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."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."
"It generated reports for us, which helped us identify the status of requests and the aging of requests."
"The organization that is possible with other departments is the solution's most valuable aspect."
"The UI is easy to use."
"It is very easy to make reports."
"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."
"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."
"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."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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 solution is very easy to use."
"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 case management feature is really valuable."
"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."
"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."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"Technical support is not the best. It could be much, much better and offer better support to users."
"Freshdesk could improve its capabilities. It's missing the article formatting, and the overall look and feel make it not easy to use. The administration instructions on how to manage the automation, capability, and integration with third parties, such as chat or bots, are very important in these types of solutions."
"I would like to see a little bit more color in the solution."
"If Freshdesk had forms in it so that I could go to the portal and fill out a service request, that would improve it immensely and make it more valuable for enterprise customers, but that's not a current functionality. You can't have a certain catalog of any type. You can't be like, "Hey, I want to just go submit a ticket," and then type in. You can't prompt them to ask anything. It is just a blank form."
"I would like to be able to change the subject in emails for ourselves. If we could have the option to do that, it would improve our speed and the overall cleanliness of the CRM."
"It should enhance its service and its reporting capabilities."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The UI should be improved."
"They should enable the data-driven streaming feature inside it."
"The UI is lagging and needs to be improved."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"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 disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The solution has room for improvement around decisional and real-time data analysis."
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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