We performed a comparison between Freshdesk and Pega CRM based on real PeerSpot user reviews.
Find out what your peers are saying about Freshworks, Qualtrics, ServiceNow and others in Customer Experience Management."Technical support is outstanding."
"The most valuable features of Freshdesk are the automation of tickets to assign them to different agents, and the managing of documents is easy."
"Their knowledge base is phenomenal. The way that it learns from our users is awesome, and responses are really awesome as well. It does a pretty good job of picking up what's needed. The knowledge bases are great."
"I like that it's very user-friendly. The way they designed this application, any layperson can just do some drag and drop actions and use it. It's not that difficult. It's also easy to implement. The most important thing is, you don't need to go to this application to create a ticket. You just send out an email, and the ticket is created automatically. I have never seen a feature like this before."
"Its simplicity is most valuable. It is easy and simple, and it requires negligible training effort. I don't spend all my time goofing around trying to find stuff in the ticketing system."
"The user experience on the platform itself is fantastic. The UI is clean and uncluttered, so it's easy to find any information about your customer or the issue at hand. You can find out the person responsible for that particular issue, what the problem is, who the stakeholders are, and how to resolve it. There are lots of tools that will help you do that as well."
"There is the option to create different roles for specific users. We make use of groups for each customer service team which has been very effective. We are able to apply different sets of rules for each group which determines how they interact with customers and escalate issues."
"We have made use of the training academy and the technical support team from Freshdesk. Both have been very good resources."
"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The product's deployment phase was easy."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"The solution is very easy to use."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"We have many cases where a ticket comes in, and it ends up having multiple team members working on it. It would be really nice to be able to assign a single ticket to multiple people, rather than having to create the parent-child hierarchy that they have set up. It generates a proliferation of tickets that I really don't want to have. Having to jump from a parent to one child and then to another child makes it harder for me to be able to see the entire case from end to end. A simple example is our new hire process or our termination process. We have people who leave. We also have people who come on board. We have got multiple people participating and doing things related to the leaving or onboarding process. Currently, I have to go to different tickets to be able to see whether all tasks are really done or not. If I could assign lots of people to one ticket, it would be really nice."
"There are some restrictions where you need automation and sometimes there is just no way to achieve what you need."
"While it's good for a small number of tickets, definitely in the future, we will require something more powerful."
"The dashboards are useful but could be so much better. As a product manager, and data scientist, we couldn't use the dashboard for analytics and had to move the data in Power BI."
"Asset management and branding are two areas in the solution that have scope for improvement."
"I would like to see a little bit more color in the solution."
"For integrations, we need to write code that communicates with their system in order to enable certain functionality in the system. This is a lot of work for their customers."
"There aren't any features that we want to enhance, but we need to mature in our usage of some of them. I can't say any feature is missing or needs improvement, but a tool's built-in features need to evolve customer feedback. We have a dialogue set up for that kind of feedback."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"They should enable the data-driven streaming feature inside it."
"The UI should be improved."
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The UI is lagging and needs to be improved."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The solution has room for improvement around decisional and real-time data analysis."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 10 reviews. Freshdesk is rated 8.4, while Pega CRM is rated 8.0. The top reviewer of Freshdesk writes "Incredibly user-friendly, flexible, and affordable". On the other hand, the top reviewer of Pega CRM writes "Case management feature is valuable but the pricing is expensive". Freshdesk is most compared with JIRA Service Management, ServiceNow, Microsoft Dynamics CRM, Spiceworks and BMC Helix ITSM, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Siebel CRM, Genesys Cloud CX and HubSpot CRM.
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