Pega CRM vs Zoho Desk comparison

"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."

"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."

"The product's deployment phase was easy."

"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."

"The case management feature is really valuable."

"The solution doesn't have any bugs."

"It is a scalable platform."

"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."

"The ticketing feature is very easy to use, compared to other systems."

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"The product is quite stable."

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"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."

"They should enable the data-driven streaming feature inside it."

"The solution has room for improvement around decisional and real-time data analysis."

"The UI should be improved."

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."

"As per customer requirements, it may have some limitations."

"Sometimes, the solution has some email issues in a new data center."

"Zoho Desk lacks lookup fields for the layouts."

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"There is room for improvement with the pricing."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

"They could enhance the product’s features to customize the automated email responses."

"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."

"It is expensive."

"The pricing is on the higher side."

"The solution is relatively cheap. However, there are additional licensing fees involved."

"Zoho Desk's cost is pretty much okay."

"Zoho Desk's pricing is more flexible."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"For what it does, it's quite cheap."

"Zoho Desk is a cost-effective solution."

"The solution costs INR 8400 per user."