Compare Oracle Service Cloud (formerly RightNow), Salesforce Service Cloud, Freshdesk, and TeamSupport

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
Support Desk
$50
/ agent / month billed annually
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
Enterprise
$65
/ agent / month billed annually
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
Private Cloud
Custom
Contact Us for Pricing
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
 
Forest
$89
/ agent / month billed annually
 
Free Trial Unavailable
Free Trial
Free Trial
Free Trial
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable
Salesforce Service Cloud
Service Essentials Edition
$ 25 USDPer user/month (billed annually)
Professional Edition
$ 75 USDPer user/month (billed annually)
Enterprise Edition
$ 150 USDPer user/month (billed annually)
Unlimited Edition
$ 300 USDPer user/month (billed annually)
Free Trial
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
TeamSupport
Support Desk
$50/ agent / month billed annually
Enterprise
$65/ agent / month billed annually
Private Cloud
CustomContact Us for Pricing
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
8.5
8.6
Ease of Use
Ease of Use
7.7
8.1
8.8
8.7
Ease of Setup
Ease of Setup
6.8
7.6
8.6
8.3
Ease of Admin
Ease of Admin
7.3
8.0
8.7
8.7
Quality of Support
Quality of Support
7.2
8.1
8.9
8.8
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
8.8
9.2
Product Direction (% positive)
Product Direction (% positive)
5.8
7.8
8.7
9.0
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.5
TeamSupport
8.6
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.1
Freshdesk
8.8
TeamSupport
8.7
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Salesforce Service Cloud
7.6
Freshdesk
8.6
TeamSupport
8.3
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
8.7
TeamSupport
8.7
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.1
Freshdesk
8.9
TeamSupport
8.8
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.4
Freshdesk
8.8
TeamSupport
9.2
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.8
Salesforce Service Cloud
7.8
Freshdesk
8.7
TeamSupport
9.0

Features

Ticket and Case Management
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.3
Freshdesk
8.9
TeamSupport
8.9
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.2
Freshdesk
8.8
TeamSupport
8.8
Workflow
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.4
TeamSupport
8.4
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.4
TeamSupport
8.5
SLA Management
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
8.4
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
7.7
Freshdesk
8.4
TeamSupport
8.6
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.6
TeamSupport
8.8
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.6
Freshdesk
8.8
TeamSupport
8.3
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.3
Freshdesk
8.6
TeamSupport
8.3
Community Forums
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.3
Freshdesk
8.4
TeamSupport
8.0
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.5
TeamSupport
8.4
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.4
Freshdesk
7.2
TeamSupport
8.7
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.4
Freshdesk
8.5
TeamSupport
8.5
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.6
Freshdesk
8.8
TeamSupport
8.8
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.3
Freshdesk
8.8
TeamSupport
8.4
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.3
Freshdesk
8.6
TeamSupport
8.5
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.5
Freshdesk
8.9
TeamSupport
8.9
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.5
TeamSupport
8.4
Social Integration
Oracle Service Cloud (formerly RightNow)
6.5
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
8.4
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.3
TeamSupport
8.3
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.3
Freshdesk
8.0
TeamSupport
8.6
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.1
Freshdesk
8.3
TeamSupport
8.6
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.0
Freshdesk
8.2
TeamSupport
Not enough data available
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.0
Freshdesk
8.4
TeamSupport
Not enough data available
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.0
Salesforce Service Cloud
8.1
Freshdesk
8.3
TeamSupport
8.3
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.2
Freshdesk
8.5
TeamSupport
8.4
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.3
TeamSupport
8.4
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.1
Freshdesk
8.5
TeamSupport
8.4
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.7
Salesforce Service Cloud
8.1
Freshdesk
8.2
TeamSupport
Not enough data available
Reporting
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
7.9
TeamSupport
8.3
Dashboards
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.1
Freshdesk
8.2
TeamSupport
8.6
Platform
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.8
Freshdesk
8.1
TeamSupport
7.4
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.3
TeamSupport
Not enough data available
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.0
TeamSupport
8.4
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
TeamSupport
8.7
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.0
Freshdesk
8.1
TeamSupport
7.9
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.2
Freshdesk
8.8
TeamSupport
8.7
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.1
Freshdesk
8.2
TeamSupport
8.5

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.0%
24.4%
52.6%
40.4%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
33.3%
41.3%
36.3%
47.4%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
60.7%
34.2%
11.1%
12.2%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.0%
Mid-Market
33.3%
Enterprise
60.7%
Salesforce Service Cloud
Small-Business
24.4%
Mid-Market
41.3%
Enterprise
34.2%
Freshdesk
Small-Business
52.6%
Mid-Market
36.3%
Enterprise
11.1%
TeamSupport
Small-Business
40.4%
Mid-Market
47.4%
Enterprise
12.2%

Reviewers' Industry

 
Retail
16.3%
Information Technology and Services
14.1%
Information Technology and Services
19.6%
Computer Software
27.8%
 
Information Technology and Services
16.3%
Computer Software
13.9%
Computer Software
13.3%
Information Technology and Services
21.0%
 
Computer Software
9.3%
Internet
7.6%
Internet
5.6%
Internet
4.8%
 
Financial Services
4.7%
Hospital & Health Care
3.2%
Education Management
3.9%
Financial Services
4.4%
 
Consumer Electronics
3.5%
Non-Profit Organization Management
3.2%
Marketing and Advertising
3.2%
Hospitality
3.9%
 
Other
50.0%
Other
57.9%
Other
54.3%
Other
38.2%
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%
Salesforce Service Cloud
Information Technology and Services
14.1%
Computer Software
13.9%
Internet
7.6%
Hospital & Health Care
3.2%
Non-Profit Organization Management
3.2%
Other
57.9%
Freshdesk
Information Technology and Services
19.6%
Computer Software
13.3%
Internet
5.6%
Education Management
3.9%
Marketing and Advertising
3.2%
Other
54.3%
TeamSupport
Computer Software
27.8%
Information Technology and Services
21.0%
Internet
4.8%
Financial Services
4.4%
Hospitality
3.9%
Other
38.2%

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...

G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

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...

Jessica H.
Administrator in Information Technology and Services

TeamSupport gives our team a way to organize our ticket types, create workflow, and tag commonly used knowledge articles to ensure our process is efficient and effective for supporting our clients. We can open our tickets in real-time, collaborate, and...

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.

Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

G2 User in Computer Software

One of my biggest issues is mostly related to the growing pains of TeamSupport, and that would be down time and a full deletion of all our support tickets. (luckily we had backups) There also seems to be some slowness at times and the little bugs that I...

 
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.

Salesforce Service Cloud
Most Helpful Favorable Review
G2 User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Most Helpful Critical Review
Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

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.

TeamSupport
Most Helpful Favorable Review
Jessica H.
Administrator in Information Technology and Services

TeamSupport gives our team a way to organize our ticket types, create workflow, and tag commonly used knowledge articles to ensure our process is efficient and effective for supporting our clients. We can open our tickets in real-time, collaborate, and...

Most Helpful Critical Review
G2 User in Computer Software

One of my biggest issues is mostly related to the growing pains of TeamSupport, and that would be down time and a full deletion of all our support tickets. (luckily we had backups) There also seems to be some slowness at times and the little bugs that I...

Screenshots

 
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Videos

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Happy customers. Let’s make them happier with Service Cloud.

TeamSupport: The Customer Support Solution Built for B2B Help Desks

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

Happy customers. Let’s make them happier with Service Cloud.

Freshdesk
TeamSupport

TeamSupport: The Customer Support Solution Built for B2B Help Desks

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Oracle Service Cloud (formerly RightNow)
Oracle Service Cloud (formerly RightNow)
Salesforce Service Cloud
Salesforce Service Cloud
Optimized for quick response
Freshdesk
Freshdesk
TeamSupport
TeamSupport