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Compare Freshdesk and Oracle Service Cloud (formerly RightNow) 
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At a Glance
Market Segments
Small-Business (48.4% of reviews)
Enterprise (57.7% of reviews)
Entry-Level Pricing
$15.00 Per Month
No pricing available
Freshdesk
Star Rating
(3,610)4.4 out of 5
Market Segments
Small-Business (48.4% of reviews)
Pros & Cons
Entry-Level Pricing
$15.00 Per Month
Free Trial is available
Browse all 3 pricing plansOracle Service Cloud (formerly RightNow)
Star Rating
(134)3.9 out of 5
Market Segments
Enterprise (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Service Cloud (formerly RightNow)Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Oracle Service Cloud excels in ticket creation user experience with a score of 8.8, while Freshdesk closely follows with 8.9, indicating both platforms provide a robust interface for managing tickets effectively.
- Reviewers mention that Freshdesk outperforms Oracle Service Cloud in ease of setup, scoring 8.6 compared to Oracle's 6.8, suggesting that Freshdesk is more user-friendly for new users looking to implement a help desk solution quickly.
- G2 users highlight that Freshdesk's quality of support is rated higher at 8.8, compared to Oracle's 7.4, indicating that users may find Freshdesk's customer service more responsive and helpful when issues arise.
- Users on G2 report that Freshdesk offers superior multi-channel coverage, particularly in social media integration, scoring 8.8 against Oracle's 7.4, which is crucial for businesses looking to engage customers across various platforms.
- Reviewers mention that Oracle Service Cloud has a strong ticket collaboration feature with a score of 8.8, while Freshdesk is slightly lower at 8.7, suggesting that both platforms facilitate teamwork effectively, but Oracle may have a slight edge in this area.
- Users say that Freshdesk shines in its self-service experience, particularly with its knowledge base scoring 8.7 compared to Oracle's 8.3, indicating that Freshdesk may provide a more comprehensive resource for customers seeking answers independently.
Pricing
Entry-Level Pricing
Freshdesk
Growth
$15.00
Per Month
Everything in FREE plus
- Automations
- SLA & Business Hour
- Agent Collision
Oracle Service Cloud (formerly RightNow)
No pricing availableFree Trial
Freshdesk
Free Trial is available
Oracle Service Cloud (formerly RightNow)
No trial information availableRatings
Meets Requirements
8.6
3,175
8.3
94
Ease of Use
8.8
3,197
7.9
93
Ease of Setup
8.6
2,258
6.8
66
Ease of Admin
8.7
2,153
7.3
67
Quality of Support
8.7
3,074
7.4
87
Has the product been a good partner in doing business?
8.8
2,078
7.5
65
Product Direction (% positive)
8.8
3,150
6.6
90
Features by Category
Ticket and Case Management
8.9
2218
|
Verified
8.8
31
|
Verified
8.8
2226
|
Verified
8.4
31
|
Verified
8.5
2139
|
Verified
8.2
30
|
Verified
8.5
2033
|
Verified
8.7
29
|
Verified
8.3
1797
|
Verified
7.6
29
8.5
2085
|
Verified
8.3
29
8.7
2007
|
Verified
8.8
30
8.2
1371
|
Verified
8.1
27
|
Verified
Generative AI
7.3
330
Not enough data
7.4
327
Not enough data
Agentic AI - Help Desk
7.1
59
Not enough data
6.9
59
Not enough data
7.2
57
Not enough data
Communication Channels
8.6
1921
|
Verified
8.6
29
|
Verified
8.9
2068
|
Verified
8.9
29
|
Verified
8.4
1312
|
Verified
8.3
28
|
Verified
8.0
1193
|
Verified
7.0
16
7.9
940
|
Verified
8.3
19
Platform
8.0
1156
|
Verified
8.2
10
|
Verified
8.1
1663
|
Verified
8.0
41
|
Verified
8.6
1546
|
Verified
8.0
23
|
Verified
8.2
1141
|
Verified
7.7
20
|
Verified
8.0
1861
|
Verified
7.6
29
|
Verified
8.3
1960
|
Verified
7.6
29
|
Verified
Channels
8.3
353
Not enough data
7.9
332
Not enough data
7.5
323
Not enough data
Design
8.2
330
Not enough data
7.8
335
Not enough data
8.2
355
Not enough data
8.3
341
Not enough data
8.4
331
Not enough data
Generative AI
7.7
265
Not enough data
7.7
265
Not enough data
Usability
8.7
265
Not enough data
8.7
261
Not enough data
8.7
254
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Conversational Platform
8.3
433
Not enough data
8.3
379
Not enough data
8.3
371
Not enough data
8.4
307
Not enough data
Support Automation
8.4
388
Not enough data
8.4
409
Not enough data
8.2
372
Not enough data
8.2
313
Not enough data
Generative AI
7.4
208
Not enough data
7.4
205
Not enough data
Generative AI
7.9
118
Not enough data
7.9
117
Not enough data
7.6
116
Not enough data
Communication
8.8
584
|
Verified
8.5
30
|
Verified
8.7
601
|
Verified
8.1
30
|
Verified
8.7
495
|
Verified
8.8
22
|
Verified
8.5
199
8.4
15
|
Verified
8.2
202
Not enough data
Internal Use
8.1
1663
|
Verified
8.0
41
|
Verified
8.6
204
8.7
29
|
Verified
8.1
186
7.9
16
8.8
560
|
Verified
8.0
32
|
Verified
8.8
520
|
Verified
8.4
23
|
Verified
8.6
549
|
Verified
8.1
32
|
Verified
Generative AI
7.9
144
Not enough data
Self-Service Experience
8.7
960
8.3
43
8.6
913
8.0
40
8.3
687
7.8
24
8.2
241
Not enough data
8.4
258
Not enough data
Self-Service Platform
8.5
254
Not enough data
8.6
261
Not enough data
8.0
221
Not enough data
8.4
238
Not enough data
Agentic AI - Customer Self-Service
7.9
20
Not enough data
7.7
17
Not enough data
7.9
18
Not enough data
7.6
19
Not enough data
7.7
20
Not enough data
7.5
19
Not enough data
7.8
19
Not enough data
Generative AI
8.2(won by default)
80
Not enough data
8.1(won by default)
80
Not enough data
Process
8.6(won by 0.9)
163
7.7
11
9.3(won by 1.1)
483
8.2
14
8.6(won by 0.6)
374
8.0
10
Channels
9.2(won by 1.0)
479
8.2
16
8.7(won by 1.3)
419
7.4
13
8.8(won by 0.1)
380
8.7
13
8.5(won by 0.7)
340
7.8
15
8.2
55
8.8(won by 0.6)
10
Insight
8.6(won by 0.5)
382
8.1
14
8.7(tied score)
170
8.7(tied score)
15
8.6(won by 0.7)
373
7.9
14
9.1(won by 0.7)
446
8.4
15
Generative AI
7.7
87
Not enough data
7.7
86
Not enough data
Customer Query Resolution - AI Customer Support Agents
9.0
12
Not enough data
8.8
11
Not enough data
8.3
12
Not enough data
8.8
12
Not enough data
8.2
13
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
12
Not enough data
8.7
14
Not enough data
8.7
13
Not enough data
8.7
14
Not enough data
Automation
9.0
12
Not enough data
8.8
13
Not enough data
8.9
12
Not enough data
Autonomy
7.2
12
Not enough data
8.6
11
Not enough data
8.6
13
Not enough data
8.3
13
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Oracle Service Cloud (formerly RightNow) are categorized as Digital Customer Service Platforms, Help Desk, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as AI Customer Support Agents, Conversational Support, Shared Inbox, Complaint Management, and Customer Communications Management
Oracle Service Cloud (formerly RightNow) has no unique categories
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Oracle Service Cloud (formerly RightNow)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.1%
Computer Software
12.9%
Internet
4.2%
Financial Services
4.1%
Education Management
3.7%
Other
58.0%
Retail
14.2%
Information Technology and Services
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Oracle Service Cloud (formerly RightNow) has no discussions with answers
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