Compare Freshdesk vs Oracle Service Cloud (formerly RightNow)
See this
comparison of Freshdesk vs. Oracle Service Cloud (formerly RightNow)
based on data from user reviews. Freshdesk rates 4.4/5 stars with 2,041 reviews. Oracle Service Cloud (formerly RightNow) rates 3.7/5 stars with 63 reviews. Each product's score is calculated by real-time data from verified user reviews.

Pricing

 
Sprout
Free
for 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
Free Trial Unavailable
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
Oracle Service Cloud (formerly RightNow)
Free Trial Unavailable

Ratings

Meets Requirements
Meets Requirements
8.5
8.0
Ease of Use
Ease of Use
8.8
7.8
Ease of Setup
Ease of Setup
8.5
7.0
Ease of Admin
Ease of Admin
8.7
7.2
Quality of Support
Quality of Support
8.9
7.0
Ease of Doing Business With
Ease of Doing Business With
8.8
7.1
Product Direction (% positive)
Product Direction (% positive)
8.6
5.5
Meets Requirements
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.0
Ease of Use
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
7.8
Ease of Setup
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
7.0
Ease of Admin
Freshdesk
8.7
Oracle Service Cloud (formerly RightNow)
7.2
Quality of Support
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
7.0
Ease of Doing Business With
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
7.1
Product Direction (% positive)
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
5.5

Features

Ticket and Case Management
Workflow
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
8.2
Response Automation
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
8.8
SLA Management
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.6
Attachments/Screencasts
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
8.3
Ticket Collaboration
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
8.7
Ticket creation user experience
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
9.0
Ticket response user experience
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.5
Knowledge Share
Knowledge Base
Freshdesk
8.7
Oracle Service Cloud (formerly RightNow)
8.0
Searchable Articles
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
7.8
Community Forums
Freshdesk
8.4
Oracle Service Cloud (formerly RightNow)
7.3
Interactive FAQs & Forums
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
7.8
Communication
Pop-up Chat
Freshdesk
9.0
Oracle Service Cloud (formerly RightNow)
8.3
Notifications
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.3
Targeted Emails
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.8
In-App Messaging
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.3
Process
Mentions
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Tickets
Freshdesk
9.4
Oracle Service Cloud (formerly RightNow)
7.7
Macros
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
Not enough data available
Collaboration
Freshdesk
9.1
Oracle Service Cloud (formerly RightNow)
Not enough data available
Interaction
Web Portals
Freshdesk
7.2
Oracle Service Cloud (formerly RightNow)
8.0
Forum to Reponse
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
7.5
Tickets and Tagging
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.4
Live Chat
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.2
Internal Use
Customization
Freshdesk
8.0
Oracle Service Cloud (formerly RightNow)
8.1
Conversation Archiving
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
8.5
Lead Development
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
7.6
Knowledge Base
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
7.9
Team Inbox
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.4
Customer Profiles
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
8.3
Channels
Phone
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
6.7
Text
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
Not enough data available
Email
Freshdesk
9.3
Oracle Service Cloud (formerly RightNow)
7.6
Social
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
6.0
Live Chat
Freshdesk
9.1
Oracle Service Cloud (formerly RightNow)
8.3
Insight
Surveys
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
7.7
Reporting
Freshdesk
Not enough data available
Oracle Service Cloud (formerly RightNow)
9.4
Visitor Activity
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.0
Help Desk
Freshdesk
9.2
Oracle Service Cloud (formerly RightNow)
7.6
Communication Channels
Customer Portal
Freshdesk
8.6
Oracle Service Cloud (formerly RightNow)
8.6
Email to Case
Freshdesk
8.9
Oracle Service Cloud (formerly RightNow)
8.9
Chat/Live Support
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.1
Social Integration
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
6.4
Call Center
Make, Receive, and Record Calls
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
8.0
Customer and Contacts Database
Freshdesk
7.9
Oracle Service Cloud (formerly RightNow)
8.2
Products and Version Tracking
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.7
Call Scripting
Freshdesk
8.1
Oracle Service Cloud (formerly RightNow)
8.0
Interactive Voice Response (IVR)
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
8.6
Self Service/Community
Forums
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
9.2
Knowledge Base
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.8
Ideas/Feedback
Freshdesk
8.3
Oracle Service Cloud (formerly RightNow)
8.0
Q&A
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.5
Reporting & Analytics
Social Monitoring
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
6.5
Reporting
Freshdesk
7.8
Oracle Service Cloud (formerly RightNow)
7.5
Dashboards
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.8
Platform
ITIL Compliance
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
8.0
Mobile User Support
Freshdesk
8.1
Oracle Service Cloud (formerly RightNow)
7.9
Customization
Freshdesk
8.0
Oracle Service Cloud (formerly RightNow)
8.1
User, Role, and Access Management
Freshdesk
8.5
Oracle Service Cloud (formerly RightNow)
8.4
Internationalization
Freshdesk
8.1
Oracle Service Cloud (formerly RightNow)
8.2
Performance & Reliability
Freshdesk
8.8
Oracle Service Cloud (formerly RightNow)
8.1
Integration APIs
Freshdesk
8.2
Oracle Service Cloud (formerly RightNow)
7.4

Reviewers' Company Size

Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
53.2%
8.3%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
36.1%
33.3%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
10.7%
58.3%
Freshdesk
Small-Business
53.2%
Mid-Market
36.1%
Enterprise
10.7%
Oracle Service Cloud (formerly RightNow)
Small-Business
8.3%
Mid-Market
33.3%
Enterprise
58.3%

Reviewers' Industry

 
Information Technology and Services
20.4%
Information Technology and Services
19.8%
 
Computer Software
14.0%
Retail
12.5%
 
Internet
5.9%
Financial Services
6.3%
 
Education Management
3.7%
Computer Software
6.3%
 
E-Learning
3.4%
Pharmaceuticals
4.2%
 
Other
52.6%
Other
51.0%
Freshdesk
Information Technology and Services
20.4%
Computer Software
14.0%
Internet
5.9%
Education Management
3.7%
E-Learning
3.4%
Other
52.6%
Oracle Service Cloud (formerly RightNow)
Information Technology and Services
19.8%
Retail
12.5%
Financial Services
6.3%
Computer Software
6.3%
Pharmaceuticals
4.2%
Other
51.0%

Reviews

Most Helpful Favorable Review
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...

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
Most Helpful Critical Review
Ted F.
Administrator in Mining & Metals

They do not offer a WYSIWYG editor globally.

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.

 
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.

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.

Screenshots

 
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Oracle Service Cloud (formerly RightNow)

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.

Freshdesk
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.

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