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."
"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."
"It's free of charge for us. For our scale of business, it's very important. We don't have a lot of tickets."
"Technical support is outstanding."
"Freshdesk has allowed us to measure and track the response and resolution time of tickets which has been reduced from seven to eight hours down to 30 minutes to one hour."
"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."
"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."
"It's easy to use and integrates with other tools. We can embed Jira into it, link Jira tickets with Freshdesk tickets, and use it for our knowledge base."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"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."
"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 most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"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."
"The solution is very easy to use."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The case management feature is really valuable."
"Asset management and branding are two areas in the solution that have scope for improvement."
"Having so many tags makes everyday work a lot more complicated, and a lot more time-consuming."
"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."
"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."
"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."
"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."
"Sometimes our requirements are not matched with Freshdesk's free version as most of the advanced features are not available to us."
"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"The solution has room for improvement around decisional and real-time data analysis."
"The UI should be improved."
"They should enable the data-driven streaming feature inside it."
"The UI is lagging and needs to be improved."
"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."
"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"
Freshdesk is ranked 1st in Customer Experience Management with 27 reviews while Pega CRM is ranked 6th in CRM Customer Engagement Centers with 9 reviews. Freshdesk is rated 8.4, while Pega CRM is rated 8.2. 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, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas Pega CRM is most compared with Pega Robotic Process Automation, Microsoft Dynamics CRM, Genesys Cloud CX, Siebel CRM and Vlocity.
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