We performed a comparison between Freshdesk and Sales Creatio based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"Omnichannel is one of the most valuable features of the solution."
"The feature that I have found most valuable is the way that it connects to various folders especially because we use it as a CRM tool. We can connect it with our phones and our chat, and also with the API and have it as an email service. Freshdesk just makes our life easier."
"The UI is easy to use."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"Each step of the customer journey is recorded by certain metrics and KPIs. If you want to do a lot deeper dive with Excel pivot tables or third-party analytics tools like Qlik or Tableau, that's an option."
"Intuitive, low-code CRM platform that's easy to integrate and use."
"With Sales Creatio, you can have a customer service review, and it is GDPR compliant."
"Its configurability in terms of being able to change screens and fields and create workflows that are compatible with our business objectives is most valuable."
"There's not a single CRM out there that is quite as flexible as Creatio CRM."
"I like Creatio's workflows, automation, and no-code features that we can update as we wish."
"It provides a customizable platform that enables companies to safely store and recognize customer data, as well as connect multiple channels and other related services."
"Asset management and branding are two areas in the solution that have scope for improvement."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"It would be helpful to pull reports or schedule them based on agents, users, ticket numbers, or responses."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"Technical support is not the best. It could be much, much better and offer better support to users."
"There are a few things we have asked for, like a forward button. When a ticket comes in, we forward it, but it doesn't sync up with the forward. That is the one they have to rework. The other is when we forward the ticket, it doesn't go all, or certain things don't go with it. We have told them about it, and they are working on it. It would be better if they gave us a more standard reporting template. Although they already have some, many aren't usable. It would be easier if we had more templates to work with."
"The reporting, analysis modules and insights capabilities for this solution could be improved."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"There is still some room for improvement in the overall look and feel of the software."
"Out of the box connectors are great, but the ability of what is there versus other CRMs is limited."
"On the sales side, I would like to see a CPQ product, and on the services side, I'd like to see more of a field service automation feature."
"The marketing feature needs to be improved. Documentation on their website, or their knowledge base, also needs expansion and improvement."
"Creatio's mobile app could be more intuitive."
"Sales Creatio should include better customizations."
"To benefit from this software you need to have somebody dedicated to customizing the features you're looking for and, to be honest, I do not have time to focus only on that."
"The biggest area of improvement for me is the mobile app. Creatio has moved towards this composable architecture and user interface, and it looks good and works well on a laptop or tablet. But the mobile app could be improved."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Sales Creatio is ranked 22nd in CRM with 8 reviews. Freshdesk is rated 8.4, while Sales Creatio is rated 9.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Sales Creatio writes "Low-code, intuitive, and easy to use CRM platform". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Sales Creatio is most compared with QuickBase, Microsoft Dynamics CRM, Oracle Fusion Service, Salesforce Sales Cloud and Zoho CRM.
We monitor all Customer Experience Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.