Creatio Service Desk Software

Creatio offers high-quality service desk software with out-of-the-box processes to cover the full-cycle of service management in your company based on industry best practices.

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First-class service desk software for your company

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Creatio Service Desk is a service management software that accelerates service delivery and streamlines customer engagements.

Creatio Service Desk is designed to help you manage omnichannel communications and deliver high-level service across multiple communication channels. The solution provides a single interface for multiple communication channels including e-mail, virtual telephony services, popular messengers, and a self-service portal. Built-in functions enable the system to a specialized manager. Implementation of Creatio Service Desk significantly reduces average handling time.

Benefits of implementing a service desk software

For your business

Service desk implementation and first line support automation help increase the speed of registration and request processing. The solution offers out-of-the-box processes based on industry best practices so that users can manage customer requests and automate service operations by following pre-defined processes for customer care excellence. Automation technology reduces labor costs for operators. Quick response provides a customer service advantage.

For your business
For your customers
For your customers

Service desk software provides clients with fast and quality service. It allows for prompt problem solving, timely consultation, and the ability to independently create and control requests using the self-service portal.

For your employees

IT equipment registration and management are common for large companies. With service desk software, employees can easily issue requests and get feedback in just a few clicks. Service desk agents resolve incidents most timely and with maximum efficiency.

Thanks to the service desk system, an employee can fill out these applications to receive feedback and results in a few clicks. This mechanism of work is able to speed up the solution of calls and gives employees more free time to handle creative tasks

For your employees

Boost your marketing, sales and service performance with Creatio!

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Creatio Service Desk capabilities
  • Turnkey solution

    Creatio Service Desk is a service management software that accelerates service delivery and streamlines customer engagements. It is the best choice for medium and large companies looking to deliver high-level service across multiple communication channels.

  • Request management

    Manage incidents using a pre-built best practice business process. The out-of-the-box process is fully compatible with ITIL recommendations and provides the right sequence of actions to help service desk agents resolve incidents timely and with maximum efficiency. Through each step of the process, the system helps control deadlines, prompts important notifications, and gives useful tips. Advanced algorithms for calculating case resolution timeframes based on case priority, SLA, or support packages ensure flexibility and a personalized approach for every case.

  • Omnichannel communications

    Make the case resolution process transparent to your customers with the Customer Portal. It allows customers to manage their user accounts and profiles and track progress of their case resolution. They can also quickly find relevant articles in the knowledge base to resolve cases without agents’ assistance, which will reduce the load on the service desk.

  • Service desk automation

    Automate any internal process from document approval to collaboration on complex projects involving multiple teams. Creatio provides a complete set of tools to effectively manage business processes, including process modelling, execution, monitoring, and analysis. Take advantage of industry best practices to ensure maximum efficiency of business process management at your organization.

  • Contact center

    Manage your daily tasks more effectively using the pre-configured single window interface. Agent Home allows agents to easily manage case queues, make multiuser communications, share information via ESN, and monitor their own performance in a single window. Leverage extended capabilities of the supervisor’s workplace, which provides service desk managers with full control over all inbound and outbound communications. Get a complete information on all agents’ activities, monitor and manage their workload, and take part in the request processing, if necessary.

  • Service catalogue

    Regardless of the complexity of your IT infrastructure and the size of your service desk, you can store all services in a single unified environment of Creatio Service Desk. A complete and up to date service catalogue will help you to regulate service processes and offer your customers subscriptions to different services. The pre-built specifications are tailored to help you design new services in the catalogue. You can manage the technical characteristics and timeframes, appoint service desk engineers by their skills to handle appropriate cases, and link configuration items as well as service agreements.

  • Process monitoring and analytics

    Keep track of any process execution metric (duration, average execution time, maximum and minimum values, etc.) using different variables (owners, support lines, services, etc.). Visualize process data using Creatio dashboards. Identify and eliminate bottlenecks in your processes with the help of an easy-to-use process log.

  • Employee performance evaluation

    Analyze the efficiency of case resolution and identify bottlenecks using pre-configured dashboards. Take control over your customer satisfaction rates, the percentage of overdue cases, workload of different service lines, etc.

  • 24/7 Support

    With Creatio’s mobile application, users can get access to all necessary data and features on the go. The mobile app can be installed on mobile devices with operational systems such as Android, iOS, and Windows. Use the Creatio mobile application as a remote workplace with instant access to customer data, calendar, mobile feed, dashboards, and analytics. Sync your actions with your colleagues’ plans and stay up to date with the company’s activity 24/7.

  • Security and administration

    Creatio ensures data protection and multilevel security to prevent unauthorized access. Users can easily manage access rights for users and groups. They can grant or deny access to individual records or groups of records and specify which sections are available to certain user roles. The system allows for the administration of user roles quickly and safely using Single Sign-On (WebSSo) technology, which simplifies the sign-in process and ensures smooth integration of Creatio to the corporate IT environment thanks to a centralized user administration. The activity log keeps record of all critical data for the operations and allows for quick retrieval of information and helps users understand the chronology of events in the system: what was done, by whom, and when.

Learn more about service desk
Service desk: definition

A service desk is a communications center that provides a single point of contact between a company and its customers, employees and business partners. The service desk’s purpose is to ensure users receive appropriate help in a timely manner.

Service desk specialists help clients solve problems of varying complexity: problems with a product, its usage, tasks related to training, personalization, and other services. Help desk support can be provided through various channels, including phone, Internet, self-service portal, or email. In addition, service desk software helps handle internal IT issues.

Service desk: goal and objectives

The primary goal of the service desk is to support IT service provision by ensuring accessibility and availability of the IT-organization, and by performing various supporting activities. Other objectives include:

  • Reducing incident service time
  • Improving incident tracking, escalation and handling
  • Creating a single database of service contracts and incidents
  • Preventing human error (data loss, forgetfulness, data duplication)
  • Process automation
  • Detailed statistics on the work of the entire department and each employee in particular
Service desk: how does it work?

Service desk can be integrated into different business processes. Multiple internal departments of an organization can benefit from service desk services, including:

  • IT-departments – responding to user problems associated with provision of IT-services, equipment and communication channels
  • Administration departments –improvement working environment (ordering new furniture, request for repairs)
  • HR departments – recruiting, screening, interviewing and placing workers
  • HR workflows - requests for verification and evaluation of various contracts

Ready to get started?

Creatio offers a number of editions and prices so you can select the edition that fits your business model best.


Creatio is a leading low-code, process automation and CRM company. Creatio’s agile CRM platform enables midsize and large enterprises to accelerate their sales, marketing, service, and operations.

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

  • Сreatio named a Leader in the Gartner Magic Quadrant for Sales Force Automation (2020).

  • Creatio named a Leader in the Gartner Magic Quadrant for CRM Lead Management (2020)

  • 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 (2020)

  • 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).

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