What users are saying about
25 Ratings
Top Rated
165 Ratings
25 Ratings
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Score 9.4 out of 100
Top Rated
165 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Creatio

If you have an in-house expert, then this product, due to its customization abilities, is a great choice for a CRM. However, due to Creatio's low-code approach, there are areas where end-users can make their own changes and customizations without the need for a developer. One such case is building out team dashboards for real-time reporting.
Carl Moore | TrustRadius Reviewer

Freshdesk

It is well suited for organizations that are just looking for an easy to use helpdesk solution, without being too complicated to set up/manage. As it is a web-based cloud solution, there is also the benefit of the back-end of the program being managed by the vendor, so there is not a need for a Sys Admin to run this on a server and manage it. It is less suited for environments that are looking for a "complete" service desk system, which includes features such as asset tracking, inventorying, etc. Freshdesk is more of a basic service desk system, that contains most of what some organizations need for a basic helpdesk tracking solution.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

Creatio
9.5
Freshdesk
Customer data management / contact management
Creatio
9.9
Freshdesk
Workflow management
Creatio
9.6
Freshdesk
Territory management
Creatio
9.1
Freshdesk
Opportunity management
Creatio
9.7
Freshdesk
Integration with email client (e.g., Outlook or Gmail)
Creatio
9.4
Freshdesk
Contract management
Creatio
9.5
Freshdesk
Quote & order management
Creatio
10.0
Freshdesk
Interaction tracking
Creatio
9.2
Freshdesk
Channel / partner relationship management
Creatio
9.4
Freshdesk

Customer Service & Support

Creatio
9.1
Freshdesk
Case management
Creatio
9.7
Freshdesk
Call center management
Creatio
8.5
Freshdesk
Help desk management
Creatio
9.1
Freshdesk

Marketing Automation

Creatio
9.6
Freshdesk
Lead management
Creatio
9.6
Freshdesk
Email marketing
Creatio
9.5
Freshdesk

CRM Project Management

Creatio
9.0
Freshdesk
Task management
Creatio
9.4
Freshdesk
Billing and invoicing management
Creatio
8.2
Freshdesk
Reporting
Creatio
9.5
Freshdesk

CRM Reporting & Analytics

Creatio
9.5
Freshdesk
Forecasting
Creatio
9.4
Freshdesk
Pipeline visualization
Creatio
9.4
Freshdesk
Customizable reports
Creatio
9.5
Freshdesk

Customization

Creatio
9.9
Freshdesk
Custom fields
Creatio
9.9
Freshdesk
Custom objects
Creatio
9.9
Freshdesk
Scripting environment
Creatio
10.0
Freshdesk
API for custom integration
Creatio
9.8
Freshdesk

Security

Creatio
9.2
Freshdesk
Single sign-on capability
Creatio
9.1
Freshdesk
Role-based user permissions
Creatio
9.2
Freshdesk

Social CRM

Creatio
9.4
Freshdesk
Social data
Creatio
9.2
Freshdesk
Social engagement
Creatio
9.7
Freshdesk

Integrations with 3rd-party Software

Creatio
8.4
Freshdesk
Marketing automation
Creatio
8.4
Freshdesk

Platform

Creatio
9.0
Freshdesk
Mobile access
Creatio
9.0
Freshdesk

Incident and problem management

Creatio
Freshdesk
8.7
Organize and prioritize service tickets
Creatio
Freshdesk
9.0
Expert directory
Creatio
Freshdesk
8.4
Subscription-based notifications
Creatio
Freshdesk
8.4
ITSM collaboration and documentation
Creatio
Freshdesk
7.6
Ticket creation and submission
Creatio
Freshdesk
9.3
Ticket response
Creatio
Freshdesk
9.7

Self Help Community

Creatio
Freshdesk
8.3
External knowledge base
Creatio
Freshdesk
8.7
Internal knowledge base
Creatio
Freshdesk
7.9

Multi-Channel Help

Creatio
Freshdesk
7.4
Customer portal
Creatio
Freshdesk
8.4
IVR
Creatio
Freshdesk
3.0
Social integration
Creatio
Freshdesk
7.6
Email support
Creatio
Freshdesk
9.8
Help Desk CRM integration
Creatio
Freshdesk
8.3

Pros

Creatio

  • Customization: We have heavily customized the system. Creatio has been excellent in helping build requirements & see these through to implementation.
  • The system is really easy to use. Users pick it up & love it immediately.
  • Support is superb: If we have any issues or want to change the system at all, the team is always there helping by being fast, efficient & friendly
  • Cost: Definitely competitive.
Will Ludgate | TrustRadius Reviewer

Freshdesk

  • The new interface is very clean and easy to navigate.
  • Awesome knowledgebase, free training and responsive support (even with a free plan) allow my team to spin up on the system without hours of internal training sessions.
  • Easily integrates with custom domains for seamless client experience.
  • Tagging and reassigning is easy.
  • Mobile apps work well and allow for easy use across multiple platforms (particularly useful when working remotely).
  • Lots of great features within the free plan.
  • The free plan allows for a fair amount of branding/customization of client portal.
Jennifer Hess | TrustRadius Reviewer

Cons

Creatio

  • Having more marketplace solutions that add to the system’s functionality would be great.
  • We look forward to further enhancements in ML (even though Creatio already has some AI-powered solutions in place).
  • We would also like to see some improvements to the customer portal.
Tatyana Yaroshenko | TrustRadius Reviewer

Freshdesk

  • We are a b2b provider, and we haven't found a good way of identifying the contacts with each of our customers. Tagging the contact seems to be a way, but you need to do couple of extra clics to go into the contact details and then introduce the client identification as a tag.
  • I didn't find a good way to identify tickets with a status representing that it's overdue because of the client.
  • The merging tool, although VERY useful, isn't for me completely intuitive. I have to pay a lot of attention at the icons and read the tooltip to make sure I'm keeping as main ticket the one that I want.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Creatio

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 4 answers
Freshdesk is feature rich and easy to use. The setup is intuitive and can integrate with Google, so we do not need to create accounts for new employees. The first time an employee needs to create a ticket they login with their Google account and the Freshdesk account is automatically generated
Jeffery Albertson | TrustRadius Reviewer

Usability

Creatio

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 2 answers
The only downside is flexibility in multi email traffic within a single ticket. Other than that everything else is easy to use to get the job done and keep the customer happy.
Mark Wright | TrustRadius Reviewer

Support Rating

Creatio

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 3 answers
We have never had an incident where Freskdesk was out of service. Any issues we have had was resolved in a timely fashion without the need for multiple contacts. I do not have to worry about the service having problems, because of the quality of support they provide their customers.
Jeffery Albertson | TrustRadius Reviewer

Implementation Rating

Creatio

No score
No answers yet
No answers on this topic

Freshdesk

Freshdesk 10.0
Based on 1 answer
No, it is easy to do
Victor Vũ | TrustRadius Reviewer

Alternatives Considered

Creatio

The system’s UI, rich functionality, and a great potential for scalability made the system stand out among other vendors. It is a fully-fledged solution that allowed us to work with customer data way more efficiently and improve our processes on a regular basis.
Vladlen Manastiretskiy | TrustRadius Reviewer

Freshdesk

The big competitors of Freshdesk are Zendesk and HappyFox. Freshdesk provides a free version for you to try the product and also is cheaper than other competitors. It is great for SMB segment. For Enterprises there are other options that are more popular like JIRA. Also highly recommended for its ease of use.
Naveen Gabrani | TrustRadius Reviewer

Return on Investment

Creatio

  • bpm'online is a bit pricey, so utilizing it in place of other tools to help on your ROI is important.
  • Users are seeing the value of a consolidated information source and buy-in is quicker than it was with Salesforce or GoldMine.
  • The automation of internal notifications when particular fields are marked has increased productivity and decreased human error overall.
Kenneth Harrington-Colon | TrustRadius Reviewer

Freshdesk

  • Positive: Helps me and my team stay on top of our queue so we know when Contacts are engaging with us.
  • Positive: Freshdesk is very simple to use and easy to get started on.
  • Positive: Their API works well with the applications we use in between our app and theirs.
Eric Weiss | TrustRadius Reviewer

Screenshots

Pricing Details

Creatio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$3,000*

* Per installation

Creatio Editions & Modules

Additional Pricing Details

Freshdesk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshdesk Editions & Modules

Edition
Sprout$01
Blossom$192
Garden$352
Estate$492
Forest$892
  1. Unlimited
  2. per Agent
Additional Pricing Details
Starts at $0 for unlimited agents with the Sprout plan . Higher plans at $19, $35, $49 and $89. The 21-day free trial covers all features at the Estate plan.

Rating Summary

Likelihood to Recommend

Creatio
9.4
Freshdesk
9.1

Likelihood to Renew

Creatio
Freshdesk
10.0

Usability

Creatio
Freshdesk
10.0

Support Rating

Creatio
Freshdesk
10.0

Implementation Rating

Creatio
Freshdesk
10.0

Add comparison