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Compare Oracle Service Cloud (formerly RightNow) and Zendesk for Customer Service 
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At a Glance
Market Segments
Enterprise (57.7% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Oracle Service Cloud (formerly RightNow)
Star Rating
(134)3.9 out of 5
Market Segments
Enterprise (57.7% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Oracle Service Cloud (formerly RightNow)Zendesk for Customer Service
Star Rating
(6,660)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Oracle Service Cloud excels in its ticketing system, achieving a star rating of 9.0, which reviewers mention provides a robust and efficient way to manage customer inquiries. In contrast, Zendesk Support Suite, while still strong, has a slightly lower rating of 8.6 for its customer portal functionality, indicating room for improvement in user experience.
- Reviewers mention that Zendesk Support Suite shines in its ease of use, with a score of 8.5, making it more accessible for new users. In comparison, Oracle Service Cloud has a lower ease of use rating of 7.9, which some users find can lead to a steeper learning curve.
- G2 users highlight the superior quality of support provided by Zendesk Support Suite, scoring 8.4, which reviewers say contributes to a more satisfying customer experience. Oracle Service Cloud, with a score of 7.4, is noted by users as needing improvement in this area to match the level of support offered by Zendesk.
- Users on G2 report that Zendesk's automation features, particularly in response automation, score 8.4, allowing for efficient handling of customer queries. Oracle Service Cloud, while competitive at 8.7, is noted for its slightly less intuitive automation setup, which some users find cumbersome.
- Reviewers mention that Oracle Service Cloud's SLA management is rated at 7.6, which some users feel lacks the flexibility and customization options found in Zendesk Support Suite, which scores 8.1 in this area, allowing for more tailored service level agreements.
- Users say that the knowledge base feature in Zendesk Support Suite, rated at 8.5, is more user-friendly and easier to navigate compared to Oracle Service Cloud's knowledge base rating of 8.3, which some reviewers find less intuitive for end-users seeking self-service options.
Pricing
Entry-Level Pricing
Oracle Service Cloud (formerly RightNow)
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Oracle Service Cloud (formerly RightNow)
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.3
94
8.6
5,118
Ease of Use
7.9
93
8.6
5,162
Ease of Setup
6.8
66
8.0
3,186
Ease of Admin
7.3
67
8.2
3,073
Quality of Support
7.4
87
8.4
4,796
Has the product been a good partner in doing business?
7.5
65
8.4
2,999
Product Direction (% positive)
6.6
90
8.0
4,771
Features by Category
Ticket and Case Management
8.8
31
|
Verified
8.8
2552
|
Verified
8.4
31
|
Verified
8.7
2567
|
Verified
8.2
30
|
Verified
8.5
2492
|
Verified
8.7
29
|
Verified
8.4
2337
|
Verified
7.6
29
8.2
1921
|
Verified
8.3
29
8.4
2398
|
Verified
8.8
30
8.6
2386
|
Verified
8.1
27
|
Verified
8.3
1853
|
Verified
Generative AI
Not enough data
7.6
384
Not enough data
7.6
385
Agentic AI - Help Desk
Not enough data
7.8
245
Not enough data
7.9
245
Not enough data
8.0
246
Communication Channels
8.6
29
|
Verified
8.5
2060
|
Verified
8.9
29
|
Verified
8.8
2310
|
Verified
8.3
28
|
Verified
8.4
1724
|
Verified
7.0
16
8.0
1428
|
Verified
8.3
19
8.0
1313
|
Verified
Platform
8.2
10
|
Verified
7.8
1387
|
Verified
8.0
41
|
Verified
8.0
1777
|
Verified
8.0
23
|
Verified
8.3
1947
|
Verified
7.7
20
|
Verified
8.2
1739
|
Verified
7.6
29
|
Verified
7.9
2339
|
Verified
7.6
29
|
Verified
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
Not enough data
8.1
859
Not enough data
8.3
716
Not enough data
8.2
684
Not enough data
8.2
749
Support Automation
Not enough data
8.2
714
Not enough data
8.3
757
Not enough data
8.4
711
Not enough data
8.1
788
Generative AI
Not enough data
7.8
204
Not enough data
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
82
Not enough data
7.6
77
Not enough data
8.1
84
Automation
Not enough data
8.1
83
Not enough data
8.2
83
Not enough data
8.1
84
Artificial Intelligence
Not enough data
7.8
83
Not enough data
7.7
82
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
207
Not enough data
Feature Not Available
Communication
8.5
30
|
Verified
8.6
950
|
Verified
8.1
30
|
Verified
8.5
964
|
Verified
8.8
22
|
Verified
8.1
720
8.4
15
|
Verified
8.5
737
|
Verified
Not enough data
8.0
520
Internal Use
8.0
41
|
Verified
8.0
1777
|
Verified
8.7
29
|
Verified
8.5
849
|
Verified
7.9
16
8.1
650
8.0
32
|
Verified
8.5
898
8.4
23
|
Verified
8.6
824
|
Verified
8.1
32
|
Verified
8.3
848
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
8.3
43
8.5
1499
8.0
40
8.5
1436
7.8
24
8.0
1024
Not enough data
7.7
648
Not enough data
8.0
780
Self-Service Platform
Not enough data
8.2
828
Not enough data
8.2
841
Not enough data
7.7
658
Not enough data
8.2
806
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
64
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
7.7
11
8.4(won by 0.7)
564
8.2
14
9.1(won by 0.9)
741
8.0
10
8.9(won by 0.9)
689
Channels
8.2
16
9.0(won by 0.8)
740
7.4
13
8.4(won by 1.0)
586
8.7(tied score)
13
8.7(tied score)
563
7.8
15
8.2(won by 0.4)
485
8.8(won by 0.5)
10
8.3
421
Insight
8.1
14
8.2(won by 0.1)
539
8.7(won by 0.4)
15
8.3
648
7.9
14
8.5(won by 0.6)
562
8.4
15
8.7(won by 0.3)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
70
Not enough data
8.2
71
Not enough data
8.3
71
Not enough data
8.3
69
Not enough data
8.3
70
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
70
Not enough data
8.4
70
Not enough data
8.5
70
Automation
Not enough data
8.6
70
Not enough data
8.6
71
Not enough data
8.0
70
Autonomy
Not enough data
8.2
70
Not enough data
8.4
69
Not enough data
8.4
70
Not enough data
8.3
71
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Oracle Service Cloud (formerly RightNow) and Zendesk for Customer Service are categorized as Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and Digital Customer Service Platforms
Unique Categories
Oracle Service Cloud (formerly RightNow) has no unique categories
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Customer Support Agents, AI Agents For Business Operations, Conversational Support, Complaint Management, Customer Service Automation, and Proactive Notification
Reviews
Reviewers' Company Size
Oracle Service Cloud (formerly RightNow)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Retail
14.2%
Information Technology and Services
14.2%
Computer Software
7.1%
Financial Services
4.4%
Education Management
3.5%
Other
56.6%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
Oracle Service Cloud (formerly RightNow) has no discussions with answers
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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