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

Pricing

 
Service Essentials Edition
$ 25 USD
Per user/month (billed annually)
Sprout
Free
for UNLIMITED agents
FREE
$0
/agent/month
 
Professional Edition
$ 75 USD
Per user/month (billed annually)
Blossom
$19
/ agent / month billed annually
PROFESSIONAL
$12
/agent/month
 
Enterprise Edition
$ 150 USD
Per user/month (billed annually)
Garden
$35
/ agent / month billed annually
ENTERPRISE
$25
/agent/month
 
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
Zoho Desk
FREE
$0/agent/month
PROFESSIONAL
$12/agent/month
ENTERPRISE
$25/agent/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
8.5
Ease of Setup
Ease of Setup
6.8
7.6
8.6
8.1
Ease of Admin
Ease of Admin
7.3
8.0
8.7
8.4
Quality of Support
Quality of Support
7.2
8.1
8.9
8.2
Ease of Doing Business With
Ease of Doing Business With
7.3
8.4
8.8
8.5
Product Direction (% positive)
Product Direction (% positive)
5.8
7.8
8.7
8.7
Meets Requirements
Oracle Service Cloud (formerly RightNow)
8.1
Salesforce Service Cloud
8.5
Freshdesk
8.5
Zoho Desk
8.7
Ease of Use
Oracle Service Cloud (formerly RightNow)
7.7
Salesforce Service Cloud
8.0
Freshdesk
8.8
Zoho Desk
8.5
Ease of Setup
Oracle Service Cloud (formerly RightNow)
6.8
Salesforce Service Cloud
7.6
Freshdesk
8.6
Zoho Desk
8.1
Ease of Admin
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.0
Freshdesk
8.7
Zoho Desk
8.4
Quality of Support
Oracle Service Cloud (formerly RightNow)
7.2
Salesforce Service Cloud
8.1
Freshdesk
8.9
Zoho Desk
8.2
Ease of Doing Business With
Oracle Service Cloud (formerly RightNow)
7.3
Salesforce Service Cloud
8.4
Freshdesk
8.8
Zoho Desk
8.5
Product Direction (% positive)
Oracle Service Cloud (formerly RightNow)
5.8
Salesforce Service Cloud
7.8
Freshdesk
8.7
Zoho Desk
8.7

Features

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

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
6.0%
24.3%
52.5%
70.5%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
32.5%
41.4%
36.6%
23.9%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
61.4%
34.3%
10.9%
5.6%
Oracle Service Cloud (formerly RightNow)
Small-Business
6.0%
Mid-Market
32.5%
Enterprise
61.4%
Salesforce Service Cloud
Small-Business
24.3%
Mid-Market
41.4%
Enterprise
34.3%
Freshdesk
Small-Business
52.5%
Mid-Market
36.6%
Enterprise
10.9%
Zoho Desk
Small-Business
70.5%
Mid-Market
23.9%
Enterprise
5.6%

Reviewers' Industry

 
Information Technology and Services
16.8%
Information Technology and Services
14.7%
Information Technology and Services
20.3%
Information Technology and Services
23.4%
 
Retail
14.3%
Computer Software
14.2%
Computer Software
14.0%
Computer Software
10.5%
 
Computer Software
8.4%
Internet
8.0%
Internet
5.8%
Telecommunications
3.9%
 
Financial Services
5.9%
Hospital & Health Care
3.6%
Education Management
3.7%
Internet
3.9%
 
Pharmaceuticals
3.4%
Financial Services
3.4%
E-Learning
3.4%
Marketing and Advertising
3.8%
 
Other
51.3%
Other
56.1%
Other
52.8%
Other
54.5%
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
56.1%
Freshdesk
Information Technology and Services
20.3%
Computer Software
14.0%
Internet
5.8%
Education Management
3.7%
E-Learning
3.4%
Other
52.8%
Zoho Desk
Information Technology and Services
23.4%
Computer Software
10.5%
Telecommunications
3.9%
Internet
3.9%
Marketing and Advertising
3.8%
Other
54.5%

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...

Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

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

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.

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.

Zoho Desk
Most Helpful Favorable Review
Garret A.
User in Information Technology and Services

The task distribution system, reports, chat system and client database management are the best things in this application. Excellent multi-channel support and an excellent interface - Integrating the knowledge base into ticket design is really neat! The...

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...

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 6
2 of 6
3 of 6
4 of 6
5 of 6
6 of 6

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.

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
Zoho Desk
Ask Oracle a QuestionContact OracleAsk SF Service Cloud a QuestionContact SF Service CloudAsk Freshdesk a QuestionContact FreshdeskAsk Zoho Desk a QuestionContact Zoho Desk
 
Oracle Service Cloud (formerly RightNow)
Oracle Service Cloud (formerly RightNow)
Salesforce Service Cloud
Salesforce Service Cloud
Optimized for quick response
Freshdesk
Freshdesk
Zoho Desk
Zoho Desk
Optimized for quick response