What is CRM Helpdesk Software and how it can help and support your customers

The helpdesk is a robust customer communication tool that enables customers to quickly and efficiently interact with you and your team. Communications are handled via auto-responses, configurable templates, and personalized message content.

Privacy Policy
By submitting this form, you confirm that you agree to the storing and processing of your personal data by Creatio as described in the Privacy Policy.
What is Creatio service?


Service Creatio is an intelligent service management platform to accelerate service delivery and customer delight.


The main aim of the system is to help in the management and analysis of all customer requests from a centralized location. The good thing about this CRM is that it can be used by small and large enterprises in any industry. Besides, it is scalable to adapt to your growing business needs.

By offering out-of-the-box processes based on industry best practices, Creatio is the ideal option for management of customer requests and automation of service operations following pre-defined processes for excellence in customer care.

Why Service Creatio is the best option for you?


With this CRM, your customers can quickly find answers to frequently asked questions, add their comments to existing cases, and see the status of cases.

Creatio offers the most engaging interface that most users love. The interface is clean and easy to use. It provides effortless access to various features and information using any device: laptop, phone or tablet. This is courtesy of the contextual display of information that allows users to see only the data needed for the current task. This is critical as it allows users to concentrate on what is most important at the moment.

Automation is what CRM (more info on page - CRM meaning) and helpdesk software do to allow agents create cases, route them to groups and assign priorities, as well as get agents within a group deal with them. This is crucial as it allows automatic linking of cases to the right contact and organization. This makes work easier and more efficient since agents do not necessarily need to insert data into database manually.

With Creatio, you will easily customize communications with all your clients managing their requests in a single view irrespective of the channel they come from: email, phone, social network, customer portal or chat.

This one is important as customers can follow on how issues are reported, assigned, and handled. Creatio offers the best starting point for case creation, and an easy follow up on the resolution process way to its closure. Besides, the software allows easy access to the required information by agents thus allowing them to work on important issues first.

Features of Creatio that make it a powerful and efficient helpdesk for your business

Knowledge management

Customers usually require timely if not instant response to their concerns and queries. With Service Creatio, it is possible to combine knowledge about all services in a unified knowledge base. This way, cases are likely to be closed in the most timely manner and efficiency making work easier for the company’s service agents.

While the knowledge base feature is crucial in any CRM system, you need to continually audit and update it, define the most popular articles as well as comment on records.

Business process management

With Service desk Creatio, you can easily automate all internal processes, including document approval as well as collaboration on complex projects involving multiple teams. The software comes with a complete set of tools to effectively manage all business processes, including execution, modeling, monitoring, and analysis. With Creatio, you can easily take advantage of the industry best practices to guarantee maximum efficiency of BPM at your organization. In addition to that, out-of-the-box ITSM processes help with streamlining service management and delivery while process monitoring and analytics come in handy to help keep track of process execution metrics. This way, you will be able to get rid of the bottlenecks in your processes instead, focusing resources on the most critical issues.

Contact center

Pre-configured single window interface allows for effective management of your organization’s daily tasks. For instance, Agent Home enables agents to manage case queues, make omnichannel communications, share information as well as monitor their performance all in a single window. Contact center offers queue management capabilities to help in organizing case processing, while putting into consideration priorities among other aspects.

Omnichannel communications

This feature is vital to ensure the case resolution process is always transparent to customers. This is because customers manage their user accounts and profiles and use them to track progress in the resolution of their cases. Besides, they can use the accounts to quickly find related articles in the knowledge base to see if they can get answers to their concerns and questions without necessarily engaging the service agents. This will come in handy to reduce workload on the service desk.

Communication panel allows you and your team to make calls and receive messages in the system directly. The Service Creatio enterprise then automatically displays the customer’s profile enabling instant access to critical information and data which may be used for personalized service later on.

The enterprise social network provides easy access to your business as it allows for updates and notifications on the latest contacts and deals from different channels. Using the ESN in the Creatio mobile app provides instant access to your business from any location enabling you to put your finger on the pulse of your business.

Finally, analytics allows you to keep track of daily operations and report on the overall service performance. This way, you will easily determine your agents’ productivity based on the tasks, phone calls, and emails handled within a specified period.

Unified customer database

Creatio CRM and helpdesk software enable you to keep all customer data in one place for easy access whenever needed. Customer details including contact data, history of interactions, social profiles and cases submitted can all be accessed in the Service Creatio enterprise. This is known as a 360-degree customer view, which is crucial in building service strategy to improve service delivery in the future. Even though the software offers a unified customer database, segmentation based on specific parameters will help improve communication thus building stronger relationships with the customers. Creatio allows for this kind of segmentation based on industry, the frequency of requests, service, and priority among other parameters. Finally, this feature enables your team to identify and get rid of duplicate from the records making management of customer database more efficient.

Creatio CRM and helpdesk software solution offers the features your organization needs to boost customer satisfaction and grow your business. It is the best solution for small, medium, and large enterprises.

Need to bring on board the most agile CRM and helpdesk software? Creatio is the right choice for your multichannel helpdesk, managing of tickets, and measuring customer satisfaction.

Ready to get started?

Creatio will help you manage all customer service queries and
maintain a better customer relationship.

The mission of Creatio is to help companies ACCELERATE!

Creatio is a global business software company leading in the space of business process automation and CRM. The company has been highly recognized as a market leader by key industry analysts. Its intelligent platform accelerates sales, marketing, service and operations for thousands of customers and hundreds of partners worldwide.

Creatio has been widely recognized by key industry analysts, receiving multiple awards.

  • Сreatio named a Leader in the Gartner Magic Quadrant for Sales Force Automation (2021).

  • Creatio named a Leader in the Gartner Magic Quadrant for B2B Marketing Automation Platforms (2021)

  • Creatio has been included in the Gartner Magic Quadrant for the CRM Customer Engagement Center (2020)

  • Creatio has been included in the Gartner Magic Quadrant for Enterprise Low-Code Application Platforms (2021)

  • Creatio has been included in the Gartner Magic Quadrant for Intelligent Business Process Management Suites (2019)

  • Creatio named a Strong Performer in The Forrester Wave™: Digital Process Automation for Wide Deployments, Q1 (2019)

  • Creatio named a Strong Performer in The Forrester Wave™: Customer Service Solutions, Q2 (2019)

  • Creatio named a Strong Performer in The Forrester Wave™: CRM Suites, Q4 (2018)

  • Creatio named a Strong Performer in
    The Forrester Wave™: B2B Marketing Automation Platforms, Q4 (2018)

  • Creatio named a Strong Performer in The Forrester Wave™: Cloud-Based Dynamic Case Management, Q1 (2018)

  • Creatio named a Strong Performer in The Forrester Wave™: Sales Force Automation Solutions, Q2 (2017)

  • Creatio has been recognized in the LCAP Technology Value Matrix 2020 by Nucleus Research.

  • Creatio has been recognized as a Leader in the CRM Technology Value Matrix 2020 by Nucleus Research.

  • Creatio named a Leader in the Grid® Reports for Business Process Management and CRM | Winter 2021 by G2.

  • Creatio named a winner of the CRM Watchlist 2020 award led by Paul Greenberg, one of the most influential thought leaders in the CRM industry.

  • Creatio named a 5-Star Partner Program Award Winner among Cloud Vendors by CRN Magazine for the third consecutive year (2020).

  • Creatio named a winner of a People’s Choice Stevie® Award for Favorite New Products in The 18th Annual American Business Awards® (2020).

  • Creatio named a Leader in three categories of the 2019 CRM Market Leader Awards - Enterprise CRM, CRM for Midsize Companies and SFA.

  • Creatio named a winner of a Gold Stevie Award in the Digital Process Automation Solution category in The 17th Annual American Business Awards. (2019).

  • Creatio named Market Leader in the Summer 2020 Low-Code Development Platforms Customer Success Report.

  • Creatio named a Top 1 business process management solution by FinancesOnline for the second year in a row (2019).

Read our CRM Buyer’s Guide and choose the best software!