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At a Glance
Market Segments
Mid-Market (62.2% of reviews)
Enterprise (65.7% of reviews)
Entry-Level Pricing
$19.00
No pricing available
Freshservice
Star Rating
(1,307)4.6 out of 5
Market Segments
Mid-Market (62.2% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00
Free Trial is available
Browse all 3 pricing plansOracle IT Service Management Suite
Star Rating
(37)4.1 out of 5
Market Segments
Enterprise (65.7% of reviews)
Pros & Cons
Not enough data
Entry-Level Pricing
No pricing available
Learn more about Oracle IT Service Management SuiteSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Freshservice excels in its Ease of Use with a score of 9.2, making it more user-friendly compared to Oracle IT Service Management Suite, which has a score of 7.9. Reviewers mention that the intuitive interface of Freshservice allows for quicker onboarding and less training time.
- Reviewers mention that Freshservice's Incident Management features, particularly the Automate Ticket Routing and Ticket Notifications, are highly rated at 9.1 and 9.0 respectively. In contrast, Oracle's incident management capabilities are perceived as less efficient, leading to longer resolution times.
- G2 users highlight Freshservice's superior Quality of Support with a score of 9.0, while Oracle's support is rated lower at 7.9. Users say that Freshservice's support team is responsive and helpful, which enhances the overall user experience.
- Users on G2 report that Freshservice's Self-Service Experience is robust, particularly with its Knowledge Base and Searchable Articles scoring 8.6 and 8.9 respectively. Oracle's self-service options are seen as less comprehensive, which can hinder user autonomy.
- Reviewers mention that Freshservice's Generative AI capabilities, especially in AI Text Generation, are rated at 8.0, providing users with advanced features for automating responses. Oracle's AI features are less developed, leading to a more manual approach in service management.
- Users say that Freshservice's Reporting tools, particularly the Dashboards and Time Tracking, are rated at 8.6 and 8.2, offering better insights into service performance. In comparison, Oracle's reporting features are considered less user-friendly and harder to navigate.
Pricing
Entry-Level Pricing
Freshservice
STARTER
$19.00
For getting started
- Incident Management
- Knowledge Base
- Self Service Portal
Oracle IT Service Management Suite
No pricing availableFree Trial
Freshservice
Free Trial is available
Oracle IT Service Management Suite
No trial information availableRatings
Meets Requirements
8.9
1,167
8.3
31
Ease of Use
9.2
1,169
7.9
31
Ease of Setup
8.8
952
8.0
11
Ease of Admin
9.0
956
8.2
11
Quality of Support
9.0
1,127
7.9
30
Has the product been a good partner in doing business?
9.1
931
8.6
11
Product Direction (% positive)
9.5
1,154
7.6
29
Features by Category
Administration
8.6
320
|
Verified
Not enough data
8.4
345
|
Verified
Not enough data
8.4
373
|
Verified
Not enough data
Service Desk
9.4
402
|
Verified
Not enough data
9.1
377
|
Verified
Not enough data
8.8
369
|
Verified
Not enough data
Management
8.5
312
|
Verified
Not enough data
8.9
319
|
Verified
Not enough data
8.8
283
|
Verified
Not enough data
8.5
285
|
Verified
Not enough data
8.2
230
|
Verified
Not enough data
Functionality
9.4
333
|
Verified
Not enough data
8.7
271
|
Verified
Not enough data
8.7
268
|
Verified
Not enough data
8.8
302
|
Verified
Not enough data
Agentic AI - IT Service Management (ITSM) Tools
8.0
9
Not enough data
7.8
9
Not enough data
8.0
9
Not enough data
7.6
9
Not enough data
7.4
9
Not enough data
8.1
9
Not enough data
8.3
9
Not enough data
Monitoring
8.3
267
|
Verified
Not enough data
8.6
303
|
Verified
Not enough data
8.8
320
|
Verified
Not enough data
6.1
25
Not enough data
Management Tools
9.1
341
|
Verified
Not enough data
8.9
331
Not enough data
8.5
295
|
Verified
Not enough data
Generative AI
7.8
136
Not enough data
7.8
135
Not enough data
Agentic AI - Incident Management
5.6
6
Not enough data
5.6
6
Not enough data
5.8
6
Not enough data
7.0
5
Not enough data
6.3
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Generative AI
7.2
75
Not enough data
Self-Service Experience
8.4
136
Not enough data
8.7
132
Not enough data
7.1
112
Not enough data
7.6
114
Not enough data
8.2
133
Not enough data
Self-Service Platform
8.5
134
Not enough data
8.7
138
Not enough data
7.1
107
Not enough data
8.1
129
Not enough data
Agentic AI - Customer Self-Service
6.0
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.3
5
Not enough data
5.0
5
Not enough data
5.3
5
Not enough data
Generative AI
7.7
70
Not enough data
Agentic AI - IT Alerting
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Not enough data
Not enough data
7.0
5
Not enough data
7.0
5
Not enough data
Incident Management
9.1
736
Not enough data
8.9
739
Not enough data
9.0
792
Not enough data
8.6
728
Not enough data
8.6
693
Not enough data
Reporting
8.6
774
Not enough data
8.2
637
Not enough data
8.2
616
Not enough data
Access & Usability
8.4
702
Not enough data
8.9
725
Not enough data
8.5
550
Not enough data
8.7
562
Not enough data
Agentic AI - Service Desk
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
7.1
8
Not enough data
6.7
8
Not enough data
6.7
8
Not enough data
Analysis
7.6
175
7.6
12
Platform
8.3
231
8.0
16
8.2
214
7.9
15
8.7
257
Feature Not Available
8.4
285
8.2
15
8.7
317
8.0
17
Security
7.8
180
8.8
12
7.0
109
Feature Not Available
7.5
168
Feature Not Available
8.9
285
Feature Not Available
8.8
288
8.3
15
Agentic AI - Enterprise IT Management
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
Freshservice and Oracle IT Service Management Suite are categorized as Enterprise IT Management
Unique Categories
Freshservice is categorized as IT Service Management (ITSM) Tools, IT Alerting, Incident Management, Service Desk, and Customer Self-Service
Oracle IT Service Management Suite has no unique categories
Reviews
Reviewers' Company Size
Freshservice
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Oracle IT Service Management Suite
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
19.7%
Computer Software
5.5%
Construction
4.5%
Education Management
3.6%
Hospital & Health Care
3.4%
Other
63.3%
Information Technology and Services
28.6%
Computer Software
8.6%
Retail
5.7%
Marketing and Advertising
5.7%
Hospital & Health Care
5.7%
Other
45.7%
Alternatives
Discussions
How has your experience been with Freshservice support?
12 Comments
DM
I have interacted with them a number of times. Often they respond within the hour. They are always helpful and available to get onto zoom sessions to explain...Read more
Whats the best way to populate our inventory?
3 Comments
PB
Deploying the Freshservice Discovery Agent via GPO did the trick for...Read more
What is Freshservice used for?
3 Comments
JR
<p>IT Service Management aligned with ITIL4 framework. From ticketing system to project management, Fresh Service it's a global solution perfect for managing...Read more
Oracle IT Service Management Suite has no discussions with answers
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