Service Creatio vs Zendesk comparison

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Service Creatio

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Executive SummaryUpdated on Jun 29, 2025

Service Creatio and Zendesk compete in the customer management solutions category. Service Creatio appears to have the upper hand in customization and integration, while Zendesk leads in support capabilities.

Features: Service Creatio provides powerful customization, process automation, and CRM integration, offering tailored workflows. Zendesk excels with comprehensive ticketing, efficient customer service management, and analytics, delivering structured service experiences.

Ease of Deployment and Customer Service: Service Creatio offers a highly adaptable deployment model, ideal for businesses prioritizing customization, supported by responsive customer service. Zendesk simplifies onboarding with an intuitive setup, extensive knowledge base, and dedicated support teams.

Pricing and ROI: Service Creatio presents attractive ROI through tailored solutions, extensive flexibility, and process optimization. Zendesk's pricing emphasizes quick deployment, tangible customer support benefits, and efficient pricing model, offering immediate value.

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

Service Creatio vs. Zendesk

December 2025

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Helped 881,082 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

9th

Average Rating

9.0

Reviews Sentiment

7.6

Number of Reviews

Ranking in other categories

Customer Experience Management (11th)

Zendesk

Ranking in CRM Customer Engagement Centers

4th

Average Rating

8.0

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

CRM (8th), Help Desk Software (4th), IT Service Management (ITSM) (6th), Sales Force Automation (4th), Reporting (10th), Knowledge Management Software (3rd), Community Platforms (1st), AI Customer Support (7th), AI IT Support (7th)

Mindshare comparison

As of January 2026, in the CRM Customer Engagement Centers category, the mindshare of Service Creatio is 2.9%, up from 1.1% compared to the previous year. The mindshare of Zendesk is 6.9%, up from 6.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Zendesk	6.9%
Service Creatio	2.9%
Other	90.2%

CRM Customer Engagement Centers

Featured Reviews

Julio Falcon

IT-Director (CTO) at No Code Services

Customization and process automation enhance support operations, but interface consistency could improve

At this time, there is not specifically something to improve regarding Service Creatio, but a couple of years ago, Creatio started developing a new version called Freedom UI with new interfaces. The new interfaces are amazing, but we still have some features in Classic UI that we cannot use in Freedom UI. What we miss is having all features in Classic available in Freedom. Creatio works every three months to release new features, but they are taking too much time to make all those features available. We could use more time. There are a lot of business rules we can use in Classic UI, but we cannot use many of those business rules in the Freedom UI because of the different interfaces. We miss several kinds of business rules or conditions that we could use in the design of the application or interfaces to the customer. For instance, I had a feature to introduce a formula graphically, but I can only use very basic formulas in the latest release. In Classic UI, we have powerful formulas, but in Freedom UI, I am limited to direct files from the current screen. The only thing I miss is having all the features from Classic UI available in Freedom UI. For instance, managing duplicated records is a feature that we can easily use in Classic UI, but in Freedom UI I cannot merge contacts to resolve duplicates, which is not available yet.

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AmandaSanchez

Consultant and Startup Founder at AimHi Enterprises

Macros and automation have streamlined workflows and reduced manual effort across support teams

The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.

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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

"Service Creatio is a great tool in process automation."

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

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

"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."

"The initial setup is simple and straightforward."

"The collaboration between agents is impressive, and I also use Zendesk Workspace, which provides a seamless experience when communicating through chat and email."

"My advice to others looking into using Zendesk is that if you are looking for a tool that is cheaper than others but provides a good solution, I would let them know that Zendesk is the best option."

"My advice to others looking into using Zendesk is that if you need an alternative to GitHub Actions or GitHub issues, this is worth looking at."

"Zendesk has had a positive impact on my company by increasing efficiency and also increasing customer satisfaction."

"It's a very stable tool, very powerful."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

More Zendesk pros

Cons

"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."

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

"Despite me telling them that Service Creatio has many certifications to protect data, they chose on-premise, which has created issues, as they must be responsible for updates, upgrades, and new releases."

"I would also mention that the Zendesk app on iOS is not very good."

"The dashboard could be better."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

"We have been quite frustrated lately with Zendesk, to the point where we are actually considering switching to different software that is more intuitive and better organized."

"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."

"It needs to improve in terms of its flexibility, price, and installation."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"The price is very competitive."

"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."

"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."

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

Performing Arts

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	36
Midsize Enterprise	21
Large Enterprise	11

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?

My advice for those looking to use Service Creatio is to have a clear understanding of what they need to solve with the tool. Many companies lack professionals who understand the requirements to im...

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?

From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that is what prohibited us from expanding usage of it into more users and using more o...

What needs improvement with Zendesk Support?

I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. A feature that would be beneficial is if hovering over an icon would tell you wh...

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Product Reports

CRM Customer Engagement Centers

January 2026

Download Service Creatio product report

Download Zendesk product report

January 2026

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