# Page 2 | Zingtree Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is Zingtree the right Help Desk solution for you? Explore 95 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/137736/Zingtree/reviews --- Zingtree 4.4 (95) [View alternatives](https://www.capterra.com/p/137736/Zingtree/alternatives/) 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 # Page 2 - Reviews of Zingtree ## Showing most helpful reviews Showing 26-50 of 95 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Associate Attorney/Manager of Training and Devolpment Legal Services Used the software for: 1-2 years ### "Quick, efficient, great training tool. Downside is it can be sometime glitch y." June 19, 2018 4.0 Compliance is 100% improved from this time last time. There is another huge bonus in that it has reduced the time required for our team members to understand and use the script. However there are numerous communication issues it has with salesforce that create major issues in the pitch and flow. These mistakes while easy for me to identify are not easy for team members to fix. Pros Ease of use for team members. Great scripting tool for compliance. Greatly reduces on boarding time. Cons It can be glitchy and screens can lock. Not frequent but creates disruptions for team members. Review Source DF David F. Customer Service Representative Used the software for: 6-12 months ### "Awesome Software - Amazing Time Saver" August 1, 2018 5.0 Immense reduction in response time and time spent per customer. Customer issues are solved in at least half the time now because of this software. Pros This software has saved us so much time going back and forth with customers. The step by step breakdown allows our customers to provide all of their information ahead of time and cut down on the amount of emails that have to be sent. Our customers are able to answer a series of prompts that we can see in our system. It greatly reduces how long it takes for a customer issue to be resolved when time isn't being wasted on countless email correspondences. We are now able to answer more customers and faster because of this software and has reduced our overall response time. I would highly recommend this software to anyone dealing in customer service where troubleshooting has many different variables. Cons The one downside to the software is that it can be time consuming to set it all up. This gets easier as you get better with it but it can be a little difficult at first when trying to create a tree for your customer service. The other downside is that it is a little difficult to navigate on the back-end when you are integrating it the software. Review Source VR Verified Reviewer Campaigns Manager Outsourcing/Offshoring Used the software for: 1-2 years ### "It is pretty easy to use and customize." June 20, 2018 4.0 Pros Made my life easier in terms of conveying directions to end user. Very user-friendly for both end user and development. The interface is relatively easy to navigate and has tons of application in our line of work. Cons As the product is easy to use. The interface is not really complicated and pretty straightforward. And based on what Ian using the product for, I have nothing negative to say about the product. Review Source VR Verified Reviewer Owner Used the software for: 1-2 years ### " This is excellent and easy to learn. Great flexibility for implementation. Great product." June 21, 2018 5.0 Used to set up interactive trouble shooting guide to capture tribal machine and maintenance knowledge, and this worked great. Feed back email great feature to correct/add information to trees. Pros Easy to learn and setup with flexible implementation techniques to make the presentation of each screen unique. Great support to help resolve any issues. Working on Interactive In-house Trouble Shooting Guide, and great place to capture tribal knowledge. Cons Had to get a separate software to put videos into trees due to IT firewall of facility. Has to have access to internet to work, or pay great price to put in isolated version. Review Source IW Isaac W. Program Manager, Customer Operations Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Overall my experience with Zingtree has been great. " June 19, 2018 5.0 Zingtree helps our agents provide consistent support to our customers and allows them to easily follow complex processes. Pros While the software takes a little while to get the hang of, the customer support is great - love the super fast response from the leadership team. When I point out something that's broken, it gets fixed usually in 24-48 hours which shows that Zingtree really values it's customers. Cons I wish there was a little more customizability with the Zendesk integration - for example, I wish it had the ability to automatically appear on the screen for agents when a specific category was selected or when a specific type of call came in. Review Source Response from Zingtree June 20, 2018 Hi Isaac - The Zingtree Agent Scripting app for Zendesk can automatically select a tree based upon the Brand field, or the value in any custom field. If you are using a screen pop software with Zendesk, then that may need to set the fields, but otherwise this is an integral part of Zingtree's Zendesk interface. Happy to work with you to get this part in place... Jennifer F. VP of Customer Service Consumer Electronics Used the software for: 6-12 months ### "Just what I was looking for!" December 23, 2018 5.0 I’m really happy with the features, quality and pricing. The support has also been immediate and thorough Pros We have reduced our ticket volume by 70% and made it easier for customers to get answers on their own, which is the preferred way to troubleshoot Cons I would like to see the ability to add images to buttons, without having to use code. Review Source VR Verified Reviewer Product Knowledge Manager Internet Used the software for: 6-12 months ### "Responsive vendor, industry standards, some integration hiccups" June 21, 2018 4.0 Scalability, ease of editing frequently changing processes, and granular data capture lost with previous solution. Pros Easy to use and understand, train new authors on, make accessible to our agents, etc. Scalable, nice UI, good data gathering, and thus far no downtime at all. Cons Sometimes user innovation is stiffled by an approach to Zendesk integration that is rather rigid. For example, surfacing different categories of decision trees required a simple but customer implementation for me team. Also, some bugs have taken a very long time to mitigate in our implementation and team at Zingtree doesn't have a secure approach for resolving this short of access to our implementation Review Source VR Verified Reviewer Technical Support II Outsourcing/Offshoring Used the software for: 6-12 months ### "Efficient and easy to use" June 20, 2018 4.0 Pros ZingTree has helped us to calibrate our call flow and helped our staff to identify the correct info to be provided to our customers. Cons It takes some time to load the zingtree agent scripting. History won't give you the details of the info you've entered at the end of the path. Review Source DS Doug S. Director, Data Governance Used the software for: 1-2 years ### "Positive from every perspective!" June 23, 2018 5.0 Pros Platform is EXTREAMLY simple to design, implement, manage and scale. In the rare case we had a question, the support team responded very quickly to provide assistance. The team is also very eager to help solve new business problems by adding new functionality to the platform. We are designing new trees across our organization to drive processes optimization. Cons Honestly, cannot think of one. Each time I \`think that feature would be nice to have, the team points me to the solution. Review Source VR Verified Reviewer Customer Experience Manager Internet Used the software for: 2+ years ### "Extremely Helpful to our Agents" June 18, 2018 5.0 Pros We use this for internal training and helping agents learn our products and services. We were able to use this to launch our newest products, as well as our app updates Cons Building out the trees can be a little taxing. We have several branches for each main category so it can get daunting. Review Source EF Emanuela F. Operations Manager Used the software for: 2+ years ### "Very helpful tool to ensure consistency across customer experience" June 18, 2018 4.0 consistency of our users verification process which was previously completely based on tribal knowledge Pros guides agents to make the correct decision, consistent customer experience, enforces processes and policies Cons 1\. not very clear reporting 2. would love to be able to customize more what agents see 3. would be great to be able to have different trees for different teams instead of having to create a tree of the trees for agents to select the right path depending on their role Review Source VR Verified Reviewer Software Engineer Used the software for: 1-2 years ### "Bill from ZingTree was a wonderful person to work with." July 26, 2018 5.0 Company has been more effective in the troubleshooting aspect of ZingTree! Pros Easy to use, easily integratable with ZenDesk and other software. Has helped the company expand with troubleshooting processes. Cons More API options would be nice, not just email node support. Also, having multiple people using the same tree sometimes resulted in an error when generating nodes at the same time. Review Source VR Verified Reviewer Agent Performance Manager Used the software for: Less than 6 months ### "ZingTree is easy to use and does EXACTLY what we need it to do. " June 20, 2018 5.0 It has improved our productivity and our ability to communicate with customers effectively. Our biggest challenge was enabling our agents to quickly personalize their scripting. ZingTree allows them to do that effortlessly. Pros The decision trees are easy to set up and to edit. I'm able to create personalized scripting for our agents that has significantly increased our effectiveness. Cons I wish that I could copy a whole node, including the attached buttons instead of having to re-link each button when I make a copy of a node. Review Source VR Verified Reviewer Analyst Automotive Used the software for: 1-2 years ### "Basic, but Effective" September 5, 2018 3.0 Great for call centers and easy to use in terms of getting new employees off the ground and going. Pros Like my title suggests, this software is easy to use and has proven to be a good tool for my agents as our company has started out. It is good for training purposes as well as remaining functional on a day to day basis. Something my company desperately needs. Cons The only real con of Zingtree I can think of in terms of software is the simplicity of it for supervisors. I often see my team wishing there was more they could do with Zingtree, but it does what it is essentially supposed to do. I also wish it had a better navigation bar to help narrow searches. Review Source MP Micah P. Title Specialist Automotive Used the software for: Less than 6 months ### "A powerful decision tree tool with a slight learning curve. " October 16, 2019 4.0 Overall it's been a great additional tool for decision making and collecting data to further our efforts towards efficiency. Pros The feedback function was immensely useful when we were performing beta test runs before implementing it to our entire team and continues to be useful live. We're able to make fixes to errors and update information quickly with feedback from the team! You are also able to quickly jump between scripts as needed. Cons Not entirely a fault on Zingtree as it is likely ideal for call scripts, we've been using it for documentation processing decisions as we saw potential in the program's ability to handle this. The tree mapping can quickly get clunky with more information and it's an extra effort to navigate, pull and organize data. We'd love to see Zingtree expand to have more data focused functions. Review Source Amber L. CEO Telecommunications Used the software for: 1-2 years ### "Best Product of it's Kind" June 19, 2018 5.0 Automation - time is money, and Zingtree saves me a lot of time! Pros Once you start digging in, you see that the possibilities are open-ended. There are several tutorials that provide a full walk-through, but in many scenarios, they're just a starting point if you start thinking out of the box. I think one of the major pros is that the staff is very receptive to user input. Often if you're trying to find a way to make something work, they'll either help you or include it on the next release. Cons There's a bit of a learning curve, but compared to similar services, I wouldn't let it deter you from using it. Review Source RG Rachelle G. Team Lead Executive Office Used the software for: 1-2 years ### "Very easy to set up. I wish there were a few more features. " June 18, 2018 4.0 Pros I like how easy it is to set up new trees. There are also a lot of customizable settings. When employees are added to the zingtree admin list, it is easy for them to also figure out how to use the system. When changes need to be made, it is easy to do so and changes are reflected immediately. Cons Setting up training simulations is not easy. Wish there were more options for multiple choice and scoring. I do not like how only one user can be signed in at a time. Review Source FL Fran L. Service Manager Used the software for: 6-12 months ### "Very easy to set up and edit" June 21, 2018 3.0 Pros I liked the easy set-up, it did not take a lot of time before we had a base version running. Editing is done on the spot with no fuss. Nice clean design (finished product). Cons Editing mode can be a bit cleaner graphic wise. The editing itself is easy once you know how. I do think that the editing menu can be improved. More templates would be a nice addition Review Source Response from Zingtree June 25, 2018 Hi Fran - Thanks for the review. If you have any specific suggestions on how to improve editing, we'd love to hear them. Just about all of our product updates are customer driven. Please reach out to me at bill@zingtree.com if you'd like to share your ideas. Thanks, Bill Dettering Zingtree https://zingtree.com VR Verified Reviewer Operations Support Consultant Internet Used the software for: 1-2 years ### "Great service, fast deployment" June 21, 2018 4.0 Pros I used ZingTree about a year ago and found it easy to get up and running and easy to embed into our websites Cons I found that re-using pieces of trees to be a bit of a burden. I know you've made some progresses to move it forward Review Source AG Alexis G. Digital Marketing Manager Consumer Goods Used the software for: 1-2 years ### "Zingtree was the perfect solution for an interactive troubleshooting walkthrough tool." June 28, 2018 4.0 Pros Zingtree's backend interface is extremely intuitive and user friendly. U.S. Boiler has been able to easily and accurately create troubleshooting walkthroughs for U.S. Boiler products. These walkthroughs are utilized by our customer base. The troubleshooting scenarios are easy to update and allow us to embed videos and imagery to better demonstrate how to solve certain issues. Cons The only issue I've experienced with Zingtree is the sizing of imagery. My images were not responsive to mobile devices. However, I did reach out to a representative of Zingtree and my problem was promptly resolved. Review Source VR Verified Reviewer Director of Content + Communications Marketing and Advertising Used the software for: 6-12 months ### "Useful Tool for all Kinds of Q&A Purposes " April 19, 2016 5.0 Once you get the hang of this, making and deploying decision trees becomes a breeze. Highly recommend you try using Designer first (I'm a visual learner). But I have heard Wizard is a great way to start too. Pros \- Helpful sales team to set you up with the right plan - Customization / CSS Cons \- Getting started can be tricky - Currently, only available in English (localization) Review Source MA Morgan A. Software developer Used the software for: 1-2 years ### "Team is really available to help and they are knowledgeable about their own system and integration" June 22, 2018 4.0 Pros It's easy to use. As stated above, the customer support is helpful when setting up your trees. The system overall isn't bad. Cons Its hard to make anything look professional without custom html and css. Maybe add more customization or drag and drop capabilities for customers with less technical background Review Source BW Beka W. Sales & Marketing Coordinator Insurance Used the software for: 6-12 months ### "We use Zingtree to manage the steps and script of a multi-step direct marketing campaign." June 15, 2018 4.0 The ability to build and manage the steps and scripting of a huge campaign while preserving a simple end-user experience has greatly improved the organization and efficiency or our direct marketing efforts. Pros The end user experience is great. We use the Zingtree publishing link for an employee to easily navigate to what he needs in a very complicated decision tree. Cons We would love easier options for importing from our CRM so the merge fields could be easily populated. Review Source TB Tim B. Knowledge manager Used the software for: 1-2 years ### "A standout product that does exactly what it claims to " June 21, 2018 5.0 Pros The clean look and feel as well as the ease of use. This product and the reporting are fantastic. Keep up the good work. Cons Times out too easily and lose changes which is frustrating. This appears to be an intermittent issue but one that needs addressing. Review Source CP Cassie P. Web Manager/Developer Used the software for: 2+ years ### "Zingtree has helped our agents improve efficiency by having service steps at their fingertips." June 25, 2018 4.0 Pros Zing tree is easy to use for both our agents and our admins. We like that we can tie together smaller trees and provide a robust support system for our agents. Cons Sometimes the menu structures are a little bit clunky and can make the build a little confusing on trees that have many options. Review Source Similar Products Featured