Compare Oracle Service Cloud (formerly RightNow) vs Freshdesk

See this
comparison of Oracle Service Cloud (formerly RightNow) vs. Freshdesk
based on data from user reviews. Oracle Service Cloud (formerly RightNow) rates 3.8/5 stars with 86 reviews. Freshdesk rates 4.4/5 stars with 2,150 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Sprout
Free
for UNLIMITED agents
 
Blossom
$19
/ agent / month billed annually
 
Garden
$35
/ agent / month billed annually
 
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Freshdesk
Sprout
Freefor UNLIMITED agents
Blossom
$19/ agent / month billed annually
Garden
$35/ agent / month billed annually
Estate
$49/ agent / month billed annually
Forest
$89/ agent / month billed annually
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
Ease of Use
Ease of Use
7.7
8.8
Ease of Setup
Ease of Setup
6.8
8.6
Ease of Admin
Ease of Admin
7.3
8.7
Quality of Support
Quality of Support
7.2
8.9
Ease of Doing Business With
Ease of Doing Business With
7.3
8.8
Product Direction (% positive)
Product Direction (% positive)
5.8
8.7
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.5
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
8.8
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Freshdesk
8.6
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Freshdesk
8.7
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Freshdesk
8.9
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Freshdesk
8.8
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.8
Freshdesk
8.7

Features

Ticket and Case Management
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Freshdesk
8.9
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.8
Workflow
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.4
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Freshdesk
8.4
SLA Management
Oracle Service Cloud (formerly RightNow)
7.4
Freshdesk
8.2
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Freshdesk
8.4
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Freshdesk
8.6
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.8
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Freshdesk
8.6
Community Forums
Oracle Service Cloud (formerly RightNow)
7.1
Freshdesk
8.4
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.5
Communication
Pop-up Chat
Oracle Service Cloud (formerly RightNow)
8.4
Freshdesk
9.0
Notifications
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.8
Targeted Emails
Oracle Service Cloud (formerly RightNow)
8.7
Freshdesk
9.0
In-App Messaging
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
Not enough data available
Process
Mentions
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
Not enough data available
Tickets
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
9.4
Macros
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
8.8
Collaboration
Oracle Service Cloud (formerly RightNow)
7.3
Freshdesk
9.1
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
7.2
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.5
Freshdesk
8.5
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.8
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.8
Internal Use
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.0
Conversation Archiving
Oracle Service Cloud (formerly RightNow)
8.5
Freshdesk
Not enough data available
Lead Development
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
Not enough data available
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.9
Team Inbox
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.9
Customer Profiles
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.6
Channels
Email
Oracle Service Cloud (formerly RightNow)
7.8
Freshdesk
9.3
Social
Oracle Service Cloud (formerly RightNow)
6.4
Freshdesk
8.9
Live Chat
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
9.1
Phone
Oracle Service Cloud (formerly RightNow)
7.1
Freshdesk
8.8
Text
Oracle Service Cloud (formerly RightNow)
Not enough data available
Freshdesk
Not enough data available
Insight
Surveys
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.9
Reporting
Oracle Service Cloud (formerly RightNow)
8.8
Freshdesk
Not enough data available
Visitor Activity
Oracle Service Cloud (formerly RightNow)
7.4
Freshdesk
8.8
Help Desk
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
9.1
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Freshdesk
8.6
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Freshdesk
8.9
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.5
Social Integration
Oracle Service Cloud (formerly RightNow)
6.5
Freshdesk
8.2
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.3
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
8.0
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Freshdesk
8.3
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
8.2
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Freshdesk
8.4
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.0
Freshdesk
8.3
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Freshdesk
8.5
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.3
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Freshdesk
8.5
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.7
Freshdesk
8.2
Reporting
Oracle Service Cloud (formerly RightNow)
7.3
Freshdesk
7.9
Dashboards
Oracle Service Cloud (formerly RightNow)
7.5
Freshdesk
8.2
Platform
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
8.1
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.3
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Freshdesk
8.0
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Freshdesk
8.5
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Freshdesk
8.1
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Freshdesk
8.8
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Freshdesk
8.2

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.0%
52.6%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
36.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
60.7%
11.1%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.0%
Mid-Market
33.3%
Enterprise
60.7%
Freshdesk
Small-Business
52.6%
Mid-Market
36.3%
Enterprise
11.1%

Reviewers' Industry

 
Retail
16.3%
Information Technology and Services
19.7%
 
Information Technology and Services
16.3%
Computer Software
13.3%
 
Computer Software
9.3%
Internet
5.6%
 
Financial Services
4.7%
Education Management
3.9%
 
Consumer Electronics
3.5%
Marketing and Advertising
3.2%
 
Other
50.0%
Other
54.3%
Oracle Service Cloud (formerly RightNow)
Retail
16.3%
Information Technology and Services
16.3%
Computer Software
9.3%
Financial Services
4.7%
Consumer Electronics
3.5%
Other
50.0%
Freshdesk
Information Technology and Services
19.7%
Computer Software
13.3%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.3%

Reviews

Most Helpful Favorable Review
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...

Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
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.

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

 
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.

Freshdesk
Most Helpful Favorable Review
Clyde C.
User in Music

Freshdesk is a big improvement over handling support via email. It keeps responses from customers together and provides good tools for sharing support responsibilities with other agents. The "solutions" section is very helpful to my customers and is easier...

Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Screenshots

 
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Oracle Service Cloud (formerly RightNow)

Videos

 No videos provided
Oracle Service Cloud (formerly RightNow)
No videos provided
Freshdesk

Downloads

Oracle Service Cloud (formerly RightNow)
No downloads provided
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