# Oracle Service Cloud (formerly RightNow), osTicket vs Zammad Comparison | | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Star Rating** | 3.9 out of 5 | 4.4 out of 5 | 4.5 out of 5 | | **Total Reviews** | 134 | 44 | 10 | | **Largest Market Segment** | Enterprise (57.7% of reviews) | Small-Business (56.8% of reviews) | Small-Business (60.0% of reviews) | | **Entry Level Price** | No pricing available | No pricing available | No pricing available | --- ## Top Pros & Cons ### Oracle Service Cloud (formerly RightNow) Pros: - Ease of Use (2 reviews) - Automation (1 reviews) Cons: - Bugs (1 reviews) - Contact Management (1 reviews) ### osTicket **Not enough data** ### Zammad **Not enough data** --- ## Ratings Comparison | Rating | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Meets Requirements** | 8.3 (94 reviews) | 8.8 (41 reviews) | 8.3 (8 reviews) | | **Ease of Use** | 7.9 (93 reviews) | 8.2 (41 reviews) | 9.0 (8 reviews) | | **Ease of Setup** | 6.8 (66 reviews) | 8.0 (29 reviews) | Not enough data | | **Ease of Admin** | 7.3 (67 reviews) | 8.3 (29 reviews) | Not enough data | | **Quality of Support** | 7.4 (87 reviews) | 6.9 (27 reviews) | Not enough data | | **Has the product been a good partner in doing business?** | 7.5 (65 reviews) | 8.4 (24 reviews) | Not enough data | | **Product Direction (% positive)** | 6.6 (90 reviews) | 8.8 (39 reviews) | 8.3 (7 reviews) | --- ## Pricing ### Oracle Service Cloud (formerly RightNow) #### Entry-Level Pricing No pricing available #### Free Trial No information available ### osTicket #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Zammad #### Entry-Level Pricing No pricing available #### Free Trial No information available --- ## Features Comparison By Category ### Help Desk | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 68 | | **osTicket** | 7.4/10 | 33 | | **Zammad** | 7.1/10 | 5 | #### Ticket and Case Management | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Ticket creation user experience** | 8.8 (31 reviews) ✓ Verified | 8.6 (32 reviews) ✓ Verified | 8.0 (5 reviews) | | **Ticket response user experience** | 8.4 (31 reviews) ✓ Verified | 8.7 (32 reviews) ✓ Verified | 7.0 (5 reviews) | | **Workflow** | 8.2 (30 reviews) ✓ Verified | 8.0 (31 reviews) ✓ Verified | 6.7 (5 reviews) | | **Response Automation** | 8.7 (29 reviews) ✓ Verified | 8.4 (29 reviews) ✓ Verified | Not enough data | | **SLA Management** | 7.6 (29 reviews) | 8.0 (24 reviews) | Not enough data | | **Attachments/Screencasts** | 8.3 (29 reviews) | 7.7 (30 reviews) | 6.7 (5 reviews) | | **Ticket Collaboration** | 8.8 (30 reviews) | 8.3 (31 reviews) ✓ Verified | Not enough data | | **Customer and Contacts Database** | 8.1 (27 reviews) ✓ Verified | 7.3 (17 reviews) | Not enough data | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | #### Agentic AI - Help Desk | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | #### Communication Channels | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Customer Portal** | 8.6 (29 reviews) ✓ Verified | 8.1 (24 reviews) ✓ Verified | 7.0 (5 reviews) | | **Email to Case** | 8.9 (29 reviews) ✓ Verified | 9.0 (27 reviews) | Not enough data | | **Chat/Live Support** | 8.3 (28 reviews) ✓ Verified | 5.3 (10 reviews) ✓ Verified | Not enough data | | **Social Integration** | 7.0 (16 reviews) | 5.3 (10 reviews) | Not enough data | | **Voice** | 8.3 (19 reviews) | 4.0 (7 reviews) | Not enough data | #### Platform | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Mobile User Support** | 8.2 (10 reviews) ✓ Verified | 5.4 (16 reviews) | Not enough data | | **Customization ** | 8.0 (41 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | Not enough data | | **User, Role, and Access Management** | 8.0 (23 reviews) ✓ Verified | 8.8 (25 reviews) ✓ Verified | Not enough data | | **Integration** | 7.7 (20 reviews) ✓ Verified | 6.8 (13 reviews) ✓ Verified | Not enough data | | **Reporting** | 7.6 (29 reviews) ✓ Verified | 7.2 (26 reviews) ✓ Verified | Not enough data | | **Dashboards** | 7.6 (29 reviews) ✓ Verified | 7.8 (27 reviews) ✓ Verified | Not enough data | ### Contact Center Knowledge Base | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Administration | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Database Management ** | Not enough data | Not enough data | Not enough data | | **Data Workflows** | Not enough data | Not enough data | Not enough data | | **Issue Management** | Not enough data | Not enough data | Not enough data | #### Knowledge Management | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Knowledge Base** | Not enough data | Not enough data | Not enough data | | **Publishing Workflows** | Not enough data | Not enough data | Not enough data | | **Analytics** | Not enough data | Not enough data | Not enough data | #### Compliance | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Policies and Controls** | Not enough data | Not enough data | Not enough data | | **Data Governance** | Not enough data | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | Not enough data | | **Auditing** | Not enough data | Not enough data | Not enough data | #### Customer Support | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Intelligent Search** | Not enough data | Not enough data | Not enough data | | **Suggestions** | Not enough data | Not enough data | Not enough data | | **Decision Trees** | Not enough data | Not enough data | Not enough data | #### Data Security | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Risk Data Attributes** | Not enough data | Not enough data | Not enough data | | **Data Transport** | Not enough data | Not enough data | Not enough data | | **Access Management** | Not enough data | Not enough data | Not enough data | | **Multi-Factor Authentication** | Not enough data | Not enough data | Not enough data | #### Administration | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Integrations** | Not enough data | Not enough data | Not enough data | | **User, Role, and Access Management** | Not enough data | Not enough data | Not enough data | | **Performance and Reliability** | Not enough data | Not enough data | Not enough data | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### Live Chat | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 62 | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | | **AI Text-to-Speech** | Not enough data | Not enough data | Not enough data | #### Communication | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Pop-up Chat** | 8.5 (30 reviews) ✓ Verified | Not enough data | Not enough data | | **Notifications** | 8.1 (30 reviews) ✓ Verified | Not enough data | Not enough data | | **Targeted Emails** | 8.8 (22 reviews) ✓ Verified | Not enough data | Not enough data | | **In-App Messaging** | 8.4 (15 reviews) ✓ Verified | Not enough data | Not enough data | | **Co-Browsing** | Not enough data | Not enough data | Not enough data | #### Internal Use | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Customization ** | 8.0 (41 reviews) ✓ Verified | 7.1 (23 reviews) ✓ Verified | Not enough data | | **Conversation Archiving** | 8.7 (29 reviews) ✓ Verified | Not enough data | Not enough data | | **Lead Development** | 7.9 (16 reviews) | Not enough data | Not enough data | | **Knowledge Base** | 8.0 (32 reviews) ✓ Verified | Not enough data | Not enough data | | **Team Inbox ** | 8.4 (23 reviews) ✓ Verified | Not enough data | Not enough data | | **Customer Profiles** | 8.1 (32 reviews) ✓ Verified | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.0/10 | 65 | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | #### Self-Service Experience | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Knowledge Base** | 8.3 (43 reviews) | Not enough data | Not enough data | | **Searchable Articles** | 8.0 (40 reviews) | Not enough data | Not enough data | | **Community Forums** | 7.8 (24 reviews) | Not enough data | Not enough data | | **Mobile Optimization** | Not enough data | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | Not enough data | #### Self-Service Platform | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Branding** | Not enough data | Not enough data | Not enough data | | **Automation** | Not enough data | Not enough data | Not enough data | | **Artificial Intelligence** | Not enough data | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | Not enough data | #### Agentic AI - Customer Self-Service | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | Not enough data | | **Natural Language Interaction** | Not enough data | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | Not enough data | | **Decision Making** | Not enough data | Not enough data | Not enough data | ### Social Customer Service | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | 8.2/10 | 25 | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | #### Process | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Mentions** | 7.7 (11 reviews) | Not enough data | Not enough data | | **Tickets** | 8.2 (14 reviews) | Not enough data | Not enough data | | **Macros** | 8.0 (10 reviews) | Not enough data | Not enough data | #### Channels | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Email** | 8.2 (16 reviews) | Not enough data | Not enough data | | **Social** | 7.4 (13 reviews) | Not enough data | Not enough data | | **Live Chat** | 8.7 (13 reviews) | Not enough data | Not enough data | | **Phone** | 7.8 (15 reviews) | Not enough data | Not enough data | | **Text** | 8.8 (10 reviews) | Not enough data | Not enough data | #### Insight | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Surveys** | 8.1 (14 reviews) | Not enough data | Not enough data | | **Reporting** | 8.7 (15 reviews) | Not enough data | Not enough data | | **Visitor Activity** | 7.9 (14 reviews) | Not enough data | Not enough data | | **Help Desk** | 8.4 (15 reviews) | Not enough data | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Generative AI | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **AI Text Generation** | Not enough data | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | Not enough data | ### AWS Marketplace | Product | Score | Reviews | |---|---|---| | **Oracle Service Cloud (formerly RightNow)** | N/A | N/A | | **osTicket** | N/A | N/A | | **Zammad** | N/A | N/A | #### Agentic AI - AWS Marketplace | Feature | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | Not enough data | | **Multi-step Planning** | Not enough data | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Help Desk Software](https://www.g2.com/categories/help-desk) **Unique to Oracle Service Cloud (formerly RightNow) (4):** [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) **Unique to osTicket (1):** [AWS Marketplace Software](https://www.g2.com/categories/aws-marketplace) **Unique to Zammad (1):** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) --- ## Reviewer Demographics ### By Company Size | Segment | Oracle Service Cloud (formerly RightNow) | osTicket | Zammad | |---|---|---|---| | **Small-Business** | 4.5% | 56.8% | 60.0% | | **Mid-Market** | 37.8% | 34.1% | 30.0% | | **Enterprise** | 57.7% | 9.1% | 10.0% | ### By Industry #### Oracle Service Cloud (formerly RightNow) - **Information Technology and Services:** 14.2% - **Retail:** 14.2% - **Computer Software:** 7.1% - **Financial Services:** 4.4% - **Education Management:** 3.5% - **Banking:** 3.5% - **Computer Networking:** 3.5% - **Utilities:** 2.7% - **Telecommunications:** 2.7% - **Automotive:** 2.7% - **Other:** 41.6% #### osTicket - **Information Technology and Services:** 22.7% - **Education Management:** 13.6% - **Computer Software:** 11.4% - **Telecommunications:** 4.5% - **Retail:** 4.5% - **Primary/Secondary Education:** 4.5% - **Internet:** 4.5% - **Accounting:** 2.3% - **Capital Markets:** 2.3% - **Computer Games:** 2.3% - **Other:** 27.3% #### Zammad - **Information Technology and Services:** 20.0% - **Research:** 10.0% - **Primary/Secondary Education:** 10.0% - **Medical Devices:** 10.0% - **Health, Wellness and Fitness:** 10.0% - **Financial Services:** 10.0% - **Design:** 10.0% - **Construction:** 10.0% - **Computer Software:** 10.0% --- ## Alternatives ### Alternatives to Oracle Service Cloud (formerly RightNow) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews) - [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews) - [LiveChat](https://www.g2.com/products/livechat/reviews) — 4.4/5 stars (806 reviews) - [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1112 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews) - 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4.3/5 stars (976 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews) - [Vision Helpdesk](https://www.g2.com/products/vision-helpdesk/reviews) — 4.6/5 stars (95 reviews) - [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews) ### Alternatives to Zammad - [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7587 reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3742 reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6936 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (976 reviews) - [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2463 reviews) - [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews) - [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (427 reviews) - [Vtiger All-In-One CRM](https://www.g2.com/products/vtiger-all-in-one-crm/reviews) — 4.3/5 stars (415 reviews) - [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2912 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7327 reviews) --- ## Top Discussions ### Oracle Service Cloud (formerly RightNow) No discussions available for this product. ### osTicket - Title: [What is ticket support system?](https://www.g2.com/discussions/what-is-ticket-support-system) — 1 comment > **Top comment:** "TicketSupport is OSTicket’s Software as a Service. Where as, OSTicket is typically self-hosted. " ### Zammad No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/oracle-service-cloud-formerly-rightnow-vs-osticket-vs-zammad)