Service Creatio vs Zoho Desk comparison

Creatio and Zoho are both solutions in the CRM Customer Engagement Centers category. Creatio is ranked #9 with an average rating of 9.0, while Zoho is ranked #7 with an average rating of 7.7. Creatio holds a 2.9% mindshare in CCEC, compared to Zoho’s 3.1% mindshare. Additionally, 100% of Creatio users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Service Creatio

Read 3 Service Creatio reviews

602 Views
175 Comparison Views

100% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,350 Views
189 Comparison Views

90% willing to recommend

Service Creatio

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 29, 2025

Zoho Desk and Service Creatio compete in customer support and CRM. Zoho Desk is more cost-effective, while Service Creatio offers superior features justifying its higher cost.

Features: Zoho Desk includes ticket management, automation capabilities, and ease of use. Service Creatio offers a comprehensive CRM, seamless integration with sales and marketing, and extensive customization options.

Ease of Deployment and Customer Service: Zoho Desk offers a straightforward deployment with online resources and telephone support. Service Creatio involves a more complex setup but provides dedicated support and customized solutions.

Pricing and ROI: Zoho Desk is positioned with competitive pricing for smaller businesses or startups. Service Creatio requires a higher initial investment, offering significant ROI through extensive features.

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

Buyer's Guide

Service Creatio vs. Zoho Desk

December 2025

Download the complete report

Helped 879,711 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)

Zoho Desk

Ranking in CRM Customer Engagement Centers

7th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (9th)

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 Zoho Desk is 3.1%, up from 1.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers Market Share Distribution
Product	Market Share (%)
Zoho Desk	3.1%
Service Creatio	2.9%
Other	94.0%

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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JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

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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."

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

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

"The product is quite stable."

"The product provides communication features like chats and calls."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."

"The ticketing feature is very easy to use, compared to other systems."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"It is a scalable platform."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

More Zoho Desk 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."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"The solution could improve its stability and scalability."

"They could enhance the product’s features to customize the automated email responses."

"The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"There is room for improvement in terms of integration."

More Zoho Desk cons

Pricing and Cost Advice

Information not available

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"Zoho Desk's cost is pretty much okay."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"Zoho Desk is a cost-effective solution."

"For what it does, it's quite cheap."

"The product costs $10 to $25 per user per month."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

14%

Computer Software Company

13%

Government

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

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.

See all answers

What needs improvement with Service Creatio?

See all answers

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...

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

Comparisons

Salesforce Sales Cloud vs Service Creatio

Compared 33% of the time

Zendesk vs Service Creatio

Compared 23% of the time

Microsoft Dynamics CRM vs Service Creatio

Compared 16% of the time

IFS Cloud Platform vs Service Creatio

Compared 14% of the time

Freshdesk vs Service Creatio

Compared 13% of the time

More Service Creatio Competitors

ServiceNow vs Zoho Desk

Compared 21% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 15% of the time

Freshdesk vs Zoho Desk

Compared 12% of the time

JIRA Service Management vs Zoho Desk

Compared 8% of the time

Spiceworks vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

CRM Customer Engagement Centers

January 2026

Download Service Creatio product report

Buyer's Guide

Zoho Desk

December 2025

Download Zoho Desk product report

Also Known As

bpm’online customer service, bpm’online service enterprise

No data available

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

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

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

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Service Creatio vs. Zoho Desk

December 2025

Free Report: Service Creatio vs. Zoho Desk

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