Join the 1500 companies using G2 Track to manage SaaS spend, usage, contracts & compliance.
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
8.1
Ease of Use
Ease of Use
8.3
8.5
7.7
Ease of Setup
Ease of Setup
6.4
8.2
6.8
Ease of Admin
Ease of Admin
6.7
8.4
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
5.8
Meets Requirements
KANA Enterprise
8.0
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
8.1
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
8.2
Oracle Service Cloud (formerly RightNow)
6.8
Ease of Admin
KANA Enterprise
6.7
Zoho Desk
8.4
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)
5.8

Features

Ticket and Case Management
Workflow
KANA Enterprise
Not enough data available
Zoho Desk
8.2
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
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
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
8.4
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
9.0
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
8.9
Oracle Service Cloud (formerly RightNow)
8.3
Process
Mentions
KANA Enterprise
Not enough data available
Zoho Desk
8.9
Oracle Service Cloud (formerly RightNow)
Not enough data available
Tickets
KANA Enterprise
Not enough data available
Zoho Desk
9.1
Oracle Service Cloud (formerly RightNow)
8.1
Macros
KANA Enterprise
Not enough data available
Zoho Desk
8.5
Oracle Service Cloud (formerly RightNow)
Not enough data available
Collaboration
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
7.3
Interaction
Web Portals
KANA Enterprise
Not enough data available
Zoho Desk
8.5
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
8.9
Oracle Service Cloud (formerly RightNow)
8.3
Customer Profiles
KANA Enterprise
Not enough data available
Zoho Desk
8.8
Oracle Service Cloud (formerly RightNow)
8.1
Channels
Phone
KANA Enterprise
Not enough data available
Zoho Desk
8.7
Oracle Service Cloud (formerly RightNow)
7.1
Text
KANA Enterprise
Not enough data available
Zoho Desk
9.0
Oracle Service Cloud (formerly RightNow)
Not enough data available
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
Insight
Surveys
KANA Enterprise
Not enough data available
Zoho Desk
8.9
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
9.1
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
8.7
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
8.3
Oracle Service Cloud (formerly RightNow)
8.1
Customer and Contacts Database
KANA Enterprise
Not enough data available
Zoho Desk
8.3
Oracle Service Cloud (formerly RightNow)
7.9
Products and Version Tracking
KANA Enterprise
Not enough data available
Zoho Desk
8.3
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
8.4
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
8.4
Oracle Service Cloud (formerly RightNow)
6.7
Reporting
KANA Enterprise
5.7
Zoho Desk
8.2
Oracle Service Cloud (formerly RightNow)
7.3
Dashboards
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
7.5
Platform
ITIL Compliance
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
8.1
Mobile User Support
KANA Enterprise
Not enough data available
Zoho Desk
8.4
Oracle Service Cloud (formerly RightNow)
7.9
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
8.4
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%
71.4%
6.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
23.1%
32.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
5.6%
61.0%
KANA Enterprise
Small-Business
0%
Mid-Market
10.0%
Enterprise
90.0%
Zoho Desk
Small-Business
71.4%
Mid-Market
23.1%
Enterprise
5.6%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.1%
Mid-Market
32.9%
Enterprise
61.0%

Reviewers' Industry

 
Information Technology and Services
18.8%
Information Technology and Services
24.0%
Information Technology and Services
16.9%
 
Telecommunications
12.5%
Computer Software
10.4%
Retail
14.4%
 
Retail
12.5%
Telecommunications
4.0%
Computer Software
8.5%
 
Outsourcing/Offshoring
12.5%
Marketing and Advertising
4.0%
Financial Services
5.9%
 
Insurance
12.5%
Internet
3.8%
Pharmaceuticals
3.4%
 
Other
31.3%
Other
53.8%
Other
50.8%
KANA Enterprise
Information Technology and Services
18.8%
Telecommunications
12.5%
Retail
12.5%
Outsourcing/Offshoring
12.5%
Insurance
12.5%
Other
31.3%
Zoho Desk
Information Technology and Services
24.0%
Computer Software
10.4%
Telecommunications
4.0%
Marketing and Advertising
4.0%
Internet
3.8%
Other
53.8%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
16.9%
Retail
14.4%
Computer Software
8.5%
Financial Services
5.9%
Pharmaceuticals
3.4%
Other
50.8%

Reviews

Most Helpful Favorable Review
Most Helpful Favorable Review
G2 User in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

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
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

G2 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
G2 User in Outsourcing/Offshoring

It is user friendly for the agent as well as management.

Most Helpful Critical Review
G2 User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Zoho Desk
Most Helpful Favorable Review
G2 User in Maritime

It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!

Most Helpful Critical Review
G2 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

 No screenshots provided
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
KANA Enterprise
No screenshots provided
Oracle Service Cloud (formerly RightNow)

Videos

 No videos provided

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

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

A modern customer service strategy requires connecting all customer touch-points and empowering agents to offer consistent, personalized, and immediate service across all channels. Watch Oracle Service Cloud in action and hear from our customers how they've successfully adopted a next generation service strategy.

Downloads

 No downloads providedNo downloads provided
KANA Enterprise
No downloads provided
Zoho Desk
No downloads provided
Oracle Service Cloud (formerly RightNow)
Request More InformationRequest More InformationAsk Zoho Desk a QuestionContact Zoho DeskAsk Oracle a QuestionContact Oracle