Compare Freshdesk and Oracle Service Cloud (formerly RightNow) 
Featured Products
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Enterprise (57.7% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,734)4.4 out of 5
Market Segments
Small-Business (48.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 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.
- G2 reviewers report that Freshdesk excels in user experience, with many users highlighting its clean interface and easy navigation. This makes daily support tasks much less stressful, especially when managing multiple customer queries simultaneously.
- Users say that Oracle Service Cloud offers robust customer service capabilities, particularly its comprehensive ticketing system and seamless integration with other products. However, some find it challenging to configure to their specific workflow needs.
- According to verified reviews, Freshdesk's automation features significantly reduce manual work for customer support teams, allowing for more efficient ticket management. Users appreciate how these features help centralize communication and adapt workflows to their needs.
- Reviewers mention that while Oracle Service Cloud is user-friendly, it sometimes lacks certain features that users expect to be included, which can hinder its overall effectiveness in daily operations.
- Users highlight that Freshdesk is particularly easy for new hires to pick up, with agents often requiring minimal training to start handling tickets efficiently. This ease of onboarding is a significant advantage for teams looking to scale quickly.
- G2 reviewers note that while Oracle Service Cloud has strong capabilities, it struggles with implementation speed compared to Freshdesk, which is praised for its quick setup process and intuitive onboarding wizard, making it a preferred choice for businesses seeking a faster deployment.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
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
3,269
8.3
94
Ease of Use
8.9
3,291
7.9
93
Ease of Setup
8.6
2,347
6.8
66
Ease of Admin
8.7
2,198
7.3
67
Quality of Support
8.7
3,166
7.4
87
Has the product been a good partner in doing business?
8.8
2,121
7.5
65
Product Direction (% positive)
8.8
3,238
6.6
90
Features by Category
Ticket and Case Management
8.9
2245
|
Verified
8.8
31
|
Verified
8.8
2259
|
Verified
8.4
31
|
Verified
8.5
2185
|
Verified
8.2
30
|
Verified
8.5
2062
|
Verified
8.7
29
|
Verified
8.3
1807
|
Verified
7.6
29
8.5
2091
|
Verified
8.3
29
8.7
2021
|
Verified
8.8
30
8.3
1374
|
Verified
8.1
27
|
Verified
Generative AI
7.3
328
Not enough data
7.4
323
Not enough data
Agentic AI - Help Desk
7.1
57
Not enough data
6.8
56
Not enough data
7.2
56
Not enough data
Communication Channels
8.6
1924
|
Verified
8.6
29
|
Verified
8.9
2088
|
Verified
8.9
29
|
Verified
8.4
1313
|
Verified
8.3
28
|
Verified
8.0
1188
|
Verified
7.0
16
7.9
933
|
Verified
8.3
19
Platform
8.1
1157
|
Verified
8.2
10
|
Verified
8.1
1659
|
Verified
8.0
41
|
Verified
8.6
1548
|
Verified
8.0
23
|
Verified
8.3
1151
|
Verified
7.7
20
|
Verified
8.0
1876
|
Verified
7.6
29
|
Verified
8.3
1963
|
Verified
7.6
29
|
Verified
Channels
8.4
357
Not enough data
8.0
333
Not enough data
7.5
322
Not enough data
Design
8.2
330
Not enough data
7.8
334
Not enough data
8.3
355
Not enough data
8.3
343
Not enough data
8.4
331
Not enough data
Generative AI
7.7
262
Not enough data
7.7
262
Not enough data
Usability
8.7
263
Not enough data
8.7
259
Not enough data
8.8
251
Not enough data
Reporting
8.6
245
Not enough data
8.5
241
Not enough data
8.6
253
Not enough data
Generative AI
7.5
178
Not enough data
7.5
178
Not enough data
Conversational Platform
8.3
432
Not enough data
8.3
378
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
408
Not enough data
8.3
373
Not enough data
8.2
314
Not enough data
Generative AI
7.4
207
Not enough data
7.4
203
Not enough data
Generative AI
7.8
116
Not enough data
7.9
114
Not enough data
7.6
113
Not enough data
Communication
8.8
583
|
Verified
8.5
30
|
Verified
8.7
601
|
Verified
8.1
30
|
Verified
8.7
494
|
Verified
8.8
22
|
Verified
8.5
199
8.4
15
|
Verified
8.2
202
Not enough data
Internal Use
8.1
1659
|
Verified
8.0
41
|
Verified
8.6
203
8.7
29
|
Verified
8.2
186
7.9
16
8.8
558
|
Verified
8.0
32
|
Verified
8.8
519
|
Verified
8.4
23
|
Verified
8.6
547
|
Verified
8.1
32
|
Verified
Generative AI
7.9
139
Not enough data
Self-Service Experience
8.7
959
8.3
43
8.6
911
8.0
40
8.3
682
7.8
24
8.2
238
Not enough data
8.4
255
Not enough data
Self-Service Platform
8.5
253
Not enough data
8.6
260
Not enough data
8.0
220
Not enough data
8.4
237
Not enough data
Agentic AI - Customer Self-Service
7.7
16
Not enough data
7.7
15
Not enough data
7.9
16
Not enough data
7.7
17
Not enough data
7.6
17
Not enough data
7.6
16
Not enough data
7.8
16
Not enough data
Generative AI
8.2(won by default)
79
Not enough data
8.0(won by default)
79
Not enough data
Process
8.6(won by 0.9)
162
7.7
11
9.3(won by 1.1)
484
8.2
14
8.6(won by 0.6)
371
8.0
10
Channels
9.2(won by 1.0)
479
8.2
16
8.7(won by 1.3)
415
7.4
13
8.8(won by 0.1)
376
8.7
13
8.5(won by 0.7)
340
7.8
15
8.3
58
8.8(won by 0.5)
10
Insight
8.6(won by 0.5)
382
8.1
14
8.7(tied score)
169
8.7(tied score)
15
8.6(won by 0.7)
373
7.9
14
9.1(won by 0.7)
445
8.4
15
Generative AI
7.8
87
Not enough data
7.7
85
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.9
9
Not enough data
8.5
9
Not enough data
8.3
9
Not enough data
8.5
9
Not enough data
8.0
9
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.0
9
Not enough data
8.7
10
Not enough data
8.7
10
Not enough data
8.5
10
Not enough data
Automation
9.3
9
Not enough data
8.7
9
Not enough data
9.1
9
Not enough data
Autonomy
6.9
9
Not enough data
8.3
9
Not enough data
8.3
9
Not enough data
8.0
9
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
12.7%
Financial Services
4.1%
Internet
4.0%
Education Management
3.8%
Other
58.3%
Information Technology and Services
14.2%
Retail
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Alternatives
Discussions
What is the use of freshdesk?
3 Comments
CK
Freshdesk is a Helpdesk web based Software as a Service product. It has many features which include helpdesk, chat, service desk, etc.Read more
Oracle Service Cloud (formerly RightNow) has no discussions with answers
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