool for customer support teams who are looking to improve their QA processes"

5/5

What do you like best about Zendesk QA?

user-friendly and easy to set up, which is great for teams who are looking for a quick and efficient way to improve their customer service.

its ability to facilitate collaboration among team members Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

20 seat minimum seems are too much for a small team. I guess 10 will be a nice compromise. Review collected by and hosted on G2.com.

Michel T.

Quality Assurance Associate

Mid-Market (51-1000 emp.)

12/20/2022

Business partner of the seller or seller's competitor, not included in G2 scores.

"All in one tool for Quality Assurance."

5/5

What do you like best about Zendesk QA?

Klaus is very user-friendly and easy to get used to. It is probably the best Quality Assurance platform we have ever used and has an excellent support team in case of open questions. It provides great tools to communicate between your colleagues and the evaluated team. It's an all-in-one tool to provide Quality Assurance. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

No real downsides to the tool. Sometimes updates are carried out too quickly and without prior notice, but they only improve the interface. Review collected by and hosted on G2.com.

Javier P.

Support And Quality Agent

Mid-Market (51-1000 emp.)

8/31/2022

"Consistent Quality And Efficiency"

5/5

What do you like best about Zendesk QA?

Klaus is a tool that helps you make sure the quality of others' work is up to standards, however, my favorite aspect of Klaus is its quality itself. I have been a user for more than 2 years and I'm glad that the platform has done nothing but improving and keeping that consistency. Something I love is the browser extension, which allows you to review work more efficiently, and I highly recommend it, although Klaus would still be great without it. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Something I don't like is that, sometimes, it's hard to find or select the user that you need to review, although that could not be related to Klaus itself, but still, I believe that can be improved, along with the loading times of the platform which were not that great at the beginning, but they seem to be good now. Review collected by and hosted on G2.com.

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

In my opinion, it serves its purpose. I'm able to deliver feedback to others promptly, and they are notified rather quickly. The quality process overall takes very little time for the reviewer to leave the feedback, and the reviewee can receive it, review it, and apply the adjustments needed based on the feedback that they received. Review collected by and hosted on G2.com.

Timmyleh P.

Team Leader

Enterprise (> 1000 emp.)

12/22/2022

"Amazing Quality software"

5/5

What do you like best about Zendesk QA?

I love the visuals that Klaus provides to its users. It's easily understandable and helps users to explain and provide feedback on how agents can improve better on their performance. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

Currently, I do not find any issues Klaus needs to address as all its features work well on me. I'm pretty sure Klaus will continue to innovate. Overall, Klaus is okay for me. Review collected by and hosted on G2.com.

Camilla P.

Junior Quality Assurance Specialist

Enterprise (> 1000 emp.)

2/22/2022

"Great as it looks like!"

5/5

What do you like best about Zendesk QA?

Klaus is very easy to use and custom. Apart from that, the UI is beautiful and intuitive, they have great customer support and awesome branding.

. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I'd like the dashboards, and the assignments feature to have more filtering conditions. I don't like that the 0-weight categories get counted in the final scores. And I also think that we're lacking a feature that automatically counts the minutes between the messages (i.e., the reply time). Review collected by and hosted on G2.com.

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

Klaus is great for measuring the performance of the support agents individually and for identifying specific struggles they're having. It also helps us see which internal processes are not being followed correctly, which of them have flaws that need to be fixed and other situations that could benefit from having a process to indicate the best practices. I'm also using it to analyze the root causes behind customers' negative ratings. Review collected by and hosted on G2.com.

Jake A.

Support Specialist

Mid-Market (51-1000 emp.)

12/14/2022

"Great experience overall!"

5/5

What do you like best about Zendesk QA?

I use it in our Support department to help Agents and Leads share feedback about ticket responses. I like the clean UI and the user-friend scoring options. There is also the ability for customizations that are helpful. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

I feel like there are a fair amount of features that I don't use, but I don't really have any complaints from what I have worked with. Review collected by and hosted on G2.com.

Verified User in Design

Enterprise (> 1000 emp.)

6/21/2023

"Klaus review"

4.5/5

What do you like best about Zendesk QA?

The upsides of using Klaus are that it's easy to use, there are fun cat visuals, and their chat support is always quick to reply if I have any questions or concerns. Review collected by and hosted on G2.com.

What do you dislike about Zendesk QA?

There's not much I can think of that I dislike. One small issue is that the text box for leaving comments on reviews could be bigger. Otherwise it's very user-friendly. Review collected by and hosted on G2.com.