Compare KANA Enterprise, Zoho Desk, and Oracle Service Cloud (formerly RightNow)

Pricing

 
FREE
$0
/agent/month
 
PROFESSIONAL
$12
/agent/month
 
ENTERPRISE
$25
/agent/month
 
Free Trial Unavailable
Free Trial
Free Trial Unavailable
KANA Enterprise
Free Trial Unavailable
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/month
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.0
8.7
8.2
Ease of Use
Ease of Use
8.3
8.5
7.7
Ease of Setup
Ease of Setup
6.4
8.1
6.8
Ease of Admin
Ease of Admin
6.7
8.3
7.3
Quality of Support
Quality of Support
7.5
8.2
7.2
Ease of Doing Business With
Ease of Doing Business With
6.7
8.5
7.3
Product Direction (% positive)
Product Direction (% positive)
6.8
8.7
5.9
Meets Requirements
KANA Enterprise
8.0
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
8.2
Ease of Use
KANA Enterprise
8.3
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
7.7
Ease of Setup
KANA Enterprise
6.4
Zoho Desk
8.1
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
KANA Enterprise
6.7
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
7.3
Quality of Support
KANA Enterprise
7.5
Zoho Desk
8.2
Oracle Service Cloud (formerly RightNow)
7.2
Ease of Doing Business With
KANA Enterprise
6.7
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
7.3
Product Direction (% positive)
KANA Enterprise
6.8
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
5.9

Features

Ticket and Case Management
Ticket creation user experience
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
8.8
Ticket response user experience
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.3
Workflow
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
8.1
Response Automation
KANA Enterprise
7.7
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
8.6
SLA Management
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
7.4
Attachments/Screencasts
KANA Enterprise
8.0
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
8.2
Ticket Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Oracle Service Cloud (formerly RightNow)
8.6
Knowledge Share
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
7.1
Interactive FAQs & Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.0
Communication
Pop-up Chat
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
8.4
Notifications
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Oracle Service Cloud (formerly RightNow)
8.3
Targeted Emails
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Oracle Service Cloud (formerly RightNow)
8.7
In-App Messaging
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
8.3
Process
Mentions
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
Not enough data available
Tickets
KANA Enterprise
Not enough data available
Zoho Desk
9.2
Oracle Service Cloud (formerly RightNow)
8.1
Macros
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Oracle Service Cloud (formerly RightNow)
Not enough data available
Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Oracle Service Cloud (formerly RightNow)
7.3
Interaction
Web Portals
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Oracle Service Cloud (formerly RightNow)
7.9
Forum to Reponse
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
8.3
Live Chat
KANA Enterprise
Not enough data available
Zoho Desk
8.6
Oracle Service Cloud (formerly RightNow)
8.1
Internal Use
Customization
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
8.1
Conversation Archiving
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
8.5
Lead Development
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
7.7
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
8.0
Team Inbox
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
8.3
Customer Profiles
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
8.1
Channels
Email
KANA Enterprise
Not enough data available
Zoho Desk
9.2
Oracle Service Cloud (formerly RightNow)
7.8
Social
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
6.4
Live Chat
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Oracle Service Cloud (formerly RightNow)
8.3
Phone
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
7.1
Text
KANA Enterprise
Not enough data available
Zoho Desk
9.1
Oracle Service Cloud (formerly RightNow)
Not enough data available
Insight
Surveys
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
8.1
Reporting
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
8.8
Visitor Activity
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Oracle Service Cloud (formerly RightNow)
7.4
Help Desk
KANA Enterprise
Not enough data available
Zoho Desk
9.2
Oracle Service Cloud (formerly RightNow)
7.7
Communication Channels
Customer Portal
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
8.5
Email to Case
KANA Enterprise
8.3
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
8.8
Chat/Live Support
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.1
Social Integration
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
6.5
Call Center
Make, Receive, and Record Calls
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
8.1
Customer and Contacts Database
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
7.9
Products and Version Tracking
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
7.7
Call Scripting
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Oracle Service Cloud (formerly RightNow)
7.9
Interactive Voice Response (IVR)
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
8.6
Self Service/Community
Forums
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
9.0
Knowledge Base
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.6
Ideas/Feedback
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
8.0
Q&A
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.3
Reporting & Analytics
Social Monitoring
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
6.7
Reporting
KANA Enterprise
5.7
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
7.3
Dashboards
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
7.5
Platform
Mobile User Support
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
7.9
ITIL Compliance
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.1
Customization
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
8.1
User, Role, and Access Management
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
8.0
Internationalization
KANA Enterprise
Not enough data available
Zoho Desk
8.2
Oracle Service Cloud (formerly RightNow)
8.2
Performance & Reliability
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
7.9
Integration APIs
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
7.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0%
69.5%
5.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
24.3%
33.7%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
6.2%
60.5%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Zoho Desk
Small-Business
69.5%
Mid-Market
24.3%
Enterprise
6.2%
Oracle Service Cloud (formerly RightNow)
Small-Business
5.8%
Mid-Market
33.7%
Enterprise
60.5%

Reviewers' Industry

 
Retail
18.2%
Information Technology and Services
22.4%
Retail
15.9%
 
Outsourcing/Offshoring
18.2%
Computer Software
9.9%
Information Technology and Services
15.9%
 
Information Technology and Services
18.2%
Telecommunications
4.2%
Computer Software
9.1%
 
Telecommunications
9.1%
Internet
3.7%
Financial Services
4.5%
 
Insurance
9.1%
Marketing and Advertising
3.5%
Consumer Electronics
3.4%
 
Other
27.3%
Other
56.3%
Other
51.1%
KANA Enterprise
Retail
18.2%
Outsourcing/Offshoring
18.2%
Information Technology and Services
18.2%
Telecommunications
9.1%
Insurance
9.1%
Other
27.3%
Zoho Desk
Information Technology and Services
22.4%
Computer Software
9.9%
Telecommunications
4.2%
Internet
3.7%
Marketing and Advertising
3.5%
Other
56.3%
Oracle Service Cloud (formerly RightNow)
Retail
15.9%
Information Technology and Services
15.9%
Computer Software
9.1%
Financial Services
4.5%
Consumer Electronics
3.4%
Other
51.1%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

János C.
Administrator in Information Technology and Services

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...

Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Most Helpful Critical Review
Consultant in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

 
KANA Enterprise
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

Most Helpful Critical Review
Consultant in Financial Services

The collation of data can involve as many as 12 different pages, which makes it hard to view everything at once.

Zoho Desk
Most Helpful Favorable Review
János C.
Administrator in Information Technology and Services

Awesome Software . Nice to see Zoho Desk at the top in G2Crowd prpdocut listing in their own catogery and itś truly deserving.Simplicity is at itś best . The simplicity to configuring the software. Great way of working at the interface. Tracking of the...

Most Helpful Critical Review
User in Computer Software

I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...

Oracle Service Cloud (formerly RightNow)
Most Helpful Favorable Review
Ed B.
Administrator in Computer Games

Rightnow includes many items in their service that others charge extra for. For what is included it's a great service with many features. Setup can be simple or it can be quite complicated. Simple to get it up and running quickly knowing you can add to it...

Most Helpful Critical Review
Peter B.
Internal Consultant in Computer Software

It's now owned by Oracle .. does not play well with Salesforce. Cost was going up. reporting was challenging at first.

Screenshots

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KANA Enterprise
No screenshots provided
Oracle Service Cloud (formerly RightNow)

Videos

 No videos provided
No videos provided
KANA Enterprise
No videos provided
Zoho Desk
Oracle Service Cloud (formerly RightNow)
No videos provided

Downloads

 No downloads providedNo downloads providedNo downloads provided
KANA Enterprise
No downloads provided
Zoho Desk
No downloads provided
Oracle Service Cloud (formerly RightNow)
No downloads provided
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