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Zendesk vs Zingtree Comparison

Overview

Zendesk's fully customizable help desk solution scales with your business and enables organizations to solve tickets easily....

Zingtree allows you to build no-code, interactive decision trees that help you create agent scripts, guide customers, and...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$19/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$25/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

1,319

889

238

43

34

  • Value for money
  • Ease of use
  • Features
  • Customer support
96%
would recommend this app

4.4

(94)

5

4

3

2

1

49

37

7

1

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
94%
would recommend this app

Pros

Ticket handling is great, and the way everything links together is amazing. The ability to search across the whole platform (documentation, tickets, users) all at once, is fantastic.
It's a very easy to use with very good features that really help make the job much easier. I really learned a lot thanks to it, becaus zendesk helps me know my applicacion even better.
The experience with Zendesk is very good, it has helped me to better organize the incidents, give them priority and also be able to obtain very good statistics to analyze the work of the team.

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.
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.
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.

Cons

I dislike that unless you are communicating within the actual Zendesk software with your admin/technical support team, it comes through as a confusing email thread that is hard to follow.
Its routing function is slow, and it is not automatable. Another problem is (ironically) your tool for managing and tracking problems, it's slow.
I haven't found any problem with this app at the moment. I think it fits our needs at the moment, I will update my review if I ever find a problem.

Cons

The other downside is that it is a little difficult to navigate on the back-end when you are integrating it the software.
The pricing for the customer-facing decision is so cost prohibitive that we scrapped the idea altogether. Pay per click does not work.
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.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last review9 months ago

Key features

  • Total features98
  • "What If" Scenarios
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call Recording
  • Call Routing
  • Call Scripting
  • Caller ID
  • Chat
  • Class Scheduling
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Conversion Rate Optimization
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Profiling
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Management
  • Employee Onboarding
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forms Management
  • Help Desk Integration
  • IVR / Voice Recognition
  • Instant Messaging
  • Interactive Content
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Lead Scoring
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Secure Login
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Usage Tracking
  • Web Forms
  • Widgets
  • Workflow Management
  • Total features28
  • "What If" Scenarios
  • A/B Testing
  • API
  • Access Control
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Application Integration
  • Archiving & Retention
  • Assignment Management
  • Audit Trail
  • Authentication
  • Auto-Responders
  • Automatic Backup
  • Automatic Notifications
  • Benchmarking
  • CRM Integration
  • Call Center Management
  • Call Recording
  • Call Routing
  • Call Scripting
  • Caller ID
  • Chat
  • Class Scheduling
  • Collaboration Tools
  • Collaborative Workspace
  • Commenting
  • Conditional Logic
  • Configurable Workflow
  • Contact History
  • Content Filter
  • Conversion Rate Optimization
  • Custom Fields
  • Custom Forms
  • Customer Activity Reporting
  • Customer Database
  • Customer Experience Management
  • Customer Profiling
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Disaster Recovery
  • Drag & Drop Interface
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Database
  • Employee Management
  • Employee Onboarding
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Filtered Views
  • Forms Management
  • Help Desk Integration
  • IVR / Voice Recognition
  • Instant Messaging
  • Interactive Content
  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
  • Lead Management
  • Lead Scoring
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Company
  • Multi-Language
  • Multi-Location
  • Multiple Format Support
  • Multiple Projects
  • Multiple User Accounts
  • Online Forums
  • Performance Reports
  • Permission Management
  • Predictive Analytics
  • Prioritizing
  • Queue Manager
  • Ratings & Reviews
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Reporting & Statistics
  • Role Management
  • Rules-Based Workflow
  • SLA Management
  • SMS Integration
  • SSL Security
  • Secure Login
  • Self Service Portal
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Surveys & Feedback
  • Tagging
  • Third Party Integration
  • Timer
  • Two-Factor Authentication
  • Usage Tracking
  • Web Forms
  • Widgets
  • Workflow Management

Integrations

  • Total integrations867
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations10
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

User reviews that mention these apps

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

Share this review:

Zingtree

Good end user experience, bad backend experience

Reviewed 3 years ago

The ZenDesk integration is key.

Pros

The end product is easy for our agents to use. Looks nice and functions well. We chose Zingtree above other platforms because of its integration with ZenDesk. Great customer support too!

Cons

The UI for building the decision tree leaves a lot to be desired. There needs to be a blend between the Thumbnails View and the Simple View on the Overview part of the site when you are in the backend. I need to be able to see all of the text that is on the Node (which is shown in the Thumbnail View) and where each of the nodes links to (which is only shown in the simple view). It makes no sense and...

Vendor response

Hi Deanna - We've posted a major update to Designer since you wrote your review. It's a lot easier now to manage your trees in this tool. Also - the Zendesk agent app does indeed display questions and answers.See the summary of the Zendesk app (and the History view screenshot) on this page: https://zingtree.com/faq.php?start_node=26&start_tree=141123244000 We're continuing to improve Zingtree based upon our customer's feedback, and in general your comments are really helpful. Bill

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Zingtree

Bill from ZingTree was a wonderful person to work with.

Reviewed 3 years ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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