Pega Customer Service vs Zendesk comparison

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93% willing to recommend

Pega Customer Service

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Executive SummaryUpdated on Dec 19, 2024

Zendesk and Pega Customer Service compete in the customer support platform category. Zendesk is typically praised for its user-friendly setup and pricing, while Pega is noted for its comprehensive features that justify higher costs for larger organizations seeking advanced solutions.

Features: Zendesk provides an intuitive ticket management system, seamless integration capabilities, and a self-service community platform. Pega Customer Service offers AI-driven workflows, predictive analytics, and extensive customization options, appealing to enterprises needing sophisticated solutions.

Room for Improvement: Zendesk could improve in scalability for larger enterprises, more advanced analytical capabilities, and wider automation features. Pega Customer Service might enhance its user interface, simplify the deployment process, and offer more competitive pricing tiers for smaller companies.

Ease of Deployment and Customer Service: Zendesk's deployment is straightforward, making it accessible for businesses of all sizes and is complemented with prompt support. Pega's deployment process is more complex, requiring additional resources, but it is supported by robust customer service that aids in smooth transitions and tailored support.

Pricing and ROI: Zendesk offers competitively priced subscription plans, allowing smaller businesses to quickly see ROI. Pega Customer Service requires a higher initial setup cost, which presents a longer ROI timeline but offers substantial value through advanced features for enterprises focused on long-term growth and intricate integrations.

To learn more, read our detailed Pega Customer Service vs. Zendesk Report (Updated: April 2025).

Pega Customer Service vs. Zendesk

April 2025

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Helped 850,028 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Pega Customer Service

Ranking in CRM

30th

Average Rating

8.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Zendesk

Ranking in CRM

20th

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd), Community Platforms (3rd)

Mindshare comparison

As of May 2025, in the CRM category, the mindshare of Pega Customer Service is 0.2%, up from 0.1% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Balaji Choda

Architect at American Express

Offers different categories, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business)

There are different categories of features. * One category is account information. Under account information, we have contact details, contact history, employment details, limits, card replacements, and card features. * Another category is card features, which include account features, benefit factors, business development services, automation teams, and promotions. There are different categories like this, and each is specialized by market (corporate, consumer, etc.) and line of business (consumer, corporate, or small business). The market can be in APAC, EMEA, or the UK. It's designed so that each task can be specialized by market and line of business.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The product is scalable. It works efficiently for changing existing features."

"The technical support provided for all the solutions from Pega is of the same quality since they have their own internal teams and the same mechanisms, which are good for dealing with issues of different users."

"Pega Customer Service is scalable."

"The most valuable feature of the solution is case management and different configurations."

"The product offers very good management. It has a great ability to assign tickets based on content."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"It is a scalable solution."

"Zendesk has been invaluable in automating communications such as email and phone calls."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"It's a very stable tool, very powerful."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

More Zendesk pros

Cons

"The licensing cost could also be improved."

"Pega JVM function needs to be improved."

"The only concern I have seen about the product is its prices."

"The product's pricing needs improvement."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"You couldn't give administrative access to new hires."

"It needs to improve in terms of its flexibility, price, and installation."

"The solution could integrate better with QR codes from some websites such as Facebook."

"The dashboard could be better."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

More Zendesk cons

Pricing and Cost Advice

"The solution provides licenses to users either based on the number of users or the number of cases that an end user creates."

"The tool's pricing is flexible, and I rate it four to five out of ten."

"The price is very competitive."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

24%

Educational Organization

11%

Financial Services Firm

University

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Pega Customer Service?

The product is scalable. It works efficiently for changing existing features.

What is your experience regarding pricing and costs for Pega Customer Service?

The pricing model of the solution can be divided into two parts since there are two types of licenses that users can purchase. The solution provides licenses to users either based on the number of ...

What needs improvement with Pega Customer Service?

Pega can automate the creation of permissions. The licensing cost could also be improved. For future releases, Pega packages are coming along with AI technologies. The blueprint is already in place...

What do you like most about Zendesk Support?

I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

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Product Reports

Download Pega Customer Service product report

CRM

May 2025

Download Zendesk product report

April 2025

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Pega Customer Service is a comprehensive platform designed to transform customer engagement through advanced automation and AI-driven solutions, tailored for knowledgeable audiences seeking efficient service management tools.

With Pega Customer Service, businesses can deliver superior customer experiences by leveraging its automation capabilities to streamline communication and processes. The platform supports dynamic case management, providing tailored services that adapt to individual customer needs, ensuring consistent, personalized interactions. Its robust system integrates seamlessly with existing infrastructures, enabling quick implementation and scalability. Room for improvement includes enhanced reporting functionalities and a more intuitive setup process to ease adoption for teams.

What are the key features of Pega Customer Service?

Dynamic Case Management: Handles complex cases efficiently with adaptable, rule-driven processes.
AI-Powered Automation: Automates routine tasks to free up agents for higher-value customer interactions.
Omnichannel Engagement: Provides consistent service across all channels, enhancing customer satisfaction.
Real-time Decisioning: Utilizes data insights to make informed, timely decisions during customer interactions.

What benefits and ROI can you expect?

Increased Efficiency: Reduces operational costs by automating repetitive tasks, boosting productivity.
Improved Customer Satisfaction: Provides personalized interactions that meet the expectations of today's customers.
Faster Resolution Times: Streamline complex cases to resolve issues swiftly and effectively.
Scalability: Easily adapts to business growth, ensuring a future-ready service environment.

Pega Customer Service is widely used across industries like financial services, healthcare, and telecommunications. It provides a flexible framework to meet regulatory demands and enhance customer engagement in these rapidly evolving sectors. Each industry benefits from tailored workflows and data management features specific to their needs, driving innovation and improved service standards.

Pega

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Sample Customers

Information Not Available

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber