Service Creatio vs Zendesk comparison

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93% willing to recommend

Service Creatio

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Executive Summary

We performed a comparison between Service Creatio and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

To learn more, read our detailed Service Creatio vs. Zendesk Report (Updated: April 2025).

Service Creatio vs. Zendesk

April 2025

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Helped 847,959 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Service Creatio

Ranking in CRM Customer Engagement Centers

11th

Average Rating

9.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

Customer Experience Management (19th)

Zendesk

Ranking in CRM Customer Engagement Centers

7th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Service Creatio is 1.3%, up from 0.7% compared to the previous year. The mindshare of Zendesk is 5.4%, down from 11.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Anatolii Vovniuk

Deputy Chief Information Officer, Head of Digital Strategy & Cybersecurity at Kyiv City Council

City governments improve service efficiency with automated workflow processes

The customer self-portal is not good. Service Creatio ( /products/service-creatio-reviews ) has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us. The design of the customer self-portal is quite bad, particularly the UI. It is not capable of integrating third-party identification systems like GEO, Per zone, or BankID for authorization of external users. It would be beneficial to have the possibility to easily build communication or interaction between different services with different instances of Service Creatio.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"You can draw a video map or draw on a piece of paper and put it in creation using the designer tool."

"Our customers have seen value and efficiency using this solution."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"It is a scalable solution."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"We rarely had issues with Zendesk."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

More Zendesk pros

Cons

"The return material authorization should utilize no-code or low-code."

"The customer self-portal is not good. Service Creatio has a special capability for external customers and users to access the web portal, but we had to use third-party solutions developed by us."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"The solution itself wasn't easy to set up."

"You couldn't give administrative access to new hires."

"The dashboard could be better."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

More Zendesk cons

Pricing and Cost Advice

Information not available

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"From what I hear, Zendesk's pricing is a little expensive."

"The price is very competitive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

23%

Educational Organization

11%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Service Creatio?

You can draw a video map or draw on a piece of paper and put it in creation using the designer tool.

What needs improvement with Service Creatio?

What advice do you have for others considering Service Creatio?

I would recommend improving the ease of building interactions between different installations of Service Creatio. The interactions would allow one service to start in one city and finish in another...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.

What needs improvement with Zendesk Support?

Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...

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Product Reports

CRM Customer Engagement Centers

March 2025

Download Service Creatio product report

Download Zendesk product report

March 2025

Also Known As

bpm’online customer service, bpm’online service enterprise

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Intelligent service management platform to accelerate service delivery and customer delight

Service Creatio offers out-of-the-box processes based on industry best practices for medium and large organizations. Manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Creatio recognized in Gartner 2016 Magic Quadrant for the CRM Customer Engagement Center, as well listed in Five Categories of The Gartner CRM Vendor Guide 2016 (SFA, Partner Relationship Management, Inside Sales and Customer Service Software).

Creatio

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Health e(fx), People 2.0, Citilink, Dealer eProcess (DEP)

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber