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

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
Essential
$5
/month
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
Team
$19
/month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
Professional
$49
/month
 
Unlimited Edition
$ 300 USD
Per user/month (billed annually)
Estate
$49
/ agent / month billed annually
Enterprise
$99
/month
 
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
Zendesk Support
Essential
$5/month
Team
$19/month
Professional
$49/month
Enterprise
$99/month
Free Trial

Ratings

Meets Requirements
Meets Requirements
8.1
8.5
8.5
8.7
Ease of Use
Ease of Use
7.7
8.0
8.8
8.6
Ease of Setup
Ease of Setup
6.8
7.6
8.6
8.2
Ease of Admin
Ease of Admin
7.3
8.0
8.7
8.3
Quality of Support
Quality of Support
7.2
8.1
8.9
8.3
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
8.8
8.4
Product Direction (% positive)
Product Direction (% positive)
5.8
7.8
8.7
7.6
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.5
Zendesk Support
8.7
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.8
Zendesk Support
8.6
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Salesforce Service Cloud
7.6
Freshdesk
8.6
Zendesk Support
8.2
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
8.7
Zendesk Support
8.3
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.1
Freshdesk
8.9
Zendesk Support
8.3
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.4
Freshdesk
8.8
Zendesk Support
8.4
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.8
Salesforce Service Cloud
7.8
Freshdesk
8.7
Zendesk Support
7.6

Features

Ticket and Case Management
Ticket creation user experience
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.3
Freshdesk
8.9
Zendesk Support
8.9
Ticket response user experience
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.2
Freshdesk
8.8
Zendesk Support
8.7
Workflow
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.4
Zendesk Support
8.5
Response Automation
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.4
Zendesk Support
8.4
SLA Management
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
Zendesk Support
8.1
Attachments/Screencasts
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
7.7
Freshdesk
8.4
Zendesk Support
8.4
Ticket Collaboration
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.1
Freshdesk
8.6
Zendesk Support
8.6
Knowledge Share
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.6
Freshdesk
8.8
Zendesk Support
8.6
Searchable Articles
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.3
Freshdesk
8.6
Zendesk Support
8.6
Community Forums
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.3
Freshdesk
8.5
Zendesk Support
8.3
Interactive FAQs & Forums
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.5
Zendesk Support
8.3
Process
Mentions
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.8
Freshdesk
Not enough data available
Zendesk Support
8.5
Tickets
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.7
Freshdesk
9.4
Zendesk Support
9.2
Macros
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.4
Freshdesk
8.8
Zendesk Support
8.8
Collaboration
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.8
Freshdesk
9.1
Zendesk Support
8.7
Interaction
Web Portals
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.4
Freshdesk
7.2
Zendesk Support
8.6
Forum to Reponse
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.4
Freshdesk
8.5
Zendesk Support
8.5
Tickets and Tagging
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.6
Freshdesk
8.8
Zendesk Support
8.9
Live Chat
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.3
Freshdesk
8.8
Zendesk Support
8.6
Channels
Email
Oracle Service Cloud (formerly RightNow)
7.8
Salesforce Service Cloud
8.8
Freshdesk
9.3
Zendesk Support
9.1
Social
Oracle Service Cloud (formerly RightNow)
6.4
Salesforce Service Cloud
8.4
Freshdesk
8.9
Zendesk Support
8.6
Live Chat
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.5
Freshdesk
9.1
Zendesk Support
8.7
Phone
Oracle Service Cloud (formerly RightNow)
7.1
Salesforce Service Cloud
8.6
Freshdesk
8.8
Zendesk Support
8.2
Text
Oracle Service Cloud (formerly RightNow)
Not enough data available
Salesforce Service Cloud
8.6
Freshdesk
Not enough data available
Zendesk Support
8.6
Insight
Surveys
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.9
Zendesk Support
8.5
Reporting
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.8
Freshdesk
Not enough data available
Zendesk Support
8.5
Visitor Activity
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.6
Freshdesk
8.9
Zendesk Support
8.6
Help Desk
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.8
Freshdesk
9.2
Zendesk Support
8.7
Communication Channels
Customer Portal
Oracle Service Cloud (formerly RightNow)
8.5
Salesforce Service Cloud
8.3
Freshdesk
8.6
Zendesk Support
8.5
Email to Case
Oracle Service Cloud (formerly RightNow)
8.8
Salesforce Service Cloud
8.5
Freshdesk
8.9
Zendesk Support
8.8
Chat/Live Support
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.0
Freshdesk
8.5
Zendesk Support
8.4
Social Integration
Oracle Service Cloud (formerly RightNow)
6.5
Salesforce Service Cloud
8.0
Freshdesk
8.3
Zendesk Support
8.2
Call Center
Make, Receive, and Record Calls
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.1
Freshdesk
8.3
Zendesk Support
8.1
Customer and Contacts Database
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.3
Freshdesk
8.0
Zendesk Support
8.2
Products and Version Tracking
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.1
Freshdesk
8.3
Zendesk Support
8.2
Call Scripting
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.0
Freshdesk
8.2
Zendesk Support
8.0
Interactive Voice Response (IVR)
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.0
Freshdesk
8.4
Zendesk Support
7.9
Self Service/Community
Forums
Oracle Service Cloud (formerly RightNow)
9.0
Salesforce Service Cloud
8.1
Freshdesk
8.3
Zendesk Support
8.1
Knowledge Base
Oracle Service Cloud (formerly RightNow)
8.6
Salesforce Service Cloud
8.2
Freshdesk
8.5
Zendesk Support
8.4
Ideas/Feedback
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.1
Freshdesk
8.4
Zendesk Support
8.1
Q&A
Oracle Service Cloud (formerly RightNow)
8.3
Salesforce Service Cloud
8.1
Freshdesk
8.6
Zendesk Support
8.2
Reporting & Analytics
Social Monitoring
Oracle Service Cloud (formerly RightNow)
6.7
Salesforce Service Cloud
8.1
Freshdesk
8.3
Zendesk Support
8.0
Reporting
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
7.9
Zendesk Support
8.0
Dashboards
Oracle Service Cloud (formerly RightNow)
7.5
Salesforce Service Cloud
8.0
Freshdesk
8.2
Zendesk Support
8.2
Platform
Mobile User Support
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
7.8
Freshdesk
8.1
Zendesk Support
8.1
ITIL Compliance
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.3
Zendesk Support
8.2
Customization
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.2
Freshdesk
8.0
Zendesk Support
8.0
User, Role, and Access Management
Oracle Service Cloud (formerly RightNow)
8.0
Salesforce Service Cloud
8.4
Freshdesk
8.5
Zendesk Support
8.3
Internationalization
Oracle Service Cloud (formerly RightNow)
8.2
Salesforce Service Cloud
8.0
Freshdesk
8.1
Zendesk Support
8.2
Performance & Reliability
Oracle Service Cloud (formerly RightNow)
7.9
Salesforce Service Cloud
8.3
Freshdesk
8.8
Zendesk Support
8.5
Integration APIs
Oracle Service Cloud (formerly RightNow)
7.4
Salesforce Service Cloud
8.0
Freshdesk
8.2
Zendesk Support
8.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.0%
24.4%
52.4%
38.1%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
32.5%
41.4%
36.7%
45.1%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
61.4%
34.1%
10.9%
16.7%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.0%
Mid-Market
32.5%
Enterprise
61.4%
Salesforce Service Cloud
Small-Business
24.4%
Mid-Market
41.4%
Enterprise
34.1%
Freshdesk
Small-Business
52.4%
Mid-Market
36.7%
Enterprise
10.9%
Zendesk Support
Small-Business
38.1%
Mid-Market
45.1%
Enterprise
16.7%

Reviewers' Industry

 
Information Technology and Services
16.8%
Information Technology and Services
14.7%
Information Technology and Services
20.4%
Computer Software
17.5%
 
Retail
14.3%
Computer Software
14.2%
Computer Software
13.9%
Information Technology and Services
15.2%
 
Computer Software
8.4%
Internet
8.0%
Internet
5.8%
Internet
9.9%
 
Financial Services
5.9%
Hospital & Health Care
3.6%
Education Management
3.7%
Marketing and Advertising
4.7%
 
Pharmaceuticals
3.4%
Financial Services
3.4%
E-Learning
3.4%
Retail
3.5%
 
Other
51.3%
Other
56.2%
Other
52.9%
Other
49.2%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
16.8%
Retail
14.3%
Computer Software
8.4%
Financial Services
5.9%
Pharmaceuticals
3.4%
Other
51.3%
Salesforce Service Cloud
Information Technology and Services
14.7%
Computer Software
14.2%
Internet
8.0%
Hospital & Health Care
3.6%
Financial Services
3.4%
Other
56.2%
Freshdesk
Information Technology and Services
20.4%
Computer Software
13.9%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.9%
Zendesk Support
Computer Software
17.5%
Information Technology and Services
15.2%
Internet
9.9%
Marketing and Advertising
4.7%
Retail
3.5%
Other
49.2%

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...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service 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.

G2 User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
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
G2 User in Electrical/Electronic Manufacturing

Difficult to export existing KB articles. It has to be RSS and must be very specifically structured. Searching for cases or customers have some issues sometimes Custom rules and notifications are complicated to setup

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.

Zendesk Support
Most Helpful Favorable Review
Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

Screenshots

 
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 4
2 of 4
3 of 4
4 of 4
1 of 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6
1 of 5
2 of 5
3 of 5
4 of 5
5 of 5
Oracle Service Cloud (formerly RightNow)
Salesforce Service Cloud

Videos

 

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.

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

No videos provided
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.

Salesforce Service Cloud

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

Freshdesk
Zendesk Support
No videos provided
Ask Oracle a QuestionContact OracleAsk SF Service Cloud a QuestionContact SF Service CloudAsk Freshdesk a QuestionContact FreshdeskRequest More InformationRequest More Information