# Zendesk QA Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Zendesk QA the right Contact Center Quality Assurance solution for you? Explore 23 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/180104/Klaus/reviews --- Zendesk QA 4.9 (23) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Zendesk QA Ease of use 4.9 Customer Service 4.8 ## Pros and Cons in Reviews EK Ervin K Head of Customer ExperienceInformation Technology and Services, 11 - 50 employeesUsed the software for: 6-12 months. “Klauss has opened us a way to interact with our support team and create a development scorecard, performance review procedures, and follow the progress of our agents in the long and short term.“ February 11, 2021 Nitish P developerComputer Software, 201 - 500 employeesUsed the software for: 6-12 months. “endesk's QA tools may not offer deep customization for specific workflows, making it challenging to adapt automated testing for unique business needs.“ February 1, 2025 DM David M Escalations SpecialistConsumer Services, 51 - 200 employeesUsed the software for: 1-2 years. “Filtering reports can be quite bothersome if there are a lot of agents to search from since the interface gets quite slow.“ November 1, 2024 ## Showing most helpful reviews Showing 1-23 of 23 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Shari G. Management Consultant Lead Consumer Services Used the software for: Less than 6 months ### "Great C-SAT Software" July 2, 2022 5.0 Pros My managers use this tool to provide me with quality assurance scoring on selected cases that we work on. My cases are imported from Front and allows me to view the entire conversation thread and the specific reply that I was graded for within Klaus. There is a section for me to view the breakdown of my scorecard and any comments my manager left, along with a comment section to leave my own comments. The dashboard is also very detailed and allows me to see my scores for different periods and I also get the alerts when I am scored to my slack along with my email. There are a lot of things that can, no doubt, be accomplished by using Klaus that would save you the time of having to hammer though excel to create the perfect scoring sheet. Cons I have not had to use it it in a manner so as to have a bad experience with the software. It's simple and efficient. Review Source SO Sarah O. Quality Assurance Manager, CX Department Leisure, Travel & Tourism Used the software for: Less than 6 months ### "Qualitista wins!" May 9, 2019 5.0 Pros We adopted Qualitista after shopping other CX QA programs for a few reasons. As a company that was finally outgrowing our home-grown QA solutions, we wanted to find an affordable system that included integrations with our CRM software (Kustomer), had a very responsive team to support & help us grow in our QA journey, and had an easy-to-use interface. We didn't need all of the bells & whistles that some of the pricier options included, but we did like the idea of being an early adopter with a newer startup that would prioritize our needs in building their roadmap. We've found exactly that - exceptional response to questions, quick fixes when something goes wrong, and a willingness to partner with us rather than "manage" our process. Cons Sometimes the speed to roll out new features overtakes our communication, but it's definitely gotten better :) Alternatives considered [MaestroQA](https://www.capterra.com/p/172800/MaestroQA/)[Playvox](https://www.capterra.com/p/164542/playvox/)[Scorebuddy](https://www.capterra.com/p/226597/Scorebuddy/) Reason for choosing Zendesk QA Pricing, direct line to managers, and integration with our CRM. Review Source VR Verified Reviewer Associate Director Marketing and Advertising Used the software for: I used a free trial ### "Zendesk, a great helpdesk one can ever experience " June 17, 2024 5.0 Pros 1\. Super easy to learn and implement 2. Great dashboard and simple commands for actions 3. Effective Realtime tracking ad monitoring Cons 1\. A bit expensive 2. Multi-login sessions are not supported( Web and phone together while travelling) Review Source DK Deniz K. Senior Manager Customer Support Insurance Used the software for: 1-2 years ### "Valuable tool to improve quality of Customer Support teams" September 2, 2025 5.0 Pretty good. We don't need to contact support that much and the software is easy to use and such a valuable tool for us to make sure that we operate in high quality and give timely feedback to our teams. Pros It's really easy to do QC and link to Intercom as well as Aircall which are the software we use so love the ease about it. The set up was also really well managed by the onboarding team. Cons When they initially changed from Klaus to Zendesk, it took us a very long time to get used to the lack of chat. We loved the chat availability for Klaus and reaching to support now has a bit of friction as it's via a form submission. Review Source VR Verified Reviewer developer Computer Software Used the software for: 6-12 months ### "Best of Zendesk QA" February 1, 2025 5.0 This platform provides a structured way to manage quality assurance, making it easier to track and evaluate customer interactions. Pros is used for process that evaluates customer service conversations to ensure they meet quality and reliability standards, Cons endesk's QA tools may not offer deep customization for specific workflows, making it challenging to adapt automated testing for unique business needs. Review Source Valentina T. Team Lead Information Technology and Services Used the software for: 1-2 years ### "Manager reviews, peer reviews, cross departamental reviews - all the reviews" March 21, 2019 5.0 Qualitista helps us to encourage peer reviews and cross-team learning for support agents. Constant peer reviews have increased trust and facilitated knowledge sharing. Onboarding time has been reduced as it allows new agents to review "successful" tickets (instead of only seeing open = unsolved cases in the queue). Codifying how we define quality has helped us to create training material and a joint vocabulary around how we solve customer queries. Pros \* Ease of onboarding \* Versatility of use (adaptable to different needs, even within the same account different teams can use it as they see fit \* Customer service Cons \* Documentation/Knowledge base is yet to be fully developed Review Source Johann K. Customer Support Specialist Information Technology and Services Used the software for: I used a free trial ### "The Review" August 22, 2019 5.0 One of kind product which just a pleasure to use. Definitely recommend for big customer support teams. Pros It makes giving feedback to the customer support team so convenient that it's actually enjoyable. Amazing reports are just a cherry on the cake. Cons Can't say anything bad besides the price tag. It's quite heavy for a small team who could handle to QA without the tool Review Source DD David D. Director of Operations Computer Software Used the software for: Less than 6 months ### "AMAZING PRODUCT! A REAL QUALITY ASSURANCE PRODUCT!" March 27, 2019 5.0 We needed a good Quality Assurance system for our ZenDesk. We tried to make notes in tickets but it got messy and we don't have any way of reporting on performance. After Qualitista, we can easily see a performance and make metric reports on team/individual levels. Thank you so much for making this product! Pros \- Visibility on every level - Customizable on the fly - Best customer service - Easy implementation - Reps are THE BEST!!!! Cons NOTHING! There is nothing wrong with this product. Everything is amazing! Don't even think twice. GO WITH QUALITISTA! Review Source KB Katia B. Head of Support Information Technology and Services Used the software for: 1-2 years ### "Great tool for great support teams " March 25, 2019 5.0 Pros It saves you a lot of time on tickets review and helps to keep track of agents performance in one place. User friendly design and ease of use! Cons Nothing in particular, we had a few glitches with the tool when we started but they are all gone now and everything works smoothly. Review Source Kamil R. CEO & Founder Computer Software Used the software for: Less than 6 months ### "Very useful" March 25, 2019 4.0 Decent product with great support. They are developing features fast - bright future ahead, wise choice. Pros I like how it works with Intercom and how our agents find it useful. Cons It's a pretty fresh product still I didn't find anything major that would make me complain. Review Source DM David M. Escalations Specialist Consumer Services Used the software for: 1-2 years ### "Zendesk QA is great for quality check purposes, recommended." November 1, 2024 5.0 It has been great for writing quality audits since it makes it easier with the web browser extension. I can look at the ticket that I'm auditing while writing the review and have the complete functionality of the complete webpage. Really great! Pros Easy solution for making reviews or quality audits on coworkers. It keeps track of everything, being able to link it with our ticketing system and create custom scorecards. Great stuff with a good sense of humor. Cons Filtering reports can be quite bothersome if there are a lot of agents to search from since the interface gets quite slow. Review Source FK Fotios K. Customer Support Team Lead Computer Software Used the software for: 6-12 months ### "Klaus has the best UI in the business." December 8, 2022 5.0 I like the UI and I particularly like the reporting it allows. It goes quite deep. Pros We just moved over to Klaus a few months ago and it has helped my team track our teams' performance more accurately. Cons It takes a minute to get acquainted with it but then it rocks. Review Source JG Jonny G. Sr. Customer Experience Manager Consumer Goods Used the software for: 1-2 years ### "Game Changer" September 8, 2022 5.0 Pros The platform is easy to use and set-up. It has been valuable with coaching and providing feedback to the agents. I also love how they are constantly improving the platform. Cons I wish that the coaching form was more customizable. Review Source EK Ervin K. Head of Customer Experience Information Technology and Services Used the software for: 6-12 months ### "Bitsgap success story" February 11, 2021 5.0 Klauss has opened us a way to interact with our support team and create a development scorecard, performance review procedures, and follow the progress of our agents in the long and short term. This has already eliminated a whole lot of problems with underperformance and highlighted the success of top notch support agents. Thank you for that! Pros Features that our support channel service doesn't provide: random selection of tickets, advanced filters, conversation rating, conversation timeline, convenient tag usage Cons For someone who starts with a conversation QA it is hard to decide where to begin and how to set-up everything. I would say that in-platform tours would be a good feature to have. The other thing are ratings, while 3 point ratings don't reveal much of the information, the 5 point system is too much. The 4 point rating would be a good fit for our company so we can distinguish feedback in the following ratings: Bad, Ok, Good, Wow Review Source Response from Zendesk February 18, 2021 Thank you, Ervin, for the review Klaus actually has a 4-point rating scale in the options as well. You can find it in the Rating scale setting. Let us know if you need any help setting that up. LS Luna S. Training and Quality Specialist Logistics and Supply Chain Used the software for: Less than 6 months ### "Time Saving and So Helpful" March 20, 2019 5.0 My experience with Qualitista has been absolutely stellar. I get a message when something in the app isn't working correctly. I'm able to request features directly to the folks who are building it. This is why I can't really say anything I don't like about it. Anyone who purports to understand anything about technology knows that it's constantly changing and getting better. We've been on the platform for almost two months and things are getting better with regularity. This a great product and I recommend it to anyone who really values their time. Pros Qualitista has been a life saver! I'm the Training and Quality Specialist for an app startup and this is a new position for the company. We still don't know some of things that I'm going to be responsible for, but I have so many ideas. The way I was doing ticket assessments before took SO much time that I couldn't work on anything else. I saw Qualitista and was instantly excited about the time I was going to save and the depth in which I'd be able to get with assessing our team members. The progress tracking, the feedback communication, all of it in one place? This program has helped me SO much! Cons I haven't found anything I don't like about it so far. Review Source SW Shontae W. Quality Assurance Specialist Consumer Services Used the software for: 6-12 months ### "It's awesome!" November 18, 2019 5.0 We are quickly able to confirm who is excelling in certain areas versus who needs improvement. Getting notified via slack immediately when reps respond is really nice as well. It allows us to address concerns right away as they come in. We really get to see the big picture at a glance which helps the entire team grow. Pros The software is very user friendly. I can easily manage and view statistics for individuals. Cons So far, I really like the software. Occasionally we have outages however it's addressed right away when notified to your support team. The customer service all around is awesome. Reason for choosing Zendesk QA It's easy to use and has a more streamlined approach. We also love the cat mascot lol. Review Source sL shannon L. Customer Operations Manager Financial Services Used the software for: 6-12 months ### "Great !" February 6, 2023 5.0 Keep me accountable, and makes marking fun and engaging. Great for getting buy-in and also colleagues on board. Quiz features are also great and the short courses they provide and the community is a perfect addition. Pros It's fun, and super intuitive and the customer service is great - all great things to make a product truly work for you. Cons The only thing I have slight issues with would be the delay in CSAT being pulled and sent and the conversation filters aren't as customisable as I'd like, but this doesn't deter from the overall experience. Review Source VR Vaelita R. Merchant Support Specialist Consumer Services Used the software for: 6-12 months ### "K-Cat review" April 29, 2021 4.0 Overall experience with Klaus is positive, as it allows to give and receive the feedback of daily tasks easily. Pros Klaus is very easy to use to set up all the different things a company would need to include to give reviews, comments and feedback on the employee's work in a certain period of time. Accessibility to have this software integrated is set up nicely, and is not complicated. Also, it is comfortable to have the results and feedback displayed in various ways, whether in a table or grid view, it is a really thoughtful feature to be included for everyone. Cons At times, it may be glitchy and repetitive work is required, however, it all depends on each section, so no major complaints about this. Review Source PJU Paul Jordan U. Customer Support Representative Broadcast Media Used the software for: Less than 6 months ### "How Klaus Makes QA Feedback A Great Experience" May 12, 2021 5.0 Klaus enabled us to personalize feedbacks and empower both the Evaluator and the Receiver an equal opportunity to discuss a Specific Conversation. This scenario is definitely a top choice for startups or even Enterprise companies alike. Pros Being able to access Klaus anywhere at any time is really handy as I can check on my latest or previous QA feedbacks when I need it. Cons It does not load as fast as I would expect from a web application that is integrated with our chat tool but it still does the job pretty well given the few seconds of wait time. Review Source KP Kevin P. Customer Success Champion Computer Software Used the software for: Less than 6 months ### "Klaus is great!" August 16, 2019 5.0 Pros I love the ease of use for organizing and reviewing conversations! It really makes a potentially messy job super easy by stripping out all of the customer's data and just allowing us to focus on the content! It's really helped!! Cons It was kind of confusing at first but once I got the hang of it was great! It didn't take long to get up to speed. Review Source JT Juraj T. Marketer Computer Software Used the software for: Less than 6 months ### "Excellent conversation review tool" August 12, 2021 5.0 Pros Platform that is very easy and fun to use. Friendly and clean UI with everything that we need in one place. Their customer support is just awesome - very responsive! Cons We haven't encountered any dealbreaking issues. Review Source SH Simone H. Support specialist Computer Software Used the software for: 6-12 months ### "Great tool" August 26, 2020 5.0 Pros Klaus is really user friendly. It makes QA amongst my teammates really valuable. We hadn’t used any other tools before and Klaus has proven to be what works best on both ends. Their support team is great too. Cons I don’t have any complaints or cons. It’s great Review Source RV Ryan V. Manager, Qualitative Product Support Market Research Used the software for: Less than 6 months ### "Great Product" March 20, 2019 5.0 Pros The customer support is top notch and issues are addressed and resolved quickly. Cons The feature set isn't there yet, but they are constantly adding new features and the team is responsive to suggestions and areas for improvement. Review Source Response from Zendesk November 19, 2019 Thank you for your review and support ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.