--- title: Creatio Service Reviews meta_title: 'Creatio Service Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 11 reviews by the users' company size, role or industry to find out how Creatio Service works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 11 scale: '5' date_modified: '2026-09-23' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # Creatio Service Reviews **Vendor:** Creatio **Category:** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools) **Average Rating:** 4.5/5.0 **Total Reviews:** 11 ## About Creatio Service Service Creatio is an AI-powered, no-code platform for full-cycle customer service management. It consolidates service workflows (internal and external) into a unified center, managing cases, agents, knowledge, and communication—on all channels. It’s built on the Studio Creatio platform with a composable architecture. Key Features & Capabilities 360° Customer View – One central view of contacts/accounts with full interaction history across every communication channel. Case Management – Automated case registration and classification (via email, phone, forms), smart routing, escalation, and full lifecycle support. Multi-Channel & Contact Center Tools – Omnichannel support (messaging, email, calls), unified agent desktop, intelligent queue/routing systems. Knowledge Management – Interactive knowledge base, tagging, collaboration, AI-assisted content search & recommendations. Productivity & Agent Tools – Task scheduling, calendar/email sync, dashboards, notifications, internal collaboration. AI & Automation – AI models to predict case priority, similarity of cases, sentiment, next best actions, and even help with response suggestions. Service Level Management (SLA), Queues & Workflows – Define, track, enforce SLAs; manage queues; build or use preset service workflows. ## Creatio Service Pros & Cons Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews. **What users like:** - Users find the **ease of use** of Creatio Service remarkable, allowing customization with minimal coding effortlessly. (2 reviews) - Users value the **customizability** of Creatio Service, allowing tailored functionalities with minimal coding required. (1 reviews) - Users value the **extensive customization** options of Creatio Service, allowing tailored functionalities with minimal coding. (1 reviews) **What users dislike:** - Users note the **editing limitations** in Creatio Service, particularly regarding restrictions on manipulating DOM elements. (1 reviews) - Users note the **limited customization** options in Creatio Service, particularly in manipulating DOM elements. (1 reviews) - Users note **limited features** in Creatio Service, particularly restrictions on manipulating DOM elements, impacting flexibility. (1 reviews) - Users experience **poor performance** with Creatio Service, although support is available to assist with stability issues. (1 reviews) - Users note that the **platform stability is a little unstable** , though support provides assistance when needed. (1 reviews) ## Creatio Service Reviews ### 1. Complete View on Customer Requests, from Start to Resolution **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal incentive as thanks for completing this review. **AI Translated:** This review has been translated from French using AI. **Reviewed Date:** December 18, 2025 **What do you like best about Creatio Service?** With Service Creatio, I like the complete view it provides on customer requests and tickets, from the first contact to resolution. **What do you dislike about Creatio Service?** I appreciate less that the advanced setup can be quite technical. The interface has a lot of options and requires some time to adapt before the whole team feels really comfortable. **What problems is Creatio Service solving and how is that benefiting you?** Service Creatio helps me centralize all customer interactions in a single tool instead of spreading them across emails, calls, and files. ### 2. Best CRM to use-low code/no code technology **Rating:** 5.0/5.0 stars **Reviewed by:** Kashish S. | Software Engineer-Trainee, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 03, 2024 **What do you like best about Creatio Service?** It is one of the best CRMs that we can use with minimum coding and can also design required functionalities by adding some customization **What do you dislike about Creatio Service?** There is nothing to be disliked in this CRM, although there are some limitations like restrictions of manipulating DOM elements **What problems is Creatio Service solving and how is that benefiting you?** We are designing new CRM solutions with the help of Creatio and designing of flows is also very easy, making crucial working flows work effortlessly. I work as a developer of these services ### 3. Creatio is a powerful CRM tool. The added feature is its BPM engine and AI features **Rating:** 5.0/5.0 stars **Reviewed by:** Rahul S. | Application Developer, Small-Business (50 or fewer emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 11, 2024 **What do you like best about Creatio Service?** The OOTB modules make life easier and fun **What do you dislike about Creatio Service?** Platform stability is a little bit unstable but support helps **What problems is Creatio Service solving and how is that benefiting you?** Helpdesk and ticketing ### 4. Very good for automating CS workflows **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through Google using a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** June 18, 2024 **What do you like best about Creatio Service?** You do not need to be a programmer to use and it streamlines our work. **What do you dislike about Creatio Service?** I can not think of downsides at the moment. **What problems is Creatio Service solving and how is that benefiting you?** It is solving the issue of disorganization and needless tasks. The automated workflows simplify day to day work. ### 5. Creatio Service is simply the best for a super customized support department **Rating:** 5.0/5.0 stars **Reviewed by:** Juston J. | Director of Support and Implementation, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through a business email account **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** November 14, 2023 **What do you like best about Creatio Service?** Customizations are endless, it truly is awesome. **What do you dislike about Creatio Service?** There is nothing that I do not like about Creatio Service **What problems is Creatio Service solving and how is that benefiting you?** We are a very complex organization and they solve problems for customizations. ### 6. A system that took our customer engagement to a whole new level **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Organic:** Organic review. This review was written entirely without invitation or incentive from G2, a seller, or an affiliate. **Reviewed Date:** October 13, 2020 **What do you like best about Creatio Service?** Support for multichannel customer communication, the ability to build a variety of workflows to meet multiple customer needs, AI-powered solutions to streamline customer support, a wide range of marketplace solutions designed to maximize the benefits of out-of-the-box-functionality, the system’s configurability, and very comfortable UI. **What do you dislike about Creatio Service?** There are no major drawbacks that I can mention. Whenever we have any minor troubles with the system, the support team makes sure that the cases are resolved in no time. **What problems is Creatio Service solving and how is that benefiting you?** By adopting the system, we did a major business transformation towards being more customer-oriented. Thanks to the platform’s wide functionality, we got equipped with a variety of tools to drive customer engagement and create the first-rate customer experience. We no longer had to worry about misaligned communication with our customers or fight operational silos within our organization. It felt like Creatio knew exactly what we needed to be more efficient as a company. ### 7. Automates service Operations by following Pre-defined Processes **Rating:** 5.0/5.0 stars **Reviewed by:** Peter N. | Quantitative Analyst in Market Risks and Lead Project, Enterprise (> 1000 emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal incentive as thanks for completing this review. **Source: G2 invite on behalf of seller:** Invitation from G2 on behalf of a seller or affiliate. This reviewer was offered a nominal incentive as thanks for completing this review. **Reviewed Date:** September 14, 2020 **What do you like best about Creatio Service?** Service Creatio is a complete cloud arrangement that permits the administration of client demands and Automates administration tasks by following pre-characterized measures for full-cycle administration the executives. Administration specialists can profit by working in a brought together condition to deal with a continually developing number of cases and administration demands, overseeing case lines and conveying much customized correspondences. In our organization, we ought to continually advice our customers on forthcoming occasions and speedily answer their inquiries. Bpm'online permitted us to handle all customer demands in a solitary framework. This CRM is anything but difficult to design to meet our business needs since we can alter work processes without having a specialized background. The acquaintance of bpm'online permitted us with tackle the issue of handling demands from outer clients, which had not recently been secured. Likewise, it was conceivable to improve the handling of solicitations from inward clients. Working in a solitary IT biological system has diminished and streamlined correspondence between representatives of related divisions inside the organization. Gathering and examining consumer loyalty with the organization's administrations permits us to become considerably quicker and keep up a main situation in the industry. The brief reaction from the business group and the ability to respond to my inquiries. Numerous merchants simply disregard your inquiries. **What do you dislike about Creatio Service?** There are certain combinations that come with the tool like email and phone systems. However, others like legacy systems or highly specialized solutions require development that can be challenging (but not impossible). The lack of existing solutions in the market (free or paid) forces you to develop those integrations. Changes are easy to make, but they usually require compilation. This can take some time, and if executed incorrectly, it can affect your instance. **What problems is Creatio Service solving and how is that benefiting you?** The security is detailed and can be adjusted to each model. Yet, some changes apply only to new records, not to historical data. I can honestly say it has been excellent - anything we ask for has been done in good time, reliable system, and great staff. This can expect customizations to work properly. ### 8. Simple and intuitive CRM for business processing **Rating:** 4.5/5.0 stars **Reviewed by:** Andrey E. | Andrey, Mid-Market (51-1000 emp.) **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** January 31, 2019 **What do you like best about Creatio Service?** In our company, we should constantly advise our clients on upcoming events and promptly answer their questions. Bpm’online allowed us to process all client requests in a single system. This CRM is easy to configure to meet our business needs because we can customize workflows without having a technical background. **What do you dislike about Creatio Service?** Working with macro signatures was confusing at first. We visited the bpm’online community website and asked a couple of questions concerning those macros. The pleasant thing is that we got the answers to our questions instantly. Good job! **What problems is Creatio Service solving and how is that benefiting you?** With bpm’online, we can quickly handle all the incoming calls. We are capable to register calls and escalate them to the appropriate departments. Bpm’online sends us notifications regarding near overdue follow-up calls to ensure that we are tracking our prospects and customer communications accordingly. ### 9. The automation of internal (employee) requests and external (customer) requests **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through LinkedIn **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** February 07, 2019 **What do you like best about Creatio Service?** The introduction of bpm’online allowed us to solve the problem of processing requests from external customers, which had not previously been covered. In addition, it was possible to improve the processing of requests from internal users. Working in a single IT ecosystem has reduced and simplified communication between employees of related departments within the company. Collecting and analyzing customer satisfaction with the company's services allows us to grow even faster and maintain a leading position in the industry. **What do you dislike about Creatio Service?** The data migration to bpm’online took an unexpected while. But that was mainly because of the issue with our legacy system's performance. **What problems is Creatio Service solving and how is that benefiting you?** Prior to using bpm’online, processing of requests was implemented only for internal customers (Multiplex employees) and was carried out in the Jira software product, the functionality of which was not enough for all tasks. Calls from external customers were not processed using automated systems and now they are, on a single platform. ### 10. Effective CRM for client service management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.) This reviewer's identity has been verified by our review moderation team. They have asked not to show their name, job title, or picture. **Current User:** The reviewer uploaded a screenshot or submitted the review in-app verifying them as current user. **Validated Reviewer:** Validated through a business email account **Source: Seller invite:** Invitation from a seller or affiliate. This reviewer was not provided any incentive by G2 for completing this review. **Reviewed Date:** February 06, 2019 **What do you like best about Creatio Service?** Prior to bpm’online, our company didn’t use any management system for internal and external services. That’s why it was hard for us to measure employees’ performance. We wanted to improve our team’s customer service skills. Due to this we were looking for a software that would allow us to better configure business processes so that our employees will get clear instructions on how to effectively handle client requests. We decided to try bpm’online service, and it was the right choice. Bpm’online helps us to analyze quantitative and qualitative performance metrics, including the number of requests at each stage of the process, the number of processed and overdue requests, employee performance indicators and others. **What do you dislike about Creatio Service?** Can’t think of any disadvantages at the moment. **What problems is Creatio Service solving and how is that benefiting you?** Bpm’online simplifies our manager performance a lot. Pre-configured processes enable us to effectively manage time when processing client requests. Notification automation allowed us to streamline internal business processes as well. All these features and customized analytics improved our helpdesk and noticeably increased customer loyalty. ### 11. BPM Functionality **Rating:** 2.5/5.0 stars **Reviewed by:** Jamie S. | Qualitative Lead Recruiter, Market Research, Small-Business (50 or fewer emp.) **Validated Reviewer:** Validated through LinkedIn **Incentivized:** This reviewer was offered a nominal gift card as thank you for completing this review. **Source: G2 invite:** Invitation from G2. This reviewer was offered a nominal gift card as thank you for completing this review. **Reviewed Date:** October 17, 2018 **What do you like best about Creatio Service?** The way the system ties to my e-mail. I like that I can e-mail my contacts directly from BPM and it tracks not just mine but anyone who e-mails the contact. **What do you dislike about Creatio Service?** That I cannot get appointments to tie to my Outlook calendar and that I have to keep the program open to get reminders. **Recommendations to others considering Creatio Service:** It is painful to transition to a new system but worth it for the way things flow once everything is up and running. **What problems is Creatio Service solving and how is that benefiting you?** Mass E-mailing. We are able to track who has opened what and when. ## Creatio Service Discussions - [What is Service Creatio used for?](https://www.g2.com/discussions/what-is-service-creatio-used-for) - [View Creatio Service pricing details and edition comparison](https://www.g2.com/products/creatio-service/reviews?section=pricing&secure%5Bexpires_at%5D=2026-09-29+21%3A03%3A43+-0500&secure%5Bsession_id%5D=24b56427-3c9b-4d8d-b379-1889f0c9a880&secure%5Btoken%5D=b8cafef444090ec6ec5ab5e46964594afbd52739b7e95f3508acdb799542af07&format=llm_user) ## Creatio Service Features **Ticket and Case Management** - Ticket creation user experience - Ticket response user experience - Workflow - Response Automation - SLA Management - Attachments/Screencasts - Ticket Collaboration - Customer and Contacts Database - Workflow Management - Knowledge Base Management - Ticket Management - Call Center Management - Queue Management - Inbox Management - Support Ticket Management - Email Management **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Agentic AI - Help Desk** - Autonomous Task Execution - Natural Language Interaction - Proactive Assistance **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Communication Channels** - Customer Portal - Email to Case - Chat/Live Support - Social Integration - Voice - Video Chat **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail **Platform** - Mobile User Support - Customization - User, Role, and Access Management - Third-Party Integrations - Reporting - Activity Dashboard - Mobile Access **Additional Functionality** - Automated Routing - Chatbot - Reporting & Statistics - Autoresponders - AI Copilot - Real-Time Monitoring - CRM - Gamification - Conversation Intelligence - Customizable Fields - Surveys & Feedback - Key Performance Indicators - Collaboration Tools - Multi-Channel Communication - Voice Recognition - Live Chat - Task Automation - IVR - Language Detection - Multiple Data Sources - Predictive Analytics - API - Alerts/Escalation - Data Security - Interaction Tracking - Prioritization - Secure Data Storage - Macros/Templated Responses - Performance Metrics - Single Sign On - Mobile App - Reporting/Analytics - Access Controls/Permissions - Email Templates - Real-Time Notifications - Automated Responses - Data Import/Export - Personalization - Workflow Automation ## Top Creatio Service Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (961 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) - 4.6/5.0 (1,311 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) - 4.3/5.0 (6,721 reviews)