# Page 3 | Zingtree Reviews 2026. Verified Reviews, Pros & Cons | Capterra

> Page 3 - 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

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Zingtree

4.4 (95)

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Last updated March 13th, 2026

# Page 3 - Reviews of Zingtree

## Showing most helpful reviews

Showing 51-75 of 95 Reviews

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Most Helpful

Rating

Company Size

Reviewer's Role

Length of Use

Frequency of Use

Vincentas K.  
Customer Experience Manager  
Wireless  
Used the software for: 6-12 months

### "We tried to use it for internal training and it should not be used this way"

August 13, 2019

4.0

Build internal knowledge base and troubleshooting tool

Pros

Easy to build simple "trees" Plenty of different styles that help to customize experience Possibility to add images into questions and options Excellent support

Cons

Tree can get very complicated and hard to navigate I think it lacks better UI for more advanced setups where multiple layers are needed

Review Source

AA

Ahmed A.  
Manager, CFS and Transportation Product  
Logistics and Supply Chain  
Used the software for: 1-2 years

### "Was easy to setup and meets our needs"

June 18, 2018

3.0

Helped our after hours support.

Pros

Easy to learn/implement, features are straight forward with already pre-set themes. Ability to have multiple level permissions is a plus also.

Cons

Could use more updated forms. Themes seem to be limited. Some sites are not fully compatible with browser settings.

Review Source

Response from Zingtree

June 20, 2018

As far as themes go, we offer several templates, which are easy to change basic color schemes. These also generate CSS files, which a web developer can further customize to do some really custom work. Not sure what the compatibility issue is. Decision trees can be embedded into other sites via iFrame code, or a Javascript based pop-up menu.

JP

Jennifer P.  
VP of Logistics  
Consumer Electronics  
Used the software for: Less than 6 months

### "Great concept - still trying to get it to work"

June 19, 2018

2.0

Customer service ticket reduction

Pros

Incredible features and capabilities. We are really relying on this software to deflect customer service tickets and improve self-service troubleshooting.

Cons

Very expensive and we can't get it to work correctly with Freshdesk, but we have still been charged for clicks. It was difficult to set up and integrate.

Review Source

Response from Zingtree

June 20, 2018

We worked with Jen and Regina on this, and from our last conversation the Freshdesk setup was working fine. We haven't heard back since, but if there are still issues please let me know. We've tested here as well.

VR

Verified Reviewer  
Content Marketing Specialist  
Marketing and Advertising  
Used the software for: Less than 6 months

### "Amazingly intuitive software for building decision trees"

April 19, 2016

5.0

I've found Zingtree to be a really useful program over the last few months to create interactive decision trees. They have a few different ways to get started, and the Wizard tool is great for building trees just by answering questions and filling in the blanks. While it takes a little time to think about the best plan of action before jumping in, the platform is super easy to use once you get the hang of it -- they have a blog and FAQ full of helpful tips and integrations, too.

Pros

Knowledgeable team, good interface, helpful and informative process.

Cons

Monthly payment plan isn't ideal for my setup.

Review Source

RW

Ryan W.  
iOS Developer  
  
Used the software for: 6-12 months

### "A great tool for helping our customers"

June 18, 2018

5.0

We were able to automate the debugging some of the most difficult issues we face with our customers.

Pros

I love the flexibility of how you are able to put all kinds of data/images/videos into the steps you present. The drag and drop tool for building out the flows is quite nice too. It can be a bit clunky from time to time, but overall it helps out great.

Cons

I wish the intercom integration worked a little better. I don't really think I've ever been able to successfully make it function for us, but i may not have been doing something right. This also ties into the hosting options, which while it works, was a little clunky to set up too. Overall though we love the tool and its saved us lots of time

Review Source

GV

Gadi V.  
Director, Customer Support  
  
Used the software for: 6-12 months

### "pretty good experience, friendly support - open to hearing about feature requests."

June 25, 2018

3.0

Pros

troubleshooting tool for customers on our help center which allows the customer to understand if they have a hardware issue and what to do with it.

Cons

We were hoping for more ticket workflow enforcement for the agent side in Zendesk. Need to implement a procedural workflow to guide/restrict agents on how to work a ticket.

Review Source

BK

Brian K.  
CEO  
Construction  
Used the software for: 1-2 years

### "ZIngtree does what we need it to and we like it"

June 22, 2018

4.0

We hope to have an end user self-service website.

Pros

Clean UI and the end user experience is really nice. It's easy to get started, and there seems to be a lot of support documentation.

Cons

I can't throw anyone on the project, the people I've tried to get to take over building support trees get overwhelmed. It seems like we have to switch between views a lot.

Review Source

John H.  
Senior Software Engineer  
  
Used the software for: 6-12 months

### "Easy to use for any decision tree, loaded with options, and great support!"

June 21, 2018

4.0

Ease of use, quick customizations.

Pros

As a developer, I appreciate the ease of use on the platform, I could hand this off to non-developers and they're able to quickly understand and maintain the application. The customer support I've received has been incredible, the live chat and the phone support has been extremely helped.

Cons

I've noticed a few bugs along the way, but the support team has been pretty good about fixing them.

Review Source

EG

Eliot G.  
Director of Business Development  
  
Used the software for: 6-12 months

### "Great training tool for customer service."

June 18, 2018

4.0

Pros

I started to kick the program around to see how it worked. The setup was so easy that within 3 hours I had built out a substantial training tool that covered 99% of all decision tree items involved in servicing customers. What made this extremely easy to use was that I could easily identify decisions that ended up with incomplete endings. All of our employees now use this to train before engaging with live customers

Cons

As a high volume call center, this slowed down our existing agent productivity. We only use it for training and during the probationary period when learning and precision of message is more important that quantity.

Review Source

KS

Kevin S.  
Customer Care Manager  
Consumer Goods  
Used the software for: 6-12 months

### "Very functional automated troubleshooting"

June 21, 2018

4.0

Pros

Allows easy customization with videos, pictures, and links. Customers can assist themselves without needing to use a contact form.

Cons

\-Gets very messy and convoluted with large trees -Reports could be better set up to provide tracking and session information

Review Source

HC

Hannah C.  
csr manager  
  
Used the software for: 6-12 months

### "very easy to use, intuitive"

June 21, 2018

5.0

Pros

Zing tree has been a huge help to the company, it was used by my CSR to book calls and categorize them correctly. Its easy to build and easy to use.

Cons

I honestly haven't run across any cons using zingtree. it's been user-friendly and we love it!

Review Source

MA

Muhammad A.  
CEO  
E-Learning  
Used the software for: I used a free trial

### "" Easy and a Perfect Software to connect to your team " within seconds. "

September 6, 2022

5.0

I have an excellent experience using this software . I rate 9 out of 10.

Pros

I'm using this software to connect with my team and build a connection so we can easily communicate so this software is accessible, flexible, and powerful enough to meet our criteria. its functions and themes are also impressive and relaxable users.

Cons

Sometimes I face issues regarding new connections or adding new members. Or sometimes its server is down due to heavy traffic.

Review Source

VR

Verified Reviewer  
Knowledge Manager  
Retail  
Used the software for: 6-12 months

### "Has been a great tool for experimenting with decision tree in our customer service organization"

June 19, 2018

4.0

Pros

It is extremely easy to use. Required almost no training time to get more employees and running as they could easily figure out most functionality on their own.

Cons

Reporting functionality can be clunky to use. Dashboards/reports aren't as intuitive and I have a hard time accessing a high-level view of where traffic is going throughout a tree.

Review Source

VR

Verified Reviewer  
Senior Sales Engineer  
  
Used the software for: 6-12 months

### "ZingTree Makes Troubleshooting a Breeze!"

June 15, 2018

5.0

Easily shared troubleshooting processes with my entire team!

Pros

The UI for buildings the trees incredibly easy, the embedded support and documentation makes the software that much easier to get going with!

Cons

I haven't run into any serious cons against the software at this point. I have made several trees and shared them with my team without any issue.

Review Source

CD

Christine D.  
Business Operation Developer Intern  
  
Used the software for: Less than 6 months

### "Challenging at first but after a couple of days it become easy."

June 25, 2018

4.0

Pros

I like that it is easy to use when you actually start using it and you are up and running. I also like the fact that the interface of the tree when it is done looks amazing, and that you can change colors and themes easy.

Cons

I don't like that I cannot download the tree as a pdf or high quality picture. When I download it now, it looks bad and when I tried to zoom in on the tree it gets all blurry. It is also pretty hard to rearrange the tree once you start out, because if you have a complex tree it is hard to follow, especially since you cannot print it.

Review Source

VR

Verified Reviewer  
Customer Experience, Product Expert, Billing and Payments  
Internet  
Used the software for: Less than 6 months

### "The modern way to draw process maps"

June 19, 2018

4.0

It's so much easier to keep our process maps up to date and gather feedback form support agents!

Pros

Allow you to easily keep up to date your process map, get feedback from users, quite intuitive to use. This definitively

Cons

A great added feature would be the auto-generation of the full process map to be able to see the process map in one glance

Review Source

tC

tracy C.  
Customer Service Lead  
Internet  
Used the software for: 1-2 years

### "Used Zingtree to aid temp workers during a busy time of the year"

June 21, 2018

5.0

Helped during the busy part of the year when we had a lot of brand new people

Pros

It is great for people who know how to follow flow charts. Nice user interface! The flexibility in creation of flow charts is very nice. Good for an environment with many users

Cons

If the steps are not written out clearly, it is easy for new employees to get lost. Note really a problem in zingtree, but rather a user error ;)

Review Source

LJ

Lonnie J.  
Manager, Business Operations  
Hospital & Health Care  
Used the software for: 6-12 months

### "Does more than I expected"

June 20, 2018

5.0

Pros

The flexibility of Zingtree allows me to capture multiple business requirements with one system. currenty we have workflows built for our call center teams, but plan to expand to all of our operational work groups in the future.

Cons

Integration with our level of highly secured IE11 creates issues with some of the functions of your software.

Review Source

Gary W.  
Organizational Effectivness Principal  
Financial Services  
Used the software for: Less than 6 months

### "Zingtree offers essential functionality that I could not find in another service."

June 20, 2018

4.0

It offers functionality that I could not find anywhere else.

Pros

The purpose and design are very good for the end user. Also the ability to upload and customize features is helpful.

Cons

It takes a while to understand the back end experience. Also, there are many layers of functionality which are all visible at once.

Review Source

JS

Jose S.  
Tier 2  
Computer Software  
Used the software for: 6-12 months

### "Better flow of work"

May 2, 2019

5.0

Pros

I work on a team where we have lower techs troubleshooting issues before it gets to me. Zingtree has been extremely helpful for when my team or myself are not available, for the other techs to see what we have built up on how to resolve some issues.

Cons

Zingtree can sometimes be a pain to build up but could just be user error.

Review Source

NS

Nate S.  
Client Advisor  
  
Used the software for: 1-2 years

### "Great tool, CSR was a fantastic contact to answer all of the questions we had."

July 26, 2018

5.0

There are a lot of great benefits to this software, from building a system to interacting with the APIs.

Pros

Usability and great knowledge base if we needed anything small-scale. I like the different ways to create trees, it gives it flexibility.

Cons

Unfortunately, the user interface is not the most friendly to use. It has very limited API integration at this point in time.

Review Source

TT

Tashay T.  
Customer Care Manager  
  
Used the software for: 6-12 months

### "We are using Zingtree in our contact center to streamline our call handling process."

June 21, 2018

4.0

Pros

I love the support, it is exceptional. I also like how easy it is for my agents to use. The presentation of the flow once you create it, also is awesome.

Cons

It isn't that intuitive and it can be hard to find videos to show exactly what you need to do. When I am trying to set up flows I often have to reach out for help, that is a little frustrating for me. I also hate that the system doesn't connect with some of our internal systems, our agents log in to way too many systems as is.

Review Source

MS

Mathieu S.  
Transfer Specialist Technician  
Information Technology and Services  
Used the software for: 1-2 years

### "Excellent support from the Zingtree team. "

June 26, 2018

4.0

easy interface for operator

Pros

The interface is very easy to use and make trees that are very easy to use by operator. The GUI is simple and it is easy to move inside the trees.

Cons

When we have too much nodes, could be easy to get lost. It might be cool to have more editors for the plan we have.

Review Source

RC

Regina C.  
Customer Service Manager  
  
Used the software for: Less than 6 months

### "The setup and support has been great. "

June 26, 2018

5.0

Pros

Makes things really easy for our customers as it allows all of the information to be in one place and integrate together

Cons

I have not had a negative experience so far. Even when I ran into issues the support team was able to help us quickly

Review Source

DB

Deven B.  
Support Center Specialist  
Marketing and Advertising  
Used the software for: 6-12 months

### "Pleasant "

June 19, 2018

5.0

I was able to organize and create troubleshooting guide for some of the displays our company services out in the field.

Pros

easy of use. it only took maybe 2 hours before i knew how to set up a decent tree without any hiccups

Cons

lack of options. You cannot organize the nodes as openly as i'd like. I wish we could move text and pictures around more freely and not be confided by lines and margins unless you want to be.

Review Source

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