⚡ Veredito rápido:
- Preços: Zendesk starts at $55/agent/month. Creatio CRM A partir de US$ 25 por usuário por mês.
- Ideal para: Zendesk for a ticketing system and live chat. Creatio CRM for workflow automação e vendas.
- Principal diferença: Zendesk is help desk software first. Creatio is a no code platform to automate workflows and CRM.
- Nossa escolha: Zendesk, rated 4.1 against Creatio’s 3.5, because support teams can run it on day one.
These two tools get compared for the wrong reason.
Both promise better customer experience, so buyers assume they do the same job.
They do not.
Zendesk is customer service software built around support tickets.
Creatio CRM is a no code platform for sales, marketing and service operations.
Pick the wrong one and you pay for features nobody on your team will ever open.
Visão geral
This Zendesk vs Creatio CRM comparison covers pricing, core features and ease of use.
Nosso escritor spent hands-on time with Creatio CRM directly.
Notes on Zendesk come from published documentation, pricing pages and G2 reviews.
Também detalhamos qual ferramenta se encaixa melhor. pequenas empresas and which fits complex operations.
O que é o Zendesk?
Zendesk is cloud-based customer service software for support teams.
It pulls customer interactions from email, chat and social into one screen.
The company launched in 2007 and now serves over 200,000 customers worldwide.
Zendesk is a San Francisco company led by CEO Tom Eggemeier.
Uber, Shopify and Slack all run customer support on the platform.
Zendesk’s customer support software works in any browser, so agents need no install.
Zendesk Support is the ticketing product at the centre of the Suite.
🏆 Vencedor: Zendesk
Built for support agents who need one queue for every channel. Forbes named it the best platform for customer service in 2023.
Preços do Zendesk
Zendesk’s pricing runs per agent, per month. Here is what the Zendesk Suite costs.
| Plano | Preço | Ideal para |
|---|---|---|
| Equipe da Suíte | US$ 55 por agente por mês | Small businesses starting with tickets |
| Crescimento do conjunto de suítes | US$ 89 por agente por mês | Teams adding self-service and automação |
| Profissional de Suíte | US$ 115 por agente por mês | Equipes maiores que necessitam de fluxos de trabalho personalizados |
Pricing verified September 2026.
Teste grátis: 14 days with access to Suite Professional features. No payment is taken up front.
Garantia de reembolso: None advertised. Qualifying startups can apply for six months free instead.
📌 Observação: Every plan includes the ticketing system, a help center and reportagem. Higher tiers add custom workflows, custom apps and more granular access controls.
⚠️ Pricing conflict: Zendesk’s own site advertises a cheaper entry tier near $19 per agent per month on annual billing, plus $55 and $115 tiers. Our figures above come from the Zendesk Suite data in our database. Check the live pricing page before you buy, since the total cost changes with agent count and billing term.
Principais benefícios do Zendesk
Here is what Zendesk offers that keeps support teams on it:
- One queue for multiple channels: Email, live chat, voz and social messaging land in the same agent workspace. Agents see order history and past customer conversations beside every ticket.
- Self-service that cuts volume: A knowledge base and community forums let customers answer their own support requests. Help center articles can be published in multiple languages.
- AI that clears routine work: Zendesk says its AI features resolve over 80% of routine inquiries on their own. Agents get suggested replies and recommended actions.
- 1,300+ apps: The Zendesk Marketplace connects your other tools, including Slack and Salesforce. Sunshine Conversations handles messaging apps for social messaging at scale.
- Reporting you can act on: Dashboards track customer satisfaction, first reply times and your team’s performance against negócios hours targets.
- Security controls for sensitive information: Data is encrypted at rest with AES-256, traffic uses TLS 1.2 or higher, and admins can lock logins to office IP ranges with 2FA.
O que nossa equipe observou
Note: our writers have not logged extended hands-on time inside a paid Zendesk account. Everything above comes from Zendesk documentation, the pricing page and public G2 reviews. G2 reviews highlight the setup speed and the intuitive layout most often, and complaints cluster around cost as agent seats grow.
Prós e contras do Zendesk
✅ Prós
- Agents can work productively from day one with almost no training
- Over 1,300 pre-built apps and integrations in the Zendesk Marketplace
- Self-service knowledge base and community forums reduce ticket volume
- AES-256 encryption at rest, 2FA and IP restrictions for sensitive data
- Teste grátis por 14 dias com acesso completo ao Suite Professional.
❌ Contras
- Per-agent pricing gets expensive fast for growing support teams
- Sales CRM features are thinner than a dedicated CRM platform
- Deep process automation needs paid apps or developer help
- No money-back guarantee once a plan renews
O que é o Creatio CRM?
Creatio CRM is a no code platform to automate workflows and CRM in one place.
It covers sales, marketing and service operations under a single data model.
Creatio says the goal is to digitize work and enhance customer and employee experiences.
A native negócios process management engine runs the automation behind it.
Creatio is headquartered in Boston with 700+ staff and a local presence across six offices.
The vendor reports long lasting relationships with AMD, Bayer, Kraft Heinz, Société Générale Group and BNP Paribas Group.
Analysts list Creatio as a Leader and Strong Performer, and as a 2025 Gartner Visionary for sales force automation.
The walkthrough below shows how the interface fits together.
🥈 Runner Up: Creatio CRM
Built for teams that want to build applications without developers. Ships industry workflows for 20 verticals.
Preços do Creatio CRM
Creatio charges per user, per month. Here is the current lineup.
| Plano | Preço | Ideal para |
|---|---|---|
| Crescimento | US$ 25 por usuário por mês | Small teams testing workflow automation |
| Empresa | US$ 55 por usuário por mês | Multi-department sales and service |
| Ilimitado | US$ 85 por usuário por mês | Complex operations with heavy customization |
Pricing verified September 2026.
Teste grátis: Yes, a 14-day trial. Sales contact is usually part of the signup.
Garantia de reembolso: None published. Contracts are quoted by the Creatio team.
📌 Observação: Creatio claims a 37% lower total cost of ownership than traditional CRM platforms, largely because no code tools reduce developer spend.
⚠️ Aviso: Platform fees, add-on applications and rollout partners sit outside the per-user price. Ask for the full quote before you compare it to Zendesk’s pricing.
Principais benefícios do Creatio CRM
Here is where Creatio products earn their keep:
- No code app building: A drag-and-drop UI designer lets citizen developers build applications without writing code. Creatio calls this a maximum degree of freedom over your setup.
- Real process automation: The business process management engine handles approvals, escalations and handoffs that most help desk tools cannot model.
- Three CRM applications in one: Marketing Creatio runs marketing campaigns as an omnichannel marketing platform, Sales Creatio covers pipeline and account management, and the service app handles cases.
- Studio Creatio for makers: The low code platform layer builds custom apps, dashboards and integrations on the same data.
- Industry workflows out of the box: Ready-made processes for 20 verticals cut setup time. Creatio reports rollouts up to 70% faster than traditional CRM projects, which lifts team efficiency cedo.
- AI agents and analytics: AI handles account research, lead conversion and ticket resolution, while dashboards track revenue and productivity.
O que nossa equipe observou
Our writer set up a Creatio CRM workspace and spent several days building a sales process inside it. Here is what stood out:
Prós e contras do Creatio CRM
✅ Prós
- Entry plan costs $25 per user, well under Zendesk’s starting seat
- No code UI designer lets non-technical staff ship apps
- Sales, marketing and service run on one customer record
- Marketplace of 700+ connectors and ready-made industry templates
❌ Contras
- Setup takes planning, so day-one productivity is unlikely
- Live chat and social messaging trail a dedicated ticketing system
- Pricing needs a sales conversation for anything beyond the entry plan
Comparação de recursos
Here is the head-to-head across ten areas that decide most buying calls.
| Recurso | Zendesk | Creatio CRM |
|---|---|---|
| Preço inicial | US$ 55 por agente por mês | US$ 25 por usuário por mês |
| Plano Gratuito | ❌ | ❌ |
| Sistema de emissão de bilhetes | ✅ | ✅ (case management) |
| Live Chat & Social Messaging | ✅ | ❌ (limitado) |
| Sem código Construtor de Aplicativos | ❌ | ✅ |
| Gestão de Processos de Negócio | ❌ | ✅ |
| Sales Pipeline CRM | ✅ (Venda Zendesk) | ✅ |
| Aplicativos do Marketplace | 1,300+ | Mais de 700 conectores |
| Ideal para | Equipes de suporte | Sales and operations teams |
1. Ticketing System and Support Requests
Zendesk: Most ticketing systems bolt support onto something else. Support tickets are the core object here, not an add-on. Every message becomes a ticket with status, priority and full history, and triggers route it to the right support team automatically.
Creatio CRM: Service applications handle cases against the same customer record used by sales. It works, but it behaves like a CRM module rather than purpose-built help desk software.
2. Live Chat and Social Messaging
Zendesk: Live chat, web widget and messaging apps feed one caixa de entrada. Agents respond to WhatsApp, Instagram and web visitors without switching tabs.
Creatio CRM: Client management covers calls, email and portal requests well. Real-time chat is thinner and usually needs a marketplace connector.
3. Customer Conversations Across Multiple Channels
Zendesk: The agent workspace threads customer conversations from multiple channels into one view. Agents see order history and past contacts before they reply.
Creatio CRM: Marketing applications work as an omnichannel marketing platform for email, web and events. The strength is campaign flow, not live inbound volume.
4. IA e Automação
Zendesk: AI drafts replies, suggests help center articles and deflects repeat questions. Zendesk states its AI resolves more than 80% of routine inquiries.
Creatio CRM: AI agents run account research, lead conversion and case resolution across the whole business environment. They act on records, not just conversations.
5. Workflow Automation and Custom Workflows
Zendesk: Triggers, automations and macros cover routing, SLAs, business hours and workforce scheduling. Anything past that usually needs an app or a developer.
Creatio CRM: Workflow automation is the product, not a setting. No code design tools model multi-step processes with branching, approvals and order management steps.
💡 Dica profissional: If your process spans finance, ops and support, model it in Creatio first. If it lives inside one support queue, Zendesk handles it with less complexity.
6. Custom Apps and Platform Building
Zendesk: You can build custom apps against the API and add fields, forms and views. The platform stays a ticketing product underneath.
Creatio CRM: Studio Creatio hands citizen developers a low code platform for new objects, screens and logic. That freedom is the whole tom.
7. Sales Team Tools
Zendesk: Zendesk Sell syncs customer data so a sales team sees support context. It covers pipeline basics, not deep forecasting.
Creatio CRM: Sales Creatio maps the full customer journey and helps accelerate sales processes of real complexity. Sales processes with long approval chains are its home ground.
8. Integrações e Marketplace
Zendesk: Over 1,300 pre-built apps connect Slack, Salesforce and other tools in your stack. The Slack integration alone lets users create and update tickets without leaving chat.
Creatio CRM: A marketplace of 700+ connectors and templates covers ERP, telephony and cloud storage. Fewer options overall, but deeper hooks into back-office technology.
9. Security, Support and Learning Resources
Zendesk: Audited applications and networks, AES-256 at rest and IP-restricted access protect accounts against breaches and costly tempo de inatividade. Community forums, docs and multilingual support round out the help.
Creatio CRM: Admin controls are solid, and the Creatio team publishes podcasts and video walkthroughs for new features. Expect to lean on a partner for larger rollouts.
10. Preços e Custos
Here are both ladders side by side.
| Nível | Zendesk | Creatio CRM |
|---|---|---|
| Entrada | Suite Team — $55/agent/month | Crescimento — US$ 25/usuário/mês |
| Meio | Suite Growth — $89/agent/month | Empresarial — US$ 55/usuário/mês |
| Principal | Suite Professional — $115/agent/month | Ilimitado — US$ 85/usuário/mês |
| Teste grátis | 14 dias | 14 dias |
Zendesk: You pay more per seat and get a working support desk immediately. For a five-agent team, the entry plan runs $275 a month.
Creatio CRM: The same five users cost $125 a month on Growth. Add build time and partner fees, and the gap narrows in year one.
Diferentes cenários
| Se você precisar | Escolher | Por que |
|---|---|---|
| Lowest seat price | Creatio CRM | $30 less per user monthly |
| Fast help desk launch | Zendesk | Agents work from day one |
| Custom process automation | Creatio CRM | Motor BPM nativo |
| Live chat and messaging | Zendesk | Built-in omnichannel inbox |
| One record for sales and service | Creatio CRM | Shared CRM data model |
| Base de conhecimento de autoatendimento | Zendesk | Help center plus forums |
💰 Seu orçamento
Creatio wins the sticker price at $25 per user. Zendesk costs more per seat but needs less setup spend to reach value.
🔌 Seu conjunto de tecnologias
Already on Slack, Shopify or Salesforce? Zendesk has the wider app catalogue. Heavy ERP or back-office ties favour Creatio connectors.
🎯 Your Main Job to Be Done
Answering inbound questions points to Zendesk. Moving deals and internal work through stages points to Creatio.
🎓 Seu nível de experiência
Zendesk is designed so support agents can jump in on day one. Creatio rewards an admin who enjoys managing and building things.
🆓 Testes e demonstrações grátis
Both run 14-day trials. Load ten real support tickets into each and time how long a full reply takes.
🛟 Opções de suporte
Zendesk leans on docs, community forums and multilingual support channels. Creatio leans on partners and its own academy content.
Guia de Troca
Already running one of them? Here is the honest trade.
🔄 Está pensando em migrar do Zendesk para o Creatio CRM?
✅ O que você vai ganhar:
- A no code platform for building custom apps in-house
- Business process management across sales, service and operations
- A lower per-user price and industry workflows for 20 verticals
❌ O que você perderá:
- The mature agent workspace and its live chat inbox
- 1,300+ marketplace apps, including Sunshine Conversations messaging
- Day-one usability for new support agents
📋 Como mudar:
- Export tickets, users and help center articles from Zendesk
- Map ticket fields to Creatio case and account objects
- Rebuild triggers as processes, then run both in parallel for two weeks
🔄 Está pensando em migrar do Creatio CRM para o Zendesk?
✅ O que você vai ganhar:
- A purpose-built ticketing system with SLA and routing rules
- Self-service knowledge base plus community forums
- Faster onboarding and less admin overhead
❌ O que você perderá:
- The no code UI designer and citizen developer tooling
- Deep sales pipeline and account management features
- The lower per-user entry price
📋 Como mudar:
- Export contacts, cases and customer data from Creatio
- Start a 14-day Zendesk trial and import contacts first
- Rebuild queues as triggers, then move email forwarding across
O que nossa avaliação não abordou
We focused on small businesses and mid-size teams. We did not price enterprise contracts, test voice quality at high call volume, or measure how each tool behaves during migration from a legacy system. Zendesk observations come from documentation and public reviews rather than a long paid deployment. If you run 200 seats or need region-specific compliance, ask both vendors for references first.
Veredicto final
| Categoria | Ganhador |
|---|---|
| 💰 Preços | Creatio CRM |
| 🎫 Ticketing and Support | Zendesk |
| 💬 Live Chat and Messaging | Zendesk |
| ⚙️ Automação de fluxo de trabalho | Creatio CRM |
| 🚀 Recursos de vendas | Creatio CRM |
| 👶 Facilidade de uso | Zendesk |
| 🔌 Integrações | Zendesk |
| 🔒 Segurança | Zendesk |
| 🏆 Vencedor Geral | Zendesk |
🏆 VENCEDOR: ZENDESK
Zendesk wins 5 of 8 categories and holds the higher rating at 4.1 against 3.5.
Ideal para: support teams, high ticket volume, self-service help centers
Zendesk wins because it does one job properly. If your problem is inbound volume across multiple channels, it is ready before your onboarding call ends.
Creatio CRM is the better tool for a different problem. When work has to move between departments with approvals and handoffs, its no code engine does things Zendesk cannot.
Price alone should not decide this. Creatio’s cheaper seat buys a platform you still have to build, while Zendesk’s higher seat buys a finished desk. Pick based on the work in front of you.
Mais comparações do Zendesk
Here is how Zendesk lands against the closest help desk rivals:
Zendesk vs Freshdesk
Zendesk vence em: larger app marketplace, stronger reporting depth, broader messaging channel coverage
Freshdesk vence em: a genuinely free starter tier, lower mid-tier seat cost, simpler admin screens for tiny teams
Zendesk vs Intercom
Zendesk vence em: ticket-first structure for large queues, predictable per-agent billing, deeper help center tooling
A Intercom vence em: in-product messaging, proactive tours for onboarding, chat-led sales capture
Zendesk vs Zoho Mesa
Zendesk vence em: scale for global support teams, app catalogue breadth, maturity of AI deflection
O Zoho Desk se destaca em: price per agent, bundling with the wider Zoho suite, included telephony options
Zendesk vs Help Scout
Zendesk vence em: automation depth, multilingual help center support, enterprise access controls
Ajude Scout a vencer em: shared-inbox simplicity, friendlier email tone by default, faster setup for under ten agents
This roundup video covers the wider alternatives list.
Mais comparações do Creatio CRM
And here is Creatio CRM against the CRM platforms buyers shortlist beside it:
A Creatio vence em: no code changes without consultants, lower entry seat price, faster first rollout
A Salesforce se destaca em: partner and developer supply, third-party app volume, reporting maturity at scale
A Creatio vence em: process modelling for complex operations, industry templates, customization without tier upgrades
A HubSpot vence em: free starting tier, marketing content tooling, gentler learning curve for small teams
A Creatio vence em: back-office automation, marketing and service in one platform, enterprise process depth
Pipedrive vitórias em: speed to first pipeline, cheaper small-team plans, less admin work to maintain
A Creatio vence em: native BPM engine, deeper CRM data model, ready industry workflows
Vitórias do CRM na segunda-feira em: visual board simplicity, quicker team adoption, flexible project-style tracking
The video below walks through the rest of the CRM shortlist.
Perguntas frequentes
O que exatamente o Zendesk faz?
It collects questions from email, chat, phone and social into one queue, then helps agents track and answer them. Self-service articles and AI handle the repetitive ones.
O Zendesk é uma ferramenta de CRM?
Partly. The core product is a service desk, though Zendesk Sell adds pipeline and contact features. For full sales and marketing management, a dedicated CRM fits better.
Para que serve o Creatio?
Teams use it to manage sales, marketing and service on one record, and to build custom business processes without code. Industry templates cover 20 verticals.
O Zendesk é gratuito?
No. There is a 14-day free trial, and qualifying startups can apply for six months at no cost. Paid plans in our data start at $55 per agent monthly.
Por que escolher a Creatio?
Choose it when your processes are unusual and you want to change them yourself. The no code designer, BPM engine and $25 entry seat are the main draws.
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